AccountId: 011433970860
ContactId: 25b899f9-813e-4bc5-8e61-d1d17219f1e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191009 ms
Total Talk Time (AGENT): 46238 ms
Total Talk Time (CUSTOMER): 81070 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/25b899f9-813e-4bc5-8e61-d1d17219f1e2_20250501T13:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi [PII]. Good morning. How are you?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, my name is uh [PII] and um my husband through his current employer just um.
[CUSTOMER][NEUTRAL] Uh, got us a plan.
[CUSTOMER][NEUTRAL] And um but we haven't received ID cards. I have a doctor's appointment today and um I was trying to see if there was any way that um
[CUSTOMER][NEUTRAL] Uh, I could get, uh, an email, a temporary card or something.
[AGENT][NEUTRAL] OK, do you have the
[CUSTOMER][NEUTRAL] Showing that I had coverage.
[AGENT][NEUTRAL] Is the policy number?
[CUSTOMER][NEUTRAL] No, I don't have a, I don't have a policy number. Uh uh I don't.
[AGENT][NEUTRAL] OK, um, do you have?
[CUSTOMER][POSITIVE] And I eat, I'm sorry.
[AGENT][NEUTRAL] I can look it up by last name or social security number of the insured.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, it's pulling it up. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your husband's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, looks like I found the policy. Let me get that number pulled up.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and what is the address on the policy, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. You have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what's the email address on file?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, I'm pulling up, uh, the account. OK, yes, I've got an ID card and I can send that your way right now, um, to that email address that you just gave me.
[CUSTOMER][POSITIVE] OK, thank you so much. I appreciate it.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][POSITIVE] No, that'll be all. That's perfect.
[AGENT][NEUTRAL] OK, thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks a lot. I appreciate it.
[AGENT][POSITIVE] Have a great day.
[CUSTOMER][POSITIVE] You have a good day. You too thank you bye bye.