AccountId: 011433970860
ContactId: f7035956-88b6-4015-a5f6-b4c095dc2196
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316779 ms
Total Talk Time (AGENT): 133744 ms
Total Talk Time (CUSTOMER): 90146 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/f7035956-88b6-4015-a5f6-b4c095dc2196_20250113T22:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I have a question, um,
[CUSTOMER][NEUTRAL] I, I, I just found where um I'm drafted $46.10 a month for cancer policy and uh back in September or October I called to get a copy of a like a card or a policy or something and I've looked at my email and I can't find anything so I just need to see, see if I can get a copy of it.
[AGENT][NEUTRAL] Hm.
[AGENT][POSITIVE] Yeah, absolutely. What is, do you by chance have your policy number?
[CUSTOMER][NEGATIVE] No, I don't even have that.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see what we can find here. Give me just a second.
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] So I can do a search [PII] by your name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Can you spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And then just for verification, I'll need to get is your date of birth and then the address we should have on file.
[CUSTOMER][NEUTRAL] [PII] and the address is [PII].
[AGENT][POSITIVE] Alright, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the email address on file is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want to take down this policy number, [PII]? We don't unfortunately send out cards for the cancer policy, so I don't have a way to send you a card, but I can absolutely send a request or send a copy of the policy itself, just not a card.
[CUSTOMER][NEUTRAL] OK, and what's the policy number?
[AGENT][NEUTRAL] Uh, the policy number is 02.
[AGENT][NEUTRAL] 56.
[AGENT][NEUTRAL] 42.
[AGENT][NEUTRAL] 34.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and so what I'm gonna need to do is contact over to customer service to have this actual certificate sent out to you. Do you want it sent in the US postal mail or do you want it just emailed?
[CUSTOMER][NEGATIVE] You can email it. It's just last time I asked the the email and I never got anything because I went back and looked through my emails. I couldn't find anything.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah. I'm sorry that it didn't come through. Um, let's see.
[AGENT][NEUTRAL] OK, so I will put in the request today, [PII], and it should, it's the end of the day for us, um, so I don't know, it goes through customer service so I don't know if it will get emailed out today, but you should have it by tomorrow and so if you don't, if you don't have it by then you can most definitely call us back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I just have to, like I said, we have a process that we do for this, and so I just have to submit the request through them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you have any questions or other concerns I could help with?
[CUSTOMER][NEUTRAL] No, it's just that um I uh.
[CUSTOMER][NEUTRAL] My husband and I go to a dermatologist once a year and I've been holding off until I got the new policy so I could submit a claim and I never got anything, so I just need a copy of everything and I'll be good to go.
[AGENT][NEUTRAL] Right. OK, sounds good. Well, I will make sure that gets out to you and again, my name is [PII] for your records um that you spoke with me today, OK?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Alrighty thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a nice evening.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.