AccountId: 011433970860
ContactId: 39610518-0db6-42c1-9cad-aa2360513f90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311160 ms
Total Talk Time (AGENT): 89321 ms
Total Talk Time (CUSTOMER): 93668 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/39610518-0db6-42c1-9cad-aa2360513f90_20250221T18:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hey, I was calling to, uh, get my ID card sent out. I didn't receive it.
[AGENT][NEUTRAL] OK, I can help you with that. Um,
[AGENT][NEUTRAL] Can I get your name?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And while I'm pulling that up, can I get a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, 44
[CUSTOMER][NEUTRAL] 81414.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you did say [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] ER, OK.
[CUSTOMER][NEUTRAL] Salary.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So I'm logged in on the uh on the website too, but like to pull up the ID card does not allowing me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Online either.
[AGENT][NEUTRAL] Still searching. I haven't found you yet.
[AGENT][NEGATIVE] I'm not getting anything. Um, what is your social?
[CUSTOMER][NEUTRAL] The whole the whole social?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I have a policy number um I can see online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I've, I've got it pulled up here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see cards.
[AGENT][NEUTRAL] And while I'm pulling up the card, can you verify your date of birth and your address for me?
[CUSTOMER][NEUTRAL] Yes, [PII] and just [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And your email address?
[CUSTOMER][NEUTRAL] One second. That's not mine. Oh, alright, thank you.
[CUSTOMER][NEUTRAL] And well this way or this.
[CUSTOMER][NEUTRAL] Sorry, um, the chipper.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, are you still there?
[CUSTOMER][NEUTRAL] Sorry about that. Um, yes, I'm here. You said my email address?
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] Uh yes, uh huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I do have your cards pulled up. um, did you want me to email this to you or?
[CUSTOMER][POSITIVE] Yes, if that's possible, yes.
[CUSTOMER][NEUTRAL] And and is there a way I can still get the hard copy?
[AGENT][NEUTRAL] Uh, yes, I can order those again. Um, looks like they were mailed on [PII].
[AGENT][NEUTRAL] Uh, let's see, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is the subject is gonna be APL medical cards and I believe you've got a dental policy with us as well and I will get that out to you as well.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] pull it up.
[CUSTOMER][POSITIVE] Thank you, that's all I needed.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, one more thing, do you, do you know anything about the, I was looking at um.
[CUSTOMER][NEUTRAL] A lyric app.
[CUSTOMER][NEUTRAL] That you guys have?
[AGENT][NEUTRAL] Looking at what?
[CUSTOMER][NEUTRAL] It's an app called Lyric. I was looking. Lyric L Y R I C. It's an app.
[AGENT][NEGATIVE] You were cutting
[CUSTOMER][NEUTRAL] Do you guys know anything about that or like do y'all deal with that?
[AGENT][NEUTRAL] I've never heard of it myself.
[CUSTOMER][NEUTRAL] OK, it might be something else. That was all I needed.
[AGENT][NEUTRAL] Alright, well, I've got this dental policy, uh.
[AGENT][POSITIVE] Card, um, I'll send the email to you as well and thank you for calling APM you have a great day.
[CUSTOMER][POSITIVE] Alright thank you you too.
[AGENT][POSITIVE] Mhm thank you.
[CUSTOMER][NEUTRAL] Yeah