AccountId: 011433970860
ContactId: 6ae034a9-7e56-4345-ae0e-79ea1dfc9719
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267750 ms
Total Talk Time (AGENT): 140509 ms
Total Talk Time (CUSTOMER): 79800 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/6ae034a9-7e56-4345-ae0e-79ea1dfc9719_20250506T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII], and I am trying to get uh insurance cards, but when I called the first number, they said they didn't have me in the system, so they sent me over to you all.
[AGENT][NEUTRAL] Alright, Mr. [PII], um,
[CUSTOMER][NEUTRAL] I don't, I don't know my number, my account you know, I don't have the card, so yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes. All right. Um, can I have a, uh, or use your social security number to make the search for you?
[CUSTOMER][NEUTRAL] Yes, yes, it is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and allow me just a second while the system tries to make a broad search for it.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right, and just to make sure I have the correct information, and which state was this, excuse me, policy issued?
[CUSTOMER][NEUTRAL] Uh, I'm in [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And to verify we have your correct information, can you verify your date of birth and address for me, please?
[CUSTOMER][NEUTRAL] [PII], uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, thank you very much. And I do see here that um policies.
[AGENT][POSITIVE] Already and they have been effective since.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, it has been already a year.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK, I do have policy ID cards for the dental and hospital indemnity. As for the um critical illness one, we do not offer ID cards, so I can go ahead and request those to be mailed to you. I can email them as well, um, whichever method you prefer. OK, right. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please, yes, um.
[CUSTOMER][POSITIVE] I need uh I hope you could do both, but I need the card like today, so email would be great, yes ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, yes, I'm working really quick on that email for you. And I, uh, let's go back really quick.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right. And can you verify the email that we have on file so um just to make sure that it is a good one that I can use?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] OK, uh, that is a different one from what we have on file. Would you like me to update it and have um
[CUSTOMER][NEUTRAL] Really?
[CUSTOMER][NEUTRAL] Yes, please, because that's
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] That hammer and what was the um the rest of it?
[CUSTOMER][NEUTRAL] 1960.
[AGENT][NEUTRAL] [PII]. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And that hammer is [PII] with one [PII]
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] All right, that will be the email I'll be using, and I will work on the update for the email for you, um, and let's see, and I'll be emailing the dental card and the hospital indemnity card to you in a couple of minutes. You should be receiving them shortly. Um, is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, y'all gonna, uh, mail them to me too, the, the plastic cards or just in the email? OK, OK, that's it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, I can have the, no, yes, I can. All right. Well, thank you for calling APL and I hope you have a nice day.
[CUSTOMER][POSITIVE] You have a beautiful day as well thank you ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Bye bye.