AccountId: 011433970860
ContactId: 9229c3b4-01a5-42a3-9c2e-cd31b3bc3b93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191639 ms
Total Talk Time (AGENT): 62253 ms
Total Talk Time (CUSTOMER): 90823 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/9229c3b4-01a5-42a3-9c2e-cd31b3bc3b93_20250221T20:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon, Ms. [PII]. Um, my name is [PII], and I work at the Wagner County Jail in [PII] here. And, um, I, I understand that we got new cards this year for our, our benefit. I didn't receive my card and I'm needing to go to the doctor today. I was wondering if there is any way that you could
[CUSTOMER][NEUTRAL] Uh, email me a copy or text me a copy of my card so I can go and then if you could also send me one in the mail.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I can definitely look into the ID cards for you. And [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] OK, my phone number is [PII] and policy number um this is from my card from last year. I hope that'll still be the right 1 02302301164.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] Alright, and I have you here and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, um, my date of birth is [PII]. And what else did you want? My mailing address?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, I do you have, do you have my PO box or my home address?
[AGENT][NEGATIVE] This is oops, hold on one moment, it just messed up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is a physical address.
[CUSTOMER][NEUTRAL] OK, [PII] and the zip is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment. Let me look at the group.
[CUSTOMER][NEUTRAL] You need the group number 2?
[AGENT][NEUTRAL] No, no, I have it, so the group.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] Mailing 9, I got it. OK. So I have a copy here and I can go ahead and email it to you, and then I'll go ahead and put a request to have the um ID cards mailed to your home address as well.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Oh, and I didn't give you my my email. It's [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] And let me get the most recent card. Alrighty, well, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] Alright, very good.
[CUSTOMER][POSITIVE] No, that'll do it thank you so much.
[AGENT][POSITIVE] You're very welcome. Well, thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] And