AccountId: 011433970860
ContactId: 047f4b18-c253-421a-8384-2e1713d6154c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297070 ms
Total Talk Time (AGENT): 83883 ms
Total Talk Time (CUSTOMER): 98969 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/047f4b18-c253-421a-8384-2e1713d6154c_20250506T17:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am, we needed to try to figure out um how to get copies of our insurance cards.
[AGENT][POSITIVE] OK, I can help you with that.
[CUSTOMER][NEUTRAL] My husband needs to
[CUSTOMER][NEUTRAL] To go to the dentist, but we, we don't have cards or number or anything.
[AGENT][NEUTRAL] OK, do you, um, I can look it up by your last, his last name or social.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm it's [PII].
[AGENT][NEUTRAL] OK, I'm getting that pulled up. Just give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, do you have his date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then what is your address?
[CUSTOMER][NEUTRAL] [PII] and we also use the [PII].
[AGENT][NEUTRAL] And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and is um is [PII] available? Because I don't have an email on file and I can only take one from him.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] You gotta come here.
[CUSTOMER][NEUTRAL] She said she don't have an email on file and she can only take one from you. [PII].
[CUSTOMER][NEUTRAL] So do you wanna give her mine and yours? OK, you have, but you have to give it to her. I can't give it to.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hi, is this [PII]?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, can you hear me? OK, um, I, I don't have an email on file for you, so I need to have one for our files so I can email you a card.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Yes ma'am, I can.
[AGENT][NEUTRAL] Um, what's a good email address?
[CUSTOMER][NEUTRAL] Alright, she's gonna give it to you.
[CUSTOMER][NEUTRAL] [PII] that
[AGENT][NEUTRAL] OK, so I have authorization to talk to your spouse.
[CUSTOMER][POSITIVE] Yes, ma'am, you do.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] OK. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me get this updated real quick.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, just wanna make sure I have it right. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, I will get those cards emailed your way. Um, just give me about 2 minutes and then you'll receive that card.
[CUSTOMER][NEUTRAL] OK, could you tell us the coverage because he's having, he has um.
[CUSTOMER][NEGATIVE] A tooth in the back that's been bothering him and we don't know if he'll need it pulled or if they're just gonna.
[CUSTOMER][NEUTRAL] Antibiotic or whatever. We don't even know the coverage cause we haven't used it in like years.
[AGENT][NEUTRAL] Uh, yes, hold on one moment let me get.
[AGENT][NEUTRAL] Do you want me to send a coverage outline to that email too, so you can review that?
[CUSTOMER][POSITIVE] Yes ma'am, please.
[AGENT][NEUTRAL] OK. OK, I'll put a coverage outline in there. It'll show a breakdown of your benefits, how it pays, um, on each type of benefit, um, and then I'll also give you the ID cards.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, no, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.