AccountId: 011433970860
ContactId: 4078cfc3-e6c8-474c-a33b-8f52ed61c489
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215440 ms
Total Talk Time (AGENT): 88447 ms
Total Talk Time (CUSTOMER): 62544 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/4078cfc3-e6c8-474c-a33b-8f52ed61c489_20250117T20:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh hi, I'm calling because my husband and I have a new policy with you guys for our health and dental um that started in the beginning of December and we have our dental cards but we never received any health information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can check and see if it's with us and see if we send the card out. um, what is your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Um my name is [PII]. Last name [PII]
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII] And may I have the policy number?
[CUSTOMER][NEGATIVE] I, I don't have it because we never, we haven't received anything since signing up.
[AGENT][NEUTRAL] Um, what about the dental? Do you have the dental card with the number?
[CUSTOMER][NEUTRAL] Yes, I do have the dental card.
[AGENT][NEUTRAL] OK, let me have that dental number.
[CUSTOMER][NEUTRAL] Mm OK, policy 02560621.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. May I have um your date of birth and mailing address for verification?
[CUSTOMER][NEUTRAL] Uh, yeah, my date of birth is [PII], and we are at [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] OK, so we mailed that out on November. You said you never received it. OK, uh, let me go ahead and request another one to be sent out. It looks like it was sent out on November last year. Um, one moment.
[CUSTOMER][NEUTRAL] Oh OK yeah because we got the dental ones quite a while ago, so maybe it just got lost in the mail.
[AGENT][NEUTRAL] OK, right.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I went ahead and send the request for the cars to go out. Um, it usually takes 5 to 7 business days for you to get them. Uh, is there anything else I'm gonna help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's all thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're welcome, Ms. [PII].
[AGENT][NEUTRAL] You need them like right away you need to get a temporary card, you can always go to our website at [PII]. You can click on sign in and register and you'll be able to get a temporary card that you can save to your phone.
[CUSTOMER][POSITIVE] Oh OK great thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you today?
[CUSTOMER][POSITIVE] No, you have a good day.
[AGENT][POSITIVE] You as well. Have a good afternoon. Thank you for calling APL. Bye-bye. You're welcome.
[CUSTOMER][POSITIVE] Thanks. Mhm. Bye-bye.