AccountId: 011433970860
ContactId: f77fa683-2f70-4151-bfe5-b2d91f476eb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137639 ms
Total Talk Time (AGENT): 56169 ms
Total Talk Time (CUSTOMER): 52393 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/f77fa683-2f70-4151-bfe5-b2d91f476eb1_20250213T18:50_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], hi, good afternoon, [PII], uh, this is [PII]. Um, I, I just did an open enrollment meeting at Integra and I had one employee said he, he didn't get his APL card. I wanna see if we could get one for him.
[AGENT][NEUTRAL] Yeah, see
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh goodness, OK, let me pull that up. Give me just a second.
[AGENT][NEUTRAL] Oh, I remember the number 23755.
[AGENT][POSITIVE] I didn't have to look it up.
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] His last name is [PII] I'm not sure if he's with um Integra or he's with IMV. His first name, I think is [PII].
[AGENT][NEUTRAL] Or IV, yeah.
[AGENT][NEUTRAL] OK, yeah, he's not under Integra. Hang on, I haven't, I haven't memorized INB runner. Let me look at that one up really quick.
[CUSTOMER][NEUTRAL] I think it's 266 maybe 95.
[AGENT][NEUTRAL] 26696 you were closed.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Come on computer.
[AGENT][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] So his name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] There he is, [PII]. So yeah, do you want me to send you the ID card?
[CUSTOMER][NEUTRAL] Please, can we, can we do both? Can you?
[AGENT][NEUTRAL] Do you need me to, do you need me to.
[AGENT][NEUTRAL] Yeah, go ahead.
[CUSTOMER][POSITIVE] Yeah, if you could if you could email me one and then mail him one so I'll, I'll get him a temp you know both temporary and we'll mail him one.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] OK, perfect. Yes, I will get that over to you in a few minutes and we will mail him a new card, so no problem. And his address, I'm assuming is the [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, yep, we'll get that out. Is there anything else?
[CUSTOMER][POSITIVE] OK, I appreciate it [PII] thank you no that'll take care of it thank you much.
[AGENT][POSITIVE] All right have a good day. Talk to you later. Bye bye.
[CUSTOMER][POSITIVE] You you too thanks bye bye.