AccountId: 011433970860
ContactId: 5e5e9327-0001-4ba4-9133-65592d2a998b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 726330 ms
Total Talk Time (AGENT): 71957 ms
Total Talk Time (CUSTOMER): 152673 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/5e5e9327-0001-4ba4-9133-65592d2a998b_20250226T15:03_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm calling because I'm, I've been trying to download um my card, my ID card, and it's impossible. I already tried with two different browsers, and I, I'm not sure what is the, the issue, so I wanted to see if it's possible for you to send me that over email.
[AGENT][NEUTRAL] OK, I can see if it's possible. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and the callback number is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you. Do you have the policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, one second, let me look.
[CUSTOMER][NEUTRAL] Go to the computer, um, I, I'm seeing something on your website but I'm not sure if the policy number because I've been trying to download my information to use it and
[CUSTOMER][NEGATIVE] It's not possible, whole.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Let me see, it's not not letting me log in again. Let me try to access, yeah, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll be checking out OK.
[CUSTOMER][NEUTRAL] Um, I see policy number 2249087.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have your date of birth, mailing address and email address on file for verification.
[CUSTOMER][NEUTRAL] Yes, um, it's [PII]. My email, it's uh [PII]. Um my address is [PII], zip code [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and you said you tried to get it um.
[AGENT][NEUTRAL] Online, but it's not letting you?
[CUSTOMER][NEGATIVE] No, I tried from two different browsers, um, of course I needed to, to check the, the numbers, uh, for, for the claim that I have. I need to call the provider and it it's impossible to, to get it.
[AGENT][NEUTRAL] OK, and you're just trying to get the ID card, correct?
[CUSTOMER][NEUTRAL] Yes, I need the ID card.
[AGENT][NEGATIVE] Or are you trying to get in the system like get into your account it's not.
[CUSTOMER][NEGATIVE] I, I, I can get him into my account, but the account has a link like a PDF, uh, so you can download your ID card from there and it's, it's not letting me, it's like trying to open it, but it's not.
[AGENT][NEUTRAL] You can.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I understand. OK.
[CUSTOMER][NEGATIVE] I, I, before I remember it was slow, but now it's just not working.
[AGENT][NEUTRAL] OK. All right. Let me go ahead and get a copy out to you. Do you mind holding for me while I send this email to you?
[CUSTOMER][POSITIVE] Thank you. I appreciate it, yes.
[AGENT][POSITIVE] You're welcome. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] I take over.
[AGENT][POSITIVE] Thank you for holding and being patient for me.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, hello, um, did you receive the email that I sent out.
[CUSTOMER][NEUTRAL] Let me check it. One second.
[CUSTOMER][POSITIVE] Yes, I, I see the email, um, opening it. Thank you so much.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] You're welcome. Are you able to open it?
[CUSTOMER][POSITIVE] Yeah, I, I, I'm able to open it. Thank you.
[AGENT][POSITIVE] OK, you're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] No, I, I need your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.