AccountId: 011433970860
ContactId: 2db1e938-b1a2-4fe1-9f19-d6d9879b987b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1119050 ms
Total Talk Time (AGENT): 259991 ms
Total Talk Time (CUSTOMER): 186446 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/2db1e938-b1a2-4fe1-9f19-d6d9879b987b_20250115T16:18_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, uh, my name is [PII]. I'm an agent and I'm calling about a member in one of my groups that does not have his APL ID card.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So you need to uh order one by mail.
[CUSTOMER][NEUTRAL] Well, I asked when I submitted the enrollments for the group um in December, I asked them to send out new ID cards to the group. So, uh, if you want to #1, check and see if that's been done, and 2 if you can email the member a copy of his ID card.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with that, Ms. [PII], and, um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Thank you and Miss [PII], what is the group number?
[CUSTOMER][NEUTRAL] 23045
[AGENT][NEUTRAL] OK. And may I have your email address for verification?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so I do see the request you made and it looks like they did send it to the correct place to have it done for the ID cards. Um, let me have the name of this new member.
[CUSTOMER][NEUTRAL] All right, his name is [PII] Last name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, [PII], right.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] Do you have his date of birth just for verification.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we probably need something to update that date of birth. It doesn't look like it's matching.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Let me.
[CUSTOMER][NEUTRAL] I got a social if you wanna confirm we got the right person.
[AGENT][NEUTRAL] Yes, please. Go ahead.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. [PII]. Yeah, it is the right person. Yeah, we just have the date of birth, um, yeah, a little bit different. The last number is different. Um.
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, could have been a typo.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yep, that's what I'm thinking maybe.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me see if it will allow me to change it.
[AGENT][NEUTRAL] It's still [PII]. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so he's had this policy since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, OK, so we just need to order a new card. Um, it should have been out with the group.
[CUSTOMER][NEUTRAL] I need you to email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I know I need you to email it to him if you can just a a a copy of the card.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, what is this email?
[CUSTOMER][NEUTRAL] Um, it's his first name, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 096.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so it's [PII]. OK.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm trying to.
[AGENT][NEUTRAL] Update the date of birth as well.
[AGENT][NEUTRAL] OK, let me, OK, good.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK and one moment.
[AGENT][NEUTRAL] OK, so I went ahead and send that request over. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, can you tell me when they mailed out the cards to the group? Is there a date on that?
[AGENT][NEUTRAL] Um, let me check the notes from the group. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm going through the notes. Let's see.
[AGENT][NEUTRAL] Mm, I see the request on [PII], um, and it was released from renewal hold on the [PII], so, um.
[AGENT][NEUTRAL] I'm thinking that's the day that it was sent um but um I don't see a note that it was done so um.
[CUSTOMER][NEUTRAL] OK. Um, would you be?
[AGENT][NEUTRAL] Let me, uh, mhm.
[CUSTOMER][NEUTRAL] Are you allowed to email me a copy of his ID card also because I did a test email just to see if there would be a bounce back and it did get bounced back so I'm thinking the email address there might be something slightly wrong on that.
[AGENT][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] OK, sure, yes, I can send it to you.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And that way I can confirm his email address, send it to him, text him whatever he needs.
[AGENT][POSITIVE] Got you. No problem. Let's see.
[AGENT][NEUTRAL] So we send it to you and that's gonna be.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] There's an S after the [PII] [PII] [PII]
[AGENT][NEUTRAL] Yes. Mhm mhm.
[AGENT][NEUTRAL] Yes, I got.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, let me get this um email ready. Do you mind holding for me?
[CUSTOMER][NEUTRAL] OK, sure, go ahead.
[AGENT][POSITIVE] Thank you, thank you.
[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, Miss [PII]. Uh, do you wanna check and see if you got it?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, hang, hang tight here.
[CUSTOMER][NEUTRAL] I was multitasking while you had me on hold, so give me one second. I gotta save this document.
[AGENT][POSITIVE] Exactly
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, email.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hasn't come through just yet.
[AGENT][NEUTRAL] Not yet.
[CUSTOMER][POSITIVE] Yeah, I'm refreshing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, yeah.
[AGENT][NEUTRAL] No, hm.
[AGENT][NEUTRAL] Make sure I did it right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] right
[AGENT][NEUTRAL] Uh mm no I probably wrong. OK, just a second. I had a learned too much in that email. One moment, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] That will make a difference, OK, yep.
[CUSTOMER][NEUTRAL] It will.
[AGENT][NEUTRAL] Try again.
[AGENT][NEUTRAL] OK, let me try now, yeah.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let me know if you receive it now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not an email.
[AGENT][NEUTRAL] And I'm gonna refresh as well just to make sure it did go out.
[AGENT][NEUTRAL] OK complete.
[CUSTOMER][NEUTRAL] Mm, wait, wait, wait, your team at Am public here we go.
[AGENT][NEUTRAL] Yes, mhm. OK.
[CUSTOMER][POSITIVE] All right, excellent thank you very much um and I will get this to him. Were you able to update his date of birth?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I was, yes. Mhm. I did updated the date of birth to [PII] and um the email address, you want me to still keep that email address or you want me to just erase that email address until we get the correct one?
[CUSTOMER][POSITIVE] Excell
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Just erase it until until I get the verification on which one is correct and I'll I'll send that, I guess an email to the care team on that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Mhm, yes, that would be perfect. Mhm. All right.
[CUSTOMER][POSITIVE] OK. Great. Thank you so much. I appreciate your help today.
[AGENT][POSITIVE] You're welcome, Ms. [PII] and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] All right bye.
[AGENT][NEUTRAL] Bye bye.