AccountId: 011433970860
ContactId: 8fac464d-d67f-4776-8c70-0ecdca615193
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219389 ms
Total Talk Time (AGENT): 92608 ms
Total Talk Time (CUSTOMER): 60773 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/8fac464d-d67f-4776-8c70-0ecdca615193_20250324T12:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hey, how you doing?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm good. uh, I was trying to see what I'd be able to get my policy number because I've been, uh, waiting on a uh a card.
[CUSTOMER][NEUTRAL] For my, my insurance or we got one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, I'm sorry you haven't received your card. I'll definitely look into that as well as um giving you your policy number. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Uh yes ma'am, uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And my contact number is [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Thank you for that. And Mr. [PII], do you mind if I put, well, there's two options. I can search it with your social or I can search it with your first and last name. Um, are you OK with me searching with your social?
[CUSTOMER][NEUTRAL] Yes no.
[AGENT][NEUTRAL] OK, what's your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, so I'm just waiting for everything to come up.
[AGENT][POSITIVE] It's kind of taking its time here. I apologize.
[CUSTOMER][POSITIVE] Oh it's all right.
[AGENT][NEUTRAL] And which policy is this for medical or dental?
[CUSTOMER][NEUTRAL] Um, medical.
[CUSTOMER][NEUTRAL] My baby on my policy, right?
[AGENT][NEUTRAL] Um, it hasn't come up yet. I just found it. Hold on one second.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then just your email.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So your policy number.
[AGENT][NEUTRAL] It's 258.
[AGENT][NEUTRAL] 96
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] 41
[CUSTOMER][NEUTRAL] That's not
[CUSTOMER][NEUTRAL] That's tomorrow.
[AGENT][NEUTRAL] And then let me see about your card. And you said this, so this is the correct address? The, hold on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I'm gonna put another request for the um physical cards to be sent to you. Did you want me to um email you like a digital copy for now though?
[CUSTOMER][NEUTRAL] Yes now.
[CUSTOMER][POSITIVE] Yes ma'am, we can.
[AGENT][NEUTRAL] OK. So I'll go ahead and send your card to you um through your email and then I'll I'll also put in a request for the physical card to be mailed to your home, so you'll have that too.
[CUSTOMER][NEUTRAL] That as well.
[AGENT][NEUTRAL] All right, well, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh no, ma'am, that's all, thank you.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I hope you have a great week.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.