AccountId: 011433970860
ContactId: e9bf3621-c03f-4a6e-bb07-ce2e2834bd57
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185779 ms
Total Talk Time (AGENT): 77379 ms
Total Talk Time (CUSTOMER): 65700 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/e9bf3621-c03f-4a6e-bb07-ce2e2834bd57_20250303T21:11_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], it's [PII] at NAS. How are you?
[AGENT][NEUTRAL] I'm well how are you?
[CUSTOMER][POSITIVE] I'm good. I have a question for you.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, we got an email from [PII] about, uh, ID cards that are no longer being sent, um, if electronic delivery is checked on the master app. I think she's confused. I think she's meaning the cert, the certificates, but I need someone to confirm that for me because the um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, Master App still has the ID card preferred delivery method question on there.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And we weren't notified of any type of change. So I think [PII] is thinking the certificates and not the ID cards, but I need some confirmation.
[AGENT][NEUTRAL] Yeah, I haven't heard that either, so give me just a second, OK?
[CUSTOMER][POSITIVE] Awesome, thanks, [PII].
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, how are you?
[AGENT][NEUTRAL] Good, um, [PII] is on the phone and she got an email from [PII] that said that we don't send out ID cards anymore if the electronic part on the master app is checked.
[AGENT][NEUTRAL] But she thinks that it's, I know, but she thinks it's because like the policy cert. I was like, well, I haven't heard that either, but let me just confirm with [PII], but
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's what I thought. I was like, I don't think that's a new rule, but I'm gonna check.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Maybe just confused at what the request was maybe.
[AGENT][NEUTRAL] OK, so we're good to send out ID cards.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK cool all right thanks for the confirmation.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hey, [PII], yeah, I just called to confirm with [PII] and we haven't heard that, so we will still send out ID cards.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I think, yeah, I think maybe just confusion.
[CUSTOMER][POSITIVE] Very good. OK. I, I thought that was the case. I think [PII]'s just confused, so yeah, exactly. OK, I appreciate you double checking for me.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Of course. Yeah, yeah, I hope you have a good night. Mhm, bye.
[CUSTOMER][POSITIVE] OK, thanks [PII].
[CUSTOMER][NEUTRAL] You too, bye bye.