AccountId: 011433970860
ContactId: b9cc81e7-005e-4e2d-8314-743cb5e448be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349559 ms
Total Talk Time (AGENT): 120138 ms
Total Talk Time (CUSTOMER): 98399 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/b9cc81e7-005e-4e2d-8314-743cb5e448be_20250401T18:10_UTC.wav
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[CUSTOMER][POSITIVE] Good.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling [PII]. I'm calling because I, I'm aware that I have a, um, gap insurance through my job with you guys, but I never received the ID card or anything. Can you help me with this information at least with the member ID number and if you can send me a copy of the card via email.
[AGENT][NEUTRAL] OK, yes, I can definitely look into um the cards for you and the um policy number. I'm sorry you haven't received the documents. Um I can look into why. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I can look policies up with either your first and last name or your social?
[CUSTOMER][NEUTRAL] My first name is [PII] Last name is [PII]
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] No. [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and is it alright if I place you on just a brief hold while I try to locate a policy for you?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hello, [PII].
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I was able to find a policy for you. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] [PII] mailing address [PII]. Email address my name and my last name [PII].
[AGENT][NEUTRAL] All right, thank you so much for verifying your information and all the information provided is a verification of benefits, not a guarantee of payment. And um hold on one moment, let me just make sure your card's available.
[AGENT][NEUTRAL] Alright, so I've placed a request for the ID cards to be mailed to your home, um, and then also, did you, you said you wanted them emailed to you as well though, right?
[CUSTOMER][POSITIVE] Please, because I have an appointment today as they need it.
[AGENT][NEUTRAL] Alright, and then it's, yeah, this is just your gap insurance. OK, I was making sure you didn't have any others. OK, so I'm gonna go ahead and email you the ID cards and the policy certificate, which is the breakdown of all the coverage. If the provider that you're going to today, um, I will give them your ID card that I'm sending you and then have them give us a call to verify benefits and let them know how to file claims and things.
[CUSTOMER][POSITIVE] Perfect. OK.
[AGENT][NEUTRAL] Alrighty. Did you want to
[CUSTOMER][NEUTRAL] In the meantime, will I receive the email?
[CUSTOMER][NEUTRAL] I'm sorry, when I receive the email, can you provide me the policy number?
[AGENT][NEUTRAL] Yes, I was gonna say, did you
[AGENT][NEUTRAL] Yes, it's 257.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEGATIVE] You can disregard that. I, I didn't type the right thing. So it's 0246.
[AGENT][NEUTRAL] 0297.
[CUSTOMER][NEUTRAL] 02460297
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] And it's been effective since [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][POSITIVE] Perfect. All right, thank you so much for your help. I really appreciate that. I'm gonna be waiting for the email.
[AGENT][NEUTRAL] All right. Well, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] That would be all. Thank you so much for your help.
[AGENT][POSITIVE] All right. You're welcome and thanks for calling APL. I hope you have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too. Bye-bye.