AccountId: 011433970860
ContactId: a190d382-84bc-43bc-a1b9-bcfaff163991
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195389 ms
Total Talk Time (AGENT): 68196 ms
Total Talk Time (CUSTOMER): 91252 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a190d382-84bc-43bc-a1b9-bcfaff163991_20250603T21:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. I am calling because
[CUSTOMER][NEUTRAL] Our company has uh a group plan with you guys and I never got a card and I just wanted to confirm I'm insured with the group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if I give you a group number.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, sure. What is that?
[CUSTOMER][NEUTRAL] It is 21867.
[AGENT][NEUTRAL] And what is your first and last name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, [PII], and could you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And then what is your address?
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, yes, I've got you active and effective, um, 61-2023. Um, let me see if I've got a card on file and I can.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Not to you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, um, would you like me to send you a card? I can email it over.
[CUSTOMER][POSITIVE] Yeah, please that would be great.
[AGENT][NEUTRAL] OK, what's your email?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And do you want me to put this email on file in your account?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] OK. OK, and that's [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][POSITIVE] OK, I'll get that sent over your way, [PII]. Just give me a few minutes, and is there anything else I can help you today?
[CUSTOMER][NEUTRAL] No, no, take care.
[CUSTOMER][NEUTRAL] So as far as any benefits or whatever, can I just read about everything online or you know, I, I didn't even, I mean I know I signed up for this year when I started working here, but I had no idea. Someone reminded me today so that's why I was calling because I have no idea what what it entails.
[AGENT][NEUTRAL] Yes, um, so.
[CUSTOMER][NEUTRAL] What I get for this, so.
[AGENT][NEUTRAL] We've we've actually launched a new website um that has a lot more capabilities so do you want me to send you the link to that and then you can create your user account because that will have your policy certificate that you can read through and all that good stuff so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect, perfect, yeah that would be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no, this is great.
[AGENT][POSITIVE] OK, I'll get that sent your way. Just give me a few minutes and um you should receive it and if you have any questions, give us a call back.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][POSITIVE] I will thank you very much.
[AGENT][POSITIVE] OK, thank you for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.