AccountId: 011433970860
ContactId: b5da7371-bb34-4217-b923-6ded3f6c70ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 420850 ms
Total Talk Time (AGENT): 147752 ms
Total Talk Time (CUSTOMER): 105713 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/b5da7371-bb34-4217-b923-6ded3f6c70ec_20250404T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, this is [PII]. I need to try to get a new card because
[CUSTOMER][NEUTRAL] I tried to let them ladies at the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Doctors write the information down but all some of the numbers are missing.
[CUSTOMER][NEGATIVE] They said, well, you want to get a different card. They can't read these numbers.
[AGENT][NEUTRAL] All right, Mr. [PII], um, do you happen to have the policy number that we can look at?
[CUSTOMER][NEUTRAL] Yes, it says 02406751.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, and allow me just a second while I pull it up in the system.
[AGENT][NEUTRAL] All right, Mr. [PII], I was able to find your policy and just to just to verify your information, can you tell me your date of birth and um address, please?
[CUSTOMER][NEUTRAL] September 3rd
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 1963.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it's uh.
[CUSTOMER][NEUTRAL] That was a good one address. Uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. We do have it correct. Um, and I'm going ahead and requesting that new ID card for your policy.
[AGENT][NEUTRAL] Um, let's see
[AGENT][NEUTRAL] And would you like me to send it via email as well so you can print it out or would you just like it in the mail?
[CUSTOMER][NEUTRAL] What if, if you can do it both ways, I could, I could email it to the doctor's office, couldn't I?
[AGENT][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] Or do they gotta see the card?
[AGENT][NEUTRAL] Uh, I would not know what is your preference, but, um, if you would like to have the ID card on your phone, like, uh, um, access it through it, that can be an option. I can email it to you.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK. Well,
[CUSTOMER][NEUTRAL] Well, that would work.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] If we can do both in that way I know for sure I always had it huh.
[AGENT][NEUTRAL] Hm yes. All right. um, what is a good email?
[CUSTOMER][NEUTRAL] And uh see the, the lady at the office.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I will go ahead and let's see.
[AGENT][POSITIVE] Alright, I'm working really quick on this email so you can receive it in just a couple of seconds.
[CUSTOMER][NEUTRAL] Yeah, see the lady at the office, her card.
[CUSTOMER][NEUTRAL] Looks kind of like a credit card deal.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Mine is like a piece of cardboard.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She's
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] I said, she said, I don't, I don't see how yours wore out man. I said, well, mine ain't been like yours. Plus she don't water around the dirt like I do.
[AGENT][NEUTRAL] All right. OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Attaching the email address.
[AGENT][NEUTRAL] Policy ID card.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] All right, Mr. [PII]. I have your ID card. The email is ready, and it should come in as care team.
[AGENT][NEUTRAL] And you can um check it if you have received it or not. I have also
[AGENT][NEUTRAL] Place the request to have your ID card sent to your home address.
[CUSTOMER][NEUTRAL] That would work.
[AGENT][NEUTRAL] And is there anything else that I can help you with, Mr. [PII] today?
[CUSTOMER][NEUTRAL] No, that, that should be it.
[AGENT][POSITIVE] All right, well I appreciate your call and I hope it worked. Did you receive that email?
[CUSTOMER][NEUTRAL] Alright, well, it had never beeped yet, but I ain't got very good service right here. I might have to go outside to get it.
[AGENT][NEUTRAL] All right. All right, well, I hope you receive it, um, but the ID card should be in the mail within, um,
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Today, no, today is Friday, probably Monday, and you should receive it in about 10, 7 to 10 business days.
[CUSTOMER][POSITIVE] OK doke. Well, thanks.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEGATIVE] Try not to work, try not to work too hard.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh hang on
[CUSTOMER][NEUTRAL] Mhm, it never did ever beep.