AccountId: 011433970860
ContactId: 05627569-a6da-426a-bdcc-ad4b3dfdb987
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185679 ms
Total Talk Time (AGENT): 56209 ms
Total Talk Time (CUSTOMER): 59619 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/05627569-a6da-426a-bdcc-ad4b3dfdb987_20250512T16:31_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. I was calling about my medical cards. I haven't received them in the mail yet. Uh, I want to know because it's like a, it's like a number or something I can use to like get my uh prescriptions refilled until the cards come in.
[AGENT][NEUTRAL] OK, um, I can look you up on our system. Do you have your policy number or your social?
[CUSTOMER][NEUTRAL] Oh, I got my social. I don't know the policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, it's
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your first and last name?
[CUSTOMER][NEUTRAL] For sure what more?
[AGENT][NEUTRAL] OK, let me get your card pulled up.
[AGENT][NEUTRAL] Can you verify your date of birth for me, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your email address and your address.
[CUSTOMER][NEUTRAL] Email is [PII].
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] OK and then lastly, do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] Um, I can email you over a copy of your card. Would that be helpful?
[CUSTOMER][POSITIVE] That that'd be great.
[AGENT][NEUTRAL] OK, OK, let me get that emailed your way. Just give me about 2 minutes and you should receive it and then from there you can look at the card and um get the information you need, OK?
[CUSTOMER][NEUTRAL] OK, uh, can you mail me out doing the show like they mailed me some cards already or what?
[AGENT][NEUTRAL] Oh, yes, um,
[CUSTOMER][NEGATIVE] I haven't received that.
[AGENT][NEUTRAL] Yeah, we can mail you some as well to your home address, so look out for those. They typically take about 3 to 5 days.
[CUSTOMER][NEUTRAL] Yeah, please.
[CUSTOMER][NEUTRAL] OK, yeah, just mail me so just send an email and that's it.
[AGENT][POSITIVE] OK, perfect. All right, well, we'll get that taken care of and thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Oh