AccountId: 011433970860
ContactId: 9ead88bd-47e5-4101-b36c-13dcd704c077
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219869 ms
Total Talk Time (AGENT): 46510 ms
Total Talk Time (CUSTOMER): 114041 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/9ead88bd-47e5-4101-b36c-13dcd704c077_20250418T15:26_UTC.wav
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[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] APL this is [PII].
[CUSTOMER][NEUTRAL] Yeah, hey [PII], this is [PII], could you, um, I'm looking for an ID card for an employee, um, with boardroom communications.
[CUSTOMER][NEUTRAL] Boardroom communications.
[AGENT][NEUTRAL] Do you have their um group number?
[CUSTOMER][NEUTRAL] Um, I could go try to look it up.
[CUSTOMER][NEUTRAL] Uh I really don't know group numbers. I just know names.
[CUSTOMER][NEUTRAL] You could look them up under boardroom communications or boardroom PR 16783.
[AGENT][POSITIVE] Thank
[CUSTOMER][NEUTRAL] 167 83.
[CUSTOMER][NEUTRAL] So we have an employee that came on not too long ago. Her last name is [PII], [PII] First name is uh [PII].
[CUSTOMER][NEUTRAL] And I just, uh, I was able to get ID cards from everybody but APLs uh she hasn't seen that one, she said.
[AGENT][NEUTRAL] And your name is [PII], correct, and we're calling.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You find the group?
[AGENT][NEUTRAL] Uh, yes, I show her policy is active 51, so I'm pretty sure that's why she hasn't got a card yet. Um, let me see.
[CUSTOMER][NEUTRAL] Is that something you can generate and and send to me?
[AGENT][NEUTRAL] I would, you would send it to me in email and I would send it to the department that does that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Let's do that, make it easy, all right, so um I'm gonna send that over to the [PII] team.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, and uh [PII] O A R D R 00 M boardroom communications.
[CUSTOMER][NEUTRAL] OK, and we'll say uh [PII], what is, what was her name? [PII]
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] Um, I even have the policy number too if you want to include that.
[CUSTOMER][NEUTRAL] OK. I'm just gonna say, please.
[CUSTOMER][NEUTRAL] Send
[CUSTOMER][NEUTRAL] It and
[CUSTOMER][NEUTRAL] The insured
[CUSTOMER][NEUTRAL] [PII] And what's her number?
[AGENT][NEUTRAL] The sorry, the policy number is gonna be 02598467.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Please send the insured [PII] an APL ID card.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Also,
[CUSTOMER][NEUTRAL] Please
[CUSTOMER][NEUTRAL] Email me a copy.
[CUSTOMER][NEUTRAL] In the meantime, OK.
[AGENT][POSITIVE] You're amazing. Thank you. I'll get that request.
[CUSTOMER][POSITIVE] OK, you got it well have a great day thank you.
[AGENT][POSITIVE] You too, thanks.
[CUSTOMER][NEUTRAL] Bye bye.