AccountId: 011433970860
ContactId: 2bf7e45a-cf7c-4469-b185-d9306f76aa85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196690 ms
Total Talk Time (AGENT): 78332 ms
Total Talk Time (CUSTOMER): 86858 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/2bf7e45a-cf7c-4469-b185-d9306f76aa85_20250106T17:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I just received uh our new card for [PII], and I need to order an extra since I have family coverage.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely I can help you with ordering extra card. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. What is your policy number?
[CUSTOMER][NEUTRAL] OK, policy number 02579288.
[AGENT][NEUTRAL] OK, let me pull that in real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK [PII] can you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Pasacua.
[AGENT][NEUTRAL] And then I'll also need you
[CUSTOMER][NEUTRAL] I'm sorry, could you just, just hold on.
[AGENT][NEUTRAL] I also need you to verify your ad.
[CUSTOMER][NEUTRAL] One second, [PII] queer.
[CUSTOMER][NEUTRAL] OK, OK, I'm sorry, um, my address is [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Thank you. And then I'll also need your email address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, can you spell that out for me so I can add it to your, to your um policy?
[CUSTOMER][NEUTRAL] Sure, [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, got it updated for you and is the phone number that you gave me to call you back on in case we were disconnected, is that a uh.
[CUSTOMER][NEUTRAL] That's my cell number.
[AGENT][NEUTRAL] Is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, alright, let me make sure I can get that updated for you too.
[AGENT][NEUTRAL] OK, thank you so much for verifying your policy for me. I am going to go ahead and request that you have new card uh sent to your home address that we just verified on the policy for you.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Alright, so I'm gonna get that taken care of for you. You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] All right, well, you have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you mhm bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.