AccountId: 011433970860
ContactId: 4fda60fc-dcf4-4110-8b31-c3f97f1dad34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367989 ms
Total Talk Time (AGENT): 97681 ms
Total Talk Time (CUSTOMER): 122074 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/4fda60fc-dcf4-4110-8b31-c3f97f1dad34_20250207T20:49_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 yes, I was just, uh, I got insurance with, uh, Blue Cross Blue Shield and then you guys on my gap insurance, but they've, I've had it now for a couple of years and I've never gotten a card. How do I get a card?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can check and see how I can get a card for you. Um, do you have the policy number or you don't have the policy number?
[CUSTOMER][NEUTRAL] Oh gosh, I got the booklet they gave me and.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well, I don't know it just says it just says insurance is now it doesn't. I got a policy number for Blue Cross, but I guess I don't know. I got the booklet, but I don't.
[AGENT][NEUTRAL] Mm yeah, we can
[AGENT][NEUTRAL] Yeah, we can pull the Blue Cross information. Um, let me have your name, let me have the spelling of your last name and the spelling of your first name.
[CUSTOMER][NEUTRAL] OK, uh it'd be [PII] Last name's [PII], [PII]
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, one moment, let me see if I can find you with the name.
[AGENT][NEUTRAL] May I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I think I found you. and I need to verify the mailing address and email address on file.
[CUSTOMER][NEUTRAL] Uh, gosh, you probably got my old [PII] address which I'm in the process of filling out my new address form for the company, so I'll give you my old one, which is the one you probably got [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, thank you. And what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh the uh TOD.
[CUSTOMER][NEUTRAL] FER.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is your new address? Let me go ahead and change that before I order your card.
[CUSTOMER][NEUTRAL] OK, my mailing address would be.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Bear with me just a second.
[AGENT][NEUTRAL] OK. Is it gonna be in [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, I don't.
[AGENT][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] Um, yes, is, is well [PII]. I am [PII], but there's no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] to make sure I put it in correctly, let's see.
[AGENT][NEUTRAL] we
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the suite was [PII] and then there's a dash or 181.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I went ahead and ordered that card for you. It is gonna go to the new mailing address that you just provided to me. So it usually takes 5 to 7 business days for you to get it. It is going, um, regular mail, OK?
[CUSTOMER][POSITIVE] OK, great, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, that'll be it. I just, yeah, and great, thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.