AccountId: 011433970860
ContactId: 8bebb2e8-5eac-4fa5-9f12-f4375bd6ad8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 642989 ms
Total Talk Time (AGENT): 120580 ms
Total Talk Time (CUSTOMER): 81532 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/8bebb2e8-5eac-4fa5-9f12-f4375bd6ad8c_20250619T15:20_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, um, I'm waiting on my um.
[CUSTOMER][NEUTRAL] Health uh insurance card to come in the mail. I haven't received it, so I was wondering can I um get a resend.
[AGENT][NEUTRAL] OK, sure. Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] Thank you. Uh, do you have the policy number by any chance?
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I don't. I'm at work right now, so I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's OK. I can do a name search. How do you spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I um
[AGENT][NEUTRAL] Can you go ahead.
[CUSTOMER][NEUTRAL] I have my dental card. Is it, is that gonna be the same policy number?
[AGENT][NEUTRAL] Uh, it may be, uh, not the same one, but I can pull it up with your dental. If you have the dental policy, I can pull your medical line on.
[CUSTOMER][NEUTRAL] Oh, OK, it is 02610176.
[AGENT][NEUTRAL] OK. Thank you. May I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, mailing address [PII].
[CUSTOMER][NEUTRAL] And um email is [PII].
[AGENT][NEUTRAL] OK, thank you. Alright, let me see if I can find your medical card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, so the policy is effective on [PII]. Bear with me. Let me see what we said.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me go ahead and get that requested.
[AGENT][NEUTRAL] OK, so I went ahead and send the request over for the card to be sent out to you by mail. Um, so normally it takes 5 to 7 business days for you to get it. It just goes regular mail, OK?
[CUSTOMER][NEUTRAL] OK, is there any way you can email me, um, a copy for like the time being?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, mhm, I can. Uh, let me go ahead and send that and that was to [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] OK.
[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.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. OK, um, do you want to check and see if you got that, um, email with the card?
[CUSTOMER][NEUTRAL] OK, um, let me see.
[CUSTOMER][NEUTRAL] Uh, one second, I'm trying to.
[CUSTOMER][NEUTRAL] Put it up here.
[AGENT][POSITIVE] It's OK. Take your time.
[CUSTOMER][NEUTRAL] OK, the group hospital indemnity.
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][POSITIVE] Yep, came in. That's what it is. I got it.
[AGENT][NEUTRAL] Alright, is there anything else I'm gonna help you with today [PII]?
[CUSTOMER][NEUTRAL] Uh, they'll do it.
[AGENT][NEUTRAL] OK. And for future, you can always go to our website, uh [PII] and register if you want to create your account and you can get another temporary card where you can save into your phone or view your information, OK?
[CUSTOMER][POSITIVE] Oh, OK, I got you. I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day, Mr. [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.