AccountId: 011433970860
ContactId: 80be1f91-8870-47c8-964e-24831fdf4140
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475940 ms
Total Talk Time (AGENT): 202014 ms
Total Talk Time (CUSTOMER): 158693 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/80be1f91-8870-47c8-964e-24831fdf4140_20250417T18:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Hi, I'm calling on group number 21574.
[CUSTOMER][NEUTRAL] I was just speaking to a crispy.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] She let me know, she gave me her direct line, I left her a message, but, you know, she let me know that, oh, you know, the group didn't get their ID cards, um, and she let me know the address they went out to, and she's gonna resend them. I guess she sent them directly to the group, but the address she gave me, I it sounds like from her what she left on the voicemail is incorrect. So,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what, um, what was the email or not email address, what was the physical address she gave you?
[CUSTOMER][NEUTRAL] 12
[CUSTOMER][NEUTRAL] The physical address she gave me was 1, let me look at my phone again. I think it was [PII].
[AGENT][POSITIVE] OK, yes, that's the one that we have for the the group, um, perfect, yeah, yeah.
[CUSTOMER][NEUTRAL] That was just
[CUSTOMER][NEUTRAL] Yeah, we need to change that, especially before the parts come out now.
[CUSTOMER][NEUTRAL] I, I, I don't, I think you guys because they switched plans and they also have another plan with you, you must have the correct address because I think they've gotten stuff from you in the past, but the, the, the street number is [PII] so it's.
[CUSTOMER][NEUTRAL] 5 digits [PII].
[AGENT][NEUTRAL] Yeah yeah, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, everything else is the same. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, she might have just misspoke it. That's what we have as the physical address is [PII].
[CUSTOMER][NEUTRAL] Yeah, I mean, you could say [PII]. I mean, it's the same zip code. I mean, if you want to change it to [PII], I mean, I don't know, maybe if that's why, but I mean, that zip code is, I mean, the city is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it [PII]
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you said that the city needs to be changed to [PII]?
[CUSTOMER][NEUTRAL] Yeah, you can change it. Maybe that's why I mean I don't, I mean, I mean.
[CUSTOMER][NEUTRAL] Uh, I doubt it because it's a zip code, but I mean it is more [PII] than it is my, you know, I mean [PII], you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] How do you, how do you by chance spell [PII]?
[CUSTOMER][NEUTRAL] Sure. [PII]
[AGENT][NEUTRAL] OK perfect um we can have that updated so was the issue that they were already sent out and um no one got them or you guys were just being proactive and wanted to make sure the address was correct?
[CUSTOMER][NEGATIVE] Yeah, then no, no, nobody, she said they all the cards went to the physical address of the company and nobody and they never got them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me put you on hold for a brief moment, OK?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], how do I see when it the um
[AGENT][NEUTRAL] The, the, the ID cards have gone out.
[AGENT][NEUTRAL] Be
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so they were like no one has gotten the um uh renewal card or the um cards and I'm curious if it's like the gap ones that just don't go out.
[AGENT][POSITIVE] You're good.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] The.
[AGENT][POSITIVE] They just renewed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the action
[AGENT][NEUTRAL] They
[AGENT][NEUTRAL] Shall I go back to someone else?
[AGENT][NEUTRAL] Because
[AGENT][NEUTRAL] Change them to.
[AGENT][NEUTRAL] The effective date [PII], so everybody.
[AGENT][NEUTRAL] ID card.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, so they were just saying that I guess it already went out and I guess they talked to [PII] and [PII] said it already went out but they didn't get it and so they wanna make sure the address is correct.
[AGENT][NEUTRAL] Yes, which is the same thing. Like it's technically maybe more my um [PII] than [PII], but they're like we've got stuff from you before, so I don't know why we didn't get the stuff, the cards.
[AGENT][NEUTRAL] It should also be
[AGENT][NEUTRAL] And so where, where does it show that we sent him out? Oh, OK, from that, OK.
[AGENT][NEUTRAL] It shows that the last 30 OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So they haven't sent them out yet OK.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Yeah I'm still here mhm.
[AGENT][NEUTRAL] OK perfect um I don't believe the cards have gone out yet just yet um I did a little work but I am definitely going to request that they do go out today or just not today but I'm gonna submit the request today um and then I'll make sure that we have it the address changed from [PII] to [PII].
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] OK, yeah, maybe that's why they didn't get him. I mean, that's the only thing I can think of, but.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, they, they have, I don't think they've sent it out, yeah, yeah.
[CUSTOMER][NEUTRAL] It should uh we should have worked for [PII], but.
[CUSTOMER][NEUTRAL] Yeah, yeah, um, hold on, let me make sure, you know, let me just check something with her if you want. Hold on a second.
[AGENT][POSITIVE] OK, yeah, absolutely.
[CUSTOMER][NEUTRAL] You have um [PII] you said right?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] And then it was [PII], but now we're changing it to [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] That can't explain what I call he's having any slaughter to pass that.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um what you doing?
[CUSTOMER][NEUTRAL] How does it do?
[CUSTOMER][POSITIVE] OK, that's good.
[CUSTOMER][NEGATIVE] I, yeah, I'm just, I'm over here plugging away. I mean, it was the worst feeling to go outside and see that the truck wasn't there like literally got parked behind where [PII] always parks every time, OK.
[CUSTOMER][MIXED] No, I immediately knew that so because I, alright, I appreciate it. Just honestly bullshit because I've heard exactly where it's part of health.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK perfect sounds good.
[AGENT][POSITIVE] Have a good day.
[AGENT][NEUTRAL] Bye bye.