AccountId: 011433970860
ContactId: bfe0c0da-9982-46cf-9f10-17ef1962ebd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135419 ms
Total Talk Time (AGENT): 51420 ms
Total Talk Time (CUSTOMER): 64601 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/bfe0c0da-9982-46cf-9f10-17ef1962ebd4_20250528T19:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, uh, I've been a.
[CUSTOMER][NEUTRAL] Having APL insurance for probably 30 years, is that, I'm not sure. And my card, it was just a paper card and it's getting a little worn. I'm wondering how to get a new one and my husband's was accidentally washed when his wallet was washed in the washing machine.
[AGENT][NEUTRAL] Alright, well yeah, let's let's take a, do you have the policy number?
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] I have a
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] 781027
[CUSTOMER][NEUTRAL] And it has the group number too if you need that.
[AGENT][NEUTRAL] Uh, no, I think that should be good. Uh, let me just verify what your name and date of birth is, please.
[CUSTOMER][NEUTRAL] OK. Tedding, that's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, so for this type of policy, the cancer ones, we actually don't send out cards anymore.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] All you really need is the number, um, but yeah, we just don't send out any cards anymore for these.
[CUSTOMER][NEUTRAL] OK, well, what do we do? Uh, I mean we still show this to.
[CUSTOMER][NEUTRAL] Medical personnel, correct?
[AGENT][NEUTRAL] Yeah, and if it's I guess too worn I mean all they need is the number to verify your eligibility whether or not the policy is active or not.
[CUSTOMER][NEUTRAL] OK, I mean, uh, it's not that one that it can't be read and I'll also take a picture of it.
[CUSTOMER][NEUTRAL] Before I put it back up.
[AGENT][NEUTRAL] OK, yeah, so you can just provide them the number that should be suffice.
[CUSTOMER][NEUTRAL] But OK
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][POSITIVE] Anything else? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][NEUTRAL] Bye bye.