AccountId: 011433970860
ContactId: 07334547-3113-4892-bb79-b6e6f6b63cad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378769 ms
Total Talk Time (AGENT): 166969 ms
Total Talk Time (CUSTOMER): 106055 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/07334547-3113-4892-bb79-b6e6f6b63cad_20250519T19:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you?
[AGENT][POSITIVE] I'm great. How are you today?
[CUSTOMER][NEUTRAL] OK, I, uh, the reason why I'm calling is I need a, uh, new policy card mailed to me.
[AGENT][NEUTRAL] OK, you're needing an ID card mailed to you, is that correct?
[CUSTOMER][NEUTRAL] That is correct. I can't read the one that I have and I need one mailed to me as soon as possible.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, sir, I can help you with this. And who am I speaking with?
[CUSTOMER][NEUTRAL] Uh my name is [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And what is your callback number, please?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Thank you. And can you read your policy number on your ID card?
[CUSTOMER][POSITIVE] Yeah, I do have the policy number if that will help you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It will help me pull up your information. Yes, sir.
[CUSTOMER][NEUTRAL] Uh, it's 167.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 167
[CUSTOMER][NEUTRAL] 8406.
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. Give me a moment to get your information pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so Mr. [PII], I will need to verify some things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] The zip zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number that we should have, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, thank you. And then the last piece of information to verify is going to be your email address.
[CUSTOMER][NEUTRAL] Uh, my email address is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, are you, are you ready?
[AGENT][NEUTRAL] I am, yes, sir.
[CUSTOMER][NEUTRAL] OK, I'm gonna I'm gonna repeat that.
[CUSTOMER][NEUTRAL] Uh, it's starting with [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, so that is all of the information, Mr. [PII] that I need to verify with you. So give me a moment and I'm gonna order your ID cards to be mailed to you and then Mr. [PII], I'm also going to email you a user guide for our online service center portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you set up your profile in the portal that will also give you access to your ID cards online, so if you need a new ID card before you receive the ones in the mail, you could actually print them from that portal or even just pull them up for viewing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] But the email that you're gonna receive, um, give me just one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The email I have just sent it as well and that's going to come from [PII] team at [PII].
[AGENT][NEUTRAL] And I did put APL online service center portal in your subject line for you.
[AGENT][NEUTRAL] And I have ordered your ID cards to be mailed to you as well, and that typically takes about 10 business days for you to receive the ones in the mail.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Well, is there anything else, Mr. [PII] that I can help you with?
[CUSTOMER][NEUTRAL] OK, it looks like I got something here.
[CUSTOMER][NEUTRAL] Uh, that'll be it. I, I received APL online service center. I received at the porter user guy.
[AGENT][NEUTRAL] OK, yes, sir.
[AGENT][NEUTRAL] Uh-huh. OK, great. So yes, you can go ahead and you could set up your.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, that that should pull up.
[AGENT][NEUTRAL] Well, what, what were you going to ask me?
[CUSTOMER][NEUTRAL] Today is all the information on that or what?
[AGENT][NEUTRAL] Yes, so that gives you the instructions for how to set up your profile.
[CUSTOMER][NEUTRAL] Does it have all the
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] And once you do that you do have access in your portal to your ID cards also.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] OK fantastic uh I'll.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Look into that and and go from there with it.
[AGENT][NEUTRAL] OK. Well, is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] OK doke.
[CUSTOMER][NEUTRAL] No ma'am, that'll be it.
[AGENT][POSITIVE] OK, well then, thank you very much.
[CUSTOMER][NEUTRAL] So how, how, how, let me ask you this before we get off the phone.
[AGENT][NEUTRAL] Mhm. Yes, sir.
[CUSTOMER][NEUTRAL] Hold on, ma'am.
[AGENT][NEUTRAL] I'm here.
[CUSTOMER][NEUTRAL] Uh, how many business days will it take for the.
[CUSTOMER][NEUTRAL] How, how many business days will it take for me to receive this?
[AGENT][NEUTRAL] Approximately 10 business days to receive them in the mail.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Well, you're very welcome and thank you again for calling. You too. Have a nice one.
[CUSTOMER][POSITIVE] Have a good day now.
[CUSTOMER][NEUTRAL] Yeah you too bye bye now.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.