AccountId: 011433970860
ContactId: 5b9614fc-3a87-4b6c-926a-529e7d591dc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271380 ms
Total Talk Time (AGENT): 90899 ms
Total Talk Time (CUSTOMER): 87774 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/5b9614fc-3a87-4b6c-926a-529e7d591dc1_20250624T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, um, I'm trying to, uh, download an ID card for one of our employees, and it hasn't been working for like 5 days now. This is my 3rd phone call about it.
[CUSTOMER][NEUTRAL] I was wondering if you can give me an update.
[AGENT][NEUTRAL] OK, are you with the group?
[CUSTOMER][NEUTRAL] Yes, uh, 15631.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me get that pulled up. Give me one moment.
[AGENT][NEUTRAL] OK, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And May, can you verify the address for your group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your email address?
[CUSTOMER][NEUTRAL] Uh, it's probably listed as [PII] unless you want my personal one.
[AGENT][NEUTRAL] Uh, no, I've got it as that. Um, OK, so you have set up a group account on the new portal, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and so are you able to see the cards or?
[CUSTOMER][NEGATIVE] No, can't see the cards at all. I can see the group detail report, but when I click on download ID cards, it comes up with an error message and let me see if it gives the number.
[CUSTOMER][NEGATIVE] No, it doesn't give a number just gives this phone number to call, and it's consistently that the same thing for 5 days.
[AGENT][NEUTRAL] Um, let me look at something real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I know, uh, we're currently working on all of our callbacks. I, I show that we've logged the ticket on this on [PII], um, and we are working on our callbacks to get this resolved, but in the meantime, is there an ID card that I could send you for one of your members or send to your members to help out?
[CUSTOMER][POSITIVE] Yes, that would, that would be wonderful, uh, [PII] is the name.
[AGENT][NEUTRAL] OK, let me get that pulled up. Give me one moment.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, and then do you know, let me verify the address or the email. He doesn't have an email address in here. What email address should we send it to?
[CUSTOMER][NEUTRAL] Um, can I have you send it to his manager's email address?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] I get it pulled up real quick.
[AGENT][NEUTRAL] Uh, yes, that should be fine. What's that email address?
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] [PII] that[PII].
[AGENT][NEUTRAL] OK, that was [PII], right?
[CUSTOMER][POSITIVE] No, uh, yes, [PII], yes, FSS, you're you're correct. I don't even know my email here, but yeah.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, I'm gonna get that emailed over, Meg, but um just know we are currently working on that callback list right now so you should hear from us um if not today it should be tomorrow. Sorry about the delay.
[CUSTOMER][NEUTRAL] OK, yeah, he had some surgery and he's a little concerned about the coverage, so, alright, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thanks for calling ATL. Have a good afternoon.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][NEUTRAL] Alright bye.