AccountId: 011433970860
ContactId: ac3ae9e4-12c5-493b-a879-4cd35bb59a03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 402739 ms
Total Talk Time (AGENT): 126938 ms
Total Talk Time (CUSTOMER): 110852 ms
Interruptions: 5
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/ac3ae9e4-12c5-493b-a879-4cd35bb59a03_20250505T16:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I got insurance with you all and I got a question.
[AGENT][POSITIVE] OK, I can help you with your questions.
[CUSTOMER][NEUTRAL] Uh, the
[AGENT][NEUTRAL] Um, can I please get your call back?
[CUSTOMER][NEUTRAL] I, I, for some reason
[CUSTOMER][NEUTRAL] Wait, what's that now?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] May I please get your call back number just in case our call is disconnected I'll be able to call you right back.
[CUSTOMER][NEUTRAL] What you say?
[CUSTOMER][NEUTRAL] Area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] 00775822.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, [PII], um, can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and then also for security reasons can you give me your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] I, I'm gonna give you one might be old, but I'm gonna give you [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh uh email is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then your phone number on file?
[CUSTOMER][NEUTRAL] Uh, should be [PII].
[AGENT][NEUTRAL] OK, thank you very much for verifying your policy for me. Now you said at the beginning of our call that you had some questions. How can I answer those for you? What questions you may have?
[CUSTOMER][NEUTRAL] One, I, [PII], I lost my card and I gotta go see a doctor and they want me, they want me to send a copy of my card to them so they can verify they, they take that card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have a fax number. I have a fax number you can send it to them and they'll have it before I get there if you can. They gave me a fax number you can fax it.
[AGENT][NEUTRAL] OK. Yes, sir.
[AGENT][NEUTRAL] Yes, um, now the.
[CUSTOMER][NEUTRAL] OK, the fax number is.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] OK, thank you. And then the policy number that you gave me is for your dental policy. Is that going to be for the dental office that I need to?
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] OK. So you need your, you need your medical policy then.
[CUSTOMER][NEUTRAL] No, it's for the doctor's office. I needed.
[CUSTOMER][NEUTRAL] my medical policy, yes.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] And can, can they send me a copy of my medical, uh, I got the den. They send me a paper from my dental. Can you send me a product to the medical to my address?
[CUSTOMER][NEUTRAL] To my home. I need to send it to my email.
[AGENT][POSITIVE] Yes, I'll order that for you.
[AGENT][NEUTRAL] I'll order that for you, but I'm gonna put you.
[CUSTOMER][NEUTRAL] OK, I see they can send it to email. I can print it.
[AGENT][NEUTRAL] Yes, sir. Um, I'm gonna put you on a quick hold while I get this um card faxed over to the medical office for you, and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mr. [PII], do you know whose attention I need to send that card to?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh, she didn't just told me to send it the fax. I'm gonna call to make sure they got it. She just told me just send it and they'll look at the email. I mean look at the fax.
[AGENT][NEUTRAL] OK, I'm gonna, I'm gonna put it to, I'm gonna put it in your name as the attention so they know it's a card for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, and I've got that fact that.
[CUSTOMER][NEUTRAL] And will they send me one out to my house for me?
[AGENT][NEUTRAL] Yes, I've just ordered that for you for it to be mailed to your home address.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right. Well, you have a good appointment and a good rest of your week and thank you for calling APL.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] OK, thank you very much alright bye.
[AGENT][NEUTRAL] You're welcome, Mr. [PII]. Bye-bye, sir.
[CUSTOMER][NEUTRAL] Bye.