AccountId: 011433970860
ContactId: c6d9020c-8bb0-46ec-9688-fb6d0e718093
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290399 ms
Total Talk Time (AGENT): 117238 ms
Total Talk Time (CUSTOMER): 154565 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/c6d9020c-8bb0-46ec-9688-fb6d0e718093_20250205T23:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, Ms. [PII]. My name is [PII]. About a week and a half ago, ago, excuse me, I called y'all up and, and I talked to somebody in American public about getting the the booklet of everything, you know, that APL covers. Because of my job, I work at a golf machine shop, they've been waiting and she gave me, my, my boss, the golf machine shop secretary gave me this, a copy of this.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The insurance card, it's paper. It's a paper card. I just now received the booklet today of it what everything, you know, APLC APO covers, but no card. I made specifically that, ma'am, I need a card. All I got is a piece of paper and I can read you everything it says on insured [PII] covers individual policy number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] 00990178 group number 9837 effective date [PII].
[CUSTOMER][NEUTRAL] But but that's on this paper card that I got. I want the ID card that's plastic like a driver's license to put in my wallet instead of having to carry this paper one.
[AGENT][NEUTRAL] OK, [PII], um, can you please um I can help you with your card. Can you please give me your callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]. Now, I mean this has been two months now. I've been waiting on the card to be the exact date since I, you know, to look it says effective date the [PII]. So you know, I still haven't got a card yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That's just don't make no sense.
[AGENT][NEUTRAL] Yes, sir. I understand. um.
[AGENT][NEUTRAL] Can you give me your policy number, please?
[CUSTOMER][NEUTRAL] 00990178
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] OK, and [PII], can you please verify your date of birth for me?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then I'll also need for you for security reasons to verify your address, phone number, and email address, sir.
[CUSTOMER][NEUTRAL] My address my address is [PII]. My email address is all lower case [PII].
[CUSTOMER][NEUTRAL] [PII] and what was the other one you needed?
[AGENT][NEUTRAL] The cell phone number or the number that you gave me to call you back on if we're disconnected, is that your cell phone?
[CUSTOMER][NEUTRAL] My phone number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, sir. And let me look on your group to see if you guys get cards.
[CUSTOMER][NEUTRAL] I mean we did before.
[AGENT][NEUTRAL] OK, let me look real quick.
[CUSTOMER][NEUTRAL] I mean, the previous lady I spoke to a week and a half or so ago, said no problem, I'll get you both of them. I just got the brochure about everything but not the card.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Well, what I'm gonna do, sir, is I'm gonna go into your policy and I'm gonna order only the card for you on your policy. Yes, sir. I will, I will take care of that for you.
[CUSTOMER][NEUTRAL] That's all I need, OK.
[CUSTOMER][POSITIVE] Well, thank you.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] You're very welcome. It's no problem at all, sir. I'm going in there now so I can get that card order for you.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK. I have requested that a card copy be mailed to the home address that you just verified for me, Mr. [PII]. It should be there. Give it 3 to 7 business days.
[CUSTOMER][NEUTRAL] But today over here is Wednesday, so probably Monday or Tuesday next week I'm assuming.
[AGENT][NEUTRAL] For it to
[AGENT][NEUTRAL] Yes sir, yes sir, it's coming it it should be there shortly. I've got it ordered for you and I'm making a note in here that I'm ordering you a card to be mailed to your home address as of today.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you ma'am. I sure appreciate it thank you.
[AGENT][POSITIVE] It's no problem. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] All right, well, God bless you you.
[CUSTOMER][NEUTRAL] Yeah, just, uh, send a million dollars in my checking account.
[AGENT][NEUTRAL] Oh, I'll tell you what, you send it to me and I'll turn around and send it back to you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] That would be awesome.
[CUSTOMER][NEUTRAL] Yeah, uh-huh, I don't know if I'd send it back though.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I'm joking. All right, well, y'all have a good evening, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You too. You take care.
[CUSTOMER][POSITIVE] Alright thank you ma'am you too alright bye bye.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL.