AccountId: 011433970860
ContactId: c257a8d1-4322-47ba-b233-18d12a4ef54d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 395160 ms
Total Talk Time (AGENT): 109174 ms
Total Talk Time (CUSTOMER): 80007 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/c257a8d1-4322-47ba-b233-18d12a4ef54d_20250605T14:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII], and I was trying to see if I can get uh my medical card emailed to me.
[AGENT][NEUTRAL] OK, um, I can help you with your ID card, sir. May I please get your callback number, [PII], just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your policy number? Do you know it?
[CUSTOMER][NEUTRAL] Um, one second here, let me see if I got it.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, it would it be the same as my dental?
[CUSTOMER][NEUTRAL] Policy number will all have been under the same number?
[AGENT][NEUTRAL] No, um, each policy has a different number.
[AGENT][NEUTRAL] If you give me your social that'll pull in all of them for me.
[CUSTOMER][NEUTRAL] I don't, well then I don't know that.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[AGENT][NEUTRAL] OK, let me look you up real quick.
[AGENT][NEUTRAL] OK, [PII], which policy did you need the card sent to you for?
[CUSTOMER][NEUTRAL] Uh, the, the medical.
[AGENT][NEUTRAL] OK, let me look that one up.
[AGENT][NEUTRAL] And can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, the address.
[CUSTOMER][NEUTRAL] I'm not sure what address uh that's on there. It may be an older address, uh, [PII]. I just recently changed it.
[AGENT][NEUTRAL] What's the new address that you changed it to?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Yes, that's correct and then the phone number that you gave me to call you back on is that your cell phone number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, that's my cell phone number and my email would be my [PII] name, [PII].
[AGENT][POSITIVE] OK thank you I appreciate you verifying your policy for me and let me look real quick.
[AGENT][NEUTRAL] It's gonna be just a second. I'm gonna get this information.
[AGENT][NEUTRAL] Get this um emailed over to you so I'm gonna put you on a quick hold while I get this card emailed to you, OK? And I'll come back just as soon as I've sent it.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][POSITIVE] All right, thank you, [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you [PII] for holding for me. I've got that ID card on its way to you now in the email that you provided for me earlier.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is there any way we would see, um,
[CUSTOMER][NEUTRAL] The dermatologists are in our network.
[AGENT][NEUTRAL] Uh, you should be able to use this card.
[AGENT][NEUTRAL] Um, at any facility.
[CUSTOMER][NEUTRAL] Anywhere?
[AGENT][NEUTRAL] They can, yes sir, and they can call the same number you called and verify your benefits if they need to do that, we'll do that for them over the telephone.
[CUSTOMER][POSITIVE] OK, and that works.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK, that works for me.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] OK. Thank you so much for your time.
[AGENT][POSITIVE] You too sir thank you for calling APL. I hope you have a good night.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye.