AccountId: 011433970860
ContactId: 795e2279-4c5b-4133-b895-396eb354c28a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438410 ms
Total Talk Time (AGENT): 115447 ms
Total Talk Time (CUSTOMER): 192104 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/795e2279-4c5b-4133-b895-396eb354c28a_20250107T18:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Please speak with the city of [PII] in [PII]. I cannot locate my APL card and my son has to have an MRI this Friday. How can I get a new card?
[AGENT][NEUTRAL] OK, I can assist you. Perhaps email it to you. Let me get your name again and your policy number and I can pull up your file and get you verified and proceed from there.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah OK.
[CUSTOMER][NEUTRAL] Oh, I
[CUSTOMER][NEUTRAL] Well, I don't have my card so I don't know my policy number.
[AGENT][POSITIVE] Oh, that's right. I'm sorry.
[CUSTOMER][NEUTRAL] I, I could tell you I can give you anything else, uh, uh, my name is [PII] and uh the.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. [PII] and then [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am. It might be [PII] on that card. I'm not really sure what they put on there. I don't remember.
[AGENT][NEUTRAL] And what
[AGENT][NEUTRAL] OK, give me a second, let me try to search it by your name.
[CUSTOMER][NEUTRAL] OK, and you in the city of [PII].
[CUSTOMER][NEUTRAL] We're gonna end up
[AGENT][NEUTRAL] And what type of policy do you have, [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it the supplemental it's um.
[AGENT][NEUTRAL] OK, the meddling policy?
[CUSTOMER][NEUTRAL] Pardon me?
[AGENT][NEUTRAL] Is it a Metlink policy, the supplemental gap policy?
[CUSTOMER][NEUTRAL] As a supplemental like for the um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Or um.
[CUSTOMER][NEGATIVE] Gosh, I can't even think right now I'm so nervous, um.
[AGENT][NEUTRAL] Did you say you live in [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII], I work for the city of [PII]. Yes, police department, yes.
[AGENT][NEUTRAL] OK, give me your complete mailing address, please.
[CUSTOMER][NEUTRAL] My personal one is my personal one is [PII].
[AGENT][NEUTRAL] OK, thank you. And what's your date of birth, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your email address on file?
[CUSTOMER][NEUTRAL] It should, uh, it should be [PII], um, let me see, we had, we, we were, we had to go to a .gov. Uh, it should be, is it my would be if it's my work on it, yeah, OK, it'd be, it would be [PII].
[AGENT][NEUTRAL] Looks like a work email maybe mhm.
[AGENT][NEUTRAL] I I show [PII] [PII], so do we need to update it?
[CUSTOMER][NEUTRAL] OK, well, that, yeah, yeah, we can update it. Yeah, we had to update to a to a [PII], yes ma'am.
[AGENT][NEUTRAL] OK, so let me go there now and I'll update that.
[CUSTOMER][POSITIVE] I just got my son on my mind at the same time. I'm sorry I gotta have an MRI done and I'm sorry.
[AGENT][POSITIVE] I totally get it.
[AGENT][NEUTRAL] Yeah, [PII] [PII]. Did you say [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, it's, it's, um, it's no, it's not the old one was [PII] the um, the new one is [PII] [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes ma'am mhm yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So [PII] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, so we do have that updated.
[CUSTOMER][POSITIVE] OK great.
[AGENT][NEUTRAL] And then you're requesting a copy of your identification card. Let me get that for you one moment.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I guess I can just print that out and laminate that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And what's your dependent son's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That should probably be on there. I'm sure it's already on there, yeah.
[AGENT][NEUTRAL] I am preparing the documents.
[AGENT][NEUTRAL] All right. I just emailed that over to you, uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give it a few minutes. It's coming from [PII].
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] It always seems like when you sit here waiting for an email it doesn't come for a while it always seems.
[AGENT][NEUTRAL] [PII], what's a good phone number for you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, my work one is uh [PII].
[CUSTOMER][NEUTRAL] [PII] are my cell.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you repeat yourself?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] [PII]. Thank you.
[CUSTOMER][POSITIVE] And I just got it, yes ma'am, and I just got it, it just came through. OK, got it, uh, yeah.
[AGENT][NEUTRAL] You make sure you're able to.
[AGENT][NEUTRAL] Open the document.
[CUSTOMER][NEUTRAL] Yeah, yeah, I got it. I, it shows it's got a copy of two cards.
[AGENT][NEUTRAL] OK, so was that sufficient?
[CUSTOMER][POSITIVE] So I, yes ma'am so I can just give one of them to him and one to me great.
[AGENT][NEUTRAL] Were there 2 cards attached?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Oh, there is, there is.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] There is, I, yeah, it's all one document. OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, so I'll just cut those and laminate them so.
[CUSTOMER][POSITIVE] I appreciate it. Thank you so much.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You're welcome, Mr. [PII]. Did you have any other questions for me today?
[CUSTOMER][NEUTRAL] No, no, will they send me a hard card I just use these?
[AGENT][NEUTRAL] Well I'm surprised you have not received one. you can also download the card from our online service center as well.
[CUSTOMER][NEUTRAL] Mhm, yeah, I'll go in right now um I'll just get these printed printed out and laminated and then uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I'll worry about getting a hard card later.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you ma'am.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.