AccountId: 011433970860
ContactId: ff094b30-4efc-47fe-a098-9c9c2e76d3a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450769 ms
Total Talk Time (AGENT): 118084 ms
Total Talk Time (CUSTOMER): 83356 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/ff094b30-4efc-47fe-a098-9c9c2e76d3a8_20250529T18:46_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I'm in need of a copy of my insurance card.
[AGENT][NEUTRAL] OK, you're needing to get a, find out how to get a copy of your ID card, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] And [PII], what's a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you know your policy number, [PII]?
[CUSTOMER][POSITIVE] Yes, yes, I do.
[AGENT][NEUTRAL] OK. And what is that, please?
[CUSTOMER][NEUTRAL] 25 8794 3
[AGENT][NEUTRAL] 258-7943, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. One moment while I get your information pulled up, I will have to verify several things with you first, for security purposes, so just a moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so [PII], as I said that, I would have to verify several things with you first for security. So first off, you could verify the subscriber's name and date of birth and then your date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII] and then my date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And then also the home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, you want the zip code too? [PII].
[AGENT][NEUTRAL] I need, I need your, yes, yes, ma'am. I needed your full address. OK. And then, um, Mr.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And Mr. [PII]'s phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So what I can do, um, do you know his email address?
[CUSTOMER][NEUTRAL] Um, my mom's email address, yes, I know her email address, but can you send it to mine because I'm at the doctor's right now, and since I'm a new patient, she said that she needs like a copy and she said that I could email it to her and my mom's working right now. She drives trucks, so there's no way that she'll be able to like access her phone at the moment.
[AGENT][NEUTRAL] OK, so just a moment.
[AGENT][NEUTRAL] What is your email address, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so just a moment please, for me to get this pulled up.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] It's still loading the information, [PII], so just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, [PII], I have just sent that email to you with the ID cards.
[AGENT][NEUTRAL] And the email that you're gonna be receiving is gonna be coming from [PII] and I did put APL in the subject line.
[AGENT][NEUTRAL] I don't believe it will go to your junk or spam folder, but you may want to just check that if you don't see it in your regular inbox.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Yes, ma'am. I wanna make sure that you got it before we hang up. Can you check your email while you're still on the phone with me?
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][POSITIVE] Yes, I'll be able to check it.
[CUSTOMER][NEUTRAL] I'm sorry, what was that? Were you able to get it? Yes, I'm checking my email right now for it.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yes, ma'am. I've received it.
[AGENT][NEUTRAL] You did receive it? OK. Well, is there anything else that I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Not today. Thank you so much.
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling APL and I hope that you feel better and you have a nice afternoon.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] You like
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.