AccountId: 011433970860
ContactId: b9c3a69a-aba7-4305-adc2-fa5c8fec6f7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324980 ms
Total Talk Time (AGENT): 84913 ms
Total Talk Time (CUSTOMER): 70600 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/b9c3a69a-aba7-4305-adc2-fa5c8fec6f7f_20250123T20:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, my name is [PII]. I'm calling uh from Hquare trying to get uh.
[CUSTOMER][NEUTRAL] I'm trying to get uh how do you call that again uh an ID card for my vision and dental.
[AGENT][NEUTRAL] OK, do you have a policy number?
[CUSTOMER][NEUTRAL] Nope.
[AGENT][NEUTRAL] OK, we can look at the policy either by name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] I can't, I can't give you my social, yeah.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much. Give me just a moment here, let me take a look.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right, sorry for the hold here. It looks like my system timed out. I need to pull this back up. I appreciate your patience.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][POSITIVE] No problem, thank you too.
[AGENT][POSITIVE] Good.
[AGENT][NEGATIVE] Sorry, this is taking so long to search here.
[CUSTOMER][POSITIVE] Yeah, not a problem.
[AGENT][NEUTRAL] All right. What is your first and last name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and then I'll just need to verify please date of birth and then the address we should have on file.
[CUSTOMER][NEUTRAL] OK, [PII]. The address is uh [PII].
[AGENT][NEUTRAL] Right, and then the email on file is [PII]. Is that still a good email?
[CUSTOMER][POSITIVE] Cool
[CUSTOMER][POSITIVE] Yeah, yes, that does, yes.
[AGENT][NEUTRAL] OK. So I can send you the ID card for this policy. Now, I do show that with us, you have the secondary insurance, but I'm not showing any other coverage with us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, you know, uh, the dental and the vision, so you, you only see the gap you're in?
[AGENT][NEUTRAL] Yeah, I only see the supplemental insurance.
[CUSTOMER][NEUTRAL] Uh, so, [PII], so that's not you?
[AGENT][NEUTRAL] I'm sorry, what is that again, [PII]?
[CUSTOMER][NEUTRAL] Uh, I think, uh, it's [PII], that's in, uh, the new company they have for.
[CUSTOMER][NEUTRAL] For vision
[AGENT][NEGATIVE] Oh, you would have to go to your like um your HR person and ask them who they're using for that because yeah, you don't have anything like that with us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright, no problem.
[AGENT][NEUTRAL] If they're using yeah a new company you would need to reach out to them.
[CUSTOMER][POSITIVE] Alright, no problem, thank you.
[AGENT][POSITIVE] Yeah, you're welcome. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] Bye bye