AccountId: 011433970860
ContactId: 68002436-d75e-40de-966d-6c79edb93ff2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275459 ms
Total Talk Time (AGENT): 113911 ms
Total Talk Time (CUSTOMER): 79898 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/68002436-d75e-40de-966d-6c79edb93ff2_20250325T20:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I'm calling from the group, uh, City of Lauderdale Lakes. I wanted to request an ID card for one of our members.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Well, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. What is a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number for the employee? Do you have that available?
[CUSTOMER][NEUTRAL] Um, no, I have a group number.
[CUSTOMER][NEUTRAL] But I can't look up their social if you need that.
[AGENT][NEUTRAL] Oh, that's all right. What's the group number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the last name of the employee?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me get his policy pulled up.
[AGENT][NEUTRAL] [PII] last name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. I'm not sure if it's hyphenated if it's just under [PII].
[AGENT][NEUTRAL] Oh, got you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], first name.
[CUSTOMER][NEUTRAL] Mhm, yes, with a [PII]
[AGENT][NEUTRAL] OK. And does she need that card emailed or?
[AGENT][NEUTRAL] Mailed to her home.
[CUSTOMER][NEUTRAL] Can you do both?
[AGENT][NEUTRAL] I sure can.
[AGENT][NEUTRAL] Let me see if we've got an email. I don't have an email on file for her.
[AGENT][NEUTRAL] So we can mail it. Do you want to verify her home address?
[CUSTOMER][NEUTRAL] OK, let me verify her home address.
[CUSTOMER][NEUTRAL] And is there any way you could send it to her home address and then email it to me?
[AGENT][NEUTRAL] Hang on just a second, let me ask you, do you have a portal set up yet?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, like I go online to view the bill, yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I think you can actually get a card from there let me check and see.
[AGENT][NEUTRAL] For her
[AGENT][NEUTRAL] Let me look real quick and see if that's an option.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I think if you go under your employees.
[AGENT][NEUTRAL] And then click on her name.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I was checking to see. I thought maybe you could get a card from there.
[AGENT][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] And or do you have an email for her?
[CUSTOMER][NEUTRAL] Um, I only have her city and I don't know if she wants that on her account, so.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Or she can actually.
[AGENT][NEUTRAL] Contact her or contact us.
[CUSTOMER][NEUTRAL] And that's fine if you can mail. I'll just verify, yeah, I'll just verify her address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let's see what I have is [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] That's what we have as well.
[CUSTOMER][NEUTRAL] OK, alright, so that I'll just let her know it'll be mailed out.
[AGENT][POSITIVE] OK, I'm so sorry. We just had that.
[AGENT][NEUTRAL] Information on file I could email it right to her, but we don't have her email.
[CUSTOMER][POSITIVE] Oh, no problem.
[AGENT][NEUTRAL] But I have already request excuse me, requested that that be sent to her home address that you verified that's what we have on file.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. It's been a pleasure to assist you, [PII]. You have a lovely afternoon.
[CUSTOMER][POSITIVE] Same here, take care.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye bye bye.