AccountId: 011433970860
ContactId: 9f98116f-c816-404d-a9ba-8e862a9e0275
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251470 ms
Total Talk Time (AGENT): 79829 ms
Total Talk Time (CUSTOMER): 94695 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/9f98116f-c816-404d-a9ba-8e862a9e0275_20250505T19:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII] or [PII]?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII], my apologies, uh, yes, Ms. [PII], my name is [PII]. I'm a I'm an employee with Steven Transport Trucking.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I currently have a medical and dental policy with y'all, uh, now I haven't been home in a while.
[CUSTOMER][NEUTRAL] And I was told that possibly my my medical cards or whatever policy papers and all that whatnot, uh, papers are probably mailed in the mail already, but I haven't been home in a minute, so I was wondering.
[CUSTOMER][NEUTRAL] If it's possible, if I can possibly have it emailed over to my personal email.
[CUSTOMER][NEUTRAL] Just for proof of it?
[AGENT][NEUTRAL] Sure. Uh,
[AGENT][NEUTRAL] Yeah, yeah, the ID cards and the policy.
[AGENT][NEUTRAL] Or just the ID cards.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, I guess just all of it just to be on the safe side for both medical and uh dental.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yes, let me get that pulled up and I can see if I can send that to you, um, and can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] 227-511-10
[AGENT][NEUTRAL] Thank you, do you have either of those policy numbers by chance?
[CUSTOMER][NEUTRAL] I do not. I apologize. I do not have any of that with me.
[AGENT][NEUTRAL] No, that's OK, sure, that's all right um I can start using your social.
[CUSTOMER][NEUTRAL] With Social Security?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so it's gonna be [PII].
[AGENT][POSITIVE] Got it thank you one moment.
[AGENT][NEUTRAL] OK, and just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Mailing address is gonna be [PII].
[AGENT][NEUTRAL] Yeah, I don't have a PO box. I guess we might just have the physical address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Does that need to be changed in?
[CUSTOMER][NEUTRAL] Uh, as long as it, as long as my mail, as long as my PO box is on file, then we should be good.
[AGENT][NEUTRAL] I don't have the PO box on file, so do I need to add that?
[CUSTOMER][NEUTRAL] Uh, yeah, add that in the notation because my town doesn't receive physical mail but uh.
[CUSTOMER][NEUTRAL] You can add in the notation, but if it's on the insurance itself, like the insurance card and all that, then that's fine.
[AGENT][NEUTRAL] OK, um, so could you give me that, uh, PO box one more time please? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and that zip code was still [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, OK, I will go ahead and get that, uh, added, um, and then what is a good email address for you [PII]?
[CUSTOMER][NEUTRAL] You gonna be my first name last name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, just first last name no periods no numbers, nothing like that?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, alright well I will go ahead and get this information emailed over to you. You should get it here in just a few minutes. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that should be it for today.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][POSITIVE] Thank you, bye bye.