AccountId: 011433970860
ContactId: c7b0288c-6d00-46d6-bbd0-c53fce562d83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272890 ms
Total Talk Time (AGENT): 75130 ms
Total Talk Time (CUSTOMER): 70466 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/c7b0288c-6d00-46d6-bbd0-c53fce562d83_20250110T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, well, my name is [PII].
[CUSTOMER][NEUTRAL] Um, I have a, um, I have, I have you guys' insurance and I misplaced my insurance card. Is there some type of way I can get, um, one of you guys to email or or or give me some proof of insurance? I had to go to the doctor this morning.
[AGENT][NEUTRAL] OK, I can email one. what's the policy number for you, [PII]? Oh, you don't have it because you don't have your card.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yes ma'am, I can give you my name and uh my ma'am.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you spell your name [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what type of policy do you have?
[CUSTOMER][NEUTRAL] I directly don't know, um, I, I haven't really uh never I, I really never, I think I used it last year sometime, but I remember, but I accidentally, um, I don't know what I did with my insurance card.
[AGENT][NEUTRAL] OK. Are you, is it like a doctor, uh, uh, PCP visit, a primary care visit?
[CUSTOMER][NEUTRAL] Uh, I, I guess it is, yes, ma'am.
[CUSTOMER][NEUTRAL] Is there any way you can pull up my social security number?
[AGENT][NEUTRAL] I have your policy. I'm just, you have a, you have a hospital indemnity policy, which is your medical policy, and then you also have a dental policy, a critical illness policy. So I was trying to determine which card do I need to send, but it sounds like it's a medical office visit.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So I can email you that card, verify your date of birth and your mailing address and email for me.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, my date of birth [PII]. Address is [PII], and my email is my name [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that for me. So I have your card pulled up here and I can email it to that address that you just verified.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Cause uh you going these places now, you don't have that card, but they really serious by now.
[AGENT][NEUTRAL] Yeah, because I just need to make sure you have coverage.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And that gives them an opportunity to call us to verify your benefit information as well.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Alright, I just emailed it over to you. I'm gonna stay on the line to make sure you receive it.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, Ms. [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Uh, yes, that's correct. Are you able to open it?
[AGENT][NEUTRAL] And open up the the PDF document attached.
[CUSTOMER][POSITIVE] OK, that's what I need thank you ma'am.
[AGENT][POSITIVE] All [PII]. Anything else, [PII], I can help out with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right, thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too take care.
[AGENT][NEUTRAL] Uh, bye bye.
[CUSTOMER][NEUTRAL] Mhm