AccountId: 011433970860
ContactId: 1b1ba9ff-c18c-4e2f-8740-711c97da45d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320410 ms
Total Talk Time (AGENT): 70064 ms
Total Talk Time (CUSTOMER): 85885 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/1b1ba9ff-c18c-4e2f-8740-711c97da45d9_20250616T17:11_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII], and I'm trying to um
[CUSTOMER][NEUTRAL] Obtain a copy of my insurance card.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your uh.
[AGENT][NEUTRAL] Callback number please?
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] Thank you, and your policy with us? Policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, I don't, I don't have the card, so I don't, I have our group number. I can give you that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Could you give me uh the spelling of your last name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your first name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], if I could if you could verify your date of birth and mailing address please.
[CUSTOMER][NEUTRAL] Um, my date of birth is [PII].
[CUSTOMER][NEUTRAL] My mailing address is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I show you do not have an email address on file. Would you like to add one?
[AGENT][NEUTRAL] And I can fax over a copy of your card.
[CUSTOMER][NEUTRAL] Oh yes, I thought there was one. I thought there was one on there.
[AGENT][NEUTRAL] Oh, I do not show uh one added at this time.
[CUSTOMER][NEUTRAL] OK, alright, so my email address is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I have [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, hold one moment and I'll get your ID card pulled up.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Oh my god, this [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] That's so down.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you, [PII] for holding. I apologize for the wait. I did just uh email you a copy of your ID card.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][POSITIVE] OK, thank you so much and so this is for the APL card.
[AGENT][POSITIVE] That is correct. Yes, ma'am.
[CUSTOMER][POSITIVE] Alright thank thank you so much I appreciate your time.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Oh Jesus, no, ma'am.
[AGENT][POSITIVE] OK, you have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] All right you too thank you.
[AGENT][NEUTRAL] Bye bye.