AccountId: 011433970860
ContactId: c3607a33-63fd-4cb8-9b14-05dfcba3206a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223550 ms
Total Talk Time (AGENT): 47953 ms
Total Talk Time (CUSTOMER): 115465 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/c3607a33-63fd-4cb8-9b14-05dfcba3206a_20250410T17:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um one of my groups is saying that they an employee has still not received an ID card. The group is boardroom, B O A R D R 00 N communications.
[CUSTOMER][NEUTRAL] Boardroom communications. The girl's name is [PII]
[AGENT][NEUTRAL] Um, OK, give me just a second.
[CUSTOMER][NEUTRAL] Me policy number 26099978.
[AGENT][NEUTRAL] OK, I can just put a request in for them to be um sent one.
[AGENT][NEUTRAL] Um, from our customer service team.
[CUSTOMER][NEUTRAL] That would be great and if you could send me a copy of it because she needs to use it and I I've asked for this before this is not the first time we're trying to get this for some reason this has been hard to get um I requested this on uh let me see here.
[CUSTOMER][NEGATIVE] Uh, let's see, on the [PII] they did send me an email saying that she's enrolled and gave me uh uh a picture of her number and they send something secure but I can't when I click on it I I don't get anything that looks like a card it opens up it's asking me for another password.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well maybe that maybe let me see if this opens.
[CUSTOMER][NEUTRAL] Let me see if I can get this open.
[CUSTOMER][NEUTRAL] OK, well my password didn't open it.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] So as far as like the paper one you can't open, is that correct?
[CUSTOMER][NEUTRAL] I don't know what they sent me it just says um.
[CUSTOMER][NEUTRAL] Oh when I go to open it the email address is you guys, not me, and it says I need the password from you guys. I, I don't know who that password would be. I don't know.
[CUSTOMER][NEGATIVE] Uh, this is, this doesn't look like the intent of it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And her name is [PII], correct? First name and then [PII].
[CUSTOMER][POSITIVE] Yeah, correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Kind of an unusual way to say it, but her name yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I will send this over.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, I just sent the request, um, and then see if I can pull a.
[AGENT][NEUTRAL] A paper one.
[CUSTOMER][POSITIVE] Yeah it'd be much appreciated.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, we submitted her for.
[CUSTOMER][NEUTRAL] I'm not sure what happens. I get an email from you guys and it says new secure message below, but I, it doesn't allow me to open it, so I'm not really sure what that is but yeah if you could just send me a card for her that would be great.
[AGENT][NEUTRAL] Yeah, OK, I will send a paper one right now to the email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You're sending it to whose email to me or or to the to the OK to me. OK, perfect, thank you very much.
[AGENT][NEUTRAL] Yours.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, of course, I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.