AccountId: 011433970860
ContactId: 9bc1d04e-484d-4d80-86e6-4229ad63e523
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 548179 ms
Total Talk Time (AGENT): 121373 ms
Total Talk Time (CUSTOMER): 110860 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/9bc1d04e-484d-4d80-86e6-4229ad63e523_20250430T14:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was telling her.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh yes ma'am, uh, I, I should have got my APL card already and I haven't gotten it yet.
[AGENT][NEUTRAL] OK, may I have your last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Well, it's getting hot in here now.
[AGENT][NEUTRAL] OK, and what, and what company do you work for, sir, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, Wagner County.
[CUSTOMER][NEUTRAL] Wagner County District 2.
[AGENT][NEUTRAL] What is your callback number if we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. That's my office.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, still trying to look.
[CUSTOMER][NEUTRAL] I'm Wagner County commissioner so.
[AGENT][NEUTRAL] OK, I'm still trying to find you in our system. One moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It should have went into effect [PII].
[CUSTOMER][NEUTRAL] My first deputy didn't get his either but he got his call and got his straightened out so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They give him a temporary emailed him a temporary until they get a hard card I guess.
[AGENT][NEUTRAL] OK, one moment. You said your name is [PII]
[CUSTOMER][NEUTRAL] Uh huh. [PII]. Yes, [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] County.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Victory.
[AGENT][NEUTRAL] May I place you on hold, Mr. [PII], please?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Thank you, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Cancellation.
[AGENT][NEUTRAL] Thank you for your patience with me, Mr. [PII]. I'm still trying to locate your, I'm sorry, I'm still trying to locate your policy in our system.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Do you have your, do you have your group number? I just wanna verify the group number if you have it.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Uh, the group number should be 24542.
[AGENT][NEUTRAL] OK, 542. OK, that's what I have. You said it's supposed in effective [PII]. OK, so I was looking, you're trying to look you up by name and I spell your last name is [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] EPS OK.
[AGENT][NEUTRAL] Hey [PII], let me see see you [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] I'm gonna ask if you would bear with me again please Mr. [PII] you're so nice thank you sir one moment.
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] You're fine. You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Good morning [PII]. Hi, this is [PII] in the claims department. I have an insured on the line, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He does not have a policy number, but he's with Wagner County. He stated that his policy should have been active as of [PII].
[AGENT][NEUTRAL] Um, and I did not show him in our system.
[CUSTOMER][NEUTRAL] Um, and he is with the group.
[AGENT][NEUTRAL] Yes, group number is 24542.
[CUSTOMER][NEUTRAL] 24542.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, if his policy should have been active on a different date, um, he will have to refer to the, um, HR department so we can have it changed if we're not showing his policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so he needs to.
[CUSTOMER][NEUTRAL] What was his name?
[AGENT][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, no, I don't see anything for him. Um, you can go ahead and send him over.
[AGENT][NEUTRAL] OK, just call back number is [PII]. Thank you. One moment, [PII].
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you. I have [PII] on the line she's going to assist you further, OK?
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][POSITIVE] OK, yes sir, thank you and you have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Bye bye.