AccountId: 011433970860
ContactId: e357cbb9-264c-4b91-9759-1fa577dcf359
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 419899 ms
Total Talk Time (AGENT): 177498 ms
Total Talk Time (CUSTOMER): 150685 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/e357cbb9-264c-4b91-9759-1fa577dcf359_20250205T21:58_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is So. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I have insurance with you guys. This is American Public Life, right?
[AGENT][NEUTRAL] Correct, yes. Mhm. Do you have um the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Do you have a policy number with you?
[CUSTOMER][NEGATIVE] I don't. I haven't received anything in the mail.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Oh, let's see what's going on. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yeah, my name is [PII].
[CUSTOMER][NEUTRAL] And my call back number is [PII].
[CUSTOMER][NEUTRAL] [PII] excuse me, [PII].
[AGENT][NEUTRAL] OK, thank you. And how do you spell your last name, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] No, no, [PII]
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] One moment, let me see if I can find your policy.
[AGENT][NEUTRAL] And may I have your address?
[CUSTOMER][NEUTRAL] Yes, my address is [PII].
[CUSTOMER][NEUTRAL] Avenue
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] OK, and I need to verify your um date of birth and email address on file.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] And my email address is [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII].
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] Yeah, I needed to get a flu shot, and I don't know how to do that without my me without the insurance card.
[AGENT][NEUTRAL] OK. I can go ahead and request the card to be sent out again, um.
[AGENT][NEUTRAL] And the address is the same one, so it is correct.
[AGENT][NEUTRAL] Let me see something really quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No, not, not [PII].
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's um [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I see.
[AGENT][NEUTRAL] OK, so I'm gonna go ahead and request for a card to be mailed out to you, but if you need a card right away, you can get a copy if you go to our website and register. You can go to [PII] and register and get a temporary card that you can save to your phone if you need one right away.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Uh, uh, now, can you tell me that again?
[AGENT][NEUTRAL] Sure, yes, um, you go to [PII].
[CUSTOMER][NEUTRAL] Hold on, hold on, hold on. AM.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], can you spell that for me?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hold on, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hold on. [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Let me repeat it again. It's [PII].
[CUSTOMER][NEUTRAL] [PII], OK, hold on.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Oh, OK. What's
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] C
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] hold on [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Public
[AGENT][NEUTRAL] Dot com.
[CUSTOMER][NEUTRAL] Of dot.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I can go there and register and get a temporary card for my phone.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then you guys are gonna send me the hard copy.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK. All right. Can we make sure that we have my address right now?
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Let me go back again.
[AGENT][NEUTRAL] And I'm just gonna spell it all out. It's [PII] and that's [PII] [PII] [PII] [PII].
[AGENT][NEUTRAL] The city is [PII] state ID zip code [PII].
[CUSTOMER][POSITIVE] Yes ma'am, that's right.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right. So it is going to that address and it should be there within 5 to 7 business days. Go regular mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I'm gonna help you with today? Do you need the policy number right now?
[CUSTOMER][NEUTRAL] No, that's, uh, yeah, give me the policy number too.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] Uh, policy number, OK, I'm ready.
[AGENT][NEUTRAL] OK. 02.
[CUSTOMER][NEUTRAL] 02.
[AGENT][NEUTRAL] 56
[CUSTOMER][NEUTRAL] 56.
[AGENT][NEUTRAL] 68
[CUSTOMER][NEUTRAL] 68.
[AGENT][NEUTRAL] 92.
[CUSTOMER][NEUTRAL] 92.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. That'll work. Thank you.
[AGENT][NEUTRAL] OK. You're welcome. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome bye bye.