AccountId: 011433970860
ContactId: 32b338b6-6f16-4542-adf8-9df3b8fd4f9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 406600 ms
Total Talk Time (AGENT): 125153 ms
Total Talk Time (CUSTOMER): 102721 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/32b338b6-6f16-4542-adf8-9df3b8fd4f9d_20250625T18:39_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII], and I am a new, um, I'm a new um client with, um, with your, uh, insurance, and, um, I have not received the physical card yet, and it's been, it's been two weeks now.
[AGENT][NEUTRAL] OK, let's see, and your name is again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, spell your name for me, please, or do you happen to, well, you probably won't have a policy number, spell your name for me, I'm sorry.
[CUSTOMER][NEUTRAL] [PII] A.
[AGENT][NEUTRAL] OK. And that's your last uh first name? What's your last name?
[CUSTOMER][NEUTRAL] 1st, 1st name. The last name is [PII] A.
[AGENT][POSITIVE] OK, and your first name? I'm so sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, the first name is [PII] A.
[AGENT][NEUTRAL] OK. I apologize. That's your first name. And your last name?
[CUSTOMER][NEUTRAL] You need the last name again?
[AGENT][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's [PII] A.
[AGENT][POSITIVE] OK, thank you so much, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, I don't show your name in the system and what, uh, group are you with? Are your employer?
[CUSTOMER][NEUTRAL] Yes, through my employer.
[AGENT][NEUTRAL] And what's your Porish name?
[CUSTOMER][NEUTRAL] And then, the
[CUSTOMER][NEUTRAL] BG staffing.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I think I already have like a policy number because I previously called um and I was told that the cards were gonna be shipped out to me.
[CUSTOMER][NEGATIVE] But I still haven't received anything.
[AGENT][NEUTRAL] OK, let's see and let me uh verify your date of birth, mailing address and email address for me please.
[CUSTOMER][NEUTRAL] [PII] and the address is [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], what is a good callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and let me check my notes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, it was just effective on the [PII].
[AGENT][NEUTRAL] Uh, you should have received your cards, but I can send another request for your cards to be mailed out to you or if you like, I can email them to you.
[CUSTOMER][NEUTRAL] Well, could you do both, please? Uh, you can email it to me and then um I do need the physical cards as well. Um, so if you could please mail, mail those out to me, that would be great.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. I will email them to you in a few moments and I'll send a request so they could be mailed out to you. It's hopefully you should receive it 3 to 5 business days, but I'll definitely send a request for it to be mailed. Uh, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][NEUTRAL] OK, and as far as I'm sending you is your medical and dental. Is that OK?
[CUSTOMER][NEUTRAL] Uh, yeah, could you uh send me the vision as well?
[AGENT][NEUTRAL] Oh, well, we don't offer vision insurance with our company. It may be through another company. Uh, you probably have to contact benefits in a card and they can verify who you have vision insurance with.
[AGENT][NEUTRAL] And I'll give you their phone number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, that's fine. You can just send me the medical and dental.
[AGENT][NEUTRAL] OK, yes ma'am, I'll send that out to you in a few moments. Uh, do you want benefits and a card number so I can verify who you have vision with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's OK. I have the phone number.
[AGENT][POSITIVE] OK, good deal. Well, I will send this off to you in a few moments, and I thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you ma'am.