AccountId: 011433970860
ContactId: 26a1148b-eae5-40bb-aa71-867f34765ee4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189220 ms
Total Talk Time (AGENT): 88832 ms
Total Talk Time (CUSTOMER): 55826 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/26a1148b-eae5-40bb-aa71-867f34765ee4_20250423T12:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi, are you waiting for a call back?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh yes, I actually was needing to see if I have coverage with y'all, but I was needing to see if I can get some new insurance card issued. I need a copy of those.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, sure. OK, I can help you with your ID cards. Um, may I have your name and is this a good contact number in case we're disconnected to reach you on?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK. May I have that?
[CUSTOMER][NEUTRAL] It is 213.
[CUSTOMER][NEUTRAL] Excuse me, 02137763
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] Alright, I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII] and that's [PII].
[AGENT][POSITIVE] Thank you for that and then just your email address.
[CUSTOMER][NEUTRAL] Um, [PII], huh?
[AGENT][POSITIVE] Looks like it's work.
[AGENT][NEUTRAL] It looks like it's your work email.
[CUSTOMER][NEUTRAL] That's fine. It's a [PII].
[AGENT][NEUTRAL] Yes, and thank you so much for verifying and all the information provided is a verification of benefits, not a guarantee of payment. And did you need like a copy mailed to your home or like an email copy or or I can do both?
[CUSTOMER][NEUTRAL] Um, you can email a copy. I also need two cards mailed to my house because my husband needs one and then I need one also.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And got mail.
[AGENT][NEUTRAL] And it's OK to send it to the work email here on file?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] OK, so hold on one moment, let me make sure they're up here. Hold on one second.
[AGENT][NEUTRAL] Alright, so I will go ahead and email this over to you now and I've put the request in for the 2 copies to be mailed to your home address as well.
[CUSTOMER][NEUTRAL] OK, how long will that take to get those?
[AGENT][NEUTRAL] To get which ones, the email or the mail?
[CUSTOMER][NEUTRAL] The, the actual cards.
[AGENT][NEUTRAL] Well, now we usually say to give the USPS at least a week, but it is coming from Oklahoma, so
[AGENT][NEUTRAL] Uh, we really can't guarantee when they'll get it to you, but we usually say a week at the most, hopefully.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you, and that's 2 cards, right?
[AGENT][POSITIVE] You're very welcome. Yes, ma'am, I did put 2.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, Ms. [PII]. Well, thanks for calling APL. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, that's all thank you.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.