AccountId: 011433970860
ContactId: 9bddeb2c-186f-4134-bbb7-4e7dcc86c12f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 702900 ms
Total Talk Time (AGENT): 130012 ms
Total Talk Time (CUSTOMER): 126630 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/9bddeb2c-186f-4134-bbb7-4e7dcc86c12f_20250401T15:10_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 [PII], how you doing? this is uh [PII].
[AGENT][POSITIVE] I'm doing well.
[CUSTOMER][NEUTRAL] And I just recently got enlisted.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was trying to call about getting some insurance card.
[CUSTOMER][NEUTRAL] Email
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You said email?
[CUSTOMER][NEUTRAL] Uh, you can mail me a physical one if you got it, but an email will work for now.
[AGENT][NEUTRAL] OK, um, and Mr. [PII], may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] 662
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] will be the phone number.
[AGENT][NEUTRAL] Thank you. And then do you have your um policy number?
[CUSTOMER][NEUTRAL] No, ma'am, I don't.
[AGENT][NEUTRAL] OK, I can um search it with your social if you like.
[CUSTOMER][NEUTRAL] OK, that's fine. [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is this for your dental or medical or both?
[CUSTOMER][NEUTRAL] I, I, I need all the ones you can provide, basically.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're
[CUSTOMER][NEUTRAL] It's my first time.
[AGENT][NEUTRAL] [PII]. OK, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] The email would be [PII] and the address would be [PII].
[AGENT][NEUTRAL] All right, and all the information provided is a verification of benefits, not a guarantee of payment. So I can um send you the digital copy of your ID cards and your policy documents and then I'll also put in a request to have the um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] ID cards mailed to your home address. The ID cards are only available for your dental policy and your health policy. The other policies don't have cards.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] Alright, um, so did you want to hold while I email it to you or are you OK?
[CUSTOMER][NEUTRAL] Um, uh, I, I can hold on either one, whichever one works best for you. If you got some other stuff you can be attended to. I don't wanna be a burden. I, I can wait. It should pop on up the way.
[AGENT][NEUTRAL] Oh, no, it's fine.
[CUSTOMER][NEUTRAL] I, I think it.
[CUSTOMER][NEUTRAL] Something just popped up. What is this?
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Well, I haven't sent it yet. That's not me.
[CUSTOMER][NEGATIVE] This HAA health center, this these doggone scammer boy, they, they make it hard to deal with this ACA Houston Healthcare.
[AGENT][NEGATIVE] Yeah, and it's, it's getting worse, medical. OK, there's a medical card.
[CUSTOMER][NEUTRAL] I don't know what that is.
[CUSTOMER][NEUTRAL] Man, what you talking about?
[CUSTOMER][NEGATIVE] One of the reasons why I said I would rather kind of sit on the phone because soon as I open my email all type of crap was there some 401k match with company or something. I don't know what that is.
[AGENT][NEUTRAL] Oh, well, that's fine. We can um we can.
[AGENT][NEUTRAL] Wait on the line. I'm just getting the documents together. Hold on one second.
[CUSTOMER][NEUTRAL] Yeah, the wife, she ready to use it and boy she been on me all week about it. I said, baby, I'm driving. I can't be.
[AGENT][NEGATIVE] Oh, well, you better get it done then.
[CUSTOMER][NEUTRAL] Yeah, she didn't call twice this morning. I said, let me go and get on it.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right. Uh, hold on one moment for me, OK? I'm just putting all the, getting all the documents together.
[CUSTOMER][NEUTRAL] Yeah, she's one of them people.
[CUSTOMER][POSITIVE] Oh wow
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, hold on 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.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][POSITIVE] All right, thank you so much for holding. I apologize for that wait. So the email has been sent. It should, um, it may come in your spam folder, but it's coming from the care team.
[CUSTOMER][NEUTRAL] OK, it just popped up care team.
[CUSTOMER][NEUTRAL] Yeah, it just popped up.
[AGENT][NEUTRAL] And it should be 4 attachments.
[CUSTOMER][NEUTRAL] Yeah, that'll be it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I did put the um request to have the physical card sent to your home address as well.
[CUSTOMER][NEUTRAL] Uh, uh
[CUSTOMER][POSITIVE] All right, I do appreciate you.
[AGENT][POSITIVE] You're very welcome. Um, Mr. [PII], was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] Alrighty, well, thanks for calling APL.
[CUSTOMER][POSITIVE] I'm gonna send a request for you a raise. You've been a help.
[AGENT][POSITIVE] Oh, thank you.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] All right, have a good day.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye-bye.