AccountId: 011433970860
ContactId: ada34a72-71c2-464a-9b3d-ee4e4d360656
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229539 ms
Total Talk Time (AGENT): 83696 ms
Total Talk Time (CUSTOMER): 69394 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/ada34a72-71c2-464a-9b3d-ee4e4d360656_20250514T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hey, how you doing, ma'am?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][POSITIVE] I'm doing great um I was calling to see if you guys can send me uh.
[CUSTOMER][NEGATIVE] Uh, my, uh, policy, uh, my member ID card or whatever I need, um, I think I got said before but I never received it.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Sure, OK, yeah, I can send an ID card to you. um, what was your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm so sorry, uh, it's a little bit quiet. Could you repeat that?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], OK, and [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] 864
[CUSTOMER][NEUTRAL] 344
[CUSTOMER][NEUTRAL] 2669.
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][POSITIVE] OK, I appreciate it and anything else alright. Oh, yes, ma'am. I, yes ma'am, I do, um, it's uh 002.
[CUSTOMER][NEUTRAL] 455.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 321
[CUSTOMER][NEUTRAL] 01.
[AGENT][NEUTRAL] OK, and then just gonna verify some information really quick, uh, Char, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Uh, should be [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got all for you. It looks like that is a Gmail account.
[CUSTOMER][NEUTRAL] Uh, said Gmail or email?
[AGENT][NEUTRAL] Yes sir, uh, the email address that we have is a Gmail if you wouldn't mind verifying that.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh yeah, it's uh it should be my [PII] [PII].
[AGENT][NEUTRAL] That's it thank you so much for verifying all of that information. OK, so I unfortunately I'm unable to view any of uh your ID card information or anything like that that is handled through, uh, they're called Web TA and whenever you're ready I can give you their phone number and I can transfer you to them if you'd like.
[CUSTOMER][NEUTRAL] OK, um, phone number, yeah, you go ahead.
[AGENT][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, and if you were to call that number, you would, uh, select option 3 to speak with them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, did you want me to go ahead and transfer you now?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][POSITIVE] Alright, I'm just gonna put you on a brief hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yes, ma'am, me too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Welcome to Web TPA.