AccountId: 011433970860
ContactId: dbd68d59-9ac8-405a-bacd-f43cd2364910
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279059 ms
Total Talk Time (AGENT): 133863 ms
Total Talk Time (CUSTOMER): 83069 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/dbd68d59-9ac8-405a-bacd-f43cd2364910_20250602T19:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Yes ma'am, how you doing?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][NEUTRAL] Alright, my name is [PII] and I've never received my insurance cards.
[AGENT][NEUTRAL] OK. And Ms. [PII], what is your uh, we don't have a policy number. What's your social?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you ma'am. Give me a moment.
[AGENT][NEUTRAL] OK, and verify your date of birth, mail address, and the email address for me.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII] [PII] or [PII] and I believe that the email you may have is [PII].
[AGENT][NEUTRAL] Uh, no, ma'am, we have another Gmail.
[CUSTOMER][NEUTRAL] If not it
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I don't have another Gmail. Do you? I don't have another Gmail.
[AGENT][NEUTRAL] OK, and what is the correct email address so I can change it in our system?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. No, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do. OK. And uh do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yes ma'am, [PII].
[AGENT][NEUTRAL] OK, thank you ma'am and is that a uh cell number?
[CUSTOMER][NEUTRAL] Yes ma'am, I myself.
[AGENT][POSITIVE] It's funny. I have to ask that. Most people sale who has a a house phone now I wanna.
[AGENT][NEUTRAL] Uh, well, let's see.
[AGENT][NEUTRAL] Uh, I can send a request to have your cards mailed out to you. Also, we do have an online service center to where if you need to, uh, have a card, you can, um, print out one on our online service center once you set up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I have that also cause I have an appointment tomorrow. Well, actually my daughter had the appointment tomorrow.
[AGENT][NEUTRAL] Uh yes, ma'am. If you go to [PII].
[CUSTOMER][NEUTRAL] I, oh goodness, hold on, hold on, I think, I think, hold on just a moment, let me try to write this down.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, and it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][POSITIVE] Lovely.
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] And then when you get onto the site you would just uh select create a new log in I think it uh they switched uh the system up this weekend so I think it's create a new log in.
[AGENT][NEUTRAL] And once you click that, select the one that says insured.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Insured, OK.
[AGENT][NEUTRAL] And it'll ask for your name, your social, zip code, email address, and date of birth, and then once you've entered that information, um, it'll let you set up a username and or unless you set up a password, it'll send out a verification code and then from there you'll be able to set up a password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, OK.
[CUSTOMER][NEUTRAL] OK, uh, with the email that I just gave you, would it be already be, uh, activated?
[AGENT][NEUTRAL] Uh, yes, ma'am. Since I went ahead and updated in the system, uh, that's the email it should be showing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I, I guess that's it and I tried. Uh, is it an extension I can give you a call back if it doesn't work.
[AGENT][NEUTRAL] Um, well, we're not allowed to give our extensions, but you can, uh, give us a call and one of our care team members will be able to assist you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, I thank you so much.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, you have a good you too bye bye.
[AGENT][NEUTRAL] Bye.