AccountId: 011433970860
ContactId: 7574fc91-4b06-4541-9863-f3867b466874
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316619 ms
Total Talk Time (AGENT): 146214 ms
Total Talk Time (CUSTOMER): 76502 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/7574fc91-4b06-4541-9863-f3867b466874_20250219T17:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, hi, um, my name is [PII], um, and I'm calling because I did not receive my, uh, medical ID card.
[AGENT][POSITIVE] OK, yes, I'm absolutely happy to help.
[AGENT][POSITIVE] I'm absolutely happy to help with that today. Do you by chance have any sort of policy number or?
[CUSTOMER][NEUTRAL] Um, I have a policy number on my dental. I don't know if it will be the same for medical too.
[AGENT][POSITIVE] That's all right, no worries, you can give me what you've got and we'll see what we can find here.
[CUSTOMER][NEUTRAL] OK, um, I got 025606.
[CUSTOMER][NEUTRAL] 39
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. Thank you so much. And then if I could verify your first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Alright, thank you so much and let me read back this dental policy that you gave me. I copied down 02.
[AGENT][NEUTRAL] 560639.
[CUSTOMER][NEUTRAL] No, 60, no, 02566039.
[AGENT][POSITIVE] Oh, I'm so sorry I had those transposed there.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK, and then [PII], if you can just verify with me also please the address we should have on file for you.
[CUSTOMER][NEUTRAL] It's [PII], ZIP [PII].
[AGENT][POSITIVE] Thank you so much and the uh email on file is your [PII]. Is that still a good email for you as well?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Great, so I am happy to um I can email you a medical card and then also have one requested to be sent out to you in the US postal mail. Would you like me to go ahead and send one to your email so you can have it on file today?
[CUSTOMER][POSITIVE] Oh yes, that would be awesome.
[AGENT][NEUTRAL] OK, yeah, not a problem. Um, if you want, I can also give you the policy number. Is that something that you want to just write down or?
[CUSTOMER][NEUTRAL] Oh, for the, for the medical, right?
[AGENT][NEUTRAL] Yeah, for the medical. Um, it sounds like you have a dental card. Is that correct?
[CUSTOMER][NEUTRAL] Yes, I, I, I have the card only missing the medical.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You just need the medical card, OK. Um, so yeah, I am happy to get that sent over to you and then we'll also put in a request to have one mailed to your home address, but you can use the email uh to uh go to any doctor at this time if you needed to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Alright, um.
[CUSTOMER][NEUTRAL] I'm looking for a thing to get the number.
[CUSTOMER][NEUTRAL] Uh, what's the number, please?
[AGENT][NEUTRAL] Uh, the policy number for your medical.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, that is going to be, give me just one second here, sorry.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, so your medical policy is under 02.
[AGENT][NEUTRAL] 56.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 61.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 93.
[CUSTOMER][POSITIVE] 93. OK. Thank you very much.
[AGENT][NEUTRAL] Mhm, not a problem, and I just sent that email, so your card should be coming in the next 5 minutes or so via email and then of course for the one coming in the US postal mail you'll just need to give that a little bit of time, OK?
[CUSTOMER][POSITIVE] All right. Thank you very much. Appreciate it.
[AGENT][POSITIVE] My, my pleasure. Is there anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's it for today. Thank you.
[AGENT][POSITIVE] Thank you for calling APL have a nice day.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Bye bye.