AccountId: 011433970860
ContactId: faa53221-2324-48a2-9a15-e65a0d838c9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230559 ms
Total Talk Time (AGENT): 94799 ms
Total Talk Time (CUSTOMER): 101160 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/faa53221-2324-48a2-9a15-e65a0d838c9a_20250530T13:04_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I have insurance with y'all, and I have, um, I need my ID number for my medical. I have my dental card, but I don't have a medical card.
[AGENT][NEUTRAL] OK, I can help you with that. What is the policy number on your dental card and I can look it up through that.
[CUSTOMER][NEUTRAL] The policy number on my dental card, let me see, thank you, um, the policy number is 02.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 60
[CUSTOMER][NEUTRAL] 868 888
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Do you mind verifying your date of birth and address for me, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII] and um [PII].
[CUSTOMER][NEUTRAL] 27215
[AGENT][NEUTRAL] OK, and can I get a good callback number just in case we're disconnected and your email address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you and your email address.
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][NEUTRAL] I'm sorry. Go ahead.
[CUSTOMER][NEUTRAL] My email address is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you for verifying.
[AGENT][NEUTRAL] And you're calling on your medical.
[AGENT][NEUTRAL] To get your policy number? OK, I, your policy number is 026.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 08
[CUSTOMER][NEUTRAL] 02608
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 758.
[CUSTOMER][NEUTRAL] 758.
[AGENT][NEUTRAL] OK. And let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on just a moment let me check and see if it's.
[CUSTOMER][NEUTRAL] So will I get a, will I
[AGENT][NEUTRAL] OK, I can email you a uh a copy of your card and it looks like we mailed one back in March, but I'll get another one mailed to you as well.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] Yeah, I never, I never got it. I, I got the dental.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I never got the, the medical.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or the vision or anything, so.
[AGENT][NEUTRAL] OK, um, the vision is handled through another company, but um I do have your medical card ordered.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will email that to you um.
[AGENT][NEUTRAL] Right now, let me see.
[AGENT][NEUTRAL] Let me just take a minute here.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] I think I got the ID number.
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I have to
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes. He got it as well. So she said there's no copay.
[AGENT][NEUTRAL] OK, I've got that sent to you and I've got your cards ordered to mail as well. Is there anything else that I can help you with today or?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, ma'am. Thank you've been very helpful.
[AGENT][POSITIVE] Alright, well thank you very much uh for calling APL and you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] All right. Thank you. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.