AccountId: 011433970860
ContactId: 0b354460-49c7-4e7b-aefd-f50244339ed2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133009 ms
Total Talk Time (AGENT): 59716 ms
Total Talk Time (CUSTOMER): 50798 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/0b354460-49c7-4e7b-aefd-f50244339ed2_20250102T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi there. I received my APL ID card last night or yesterday, and uh my last name is spelled incorrectly on the card.
[AGENT][NEUTRAL] OK, um, can I please, uh, I can help you with the ID card. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Sure. My name is [PII] Last name is [PII] and my number is [PII].
[AGENT][NEUTRAL] OK, and then Ms. [PII], what is the policy number on the card that you received?
[CUSTOMER][NEUTRAL] Policy number is 02580251.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[AGENT][NEUTRAL] OK, I'm looking at the policy and your last name is what's spelled wrong. It should be [PII]?
[CUSTOMER][NEUTRAL] No, [PII], it should be [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK it does appear to me that somebody has corrected that.
[AGENT][NEUTRAL] So what I'm going, what I'm going to do is just request a new card be mailed to your home address that we have on file for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Perfect. I did email last night so maybe somebody started working on it and just hadn't replied to me yet.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Right, yes, I do see that it is changed to 1 G B I G I O.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, well I will make sure that you get a new um card emailed um sorry mailed to your home address for you, OK?
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate the help.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a great day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. You as well. Bye-bye.
[AGENT][NEUTRAL] Bye bye.