AccountId: 011433970860
ContactId: d72ba415-6981-435f-89ee-617de6704a8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168119 ms
Total Talk Time (AGENT): 59464 ms
Total Talk Time (CUSTOMER): 76612 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/d72ba415-6981-435f-89ee-617de6704a8c_20250218T19:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you [PII]. speaking.
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] Hi, hi there. Hi, um, my name is [PII] and I got health insurance with you guys through my job, and I don't have my insurance card with me.
[CUSTOMER][NEUTRAL] And I need the like the policy, the insurance like the policy numbers.
[AGENT][NEUTRAL] OK, I can verify that for you. And I'm sorry, uh, what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, excuse me, thank you. One moment.
[AGENT][NEUTRAL] OK. And this is for medical?
[CUSTOMER][NEUTRAL] Yeah, because I'm in the hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mail address, and email address for me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my house address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what was that? What was that my email?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You say [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And do you happen to have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, the [PII].
[AGENT][NEUTRAL] OK, and you say you're needing your policy number, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me know when you're ready and give that to you.
[CUSTOMER][NEUTRAL] All right, if you're able to email, can you email it?
[AGENT][NEUTRAL] OK, yes. Uh, I can even email you a copy of your card if you like.
[CUSTOMER][NEUTRAL] Yeah, if you could do that that'd be that'd be great and then and then I can give that to the to the registration because it was hard for me to explain to them someday when I came in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Oh, yes, sir. I'm going to email that out to you in a few moments. Um, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's all I, that's all I need that, that health insurance card.
[AGENT][NEUTRAL] OK. Well, I will send this off to you.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] OK, and thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.