AccountId: 011433970860
ContactId: 24985d13-31f5-4e98-9273-68834dd6124d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243270 ms
Total Talk Time (AGENT): 98928 ms
Total Talk Time (CUSTOMER): 64766 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/24985d13-31f5-4e98-9273-68834dd6124d_20250224T17:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hey, um, I'll try, I I see that with my, um, mem my member ID number for my insurance.
[AGENT][NEUTRAL] OK, so you're calling for your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am, um, I don't remember getting it in the mail, but I know I signed up for y'all, uh, a while back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, spell your last name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] OK, and Mr. [PII], uh, verify your date of birth, or you already did that, your mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Uh, uh, 2.
[CUSTOMER][NEUTRAL] [PII] City, [PII] and uh [PII].
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, cause I show you have.
[AGENT][NEUTRAL] Three policies with us, a dental or critical illness and a medical. And so, you say you have not received your information?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, I don't have nothing like a um card or nothing. I'm at the uh doctor right now, but I don't have like a card to show them and um they will ask me if I can get a, uh, I think it's called a member ID.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Yes, I can give your policy number.
[AGENT][NEUTRAL] And um give me.
[CUSTOMER][NEUTRAL] Uh, person.
[AGENT][NEUTRAL] Yeah, let me know when you're ready.
[CUSTOMER][POSITIVE] Uh, I'm ready for it.
[AGENT][NEUTRAL] Uh, so your policy number is 257-0825.
[CUSTOMER][NEUTRAL] 825 and who, who, who are you with?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] A PM
[AGENT][NEUTRAL] Yes, sir. And your effective date is [PII].
[AGENT][NEUTRAL] And let me see.
[AGENT][NEUTRAL] And you should have received your cards. Um, if you like, I can send a request for your cards to be mailed out to you again, or we can have it emailed to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, that, uh, that'll work. You can have uh well you both.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me one quick moment.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, I can, I'm gonna email your card in a few moments and I'll send out a request to I have your card mailed. You should receive it in 3 to 5 business days as far as the card being mailed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, alright, that'll work.
[AGENT][NEUTRAL] OK. Uh, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Oh man, there are
[AGENT][POSITIVE] OK. Uh, thank you for calling APL. You have a great rest of your day.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] All right, bye.