AccountId: 011433970860
ContactId: 3779e3fa-4efd-4a4f-b542-a55f0405789e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285859 ms
Total Talk Time (AGENT): 112458 ms
Total Talk Time (CUSTOMER): 100860 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/3779e3fa-4efd-4a4f-b542-a55f0405789e_20250617T22:58_UTC.wav
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[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help?
[CUSTOMER][NEUTRAL] 4
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I just got my card in today, um, I think it has, it just has my last name on it, [PII].
[AGENT][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] Instead of my is that is that the way it should be showing?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yes ma'am, that's fine uh.
[AGENT][NEUTRAL] [PII] is your first name and [PII] is your middle name, and [PII] is your last name?
[CUSTOMER][NEUTRAL] So, [PII] is hyphen [PII] [PII]. Uh, when I got married, I refused to give up my last name, so I hyphenated it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I understand. OK, Miss [PII], can you give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then, uh.
[AGENT][NEUTRAL] On your card, can you give me the policy number?
[CUSTOMER][NEUTRAL] OK, on the card, would that be uh the benefit number or the individual group number or uh pay your ID number?
[AGENT][NEUTRAL] It may say in it may say inpatient or outpatient cert number, certificate number.
[CUSTOMER][NEUTRAL] Oh, OK, in hospital benefits er number is 0263.
[CUSTOMER][NEUTRAL] 86 02638620.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] M for Mary, L for Larry, number 7 is the in hospitals.
[AGENT][NEUTRAL] OK, I've got you pulled up. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then can you verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and the phone number that you gave me, is that um your cell phone number?
[CUSTOMER][NEUTRAL] My yeah [PII].
[AGENT][POSITIVE] OK, thank you so much. I appreciate you verifying the information.
[CUSTOMER][NEUTRAL] You know, everybody's got rid of the house phones.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so let me go in here. I am showing
[AGENT][NEUTRAL] That they have your first name is [PII] and your last name is [PII].
[AGENT][NEUTRAL] So, let me fix that for you.
[CUSTOMER][NEGATIVE] And it's wrong.
[AGENT][NEUTRAL] And we'll order you a new card. Give me just a minute to update that.
[AGENT][NEUTRAL] For you
[AGENT][NEUTRAL] It probably just came through the file feed that way.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if it'll fix it.
[AGENT][POSITIVE] OK, I've got it corrected for you. I am gonna go in and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Order you a new card to be mailed to your home address.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII].
[CUSTOMER][NEUTRAL] Cause I wanna know who was [PII]'s, who was [PII]'s person at my house.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Right, [PII] [PII] is actually a um a movie star.
[CUSTOMER][NEUTRAL] An actress. Yeah.
[AGENT][NEUTRAL] Oh, I thought you were a movie star, yes.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well, I've got you fixed up and I'll have that card, um, mailed to your home address.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome you have a blessed night.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye