AccountId: 011433970860
ContactId: 93972b80-93bd-44b2-99b5-c36793167d73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447880 ms
Total Talk Time (AGENT): 114372 ms
Total Talk Time (CUSTOMER): 94356 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/93972b80-93bd-44b2-99b5-c36793167d73_20250130T14:36_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] Hey, and I wanted to see how I could get a um a copy of um um duplicate card for my, my APL.
[AGENT][NEUTRAL] OK, and did you want the card mailed to you or emailed?
[CUSTOMER][NEUTRAL] Um, it could be mailed as long as I could get the information in case I need it and verify that I have the, the correct, um, in hospital and outpatient number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Well, I can definitely help you with your ID cards. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII] um contact is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you for that. And may I have your um policy number?
[CUSTOMER][NEUTRAL] Uh, I have a group number.
[AGENT][NEUTRAL] Do you, um.
[CUSTOMER][NEUTRAL] Well I have a, um, my chief of operations provided me with a copy of his card, so I got the information off his card like the 1-800 number. So is there anything on there like inpatient number.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, the inpatient number would be his policy number. What's the group number and I can look you up through the group.
[CUSTOMER][NEUTRAL] 247-557
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Would you be able to mail it and email it to me?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I can have a copy because I need to file a claim.
[AGENT][POSITIVE] Yes, I sure can.
[AGENT][NEUTRAL] And let me see.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][POSITIVE] OK, I think that it is good, so I put.
[AGENT][NEUTRAL] I think I just found it. Hold on one second. Let me see if this is it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] American public life, I think it's uh
[CUSTOMER][NEUTRAL] Um, APL.
[AGENT][NEUTRAL] Mr. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I should have my date of birth is [PII].
[AGENT][NEUTRAL] OK, this is it.
[CUSTOMER][NEUTRAL] My mailing address should be [PII].
[AGENT][NEUTRAL] And then there is no email address on file, but I'm gonna send you an email for the cards. What email address would you like me to put?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] So [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alrighty, so let me save that. Hold on one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let me just make sure it says.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] OK, so it's saved and then.
[AGENT][NEUTRAL] Let me just make sure your cards are available and then I'll go ahead and send them to you. And do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] No, go for it. That's fine.
[AGENT][NEUTRAL] All right, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 12
[AGENT][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] Oh, so that's why you didn't get any card.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] I'll just have to tell them they're online only.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Well, he said he wanted it mail.
[AGENT][NEGATIVE] Don't give him what he wants.
[AGENT][NEUTRAL] Oops.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Yeah, ready at home. I as well get it done.
[AGENT][NEUTRAL] 1786927177.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I have sent over um the request for the ID cards to be mailed to you and I also emailed them to you as well. Um, it's coming from the care team, so, and you got it? Oh, you did? OK, good.
[CUSTOMER][POSITIVE] Got you. I just got it. I got it right now, yeah.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Nope, that'll be it. Thank you so much.
[AGENT][POSITIVE] All right, you're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] You have a good one.