AccountId: 011433970860
ContactId: 52d9a155-da53-4288-858b-96baadad0a40
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 885190 ms
Total Talk Time (AGENT): 159296 ms
Total Talk Time (CUSTOMER): 144121 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/52d9a155-da53-4288-858b-96baadad0a40_20250408T17:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I wanted to see if I can request my uh APO card to be sent to my um home please.
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Alright, do you have your policy number by chance?
[CUSTOMER][NEUTRAL] I don't did my social help you?
[AGENT][NEUTRAL] Uh, yes, your social would help. Mhm.
[CUSTOMER][POSITIVE] Thank you, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And then what's a good callback number in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Sorry, just one minute. My computer's thinking.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, I'm not seeing a policy under the social security number.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's for my employer.
[AGENT][NEUTRAL] Oh, it's from your employer?
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And what's your employer's name?
[CUSTOMER][NEUTRAL] It's uh New Horizon Health Center.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] All right. And what state are you in?
[CUSTOMER][NEUTRAL] In [PII]?
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I'm not seeing New Horizon Health Center.
[CUSTOMER][NEUTRAL] Can you check Brunswick Community Health Center?
[AGENT][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] It's because we were doing we used to be Brunswick Community Health Center and then it changed to New Horizon Health Center.
[AGENT][NEUTRAL] OK, Brownsville.
[CUSTOMER][NEUTRAL] Community health center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, and then what is your last name?
[CUSTOMER][NEUTRAL] [PII] [PII]?
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] OK, and then your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] I have found you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, you're welcome. Just one moment.
[AGENT][NEUTRAL] OK, and then I just need to verify a couple pieces of information. Uh, can you give me your date of birth, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And your mailing address and email.
[CUSTOMER][NEUTRAL] The email is my [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then the, my address is uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Care Street
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And then can I please put you on a brief hold so I can locate that ID card for you?
[CUSTOMER][POSITIVE] Yes, of course.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Hey, thank you for holding.
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Uh, so we do have like an online portal that you can access. It's called OSC.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] And you can access your ID cards, your claims, like your claim status.
[AGENT][NEUTRAL] Um, I'm not sure. Do you have an account with us?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Mm mm no I I tried to log in it didn't let me in that's why I had to call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, it didn't? OK.
[CUSTOMER][NEUTRAL] Ma
[AGENT][NEUTRAL] OK. I can provide you with a username just in case.
[AGENT][NEUTRAL] It was wrong, if you would like.
[CUSTOMER][NEUTRAL] OK, it's in the APO uh portal?
[AGENT][NEUTRAL] Yes, it is [PII].
[CUSTOMER][POSITIVE] OK, secure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then what was it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, and the user?
[AGENT][NEUTRAL] OK, and your username is [PII]
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's the user.
[AGENT][NEUTRAL] Yes, that is the username.
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll try to log in but in but were you, are you gonna be able to send me the cards?
[AGENT][NEUTRAL] Yes, I can send it. I cannot send it through the mail because this is a group policy, but I can send it to your email as well if you'd like.
[CUSTOMER][NEUTRAL] No, yeah.
[CUSTOMER][NEUTRAL] Yeah, um, do you mind sending it to my work email?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's OK.
[CUSTOMER][NEUTRAL] Yeah, so it's gonna be [PII].
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] New
[CUSTOMER][NEUTRAL] Horizon.
[CUSTOMER][NEUTRAL] HC.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So it's your [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, and then if you're on a computer, I can stay on the phone with you while you try to access that in case you have any trouble.
[CUSTOMER][NEUTRAL] Mm, I'm at work right now but uh I if you send it to my email, it should be good.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, that's fine. All right. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] That's it. OK, yeah, thank you for calling APL. Have a good day. Mhm.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Alright bye.