AccountId: 011433970860
ContactId: cb07d82d-9c14-4f58-80db-57139995b982
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192970 ms
Total Talk Time (AGENT): 87545 ms
Total Talk Time (CUSTOMER): 106743 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/cb07d82d-9c14-4f58-80db-57139995b982_20250620T20:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hi, good afternoon, [PII]. Happy Friday. How are you?
[AGENT][NEUTRAL] Uh, I'm good. Who am I speaking with?
[CUSTOMER][NEUTRAL] Hi, this is, um, this is [PII]. I'm calling from the broker office whipping Company.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] How can I help today?
[CUSTOMER][NEUTRAL] And I'm calling because one of our uh clients, their employee, they have not received their uh their gap card in the mail, so I was calling to see if one can be mailed to the residents and if you could email me a copy of the PDF like a PDF copy of the card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, let me see if I have one. first, what's the group number and I'll look it up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it is the group is Saint Andrew's Club and their group number is 16381.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Who are we talking about? Who needs a card?
[CUSTOMER][NEUTRAL] Um, her last name is [PII], spelled [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] First name [PII]
[AGENT][NEUTRAL] OK, now I don't have a [PII]. I have a a Ma MA.
[CUSTOMER][NEUTRAL] Oh yeah, yeah, MA [PII], yes.
[AGENT][NEUTRAL] [PII]. OK, is that
[AGENT][NEUTRAL] OK, yeah, yeah, the middle name is [PII], so I bet we're talking about the same person.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, her date of birth is [PII].
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Yep, that's what I've got. Let me see if I've got a card available to send you and then I'll order one as well.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I know her coverage just won't affected 51, so I wonder if.
[CUSTOMER][NEUTRAL] She threw it away or misplaced it or
[AGENT][NEUTRAL] It could be they come in kind of a just a generic envelope, so it wouldn't, it wouldn't.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] I wouldn't doubt it. So I looks like, yeah, I do have a card, um, that I can send you a PDF of and where do you want me to send that?
[CUSTOMER][NEUTRAL] I know how that is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, my email address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] [PII]. Perfect. Yeah, give me about 5 minutes and I'll have that to your email and I'll have one ordered to send to her home address.
[CUSTOMER][NEUTRAL] OK, can I confirm her address you have just to make sure, um.
[AGENT][NEUTRAL] You sure can.
[AGENT][NEUTRAL] I have it as
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Oh, yes. [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][POSITIVE] Perfect, we'll get it out in the mail.
[CUSTOMER][POSITIVE] Alright, we're good to go.
[CUSTOMER][POSITIVE] All right, thank you. I appreciate your help.
[AGENT][POSITIVE] Thanks. You have a great weekend. Thanks for calling APL uh-huh. Bye-bye.
[CUSTOMER][POSITIVE] Thanks, you too. Mhm. Bye-bye.