AccountId: 011433970860
ContactId: f075bde6-081f-4989-88ae-026b75c7ca18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 670799 ms
Total Talk Time (AGENT): 245291 ms
Total Talk Time (CUSTOMER): 269504 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/f075bde6-081f-4989-88ae-026b75c7ca18_20250625T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name's [PII], and I'm just trying to figure out how I could get a copy of my card from my policy that, um, my gap insurance that's that's now expired, but I still have a, um, an old bill that I'm trying to file through.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I don't have my card anymore.
[AGENT][NEUTRAL] OK. All right, [PII]. um, can you please spell your last name for me, sir?
[AGENT][POSITIVE] And I can help you with your card.
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] [PII] R.
[AGENT][NEUTRAL] OK, thank you. Do you know your policy number, [PII]?
[CUSTOMER][NEUTRAL] I do. I see, so, um, coverage of the group number what do you need exactly? Because I have my brother's card and copy of it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, if you can
[CUSTOMER][NEUTRAL] He's uh he he's the corporate CFO of the company.
[AGENT][NEUTRAL] OK, if you can give me the either the inpatient or the outpatient cert number that's on the card, either one of them will work.
[CUSTOMER][NEUTRAL] OK, yeah, it's 0234 0620 M like Mary L like Larry 7.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because my wife was hospitalized in um a while back, um, in February.
[CUSTOMER][NEGATIVE] So, and they're still trying to send me bills and stuff, some of it might be covered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, so let me pull up your group number and then look for your name.
[AGENT][NEUTRAL] It's gonna be just a minute.
[CUSTOMER][NEUTRAL] And the group is 247-57.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][POSITIVE] If that helps you, yeah.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] It's gonna be just a minute. It's gonna.
[AGENT][NEUTRAL] Take a little bit for it to pull in, sir.
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] Yeah, I know it expired I think uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The only way that I'll be once it pulls up your name and I can find out what your policy number is, the only way I'll be able to send it to you is through email because if the policy is lapsed it won't let us issue a card on the lapsed policy.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that's fine, that's fine as long as I can print it out, that's no problem.
[AGENT][NEUTRAL] But I, I could send it.
[AGENT][NEUTRAL] Yes sir but I can send it by email for you, but this um group is a huge group, so it's taken a while for it to download.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, no, it's no problem.
[CUSTOMER][NEUTRAL] Yeah, we have uh like 100 and some employees.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Right, and it's under TCR TRC staffing so it's like all the, I have to go back and even get the old um policies.
[AGENT][NEUTRAL] That are lapsed
[CUSTOMER][POSITIVE] Wow, OK.
[AGENT][NEGATIVE] 2. So it's pulling it, it takes a long time for it to pull it. I'm sorry.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well, is there uh would you want me to just to send you an email and you can reply when you, when you get it?
[CUSTOMER][NEUTRAL] If that helps.
[AGENT][NEUTRAL] Um, you can do that or let me try to do it another way. Let me open another screen and see if I can get it another way for you.
[AGENT][NEUTRAL] I'm trying to think how I can beat it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because I saw an email about Trojan, he told me he was like, if you're gonna go to someone else over a couple of dollars. It's $5. So he's gonna talk to his boss about not selling us batteries, period, or picking up the cords. Well, he doesn't need to know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] He doesn't need to know about that part. He doesn't, but make sure you don't see that. No, but he stops buying enough that he's gonna know we're not buying it from him and the minute he sees that. No, that's what I said, we'll still buy a pallet once a once a month or something. Well, he's gonna know, he's not stupid. I mean it's more what is it? That's what happens, that's what.
[AGENT][NEUTRAL] M E R
[CUSTOMER][NEGATIVE] Dude, it's like $5 to $7 better. It's a big amount. I just wanted to tell you I'm gonna email him now to get those 4s picked up so we got 4 pallets, but I just wanted to tell you that's what he told me last time he was here. Oh yeah, that's not smart on his part because then yeah he's only shoot himself in the foot.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Yeah, well, I've been to that place, Pearl sanctuary thing.
[AGENT][NEUTRAL] It's almost up, sir.
[CUSTOMER][POSITIVE] Yeah, no worries.
[AGENT][POSITIVE] I appreciate you being patient with me.
[CUSTOMER][POSITIVE] I'm doing my other work at the same time so we're all good.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] so you
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Now does my wife have her own card or is she just under my name?
[AGENT][POSITIVE] I'll be able, I'll be able to check that just as soon as um I get your policy pulled up for you.
[CUSTOMER][NEUTRAL] And how does that work?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] As a point. OK.
[CUSTOMER][NEUTRAL] Alright, yeah, because I'll need her her copy too, so.
[CUSTOMER][NEUTRAL] What's your email address?
[AGENT][NEUTRAL] It is [PII] M.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do I put attention to you?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] If I send an email? oh OK.
[AGENT][NEUTRAL] No, it would have to, um, it, that's, it, it would just go to the care team and then the care team would take care of it for you.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK, so it didn't pull up your name that way. Let me try another way.
[CUSTOMER][NEUTRAL] I got my brother's card. He has the same last name as me, so I'm looking at his card.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] It's gonna be just a moment. It's trying to, it's hard to.
[AGENT][NEUTRAL] Get a card when the policy is no longer active, but I'm gonna try to pull it up in the RCI. Can you give me your social?
[CUSTOMER][NEUTRAL] Oh right.
[AGENT][NEUTRAL] That'll pull it in for us.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, got you right here.
[AGENT][NEUTRAL] Boom.
[CUSTOMER][POSITIVE] Well that was easier. I can give you my wife too.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK. And can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you sir, and then also your address and your phone number, sir, that we would have on the policy for you.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] [PII], that's my home address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] And I'm getting ready to pull up your old policy so I can get that certificate.
[AGENT][NEUTRAL] And your wife is on your policy, sir.
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] Your wife's name is uh.
[CUSTOMER][NEUTRAL] Oh yeah, [PII] A.
[AGENT][NEUTRAL] Yes, and she was on, uh, yes sir, she was on your policy. Let me give you the policy number.
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] It's 234.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 0653.
[CUSTOMER][NEUTRAL] 234-065-3 OK.
[AGENT][POSITIVE] Yes, sir, that's correct.
[AGENT][NEUTRAL] And I got your card pulled up right here. I'm getting ready to email it to to the email address that we have on file.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, you should have bill at [PII].
[AGENT][NEUTRAL] Yes, that's what I have.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Sweet.
[AGENT][NEUTRAL] OK, it's gonna be just a second. It's gonna.
[CUSTOMER][POSITIVE] It's gotten much faster than I thought it would.
[AGENT][NEUTRAL] Well, once we found your um social, once we got your social and I got out of the group, which the group was just kind of spinning once I got out of it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] It um went a lot faster.
[CUSTOMER][NEUTRAL] Now you limited the records to a lot less. There's only me.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's that's a pretty quick.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] What are you selling?
[CUSTOMER][POSITIVE] Oh sweet.
[CUSTOMER][NEUTRAL] 25.
[CUSTOMER][POSITIVE] Perfect, good deal.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Very good.
[AGENT][POSITIVE] OK, I've got it on its way to you now sir.
[CUSTOMER][NEUTRAL] Alright, I'm waiting I'm sitting in front of my email.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] I'll make sure it comes through.
[AGENT][NEUTRAL] Yeah and check your spam and junk too if we don't get it here in just a sec it is gonna take a little while for it to send to you.
[CUSTOMER][NEGATIVE] Yeah, I'm looking at my junk email now nothing in there.
[CUSTOMER][NEGATIVE] But nothing's coming in my inbox either.
[CUSTOMER][NEUTRAL] Yeah, I don't think I ever even got the car originally, so.
[CUSTOMER][NEUTRAL] 13 copy of APL card.
[AGENT][NEUTRAL] Yeah, that's me.
[CUSTOMER][POSITIVE] Just saw there it is. OK, sweet. All right, I really appreciate it.
[AGENT][POSITIVE] It's no problem. Is there anything else, um, Mr. [PII], I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that
[CUSTOMER][POSITIVE] I'll do it. You've been awesome. Hope the rest of your day goes good.
[AGENT][POSITIVE] OK. Well, thank you.
[AGENT][POSITIVE] I hope yours does too and thank you, thank you for calling APL bye bye sir.
[CUSTOMER][NEUTRAL] OK, we'll talk to you.
[CUSTOMER][NEUTRAL] OK, bye.