AccountId: 011433970860
ContactId: e52af160-040f-47f5-a88c-177ad0b20ed3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328269 ms
Total Talk Time (AGENT): 123550 ms
Total Talk Time (CUSTOMER): 113699 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/e52af160-040f-47f5-a88c-177ad0b20ed3_20250325T15:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is, uh, [PII] and my birthday is [PII].
[AGENT][NEUTRAL] OK, and how may I assist you today?
[CUSTOMER][NEUTRAL] Well, I need um my medical card, my ID card, if you can email me that, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with your ID card, and Mr. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And I can look your policy up with your um social if you like.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] My social is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's your social or your phone number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] I am so sorry.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] My social is, my social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I started typing out I was like, wait a minute, his social sounds like his phone number.
[CUSTOMER][NEUTRAL] I am terribly, I'm just, I got a lot on my mind. I apologize.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Now, let me see, and this is for your, um, you need the ID cards for your dental policy, right?
[CUSTOMER][NEUTRAL] Uh, medical, actually.
[CUSTOMER][NEUTRAL] Actually, can you do all three if, if you got it?
[AGENT][NEUTRAL] Medical, oh, OK, I see it here. OK, yeah, so you need your me well, the life policy won't have a, a car, but the medical and dental I can send to you.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK, hold on one moment let me get in here.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Alright, so I'm in your policy. I just need you to verify your date of birth, your mailing, and email address on file.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] My mailing address, I had changed. I, I don't know what I have on file, but my telephone number is [PII]. My birthday is [PII].
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And email.
[CUSTOMER][NEUTRAL] 00, my email is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. Now for the address, we have a [PII].
[CUSTOMER][NEUTRAL] Yes, in [PII].
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can you verify that address?
[CUSTOMER][NEUTRAL] Sure, just give me a moment here.
[AGENT][POSITIVE] OK, take your time.
[CUSTOMER][NEUTRAL] Yes, uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I will go ahead and send you over, you want me to send it to this [PII] [PII], email the um both of the ID cards?
[CUSTOMER][POSITIVE] Yes, please, because, yes, I do need that, yes.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, well, I'm sending it over to you now. Um, the dental and the, I was gonna say vision, I'm sorry, the dental and the medical ID card that will be both on attached to that one email I'm sending.
[CUSTOMER][NEUTRAL] OK, sounds good. Um, also, another thing while I have you on the phone is I don't know if you can answer this, but
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you have uh.
[CUSTOMER][NEUTRAL] Like a, uh, uh.
[CUSTOMER][NEUTRAL] A a list of doctors or something.
[CUSTOMER][NEUTRAL] Like, or do I have to do my research for those for those doctors?
[AGENT][NEUTRAL] Let me see for your medical, hold on one moment.
[AGENT][NEUTRAL] Yeah, for your medical card, it's a hospital indemnity card. So there's no um it's not like a Cigna or Blue Cross Blue Shield, there's no network. So you can take your card anywhere um if they need to verify coverage or your benefits, they would just call the number on the back of the card and then we'll be more than happy to assist them.
[CUSTOMER][POSITIVE] OK, sounds good thank you very much, ma'am, for your help.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No thank you. I think you've kinda answered everything.
[AGENT][POSITIVE] Alright, well, I'm glad I could assist you and thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.