AccountId: 011433970860
ContactId: 41a8cbe6-c639-461f-a473-7b55c5edff1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277559 ms
Total Talk Time (AGENT): 67479 ms
Total Talk Time (CUSTOMER): 34224 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/41a8cbe6-c639-461f-a473-7b55c5edff1a_20250527T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, I haven't gotten a, a, a card and I have a doctor's appointment on Friday and I was hoping I could get a number to give him.
[AGENT][POSITIVE] Yeah, absolutely. Do you by chance have a policy number or no?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] All right, so we can look it up by your name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] Um, the social is [PII].
[AGENT][NEUTRAL] All right, thank you. Give me just a moment, let me do a search for that.
[AGENT][NEUTRAL] Apologize for the hold. My system is running a little slow this morning.
[AGENT][NEUTRAL] And then if I could just get your first and last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Mr. [PII], and then I just need to verify please your uh date of birth and address.
[CUSTOMER][NEUTRAL] Uh, [PII] and I'm at [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Did you want to write down the policy number also? I can email you a card though.
[CUSTOMER][NEUTRAL] Um, yeah, I'll write it down.
[AGENT][NEUTRAL] OK. Let me know whenever you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] It's 234.
[AGENT][NEUTRAL] 0641.
[AGENT][NEUTRAL] And then if you don't mind, you don't have an email address on file choice if you wanna give me an email, I'll email you a copy of a card, uh, that way you have one for Friday.
[CUSTOMER][POSITIVE] Awesome, um, it's [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, so give that a few minutes and you should have a card coming through. Is there anything else that I can help with today?
[CUSTOMER][POSITIVE] No, that'll do it. I appreciate your help.
[AGENT][POSITIVE] Not a problem. Thanks for calling APL. Have a good day.