AccountId: 011433970860
ContactId: 6b285cd1-2101-4319-a71a-33b77b4c818d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339079 ms
Total Talk Time (AGENT): 75299 ms
Total Talk Time (CUSTOMER): 114619 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/6b285cd1-2101-4319-a71a-33b77b4c818d_20250415T18:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, uh [PII]. My name is [PII]. I'm trying to uh access the APL um Medin card. Um, I have, I have health insurance, um, through my school employer, which is a Vanguard Academy.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I, I can help you with that.
[CUSTOMER][NEUTRAL] So I'm trying to get access to the um to the card. OK, thank you.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And you said your last name was [PII]? [PII]?
[CUSTOMER][NEUTRAL] [PII], yes, [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And how do you spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] OK, and the state, do you mind verifying your date of birth and address for me, please?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Um, my address is [PII].
[AGENT][POSITIVE] OK, thank you and can I get a good call back number and your email address?
[CUSTOMER][NEUTRAL] My call number callback number is [PII] and then my um.
[CUSTOMER][NEUTRAL] My call back, uh, my email address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And you were trying to get your cards on the online service center or?
[AGENT][NEUTRAL] Or do you want
[CUSTOMER][NEUTRAL] Yeah, I'm trying to, um, I'm trying to get my car because I actually need it for today because I have an upcoming appointment, um, today, so, um, I'm trying to get access to it so I can have that boss along with my insurance card.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and you've registered on the online service center?
[CUSTOMER][NEUTRAL] Say it again.
[AGENT][NEUTRAL] Are you having problems registering? Have you already registered on the online service center?
[CUSTOMER][NEUTRAL] No, ma'am, I'm trying to get access to the I'm trying to get the card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need the ID card for that. I have my ID card for Florida Blue, of course, but not the, the ID card for you guys. I could just provide it to the doctor.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That's what I'm in need of.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, I can email this to you and I can also order one to be mailed to you as well.
[AGENT][NEUTRAL] I see.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the email is [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I have those off in an email to you and I've also got one order to be mailed to you as well. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] OK, so you say your email. Let me just double check to see if I received it before I find you.
[AGENT][NEUTRAL] Sure. Mhm.
[CUSTOMER][NEUTRAL] OK, I didn't receive it yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I do that just let me make sure.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK, alright, I do. I got the, the group number. OK, the outpatient. OK, alright, I got it, thank you.
[AGENT][POSITIVE] Alright, well thank you for calling IBM.
[CUSTOMER][NEUTRAL] And I also you said if it could be milk.
[AGENT][POSITIVE] Yes ma'am. I've got it ordered.
[CUSTOMER][POSITIVE] Yeah, it could be mailed to me too. I appreciate it.
[AGENT][POSITIVE] All right. Well, thank you.
[CUSTOMER][POSITIVE] All right thank you appreciate it thank you.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye bye.