AccountId: 011433970860
ContactId: 6b87d844-9abe-418f-bddd-1fa9bf6fc26b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234539 ms
Total Talk Time (AGENT): 116482 ms
Total Talk Time (CUSTOMER): 88570 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/6b87d844-9abe-418f-bddd-1fa9bf6fc26b_20250507T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I am calling to get a replacement card. I have a procedure scheduled for, um, next Wednesday, uh, and I was told not just to use my regular insurance but also use this insurance which we which we pay for, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But I don't have a card and I don't have my information. I can give you my social or yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] That's perfectly fine, yeah, I can get an ID card for you. um, [PII], can I first get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] 0 sorry I'm giving you my office number. Let me give you my cell [PII].
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, um, and then I can, yes, I can start using your social.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] You can, you said?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, and they're just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] OK, so that I believe would be a [PII].
[AGENT][POSITIVE] That's it thank you so much for verifying all of that. Alrighty, give me just a moment I'll get this pulled up.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alrighty so I can go ahead and have these emailed to you um do you want me to just go ahead and email you your ID card?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, please, that would be great.
[AGENT][NEUTRAL] Sure, um, do you want me to just send it to this Gmail account that we've got on file or is there a different one you'd like me to send this to?
[CUSTOMER][NEUTRAL] Yes, uh, you can send it to the Gmail account.
[AGENT][NEUTRAL] OK, and then, uh, in the meantime I can go ahead and give you your policy number as well. I mean you should get this email shortly, but just in case, um, I can give that to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. OK, I'm ready.
[AGENT][NEUTRAL] Let me know when you're ready. Alrighty, that is 02.
[AGENT][NEUTRAL] 45.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 35.
[AGENT][NEUTRAL] 74.
[CUSTOMER][NEUTRAL] 74. OK. And with um doing a procedure, um, is there, there's no special circumstance that they need to, they can just run the policy number?
[AGENT][NEUTRAL] Absolutely, um, and if they have any questions they need to check coverage, um, they're more than welcome to give us a call. All we would need is that policy number and then for them to be able to verify your name and date of birth, um, and you know they depending on the provider, uh, most would file the claims for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Unfortunately some providers just really do not like messing with any sort of secondary or supplemental insurance so if there's ever a situation where they just will not take it, you can still file the claims yourself um and then you know if if it comes to that you could just give us a call and we can help you um with how you can do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that'll be it thank you so much for your help today.
[AGENT][POSITIVE] Alright, of course, thanks for calling API. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye bye.