AccountId: 011433970860
ContactId: c0a40dba-133d-45ec-b893-87536a935117
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204639 ms
Total Talk Time (AGENT): 75571 ms
Total Talk Time (CUSTOMER): 62848 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/c0a40dba-133d-45ec-b893-87536a935117_20250407T17:44_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, uh, my name is [PII]. I'm calling because I would like to see if you guys could email me a copy of my benefits card, my ID card.
[AGENT][NEUTRAL] Oh, sure, I can email you a copy and [PII], may I have a good contact number in case we're disconnected and your policy, well, do you have your policy number?
[CUSTOMER][NEUTRAL] I do not have my policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well, that's a good contact number and then I can look it up.
[CUSTOMER][NEUTRAL] Uh, uh, my
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][POSITIVE] Oh no, yes, this is a good contact number.
[AGENT][NEUTRAL] OK, and I can look up your
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I'm sorry, I think it's a delay. Um, [PII].
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Thank you. And then um I can look the policy up with your first and last name or your social.
[CUSTOMER][NEUTRAL] Or whichever one you decide, uh, first and last name is [PII]
[CUSTOMER][NEUTRAL] Last name [PII], [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for the policies to come up here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the spelling of your first name you said [PII]
[AGENT][NEUTRAL] Like [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, here we go.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And did you need it for your medical or your dental or both?
[CUSTOMER][NEUTRAL] Both please.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] All right, and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, mailing mailing address is [PII]. And what was the last name?
[AGENT][NEUTRAL] Email.
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][NEUTRAL] All right, and that's the email that you want me to send both of the cards to, right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, well, hold on one moment let me just make sure they're available. I don't want to make a promise I can't keep. Hold on one second.
[AGENT][NEUTRAL] OK, so I have both of the cards here, so I'll go ahead and email it to you now. Um, and was there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that's it thank you very much.
[AGENT][POSITIVE] You're very welcome. Well thank you so much for calling APL. You should be receiving it.
[CUSTOMER][POSITIVE] This was you made this a very easy process.
[AGENT][POSITIVE] Well, I'm glad I could assist you. Um, you should be receiving the email in just a few minutes. I'm getting everything together for you now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][NEUTRAL] Bye bye.