AccountId: 011433970860
ContactId: 33b14721-a515-4bee-a1b8-b0ba84cc5268
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156740 ms
Total Talk Time (AGENT): 64575 ms
Total Talk Time (CUSTOMER): 65751 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/33b14721-a515-4bee-a1b8-b0ba84cc5268_20250603T20:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how you doing? I, I'm calling because I sent a request for ID, a card for an employee because I know the system is was a situation with the, um, new log in and we had to all set that up, but I, is there any chance you can provide me the ID number if the the ID card number cannot be provided.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, sure, can you tell me the name of the group for the insured?
[CUSTOMER][NEUTRAL] The group, yeah, and, uh, the group is insignia Securities.
[AGENT][NEUTRAL] Oh insignia Securities. OK, let me look that up.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And group number is 27031, is that what you have?
[CUSTOMER][NEGATIVE] That's correct, yes, I sent the email earlier on today, but I haven't received it back.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] We have been just a little crazy.
[CUSTOMER][NEUTRAL] Oh no, I, I, I completely understand because I mean the, the login situation that you're getting probably a phone call every 2 seconds probably.
[AGENT][NEUTRAL] Oh gosh.
[AGENT][NEUTRAL] I'm like, who is the insured we're looking for?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] [PII] [PII].
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Oh, right there, [PII].
[AGENT][NEUTRAL] His um policy number is 263.
[AGENT][NEUTRAL] 6198. Let me see if I have an ID card and I can shoot it over to you really quick. Hold on just a second, we'll just get all of this taken care of.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEGATIVE] I, I called earlier and they told me that that cannot be done. It has to, we have to wait until the emails, the emails sent back.
[CUSTOMER][NEUTRAL] I called just earlier about it and I was like, uh, I forgot who I talked to. She told me that I don't, we can't give the ID you have to send the request.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Well.
[AGENT][NEUTRAL] Well, you know what? I've got the ID it's pulling up right now.
[AGENT][NEUTRAL] So
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] Who am I speaking with?
[CUSTOMER][NEUTRAL] [PII] from [PII].
[AGENT][NEUTRAL] Loss, OK, loss. OK. I'll have that to you in just a couple of minutes, loss. Is there anything else I can help with?
[CUSTOMER][POSITIVE] No just that thank you.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] You have a great evening.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.