AccountId: 011433970860
ContactId: 1e8beef1-56ff-4861-91ca-a553f35f7b75
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146559 ms
Total Talk Time (AGENT): 46008 ms
Total Talk Time (CUSTOMER): 64723 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/1e8beef1-56ff-4861-91ca-a553f35f7b75_20250512T14:45_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yeah, I'm trying to log in and get a copy of my insurance card, but it won't let me.
[AGENT][NEUTRAL] OK, let's see what might be happening. What is your name and your policy number?
[CUSTOMER][NEUTRAL] Uh, policy number I actually don't know because I can't get my broker to send me an email so I'm trying to log in for the first time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can search it by your social if you'd like.
[CUSTOMER][NEUTRAL] Sure. Uh, name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And social is [PII].
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What type of policy do you have?
[CUSTOMER][NEUTRAL] Uh, it should be dental. There's an eye care one as well.
[AGENT][NEUTRAL] Is it a new policy or you've had it for a while?
[CUSTOMER][NEUTRAL] Uh, well, it's new this year.
[AGENT][NEUTRAL] Uh, effective what day?
[CUSTOMER][NEUTRAL] January.
[AGENT][NEUTRAL] January, OK.
[CUSTOMER][NEUTRAL] Uh, that I don't know. I, yeah, January it was.
[AGENT][NEUTRAL] OK. Can you spell your last name for me again?
[CUSTOMER][NEUTRAL] Yep, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy is with American Public Life?
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] I'm not finding it under your name or that social.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] So I was asking if it was a new policy.
[CUSTOMER][NEUTRAL] All right, well I guess I gotta reach out to.
[CUSTOMER][NEUTRAL] I broker again and see if I can get a hold of him, see what he did.
[AGENT][NEUTRAL] And so that that would be why you cannot create an online account.
[AGENT][NEUTRAL] I search by your name and then the social as well.
[CUSTOMER][NEUTRAL] Gotcha. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, anything else?
[CUSTOMER][NEUTRAL] All right. Well, let me try to get a hold of this guy and see what he did to me. No, that'll be it.
[AGENT][POSITIVE] All right, [PII], thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] Bye bye.