AccountId: 011433970860
ContactId: e873918f-d8b8-474e-ad15-f0ffa13a454a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247639 ms
Total Talk Time (AGENT): 83486 ms
Total Talk Time (CUSTOMER): 76856 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/e873918f-d8b8-474e-ad15-f0ffa13a454a_20250603T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi [PII]. My name is [PII]. Uh, I work, uh, at with Surge, uh, temp agency. Um, I was calling because the other day, um,
[CUSTOMER][NEUTRAL] I was told that my insurance basically kicks in, kicked in on Monday, um, and I was calling to see if I could get like my group number and all of that.
[CUSTOMER][NEUTRAL] Um, so that I can get a prescription, but yesterday there was some issue like pulling it up, so I was just calling to try that again.
[AGENT][NEUTRAL] OK. Do you have your social?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, let me get this policy pulled up real quick. One moment.
[AGENT][NEUTRAL] And can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And then what about your address and your email address?
[CUSTOMER][NEUTRAL] Um, [PII] and [PII].
[AGENT][NEUTRAL] OK, is it, is it [PII] or just [PII]?
[CUSTOMER][NEUTRAL] I'm sorry, it's [PII]
[AGENT][POSITIVE] OK, OK, perfect.
[AGENT][NEUTRAL] Just wanna make sure we had it right. OK, let's see.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] I don't have a copy of your card loaded yet. I can provide you with
[AGENT][NEUTRAL] Um, your group number.
[AGENT][NEUTRAL] I've got your policy, it looks like it's effective yesterday. So, it usually takes us about 48 hours to get the card loaded, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your group number is 70084.
[AGENT][NEUTRAL] And then I can give you your policy number as well, if that helps.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] Um, policy number is 02637557.
[AGENT][NEUTRAL] And then, like I said, it should, since it typically takes about 48 hours, this should be loaded by end of day tomorrow and we'll have an actual card we can email you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, just so I have that policy number, I, I think I may have mistyped it. Was it 02637557?
[AGENT][POSITIVE] That's right, yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, um, but it can be emailed to me tomorrow.
[AGENT][NEUTRAL] Yes, um, it should be populated by end of day tomorrow and we can email that over to you.
[CUSTOMER][NEUTRAL] OK, do I need to call back tomorrow or will that just kind of happen?
[AGENT][POSITIVE] Um, yes, if you can give us a call back, um, and then we can get that done.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yes, ma'am. OK, thank you so much.
[AGENT][NEUTRAL] OK. Anything else I can help with, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that's all I needed.
[AGENT][POSITIVE] OK, well, thank you for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.