AccountId: 011433970860
ContactId: 7e965bbe-6b49-4d71-a709-9f343eea3a14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251850 ms
Total Talk Time (AGENT): 131280 ms
Total Talk Time (CUSTOMER): 138702 ms
Interruptions: 3
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/7e965bbe-6b49-4d71-a709-9f343eea3a14_20250106T17:58_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'll be
[CUSTOMER][NEUTRAL] Uh, yes. Um, I have requested a, uh, new card and I have not received one yet.
[AGENT][POSITIVE] I'll be happy to check on that for you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Is that the group number?
[AGENT][NEUTRAL] The policy certificate number could be at the bottom under the outpatient or inpatient benefit certificate number.
[CUSTOMER][NEUTRAL] OK, I think this, this is our new 1 02573322.
[AGENT][NEUTRAL] Thank you and what is your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and what is your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And can you verify your email and phone number?
[CUSTOMER][NEUTRAL] Uh, yeah, the phone number is [PII] and the email is, I don't know which one I have on record there, I have, uh, [PII] or [PII]. I don't remember which one.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's, that's the one we have on file. Would you like for us to change that or is that your preferred email?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's fine. That's, that's leave it as is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what I can do, Miss [PII], is I can email you a copy of your new card, or if you go online, do you have an an account on our portal?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I haven't opened one yet.
[AGENT][NEUTRAL] OK, cause that can be.
[CUSTOMER][NEUTRAL] But I, I'd like to get a, a live card though. Can I get one? Can you mail me one?
[AGENT][NEUTRAL] I'm gonna put in that request right now for you to mail that card, bear with me just one second.
[CUSTOMER][NEUTRAL] Please, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I just put in that request that they mail you a copy of your card to your home address that you verified. Would you like
[CUSTOMER][NEUTRAL] OK, and you're emailing me and you're emailing mailing me also?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I can do that as well. Give me just one moment and I'll do that for you. To the [PII] email.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] That's perfect. That's my work number email. I'm sorry.
[AGENT][NEUTRAL] Hey, it's Monday and I don't.
[CUSTOMER][NEUTRAL] So many emails, so many hits Monday.
[AGENT][NEUTRAL] I know, right? It's Monday and I don't know if you've gotten hit yet, but I know you will with the cold air.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Uh, we will, they said by Wednesday, let's see.
[CUSTOMER][NEUTRAL] What state are you in?
[AGENT][NEUTRAL] It is. I'm in [PII], but it is cold.
[CUSTOMER][NEUTRAL] It's cold, really? Yeah, we're expecting the 40, so for us for [PII], that's cold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's cold.
[CUSTOMER][NEUTRAL] Yeah, we're, we're like summers are 100 degrees, so we've had a rough summer, so 40 is, is cold.
[AGENT][NEUTRAL] I know.
[AGENT][POSITIVE] It is very cold and I love [PII], so.
[CUSTOMER][NEGATIVE] I don't know, it's too hot. We all wish we had more cold, but then again, you know, it's very hard to go out and work when it's 30 degrees and snowing. I bet it's hard, very hard. Mhm.
[AGENT][POSITIVE] Oh my gosh, yeah.
[AGENT][NEUTRAL] OK, so I'm going to um.
[AGENT][NEUTRAL] Send you an email with the ID card attached and also that states that your ID cards have been ordered so you'll know what they they ordered as well.
[CUSTOMER][NEUTRAL] Email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, perfect. Thank you very much.
[AGENT][POSITIVE] It's been such a pleasure to assist you. Now, once you create that login and password, you can also click on your policy certificate and view benefits covered by your plan as well.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. I will do that then. OK.
[AGENT][POSITIVE] All right. Well, it's been such a pleasure to assist you, Ms. [PII]. Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that is it. Thank you very much. Have a nice day and stay warm.
[AGENT][POSITIVE] Oh, I hope you stay warm as well, Ms. [PII]. Thank you for calling APL and have a nice day. You too. Bye-bye.
[CUSTOMER][POSITIVE] All righty. Take care. Bye-bye.