AccountId: 011433970860
ContactId: cd967c0d-cfdb-49d9-ad02-67d511af9a48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 921900 ms
Total Talk Time (AGENT): 266171 ms
Total Talk Time (CUSTOMER): 189777 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/cd967c0d-cfdb-49d9-ad02-67d511af9a48_20250611T15:49_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi there, I was wondering if I could get a new ID card.
[AGENT][POSITIVE] OK, sure, I can assist you with that. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep, my name is [PII] and my cell phone is [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat that, uh, callback number one more time?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Um, do you know your policy number?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I don't is that the in hospital benefits certificate number that's different?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, no, that's it. Mhm.
[CUSTOMER][NEUTRAL] It is that? OK, so OK 01.
[CUSTOMER][NEUTRAL] 823.
[CUSTOMER][NEUTRAL] 131 M as in Mary L and then 7 is the in 8 is the out looks like it's hard to read it's a little.
[AGENT][NEUTRAL] OK, it's OK. Thank you, [PII]. OK, and for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEGATIVE] Falling apart.
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, you said mailing address, uh, [PII]. Although when this was done, I don't know if you have my, I don't know if you get my updated address from our benefits provider if you need from when this started.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I do have the one you just provided to me, so I don't know if that's the most recent one, but yeah, that's what we have.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK good OK good.
[CUSTOMER][NEUTRAL] Yeah, that's my current one. OK, great, um, and then my email is [PII] first name.last name, um, and the one I use is [PII], but you might have [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I get both, yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And let's see. So let me go ahead and get a request to order your card.
[AGENT][NEUTRAL] And if you need to get a temporary card, you can always go to our website at [PII] and create your account to get a temporary card or an electronic card if you need to save it to your phone.
[CUSTOMER][NEUTRAL] Yeah, I tried, I was trying to do that and it wouldn't let me in, which is how.
[CUSTOMER][NEUTRAL] I got the number to call um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me change that email to [PII]. Maybe that will work, OK?
[CUSTOMER][NEUTRAL] So I'm not sure.
[AGENT][NEUTRAL] Um, [PII] it's not that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Sometimes it doesn't work, so let me just change that again and that was your uh first and last name [PII], correct?
[CUSTOMER][NEUTRAL] Yep
[AGENT][NEUTRAL] OK, let me go ahead and do that.
[CUSTOMER][NEUTRAL] Yep, and you have my zip code is [PII]?
[AGENT][POSITIVE] [PII], yes, that is correct.
[CUSTOMER][NEUTRAL] That's so it's not, yeah, should I use my social or my member ID which is better?
[AGENT][NEUTRAL] It's gonna be your social.
[CUSTOMER][NEUTRAL] Do I need the hyphens in there or just the numbers straight through?
[AGENT][NEUTRAL] Mhm. Just the numbers.
[AGENT][NEUTRAL] Let me make sure I put this in correctly.
[AGENT][NEUTRAL] OK. [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I have updated that if you wanna try it right now.
[AGENT][NEUTRAL] And I'm gonna go ahead and order you the regular one by mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, yeah, it says no user was found with the information, so I did my last name, my social security [PII] [PII]. [PII] for my birthday.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Oh, so it does have a dot in between your name and the last name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I didn't put that dot. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let me go over this and I went ahead and ordered your card, your regular card. It's gonna be um within 5 to 7 business days. OK, so uh let's see.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] All right, so for your name it's gonna be your last name. Um, the zip code again is [PII]. Email is your [PII].
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The phone number we have on file is gonna be the let's see just a second let me go back to it.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, and then you have, um, we have your social in the system.
[AGENT][NEUTRAL] Do you wanna try it now?
[CUSTOMER][NEGATIVE] No, no nothing.
[AGENT][NEUTRAL] OK. Did you raise everything or did you start it all over again?
[CUSTOMER][NEUTRAL] Um, I.
[CUSTOMER][NEUTRAL] Both let me try let me try here right, I refreshed it so it starts new now.
[AGENT][NEUTRAL] Yeah, go ahead and close the tab completely, like close everything you have open and then just go to the website at [PII], sign in, create account.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, and I'm doing it as insured, right?
[AGENT][NEUTRAL] Insured, yes. Mhm.
[CUSTOMER][NEGATIVE] No, it says no users found with that information.
[AGENT][NEUTRAL] Yeah, mm, let me try it on my end.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] The last name is [PII]
[CUSTOMER][NEUTRAL] Oh no, I see that that is what you have that is not my last name.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Yeah, look at that, that's a typo, um.
[CUSTOMER][NEUTRAL] Do I change that or do I put it in as the mistyped?
[AGENT][NEUTRAL] Um, put it in as the one mistype, but if you can give me the correct spelling, I can go ahead and update the system later on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it's so it's [PII] So the [PII], um everything else is spelled correctly and so obviously that my email is with the [PII] as well.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so yeah, uh, let me change the email as well and everything else. OK, one moment, let me see if I can change it before we do this, OK.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Do you mind holding for me?
[CUSTOMER][POSITIVE] No, no problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. OK, Mr. [PII], I, I went ahead and change all the information I needed to fix and also um.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Updated the email and requested a new card as well, OK, um, with the correction.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, so, uh, you're welcome. At this point, it's not letting me create an account. I try to do it before I put you on the phone just to make sure. So I'll have to just go ahead and send a request, um, over to IT and see if we can update that information and give you a call back once it's ready to for you to get in. Is that OK?
[CUSTOMER][POSITIVE] OK, I appreciate that at least it's not just me, yeah, that's great, so thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] You're welcome. So we'll give you a call back once we have fixed that issue. More than likely it's, it's probably gonna be overnight because maybe the, you know, the changes I made, it has to go overnight. Sometimes that happens. I'm thinking that maybe the problem.
[CUSTOMER][POSITIVE] Sure, yeah, no rush it's really, yeah, yeah, it was really just the cards starting to fall apart so but um so it'll be good now with the new one and with the correct spelling, so thanks for finding that. I appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome. Is there anything else? You're welcome. Have a good day.
[CUSTOMER][POSITIVE] All right thank you.
[CUSTOMER][POSITIVE] No, that's it thank you you too bye bye.
[AGENT][NEUTRAL] Yeah.