AccountId: 011433970860
ContactId: fbf60937-e8a8-4b70-b44b-7c9f4f5162b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447070 ms
Total Talk Time (AGENT): 106372 ms
Total Talk Time (CUSTOMER): 115094 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/fbf60937-e8a8-4b70-b44b-7c9f4f5162b1_20241230T14:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, and uh, my name is [PII]. Um, my APL policy renewed on [PII], and I have never received the card.
[AGENT][NEUTRAL] OK, I'm definitely sorry you haven't received cards. Let me see what type of policy you have and um I can get the cards out to you. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII] and the last name is [PII]
[AGENT][NEUTRAL] OK, and I can try to look the um policy up with your name. Hold on one moment.
[AGENT][NEUTRAL] And while I'm looking the policy up, um, what's a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for that. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I believe I just located the policy. I'm waiting for it to come up now.
[AGENT][NEUTRAL] And [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Yeah, [PII], [PII].
[AGENT][POSITIVE] Thank you, and then your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So hold on one moment.
[AGENT][NEUTRAL] Oh, it looks like your group has elected for delivery um to be online only. So that's why you haven't received physical cards, but I can send you, um, let me make sure everything's available, but I can send you um like a digital copy of the card if you'd like.
[CUSTOMER][POSITIVE] Uh, I would love that. Can you send it to my work email address?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, what's the work email address?
[CUSTOMER][NEUTRAL] So I need
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And my whole last name.
[CUSTOMER][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] M Leonida at
[CUSTOMER][NEUTRAL] Dialogue
[CUSTOMER][POSITIVE] D I A L O G
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So, [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] How can we use, you know, APL if they don't send us cards and I don't care they the group decided to do them digital nobody informed us.
[AGENT][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] Nobody let us know and uh it just happened that my husband has a colonoscopy today and I need to provide that information and I don't have it.
[AGENT][NEGATIVE] Well, I do understand how that's frustrating. I think, oh.
[CUSTOMER][NEUTRAL] Uh, if, by the way, do you know, do you know by any chance if plus I need to provide, uh, the hospital, the Mayo Clinic, a copy of the card? How can I provide a copy of the card if I don't have it?
[AGENT][NEUTRAL] That's why I'm getting ready to email it to you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] And I'm emailing the card over to you now. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, I am going, I'm waiting for that card, so I'm not gonna let you go until I have that in my email. So let's wait because he has, he has the colonoscopy within an hour.
[AGENT][NEUTRAL] OK, that's fine.
[AGENT][POSITIVE] That's no problem at all. Hold on one moment.
[CUSTOMER][NEUTRAL] So I need to get that information.
[AGENT][NEUTRAL] And do you mind if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] I start my day off like that. You can have it.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. So the email has been sent, um, you might need to check in your spam as well, but it's coming from the care team.
[CUSTOMER][NEUTRAL] I re I just received it. I got it.
[AGENT][NEUTRAL] All right. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, this is it. Thank you so much. Have a lovely day bye bye.
[AGENT][POSITIVE] You you also thanks for calling APO bye bye.