AccountId: 011433970860
ContactId: 233bf4c9-5809-4e55-8f6d-21055fc3f4e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238029 ms
Total Talk Time (AGENT): 69831 ms
Total Talk Time (CUSTOMER): 55088 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/233bf4c9-5809-4e55-8f6d-21055fc3f4e5_20250210T19:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey this is [PII].
[CUSTOMER][NEGATIVE] Uh, I called earlier for me email, emailing my medical card and stuff, and I ain't never received it.
[AGENT][NEUTRAL] OK, and do you happen to have your policy number?
[CUSTOMER][NEUTRAL] Uh, let me get it. It's in my phone.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 247.
[CUSTOMER][NEUTRAL] 86
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] 02574805
[AGENT][NEUTRAL] Um, it's not one of our policy numbers. What's your last name again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]? OK. And, and what state are you from?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] This
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, give me one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and verify your mailing address and email address. Make sure we have that correct.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and let's see.
[AGENT][NEUTRAL] And this is for dental.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Dental and medical.
[AGENT][NEUTRAL] Uh, I sure you have a dental and short-term disability policy with us and a short-term disability doesn't come with a card, but um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I see. Let me make sure I can pull it up.
[AGENT][NEUTRAL] OK. Well, I'll email your card to you in a few moments and it's you said.
[AGENT][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] OK, I'll email this to you in a few moments, OK?
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh, not at the moment right now.
[AGENT][POSITIVE] OK. Well, I thank you for calling APL and you have a great day, Mr. uh [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.