AccountId: 011433970860
ContactId: 4f11af46-2f8f-4a27-84d7-83957b74bb59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 479500 ms
Total Talk Time (AGENT): 123227 ms
Total Talk Time (CUSTOMER): 202477 ms
Interruptions: 7
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/4f11af46-2f8f-4a27-84d7-83957b74bb59_20250602T15:49_UTC.wav
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[CUSTOMER][NEUTRAL] people
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, um, good morning, [PII]. How are you doing? My name is [PII], and I'm trying to, I'm trying to get, um, my insurance, um, sorted. It, um, um, you guys sent me a den, a dental and vision, um, card.
[CUSTOMER][NEUTRAL] Um, I'm trying to see what can I get the uh the medical card from cause I was with essential staff there and they said they switched it up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They switched up companies to um benefits in the car and I called them. I called the benefits in the car and they told me I need to call you to get um the, the ID information.
[AGENT][NEUTRAL] OK. Uh, I can definitely take a look and let you know what policies you have and get the ID cards to you. Um, Mr. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you for that, and I can search your policies with your full social.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] You, you want my full social?
[AGENT][NEUTRAL] Yes, I can search for your policies.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] I mean.
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] Come in.
[AGENT][NEUTRAL] All right, so I found your policies. They're coming up now.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII] is my date of birth. My uh my email is [PII].
[CUSTOMER][NEUTRAL] And my, and my mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So you do have your medical policy with us, your accident policy, your short-term disability, a group term life policy, and a dental policy. Um, APL doesn't provide, but I can, you said you needed your medical, right? I can send you your medical information.
[CUSTOMER][NEUTRAL] I'm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But yeah, we don't as a
[CUSTOMER][NEUTRAL] Oh, that, that, that is what it is. I, y'all don't have a vision, right? Yeah, cause the car was the deal, OK, yeah, thank you. I, I, I read that wrong. So yeah, I, the medical, you said.
[AGENT][NEUTRAL] You got it?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] So you want me to send you your
[CUSTOMER][NEUTRAL] So yeah, I need the the medical information.
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] You go, go, go ahead, ma'am. Go ahead, go ahead, my bad.
[AGENT][NEUTRAL] So you want me to send you your, no, you're fine, your ID card and like the breakdown of the benefits for your medical policy?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, yes, if, if you want, if you can.
[AGENT][NEUTRAL] Or you just need
[AGENT][NEUTRAL] Sure. And you want me to email that to you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am.
[AGENT][NEUTRAL] And just to confirm, it's [PII]?
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, and do you mind if I place you on just a brief hold while I send that over to you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. So you, um, you can check your spam folder and your inbox, but I did just send it, it may come to the spam though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So in the um the the um.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And the cards, I just got it. Um, the cards you're sending, uh, you're gonna send on the medical card by mail.
[AGENT][POSITIVE] You got it.
[AGENT][NEUTRAL] Yes, if you want a physical copy, I can send the um physical copy to your home address as well, but those are just the digital digital versions.
[CUSTOMER][NEUTRAL] OK, yes, yes, I would like uh uh uh physical copy too.
[AGENT][NEUTRAL] Oh, sure. Hold on one moment.
[CUSTOMER][NEGATIVE] But I can't.
[AGENT][NEUTRAL] OK, so I went ahead and sent for your ID card um to be mailed to the [PII] as well.
[CUSTOMER][POSITIVE] OK, thank you for that.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that'll be all.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Alright, thank you. You too.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Oh