AccountId: 011433970860
ContactId: 1c2a6c8e-ae1f-4f6d-8831-327374e010ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141520 ms
Total Talk Time (AGENT): 66364 ms
Total Talk Time (CUSTOMER): 66469 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/1c2a6c8e-ae1f-4f6d-8831-327374e010ae_20250129T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII]. Um, is there any way I can get help as regarding, um, trying to get a copy of my card for the gap insurance?
[AGENT][POSITIVE] Yeah, absolutely. I can send one to you. Um, do you have your policy number by chance?
[CUSTOMER][NEUTRAL] Uh, I have a group number.
[AGENT][NEUTRAL] OK, we can take a look.
[CUSTOMER][NEUTRAL] Wait, let me his policy number.
[AGENT][NEUTRAL] I can look by your name if I need to.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see, and is your first name spelled [PII]?
[CUSTOMER][NEUTRAL] No, it's [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] And the last name is [PII] like the country.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It's just a supplemental gap insurance.
[AGENT][NEUTRAL] And then for
[AGENT][NEUTRAL] Uh, just for security, and I just need your date of birth, please, and address.
[CUSTOMER][NEUTRAL] Um, it's [PII] and the address is [PII].
[AGENT][POSITIVE] Thank you so much. The email that we have on file is your [PII]. Is that a good email still for you?
[CUSTOMER][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] OK. Um, so what I
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, so what I can do is, um, email you a card, so that should be there in about 5 minutes and then if you want I can put in a request to have one mailed to you also.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] That would be fantastic because I have a mammogram tomorrow so that would be good.
[AGENT][NEUTRAL] Yeah absolutely so the email one should work for your appointment tomorrow, but then we'll send you out one just to have for future use, OK?
[CUSTOMER][POSITIVE] OK, alright, thank you so much. So it's [PII] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes ma'am, it's on its way.
[CUSTOMER][NEUTRAL] [PII]. I'm sorry, it's [PII]. OK, thank you. I, I get confused. OK, thank you.
[AGENT][NEUTRAL] Yeah, it's.org.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Have a good one.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.