AccountId: 011433970860
ContactId: 84e5017d-8d25-4b1c-b573-7e1c65e32ede
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248699 ms
Total Talk Time (AGENT): 115585 ms
Total Talk Time (CUSTOMER): 60010 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/84e5017d-8d25-4b1c-b573-7e1c65e32ede_20250417T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is uh [PII].
[CUSTOMER][NEUTRAL] Uh, my social security number is [PII].
[AGENT][POSITIVE] All right then, how can I help you?
[CUSTOMER][NEUTRAL] And I need to know.
[CUSTOMER][NEUTRAL] Oh, OK, uh, I need to know if my insurance cards have been mailed out.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, Mr. [PII], allow me just a second while I search your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and in what state was this policy issued?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And can you verify for me um your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you very much for verifying. I um am currently looking here if there uh what type of policy it is. Let's see if we have mailed out any.
[AGENT][NEUTRAL] Policy ID card.
[AGENT][NEUTRAL] All right. The only ones that would um have ID card would be the dental policy and your hospital indemnity.
[CUSTOMER][NEUTRAL] Yeah, yeah, those I have.
[AGENT][NEUTRAL] Mhm. All right. OK.
[CUSTOMER][NEUTRAL] Yeah, those I have.
[AGENT][NEUTRAL] All right, and I'm looking here.
[AGENT][NEUTRAL] I do see here that we're ready and mailed [PII].
[AGENT][NEUTRAL] And I checked the address and everything is correct. Um, would you like me to go ahead and send it again, request it?
[CUSTOMER][NEUTRAL] For my medical cards, yes, please.
[AGENT][NEUTRAL] All right
[CUSTOMER][NEUTRAL] medical, dental, oh I, I, but not the dental, but the medical and vision. I, yeah, I need those cards.
[AGENT][NEUTRAL] Um, we only have access to the dental and hospital indemnity. Uh, we don't have vision plans that should, that probably is with another provider.
[CUSTOMER][NEUTRAL] Oh, OK, that's uh [PII]. Uh, what, what about the medical part?
[AGENT][NEUTRAL] Um, we only have hospital indemnity one, for your major medical, that will be also with another provider.
[CUSTOMER][NEUTRAL] OK, um, and you don't have that provider's name?
[AGENT][NEUTRAL] I do not. That will be something that the human resources that provided your information for your policy should have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right
[AGENT][NEUTRAL] Um, mhm, I will go ahead and request these policy ID cards to be delivered at your home address. Um, I do see an email here. Would you like me to email a copy as well?
[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] All right. And can you verify that email for me, please?
[CUSTOMER][NEUTRAL] Yeah, it's my first initial, full last name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][POSITIVE] All right, thank you very much and I will work in this email for you. You should be receiving those digital copies in just a few minutes. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Nope, that's good.
[AGENT][POSITIVE] All right. Well, thank you very much for calling APL and I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.