AccountId: 011433970860
ContactId: 6889a087-985f-47a0-974b-674f79d04ce2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127360 ms
Total Talk Time (AGENT): 51581 ms
Total Talk Time (CUSTOMER): 47999 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/6889a087-985f-47a0-974b-674f79d04ce2_20250522T19:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Um, um, I'm calling because I was supposed to receive my, um, ID cards and I still haven't received them. Um, I received two dentals and I was trying to go to the doctor today, but it's not letting me use the um PDF one again. I was trying to see if like they could email me another one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, yeah, I can get that ID card mailed uh sent to you. Um, this was for your medical, you said?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, yeah, um, what was your name?
[CUSTOMER][NEUTRAL] They sent me 2 d.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and then, uh, so, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. um, do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I got the policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 2609118
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and I'm just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, uh, last thing I need is the email address that we have on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right awesome thank you for verifying all of that. OK, so I can go ahead and uh email you a copy of this ID card. Did you want me to send it to this Gmail account that we have for you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alrighty I will go ahead and get that sent now um was there anything else I could help you with?
[CUSTOMER][POSITIVE] Uh, no, ma'am, thank you.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.