AccountId: 011433970860
ContactId: c55484b0-3652-4514-8293-3266bbd399b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 527909 ms
Total Talk Time (AGENT): 152389 ms
Total Talk Time (CUSTOMER): 156922 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/c55484b0-3652-4514-8293-3266bbd399b1_20250129T17:32_UTC.wav
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[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I have my husband on the other line and he has insurance with you guys, um, and he needs an extra copy of his insurance cards because he's misplaced them. Um, and I was told that, um, in order for that information to be emailed that you needed his authorization.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Because he's the only one on the insurance. [PII], are you still there? Yeah, I'm here. There you go, that's my husband on the other line there.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. All right, sir. What is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], what is your policy number?
[CUSTOMER][NEUTRAL] He doesn't have that with him. I don't have it either.
[AGENT][NEUTRAL] OK, OK, that's fine um what's a good call back number just in case our call gets disconnected?
[CUSTOMER][POSITIVE] [PII] thank you bye.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you sir. um can I get your social security number that'll pull the policy in for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull you up that way real quick and then we'll just have to verify a little information and then we can let you go.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], are you, um.
[AGENT][NEUTRAL] You, you're needing for your dental policy?
[AGENT][NEUTRAL] Uh, can you tell me which policy you would like extra cards for?
[CUSTOMER][NEUTRAL] I have the dental policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have that card.
[AGENT][NEUTRAL] All right, let's go ahead and verify your date of birth, sir.
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have an email address, sir?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you I appreciate you verifying your policy and I see that the phone number that's on policy is that your cell phone number sir?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and the and the number you just verified with me, correct? It's we get disconnected?
[CUSTOMER][NEUTRAL] Yes, that's my cell phone number, yes.
[AGENT][NEUTRAL] OK, OK, [PII], um, is it OK for me to speak with your wife about your policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is her name?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the information for me and giving us consent to talk to her about your policy, [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you, sir. You take care.
[CUSTOMER][POSITIVE] Oh, you do the same, you got it, [PII]? I got it. I'm here thank you. Alright.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] I'm hanging up. Thanks, bud.
[AGENT][NEUTRAL] All right, Ms. [PII].
[AGENT][NEUTRAL] So you guys are needing copies, uh huh uh.
[CUSTOMER][NEUTRAL] All I needed was an email with the, with the medical information, um, because he had an appointment and of course we didn't have the card to give them, so they're trying to charge us the full price of everything. So we just need to be able to.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh no, oh no.
[CUSTOMER][NEUTRAL] Get that information filed.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, I understand. OK, so he gave me [PII]. Let me see if I can find.
[CUSTOMER][NEGATIVE] It's 5, my phone just broke up. My phone just broke up. It's [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 55 Jack.
[CUSTOMER][NEUTRAL] As far as the his email?
[CUSTOMER][NEGATIVE] I don't know if you said 50 I it sounded like you said 50 because my phone got broken up.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I just wanna make sure you had the 55 jack.
[AGENT][NEUTRAL] Yes, 55 Jack 6862.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] [PII]. OK, I'm gonna put you on a brief hold while I pull that card up um so that I can send an email to you guys with a with a copy of the card, OK? It's gonna be just a sec.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] Perfect. OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII]. It's searching and downloading. It's just taking a moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I just wanna let you know I hadn't forgot about you.
[CUSTOMER][POSITIVE] No worries, no worries.
[CUSTOMER][POSITIVE] Oh, no problem, no problem. Take your time. Just, um, if, if that's all you need from me, then I can go ahead and let you be free.
[AGENT][POSITIVE] OK. Yeah, it's, it's taking its sweet little time today.
[CUSTOMER][POSITIVE] Cause truly, that's all I needed. So, thank you so much, really, I appreciate your help.
[AGENT][NEUTRAL] Oh, OK. All right. Well, yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome. You're very welcome, Ms. [PII], and
[CUSTOMER][POSITIVE] Have a wonderful day.
[AGENT][POSITIVE] Thank you, you too, and you guys thank you for calling APM.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.