AccountId: 011433970860
ContactId: 38ee1187-dffa-47c0-8e45-476440d71c15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242279 ms
Total Talk Time (AGENT): 123293 ms
Total Talk Time (CUSTOMER): 77815 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/38ee1187-dffa-47c0-8e45-476440d71c15_20250127T18:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I was calling to, um.
[CUSTOMER][NEUTRAL] Get a copy of my policies.
[AGENT][POSITIVE] OK, I can help you with that. Can I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what's your policy number?
[CUSTOMER][NEUTRAL] 6491997
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] And verify your address and date of birth.
[CUSTOMER][NEUTRAL] The address on here is an old address. It says [PII].
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] I've sent a request to change my um mailing address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But my birthday is [PII].
[AGENT][NEUTRAL] Alright thank you and also verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that information and you're calling to request a copy of your policy?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And also do you wanna go ahead and update your address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And how would you like to receive that policy by mail or email?
[CUSTOMER][NEUTRAL] Email will be fine.
[AGENT][NEUTRAL] OK, and that's uh [PII].
[CUSTOMER][NEUTRAL] Mhm, and I've spoken to someone earlier. You, you don't have cards like if I need to go to the doctor, I just.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give them the policy number.
[AGENT][NEUTRAL] That is correct. Excuse me, sorry. Yeah, for this policy type, there's no ID cards. Uh, you'll just let your doctor know you have supplemental insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, so I'm gonna get that sent over to your email address and what would be uh your current address?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is it the same uh city, state, and.
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] is the zip code.
[AGENT][NEUTRAL] OK. All right, so I have [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, [PII], so I'll go ahead and get the address updated as well as send that policy over to your email address. Is there anything else I can help you? Oh, go ahead.
[CUSTOMER][NEUTRAL] OK, I've got, yeah, I got 2 other policies. I was gonna see if you could send me those if you can.
[AGENT][NEUTRAL] OK, sure, give me one moment.
[CUSTOMER][NEUTRAL] This number is.
[AGENT][NEUTRAL] OK, yep, I show that you currently have the lump sum policy as well as the ICU policy.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah, OK, so I'll send those over as well and be sure that the address is updated on each of those policies also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so just give me a few minutes to get that um email generated. They'll probably come in separate emails um per the policy number. So you'll receive 3 different emails, um, containing those policy certificates and benefits. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That'll be fine.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] No problem, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][POSITIVE] Thanks bye bye.