AccountId: 011433970860
ContactId: d3f9666d-d645-4bdb-a3ee-967b14fbb426
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326380 ms
Total Talk Time (AGENT): 147790 ms
Total Talk Time (CUSTOMER): 111472 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/d3f9666d-d645-4bdb-a3ee-967b14fbb426_20250403T17:24_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? My name is [PII]. I am calling cause I need a copy of my ID card.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, well I can definitely help you get a um copy of your ID card. Did you need it mailed to you or you need like the digital copy sent to you or both?
[CUSTOMER][NEUTRAL] Uh, both, if, if possible. Um, how long does it take for the one to be sent by mail, um, to arrive?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, I mean, so for, for mail, we usually say at least a week, but it's the postal service, so.
[CUSTOMER][NEUTRAL] Yeah, OK, that's fine.
[AGENT][NEUTRAL] It's coming from [PII], so, um, and then the digital.
[CUSTOMER][NEUTRAL] Yeah, yeah, no, I'm just saying both in case you never know, like if there's, you know, I I mean I'm fine right now but you never know if I was to need it as soon as possible, at least I have a digital one.
[AGENT][NEUTRAL] Yes, the digital one I can send you today.
[CUSTOMER][NEUTRAL] OK, great. And then the other one if you can send by mail, yeah, mhm.
[AGENT][POSITIVE] All righty. May I have
[AGENT][NEUTRAL] Yes, may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] 7862376809.
[CUSTOMER][NEUTRAL] Um, I don't have the, the, the policy with me. I'm not sure. Let's see, give me a second.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can also search with your social if you like.
[CUSTOMER][NEUTRAL] I don't think I have it.
[CUSTOMER][NEUTRAL] Yeah, uh, the social is [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I like
[AGENT][NEUTRAL] And is this for your, oh, I see here your medical policy?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And I believe I just located it. I'm just waiting for it to come up. Hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, and so I just need you to verify your mailing address and your email address since we'll be sending both.
[CUSTOMER][NEUTRAL] Yes, uh [PII].
[CUSTOMER][NEUTRAL] The email is [PII].
[AGENT][NEUTRAL] OK, for the, can you spell it out for me? If you don't have an email on file, I'm gonna add that and then it looks like we need to update the mailing address too.
[CUSTOMER][NEUTRAL] Oh, OK. Maybe that's why I never got it.
[CUSTOMER][NEUTRAL] All right. The address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the number is [PII].
[CUSTOMER][NEUTRAL] And that's uh
[AGENT][NEUTRAL] The numbers are
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I just want to make sure I have it typed here correctly. So [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] Alright, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then what was the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] So let me save that and then we can do the email 3310. OK, and then the email I have [PII]?
[CUSTOMER][NEUTRAL] Mhm. Yes.
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] Mhm, and the rest [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII]?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, so I'll go ahead and I've already sent the request for the physical copy to be mailed to the address that we just updated, [PII], and then also emailing to the email address we just updated the digital copies of the card as well. Um, before we get off the line though, let me just make sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Everything is here.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. So yeah, I just want to make sure everything was available. I didn't want to make a promise I couldn't keep. So I'm gonna go ahead and email and send everything out to you now, OK?
[CUSTOMER][POSITIVE] Wonderful. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.