AccountId: 011433970860
ContactId: 08dbf2fc-975c-41eb-ae1b-e3b481467880
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169139 ms
Total Talk Time (AGENT): 74962 ms
Total Talk Time (CUSTOMER): 49640 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/08dbf2fc-975c-41eb-ae1b-e3b481467880_20250204T22:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Web TPA. I have a member on my line. I think he might have got confused. Um, he had talked to you guys and he thought that you guys said that we issue new ID cards and I was like, no, so I'm, I'm just gonna send him back over to you guys and I give you his ID number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, he needs the ID card sent?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's uh 22.
[CUSTOMER][NEUTRAL] 90768.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] OK, and you can send them, yes.
[CUSTOMER][NEUTRAL] And you said your name's [PII]?
[CUSTOMER][POSITIVE] OK perfect all right OK thank you much you have a good day.
[AGENT][POSITIVE] You're welcome. You also.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So this is [PII] with APL and so you were needing to get um ID cards sent to you or emailed?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK. Would you prefer for them to be mailed or emailed to you?
[CUSTOMER][NEUTRAL] Uh, well, uh, mail will be fine, yeah.
[AGENT][NEUTRAL] OK, and that's the [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alrighty and hold on one moment, uh.
[AGENT][NEUTRAL] And did you need them for both the medical and dental or one or the other?
[CUSTOMER][NEUTRAL] Yeah, both, both of them.
[AGENT][NEUTRAL] Both of them? OK.
[CUSTOMER][NEUTRAL] Yes, that.
[AGENT][NEUTRAL] I'm definitely sorry for all the runaround, but I have sent the request for both your dental ID cards and your medical ID cards to be mailed to the home address on file. Um, so you should be receiving that. We usually say with the mail to give it at least a week, but it could be longer because it's the mail. Um, but we did send that request over for you to receive those cards, um, at your home address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you so much I appreciate it.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, no, that's it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL Mr. [PII]. I hope you have a great evening.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Uh, but, uh, uh.