AccountId: 011433970860
ContactId: 37cad76e-cea8-4d21-a3a2-0bacf2646112
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448630 ms
Total Talk Time (AGENT): 125626 ms
Total Talk Time (CUSTOMER): 111106 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/37cad76e-cea8-4d21-a3a2-0bacf2646112_20250519T19:38_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, this is [PII], and I was calling to.
[AGENT][NEUTRAL] And how may I assist you?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was calling to see uh what was my um my policy number.
[CUSTOMER][NEUTRAL] And uh group number so I can make me an appointment to go to the doctor.
[AGENT][NEUTRAL] OK, so you need the policy number?
[AGENT][NEUTRAL] All right. And let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment, let me do a name search.
[AGENT][NEUTRAL] What's the address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Everchase Court.
[CUSTOMER][NEUTRAL] Winston Salem, North Carolina.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm still searching. OK, one moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Who's your employer?
[CUSTOMER][NEUTRAL] Hirschbach motorizes.
[AGENT][NEUTRAL] Hunchback
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let me try.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Is this a um do you have a truck driver? You're a truck driver?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do they abbreviate that number and the name of the company or is it all spelled out?
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] How do you spell the name of the company?
[CUSTOMER][NEUTRAL] H box.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh HIR.
[CUSTOMER][NEUTRAL] S C H B A C H.
[AGENT][NEUTRAL] Let me try that.
[CUSTOMER][NEUTRAL] I don't know how they, I don't know how, uh, uh, they spelled it in the system. I don't, I don't know.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so it's just that, OK.
[AGENT][NEUTRAL] I found it. Let me see if I can find you in the list.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you're looking for your medical card, right? Not the dental. OK. All right. Uh, let, let me have your date of birth and email address on file for verification. I found you. I just need to verify you.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Mm thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, let me give you your policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's 02.
[AGENT][NEUTRAL] 57
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 4772.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 72, OK, you said 025.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 74
[CUSTOMER][NEUTRAL] 772.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the uh group number?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] The group number is.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, 16068.
[CUSTOMER][NEUTRAL] 16068, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] OK. And if you, you're welcome. And if you need like a temporary card or anything like that, you can always register online through our website at [PII].
[CUSTOMER][NEUTRAL] Well, yeah, [PII]
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][NEUTRAL] Yeah, I think that uh the the the um UTBA.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] They, uh, just I think he just, [PII] just uh reordered my uh cars.
[AGENT][NEUTRAL] Your card. OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right. That'll be perfect.
[CUSTOMER][NEGATIVE] Cause I never received, I never received, yeah, I never received a card for the medical, but I received the ones for the dental.
[AGENT][NEUTRAL] On the [PII]. OK, yes, well, if he did order it, more than likely you will get it. If you don't get it within 7 to 10 business days, just give us a call back and we can resend it back through here, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] OK, thank you for calling ATO. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.