AccountId: 011433970860
ContactId: 7791a348-9dcb-470d-b4c5-e7196de4c867
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208110 ms
Total Talk Time (AGENT): 61539 ms
Total Talk Time (CUSTOMER): 139862 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/7791a348-9dcb-470d-b4c5-e7196de4c867_20250226T21:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon, [PII]. I'm calling from Benefits and a card. Um, how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Good, thank you. I'm calling because I had a member call earlier today to get their dental card mailed to them.
[CUSTOMER][NEUTRAL] Um, however, it looks like our system that we use, which is APL to download the cards, it's currently down we've been trying to download them and it's either taking too long or not downloading at all, um, for my case it's not downloading and I'm only able to provide their policy number but I was wondering if you guys could send that to the member or send it to us.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I sure can. Yes, ma'am. Um, do you happen to have that policy number?
[CUSTOMER][NEUTRAL] Yes, give me one second. Let me pull her up real quick. I'm sorry, I should have done this before I called.
[AGENT][NEUTRAL] And you say it's been doing that.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][POSITIVE] I'm, I'm sorry?
[AGENT][NEUTRAL] You've just, you've been having trouble today with it?
[CUSTOMER][NEUTRAL] Yes, it's been I know since I got here at [PII] um I had a card that I was gonna check to see if I could go ahead and send it to the member but it was taking very long to download and then my other coworkers kind of brought up the fact that the.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] The page is not letting them download the cards or that it's taking very long but I know in my case it hasn't allowed me to download the cards so I just been providing the policy number but I know this number does want like their dental card.
[AGENT][NEUTRAL] OK, and I will report that, you know, um, oh, I hate that. I'm sorry about that, but I will report that and just.
[CUSTOMER][NEUTRAL] Yeah, and it just started today, but it's been since the morning. I know since I got here at [PII].
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEGATIVE] Oh, that's most of the day. That's not good. I will report that though.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Oh thank you so much and I'm sorry it's still loading.
[CUSTOMER][NEGATIVE] Give me one second, I'm waiting for it to load. I should have done this when I before I call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] OK, load and then 5139.
[CUSTOMER][NEUTRAL] OK. So, for their dental, I have policy number. Are you ready?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 25 966.
[CUSTOMER][NEUTRAL] 574.
[AGENT][NEUTRAL] OK OK.
[AGENT][NEUTRAL] Um, is it [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Let me just see.
[AGENT][NEUTRAL] Make sure it will pull up for me.
[CUSTOMER][NEUTRAL] Oh, it actually download already but I don't know if you could still report that because I'm not sure if it's gonna keep doing it just in case because it finally did download just now but it was giving me trouble earlier.
[AGENT][NEUTRAL] Uh, yes, I sure will.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, I will definitely report that. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, well I guess it downloaded. I'm sorry, but if you could please just let them know.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] No
[AGENT][POSITIVE] Yes, I sure will. Absolutely, yes, ma'am.
[CUSTOMER][POSITIVE] All right, thank you so much. I hope you have a good day.
[AGENT][POSITIVE] All right. You too. Thank you.