AccountId: 011433970860
ContactId: a0ebc0b8-7836-4413-85e6-dce7f9cc8816
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161050 ms
Total Talk Time (AGENT): 45906 ms
Total Talk Time (CUSTOMER): 76501 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/a0ebc0b8-7836-4413-85e6-dce7f9cc8816_20250619T15:06_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling to request my ID card.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yes, one second.
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 231-992-4
[AGENT][NEUTRAL] OK. Could I get your first and last name and your date of birth?
[CUSTOMER][NEUTRAL] Uh, first and last name is [PII], and my date of birth is [PII].
[AGENT][NEUTRAL] OK, and then [PII], can you verify your address?
[CUSTOMER][NEUTRAL] Um, yes, the address is [PII].
[AGENT][NEUTRAL] OK and then do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, it's area code [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then it doesn't look like we've got an email on file for you um what's a good email address I can send that to?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A good email address is um my last name [PII].
[AGENT][POSITIVE] OK, [PII], I'll get that card sent your way. Just give me a few minutes. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Um, I had a question. I'm, I'm barely finding out that I had you guys as a secondary insurance, so if I have a balance and I want to apply you guys, would it be through you guys or would it be through the hospital or wherever the bill's at?
[AGENT][NEUTRAL] Um, so you can send us the claims for that, um, and so yeah, it would, it would come to us.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh OK, so I will go through them and then they would send it to you guys?
[AGENT][NEUTRAL] Yes, you can provide them with the card and see if they'll file it for you.
[CUSTOMER][NEUTRAL] OK, and then just a quick question on there does it um.
[CUSTOMER][NEUTRAL] Like, do you know how long it's been active? Or like the, the dates?
[AGENT][NEUTRAL] Yes, um, it's.
[CUSTOMER][NEUTRAL] That I've had the um APL with you guys.
[AGENT][NEUTRAL] Uh-huh. Uh, it looks like it's been effective since [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] He used to think he