AccountId: 011433970860
ContactId: dd06d930-43e1-449b-b9bc-b73a0ecff266
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 490649 ms
Total Talk Time (AGENT): 201916 ms
Total Talk Time (CUSTOMER): 181914 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/dd06d930-43e1-449b-b9bc-b73a0ecff266_20250610T19:57_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is May I help you?
[CUSTOMER][NEUTRAL] Yes, how are you doing today, ma'am? I was calling because um.
[CUSTOMER][NEUTRAL] I, I was, I was, I've been with you all for a while and I was trying to get a new insurance card for my health and dental that I have through you all.
[AGENT][NEUTRAL] OK, uh, give me a moment and your name is?
[CUSTOMER][NEUTRAL] Uh first name is [PII]. Last name is [PII]
[AGENT][NEUTRAL] Do you have the, uh, policy number?
[CUSTOMER][NEUTRAL] Uh, I got it on my.
[CUSTOMER][NEUTRAL] On my old card, um.
[AGENT][NEUTRAL] Well, that's fine. I can look up any, no, sorry, the policy certificate number.
[CUSTOMER][NEUTRAL] I had a member number.
[AGENT][NEUTRAL] Sorry, 01 or 02?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh yes ma'am. 02.
[CUSTOMER][NEUTRAL] 44
[CUSTOMER][NEUTRAL] 1140.
[AGENT][NEUTRAL] OK, thank you. Let me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh yes ma'am, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Email address is [PII]. Address is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, I can send a request. I have the cards mailed out to you. Uh, we do have an online service center to where you can set up an account to view your policy as well as print out any temporary cards.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, yeah, I, I, I did that. That's why I called because uh I, I, I'm new so I had to create an account. So it, it kept saying uh having trouble trying to create the account. Yeah, that's why I had to call.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and what's your email address again? I'm sorry to make sure we have it correct.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, we have that. And verify your social and make sure we have that correct as well.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your date of birth [PII]. Lord, I can't talk today, um.
[AGENT][NEUTRAL] And when you're creating a new account, are you click, uh, did you click on or select insured?
[CUSTOMER][POSITIVE] Yes ma'am. Yes ma'am. Correct, yes ma'am. That's what I here.
[AGENT][NEUTRAL] OK, and where as for your social, did you add her social or did you try to add your policy number?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, the first time I, I try to, I try to have my social, then I, I try to do the policy number, but I think it should be either or. I wasn't sure which one. Yes, ma'am.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] No, sir, you have to use your social, but um.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] One moment just seeing what's going on.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, so you said, uh, I have to use my policy number again?
[AGENT][NEUTRAL] Uh, no, sir. You have to use your social, but I'm just checking something real quick. I'm sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, go ahead, go ahead.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'll try to, uh, I would say try it again because I just entered your information and let me go to the next step. So I would say try again.
[CUSTOMER][NEUTRAL] OK, yeah, I'm, I'm trying to, as we're on the phone right now. I'm, I'm, I'm at my date of birth right now, so, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, and once you hit next it should go to another screen to save complete and then what it's gonna do is uh send you a verification code to that email address.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] To where you enter the code and then you'll be able to enter a password and confirm that password and then you should be in your account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, once I get in there, I, I, I have my uh my up to date uh cards. Both cards will be in there or?
[AGENT][NEUTRAL] Yes, sir, and uh your policies as well. It'll have, it'll show the policy numbers as well as to view the card, you should be able to.
[CUSTOMER][NEUTRAL] OK, and also while I got you on the phone, can I the problem is I need to I need to change my mailing address. Uh, would I may do that with you or I can, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can do that with me. What's your uh mailing address? Have you set up on there yet? Did it let you go through? Because if I change the mailing address, you're gonna have to restart.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, OK, I'm at the part where it's in, uh, verify email, so I just put my email in. I'm at that part.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's going to email you a verification code to your email address.
[CUSTOMER][NEUTRAL] OK, OK, OK, so would it just be best for me to call back after I get in and change my address or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] No, no, um, Mo is asking for the verification code and you put your password, I can go ahead and change your address, unless it gives us, uh, gives you an er[PII], and then I will say.
[AGENT][NEUTRAL] Just wait until we change the address, but what is the, uh, your current mailing address?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's in uh
[CUSTOMER][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Is it the same city, state and zip code?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh no, ma'am. No ma'am. [PII].
[AGENT][NEUTRAL] OK. And.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, yes sir, I can go ahead and change your address.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, and you said they'll mail me my uh new cards out.
[AGENT][NEUTRAL] Yes, sir. I'll send a request for your cards to be mailed out to you.
[CUSTOMER][POSITIVE] OK, alright, man, you, you're so helpful. [PII], I have you all the time.
[AGENT][POSITIVE] Ah, thank you.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, I'm trying to, so what do I put for my, uh, my display name and my, um, given name?
[AGENT][NEUTRAL] You can disregard the display name, the given name. You can dis uh disregard that. Just um enter that verification code and your password and then enter the password again to confirm and that's it. You don't need a display name.
[CUSTOMER][POSITIVE] OK, OK. All right then. Thank you so much.
[AGENT][POSITIVE] Oh, you're welcome. Thank you so much for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye.