AccountId: 011433970860
ContactId: 9059134b-b7cb-4b0a-821d-a84b96853892
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224330 ms
Total Talk Time (AGENT): 85926 ms
Total Talk Time (CUSTOMER): 65981 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/9059134b-b7cb-4b0a-821d-a84b96853892_20250606T20:55_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII]. Um, I was just calling because I haven't received my member ID card yet and I was trying to gain some access online with my social and it keeps giving me an error message.
[AGENT][NEUTRAL] OK, let's take a look. Do you by chance have a policy number or no?
[CUSTOMER][NEUTRAL] I don't. I haven't received it in the mail yet, but um, I'm creating my online access online. I was using my social my social and it kept giving me an error message to call and follow up with you guys.
[AGENT][NEUTRAL] What is your social?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you and then what would be the address that we should have on file?
[CUSTOMER][NEUTRAL] Um, it should be my new address. It's gonna be [PII]. That's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yep, that's what we have. OK, part of the problem with this is you don't have an email on here so I need to add an email.
[CUSTOMER][NEUTRAL] OK, perfect, yes, um, it's gonna be [PII] it's gonna be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just to confirm, I have [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Just want to make sure.
[AGENT][NEUTRAL] OK, I will go ahead and email you a card just so you have it, um, but let me get.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's updated.
[AGENT][NEUTRAL] All right [PII], I don't know if you're by your computer, but if you wanna try again while I'm on the phone, I'm happy to wait. It should let you in now though um everything has to match and since you didn't have an email it was definitely an issue because it was not there was an unable to match it to anything, you know, so it should it should work.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, yeah, I am near a computer, so I'm gonna go ahead and give that a try now. Let me see here.
[CUSTOMER][POSITIVE] OK perfect yeah I actually was able to set it up.
[AGENT][NEUTRAL] OK, great. And then you should have the card on its way to your email. Do you wanna take down the policy number or do you have it there? You're good?
[CUSTOMER][NEUTRAL] Um, yeah, I'll take it down just in case.
[AGENT][NEUTRAL] OK, so your policy number is going to be 02637812.
[CUSTOMER][POSITIVE] 12. OK, perfect. Thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome have a good day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][NEUTRAL] Alright bye.