AccountId: 011433970860
ContactId: a9e23523-f5f7-40df-89a2-e71eeabe0555
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109349 ms
Total Talk Time (AGENT): 43167 ms
Total Talk Time (CUSTOMER): 44870 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/a9e23523-f5f7-40df-89a2-e71eeabe0555_20250604T19:01_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, yes, how are you? My name is [PII] calling with World Insurance. Um, I know APL recently updated their portal. I need a member's ID card if you're able to help me get that.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure, hold on just one second, let me get over here.
[AGENT][NEUTRAL] What is the group number?
[AGENT][NEUTRAL] For the group, or do you have their policy number? OK.
[CUSTOMER][NEUTRAL] Group number is.
[CUSTOMER][NEGATIVE] Yeah, I do just my computer is so slow.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Um, let's see here.
[CUSTOMER][NEUTRAL] And that policy number is 21152.
[AGENT][NEUTRAL] number, OK, just one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 31152.
[AGENT][NEUTRAL] Family Resource Center and what's the name of the employee?
[CUSTOMER][NEUTRAL] Employee last name is [PII]
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] First name [PII].
[AGENT][NEUTRAL] she is 160 for her med link. OK, yes, I have that. Where do you want me to send the card?
[AGENT][NEUTRAL] I can email it to you.
[CUSTOMER][NEUTRAL] Mm that's gonna be.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] [PII]. That's easy. OK, I'll get that to you in just a few, few seconds. I gotta download it and read it. I'll send it over. You're most welcome. Have a great day. You're most welcome. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] You got it.
[CUSTOMER][POSITIVE] Appreciate it mhm bye you too bye.