AccountId: 011433970860
ContactId: c06fc072-e700-4f0e-9987-f80823d2c0c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163660 ms
Total Talk Time (AGENT): 62685 ms
Total Talk Time (CUSTOMER): 45414 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/c06fc072-e700-4f0e-9987-f80823d2c0c5_20250317T22:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey hi this is [PII]. Uh, what can I get a top of my insurance card sent to my email.
[CUSTOMER][POSITIVE] I can print it off.
[AGENT][NEUTRAL] OK, um, I can help you with getting your policy to your email. Can I please get your policy number, sir?
[CUSTOMER][NEUTRAL] OK, it is 002277646.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, [PII], can you please verify your uh date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then also, can you verify your address for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and um can you also verify your phone number and email address?
[CUSTOMER][NEUTRAL] My phone number is [PII]. My email is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What I'm gonna need to do is transfer you now on over to um web TPA so they can help you as far as your benefits go, OK? It's gonna be a brief hold.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, no, uh, I just needed that can't call. OK, do I have to wait for them to send it to my email, to pass it to my email?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, you're gonna talk to somebody there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, brief hold and I'm gonna get you transferred on over. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No man.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold. I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, actually I don't need to put you on hold. I gotta put a note in here.
[AGENT][POSITIVE] Policy just real quick and then I'll transfer you on over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] OK, it's gonna be a quick call. Thank you so much for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Welcome to Web TPA, the administrator for the.