AccountId: 011433970860
ContactId: ab208a65-7f79-42a1-b31e-634b63a0723e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333760 ms
Total Talk Time (AGENT): 94101 ms
Total Talk Time (CUSTOMER): 147923 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/ab208a65-7f79-42a1-b31e-634b63a0723e_20250218T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, you guys send me a blank card without my name on it. You need to put my name on the card, and you need to put my name on the mail you sent me.
[AGENT][NEUTRAL] Yeah, I apologize for that, ma'am. Um, first, could I get your name and a good callback number just in case we're disconnected so I can pull you up in our system.
[CUSTOMER][NEUTRAL] You, you cannot.
[CUSTOMER][NEUTRAL] Well, my name is [PII]
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] Thank you. Now, can I get your policy number and if you don't have that, I could look it up by your social.
[CUSTOMER][NEUTRAL] I, I don't have it right now. I'm not home.
[CUSTOMER][NEGATIVE] You guys are the ones that send me the cards without my name on it, so you should have that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, I could pull it up by your social.
[AGENT][NEUTRAL] And if you don't wanna give me your social, you can give me your name and date of birth and I can look you up that way.
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Last name [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] And what's your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Spell your last name one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your first name, please spell that?
[CUSTOMER][NEUTRAL] [PII], I spelled this twice today. [PII]
[CUSTOMER][NEUTRAL] Is there a problem?
[AGENT][NEUTRAL] Yeah, I'm not pulling you up in our system for some reason.
[CUSTOMER][NEUTRAL] OK, I, one second please.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The ID is 021.
[AGENT][NEUTRAL] OK, one moment. 021. OK.
[CUSTOMER][NEUTRAL] 383877
[CUSTOMER][NEUTRAL] 4 ML 7.
[CUSTOMER][NEGATIVE] You send me a card, you send me a card, so I do have insurance. You guys are the ones that messed up, not me.
[AGENT][NEUTRAL] Give me the number one more time, please.
[CUSTOMER][NEUTRAL] what?
[CUSTOMER][NEUTRAL] Ma'am, I have to look for my phone. I mean, why is this such a problem?
[AGENT][NEUTRAL] Well, the number you gave me, it was actually too many digits. Could you please give me the number one more time?
[CUSTOMER][NEUTRAL] So again, the card that I got, this is what it said, what I just read you.
[AGENT][NEUTRAL] Could I get it one more time, please?
[CUSTOMER][NEUTRAL] 02138774 ML 7
[CUSTOMER][NEUTRAL] Ma'am, this is not my problem. This is your company's problem that you have no problem you have a problem.
[CUSTOMER][NEUTRAL] Pulling it up.
[AGENT][NEUTRAL] OK. I found you in our system. Please verify your date of birth.
[CUSTOMER][NEUTRAL] I just verified that how many times do I have to verify my name and date of birth? I told you my date of birth. Why do I? [PII]. Keep asking the same questions over and over again.
[AGENT][NEUTRAL] Because I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And please verify your mailing address.
[CUSTOMER][NEUTRAL] [PII], and now it has to say [PII].
[AGENT][NEUTRAL] And please verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, ma'am. I found you in our system. I'll send a request to have a card mailed to you to ensure that they put your correct name and um information on the card and it
[CUSTOMER][NEGATIVE] It's not, it's not correct name, man. It needs to have a name on it. There was no name on the card. No one is gonna take a card without a name on it.
[AGENT][NEUTRAL] Right, I'm not sure what happened cause normally cards go out with the name on it, but I'll send a request to my.
[CUSTOMER][NEUTRAL] I don't need to say my name. I don't need to say my name when you send it to me because it was blank and the card was blank.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It's an individual. That's not an acceptable card.
[AGENT][POSITIVE] Right. I understand, ma'am, and I apologize for that. And I'm, I've sent the request to have another card mailed to you and I'll put a note to ensure that the name is placed on there. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] OK, thank you. Thank you. Have a good day. You.
[AGENT][POSITIVE] You do fine. Thank you for calling IPA. Bye.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Bye bye.