AccountId: 011433970860
ContactId: 212cf952-faff-4910-9879-84e0c277df6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173710 ms
Total Talk Time (AGENT): 75982 ms
Total Talk Time (CUSTOMER): 81731 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/212cf952-faff-4910-9879-84e0c277df6e_20250123T20:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good afternoon, Ms. [PII]. My name is [PII]. I work here in [PII] for Golf Machine Shop.
[CUSTOMER][NEUTRAL] And it's been over a month now since Miss [PII], the lady upstairs, the secretary up there.
[CUSTOMER][NEUTRAL] Go send you all the information and I have told her, ma'am, I said I still haven't got my original card. I got this little piece of paper, but I never did get the brochure that everything that it covers, and the, the original, I mean the.
[CUSTOMER][NEUTRAL] The plastic card. All I have is this piece of paper that [PII] made a copy for me.
[AGENT][NEUTRAL] OK, so you're needing uh your ID card and a copy of your policy, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'll definitely look into getting that sent to you. Yes, sir. OK, we'll get that taken care of for you [PII]. um, can I get a good call back number from you really quick in case we're disconnected?
[CUSTOMER][NEGATIVE] Sent to my address. I never did, I never did get it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It's right here on this piece of paper is 00990178.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] All right. I'm just gonna verify some information really quick uh [PII], can I get your uh date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. The last thing I need is the email address that we've got on file for you uh looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yes, it should be all lower case [PII].
[AGENT][NEUTRAL] I have it as [PII], is that right?
[CUSTOMER][NEUTRAL] Uh, no, it's [PII], it's [PII].
[AGENT][NEUTRAL] [PII], OK, let me get that corrected. OK, [PII].
[CUSTOMER][NEUTRAL] [PII] yes ma'am, you see it.
[AGENT][NEUTRAL] OK. OK. Let me get that corrected before I do anything else.
[AGENT][NEUTRAL] Alright well I appreciate you verifying all that information for me um so you wanted this information mailed to you correct? I can email you as well, but you wanted a physical copy mailed to you?
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yes, I do. A physical copy and a plastic card instead of this paper card I got.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes sir OK I will get that sent to you um was there anything else I can help you with?
[CUSTOMER][POSITIVE] Oh, that'd be good, ma'am. I appreciate it.
[AGENT][POSITIVE] Alright, yeah thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too, ma'am thank you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.