AccountId: 011433970860
ContactId: f849f639-9563-4465-8479-d51621c20db3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259690 ms
Total Talk Time (AGENT): 81335 ms
Total Talk Time (CUSTOMER): 85591 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/f849f639-9563-4465-8479-d51621c20db3_20250610T15:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], this is [PII] of Hollywood, Kansas. I have a policy with you all through Hurricane Express.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I was needing some new ID cards.
[AGENT][NEUTRAL] OK, [PII], I can help you with ID cards. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh no, I don't.
[AGENT][NEUTRAL] OK, I'm looking it up my last name or social.
[CUSTOMER][NEGATIVE] Uh, I don't care. My social security number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] And I need to change my address too.
[AGENT][NEUTRAL] OK. And you're needing new dental cards, is that right?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] And can I have them email a copy of them to me?
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Because I'm on the road
[AGENT][NEUTRAL] OK, and then can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your address and your email address.
[CUSTOMER][NEUTRAL] My new address or my old address?
[AGENT][NEUTRAL] Um, what's your old address? I'll verify with that and then we'll get your new address updated.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your email?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. OK, and then what's your new address, [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, same city.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. All right, um, got that changed and then I'll get your card sent over to you by email. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Uh, is it still a $20 co-pay? In other words, if I go to like urgent care, I pay $20 and then you all take care of the rest.
[AGENT][NEUTRAL] Um, let me see, so.
[CUSTOMER][NEUTRAL] I think that's what I signed up for. I don't remember it's been over a year ago.
[CUSTOMER][NEUTRAL] Right at a year.
[AGENT][NEUTRAL] I've got your dental plan pulled up. Let me get that other one pulled up.
[AGENT][NEUTRAL] OK, this one is through web TPA, so the limited hospital plan, that's through web TPA, um, it's not not administered through us. I don't, um, let me see if they have cards for that.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] I'll send you the card for it, but I'll have to transfer you to web TPA for the benefits because I, we don't have access to the benefits. Do you want me to transfer you over there?
[CUSTOMER][NEUTRAL] Oh, as long as I have the car.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] As long as I have the card, I, I'll just use the card and what I gotta pay I gotta pay and I don't worry about it ain't no big deal. I just asking a question.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, um, I'll get those cards sent your way, and anything else I can help with?
[CUSTOMER][NEUTRAL] No, you got the right address, right? [PII] for the new address?
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Uh-huh, got that entered, yep.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, thank you ma'am.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Yeah you too.