AccountId: 011433970860
ContactId: 5a8d39e9-5554-4e42-a3e4-f513f3cbbe8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264070 ms
Total Talk Time (AGENT): 112620 ms
Total Talk Time (CUSTOMER): 97413 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/5a8d39e9-5554-4e42-a3e4-f513f3cbbe8f_20250327T18:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I need to see about getting a um card, uh, a gap card.
[AGENT][NEUTRAL] OK, you need it like mailed to you or emailed to you?
[CUSTOMER][NEUTRAL] Um, you can mail it, but I'm, I gotta go to the doctor tomorrow and, you know, I, I never got a card, so I need the card number or something until y'all can mail it to me.
[AGENT][NEUTRAL] OK, um, and may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and a good contact number in case we're disconnected and then um I can also look the policy up with your social.
[CUSTOMER][NEUTRAL] OK. It's um phone number [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And do you mind if I search the for the policy with your social?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policy to come up here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Um, date of birth [PII].
[AGENT][NEUTRAL] And just the mailing address.
[CUSTOMER][NEUTRAL] And what else do you need?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so for the ID cards, I can go ahead and send the request to have the physical ID cards mailed to you. I'm definitely sorry you haven't received them, and um I can provide you with the um policy number and then if they need to verify benefits or anything, I will give them our phone number also.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And um we'll be able to let them know about the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so your policy number is 123.
[CUSTOMER][NEUTRAL] 123.
[AGENT][NEUTRAL] 7336.
[CUSTOMER][NEUTRAL] 7236. OK.
[AGENT][NEUTRAL] And if they ask you for an effective date.
[CUSTOMER][NEUTRAL] Well I think that that.
[AGENT][NEUTRAL] Let them know that the policy has been effective since [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, that's great. And I got, like I said, I got.
[AGENT][NEUTRAL] Alright, Mr. [PII]
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Well, and you say you provide me with a phone number to get, is it the same one I just called?
[AGENT][NEUTRAL] No, no, I'm saying if the um when you go to to the appointment that you're going to, if they need to verify benefits, give them that policy number I just gave you and our phone number.
[CUSTOMER][NEUTRAL] Yeah. OK. Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, um, when we all mail that out this week, maybe, well, that's Thursday, so.
[AGENT][NEUTRAL] Yes, um, well, we usually mail it out. Things go out like [PII] the following morning, um, so it will be mailed out to you, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Either today or tomorrow.
[CUSTOMER][POSITIVE] Maybe, yes, ma'am. OK. All right. Well, I'll be looking for it in the mail and I appreciate all your help.
[AGENT][POSITIVE] You're very welcome. And was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I think that'll be it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.