AccountId: 011433970860
ContactId: 2e4b2138-21e9-4200-86cf-5d92ac1dfc8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332399 ms
Total Talk Time (AGENT): 162107 ms
Total Talk Time (CUSTOMER): 100557 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/2e4b2138-21e9-4200-86cf-5d92ac1dfc8a_20250203T18:06_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I was actually calling. I've got a doctor's appointment tomorrow, and I do not have a copy of my APL card. Um, I was just trying to see if I can get one emailed so I can download it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], so I can, you're needing to get an ID card for an appointment that you have tomorrow, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that. And [PII], what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you know your policy number?
[CUSTOMER][NEUTRAL] I do not. I haven't had to use it. I used it on, uh, last Friday when I had to get lab work done.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, so.
[CUSTOMER][NEUTRAL] Um, and I called in.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Now, are you the subscriber on this policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This is OK, and what is your social so that I can look up your information?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] Yes ma'am. I'm gonna have to verify several things with you, but give me just a moment to locate your policy information first.
[AGENT][NEUTRAL] OK, so first off, I will need to verify several things with you for security. So if you could first verify your last name and date of birth for me.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] The phone number that we have on file for you is the same as the one you gave me, so that is your best contact number that we should have, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So when you called in last week, did you sign, you did sign up for the online service center, is that correct?
[CUSTOMER][NEUTRAL] I did and now it's saying user name but they didn't tell me what the user name was or I don't remember it what it was from.
[AGENT][NEUTRAL] I can well you would have created that yes ma'am, you would be you would have to have created that to set up your profile, but I can provide you your username. Now I don't have.
[CUSTOMER][NEUTRAL] OK, yeah, because that just years ago.
[AGENT][NEUTRAL] I don't have access, you know, we don't have access rather to the password so if you don't remember that you would just do, you know, forgot password to create a new one but if you'll give me just a moment, I'll be happy to um give you your username.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so your username and the first letter is the only thing that you have capitalized and it is [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again, the [PII]. Everything else is lower case.
[CUSTOMER][NEUTRAL] OK perfect it's saying that I just need to get the delivery method sent to my cell phone and.
[CUSTOMER][NEUTRAL] That I can do it and then I can download the card online.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You certainly can. Yes, ma'am. You certainly can.
[CUSTOMER][NEUTRAL] OK, perfect. Can I request 5 copies of the card or like an actual physical card too?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me say one should have been mailed, so let me say the last time one was.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, because we don't send them out every year, and it looks like, did you ever receive the ones that were mailed back in [PII] when the policy first went into effect?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I switched the apartments into the same apartment complex but a different apartment. I went from B to H, so I don't know if they got possibly lost because a lot of my stuff ended up going to my old apartment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. Sure. All right. So give me just a moment to, so I can order that.
[AGENT][NEUTRAL] For you while we're still on our call.
[AGENT][NEUTRAL] OK, Ms. [PII], so I have ordered that. It typically takes about 10 business days for those to be received, but we do have the apartment H on file for you, so that is where they should be delivered to.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] Nope, that'll be all, thank you.
[AGENT][POSITIVE] OK, well, have a great day. You're very welcome and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Yes, ma'am. Bye-bye.