AccountId: 011433970860
ContactId: 3c09b079-da8f-4037-8607-e656508c5d29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151179 ms
Total Talk Time (AGENT): 58223 ms
Total Talk Time (CUSTOMER): 88110 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/2025/01/13/3c09b079-da8f-4037-8607-e656508c5d29_20250113T18:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Um, I just asked if you all send me a copy of my medical card and you sent me a link to, um, just I guess to download it, but I don't know the information that that I have to put in.
[AGENT][POSITIVE] I'll be happy to assist you with that, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 0, and I just got this from her. I didn't have that 02566205.
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], can you verify your date of birth, your mailing address for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Do you have an email address? I can email the card over to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. Would you like me to email it over there to you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, and can you just email me a picture of that, um, the ID card.
[AGENT][NEUTRAL] Yes, ma'am. Once it comes through, it will be your ID card.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] So I don't have to put no information in.
[AGENT][NEUTRAL] They wanted you to register your account online. Is that what they wanted you to do? Yes.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yes, but I don't have, yes, and I don't have information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So the information should be the information you just provided for me.
[AGENT][NEUTRAL] But I'll go ahead and get this sent over to you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's a shot that's a shot.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so I just emailed that over to you, just allow time for it to transmit over. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life Center. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye.