AccountId: 011433970860
ContactId: e1184bf2-bb23-4716-8021-c46e27637bcc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376459 ms
Total Talk Time (AGENT): 79758 ms
Total Talk Time (CUSTOMER): 168698 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/e1184bf2-bb23-4716-8021-c46e27637bcc_20250521T17:03_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I have a secondary insurance with you guys and
[CUSTOMER][NEUTRAL] Uh, it's from [PII]. Uh, I didn't receive the new ones and, um, you know, this one started to be very, very, you know.
[CUSTOMER][NEGATIVE] Used and abused. So, um I would like to, if you can send me via email, the new cards.
[AGENT][NEUTRAL] OK. Do you have that new policy number or I can look it up by your old one too?
[CUSTOMER][NEUTRAL] Sure, uh, is the payer ID, no? You're asking?
[AGENT][NEUTRAL] Uh, it should be the policy certificate number.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Is OK, so on insurance is the payer ID on the right.
[CUSTOMER][NEUTRAL] Hand side on the corner.
[AGENT][NEUTRAL] Uh, there should be
[CUSTOMER][NEUTRAL] It's 60
[AGENT][NEUTRAL] Yeah, there should be one on bottom left hand side.
[CUSTOMER][NEUTRAL] Bottom left hand.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] There is nothing. It says um.
[CUSTOMER][NEUTRAL] And hospital benefits.
[CUSTOMER][NEUTRAL] Certified number outpatient benefit.
[AGENT][NEUTRAL] Yes, that number.
[CUSTOMER][NEUTRAL] OK. So in hospital benefit certified number is 02458549.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] OK, and then Mr. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, and then just need two more pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, looks like we have a different address.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I think it's it's an old one you might have.
[AGENT][NEUTRAL] Uh, do you know what it could be?
[CUSTOMER][NEUTRAL] Uh yes, I think you have the one on [PII]. Let me see if I wrote it down. I moved there two years ago.
[CUSTOMER][NEUTRAL] Uh, give me a second.
[AGENT][NEUTRAL] Um, this one looks like a deer fielded beach.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, it's on [PII].
[CUSTOMER][NEUTRAL] Um, shoot, hold on a second. I have it. I wrote it down. Just give me a second.
[AGENT][NEUTRAL] Which
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. um, and I don't have an email on file, um, do you wanna add an email?
[CUSTOMER][NEUTRAL] Sure. It's [PII] name, [PII]. [PII].
[AGENT][NEUTRAL] OK, and then do we need to update your address?
[CUSTOMER][NEUTRAL] Um, you know something, you can do it, yes, uh, but I'm gonna move again.
[CUSTOMER][NEUTRAL] In in a month, uh, we just bought a house, so we're gonna move like around July.
[CUSTOMER][NEUTRAL] But updated for the current address.
[AGENT][NEUTRAL] OK, let me get that pulled up.
[CUSTOMER][NEUTRAL] So that
[CUSTOMER][NEUTRAL] The new address, the, the address that I'm
[CUSTOMER][NEUTRAL] Leaving right now is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII]. Is that right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And then we've got your email address, [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, I will send you a copy of your new card, um, by email. And what else can I help with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, that's it. That's it.
[AGENT][NEUTRAL] OK, I'll get that sent over just give me a few minutes, OK?
[CUSTOMER][POSITIVE] Sure. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.