AccountId: 011433970860
ContactId: 139dd099-62d2-4561-a43f-5b297d1ec68e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254850 ms
Total Talk Time (AGENT): 112198 ms
Total Talk Time (CUSTOMER): 66151 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/139dd099-62d2-4561-a43f-5b297d1ec68e_20250417T18:00_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is. How may I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, um, I'm just trying to um get an email of a virtual.
[CUSTOMER][NEUTRAL] Insurance card?
[AGENT][NEUTRAL] All right, your ID card. Um, do you happen to have a policy number already?
[CUSTOMER][NEUTRAL] Um, yes, I'm, I have 2 right here. I can read the first one and see if it's right.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] Um, there's 50s in front of it and then it's a 2,609,430.
[AGENT][NEUTRAL] All right. Can you repeat it? 2609?
[CUSTOMER][NEUTRAL] 430
[AGENT][NEUTRAL] 430. Alright.
[AGENT][NEUTRAL] And may I have your name, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right, Ms. [PII].
[AGENT][NEUTRAL] This is the policy number and just for verification steps, can you tell me your date of birth and address, please?
[CUSTOMER][NEUTRAL] Uh my address is [PII], and my date of birth is [PII].
[AGENT][POSITIVE] All right, thank you very much.
[AGENT][NEUTRAL] Alright, and let me just a second while I pull up your policy ID card.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Alright, I do have them available and let's see really quick, is the email provided a good email that we can use to email them to you?
[CUSTOMER][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, mhm, yes, that is the one that we have.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yeah, that's perfect.
[AGENT][POSITIVE] All right, I'm working on this email really quick for you.
[CUSTOMER][NEUTRAL] I have the um dental and the one that I use at the pharmacy, but I need like the general doctor one if that makes sense.
[AGENT][NEUTRAL] Uh, OK, I see. Um, well, APL only handles, um, the dental and hospital indemnity, um, ID card, uh sorry, policy and ID card for you. Um, as for the major medical, that would be, that would probably be for, um, with another provider, it won't be with us.
[CUSTOMER][NEUTRAL] Um, so like the doctor's visit, like the virtual doctor's visit isn't like the I don't have the card for you guys.
[AGENT][NEUTRAL] No, it won't be through us. It will be through another um provider.
[CUSTOMER][NEUTRAL] So that's probably the Carrington one.
[AGENT][NEUTRAL] Um, yes, that will be.
[CUSTOMER][NEUTRAL] Can you look who it is?
[AGENT][NEUTRAL] Unfortunately, we don't handle, unfortunately, we don't handle that part of the information. We only have the dental policy and that's all we have. You could probably reach out to your um human resources department or the one that um enrolled you with the policies. Um, they should have that part of the information.
[CUSTOMER][NEUTRAL] So it is Carrington.
[CUSTOMER][NEUTRAL] So my workplace.
[AGENT][NEUTRAL] Mhm, yes, that will, they will, they will be the ones.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Would you still like me to send the virtual um policy ID cards for the hospital indemnity and dental?
[CUSTOMER][NEUTRAL] Um, yes, I, yeah, if you, if you may, please.
[AGENT][NEUTRAL] Mhm. Alright, you should receive this in a couple of minutes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] You too.