AccountId: 011433970860
ContactId: c266ef6b-dfbe-4d50-ab66-774654320e90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 463799 ms
Total Talk Time (AGENT): 100861 ms
Total Talk Time (CUSTOMER): 76321 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/c266ef6b-dfbe-4d50-ab66-774654320e90_20250310T12:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you? I think I lost my card. I'm trying to get like um like uh like a card by mail or something. See if you can help me out with that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, I can definitely help you. I'm sorry to hear you lost your card, but I can get you a new copy. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and a good contact number and then do you have your policy number?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what's a good phone number for you?
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The one that I had before because I recently changed my number.
[AGENT][NEUTRAL] Oh, OK. Well, it doesn't matter. I'm just whichever one you give me just in case we get disconnected so I can call you back.
[CUSTOMER][NEUTRAL] OK, OK, I'll tell you right now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, thank you so I, I was on mute and didn't realize it, so I apologize for that. Um, I have your policy here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so [PII].
[AGENT][NEUTRAL] And the mailing address and the email address.
[CUSTOMER][NEUTRAL] What else do you need?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Um, my email is gonna, is gonna be AO.
[AGENT][NEUTRAL] And the email. Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And would you like for me to email you a copy of the ID card and mail it to your home, or you just want it mailed?
[CUSTOMER][NEUTRAL] The ID card and mail it Yes, both, please.
[AGENT][NEUTRAL] Well, OK. Hold on one moment. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And Mr. [PII], do you mind if I place you on just a brief hold?
[CUSTOMER][POSITIVE] Not a problem. Go ahead.
[AGENT][NEUTRAL] Alright, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, thank you so much for holding. I apologize for that wait. So I just sent you over an email with the copy of your ID, um, your ID card attached to it. So you should be receiving that. You might have to look into your spam folder, but it's coming from the care team. So I just sent that to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you're gonna send me a hard copy through mail, right? You're gonna send me a hard copy through mail, right?
[AGENT][NEUTRAL] And then I'm also having it mailed to your home.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm. And I've sent the request to have the um physical copy mailed to your home address on file.
[CUSTOMER][NEUTRAL] All right. Uh, can you send it to my phone or you won't be able to?
[CUSTOMER][NEUTRAL] That's a text message.
[AGENT][NEUTRAL] The email may go to your phone, oh, as a text message, no, it's just an email.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] All right thank you appreciate it.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] You got it, appreciate it.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great week.
[CUSTOMER][NEUTRAL] All right, you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.