AccountId: 011433970860
ContactId: ae8aa772-3387-49ae-9c27-96eaf2344595
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238720 ms
Total Talk Time (AGENT): 82112 ms
Total Talk Time (CUSTOMER): 62367 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/ae8aa772-3387-49ae-9c27-96eaf2344595_20250227T16:45_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to get a uh a copy of my, my card, the, uh, the benefit card.
[CUSTOMER][NEGATIVE] I never received a copy or never received one in the mail actually.
[AGENT][NEUTRAL] OK, I can help you with that. um, let's see, can I get your name?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] OK. Hold on just a moment. Let me see if I can find that.
[AGENT][NEUTRAL] And is that [PII]
[AGENT][NEUTRAL] I guess [PII]
[CUSTOMER][NEUTRAL] Yeah [PII]
[AGENT][NEUTRAL] I was thinking [PII] could be with the.
[CUSTOMER][NEUTRAL] Yeah, yep, that's it.
[AGENT][NEUTRAL] OK. Let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you mind verifying your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you mind verifying your address, phone number, and email address to make sure we still have current information.
[CUSTOMER][NEUTRAL] Sure, my address is [PII].
[CUSTOMER][NEUTRAL] My email is [PII], my last name so it's [PII]. And what else did you ask me for?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, phone number.
[CUSTOMER][NEUTRAL] Phone number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for verifying and you you're needing new cards, is that correct?
[CUSTOMER][NEGATIVE] Yeah, my card, the one I, well, I only have a picture of one, and that was from 22, so I called before and they said they're gonna put one in the mail and never did.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Oh, I'm sorry to hear that. um.
[AGENT][NEUTRAL] Let's see, I do have that ordered for you. Um, you should get it in the mail in 5 to 10 business days. Let me see.
[CUSTOMER][NEUTRAL] Now is there any way?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You can email me a picture of it?
[AGENT][NEUTRAL] I sure can, um, let's see.
[CUSTOMER][NEUTRAL] Yeah, they
[AGENT][POSITIVE] Pull it up real quick while I have you on the phone and I'll get that right to you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] 248,370.
[AGENT][NEUTRAL] OK. And that's
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I have that up in an email to you. The subject line is APL cards.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] And I will also get some order to mail to you as well. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh, you're the
[CUSTOMER][POSITIVE] No, that'll do it. You've been so helpful. Thank you so much.
[AGENT][POSITIVE] Alright. Well, thank you for calling APL. You have a wonderful day, Mr. [PII].
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you.