AccountId: 011433970860
ContactId: 6ee110cb-85ed-4fe3-8bcd-a8f831477b0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311200 ms
Total Talk Time (AGENT): 129505 ms
Total Talk Time (CUSTOMER): 118977 ms
Interruptions: 3
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/6ee110cb-85ed-4fe3-8bcd-a8f831477b0a_20250206T16:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning thank you for calling.
[CUSTOMER][NEUTRAL] Yes, hey, good morning, [PII]. My name is, uh, [PII]. Um, I am relatively new customer. I signed up in December and, um, I work for, uh, Steven Transport. I'm a commercial driver and the reason I'm calling is, uh, I called my wife and she said, I haven't seen your the medical cards come in yet, so that's why I'm, I'm, I'm calling you guys to check on that and, and just see, you know, when they'll get there and if I can get an email if I, you know, if I need to or whatever.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you, Mr. [PII]. I can look up your policy by your social. Is that OK?
[CUSTOMER][POSITIVE] Yeah, yeah, that'd be great, uh, it's uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And what is your date of birth, please, sir?
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] And current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. Now, we've got [PII]. Is that the same?
[CUSTOMER][NEUTRAL] It's the same because um I'm right on the zip code boundary line um and so I have utility bills with that and then my mortgage is in [PII], you know, so yeah, it's literally if you look it up on [PII].
[AGENT][NEUTRAL] Well that's why you're not sure where you live.
[CUSTOMER][NEUTRAL] I know, I know it's.
[CUSTOMER][NEUTRAL] So yeah.
[AGENT][POSITIVE] Absolutely, yeah, I got you. So, and can we get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you and do you mind verifying your Gmail address please sir?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] Now, I'm checking your policies.
[AGENT][NEUTRAL] You have a hospital indemnity for medical.
[AGENT][NEUTRAL] You also have a critical illness and an accident policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now, the accident and critical illness policy does not provide a card.
[AGENT][NEUTRAL] I can email you a copy of your hospital indemnity card.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] If you would like.
[CUSTOMER][NEUTRAL] Oh yeah, OK, yeah.
[AGENT][NEUTRAL] I can do that right now and also there is a website listed, we have a portal you can create a login and password on the portal to print additional cards if you need to for your hospital indemnity. You can also click on the policy numbers to view your policy benefits.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and what's that?
[AGENT][POSITIVE] It's it's secured. It's on the email. It will be, but I can give it to you. Yeah.
[CUSTOMER][NEUTRAL] Alright, I guess you you.
[CUSTOMER][NEUTRAL] Yeah, that's what I was gonna say, yeah, no, no, no, if it's on email, that's fine.
[AGENT][NEUTRAL] Yeah, and you would have to use your information to create the account. So if, if you want to get your wife to created it, she'll have to use your information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And fixing to send that to you right now.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Bear with me just one second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I'm also gonna put your policy number in here as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For your hospital indemnity.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's just taking a minute. I do apologize.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] All right. I just sent that. It's gonna come from the care team.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you want to check in, uh, are you driving or can you check to see if you received it?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] No, I'm, I'm just saying I let me oh there it is. I see it. It just came in.
[AGENT][NEUTRAL] OK, and you can click on the attachment and open that.
[CUSTOMER][NEUTRAL] Alright, yeah, let me, uh, doing that now.
[CUSTOMER][NEUTRAL] OK, yep, APL got my, yep, OK, I see it, yep.
[CUSTOMER][POSITIVE] OK, we're all good.
[AGENT][POSITIVE] Uh, it has been a pleasure to assist you. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you very much, have a good day.
[AGENT][POSITIVE] I hope you do as well, Mr. [PII]. Thank you for calling APL. Take care and stay safe.
[CUSTOMER][NEUTRAL] You too bye now.
[AGENT][NEUTRAL] Bye bye.