AccountId: 011433970860
ContactId: 18752c56-bfbc-44a1-8c43-54ac2bc7a34c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165539 ms
Total Talk Time (AGENT): 85749 ms
Total Talk Time (CUSTOMER): 69239 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/18752c56-bfbc-44a1-8c43-54ac2bc7a34c_20250107T18:50_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, my husband lost the um APL cards. Can we get um another copy in the mail please?
[AGENT][NEUTRAL] Sure, I can help you with your ID cards and getting a new copy. Um, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I am [PII] and it's [PII].
[AGENT][POSITIVE] Thank you for that. Oh, I'm sorry.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No, go ahead.
[AGENT][NEUTRAL] And um just your policy number.
[CUSTOMER][NEUTRAL] There might be a oh.
[CUSTOMER][NEUTRAL] Um, it is 00964740.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's uh [PII].
[AGENT][NEUTRAL] And can you verify the address on file? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And then, um, Ms. [PII], can you verify just your date of birth as well?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And um would you like those ID cards, uh, let me go back to your address. The ID card sent to the address on file?
[CUSTOMER][NEUTRAL] The [PII], yes.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] All right. Well, I just put a request to have those cards um sent to you. Um now, I will usually say give it about a week at least because it's coming, you know, through the mail, but it is on the way to you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I, right.
[CUSTOMER][NEUTRAL] And and where's it coming from [PII]?
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] Now, to be honest, I don't know if it comes out of, because we have [PII] too, so I'm not sure with the ID cards, which one it comes out of.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. I, I want.
[AGENT][NEUTRAL] But I want to say [PII].
[CUSTOMER][NEUTRAL] OK, that's fine that's fine just it's kind of nice in case there's nothing on the envelope I'll look for that so OK.
[AGENT][NEUTRAL] Yes, I will look for [PII] or [PII], because those are two locations.
[CUSTOMER][POSITIVE] Sounds perfect thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That's all, thank you.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL and have a great day and happy New Year.
[CUSTOMER][POSITIVE] Thank you, same to you.
[AGENT][POSITIVE] Thank you.