AccountId: 011433970860
ContactId: 1529ed3f-4862-49e3-9afc-ddb3f1193c6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 506130 ms
Total Talk Time (AGENT): 72077 ms
Total Talk Time (CUSTOMER): 38448 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/1529ed3f-4862-49e3-9afc-ddb3f1193c6a_20250617T14:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mo
[CUSTOMER][NEUTRAL] Um, I'm trying to see where my medical cards at.
[AGENT][NEUTRAL] You need an ID card?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Um, do you happen to know the policy number, Mr. [PII], or you don't have any information?
[CUSTOMER][NEUTRAL] I don't have no information.
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] Uh, let me have the spelling of your last name and the spelling of your first name so I can do a name search.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But uh
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, um, may I have your social security?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I found your policy. May I have the mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, Mr. [PII], and let me see when we send that card.
[AGENT][NEUTRAL] OK, the card was sent back in April. You said you have not received that card as of today?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so I'll go ahead and resend the card. Do you need the policy number?
[CUSTOMER][NEUTRAL] Yeah, can you, can you send all that to my email?
[AGENT][NEUTRAL] Um, I can send you a temporary, um, copy of the card. Do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. Ms. Um, do you want to check and see if you got that email?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.