AccountId: 011433970860
ContactId: 4835c905-c5f4-4ad2-a540-f22adb4ad111
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204369 ms
Total Talk Time (AGENT): 96814 ms
Total Talk Time (CUSTOMER): 167969 ms
Interruptions: 15
Overall Sentiment: AGENT=2.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/4835c905-c5f4-4ad2-a540-f22adb4ad111_20250624T22:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] They they.
[CUSTOMER][NEUTRAL] Hey my name is [PII], and I work with South Delta Planning and Development, um, and I need an insurance card. I never received one since we switched over to benefits in the card.
[AGENT][NEUTRAL] OK, and Ms. [PII], spell your name for me please.
[CUSTOMER][NEUTRAL] [PII], last name [PII]
[CUSTOMER][NEUTRAL] that this a go. I always get my the date the [PII] and since they say the [PII] go they gonna if I should get [PII] because I'm gonna wait you at [PII]. I didn't say what.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] You read.
[AGENT][NEUTRAL] Let's see, and Miss uh [PII] verify your date of birth, mailing address and email address please.
[CUSTOMER][NEUTRAL] But I would be so you.
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My mailing address is [PII]. And what else did you need?
[AGENT][NEUTRAL] Uh, email.
[CUSTOMER][NEUTRAL] You can see that. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You just reminded me of that movie, uh, that just was set in [PII].
[CUSTOMER][POSITIVE] Oh yes ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] Sans.
[AGENT][POSITIVE] Great movie. Yes, I love that movie. It was really good.
[CUSTOMER][NEUTRAL] I have not watched it yet.
[AGENT][NEUTRAL] And do you have a
[AGENT][POSITIVE] OK, I will be quiet cause it's really good. It is really good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] on
[AGENT][POSITIVE] I think you'll like it.
[CUSTOMER][NEUTRAL] OK, I'm gonna try it out.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Well, they've already made so much money, um, just from the [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] Like over $200 over $200 million for a 90 for a $90 million budget. It's really good.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] I, I could change.
[CUSTOMER][POSITIVE] Yeah, that is great.
[AGENT][NEUTRAL] Do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. Uh, Ms. [PII], I'll send a request for your card to be mailed out today, uh, will be mailed out tomorrow. You should receive it in 3 to 5 business days. Uh, we do have an online service center to where you can set up an account to view your policy as well as print out any temporary cards.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, can you send me something in my email a link to my email, and I can set that set that up.
[AGENT][NEUTRAL] Yes ma'am, give me half a minute. I can't let me see if I can pull up your card. I could probably email it to you as well.
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEGATIVE] OK. I'm not getting it. OK.
[AGENT][NEUTRAL] One let me see if it pulls up.
[CUSTOMER][NEUTRAL] Um, I yeah I I as far as the time like I I feel like you don't.
[AGENT][NEUTRAL] OK, yes, ma'am. I can email you that card and also in the email it'll let you know where to go to the online service center, OK?
[CUSTOMER][POSITIVE] Thank you so much. I certainly appreciate it.
[AGENT][POSITIVE] Yes, ma'am. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that'll do it. You do the same. Bye-bye.
[AGENT][POSITIVE] All right. Well, I thank you for calling APL. You have a great day.
[AGENT][NEUTRAL] Bye.