AccountId: 011433970860
ContactId: 1b7ff43e-9a53-482b-b1ef-4c328059593e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241000 ms
Total Talk Time (AGENT): 68507 ms
Total Talk Time (CUSTOMER): 91343 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/1b7ff43e-9a53-482b-b1ef-4c328059593e_20250422T19:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, my name is [PII], last name [PII], and I'm just requesting to replace my ID card because it's like, you know, like, almost gonna broke in half.
[AGENT][POSITIVE] Oh no. OK, I can help you with that today.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, good. Thank you.
[AGENT][NEUTRAL] You're welcome. Do you have your policy number?
[CUSTOMER][NEUTRAL] OK, yeah, I'm logged in, hold on.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number is 1227443.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, [PII], what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And then, what is your last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] uh [PII].
[AGENT][NEUTRAL] OK. And then can you verify the mailing address we have on file and an email?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] And email is [PII].
[AGENT][POSITIVE] All right, thank you. Let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me just one moment to.
[AGENT][NEUTRAL] Look at your policy.
[CUSTOMER][NEUTRAL] I mean, I know all I do is I can like print, you know, the card, but why always print when I can have my own card, you know what I mean?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, um, I'm the same way. I like to physically have a card in my wallet.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] But I have it so long, as you see, I've been a member since, you know, [PII], and I never received a new one. I had this for a long time.
[AGENT][POSITIVE] Yes. Yeah, they last a long time too.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then the address that you provided, is that a good address to send your ID card to?
[CUSTOMER][NEUTRAL] Yes, that's my home. [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] That's my home address.
[AGENT][NEUTRAL] OK. So I can get this sent to your address today. It might take 5 to 7 days to get there though.
[CUSTOMER][POSITIVE] That's OK. That's OK. I really appreciate it.
[AGENT][POSITIVE] Yeah, of course. Um, hopefully, this one will last you a long time too.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Yeah, is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That's it. I'm all set. Thank you.
[AGENT][POSITIVE] All right. Yeah. Yeah, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK, bye.