AccountId: 011433970860
ContactId: fb008584-13dd-493e-934f-e8ac05953d64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 879020 ms
Total Talk Time (AGENT): 80708 ms
Total Talk Time (CUSTOMER): 81680 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/fb008584-13dd-493e-934f-e8ac05953d64_20250218T20:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, uh, my name is [PII]. I was trying, I need a copy of my, um, ID card.
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] You said do I have the policy number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, hold on.
[CUSTOMER][NEUTRAL] It is 025.
[CUSTOMER][NEUTRAL] 06721.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And can I have uh your mailing address and email address on file?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And what else did you ask for?
[AGENT][NEUTRAL] The email address?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, and you need the ID card sent to you by fax, by mail, or you, um, one instructions on how to get it online?
[CUSTOMER][NEUTRAL] Um, would you be able to email it to me?
[AGENT][NEUTRAL] I can send it to your email or I can send it to your mailing address.
[CUSTOMER][NEUTRAL] Um, I need to my email.
[AGENT][NEUTRAL] Email, OK, sure, I can assist. I can send it to you, to your email. Um, do you mind holding for me while I send this email to you right now?
[CUSTOMER][POSITIVE] Oh no, ma'am, that's fine. Um, how do y'all have it filled in just just to make sure it's right because I know I'll be talking fast sometimes and get me.
[AGENT][NEUTRAL] OK, um, I have an email, uh [PII].
[CUSTOMER][POSITIVE] Yes, that's, that's correct, thank you.
[AGENT][NEUTRAL] OK. You're welcome. One moment. OK, I'm gonna go ahead and send that email to you right now.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[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 and being patient for me, Mr. [PII]. Would you like to check and see if you got that email?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] What, what's the name of what's the name of it?
[AGENT][NEUTRAL] Care team in public.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You got it?
[CUSTOMER][NEUTRAL] OK, I got it so it's not the.
[CUSTOMER][NEUTRAL] It's just the medical, not the dental, right.
[AGENT][NEUTRAL] This one is, let's see.
[AGENT][NEUTRAL] Which one you gave me?
[AGENT][NEUTRAL] Let me go back.
[AGENT][NEUTRAL] This is the medical.
[CUSTOMER][POSITIVE] OK, alright, yes, that's what I need.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that's it.
[AGENT][POSITIVE] Alright, well thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] But
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, yeah, might be there with the new.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEGATIVE] You are on hold.