AccountId: 011433970860
ContactId: e2bd4a8b-381c-43f5-bd7b-288a1dce90d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246889 ms
Total Talk Time (AGENT): 88778 ms
Total Talk Time (CUSTOMER): 115700 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/e2bd4a8b-381c-43f5-bd7b-288a1dce90d7_20250219T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII], um.
[CUSTOMER][NEUTRAL] I'm a member of uh APL, but however, I have this is like the supplemental insurance, right?
[AGENT][POSITIVE] Yes, we do offer supplemental, [PII]. That's correct, yeah.
[CUSTOMER][NEUTRAL] Oh OK, so but now I have this through my, my employee. I'm retired but I have it through an employer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what I was calling to find out, should I update my information with you as well?
[CUSTOMER][NEUTRAL] But I'm, I relocated
[AGENT][POSITIVE] Yeah, let's definitely take a look. It may have carried over, but I'm happy to check on it for you, [PII] and see, make sure we have the updated address contact info. Do you have your policy number?
[CUSTOMER][NEUTRAL] The policy number, let me see what would they, where would that be? Let me see, let's see.
[CUSTOMER][POSITIVE] Uh, it's the group policy and its effective.
[CUSTOMER][NEUTRAL] Oh, and I might need another card as well. Uh, let me see what's the policy? What number would that be? Would it be benefits or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You should see like, yeah, so you should see that in hospital or outpatient certificate number. You can give me either one.
[CUSTOMER][NEUTRAL] Outpatient.
[CUSTOMER][NEUTRAL] OK, I'm gonna give you the uh uh what it is hospital benefits. The number is 02.
[CUSTOMER][NEUTRAL] 5057.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] M [PII], 7.
[AGENT][NEUTRAL] Thank you so much for that, [PII]. And then if you could verify with me your date of birth and then go ahead and give me what the address should be on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and then address?
[CUSTOMER][NEUTRAL] The the new address where I'm located now?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, the new address is gonna be [PII].
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], what is it, hold on, uh, is it [PII]. Let me, let me check.
[AGENT][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Uh, let me make this sure that's correct yes it's [PII].
[CUSTOMER][NEUTRAL] And then we want to go.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you so much, [PII] and then the email we have on file is the number 1 [PII]. Is that still a good email for you?
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK, great. So actually it looks like [PII] the address had already been updated. We have the [PII] on file, so you're good to go on that. Um, did you have any other questions or concerns?
[CUSTOMER][POSITIVE] Yeah, because the card I'm looking at now, it says effective dates uh [PII], so it'll try to get another one so that's that's a really good card.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah, that's still a valid card that's just showing when this policy became effective. Your policy is still active, so you don't need a replacement card.
[CUSTOMER][POSITIVE] OK, OK, so we're good to go.
[AGENT][POSITIVE] You are good to go on that, [PII]. Yeah, absolutely.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][POSITIVE] My pleasure. Thank you for calling APL. I hope you have a nice rest of your day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Take care. Bye-bye.