AccountId: 011433970860
ContactId: fe85bcbe-c7ee-408d-9b3c-dd768cda7f9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369279 ms
Total Talk Time (AGENT): 150874 ms
Total Talk Time (CUSTOMER): 115275 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/fe85bcbe-c7ee-408d-9b3c-dd768cda7f9e_20250224T16:11_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I just got my card.
[CUSTOMER][NEUTRAL] From you guys, but I'm not sure. Is this also for my medical or just for physical?
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you have your policy number available on the card?
[CUSTOMER][NEUTRAL] Uh, it's, it's 02598014.
[AGENT][NEUTRAL] Thank you. And do you mind verifying your name and date of birth, please?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] and my date of birth is [PII].
[AGENT][NEUTRAL] Thank you and also verify your current mailing address, email, and phone number.
[CUSTOMER][NEUTRAL] Uh, my current mailing address with you guys would be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My um email address should be [PII].
[AGENT][NEUTRAL] And then finally, what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. Now, that, that policy is your dental policy.
[AGENT][NEUTRAL] Information. You do have medical, accident, disability, and a life policy with us.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you, do you have my medical information cause I got a doctor's appointment today, so I need my medical information.
[AGENT][POSITIVE] Yes, ma'am, I can
[CUSTOMER][NEUTRAL] So would they be able to find
[AGENT][POSITIVE] I sure can. Let me get that policy pulled up for you. And also I see you have an active account on our portal.
[AGENT][NEUTRAL] If you ever want to know the benefit.
[CUSTOMER][NEUTRAL] Yeah, I used that.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I just did, yeah, sorry, didn't mean to cut you off. Go ahead.
[AGENT][NEUTRAL] Uh, no problem. No, you're fine. So just to let you know, you can print cards from your portal.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] As well as if you want to view the policy benefits, just click on that policy number for
[CUSTOMER][NEGATIVE] Oh, I can't.
[AGENT][NEUTRAL] Your policy and you can view the benefits listed on your plans, and that's for each policy.
[AGENT][NEUTRAL] But I can, mhm, but I can provide that policy number for your medical, as well as I can email you a copy of your card if you would like.
[CUSTOMER][NEUTRAL] It's.
[CUSTOMER][NEUTRAL] Could you do that for me?
[AGENT][POSITIVE] It would be my pleasure. I'm, I'm getting that ready right now.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And we'll get that right to you. You want to write down your policy number for medical?
[CUSTOMER][NEUTRAL] Uh, hold on, let me find something to write on here we go.
[AGENT][NEUTRAL] Always the hard thing, right?
[CUSTOMER][NEUTRAL] I'm not far.
[CUSTOMER][POSITIVE] I'm about my car because I like the bark and every time I try to get on the phone I'm like.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Of numbers
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Policy number is 259.
[CUSTOMER][NEUTRAL] I mean you're
[AGENT][NEUTRAL] 8010.
[CUSTOMER][NEUTRAL] 259.
[CUSTOMER][NEUTRAL] OK, and that's through you guys still, still too or whatever I'm trying to say.
[AGENT][POSITIVE] Yes ma'am, that's correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] Alright and you said you'll email me the copy of the card?
[AGENT][POSITIVE] I'm getting it ready for you to get to go ahead and send to you.
[CUSTOMER][POSITIVE] Alrighty, that'd be great.
[AGENT][POSITIVE] And you should have that just any minute.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you want to wait just a second, make sure you can open up that card.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It's just, it is taking me just a minute, so I apologize.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, that is on the way for you, and just make sure you can open up that attachment.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Waiting for it to come through.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] It's gonna be from the care team.
[CUSTOMER][NEUTRAL] The care team, OK, sometimes it takes a little bit for it to pull up on my email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It does.
[AGENT][NEUTRAL] Sometimes it takes just a minute to go through.
[CUSTOMER][NEUTRAL] If I close it.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's not really that quick sometimes.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Get through.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][POSITIVE] Wonderful. Now, just be sure, you know, if they need to see the card, then it's got all your information there. And if they need to call us to verify eligibility and benefits, we'll be happy to do that as well.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Just tell them to give us a call. Anything else I can help you with, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Well, thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you for
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.