AccountId: 011433970860
ContactId: 79d8f318-fad0-4aec-b4c3-f5b366fc756d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202229 ms
Total Talk Time (AGENT): 81022 ms
Total Talk Time (CUSTOMER): 68242 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/79d8f318-fad0-4aec-b4c3-f5b366fc756d_20250319T15:35_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Benefits VIP. I'm reaching out on behalf of an employee, [PII]. Um, she was calling in stating that she hasn't received any ID cards for the APL gap coverage. I wasn't sure if she was to receive a separate card, but I wanted to reach out and see if so, if I can get a new card sent out to her.
[AGENT][NEUTRAL] OK, yeah. Do you have the group number that she's associated with?
[CUSTOMER][NEUTRAL] Yes, so that is gonna be.
[CUSTOMER][NEUTRAL] For the APL.
[CUSTOMER][NEUTRAL] It looks like it says pending for the group number for us, so I'm not sure if you guys provided us with that.
[AGENT][NEUTRAL] OK, yeah, we want if we, hm, OK, hang on, then I need to make sure the group is set up. What's the name of the employer group?
[CUSTOMER][POSITIVE] Yes, I'll spell it out for you. C E L S I U S.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] US Celsius incorporated Florida 26826863 is the group number. Let me pull up over here.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is the name of the employee?
[CUSTOMER][NEUTRAL] [PII]. Last name [PII]
[AGENT][NEUTRAL] That's way.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Go in order. There we go.
[AGENT][NEUTRAL] Oh she has [PII].
[AGENT][NEUTRAL] She is active. Let me see if her ID cards are here. Hang on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If they are, I can um email a temporary card to you and then she can, I can um have one mailed to her as well.
[AGENT][NEUTRAL] If you want, if you'd like, once I get my system to pull up, OK, give me just a second, I'm trying to get my little system to pull up so I can see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, perfect.
[AGENT][NEUTRAL] Finally, OK, let's see my pension, uh, information.
[AGENT][NEUTRAL] OK, yes, I do have an ID card that I can email. Where do you want me to send that?
[CUSTOMER][NEUTRAL] OK, you can send it to her at [PII]. So that's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, tell her I will be sending over to here in just a few minutes and I'll also have a a actual card mailed to her as well. Alright, was there anything else?
[CUSTOMER][POSITIVE] OK, perfect. Yes. No, that was all. Thank you so much.
[AGENT][POSITIVE] You're most welcome. You have a great day. Thanks for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.