AccountId: 011433970860
ContactId: 2bc3ea85-0571-4963-802a-2b2e240eafa6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 600919 ms
Total Talk Time (AGENT): 114035 ms
Total Talk Time (CUSTOMER): 163369 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/2bc3ea85-0571-4963-802a-2b2e240eafa6_20250211T19:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I called this morning about, um, I didn't receive my card in the mail or if I did, I have misplaced it and um I was gonna need it tomorrow for a doctor's appointment and I can't remember who I spoke to this morning and she was gonna email me one and then put one in the mail and I never have received it from the email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. What's your last name, [PII]?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And do you spell your name [PII] or [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], did they, did you get your, uh, policy number when you called this morning?
[CUSTOMER][NEUTRAL] Yes, she gave me the new policy number.
[AGENT][NEUTRAL] And what's that number?
[CUSTOMER][NEUTRAL] It's 02566496.
[AGENT][NEUTRAL] OK, thank you verify your date of birth and your mailing address for me.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. And do you have an email address on file that you can verify?
[CUSTOMER][NEUTRAL] I didn't have an email, but the one I gave her, the one she was supposed to email me the information to and it's [PII].
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Is [PII]?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And do you want the ID card? um, I'll email it to that address.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yes, the email address.
[AGENT][NEUTRAL] What type of policy do you have, Tina?
[CUSTOMER][NEUTRAL] It's a group and I have the group number.
[AGENT][NEUTRAL] Is it a Metlink policy, a dental policy, life policy?
[CUSTOMER][NEUTRAL] Uh, med med link with benefit assignment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm preparing the document.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can look that up
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Alright, I'm gonna repeat your email address. I have [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] I think that's what I said.
[CUSTOMER][NEUTRAL] OK, I'm sorry, I, I thought you had another ad in there.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, there's no second at, it's just [PII].
[AGENT][NEUTRAL] Oh, got it. OK.
[AGENT][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] I'm with you. Give me one moment.
[CUSTOMER][POSITIVE] OK. No problem.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] you're gonna put on the check.
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] Alright, I just sent the email over to you and I'll hold the line for a moment and make sure you are receiving and are able to open up the attachment PDF attachment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's coming to the courthouse
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 1,
[CUSTOMER][NEGATIVE] Well, it's not gonna do.
[CUSTOMER][NEUTRAL] Let me check my junk email, see if it came up.
[AGENT][NEUTRAL] It's coming from [PII].
[CUSTOMER][NEUTRAL] Well, nothing yet.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII], your last name [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, after the county there's a [PII].
[CUSTOMER][NEUTRAL] And then it's [PII].
[AGENT][NEUTRAL] OK, my bad again.
[AGENT][POSITIVE] Or time's [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sorry about that.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] exactly.
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEGATIVE] Well, that's odd. It's just not coming through.
[AGENT][NEUTRAL] Give it a few minutes.
[CUSTOMER][POSITIVE] Oh yay, uh, something did come through here.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Let's make sure I can get it.
[CUSTOMER][NEUTRAL] OK, I do have it and um will you mail me one?
[AGENT][POSITIVE] OK, very good.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 2 or OK.
[AGENT][NEUTRAL] We can mail it to the address on file. Do you want us to add the email that you gave me?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, that'd be great.
[AGENT][POSITIVE] OK, I will do that. Anything else we can help out with today, [PII]?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] That's great thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day bye bye.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh huh bye bye.