AccountId: 011433970860
ContactId: 3a21473b-4968-4af3-b8f6-93435e160823
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201339 ms
Total Talk Time (AGENT): 59856 ms
Total Talk Time (CUSTOMER): 76535 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/3a21473b-4968-4af3-b8f6-93435e160823_20250604T22:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Yes, I had called early on, um, and somebody sending me some ID cards online. I never received it, you know.
[AGENT][NEUTRAL] OK, I'm sorry, so you're calling because you're needing your ID card?
[CUSTOMER][NEUTRAL] Yeah, I needed ID card emailed to me, you know.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. And [PII], do you have the policy number or no?
[CUSTOMER][NEUTRAL] No, I give my social.
[AGENT][NEUTRAL] OK, what's your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, give me one moment please.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address please.
[CUSTOMER][NEUTRAL] [PII] email is [PII]
[CUSTOMER][NEUTRAL] No, email is uh [PII]. Um, address is [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And I apologize, Mr. [PII], verify your email address for me one more time, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] OK, uh, I can email that card out to you and we do have an online service center to where if you need to you can print out a card.
[CUSTOMER][NEUTRAL] Uh, I don't think I signed up for the, um, online portal.
[CUSTOMER][NEUTRAL] Uh, if you could send me information on that too, that might be helpful that way I could go ahead and sign up, and I want the card for me and the card for the kids also Simoa and Amari.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, the card will be emailed to you so you can print it out as many times as you like, but I'll definitely send that in a few moments.
[CUSTOMER][NEUTRAL] Yeah, but is that the same card for the kids or is a different card?
[AGENT][NEUTRAL] Yes, it's all the same card. There's no difference. Yes, sir.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][POSITIVE] Oh, you're welcome. Um, and is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Thank you appreciate it.
[CUSTOMER][POSITIVE] No man, that's it. I'll be looking out for that email thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.