AccountId: 011433970860
ContactId: 6b7c91d0-fdf8-48f6-a0cb-9ad2a2130b6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164570 ms
Total Talk Time (AGENT): 68893 ms
Total Talk Time (CUSTOMER): 34776 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/6b7c91d0-fdf8-48f6-a0cb-9ad2a2130b6c_20250417T12:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, so I never received my insurance cards I'm trying to, uh, obtain them.
[AGENT][NEUTRAL] OK, I can help you with that. Um, let's see. Can I get your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And um can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. Let's see.
[AGENT][NEUTRAL] And your last name is [PII], right?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And how do you spell [PII] or?
[CUSTOMER][NEUTRAL] Am yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And do you mind verifying your date of birth and your address for me, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEGATIVE] And you're saying you never received your, your cards, um.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] I can, I've ordered those for you and you should get them in 5 to 10 business days. I can also email a copy of those to your email if you would like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] All right. I will get those right to you. You wanted the medical and dental or just the medical?
[CUSTOMER][NEUTRAL] Yeah, both of them.
[AGENT][POSITIVE] Awesome. OK, I've got that ordered for you and um I'll get those emailed to you in the next um half hour. Um, is there anything else that I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] All right. Well, thank you for calling APL Mr. [PII], and you have a wonderful day.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][POSITIVE] All right, thank you and I'll get those right to you and have a good day. Mm bye.
[CUSTOMER][POSITIVE] OK thanks you too.
[AGENT][NEUTRAL] Mhm.