AccountId: 011433970860
ContactId: 6e95dd4c-ac58-4694-9281-626bc13ebd05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 912890 ms
Total Talk Time (AGENT): 141861 ms
Total Talk Time (CUSTOMER): 242857 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/6e95dd4c-ac58-4694-9281-626bc13ebd05_20250505T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, could you, um, could you, this is [PII], and I'm trying to, I'm one of them, but I'm trying to get a card.
[CUSTOMER][NEGATIVE] I don't think I received a card for the year.
[AGENT][NEUTRAL] An ID card?
[CUSTOMER][NEUTRAL] I don't know if it, yes.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] My policy number, oh crap, what would that be?
[AGENT][NEUTRAL] Your identification card on your you have your identification card?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, my ID is, yeah.
[AGENT][NEUTRAL] OK, that number.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Is it the one my
[CUSTOMER][NEUTRAL] Oh, is it the one that my um my insurance benefit card?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I have that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that number?
[CUSTOMER][NEUTRAL] Yeah, it's um
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, spell your first and last name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Spell your last name for me again please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, thanks. What state do you uh reside, [PII]?
[AGENT][NEUTRAL] What state do you reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what type of policy do you have?
[CUSTOMER][NEUTRAL] What type of policy?
[AGENT][NEUTRAL] Is it Metlink?
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Or cancer? Is it Metlink?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, I, uh, I have to look, um.
[AGENT][NEUTRAL] That's OK, verify your address. I have you pulled up here. Let's just confirm your address.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that the state of [PII]?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK. And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and can you verify your email address for me?
[CUSTOMER][POSITIVE] Oh God, I have so much.
[AGENT][NEUTRAL] It looks like a work email address maybe.
[CUSTOMER][NEUTRAL] Um, which one.
[CUSTOMER][NEUTRAL] Oh, it's, it's a working email.
[CUSTOMER][NEUTRAL] would be
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, so I see letter [PII].
[CUSTOMER][NEUTRAL] Let me see if it
[CUSTOMER][NEUTRAL] Yes, [PII], yes.
[AGENT][NEUTRAL] Is that it?
[AGENT][NEUTRAL] OK, and you said, and you said that you would like another identification card?
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Well, the thing is I don't, I didn't have the new one. Maybe the old one still work, but I know I wanna go to the doctor today, and I don't have it. It was it, is there a way where I could, could I have it like in my email?
[AGENT][NEUTRAL] Yes, I can send it to. Do you want me to send it to the email address on file?
[CUSTOMER][NEUTRAL] Yes, that's fine.
[AGENT][NEUTRAL] OK, let me prepare that.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Preparing the document.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 776.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Alright, so I'm sending it to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And uh I just emailed it over to you. I'm gonna stay on the line a bit to make sure that you uh received the card. It's coming from [PII].
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Give me 1 2nd, Miss. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEGATIVE] I had to resend it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Did you receive it?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm not. I'm, I'm gonna refresh it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I got a notification that it was sent. It's coming from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm checking.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Don't have that. I always have.
[CUSTOMER][NEUTRAL] Actually.
[CUSTOMER][NEUTRAL] [PII], you said?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, but then.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK. No.
[AGENT][NEUTRAL] Or do you see anything that says care team?
[AGENT][NEUTRAL] At [PII]?
[CUSTOMER][NEUTRAL] No, the last thing I see, it's 8 hours, 4 hours ago.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Yeah, the last thing there, it has nothing for today.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I'm looking at E [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, nope, it's not in the.
[CUSTOMER][NEUTRAL] I wonder if um.
[CUSTOMER][NEUTRAL] Let me look at the
[CUSTOMER][NEUTRAL] People looking at junk mail and see.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You want me to do another 8.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEGATIVE] No, it, it definitely didn't come.
[CUSTOMER][NEUTRAL] I could do another email just to see.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEGATIVE] If it's that email that's a given problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's the other email?
[CUSTOMER][NEUTRAL] All right, so it's.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just sent it to that email.
[CUSTOMER][NEUTRAL] Try this one.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, so I see that, you see, so it came in this email.
[AGENT][NEUTRAL] Yeah, it came in that one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK, so I got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] All right. Any, anything else I can help out with today?
[CUSTOMER][NEUTRAL] No, so I could just use, I could just show them this.
[CUSTOMER][NEGATIVE] They wouldn't be able to print it, but.
[CUSTOMER][NEUTRAL] Um, but would you be able to send me one in my time?
[AGENT][NEUTRAL] Yeah, you could show them that ID card and they can get your policy number from that card and call us to verify your benefit information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and this, this one would be the same thing as the one I had last year.
[AGENT][NEUTRAL] Correct, because you have the same policy, so nothing changed.
[CUSTOMER][NEUTRAL] Right, OK. So, I, I, because I know I have it at home. I just don't have it on me, but I, I, you know, so I could look for it when I get home for the card.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But I want to go before I get home, I want to see the doctor before I. All right, thank you, [PII].
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Same to you.