AccountId: 011433970860
ContactId: 2e34a411-473f-491d-bb74-2faed3ce984b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296179 ms
Total Talk Time (AGENT): 99503 ms
Total Talk Time (CUSTOMER): 93442 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/2e34a411-473f-491d-bb74-2faed3ce984b_20250424T20:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm trying to obtain some information one in regards to my login and how can I get a copy of my card?
[AGENT][NEUTRAL] OK, I can help you with that. Um, do you have a good policy number?
[CUSTOMER][NEGATIVE] I don't have anything. We got this insurance the the last month of last year, and I believe they had a discrepancy with my address or something.
[AGENT][NEUTRAL] OK, uh, I can look it up by your last name or your social.
[CUSTOMER][NEUTRAL] Uh, whichever one you want. My last name is [PII]
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK, and your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me
[CUSTOMER][NEUTRAL] And it's saying I have a user, I just don't remember it.
[AGENT][NEUTRAL] Oh, OK, we can figure that out.
[AGENT][NEUTRAL] OK, let me get this pulled up.
[AGENT][NEUTRAL] OK, can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And just need a couple more pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email address.
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] OK, perfect. OK, let's see. You said you had set up an account before?
[CUSTOMER][NEUTRAL] I'm assuming it's telling me I have one.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let's look and see what that username is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like we've got your username as [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then from there you should be able to uh reset your password or if you remember your password, obviously that would work too.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, I'm in it.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So how do I, um, do you guys send me a hard copy of the card?
[AGENT][POSITIVE] Oh, yes, I can get you, um,
[AGENT][NEUTRAL] So I can email it to you. I think you should be able to print it off. Let me see.
[AGENT][NEUTRAL] There should be a place where you can check on your policy certificate.
[AGENT][NEUTRAL] And then ID card, um.
[AGENT][NEUTRAL] Let's see.
[AGENT][POSITIVE] Um, but I'm happy to email you your card too, um, or we can send out a, um, hard copy, whatever you prefer.
[CUSTOMER][NEUTRAL] Um, number one, can I get it both ways because I would like to have a hard copy of it.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] OK, I'll put in a request for that hard copy to be mailed out and then I will email you, um, to the email you provided. I'll email you the card.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm trying to see if I clicked on this link. Would it pull up, you know, what, wait, let's see.
[AGENT][NEUTRAL] And anything
[CUSTOMER][POSITIVE] Let's see did it actually open up. OK, I, you don't have to worry about emailing it because I was able to.
[CUSTOMER][NEUTRAL] Pull one up so I can print it.
[AGENT][POSITIVE] OK, perfect. And then I will get the hard copy request put in. Probably give that about 3 to 5 working days and you should get it in the mail.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] No ma'am, that's it thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye.