AccountId: 011433970860
ContactId: 2901b34f-43ca-4fa9-bca9-c5dd11dd6122
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307790 ms
Total Talk Time (AGENT): 73324 ms
Total Talk Time (CUSTOMER): 73179 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/2901b34f-43ca-4fa9-bca9-c5dd11dd6122_20250409T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I'm calling because
[CUSTOMER][NEUTRAL] I can't remember who I spoke to yesterday, but I was getting the run around so badly about my, I really just need my ID card.
[CUSTOMER][NEUTRAL] Uh, email to me if that's possible because they told me to call y'all after I called UTBA the whole thing.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Do you have a policy number or anything like that?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, I don't, I don't have my policy number because I'm not home like I already, I have the insurance. I just need the insurance card.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, not a problem.
[CUSTOMER][NEGATIVE] I wasn't able to get home to get it.
[AGENT][POSITIVE] Yeah, I can absolutely email you one. Let's look up your policy. I can look it up by your name or social, whichever you want to give me.
[CUSTOMER][NEUTRAL] Um my name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, thank you, [PII]. Give me just one second. Let me take a look here.
[AGENT][NEUTRAL] It's searching [PII]. Sorry for the wait.
[CUSTOMER][POSITIVE] That's so good.
[AGENT][NEUTRAL] Do you live in [PII]?
[CUSTOMER][NEUTRAL] Yes, so, uh,
[CUSTOMER][NEUTRAL] I've been most corners I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So I just need to verify, please, uh, your date of birth and then full address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Full address is [PII].
[CUSTOMER][NEUTRAL] [PII] uh my
[CUSTOMER][NEUTRAL] You said my social?
[AGENT][NEUTRAL] Uh, no, no, no. Your date of birth. I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] of birth [PII] I'm sorry.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, I can email you the card right now. Um, you have a Gmail account on file. It's your [PII]. Is that still a good email?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, yes, perfect.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Give me just a second, I'm doing that right now.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK [PII], I just emailed you the card. It's gonna be coming from [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Right, so you should have that in just the next few moments and so you can use that anywhere that you need to go. It's um printable, whatever you need to do with it.
[CUSTOMER][NEUTRAL] was that
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else?
[CUSTOMER][POSITIVE] That is all thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.