AccountId: 011433970860
ContactId: c4b830fa-b888-4fb5-8b17-30de804163c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240440 ms
Total Talk Time (AGENT): 64841 ms
Total Talk Time (CUSTOMER): 76112 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/c4b830fa-b888-4fb5-8b17-30de804163c7_20250328T16:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm the plan administrator and I was hoping to request a new ID card for one of our employees.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, [PII], I can help you with the ID card. Um, do you have the policy number of the employee?
[CUSTOMER][NEUTRAL] Uh, give me one second and I will pull that up for you. Give me a minute here. Sorry, it's just taking a second to load.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK look there.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And [PII], could I get a good callback number for you?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, pulling it up now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In the system
[CUSTOMER][NEUTRAL] Do do do do do sorry it takes a second more to open. I'm sorry. Every time I click on one thing it takes forever to open it up. OK, so let's see.
[AGENT][POSITIVE] Oh, no problem.
[AGENT][POSITIVE] Totally understand.
[CUSTOMER][NEUTRAL] Opening up the screen.
[CUSTOMER][NEUTRAL] Nope, not the screen.
[CUSTOMER][NEUTRAL] Let's try.
[CUSTOMER][POSITIVE] Here PDF that looks right yep.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, our group number you said?
[AGENT][NEUTRAL] Uh, the, the policy number of the member.
[AGENT][NEUTRAL] But I can do group number 2. OK, let's do that 257.
[CUSTOMER][NEUTRAL] OK, 257.
[CUSTOMER][NEUTRAL] Policy is 2574896 [PII].
[AGENT][NEUTRAL] OK, pulling that up.
[AGENT][NEUTRAL] And do you want me to send it to the email address on file?
[CUSTOMER][NEUTRAL] What do you have for email?
[AGENT][NEUTRAL] Um, let's see, we've got.
[AGENT][NEUTRAL] Uh, it looks like
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'll get that generated, [PII] and get that sent, um, that way. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] So I don't think she's opened up the account um yet for her like online.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Any way you can tell us that?
[AGENT][NEUTRAL] Let me see
[AGENT][NEUTRAL] Yeah, I don't show account's been created yet, so if she just or they go to [PII].
[AGENT][NEUTRAL] And then click individual user they can create their account and then it's gonna ask for a series of information.
[CUSTOMER][NEUTRAL] OK, and will she get that ID card like soon or tomorrow or?
[AGENT][NEUTRAL] Uh, in the next 5 minutes.
[CUSTOMER][POSITIVE] Sounds good to me. You are the best ever. Thank you so much.
[AGENT][POSITIVE] All right, thank you for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][NEUTRAL] I