AccountId: 011433970860
ContactId: 20172c93-6c3c-499a-857b-a746790499bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 580580 ms
Total Talk Time (AGENT): 144846 ms
Total Talk Time (CUSTOMER): 221773 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/20172c93-6c3c-499a-857b-a746790499bf_20250328T20:17_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling AP I'm sorry, good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII], and I have coverage with you guys, um, and unfortunately, I left my card at work in my desk because I was talking to the provider and I'm on my way to get an MRI done, so I need to know if you guys can email me a copy of my card.
[AGENT][POSITIVE] It would be my pleasure to assist you with that, Ms. [PII]. What is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Alright, thank you, and I can look up your policy by your social if you don't have that policy number, would that be OK?
[CUSTOMER][NEUTRAL] I do have the, I do have the policy number, um, the policy is 02573230.
[AGENT][NEUTRAL] Well, look at
[CUSTOMER][NEUTRAL] And I also have the group number.
[AGENT][NEUTRAL] 2,573,230. What is your date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, so that is not.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] And you said 2,573,230?
[CUSTOMER][NEUTRAL] Yeah, I'm looking at it right here. The group number, uh, that's the policy number. The group number is 19874.
[CUSTOMER][POSITIVE] I'm gonna order something real quick, so.
[AGENT][NEUTRAL] OK, go right ahead.
[CUSTOMER][NEUTRAL] OK. All right, ma'am. OK. Can I get 3 small M&M McFlurry?
[CUSTOMER][NEUTRAL] OK. That's it.
[CUSTOMER][NEUTRAL] 971. Thank you. I don't, OK, I don't want Oreos. I want uh M&M.
[CUSTOMER][POSITIVE] Are you there? Thank you. All right, I'm sorry about that.
[AGENT][NEUTRAL] I'm here.
[AGENT][NEUTRAL] No, you are fine. And what did you say your last name is?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK. First name?
[CUSTOMER][NEUTRAL] I want an [PII], OK.
[AGENT][NEUTRAL] Go ahead. You take, you.
[CUSTOMER][NEUTRAL] Yes, first name is [PII].
[AGENT][POSITIVE] You go ahead and take care of that. That's important and it sounds mighty good.
[CUSTOMER][NEUTRAL] It is, it's, it's my grandbabies. OK, go ahead. I, I'm sorry.
[AGENT][NEUTRAL] Yeah, you are fine.
[AGENT][NEUTRAL] OK. And can you repeat your date of birth? I found your policy.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, perfect. And what is your current mailing address, email, and phone number?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] It is [PII], um, and my, uh, phone number is [PII].
[AGENT][NEUTRAL] What about your email?
[CUSTOMER][NEUTRAL] Can I get a carrying case? My email is um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like we might have your work email address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, my work email address is [PII].
[AGENT][NEUTRAL] But you want this sent to your personal.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] I do because I'm not at work.
[AGENT][NEUTRAL] Sure. And do you want us to change that email address to your personal email? It's, it's completely up to you.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEGATIVE] No, let's just leave it like it is for now because usually when I'm doing calls like this, I'm at work. That's the problem, um.
[AGENT][NEGATIVE] Gotcha. Gotcha.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] L P E C K
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII], right? [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, I got you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so I am fixing to email you a copy of your card.
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][POSITIVE] My pleasure. I know it's sometimes it's so hard to just.
[AGENT][POSITIVE] Keep everything where it's supposed to be.
[CUSTOMER][NEUTRAL] Well, you know, it's, it's just, you know, you get busy. I was on the phone with them, with the MRI people yesterday, and they needed everything, and then there's like, don't forget your, you know, to bring your card in. I'm like, OK, I get off the phone with them, I get busy, I get a phone call. I set it down and bam.
[AGENT][NEUTRAL] Right, I understand.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just sent that to you from the care team.
[AGENT][NEUTRAL] If you'll, uh, but you're driving, aren't you?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] I am driving, but I'm, I'm good. I'm good. Um.
[CUSTOMER][NEUTRAL] I'm looking.
[AGENT][NEUTRAL] OK, just be careful.
[CUSTOMER][NEUTRAL] It's thinking.
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][POSITIVE] I'm coming to a red light, so we're good.
[AGENT][POSITIVE] Oh good.
[AGENT][POSITIVE] Just wanna make sure you get that, have what you need.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I haven't gotten it yet.
[AGENT][NEUTRAL] Sometimes it takes just a minute.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You might want to check your spam too just in case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's a joke.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I don't have it.
[AGENT][NEUTRAL] I did go to [PII].
[CUSTOMER][POSITIVE] It's not in junk.
[AGENT][NEUTRAL] Did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] No, no, no, [PII].
[AGENT][POSITIVE] I'm so sorry.
[CUSTOMER][NEUTRAL] I said [PII].
[AGENT][NEUTRAL] You sure did.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][POSITIVE] Let me do that again. I'm so sorry.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] One more time.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] And it won't take long.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, let me see.
[CUSTOMER][NEGATIVE] Still nothing.
[CUSTOMER][NEUTRAL] There it is.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me just make sure I have it.
[CUSTOMER][POSITIVE] Absolutely, thank you so much.
[AGENT][POSITIVE] Well, it has been a pleasure to assist you, Miss [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Well, thank you for calling APL and I hope you have a wonderful afternoon and a happy weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.