AccountId: 011433970860
ContactId: e226087d-9128-4d5c-83d6-f3727371cc1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348739 ms
Total Talk Time (AGENT): 131869 ms
Total Talk Time (CUSTOMER): 155789 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/e226087d-9128-4d5c-83d6-f3727371cc1a_20250110T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon, um, I'm, uh, I've got uh the medical gap insurance through my employer effective [PII], and I needed to request an additional, um, a few additional ID cards. Can you assist me with that?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, absolutely I can um can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Uh, [PII], the last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], what is your phone number just in case our call is disconnected? I'll, I can call you back.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Sure, [PII], that's my work number right uh where I'm calling from.
[AGENT][NEUTRAL] OK, thank you Ms. [PII], and then what is your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, I don't know. I've already given two of my cards out to my kids that are, um, you know, attending college outside of where we live, so I don't know. I can give you my, um.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] My full well you have my full name. Can you find it that way?
[AGENT][NEUTRAL] Uh, can I get your social security number and they'll pull it in for us?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me get it pulled in for us that way.
[AGENT][NEUTRAL] OK, Ms. [PII], for security reasons can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then I also need for you to verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Um, it might be [PII] or [PII].
[AGENT][NEUTRAL] Yeah, yes, ma'am. I've got your work one and then, and then your physical address?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then one last verification, your cell phone number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. I appreciate it. OK, so I am going to get uh your cards ordered. Do you need two of them? Is that correct?
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] I, I, I would need 3 more please.
[AGENT][NEUTRAL] 3 more, OK, and I'm also gonna give you our um online service center too.
[AGENT][NEUTRAL] If you ever need any more after I send these 3 to you or if you ever need to file a claim, it's a it's a portal to your policy it is um.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] May, uh, can you give me, let me ask you this because we've had this, um, medical gap before with my employer, but we're back, back to you guys this year. So what's the, uh, website? Uh, I wanna see if I already have an account.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, it's secured [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] [PII] oh.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it says the site can't be reached.
[AGENT][NEUTRAL] Mm, let me check it on my end.
[AGENT][NEUTRAL] Uh, don't put the [PII] in, just type in [PII].
[CUSTOMER][NEUTRAL] I did, yeah, [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let me say reload here it's not.
[CUSTOMER][NEUTRAL] No hm.
[AGENT][NEUTRAL] It pulled in for me.
[CUSTOMER][NEUTRAL] Let me see if I can reach out on my uh mobile phone.
[CUSTOMER][POSITIVE] So it's uh secured.
[AGENT][NEUTRAL] Are you using a mobile phone or a desktop or what are you?
[CUSTOMER][NEUTRAL] No, I, I was using my desktop at the office. I didn't reach it that way.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Secured. [PII].
[AGENT][NEUTRAL] Did you type it into the search?
[CUSTOMER][NEUTRAL] OK, I got I can reach that on I can reach that on my uh mobile but I for some reason I can't reach that.
[CUSTOMER][NEUTRAL] On my um
[CUSTOMER][NEUTRAL] Work phone number OK, let me, I'll try and log in. I don't remember.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, I'm gonna see if I can log in, but you, you, you have my request for the 3 additional cards, and it'll be mailed to the home address I provided.
[AGENT][NEUTRAL] Yes, ma'am. It'll be mailed to the home address you provided. And if you want, um,
[AGENT][NEUTRAL] Do you want me to send you an extra? Do you want 4 instead of 3?
[CUSTOMER][POSITIVE] Uh, I guess that's fine, yeah, thank you very much.
[AGENT][POSITIVE] OK. You're welcome. Just in case one of them gets tore up or one of the kids loses one or you know how that goes.
[CUSTOMER][NEUTRAL] Yeah, OK, and so it'll be like a week or so?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][POSITIVE] OK. All right, thank you.
[CUSTOMER][POSITIVE] Tha thank you very much. OK, bye bye.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. You have a great weekend. Thanks for calling APL.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] You're welcome