AccountId: 011433970860
ContactId: ed197657-b5c4-4822-b948-724c0d1482b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364470 ms
Total Talk Time (AGENT): 133134 ms
Total Talk Time (CUSTOMER): 144533 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/ed197657-b5c4-4822-b948-724c0d1482b0_20250130T14:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ACL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Yes, hi, good morning. How are you doing today?
[AGENT][NEUTRAL] I'm doing fine. How are you?
[CUSTOMER][NEUTRAL] Good, thank you. I don't know what address you guys have on file for me, but I do need my new APL card. I don't have it.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII] I. Do you need my last name?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] It would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. Would you like my date of birth?
[AGENT][NEUTRAL] Hold on just a moment. Let me get a phone number in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you have your policy number?
[CUSTOMER][NEUTRAL] And I actually don't have my policy number. I have an old card and it's worn out, so I do need my new card.
[AGENT][NEUTRAL] OK, do you have your social security number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And how did you pronounce your last name?
[CUSTOMER][NEUTRAL] How you for.
[AGENT][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you. And you were needing a new card?
[CUSTOMER][NEUTRAL] Correct, but I need to know what address you have on file for me.
[AGENT][NEUTRAL] OK, I can help you with that. And can I verify your address and to see which one we have on file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Can you give me your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your email address?
[CUSTOMER][NEUTRAL] OK, but is that, is that the address you have on file?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] My email is [PII]. You guys never emailed me, so I'm not sure why you're asking me for email.
[AGENT][NEUTRAL] We just have to have it on file, um.
[AGENT][POSITIVE] Thank you, Ms. [PII].
[CUSTOMER][NEGATIVE] Yeah, but I don't want.
[AGENT][NEUTRAL] Yes, ma'am. We don't normally email.
[CUSTOMER][NEUTRAL] I don't, I don't
[CUSTOMER][NEGATIVE] OK, I don't want
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you were wanting to get a new card sent to that address?
[CUSTOMER][NEUTRAL] Correct. And it has to say [PII], not [PII] It's not an apartment. It's a townhouse.
[AGENT][NEUTRAL] OK, and we do have an online service center that you can upload your, I mean print your card off as well.
[CUSTOMER][NEUTRAL] No, it's OK. I'll wait for you to send me the card.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, I'll get that mailed to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII] for for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] But I have a question actually. Has it been mailed to me?
[AGENT][NEUTRAL] It should have it. Let's see when it was effective.
[CUSTOMER][NEUTRAL] Cause I have a
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, OK, it might have been another address the my employer changed the address. I'm not sure.
[AGENT][POSITIVE] Yes, ma'am. I'll get, get them to mail you one out.
[CUSTOMER][NEUTRAL] What is, what is the ID? Is it 0213, I can't read this, 87.
[AGENT][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Hold on just a moment. It is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 02138774.
[CUSTOMER][NEUTRAL] And then how about the uh outpatient?
[CUSTOMER][NEUTRAL] Benefi
[AGENT][NEUTRAL] Hold on one moment. Let me get that. Hold on just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEGATIVE] It doesn't have any num any letters by it.
[AGENT][NEUTRAL] You don't have to have that letter, the email at the end, you don't have to have that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's just the type of product it is.
[AGENT][NEUTRAL] OK, I'm sure.
[CUSTOMER][NEUTRAL] And actually,
[AGENT][NEGATIVE] I'm showing this policy canceled 11 to 25.
[CUSTOMER][NEUTRAL] But you just told me I have a new policy because they did a new policy.
[AGENT][NEUTRAL] The one that I'm showing that's supposed to be active is showing laps 11 to 25.
[CUSTOMER][NEUTRAL] But they did a new one after [PII] of 25. They didn't do a new one after 11 of 25?
[AGENT][NEUTRAL] I'm not showing another one right now.
[CUSTOMER][NEUTRAL] You don't have it with a different ID?
[AGENT][NEUTRAL] No, ma'am. I'm not showing another one.
[CUSTOMER][NEUTRAL] Can I still do it or it's too late?
[AGENT][NEUTRAL] Um, yes, ma'am. You have to get with your employer.
[CUSTOMER][NEUTRAL] I'm aware, but
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Them
[CUSTOMER][NEUTRAL] Is it too late for it, or I can still do it? I know I have to get with my employer.
[AGENT][NEUTRAL] It shouldn't be too late, no, ma'am, you just have to get with them.
[CUSTOMER][POSITIVE] OK, alright, alright. OK, right, right. Thank you. Thank you. Have a good day.
[AGENT][POSITIVE] You're welcome. Thank you, Ms. [PII] for calling APO. You have a good day as well.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Good thanks. Thanks. Bye.
[AGENT][NEUTRAL] Mhm bye bye.