AccountId: 011433970860
ContactId: c5f89101-d9eb-449d-b936-ae4a2a9b11d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215479 ms
Total Talk Time (AGENT): 85927 ms
Total Talk Time (CUSTOMER): 93797 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/c5f89101-d9eb-449d-b936-ae4a2a9b11d8_20250211T16:26_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] and I work for a county, um, government, and we have the APL Public Life, and I don't remember ever getting my new card for this year.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm kind of thinking I did, but it was around Christmas, but I cannot find it. Um, how do I get another one, and I, I have an appointment tomorrow, the doctor's appointment. I didn't know if there was any way you guys could email me or fax me a verification and then mail me a new card.
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. We should be able to email one and then uh put in a request to mail one too. Do you have your uh policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I have my old one, yes, yes, I have my, it's um are you ready?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 01986397.
[CUSTOMER][NEUTRAL] And it's I have a group number also if you need that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This should work here let's see.
[AGENT][NEUTRAL] All right, [PII], and then if I could just get your date of birth, and then I need to verify also your address, please.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And my home address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you [PII] and then let's see, you don't have an email on file. What email address would you like me to send your card to?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, could you send it to [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII] and it was [PII], correct?
[CUSTOMER][NEUTRAL] No. [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] All right, so I am emailing you this card. Do you want to write? Well, the policy number will be on there. Do you want to write it down or it's up to you?
[CUSTOMER][NEUTRAL] Uh, yes, I'll go ahead and write it down.
[AGENT][NEUTRAL] OK, uh, so the new number is gonna be 0256.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 649-6.
[CUSTOMER][NEUTRAL] 02566496
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I will email you a card now and that should come in about 5 minutes and then I put in a request to have one sent to your um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Address on file also.
[CUSTOMER][POSITIVE] OK, alright, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] No, that'll be great.
[AGENT][POSITIVE] All right. Have a great day.
[CUSTOMER][NEUTRAL] Uh huh you too bye bye.
[AGENT][NEUTRAL] Bye bye [PII].