AccountId: 011433970860
ContactId: 39d17ef0-8e30-4c1b-9f43-1cdf9b48cf33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195899 ms
Total Talk Time (AGENT): 82467 ms
Total Talk Time (CUSTOMER): 37981 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/39d17ef0-8e30-4c1b-9f43-1cdf9b48cf33_20250422T15:41_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] [PII], I, I need to order some ID cards, please.
[AGENT][NEUTRAL] OK, I can help you with ID cards. Uh, can I please get your name, sir, and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII], the callback number is [PII].
[AGENT][POSITIVE] Thank you, [PII]. I appreciate it. And then what is your policy number, sir?
[CUSTOMER][NEUTRAL] 00945139
[AGENT][NEUTRAL] OK, alright, let me look up your policy.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then will you also please verify your address, phone number, and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] You, the address is [PII].
[AGENT][NEUTRAL] Thank you, sir. Your email address?
[CUSTOMER][NEUTRAL] What else did you need?
[AGENT][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] Business or personal?
[AGENT][NEUTRAL] It looks like it's a business address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you, sir. I appreciate you verifying that information for me. OK, let me go in here and order your cards for you.
[AGENT][NEUTRAL] It can be just a moment.
[AGENT][NEUTRAL] OK, Mr. [PII], I have those cards on the way to the address that you just verified for me.
[CUSTOMER][NEUTRAL] How, how many cards are you sending me?
[AGENT][NEUTRAL] I sent you one. Do you need more than one?
[CUSTOMER][NEUTRAL] Um, yeah, we, we have, in my family, we have 3 people.
[AGENT][NEUTRAL] OK, let me
[AGENT][POSITIVE] Order it again for you.
[AGENT][NEUTRAL] I'll get you 3 to go out.
[AGENT][NEUTRAL] Alright, Mr. [PII], I have 3 cards on the way to the address that you just verified for me, sir.
[CUSTOMER][POSITIVE] Thank thank you so much I really appreciate it.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Is there anything else I can help you with today before we go?
[CUSTOMER][POSITIVE] No thank you so much I appreciate it.
[AGENT][POSITIVE] You're very welcome you have a wonderful week and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.