AccountId: 011433970860
ContactId: edf016a9-878d-4651-ab81-bb8fe37bd252
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199460 ms
Total Talk Time (AGENT): 50297 ms
Total Talk Time (CUSTOMER): 82439 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/edf016a9-878d-4651-ab81-bb8fe37bd252_20250612T18:17_UTC.wav
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[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yeah, uh, my name's [PII] and I got uh insurance with y'all.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] But I hadn't received my uh insurance card so I had called the number that my job gave me for the call. She's supposed to be sending me an email of my uh insurance card to my phone, but it never made it to me.
[CUSTOMER][NEUTRAL] So I called her back, but another lady on the phone, she gave me this number.
[AGENT][NEUTRAL] All right. I'm sorry about that, Mr. [PII]. Can I, um, do you by chance have a policy number or no?
[CUSTOMER][NEUTRAL] Huh, no, I just need a, I just need the deposit number cause I'm going to the doctor tomorrow.
[AGENT][NEUTRAL] OK, what state do you reside?
[CUSTOMER][NEUTRAL] I need something to show them other number.
[AGENT][NEUTRAL] OK. What, what state do you reside in, sir?
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] What is your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what would be the physical address and email address that we should have on file?
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Can you
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hello. OK, my physical address, my physical address is gonna be [PII].
[AGENT][NEUTRAL] I'm here.
[AGENT][NEUTRAL] And then email
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And she said, uh, they had my name spelled wrong on my card. They had [PII], my name is [PII]
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I just emailed you the card. Do you have something you can write down the policy number with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 02.
[AGENT][NEUTRAL] 56.
[CUSTOMER][NEUTRAL] 56.
[AGENT][NEUTRAL] 62.
[CUSTOMER][NEUTRAL] 62.
[AGENT][NEUTRAL] 11.
[CUSTOMER][POSITIVE] One wow.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm gonna read it back out to you. 02.
[CUSTOMER][NEUTRAL] 56
[CUSTOMER][NEUTRAL] 6211.
[AGENT][POSITIVE] Mhm, that is correct.
[CUSTOMER][POSITIVE] Oh, OK, I so appreciate it.
[AGENT][NEUTRAL] No problem and that card should be there any moment here. I send it to the email on file so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Mr. [PII].
[CUSTOMER][POSITIVE] OK thank you man I appreciate you.
[AGENT][POSITIVE] You're, my pleasure. You have a good day.
[CUSTOMER][NEUTRAL] Alright