AccountId: 011433970860
ContactId: 95525bcd-a5db-48e0-a9d1-7548648ab8ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273679 ms
Total Talk Time (AGENT): 132623 ms
Total Talk Time (CUSTOMER): 104007 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/95525bcd-a5db-48e0-a9d1-7548648ab8ff_20250414T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi. I am calling to see about getting some cards uh sent to my house.
[AGENT][POSITIVE] OK. I can help.
[CUSTOMER][NEUTRAL] Some health, some health insurance cards.
[AGENT][NEUTRAL] OK, I can help you with your card, sir. Can I please get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much, sir.
[AGENT][NEUTRAL] And then what is your policy number, [PII]?
[CUSTOMER][NEUTRAL] You need the policy number?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] All right, let me get it. It is 250.
[CUSTOMER][NEUTRAL] 9919
[AGENT][NEUTRAL] OK, let me look that up real quick, sir.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Thank you. All right. And [PII], can you please, uh, we'll need to verify your policy for security reasons. Can you give me your date of birth?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then I'll also need your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Uh, should be [PII]. Um, what did you say?
[AGENT][NEUTRAL] Your email address?
[AGENT][NEUTRAL] Also
[CUSTOMER][NEUTRAL] Email should be [PII].
[AGENT][NEUTRAL] Thank you and then I noticed that the phone number you gave me to call you back on if we're disconnected is that your cell phone number, sir?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right, let me look real quick about getting you some cards. OK, so, uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I have on the internet.
[AGENT][NEUTRAL] You have it on that you went through the online service center and looked it up there?
[CUSTOMER][NEUTRAL] Yeah, I have it and I, but it like the cards don't say like, so I, I, it has like one I'm looking at it, but it doesn't have her name. It just has [PII] employee and spouse.
[AGENT][NEUTRAL] Right and the and spouse so it won't um have one with just her name on it it'll have employee plus spouse.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, if I could just get those cards because I'm, I, I just, I, I, I went on the [PII] and, and, and made the account and logged in, and that's how I got this. But I just rather have the card too. I have it on a piece of paper and I laminated it, but I just like to have the cards, uh, the little tiny ones you put in your wallets.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, all right, I'm ordering you a card now it will be sent to your group, um, those cards are mailed out to the group, so, um, I have requested, yes sir.
[CUSTOMER][NEUTRAL] The group.
[AGENT][NEUTRAL] Which is your employer?
[CUSTOMER][NEUTRAL] I don't know what that means.
[AGENT][NEUTRAL] Your employer, um.
[CUSTOMER][NEUTRAL] Oh, so it goes to way point.
[AGENT][POSITIVE] Yes sir, it'll go to Waypoint and I've ordered that for you so you should be getting them receiving them there and I would give it to 7 to 10 business days to to make its way to your employer, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, they'll, they'll, they'll, uh, they'll, they'll get a hold of me when something shows up with my name on it and then they, uh, yeah, that, that's fine. So how many cards is it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I ordered one. Would you like another?
[CUSTOMER][POSITIVE] Please, so I can give one to her cause if she goes to the doctor, I just want to be able to each have one, so there's no, she has no issues.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm taking care of that right now for us.
[AGENT][NEUTRAL] Be just a second.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] It's no problem at all.
[AGENT][POSITIVE] Alright, I've got you another one ordered for you. Is there?
[CUSTOMER][NEUTRAL] I didn't know they had gap insurance.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Well, surprise, it's a good insurance.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Boy, let me tell you something. It sure is.
[AGENT][NEUTRAL] It is. All right. Well, [PII], I've got those cards ordered for you. Is there anything else that I can help you with before we go, sir?
[CUSTOMER][NEUTRAL] No, that's it. Just this car is ordered.
[AGENT][POSITIVE] OK, well, I've got it taken care of it. I hope you have a wonderful week and we certainly appreciate you calling APL.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome, sir. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.