AccountId: 011433970860
ContactId: 86efac91-8cf1-4fb1-b477-f53344574ec4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209789 ms
Total Talk Time (AGENT): 84638 ms
Total Talk Time (CUSTOMER): 79870 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/86efac91-8cf1-4fb1-b477-f53344574ec4_20250410T20:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, uh, I received my packet in the mail with my identification, uh, cards, but I got.
[CUSTOMER][NEUTRAL] Two of the same cards. I got 2 group voluntary dental cards. Uh, I don't have health.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it coming in a separate package?
[AGENT][NEUTRAL] Hm. Let's look at my, yeah. Do you have, you can give me your dental policy number and I'll look for your other policy. Do you have that?
[CUSTOMER][NEUTRAL] OK, what is, uh, the policy number, uh, do you want the group number is 24156.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, the actual policy number if you have it.
[CUSTOMER][NEUTRAL] OK, it's 02610176.
[AGENT][POSITIVE] Alright, thank you so much. Let me pull this up here.
[AGENT][NEUTRAL] And then can I get your uh first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, thank you, [PII] and then I need to verify for security please your um physical address and email address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh physical address is [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] So, I've got your medical policy pulled up here. Let me see if they do cards for you guys. One second.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK. Um, yeah, it is a separate policy number, so it would be coming in a separate packet, but I am happy to email you a copy of the card with your policy number on it, that way you have it and you can go ahead and use it if you need to.
[CUSTOMER][NEUTRAL] OK, OK, that's, that, that'll work. I appreciate that. I was just kind of confused. I got 2. Do you know what's the purpose of having two of the same card?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Well, they, I don't know why they would have sent you two. Sometimes I know they'll send you like an extra one if you have like a dependent or spouse on there just, you know, so you have more than one card, but um it's just probably to have an extra.
[AGENT][POSITIVE] Simple as that.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] I got you. That's that it makes sense. I was just kinda curious, uh.
[CUSTOMER][POSITIVE] Like I said, I didn't know if they, you know, this came in, everything come in one packet and they just made a mistake and send two dental instead of a dental and a health, but I got it now so it's gonna be separate, so that makes sense. I appreciate it.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Not a problem. And the email is on its way with your medical card, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. You have a good rest of your day, [PII].
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye bye.