AccountId: 011433970860
ContactId: 17bda44b-cd67-4734-a956-92d43cc54bbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232279 ms
Total Talk Time (AGENT): 139859 ms
Total Talk Time (CUSTOMER): 76145 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/17bda44b-cd67-4734-a956-92d43cc54bbe_20250110T21:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I need to get an ID card.
[AGENT][POSITIVE] OK, yeah, I'd love to help you get an ID card today, my friend, and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see. Do you mind if I go ahead and get your first name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you, Miss [PII]. And do you mind if I also grab a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And
[AGENT][NEUTRAL] Let me see. I'm gonna ask, but it's OK if you don't. Um, do you know your policy number by any chance?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] You know what, I was just looking through the drawer, huh.
[AGENT][POSITIVE] I can also search it with your social, um, so no worries if not.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, let me give you the social.
[AGENT][NEUTRAL] You betcha.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, give me one moment to look for that and then Miss [PII], what was your last name or is your last name? I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. And could you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. So I'm just gonna verify a few other bits of information if you don't mind verifying your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And then could you verify for me the email address on file?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, thank you. And then, um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] That phone number, it actually looks like the same one you just gave me, so no worries, we're good there.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I am pulling up your ID card as we speak and I will send it to you via email, OK?
[CUSTOMER][POSITIVE] That would be fabulous.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah, I was at school today. I thought, I don't have one of those, and I said, I've never even really used it.
[AGENT][POSITIVE] Oh yeah, you definitely wanna do that. It can help you out.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's what, cause I guess it's like a secondary insurance, like whenever you go somewhere, do you put that in as a secondary?
[AGENT][NEUTRAL] Yeah, I would give them this along with your major medical or at least let them know you have it. Um, the goal is, um, the idea of this card or like this plan is that it should help pick up and pay for things that major medical applies to your co-pay, your co-insurance or your deductible for accident or sickness. Um, we don't really cover anything routine, and then every policy is a little different, but if you're in an urgent care or
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Something like that, it should just help pick up and cover some out of pocket expenses for you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, and Miss [PII], I am getting ready to send that email to you in just one second. I'm almost done with it. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] So if I, if you
[CUSTOMER][NEUTRAL] If you send that email, I can just copy that and have that?
[AGENT][NEUTRAL] Yeah, it's um it'll come through as a PDF, the image of the, um, and you can do whatever if you want to print it and have a physical copy you can um if you just want to save it on your phone, you can, but it'll come through as an attachment for you.
[CUSTOMER][POSITIVE] That'll be good enough.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][POSITIVE] Awesome. Alright, I am hit send on that right now. It should be coming your way and then if there's anything else you need, don't hesitate to reach out to us.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII].
[AGENT][POSITIVE] Hey, my pleasure, thank you.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Bye bye.