AccountId: 011433970860
ContactId: f680c396-46ef-4c25-a30e-adec51a72537
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355970 ms
Total Talk Time (AGENT): 50696 ms
Total Talk Time (CUSTOMER): 27973 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/f680c396-46ef-4c25-a30e-adec51a72537_20250617T15:01_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, so the, um, so yeah, medical cards.
[CUSTOMER][NEUTRAL] Do you have medical cards and dental cards, they all, it's all one card?
[AGENT][NEUTRAL] No, they are different. Um, may I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Mr. [PII].
[CUSTOMER][NEUTRAL] So I, I just tried to request my uh my medical card. They sent me demo card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me go ahead and send you the medical card. One moment, OK, Mr. [PII]? I'm gonna put you on a brief hold.
[CUSTOMER][NEUTRAL] Uh, what I do?
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] On the scale.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Any other cards that you're gonna need um besides the dental and the medical?
[CUSTOMER][NEUTRAL] I don't need the dental. I already got the dental. I just need the medical.
[AGENT][NEUTRAL] OK, yes, I was the one who sent you the dental. That's why I was getting the medical to go out to you. So any other information that you're gonna need before I send this email?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][NEUTRAL] OK, bear with me just a second. Let me find it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I went ahead and send that one as well. Do you want to check and see if you got it?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] Was it
[AGENT][POSITIVE] No, OK, well, thank you for calling ATL. You're welcome. Have a good day. Goodbye.
[CUSTOMER][POSITIVE] Thank you.