AccountId: 011433970860
ContactId: cc5d7d5e-e0a9-4339-b7ad-3ddf51b22bec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157330 ms
Total Talk Time (AGENT): 75442 ms
Total Talk Time (CUSTOMER): 54271 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/cc5d7d5e-e0a9-4339-b7ad-3ddf51b22bec_20250602T19:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. My insurance, uh, just like kicked in today, and I didn't know if I, I need, I need to get a prescription, so I kind of need that information, but they're not able to email me a card. I didn't know if you were able to access like the information for that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, yeah, you're just needing uh your policy number and things like that?
[CUSTOMER][NEUTRAL] So that I could write it down like there's number and all that.
[CUSTOMER][NEUTRAL] Yeah. Yes.
[AGENT][NEUTRAL] OK, yeah, I can get that for you. um, what was your name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, what was your last name, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then, uh, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, absolutely. It's [PII].
[AGENT][NEUTRAL] OK, thank you. Let me try searching uh just using your name give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well I did not find you in our system with your name um let's see we can try searching using your social.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you need the whole thing?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, oh, well, let me ask you first, are you the uh primary?
[AGENT][NEUTRAL] On this policy or the policy holder? OK, yeah. Yes, I would need that full social.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] All right well [PII], I am not seeing you in our system um I would get with your employer as soon as you're able to, uh, and notify them that you tried contacting us and we were unable to locate you and they might need to give us a call or get with us.
[CUSTOMER][NEUTRAL] OK, uh, do I need to contact my employer or benefits with the card?
[AGENT][POSITIVE] Oh, you have big, um, let's do benefits and a card. I can give you their phone number and then I can also um transfer you to them if you'd like.
[CUSTOMER][POSITIVE] Um, if you don't mind transferring me, that would be great. I've got their phone number.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] OK perfect yeah I'll definitely just put you on a brief hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks so much. You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEGATIVE] You are on hold.