AccountId: 011433970860
ContactId: 24a3fb91-2837-4cbe-83a8-ae68a2c3a78e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221210 ms
Total Talk Time (AGENT): 109513 ms
Total Talk Time (CUSTOMER): 83462 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/24a3fb91-2837-4cbe-83a8-ae68a2c3a78e_20250516T17:17_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I'm trying to get a copy of my health insurance card.
[AGENT][NEUTRAL] OK, and Mr. [PII], do you happen to have a policy number?
[CUSTOMER][NEUTRAL] Um, now, I, I have the, uh, the dental policy number is that the same?
[AGENT][NEUTRAL] Uh, no, but I can still look up any other policies you may have. What's that number, please?
[CUSTOMER][NEUTRAL] OK. 025.
[CUSTOMER][NEUTRAL] 895.
[CUSTOMER][NEUTRAL] 87.
[AGENT][NEUTRAL] OK, thank you and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. Give me one moment.
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII] might be the right address. There's actually 3 of them on my work file, so I wanna make sure it's the right one.
[AGENT][NEUTRAL] Well, that's the address we have. So that's the current address.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah, well, that's my brother's house, so that's the one that I use for my man cause I live on a truck, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, OK. And the email address should be [PII].
[AGENT][NEUTRAL] And um
[AGENT][POSITIVE] OK, thank you so much and give me one quick moment.
[AGENT][NEUTRAL] And is the car you're needing, you say you, I'm gonna say you, well, Lord words. You have the dental, but you're needing your medical card. I'm sorry, I got tongue tied.
[CUSTOMER][POSITIVE] Yes, I, I, I do, I do that all the time.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEUTRAL] And do I do, uh, is, is my vision through y'all as well?
[AGENT][NEUTRAL] Uh, no, sir, because we don't offer vision. Uh, you may can contact your group at Universal Trucking or UTBA and they can verify who you may have vision insurance with.
[CUSTOMER][NEUTRAL] No, OK. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, that's who I had to call to verify who I had regular insurance with. I don't, this you're like the 7th person I don't talk to.
[AGENT][POSITIVE] Bless it. I'm sorry.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] 64. OK. I can send a request to have your cards mailed out to you. And also just to let you know, we do have an online service center where our insurance can set up an account and you can view your card, uh, your policy, as well as um check claim status if claims have been received.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm needing because I, I just got out of the emergency room and I'm facing to get some prescription filled and I need my, that's what I was calling for to get a digital copy of my card.
[AGENT][NEUTRAL] Uh yes, sir. If you go on to the site, it's at [PII].
[CUSTOMER][NEUTRAL] And then log in.
[AGENT][NEUTRAL] Um, it will ask for, uh, you would select new user and then individual.
[AGENT][NEUTRAL] And it'll ask for your name, date of birth, social, zip code and email address, and from there you'll be able to set up a username and password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] OK. And is there,
[CUSTOMER][POSITIVE] Alrighty I will work on that, sir.
[AGENT][NEUTRAL] OK. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, thank you so much for calling APL. You have a great weekend, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Right, right, right, you too.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.