AccountId: 011433970860
ContactId: afb392b8-7fcf-40ee-9e84-229d99ff0e0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408720 ms
Total Talk Time (AGENT): 106984 ms
Total Talk Time (CUSTOMER): 105404 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/afb392b8-7fcf-40ee-9e84-229d99ff0e0f_20241230T21:31_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] How you doing, [PII]? [PII], I'm just trying to get a few of my insurance straight and I've been paying on it. I'm trying to use it. Uh, my name is [PII]. Everybody give me the run around.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I know it's the holidays and everything.
[AGENT][NEUTRAL] OK, uh, could I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] No, no, please no.
[AGENT][NEUTRAL] OK. And do you have your policy number with us?
[CUSTOMER][NEUTRAL] No I don't have it because I never got it in the mail. That's what I'm trying to figure out so I can use it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, uh, could I get your social to see if I can pull your policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 41
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] We
[AGENT][NEUTRAL] OK, and if you could verify your, uh, date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying your policy. I do have you pulled up. Um, and what type of problems are you having regarding the policy?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh I didn't, I didn't, I'm just trying to get the, the ID number so how to use it or you know a copy of it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] In my email but I haven't got it, you know, I told the holiday. I talked to them a while back. They said it might get lost in the mail, which I don't understand how that goes, but
[CUSTOMER][NEGATIVE] I never got it.
[AGENT][NEUTRAL] OK. Uh, could you verify your mailing address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Highway 221.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And if you can verify your mailing I'm sorry, your email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 4321.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. OK. Do you mind holding one moment for me? I can get that pulled up and get that emailed to you. OK, hold one moment.
[CUSTOMER][POSITIVE] Uh, so take your time.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you for holding, Mr. [PII]. Um, I did just email over a copy of your ID card. Uh, please make sure you also uh check your junk folder, but it should come through, uh, your regular email.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And is there anything else I can help you?
[CUSTOMER][NEUTRAL] So my job.
[CUSTOMER][NEUTRAL] Is this a this a medical one?
[AGENT][NEUTRAL] This is your medical card.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Which is the same, um.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is it, is it, it's a medical card which is the what now?
[AGENT][NEUTRAL] Uh, your medical card is also, um, can be used for your dental and other benefits.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, so you OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[AGENT][NEUTRAL] Yes, I show your policy effective since [PII] and it is still active.
[CUSTOMER][NEUTRAL] Oh, no, ma'am, that's all you did.
[CUSTOMER][NEUTRAL] Yeah, I've been looking for it in the mail whenever he got it.
[AGENT][NEUTRAL] Oh, OK. I
[AGENT][POSITIVE] OK, well, I do apologize for that, uh, but you should receive it shortly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So what's the name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], OK, thank you [PII] for the, uh, for not giving me the runaround. 10 people gave me the runaround.
[AGENT][POSITIVE] No, I apologize for that. Well, you have a wonderful day.
[CUSTOMER][NEUTRAL] How you doing? Have a [PII].
[AGENT][POSITIVE] You too. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Uh