AccountId: 011433970860
ContactId: 6eada03b-e683-4f5b-a390-ffd93e410132
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182610 ms
Total Talk Time (AGENT): 87490 ms
Total Talk Time (CUSTOMER): 58518 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/6eada03b-e683-4f5b-a390-ffd93e410132_20250114T15:57_UTC.wav
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[AGENT][POSITIVE] Hi, thank you so much for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII], and I was trying to see, I got a dental card, and I was trying to see is this the same I'm supposed to get a health card from you all too or?
[AGENT][NEUTRAL] I can take a look into that for you Mr. [PII]. um, do you have, do you have your policy number handy?
[CUSTOMER][NEUTRAL] Yes ma'am, 025.
[CUSTOMER][NEUTRAL] 746.
[CUSTOMER][NEUTRAL] 84
[AGENT][POSITIVE] Perfect. And while I'm pulling up that policy, my friend, do you mind if I also just grab a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 4179.
[AGENT][NEUTRAL] Thank you. I really appreciate it. And would you be able to verify for me, Mr. um [PII], your date of birth? I cannot talk. Yeah, your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you, thank you. And let me pull up your other policies with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're wanting that, um.
[AGENT][NEUTRAL] The one with your medical benefits, your hospital indemnity policy, is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Wonderful. I can go ahead. I'm so sorry. I'm not sure why one was sent to you, but I can go ahead and download a copy of that ID card and get it sent out to you. Um, I just need you to verify for me just your mailing address and your email address if you will.
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][POSITIVE] Perfect. Thank you so much and.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] That subject line is gonna say APL ID card for you.
[AGENT][NEUTRAL] And it should be coming through within the next 2 or 3 minutes. I'm hitting send on it right now.
[AGENT][NEUTRAL] And then was there anything else I could help you with my friend?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Perfect. Well, I got that going your way and if you find yourself needing anything else, Mr. [PII], give us a call and we'll do our best to take care of you, OK?
[CUSTOMER][NEUTRAL] OK, so is it kids? OK, yeah, this is, OK.
[AGENT][POSITIVE] You got it? OK, perfect.
[CUSTOMER][POSITIVE] Alrighty thank you very much.
[AGENT][POSITIVE] Hey, yes, it's my pleasure thank you so much for giving us a call and you have such a wonderful day.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] My pleasure. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.