AccountId: 011433970860
ContactId: 0a13a403-9e82-4bc6-a8a3-c78328be2f99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145440 ms
Total Talk Time (AGENT): 61569 ms
Total Talk Time (CUSTOMER): 33551 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/0a13a403-9e82-4bc6-a8a3-c78328be2f99_20250521T12:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was trying to get a um my ID card.
[AGENT][NEUTRAL] OK, I can send you an ID card. Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, we can look it up by name or social, whichever you prefer to give me.
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][NEUTRAL] [PII], can you spell your last name, please?
[CUSTOMER][NEUTRAL] That's [PII]
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] And then for security, I will need your date of birth, please, and address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The address is [PII].
[AGENT][NEUTRAL] Looks like we have a different one. We have one in [PII].
[CUSTOMER][NEUTRAL] Oh yeah, [PII].
[AGENT][NEUTRAL] Yeah, is that an old one?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, well, yeah, that's, that's it.
[AGENT][NEUTRAL] Alright, the email on here is [PII]. Is that still a good email or do we need to update that?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, that's, that's it. That's the email.
[AGENT][NEUTRAL] OK. So if you'd like, [PII], what I can do is email you a card that way you have one right away. Did you need a medical card, a dental card, both?
[CUSTOMER][NEUTRAL] Uh, you can send both, you just like to have them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I am sending those to your email and then did you want one to be sent to your home address as well?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK, those are on their way. Is there anything else I can do for you?
[CUSTOMER][NEUTRAL] I know that's it.
[AGENT][POSITIVE] All right, thanks for calling APL [PII]. Have a good day.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye