AccountId: 011433970860
ContactId: f961ade5-6739-4549-9fea-f552566e4251
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383040 ms
Total Talk Time (AGENT): 135264 ms
Total Talk Time (CUSTOMER): 137051 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/f961ade5-6739-4549-9fea-f552566e4251_20250210T13:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I'm calling because I need uh an ID card. I never received one.
[AGENT][NEUTRAL] ID card. All right, Miss, may I have your name and policy number, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And my policy number is.
[CUSTOMER][NEUTRAL] Uh, it's a group number?
[AGENT][NEUTRAL] Um, yes, a group number will be a 5 digit number. A policy number will be 8 to 7 character long.
[CUSTOMER][NEUTRAL] OK, well, here's here what it says is group number effective plan hospital benefit with a number outpatient with a number, but it doesn't have policy number.
[AGENT][NEUTRAL] Um, let's see, we can look at that number and see if it works. It should start with 02 or 01.
[CUSTOMER][NEUTRAL] OK, 02464742 ML 7.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, Ms. [PII], I was able to pull up your policy and just for verification steps, uh, do you mind telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] My date of birth is [PII], and my address is [PII].
[AGENT][POSITIVE] All right, perfect, and let's see really quick.
[AGENT][NEUTRAL] Any update of your ID card.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] All right. Would you like me, I don't see that any was sent recently. Would you like me to email it to you or just mailing it will be fine?
[CUSTOMER][NEGATIVE] No, um, can, can you do both because I do have a printer, but that's too big. I cannot carry that in my wallet.
[AGENT][NEUTRAL] Yes, I can email it to you. Um, actually, our, our ID card should be about a wallet size, uh, that you can cut out in paper, but let's see really quick.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] OK, because mine is tremendous.
[AGENT][NEUTRAL] All right. OK. Um, we have here, um, an email at jetstream and [PII]. Is that a good email for you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, you got [PII] for my name, right? [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, my question, but they don't they, their, their paper, they're not like a little bit like a a regular medical ID card?
[AGENT][NEUTRAL] Um, I'm not quite sure about that, Ms. [PII], um.
[CUSTOMER][NEUTRAL] OK, go ahead and mail me one because I'm sure because some some people here have one which is not paper like it's a little bit better than paper.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it's it.
[CUSTOMER][NEUTRAL] Um, so you could keep in your wallet.
[AGENT][POSITIVE] Mhm. All right, I'm taking care of that for you.
[AGENT][NEUTRAL] And I will be emailing one as well.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] I will be using that email that we have, is that OK?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Excuse me.
[AGENT][POSITIVE] Alright, I'm working really quick on this email for you.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And as for the one that I'll be mailing, you should receive it in about 7 to 10 business days.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How come you didn't know I was here? I don't know. I, I, I, I thought I didn't see your car. Ah. Oh, nice. Thank you. Thank you. You starting your diet today, or you want me to give you some? I'm sorry?
[AGENT][NEUTRAL] All right, Ms. [PII], I have just emailed to you that policy ID card.
[AGENT][NEUTRAL] Uh, I have just emailed you the ID card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, it takes probably a little bit long. I haven't received it yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] All right, Ms. [PII], is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you very much.
[AGENT][POSITIVE] You're welcome. Thank you for calling me. Mhm. Yes, that is correct.
[CUSTOMER][POSITIVE] And I'm gonna get one in the mail, right? OK, perfect.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you bye bye.