AccountId: 011433970860
ContactId: 37d0941f-5b3c-4ced-8330-c7adcd5836d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185320 ms
Total Talk Time (AGENT): 69188 ms
Total Talk Time (CUSTOMER): 51261 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/37d0941f-5b3c-4ced-8330-c7adcd5836d9_20250305T22:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes, uh, this is [PII].
[CUSTOMER][NEUTRAL] And I'm looking at my uh.
[CUSTOMER][NEUTRAL] I I get my insurance cards?
[CUSTOMER][NEGATIVE] And um y'all have my name wrong on it.
[CUSTOMER][NEGATIVE] You left out the [PII] for [PII].
[AGENT][NEUTRAL] OK, um, I can.
[AGENT][NEUTRAL] OK, I can help you with the spelling of your name. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] Policy number 0259.
[CUSTOMER][NEUTRAL] 451 7
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then I'm also gonna need for you to verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, it's uh address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Phone number [PII].
[CUSTOMER][NEUTRAL] And email is [PII].
[AGENT][NEUTRAL] OK, thank you Miss [PII] I appreciate you verifying your policy for me and that phone number that you just gave me if our call is disconnected, can I call you back on that number?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] OK, alright, and we just need to add a [PII] to your name, is that correct? To your last name to make it worthy, OK.
[CUSTOMER][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, let me um go in here and see if I can get that taken care of.
[AGENT][NEUTRAL] OK, [PII], I've got that um corrected for you to be [PII] for your last name.
[AGENT][NEUTRAL] And I've also requested a new card to be mailed to you at your home address.
[CUSTOMER][POSITIVE] Alright, I appreciate it man.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Uh