AccountId: 011433970860
ContactId: d25d3618-7acc-4bac-a2a0-b73e6aaee9df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 629059 ms
Total Talk Time (AGENT): 120168 ms
Total Talk Time (CUSTOMER): 130684 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/d25d3618-7acc-4bac-a2a0-b73e6aaee9df_20250515T15:22_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi there um I'm calling to find out how I get um a new card.
[CUSTOMER][NEGATIVE] I can't locate mine.
[AGENT][NEUTRAL] OK, what's your name?
[CUSTOMER][NEUTRAL] Um, [PII], my company, go ahead.
[AGENT][NEUTRAL] And [PII], do you have your
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now you know that you can download it from our online service center have you created an account or I can email it to you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, I have not needed one.
[AGENT][NEUTRAL] OK, spell your last name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] If that's
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Thanks for holding [PII], are you the policy holder?
[CUSTOMER][NEUTRAL] Um, my company has the policy.
[CUSTOMER][NEUTRAL] But I'm not sure if it's.
[AGENT][NEUTRAL] OK, so are you calling on behalf of your plan or are you calling on behalf of the group?
[CUSTOMER][NEUTRAL] Uh, it's a group plan that I need my card for.
[AGENT][NEUTRAL] OK, but do you have an individual policy with us?
[CUSTOMER][NEUTRAL] No ma'am.
[CUSTOMER][NEUTRAL] I'm under a group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so who am I getting the ID card for?
[CUSTOMER][NEUTRAL] OK, I guess it's the group, so it's rebuild the property.
[AGENT][NEUTRAL] OK, so each employee under the group has their own individualized, uh, ID card.
[CUSTOMER][NEUTRAL] OK, so I should be under that group.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I'm, I'm listed under that group. I'm confused of what you're asking. I'm sorry.
[AGENT][NEUTRAL] OK, so are you requesting an ID card for you or for everybody under the group?
[CUSTOMER][NEUTRAL] For myself, yes.
[AGENT][NEUTRAL] OK, so you
[CUSTOMER][NEUTRAL] No, just for myself.
[AGENT][NEUTRAL] So on your application, your first name is [PII] and then [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, because I'm not finding a [PII].
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Give me that again.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is it a Metlink policy that you have?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, verify your date of birth and your complete mailing address and an email for me.
[CUSTOMER][NEUTRAL] [PII]. I'm not sure what address that you have because I've moved since I started here.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] It'll be your home address.
[CUSTOMER][NEUTRAL] So my address now is [PII].
[CUSTOMER][NEUTRAL] I know I've moved. I'm not sure what you have. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, can you slow down? I have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that one word or two [PII]?
[CUSTOMER][NEUTRAL] 2, yes, 2 words.
[AGENT][NEUTRAL] OK. State is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] [PII], what was the address prior to the, the new one that you just provided?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And do you have an email address on file?
[CUSTOMER][NEUTRAL] Um, I should, it's [PII], it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So I'll pull up your ID card and we can get it mailed to that address.
[CUSTOMER][NEUTRAL] so
[AGENT][NEUTRAL] Alright, so your identification card.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I just sent it to you and I wanna hold the line to make sure that you receive it.
[CUSTOMER][NEUTRAL] Let me check.
[AGENT][NEUTRAL] It's gonna come from uh [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have to find it on my.
[CUSTOMER][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] Now we're phasing out what's it.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] No, um, let me check my junk mail.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, give it a few more seconds.
[CUSTOMER][NEUTRAL] Um, are we gonna do?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I got it.
[AGENT][POSITIVE] You got it? OK, all right, very good. Anything else we can help out with today?
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] No, that's all. Are you, you're mailing one also?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, we can request one be emailed to you it's.
[CUSTOMER][NEUTRAL] Did, did you say you were available?
[AGENT][NEUTRAL] We can also request one be mailed to you as well.
[CUSTOMER][POSITIVE] Yes please.
[CUSTOMER][POSITIVE] OK, that would be great.
[AGENT][POSITIVE] OK alrighty well thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you have a good day bye bye.
[AGENT][NEUTRAL] Bye bye.