AccountId: 011433970860
ContactId: 736813cc-ca5e-420e-9ef3-30680cba3955
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 801630 ms
Total Talk Time (AGENT): 136328 ms
Total Talk Time (CUSTOMER): 121716 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/736813cc-ca5e-420e-9ef3-30680cba3955_20250407T17:52_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. This is how may I assist you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. Uh, I drive for Evergreen I mean Evergreen Industry. I'm a member of this insurance, and I have a question.
[AGENT][NEUTRAL] OK, um, sure, Mr. [PII], I can assist you. May I have a callback number just in case we get disconnected and the policy number?
[CUSTOMER][NEUTRAL] Say again?
[AGENT][NEUTRAL] May I have a
[CUSTOMER][NEUTRAL] I don't have a policy number.
[AGENT][NEUTRAL] You don't have a. OK. Let me have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] I don't have one.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Say, say that again, ma'am.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. How may I assist you? What's your question?
[CUSTOMER][NEUTRAL] I'm calling because I need a.
[CUSTOMER][NEUTRAL] Group card. I didn't, uh, the human resource lady had called y'all, y'all say y'all had mailed one but I haven't received one yet.
[AGENT][NEUTRAL] OK, so you do have a policy with us, but you have not received your card yet.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It it's through, it's through evergreen industry.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Out of Liberty, Mississippi.
[AGENT][NEUTRAL] Is this a truck
[AGENT][NEUTRAL] OK, is this a truck driving company?
[CUSTOMER][NEUTRAL] Yes, truck, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I'm gonna take you off my headset. I'm gonna.
[CUSTOMER][NEUTRAL] Try to talk to you through the phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, can you hear me?
[AGENT][POSITIVE] Yes, much better. Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be a minute. I'm trying to locate the group.
[AGENT][NEUTRAL] OK. May I have the spelling of your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And you said the first name is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I have your address, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're looking for your hospital indemnity policy card?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I can go visit doctors, you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just, just a regular checkup.
[AGENT][NEUTRAL] All right. Um,
[AGENT][NEUTRAL] Let me see what they find it um.
[AGENT][NEUTRAL] OK. So, um, I can go ahead and order you a card, but um I can also send you the copy of your card. I just need to verify some other information with you. Um, may I have your date of birth and the email address on file?
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So do you want me to send you the copy of your card to your email?
[CUSTOMER][NEUTRAL] You can.
[AGENT][NEUTRAL] OK. All right. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] Yeah, I'm, I'm good, go ahead.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. OK, I went ahead and send that email with a copy of your ID card. Um, do you want to check and see if you got it or you wanna check later on?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Alright, let me just see what I got you on the phone.
[AGENT][NEUTRAL] OK, and it, it may be a couple of minutes, OK? Or you can just refresh your email.
[CUSTOMER][NEUTRAL] I guess for me.
[CUSTOMER][NEUTRAL] OK, yeah, it just came through.
[AGENT][POSITIVE] Perfect. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] I believe that's it. That's the most thing I needed.
[AGENT][POSITIVE] Alright. Well, thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] Uh, this here is my card, my medical card there, right?
[AGENT][NEUTRAL] Correct, yes. This is your medical card. Mhm. Yes.
[CUSTOMER][NEUTRAL] The group uh
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] And you have a good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] All right, so.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye. You're welcome.
[CUSTOMER][POSITIVE] Thank you. All right, bye bye.