AccountId: 011433970860
ContactId: 34f60e53-2e19-4e76-ba5e-c61fa034029e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 559080 ms
Total Talk Time (AGENT): 197340 ms
Total Talk Time (CUSTOMER): 188665 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/34f60e53-2e19-4e76-ba5e-c61fa034029e_20250128T22:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. Uh, can you send me an email so I can get my uh cards?
[AGENT][NEUTRAL] Email email you your ID card.
[CUSTOMER][NEUTRAL] I'll send it to my husband.
[CUSTOMER][NEUTRAL] Yes, because my husband sent it to me and it's not coming up so I was wondering if y'all could send it to me and I can print it out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII] and my phone number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And may I have the policy number?
[CUSTOMER][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] Is 02408563.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK, Ms. [PII], I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] Um, it's uh [PII] and our address, I don't know if he changed it, is [PII]. It's [PII].
[AGENT][NEUTRAL] Alright, well thank you so much for verifying. Um, and so now the email address on file is his email address. Now, we can only send it to that email address unless he changes it.
[CUSTOMER][POSITIVE] Now I'm getting it.
[CUSTOMER][NEUTRAL] Oh, so y'all can't y'all can't give you mine to send, send me a copy of it?
[AGENT][NEUTRAL] Right, I can only um send it to the email address on file. Did he want to change it to yours?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, you, well, you can, can you put both of us down?
[AGENT][NEUTRAL] No, it's only one email. Um, I would just have to speak with him and get permission to change it just because he's the policyholder and then um change it to whichever email you all prefer.
[CUSTOMER][NEUTRAL] OK. Can, can I 3-way?
[AGENT][NEUTRAL] Yes, ma'am, that's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna put you on hold, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Hey, I got, I got the dental insurance on the phone.
[CUSTOMER][NEUTRAL] The email that you sent me, I can't print it out. Is there a way that um they can't take my email? So, can they have my email?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, um, Mr. [PII], this is [PII] with [PII]. How are you doing?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm doing fine. I've got the policy number, [PII], and I can pull it up.
[AGENT][NEUTRAL] Well, I have everything here. I just, um, just because you're the policy holder, we just got to get permission from you to change the email. So is it OK for me to go ahead and put her email on file so we can send the card to her?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure. Yeah.
[AGENT][NEUTRAL] OK. Well, that's all I needed, um.
[AGENT][NEUTRAL] That's it. I'll go ahead and send it out. Miss, Mrs. [PII], what's a good email address?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With a [PII]
[AGENT][NEUTRAL] Oh, you know what? I think it's wrong in here. So it's [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Is your first name [PII] though?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah my first name is [PII].
[AGENT][NEUTRAL] OK, OK. I'm like, I think we have it wrong in the system. OK, here we go.
[CUSTOMER][NEUTRAL] Yeah, uh, my nickname is [PII].
[AGENT][NEUTRAL] So file in [PII].
[CUSTOMER][NEUTRAL] Because I know
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] All right, well, I will send this over to you right now. Did you want to wait while I send it or you're OK?
[CUSTOMER][NEUTRAL] Uh, I'll wait.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, the email you sent that it don't, uh, the card is too big.
[CUSTOMER][NEGATIVE] They didn't print out the whole card.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It just shows a blob.
[AGENT][NEUTRAL] Attached ID card.
[AGENT][NEUTRAL] All right, and I just sent it over to you. Now, it may come to the spam folder, but it's coming from the care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me know if uh when you get that.
[CUSTOMER][NEUTRAL] OK, there it is.
[CUSTOMER][NEUTRAL] You gotta watch it because the one I got it uh.
[CUSTOMER][NEGATIVE] It came across and it I was not able to open it it said uh corrupt or.
[CUSTOMER][NEUTRAL] Yeah, it, it's not pulling up the cards.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] You said it's not pulling up the cards?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] Well, did you get
[CUSTOMER][NEUTRAL] It just shows the ri
[AGENT][NEUTRAL] You got the one for me that I just sent?
[CUSTOMER][MIXED] Yes, it just shows the right all writing, but it's there's no cards connected to download.
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] I wonder, let me try to forward it then. I'm not sure why it's not.
[AGENT][NEUTRAL] It's showing it as an attachment. Let me try it again.
[AGENT][NEUTRAL] OK, let me know if you get that one.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Couldn't load image.
[AGENT][NEGATIVE] It says couldn't load image, are you?
[AGENT][NEUTRAL] Are you on a phone or like a desktop or a laptop?
[CUSTOMER][NEUTRAL] I'm on my phone.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, that could be why because most of our stuff is not compatible with phones or um like iPads. It has to be like a laptop or a desktop. Yeah, even our online portal um will give errors sometimes. Can you, is there a way you can try it on the laptop and then let us know if it works [PII]ause I, I believe it's the phone.
[CUSTOMER][NEUTRAL] Like a computer?
[CUSTOMER][NEUTRAL] Uh, I don't have a laptop right now. [PII], you'd have to get mine out of the bag. Oh, I can, I can, I can get [PII] to do it and then send it to me. OK, yeah, do that, yeah, I'll do that.
[AGENT][NEUTRAL] But if you do, when you try it, if you,
[CUSTOMER][NEUTRAL] My daughter has a laptop.
[AGENT][NEUTRAL] When you try it, if you do have a, you know, if it still gives you issues on the laptop, definitely give us a call back, but I'm not sure because it's pulling up.
[AGENT][NEGATIVE] It's pulling up for me and I don't.
[AGENT][NEGATIVE] I don't want to keep forwarding it to you and bombard your inbox.
[CUSTOMER][NEUTRAL] Hey [PII], I do have the policy number. Yeah, I, I got it wrote down, but I was just wanting to print out the cards. Well, because if you have a problem and they're also getting mailed to the house too.
[CUSTOMER][NEUTRAL] Oh, to this house or the one in [PII]? OK, alright.
[CUSTOMER][NEUTRAL] OK. Well, I'll, what I'll do is I'll get my daughter to download this and, and then she can send it back to me to where she can get the cards printed to where I can print them.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Off of my and you know she could send me an email for her and then I can probably print the card.
[AGENT][NEUTRAL] From hers.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well, if you need us, definitely let us know.
[CUSTOMER][NEUTRAL] To open
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, Mr. Mrs. [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] Uh, that's it.
[AGENT][POSITIVE] All right, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Uh huh you too thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] You there?