AccountId: 011433970860
ContactId: 3f7050e3-180a-4c0c-b7f3-0b536e496e9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166880 ms
Total Talk Time (AGENT): 60675 ms
Total Talk Time (CUSTOMER): 75939 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/3f7050e3-180a-4c0c-b7f3-0b536e496e9c_20250312T17:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Oh yeah, I just um went to get a new card. I believe I think it's expired. I'm not too sure.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Policy slasher number is 02344850.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment please.
[AGENT][NEUTRAL] OK, and Mr. can you verify your date of birth, mail address and email address for me, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Now you said my birthday?
[AGENT][NEUTRAL] Uh, yes, sir, date of birth, mailing address, and an email address.
[CUSTOMER][NEUTRAL] Yeah, [PII], uh, [PII], um.
[CUSTOMER][NEUTRAL] Like email on file should be [PII].
[AGENT][POSITIVE] I do, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] And my
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I was gonna say I do show a different email address. It's like a [PII].
[CUSTOMER][NEUTRAL] The the crown heavy equipment?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] That is that one OK, yeah, [PII], yeah.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] And then uh the address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And this is a cell number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Um, well, with your
[AGENT][NEUTRAL] Well, with this policy, it hadn't expired, like our cars don't expire, but if you need it, um,
[AGENT][POSITIVE] Another copy, I can definitely send a request to have it mailed out to you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK. Wait, so this card that I have.
[AGENT][NEUTRAL] There's no expiration date. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] So I can just show this to the lady at the dentist and she'll be able to, like that'll be, I mean that'll be it.
[AGENT][NEUTRAL] Yes, sir. That way they can give us a call and we can verify your benefits and eligibility.
[CUSTOMER][POSITIVE] Got you. OK, yeah, for some reason when I tried this like a few months ago, they said that I would need a new card, so I, I just followed that. So I guess, I guess I did all, all that for nothing. Oh, OK. All right, well, I appreciate that. That's all I really needed.
[AGENT][POSITIVE] OK, well thank you so much for calling APL. You have a great rest of your day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah.