AccountId: 011433970860
ContactId: d8ad805b-e03d-455c-8be2-43cfa228208a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 465459 ms
Total Talk Time (AGENT): 231029 ms
Total Talk Time (CUSTOMER): 85055 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/d8ad805b-e03d-455c-8be2-43cfa228208a_20250602T17:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I'm calling to, I've never received a, um, insurance card through you guys.
[CUSTOMER][NEGATIVE] It's not even on my app and I was just requesting if you guys could send me one please.
[AGENT][NEUTRAL] OK, so you would like to have an ID card mailed to you. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] My first name is [PII]
[AGENT][POSITIVE] Thank you. And Miss [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And do you know your policy number? If not, I can look it up with your social.
[CUSTOMER][NEUTRAL] I do know my policy number. I don't have my group number, but my policy number is 25315.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's gonna be your group. What this number, that's the, that is the group number. There should be a, there's a longer number that would actually be your specific.
[AGENT][NEUTRAL] ID number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well then I don't have that at all.
[AGENT][NEUTRAL] OK. All right. And what is your full social so that I can look up your information?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Give me just a moment, Miss [PII], to locate your information.
[CUSTOMER][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK, so first off, Ms. [PII], I will need to verify several things with you for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Thank you and lastly your email address please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you very much, Ms. [PII], for verifying your information.
[AGENT][NEUTRAL] So I will be happy to order ID cards for you to be mailed and I'm also going to email you a user guide for our portal called the online service center. Now currently, Ms. [PII], the portal is down today. We are hoping that it will be IT is working on it, but that it will be repaired by tomorrow within the next 24 hours. It could possibly be Wednesday.
[AGENT][NEUTRAL] But I will go ahead and send you this user guide where they will help you um as far as.
[AGENT][NEUTRAL] Setting up your profile in the portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the ID number if you would like to write this down, so that in the meantime, if you were to need to use your coverage before you receive your ID cards in the mail or can access them in the portal, you could provide our phone number and this policy number to your providers.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that policy num
[CUSTOMER][NEUTRAL] Could you just, do you, would you, could you just possibly email that to me?
[AGENT][POSITIVE] OK, so if you'll just bear with me please while I get that information pulled up I'll be happy to send that to you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Certainly.
[AGENT][NEUTRAL] It's gonna take me just a moment to do that for you, but just bear with me.
[CUSTOMER][POSITIVE] It's not a problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] I've had this insurance over a year and I haven't used it so another moment's not gonna hurt.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] OK, then. Well, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And also I wanted to let you know Miss [PII] on the uh user guide that I'm gonna include with your ID cards, when you actually get to start setting up your profile, it's going to look at a little different in the instructions, you know, um.
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] Will be a little bit different than what this user guide because we've just made an update over the weekend to our portal but it will give you some helpful tips and again.
[AGENT][POSITIVE] If you need assistance in setting it up, please call us back and we'll be happy to help you with that part of it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][NEUTRAL] OK, so the email that I'm going to send to you, Ms. [PII] will come from care team at [PII], and I did put APL online service center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In your subject line.
[AGENT][NEUTRAL] That it says APL and the online service center and ID cards, but APL will be kind of the key thing you're looking for and you should be receiving that just within the next couple of minutes. Now, I don't think that it will go to your junk or spam folder, but in the event that you've not seen it within just a few minutes, you might want to check one of those just in case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I also ordered ID cards to be mailed to you.
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] It can, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that'll take about 10 business days typically to receive those.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else that I could help you with this afternoon?
[CUSTOMER][POSITIVE] Not at all, thank you very much I appreciate your help.
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling APL. I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.