AccountId: 011433970860
ContactId: 318069ad-307d-4015-a0a1-40d1d714084c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445790 ms
Total Talk Time (AGENT): 67742 ms
Total Talk Time (CUSTOMER): 91940 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/318069ad-307d-4015-a0a1-40d1d714084c_20250609T17:34_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], this is [PII]. How are you today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] Spectacular.
[CUSTOMER][POSITIVE] I want to say thank you for the 2.
[CUSTOMER][NEUTRAL] Cards for the uh for the policy and the plan, but I'm calling to find out if I can get 2 more.
[AGENT][NEUTRAL] You need policy cards?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Absolutely [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02581811.
[AGENT][NEUTRAL] OK give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], are you a, uh, are you an insured or are you a group?
[CUSTOMER][NEUTRAL] Uh, I'm the insured.
[CUSTOMER][NEUTRAL] My employer covers us with this.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] Should be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] I'm sorry, did you say your first name was [PII] or [PII]?
[CUSTOMER][NEGATIVE] It's [PII]. They call me [PII]. I screw people up.
[AGENT][POSITIVE] OK, I'm so sorry. OK.
[AGENT][NEUTRAL] Well, I just wanna make sure I didn't call you the wrong name.
[CUSTOMER][NEUTRAL] Uh, that's just the nickname.
[CUSTOMER][NEUTRAL] Listen, as long as it's not dirty, I'm OK with it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, give me just a moment.
[CUSTOMER][POSITIVE] No trouble.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, give me just a moment I'm pulling it up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you want this, um, I'm sorry, did you say did you want it emailed to you?
[CUSTOMER][NEUTRAL] Um, if you can, these were actually like actual cards.
[CUSTOMER][NEGATIVE] Like they were adhesive cars that had to peel off and stick together.
[CUSTOMER][NEUTRAL] I thought that's kind of what we're aiming at because the ones that you just print off the email on paper don't last more than a week.
[AGENT][NEUTRAL] OK, um, let me see here.
[CUSTOMER][NEUTRAL] Yeah, these were the first ones I got that were like actual, like wallet capable cards.
[AGENT][NEUTRAL] Mm let me see.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Alright, I just put in a request to have that sent to you through the mail, um.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] That'd be good.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, I cover it.
[AGENT][NEUTRAL] Alright, uh, expect it in about 2 to 3 business days, OK?
[CUSTOMER][POSITIVE] Thank you. OK, thank you so much.
[AGENT][POSITIVE] Great thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.