AccountId: 011433970860
ContactId: 0d1130cf-230c-4af2-8905-74ca7f86d8b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306100 ms
Total Talk Time (AGENT): 126709 ms
Total Talk Time (CUSTOMER): 135888 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/0d1130cf-230c-4af2-8905-74ca7f86d8b8_20250313T19:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you today?
[AGENT][POSITIVE] I'm doing well. How are you doing today, sir?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Good, I was going through trying to get.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Online I was going through trying to get my card.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEGATIVE] And I went through everything. I went through everything and now I got to, it says oops there has been an error. Looks like we're experiencing technical difficulties. So, and I can't go anywhere. It says OK, but it's.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know if it's trying to get through to y'all or what, but I just need my benefit card.
[AGENT][NEUTRAL] OK, I can help you with your card, sir. Can I get your name and your policy number?
[CUSTOMER][NEUTRAL] Well, I don't have a policy. What it is is I just, it's on my, I work at a school and when we do our insurance I just put it on my.
[CUSTOMER][NEUTRAL] My insurance because it's all together and y'all have never sent me anything so I figured I could just give you my name and you could find it there.
[AGENT][NEUTRAL] Yes, I can look it up with your name and your social.
[CUSTOMER][POSITIVE] Yes, I can give you that.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] You ready?
[AGENT][POSITIVE] I'm ready, sir.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And it is [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] And I don't know if it makes any difference. I got the high plan. I don't know if that makes any difference with help finding it, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], I think I have you pulled up right here. Um, can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then we're going to for security reasons we're gonna need to.
[AGENT][NEUTRAL] verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Yep, it's
[CUSTOMER][NEUTRAL] Yep, it's [PII]. My email is [PII] and I forgot the third one you needed.
[AGENT][NEUTRAL] Your phone number, sir.
[CUSTOMER][NEUTRAL] I, I'm sorry, [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for me [PII]. Now if we get disconnected, is that also um a good number to call you back on? OK, awesome.
[CUSTOMER][NEUTRAL] You bet.
[CUSTOMER][NEUTRAL] Yes, yeah, that's that's the only phone that's the only phone I got is my cell phone, so that's the only number.
[AGENT][NEUTRAL] OK. Yes, sir. OK. All right. So, um,
[AGENT][NEUTRAL] What I'm going to do is I can order a card for you to be mailed to your home address that you just verify.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I can um order it right now while we're on the phone if you like.
[CUSTOMER][NEUTRAL] But your
[CUSTOMER][NEGATIVE] You, you're cut, you're cutting out. hello.
[AGENT][POSITIVE] I can order it right. I'm sorry. Yes, sir, I can hear you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I can't you're, you're kind of phasing in and out. I mean, I can hear you now, but.
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] OK, good.
[AGENT][POSITIVE] OK, sorry about that.
[AGENT][NEUTRAL] But I can order that card for you right now while we're on the phone together. Would you like for me to order it?
[CUSTOMER][POSITIVE] No, you're good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me get that taken care of.
[AGENT][NEUTRAL] And then also I can give you your policy number too since you didn't know it.
[AGENT][NEUTRAL] So you have it if you would like.
[CUSTOMER][NEUTRAL] No, I just, I, I don't know why because, because usually with our, with our insurance card they just send it and I never thought about getting one from y'all until I was just looking at my policy so.
[CUSTOMER][POSITIVE] Policy number would be great.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK, let me give that to you it's um are you where you can write it down?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, it's 253.
[AGENT][NEUTRAL] 3801.
[CUSTOMER][NEUTRAL] Got it 253-380-1.
[AGENT][NEUTRAL] Yes, sir, that's it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I have that card ordered for you right now, sir.
[CUSTOMER][POSITIVE] OK, thank you, ma'am I appreciate it.
[AGENT][POSITIVE] You're very welcome, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, ma'am, you were awesome thank you.
[AGENT][POSITIVE] You're very welcome and thank you for the compliment. I hope you have a wonderful night and thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] You bet bye.