AccountId: 011433970860
ContactId: d60e3d61-f108-4008-87b0-4fc89b01bdd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 562760 ms
Total Talk Time (AGENT): 127740 ms
Total Talk Time (CUSTOMER): 67498 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/d60e3d61-f108-4008-87b0-4fc89b01bdd6_20250203T15:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and um I had got I've been paying insurance with uh.
[CUSTOMER][NEUTRAL] Well, UTBA associate something like that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I have never got an insurance card.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] You haven't received your insured card. All right. Um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right. Let us.
[CUSTOMER][NEUTRAL] And my daughter need and my
[CUSTOMER][NEUTRAL] And my daughter going to the dentist today and I wonder, can y'all like.
[CUSTOMER][NEUTRAL] And the policy number or or you can email me the policy number to me so they can use the policy number.
[AGENT][NEUTRAL] Mhm, yes, I can, um, if I'm able to find uh your policy, I can uh email you a copy of the ID card, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your last name so we can do a a broad search.
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] All right, Mr.
[CUSTOMER][NEUTRAL] First name is [PII].
[AGENT][NEUTRAL] And can you spell that for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and what state is this policy issued?
[CUSTOMER][NEUTRAL] Uh, still be in [PII], should be in [PII].
[CUSTOMER][NEUTRAL] Yes, I miss it.
[AGENT][NEUTRAL] All right, [PII].
[AGENT][NEUTRAL] Mm. All right, Mr. [PII], I'm
[AGENT][NEUTRAL] Not being able to find your policy number through um with your name.
[AGENT][NEUTRAL] Is there any way that we can use your social security so um that way we can search it that way?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, give me just a second so we can.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, you can go ahead.
[CUSTOMER][NEUTRAL] Oh, you need the whole full so.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, I was able to find your policy.
[AGENT][NEUTRAL] And let's see really quick.
[AGENT][NEUTRAL] And just for some verification steps, do you mind um verifying your date of birth and address for me, please?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][POSITIVE] All right. Thank you, Mr. [PII]. All right, I will go ahead and work on this email really quick for you.
[AGENT][NEUTRAL] And I will go ahead also and attach for you um the ID card for your hospital indemnity policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is that the way like he just use the policy number and they'll let her like it'll it'll pop up.
[AGENT][NEUTRAL] Um, yes, the um, the ID card will have the plan, it is, and of the coverage type, um, when it started and the policy number, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, and is the email um [PII] a good email to use?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, I have just sent the email and you can verify if you have received it.
[CUSTOMER][NEUTRAL] I don't know if they were paying yeah.
[CUSTOMER][NEUTRAL] Yes, but
[AGENT][POSITIVE] You got it. All right. Perfect. Is there anything else I can help you with, Mr. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] All right, well, thank you very much for calling APL and I hope you have a nice day.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank