AccountId: 011433970860
ContactId: 1bc7aba4-4be9-42c0-a75f-5fd9ca6eed32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171419 ms
Total Talk Time (AGENT): 76948 ms
Total Talk Time (CUSTOMER): 48442 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/1bc7aba4-4be9-42c0-a75f-5fd9ca6eed32_20250303T19:13_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good afternoon. Um, I lost my, uh, my insurance card, uh, for my gap insurance. Just wanted to see if I could order a new one.
[AGENT][NEUTRAL] Yes sir, I can definitely help you get a new card for your gap insurance, but before we proceed, is it possible to get your name and a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and my uh cell phone is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that, Mr. [PII]. And do you happen to have your policy number by chance?
[CUSTOMER][NEUTRAL] I don't, I don't have the card.
[AGENT][NEUTRAL] OK, and can you spell your last name for me?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] Thank you for that, bear with me one moment.
[AGENT][NEUTRAL] And what state do you currently reside in, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEGATIVE] Bear with me, it's moving a little slow.
[AGENT][NEUTRAL] All right. And just to make sure that I have the correct information for you, can you verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] Uh, [PII] and mailing address is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that, Mr. [PII], and that is what we have on file. I'm also showing that we have an email account on file. Can you verify that too for me, please?
[CUSTOMER][NEUTRAL] Uh it's uh [PII].
[AGENT][POSITIVE] Thank you for that. That is what we have on file. So I'm gonna order you new cards. You should get them in the mail within 5 to 7 business days. Keep an eye out for them, but I'm also gonna email you some temporary cards as well, which is gonna be the same thing that you're getting in the mail. Um, you'll be getting an email from [PII] in about 5 or 10 minutes with that information. Is there anything else I can help you with today before you go, Mr. [PII]?
[CUSTOMER][POSITIVE] Uh, that's it. Thank you very much.
[AGENT][POSITIVE] Thank you for calling APO and you have a wonderful day as well.
[CUSTOMER][NEUTRAL] You too bye.