AccountId: 011433970860
ContactId: 41669667-2edf-49b9-a0ce-3c0bba766f55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142020 ms
Total Talk Time (AGENT): 46069 ms
Total Talk Time (CUSTOMER): 52152 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/41669667-2edf-49b9-a0ce-3c0bba766f55_20250505T19:58_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I just wonder if I could get a new uh card.
[AGENT][NEUTRAL] OK, what is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and [PII], are you the policy holder?
[CUSTOMER][NEUTRAL] Well, my husband, me and my husband are.
[AGENT][NEUTRAL] OK. And what is that?
[CUSTOMER][NEUTRAL] And now he's got he's deceased.
[CUSTOMER][NEUTRAL] He's deceased, so I want this to get in my name.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] I would say I've already done that.
[CUSTOMER][NEUTRAL] 6168.
[CUSTOMER][NEUTRAL] 78.
[AGENT][NEUTRAL] OK, and can I get a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] your.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] And [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And uh built the mailing address on the file?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, is there an email address on file that you can verify?
[CUSTOMER][NEUTRAL] I don't have an email. I don't have no computer.
[AGENT][NEUTRAL] OK. OK. OK.
[AGENT][NEUTRAL] Now do you want the card emailed to you or mailed?
[CUSTOMER][NEUTRAL] Just mail it.
[AGENT][NEUTRAL] OK. All right, we can get that mailed over to you and we'll make that request today. And did you have any other questions?
[CUSTOMER][NEUTRAL] Yeah. That's stuff.
[AGENT][POSITIVE] OK, so, so we'll make that request today and if you have no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][NEUTRAL] Uh bye-bye.
[CUSTOMER][POSITIVE] accurate.