AccountId: 011433970860
ContactId: b5cbd83c-2aac-4991-bf08-a6f52daf6e9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 488760 ms
Total Talk Time (AGENT): 172163 ms
Total Talk Time (CUSTOMER): 148711 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/b5cbd83c-2aac-4991-bf08-a6f52daf6e9d_20250402T16:03_UTC.wav
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[CUSTOMER][NEUTRAL] My son work at the I.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Good morning, [PII], this is [PII].
[CUSTOMER][NEUTRAL] Um, I'm calling regarding my APL ID card. I know if you can help me.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yes, I can help you with your ID card, Ms. [PII]. Can I please get your uh call back number please, just real quick in case our call gets dropped, I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] I don't know, cause this is new, it's just started um yesterday, [PII].
[CUSTOMER][NEUTRAL] And I get an appointment, a medical appointment tomorrow at the hospital, so I need it.
[AGENT][NEUTRAL] OK. OK. I can help you with that. Uh, can you please give me your social, and that will pull in your policy for me.
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Let me look that up real quick.
[AGENT][NEUTRAL] OK, and your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]. Mhm. Yes.
[AGENT][NEUTRAL] OK. Can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] My phone number is [PII] and my email, I guess is my um job email is um [PII].
[AGENT][NEUTRAL] It looks like your
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It looks like it's your personal email.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you. And what is your physical address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me see if I can find your policy.
[AGENT][NEUTRAL] Oh, you have a new policy, yes, like you said, that has just been issued. Um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So the policy will have to process overnight for us to be able to get the card available to send to you because it was just issued, uh, but what I can do is I can give you the information that will be on your card that you can take with you and they can call us and verify your benefits if they'd like to do that.
[CUSTOMER][NEUTRAL] Mm, can you send me the information to my email, please?
[AGENT][NEUTRAL] OK, I can send you your um policy number, your group number.
[AGENT][NEUTRAL] Those things the effective date that they'll need tomorrow. OK, I'm gonna put you on a brief hold while I get that together for you. I'll be right back.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got that email on the way to you now. There's also a link in that email uh if you sign up for the online service center in the morning before you go, you should be able to get a copy of your card.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] But I have the information in the email for you also.
[CUSTOMER][NEUTRAL] So I, I need to do the same thing tomorrow in the morning. Today it's not available?
[AGENT][NEGATIVE] No, it needs to process overnight.
[AGENT][NEUTRAL] So that the card can be um made.
[CUSTOMER][NEUTRAL] And I need to request it?
[CUSTOMER][NEUTRAL] It cannot be automatically?
[AGENT][NEUTRAL] Uh, you can, you can, you can sign up for the online service center in the morning. I gave you a link to do that and when you sign up for the online service center, you'll see the copy of your card right there.
[CUSTOMER][NEUTRAL] That you can send it to me?
[CUSTOMER][NEGATIVE] Mm, no. That's too bad. I was trying to do the same right now, and I couldn't.
[AGENT][NEUTRAL] OK, right, it's not, that's why you can't sign up for the online service center today. You'll have to do it in the morning because it does need to process overnight.
[CUSTOMER][NEUTRAL] Before calling you.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Wow. It's already the 2nd. It's supposed to be ready in the 1st.
[CUSTOMER][NEUTRAL] Since yesterday.
[AGENT][NEUTRAL] Right, the policy
[CUSTOMER][NEGATIVE] Alright, can you please give me the information because I'm gonna be in the hospital tomorrow, early tomorrow, and they're gonna ask me for this and I probably I don't gonna have no, yeah.
[AGENT][NEUTRAL] Yes, I did send that to you in your email.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] Very fine.
[CUSTOMER][POSITIVE] No, thank you. I think I can handle with this information that you send it to me. Thank you.
[AGENT][NEUTRAL] OK. Well, you,
[AGENT][POSITIVE] Yes, ma'am. And I hope everything goes well for you while you're in the hospital and everything works out. We appreciate you calling APL.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Continuously.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is it a day.
[CUSTOMER][NEUTRAL] You should understand.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No no visa no.
[CUSTOMER][NEUTRAL] No she in car.