AccountId: 011433970860
ContactId: d2d94d35-fb48-4d35-bcbd-c45aa7bce6c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435040 ms
Total Talk Time (AGENT): 194415 ms
Total Talk Time (CUSTOMER): 126221 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/d2d94d35-fb48-4d35-bcbd-c45aa7bce6c9_20250414T16:13_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is Me [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, my name is [PII].
[CUSTOMER][NEGATIVE] And I was never did receive my um.
[CUSTOMER][NEUTRAL] My medical card.
[AGENT][POSITIVE] All right, Mr. [PII], I'd be happy to help you with uh obtaining that card today. Uh, just in case we get disconnected, what's a good phone number for you?
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 666
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, Mr. [PII]. And do you have your policy number? Do you know that?
[CUSTOMER][NEUTRAL] Uh, give me a second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If you don't have it, I can look it up by your social.
[CUSTOMER][NEUTRAL] Uh, I mean, I may have it. I don't know, uh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem, take your time.
[CUSTOMER][NEGATIVE] I see, I just have the packet that they sent. It just says no ID clothed, but I never got the uh uh card. So is it the APLU number?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh no, never mind, that's not it.
[AGENT][NEUTRAL] It should be, is it like your policy documents?
[CUSTOMER][NEUTRAL] Policy number I see it is 21.
[CUSTOMER][NEUTRAL] 21818.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Is it 0251.
[CUSTOMER][NEUTRAL] 5824.
[AGENT][NEUTRAL] OK, that um 0515824, that's your policy number. It may say um certificate number on there.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It would help me if I would click the right thing.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] All right, so I just need to verify a little bit of information, Mr. [PII]. What is your date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And your current address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Tanglewood Drive.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you already gave me your phone number, um, we don't have an email on file. Would you like to add one today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see what's that email?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The number one
[CUSTOMER][NEUTRAL] D as in David.
[CUSTOMER][NEUTRAL] U as in umbrella. E.
[CUSTOMER][NEUTRAL] Echo.
[CUSTOMER][NEUTRAL] C as in Charlie.
[CUSTOMER][NEUTRAL] E as in echo.
[CUSTOMER][NEUTRAL] D as in David.
[CUSTOMER][NEUTRAL] [PII], the, the, the, OK.
[CUSTOMER][POSITIVE] And I and then the the one is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][POSITIVE] OK perfect got you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I've got that added to your account so you can actually go onto our website and sign up for um our online service center um and you can access all your policy documents, file claims, access your insurance cards, all of that on our online service center, uh, 24/7. So if you'd like to sign up for that, um, you can do that now but I have an email under your account, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You're gonna email me a link or something or?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I can, yes, sir. Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right. Let me take a look at your policy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the policy number that you gave me is actually your, that's your short term disability policy.
[AGENT][NEUTRAL] Um, your, your medical.
[CUSTOMER][NEGATIVE] Well, I don't think I got anything.
[AGENT][NEUTRAL] Well, you, uh, so you have a dental, a critical illness policy, a hospital indemnity, which is your medical, and then the um short-term disability. So that's the four policies that you have. So you should have gotten two cards, one for your dental and one for your hospital indemnity. So you didn't get either one of those, right?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I did get two cards, but it said hold on, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me find that package.
[CUSTOMER][NEUTRAL] OK, no ID card policy and ID cards enclosed. OK, I didn't know that that was both of them together. OK, hold on.
[AGENT][POSITIVE] That's OK, take your time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Debit cards are perforated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that would be the 251.
[CUSTOMER][NEUTRAL] [PII] 9.
[AGENT][NEUTRAL] That's your dental.
[CUSTOMER][NEUTRAL] Is that is that my policy number? That's my dental, OK. Those are the cards I have. That's the card I have.
[AGENT][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK, alright, so you don't have one that's 251-580-9, right?
[CUSTOMER][NEUTRAL] I have 2 of those.
[CUSTOMER][NEUTRAL] Uh, no, all I have is those, uh, those two right there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The dental, OK, let me double check and make sure that it uploaded. Hold on just a second for me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 251-5809.
[AGENT][NEUTRAL] OK, it did upload so I'm gonna send you that email um.
[AGENT][NEUTRAL] Telling you the link to go to to um sign up for our service center and I'm also gonna send you a copy of your card and I'm gonna order you one to be sent to you in the mail.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Cool.
[AGENT][NEUTRAL] So, and you can like I said, once you sign up for our online service center you can access your digital card online 24/7, OK?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. Was there anything else I could do for you today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] All right, perfect. Well, thank you so much for choosing APL and I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Uh, uh, thank you, you do the same.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK bye bye.