AccountId: 011433970860
ContactId: 09d4eb2b-7938-4e0c-9f72-b940ccd3c8e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367239 ms
Total Talk Time (AGENT): 200162 ms
Total Talk Time (CUSTOMER): 121267 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/09d4eb2b-7938-4e0c-9f72-b940ccd3c8e1_20250305T15:47_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] In [PII], how are you? I have a question. If I need to print a insurance card, I can do it online, or sorry, or are you guys gonna email it?
[AGENT][NEUTRAL] OK, so you're asking if you can print an ID card from online, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Yes ma'am, I can help you with that and who am I speaking with?
[CUSTOMER][NEUTRAL] It is [PII]. We can give you the policy number if you want.
[AGENT][NEUTRAL] OK, first off, Miss. [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] My office is [PII].
[AGENT][NEUTRAL] And did you say that's your work number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, and your policy number now, please?
[CUSTOMER][NEUTRAL] And the policy number is 025.
[CUSTOMER][NEUTRAL] 973-46.
[AGENT][NEUTRAL] OK, thank you. One moment, Ms. [PII], while I get your information pulled up please.
[AGENT][NEUTRAL] And I will need to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you. And then also your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that's for [PII].
[AGENT][NEUTRAL] OK, thank you and what is the best contact number that we should have on file for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that is your cell number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And then lastly, Ms. [PII], I do need to add an email address on file for you so that you can set up your profile and have access to your ID cards online. So what email would you like to have added?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, you can use my personal, it's [PII].
[CUSTOMER][NEUTRAL] G like George.
[CUSTOMER][NEUTRAL] A L like lollipop. I.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I just want to um go back and verify that with you again. So it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII]
[CUSTOMER][NEUTRAL] [PII], yeah, [PII], yes.
[AGENT][NEUTRAL] OK, and I is OK, so [PII], is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank
[AGENT][NEUTRAL] OK, Ms. [PII], so let's see, um, yes ma'am, you can. I see that we did mail those on [PII]. Have you not received those in the mail?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so I am going to email you our user guide for our portal so that you can set up your profile and then you can go ahead and have access to those ID cards online and also your policy information, the Salazar, so give me just one moment and I'm gonna send you that, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, I am in your website right now and I'm trying should I log in as a new user.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You will, yes, ma'am, that is what you would do, uh huh.
[CUSTOMER][NEUTRAL] And then when it says which role best describes you, do I put I'm an individual.
[AGENT][NEUTRAL] I'm an individual, you do, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do I need to put the social security here?
[AGENT][NEUTRAL] Yes, ma'am, uh-huh.
[CUSTOMER][NEGATIVE] Because I don't like to do that, you know, online sometimes they they hack your account.
[AGENT][NEUTRAL] Mm yes, ma'am, but our, well, you will only use that this one time and for security purposes because of the level of security that we have that is required for this one time.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] And then just says create your account so.
[AGENT][NEUTRAL] Yes ma'am, uh huh, and you would just answer follow, you know, setting up your username and your password, but I am still just sending you this email with the user guide because in addition to giving you the instructions for creating your profile, it also will give you tips on the other things that you can do within the portal as well.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that email you should be receiving it in just a moment and again it will come from [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, one sec, OK.
[AGENT][NEUTRAL] And then let me, let's see for some give me just one second on your email.
[AGENT][NEUTRAL] We go.
[AGENT][NEUTRAL] OK, so that has been sent to you and again you should be receiving it in just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else, Ms. [PII] that I could help you with this morning?
[CUSTOMER][NEUTRAL] Uh, no, let me, let me check, so you say we'll do, um.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's what the, that is the email you're gonna be receiving is gonna come from. Mhm.
[CUSTOMER][NEUTRAL] Is there.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] Yeah perfect thank you so much.
[AGENT][POSITIVE] Yes ma'am, well, you're certainly very welcome. So again, is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Absolutely you're very welcome. It's my pleasure and thank you again for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Yes, ma'am. Thank