AccountId: 011433970860
ContactId: e9051334-c509-4e24-b7a3-034b61fbc86b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216350 ms
Total Talk Time (AGENT): 87641 ms
Total Talk Time (CUSTOMER): 49280 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/e9051334-c509-4e24-b7a3-034b61fbc86b_20250204T20:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, this is [PII] and I'm at the doctor's office now and they was telling me that my insurance card has the wrong number on there.
[CUSTOMER][NEUTRAL] Policy number
[AGENT][NEUTRAL] OK, so you need the policy number, is that what you're needing, Mr. [PII]?
[CUSTOMER][NEUTRAL] I assume, but you have to email it to me the number that's on my card.
[CUSTOMER][NEUTRAL] It says 0566774.
[CUSTOMER][NEUTRAL] They say that's not
[CUSTOMER][NEUTRAL] Right, it should be 02566872.
[AGENT][NEUTRAL] OK, let me pull that up here.
[AGENT][NEUTRAL] OK. I do see that, Mr. [PII]. If you could just verify with me, please, your uh date of birth and address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, my address is [PII].
[AGENT][POSITIVE] Thank you so much and then it looks like the email we have on file is [PII]. Is that a good email for you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I am sending you a card right now. Give me just a second here.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Why was it the wrong policy number on here?
[AGENT][NEUTRAL] I'm not sure. I would have to look at um
[AGENT][NEUTRAL] Not sure what that number is. Let me take a look, just a second.
[AGENT][NEUTRAL] OK, I just got that email to you so it should be popping through here hopefully any moment. Let me see if I can see where that number is coming from. Let me see.
[AGENT][NEUTRAL] Oh, it looks like your dental policy, Travis is actually the 256-677-4. So I don't know if that was, that's for your dental policy.
[CUSTOMER][NEUTRAL] Oh, OK, yeah, I see it down at the bottom and say group volunteer down. Oh, OK.
[AGENT][POSITIVE] Yeah, so that's just your dental. I'm sorry for the, the confusion there. I just, like I said, I just sent you the medical one, so you shouldn't have any issues.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yeah, you're welcome. I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.