AccountId: 011433970860
ContactId: d21ebeea-d68b-4146-9975-9759e66a6bcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285829 ms
Total Talk Time (AGENT): 165066 ms
Total Talk Time (CUSTOMER): 82258 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/d21ebeea-d68b-4146-9975-9759e66a6bcd_20250516T15:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um yes, I have a question. I had changed my name with my HR department and they, but uh none of my cards or anything changed. They said I wouldn't have to contact nobody. It would automatically go into a change, but nothing's changed and I haven't got a new card in my new name.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, before we proceed, is it possible to get your name and a callback number, and then I'll be able to assist you with your name OK.
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the phone I'm on is [PII]. I'm at work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What is it? [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] It's OK. Thank you. All right, Ms. [PII], do you happen to have your policy number by chance?
[CUSTOMER][NEUTRAL] Uh huh yes uh.
[AGENT][NEUTRAL] What is?
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] 683-92.
[CUSTOMER][NEUTRAL] 5
[AGENT][NEUTRAL] Bear with me one moment.
[CUSTOMER][NEUTRAL] Where you
[AGENT][NEUTRAL] And I just need you to verify a few things for me. Can you verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. I'm also showing that we have an email account on file. Can you verify that too, please?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] And that is what we have on file. Thank you for that. So what's your last name now that you've updated it?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So you don't want the cane in there. You just want slush, correct?
[CUSTOMER][NEUTRAL] Yeah, [PII], yeah, I got that's my married name, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But it changed it at work they changed it on the computer and they said well you don't have to do anything it'll send them something and I was like, well, I haven't got anything.
[AGENT][NEUTRAL] If the group's electronic, normally it does update um let me check that real quick. When did you update it with them?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, it's been a couple weeks.
[AGENT][POSITIVE] They are electronic. I'm not sure how often they send a file if it's every week or if it's every month. Um, so it could be that we just hadn't updated it because we hadn't received the file yet, but what I'm gonna go ahead and do since you're calling about it today is I'm gonna go ahead and update it for you and I'm also gonna order you new cards. You should get them in the mail within 5 to 7 business days. Just keep an eye out for them.
[AGENT][NEUTRAL] Now you can also register on the online service center and by registering you'll have access to your policy certificate and cards as well, with temporary cards per se, um, which is gonna be the same thing you're getting in the mail, but you'll have access to that. If you'll register and
[AGENT][NEUTRAL] First thing tomorrow morning, they should be out there, um, because it's usually a turnaround just 24 hours overnight process and the online service center does have updated information as well. If you wanna just, you have the card before you get it in the mail, you can do that. Would you like for me to email you the instructions on how you can register on the online service center, Ms. [PII]?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, I'm gonna go ahead and send you an email. You should be getting about get it in about 5 or 10 minutes. It's gonna be coming from [PII] and it will have the online service instructions on how you can register, um, and just so you know, also by registering you'll have access to view your claim.
[AGENT][NEUTRAL] and see where we're at with them and of course once they're finalized you can view the explanation of benefits um out there as well. So again, you'll be getting the cards physically within 5 to 7 business days as well, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] No, that's good that's it.
[AGENT][POSITIVE] Well, thank you for calling APO Ms. [PII], and you have a wonderful day as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.