AccountId: 011433970860
ContactId: a86e8710-a8d6-411b-a33f-5899fe6fbeb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212369 ms
Total Talk Time (AGENT): 77399 ms
Total Talk Time (CUSTOMER): 77726 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/a86e8710-a8d6-411b-a33f-5899fe6fbeb3_20250114T18:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII]. I needed to request 4 cards for [PII], please.
[AGENT][NEUTRAL] Alright, do you have your policy number?
[CUSTOMER][NEUTRAL] I have the plan ID.
[AGENT][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] Mat link select.
[CUSTOMER][NEUTRAL] Group M E D S U P
[CUSTOMER][NEUTRAL] And I have the in-hospital number and the out of hospital as well.
[AGENT][NEUTRAL] Yeah, so if you can give me the in hospital or outpatient number, either one will work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have in hospitals 01256048 ML 7.
[AGENT][POSITIVE] Thank you so much. Let me just pull this up.
[AGENT][NEUTRAL] And if I could verify first name, last name on the policy and date of birth?
[CUSTOMER][NEUTRAL] OK. Uh, that's my husband, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and then can you also verify the address that we should have on file?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] Thank you and [PII], is that still a valid email address to have on file?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK great um so I am happy to put in a request to have cards mailed out to you in the meantime if you need it, we can email you a card so you have it immediately on file.
[CUSTOMER][POSITIVE] Oh, that'll be great, yes. Can I give you my email address or yes. Oh, but I want the actual cards as well.
[AGENT][NEUTRAL] You want an email?
[AGENT][NEUTRAL] Mhm. Absolutely.
[AGENT][POSITIVE] Yeah, absolutely, not a problem. What is your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Dot C as in cat, O as in Oval, S as in Sam. G as in goat, A as in Apple. Y A as in Apple.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Alright, I have sent the email with the card, so that should be coming in the next 5 minutes or so and then put in a request also for cards to be mailed to the address on file and it was a request for 4, correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] All right, is there anything else that I can help you with here today?
[CUSTOMER][POSITIVE] Uh, no, that will be all. You've been so kind and helpful. I really appreciate your help.
[AGENT][POSITIVE] It's been my pleasure. Thank you for calling APL have a nice rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too. Goodbye.
[AGENT][NEUTRAL] Bye-bye.