AccountId: 011433970860
ContactId: 3322bfb8-4ec1-4145-b951-b7b3bccd0464
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404739 ms
Total Talk Time (AGENT): 102957 ms
Total Talk Time (CUSTOMER): 58327 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/3322bfb8-4ec1-4145-b951-b7b3bccd0464_20250210T20:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL.
[AGENT][NEUTRAL] Name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII].
[CUSTOMER][NEUTRAL] And I enrolled about 2 months ago.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I get, I have a doctor appointment tomorrow, but I don't have my, uh, they ask me for my uh.
[CUSTOMER][NEUTRAL] Policy number.
[AGENT][NEUTRAL] OK, well, I can definitely assist you with getting your um policy information for your doctor's appointment. Mr. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. Um, may I have your, well, I can look the policy up with your social if you like.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to populate here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Mr. [PII], I have on your policy here. Can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[CUSTOMER][NEUTRAL] 27527.
[AGENT][POSITIVE] Thank you, and then
[AGENT][NEUTRAL] Wait, did you say that it was 27527?
[CUSTOMER][NEUTRAL] [PII] that's that's uh.
[AGENT][NEUTRAL] OK, I just want to make sure it was right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um just your email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the cards and your documents are on the way to you. Um, if you like, I can email you a copy of your ID card, so you'll have it um and you can use it for tomorrow.
[CUSTOMER][POSITIVE] Uh yes ma'am, please do that.
[AGENT][NEUTRAL] OK, hold on one moment. Let me just make sure that it's available.
[AGENT][NEGATIVE] Oh, I don't want to make any promises. Hold on, and then I can't deliver. Hold on one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so yes, your ID card is available. So I'll go ahead and email this over to you. Um, did you want me to email it while we're on the line together just to make sure you have it?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] OK, do you mind if I place you on just a brief hold while I send the email to you?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. Um, so take if you're able to, um, I have sent the email, it may come up in your spam folder, but it's coming from the care team.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][POSITIVE] You got it. All right, well, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] You know.