AccountId: 011433970860
ContactId: dae5b410-3f58-4f7f-b1bd-5cee52913bfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247410 ms
Total Talk Time (AGENT): 106908 ms
Total Talk Time (CUSTOMER): 98542 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/2025/01/08/dae5b410-3f58-4f7f-b1bd-5cee52913bfe_20250108T23:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi [PII], um, I was calling to see if my policy was still open.
[AGENT][POSITIVE] OK, I'm happy to check on the uh policy for you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Let me see,
[CUSTOMER][NEGATIVE] Because I, I didn't get it. I didn't get insurance for myself.
[CUSTOMER][NEUTRAL] She's also supposed to put it on automatically.
[CUSTOMER][NEUTRAL] Um, let me see, let's see number 02.
[CUSTOMER][NEUTRAL] 57
[CUSTOMER][NEUTRAL] 1742.
[AGENT][NEUTRAL] OK, let me take a look here. Give me one moment, please.
[AGENT][NEUTRAL] What is your first name, last name, and date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII], I don't know if they have both of my last names either. [PII] or [PII], and my birthday is [PII].
[AGENT][NEUTRAL] Alright thank you and [PII] and then if you could just confirm with me what the current address is.
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] To be honest with you, I do not remember my mom's address. Um, hold on, give me one second. I know it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] or something like that. I can't, I can't remember my address right now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and is the.
[CUSTOMER][NEUTRAL] Hold on, hold on, you know what?
[CUSTOMER][NEUTRAL] I think I got it right here hold on.
[CUSTOMER][NEUTRAL] No, I don't got it. Never mind. I don't have it. I'm sorry.
[CUSTOMER][NEUTRAL] I know it's [PII].
[AGENT][NEUTRAL] And is the
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, thank you [PII] and is the [PII] still a good email for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I am showing that your policy is still active. It has an effective date of [PII]. So it is available for use.
[CUSTOMER][NEUTRAL] OK, uh, I have another question. So I don't have no cards or anything and, and my daughter, my daughter's mom's trying to make appointments for her, but they won't give her really anything without me. Do I have to call and make the appointments?
[CUSTOMER][NEUTRAL] Because I don't
[AGENT][NEUTRAL] No, and if you, if you want I can just email you a card and then you could forward that on if you want.
[CUSTOMER][NEUTRAL] OK, so and then that card she would be able to do everything with it, right? Correct?
[AGENT][NEUTRAL] Yeah, absolutely. So it would have the uh policy number on it. It'll also have um
[AGENT][NEUTRAL] Website where she can go and like locate providers if needed um all that information so yeah it should have everything she needs to use it.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, yeah, because they gave her a piece of paper and they had like the health insurance company and then the dental insurance company.
[CUSTOMER][NEUTRAL] So that that card it will, it will give her so I'll send her the link and she'll be able to do everything herself, correct?
[AGENT][NEUTRAL] Yeah, so it'll be the actual insurance card and it'll show coverage for for you and child. It'll show the policy number, the effective date, the medical ID, and then there's a number and a website on the card if she needs to locate a provider. It also has information on it about pharmacy and all that as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so she doesn't need me correct? as long as she has that card.
[AGENT][NEUTRAL] Yep, that's all she needs.
[CUSTOMER][NEUTRAL] OK, OK, that's fine. OK, if you can please, I could get the email.
[AGENT][NEUTRAL] Yeah, so I'll send it to your email on file if that's OK, and um that should be there in about 5 minutes. [PII], did you need anything else today?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] No, no, that's it.
[AGENT][POSITIVE] OK, that is on its way to you. Thank you for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] OK you too OK bye bye.
[AGENT][NEUTRAL] Bye bye.