AccountId: 011433970860
ContactId: df073279-65db-4dab-99ac-558dd6afb7e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 739330 ms
Total Talk Time (AGENT): 308783 ms
Total Talk Time (CUSTOMER): 142613 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/df073279-65db-4dab-99ac-558dd6afb7e2_20250122T21:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, uh, I'm calling cause, uh, I haven't received any like documents for my health insurance and I had it. I purchased the health insurance like before.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The month of November.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And it started [PII], and the, the guy I was talking to that I talked to under the company I was with Bag Interpretation, uh, his name is [PII] and
[CUSTOMER][NEGATIVE] It seems like they're not doing nothing for me and I, and I haven't got sent home cards or anything for my my information for the medical I have purchased that that that I've been paying on too, yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm. All right. OK, mister, may I have your name and um last name, please?
[CUSTOMER][NEUTRAL] My name is [PII]. Last name [PII]
[AGENT][NEUTRAL] OK. And what is a good callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Do you happen to have any um policy number that he verified or nothing at all?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEGATIVE] You know, I'm trying to find, find an email of his to see if he sent me anything, but, um, I, I've never gotten anything, and I keep telling him to send me and send me and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Nothing at all.
[AGENT][NEUTRAL] OK. All right. Um, do you mind if we use your social security number to make a broad search?
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Alright, and let me just a minute while the system tries to pull it up.
[AGENT][NEUTRAL] Or tries to pull up any information.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I see.
[AGENT][NEUTRAL] All right, Mr. [PII], um, I do have your policies pulled up and let me see, um, just for verification, do you mind telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] The date of birth [PII]. Um, address is [PII], zip code [PII], and then my apartment number is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, we don't have an apartment number. That's what might have happened. Um, we received the address, but no apartment number, so probably correspondence got, uh, was brought back. Um, I can update your address. Just give me a small second while I um do that.
[CUSTOMER][NEUTRAL] So can you guys send it out then?
[AGENT][NEUTRAL] Yes, um, we are able to, um, if we are provided with the correct address, uh, once we go ahead and, um, issue the policies, the policy certificate and ID cards are automatically, um, sent to the address the next day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, is there any way I can get like an email of something that way I can like, you know, uh, set up appointments before I get home because I'm a truck driver on the road, so like I like to set some stuff up before I get home being I already have insurance, it's just I don't have the medical cards, any of that information.
[AGENT][NEUTRAL] Yes, I can actually, um, let me just update really quick the address and then we can go about the IDs. All right. What's the apartment number?
[CUSTOMER][NEUTRAL] OK, yep, that's fine.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] All right, so I have the address updated for um all of your policies and the only policies we issue IDs for is the hospital indemnity and the dental for the life and disability, unfortunately, we do not provide ID cards. Um, what I can do is, mhm, what I can do is request um.
[CUSTOMER][NEUTRAL] I get it.
[AGENT][NEUTRAL] Uh, for all your policies to mail the policy certificates, um, and ID cards for the ones that are applicable, um, if you need me to, um, I can, um, actually look up really quick if we have them available and I can email it to you right now. Um, give me just a second to look into the system if we have them available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] And I can actually also provide the um policy numbers to you if you to write them down or I can put them in the into the email.
[CUSTOMER][NEUTRAL] You can put that all into the email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, we do have the policy ID cards um available. Um, OK, so what I'm gonna do right now is just pull up the email that we have in the system. I will verify if that is uh a good uh email address and I will be sending those in just a minute.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] All right, and his burials.
[AGENT][NEUTRAL] 986 4.
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII], sorry, yeah, that's that's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, perfect.
[AGENT][POSITIVE] All right, then let me just a minute so I can compose the email for you and you should be receiving it shortly.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] I can actually
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Include those policy certificates in case you want them electronically as well.
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Would you like me, um, I can actually include the policy certificates um into the email if you would like me to do so.
[AGENT][NEUTRAL] If you would like to have them electronically.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's fine.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright it's just taking me a couple of seconds to pull these um ID cards for you and I'm about to get the last one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Appreciate this because I've been, I've been after them for like the past couple of months, you know, and they haven't got it right and got it right. Thanks for uh trying to get it right for me.
[AGENT][NEUTRAL] I'm just pulling.
[AGENT][NEUTRAL] We
[AGENT][NEUTRAL] for the delay sometimes it is um it takes a little bit of time to process all the groups that we have, um, so it does take a little bit of time, um, but these seem to be available a while ago.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And I actually see the correspondence that we received back. So, yes, it is primarily because of the address that we were provided was incomplete.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, but I already have that corrected, so it no longer be an issue.
[CUSTOMER][NEUTRAL] What?
[AGENT][POSITIVE] I already have it corrected so it won't be an issue anymore.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] The email address.
[AGENT][NEUTRAL] Alright, I have the email ready. Um, it will include the policy, the two policy ID cards and the list of your policy numbers and which one, belongs to which. Um, I have the dental, the life, hospitality, and disability for you.
[AGENT][NEUTRAL] Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, that, that'd be all.
[AGENT][NEUTRAL] That'll be all right. And I will be ordering those um hard copies for you to be mailed to your um home address.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome. Well, thank you for calling APL and I hope you have a nice day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Good bye.
[AGENT][NEUTRAL] Bye bye.