AccountId: 011433970860
ContactId: 44460031-ca3b-43b0-bdac-906e81ccc44f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323079 ms
Total Talk Time (AGENT): 106475 ms
Total Talk Time (CUSTOMER): 69089 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/44460031-ca3b-43b0-bdac-906e81ccc44f_20250516T19:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey, how you doing today, ma'am?
[AGENT][POSITIVE] I'm doing well. How are you doing today?
[CUSTOMER][NEUTRAL] I'm, I'm fine. I'm doing great um I was calling because I need um a copy of my ID card sent to my email.
[AGENT][NEUTRAL] OK, I can help you with your insurance card. um, can you please give me your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK [PII] thank you and what is your policy number sir or do you know it?
[CUSTOMER][NEUTRAL] Um, I don't know it.
[AGENT][NEUTRAL] OK, I can look it up with your social. Can you give me your social?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look you up real quick.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, [PII], are you wanting your dental policy?
[AGENT][NEUTRAL] Sent to you?
[AGENT][NEUTRAL] Which policy is it?
[CUSTOMER][NEUTRAL] The dental and the vision, both of them, if, if, if you got if you got the vision 12, you can, you can send me both ID cards.
[AGENT][NEUTRAL] OK, we don't have your vision here at our company we just I'm looking and we just have your dental and let me verify your policy real quick can you give me your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um, it is [PII] and my email address is [PII].
[AGENT][NEUTRAL] OK, thank you so much and let me see if I can if this policy has a card or not. Let me look.
[AGENT][NEUTRAL] Just a minute. I try to find it for you, sir.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Although it's taking its sweet time to pull in, but I have it right here.
[CUSTOMER][NEUTRAL] Coming right back, yo.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] No problem, no problem. Get back.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get this faxed over to you and as soon as I've um I get it emailed to you as soon as I've got the email sent I'll get right back with you, OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] What in the world is wrong with me?
[AGENT][NEUTRAL] Dang, allergies.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK [PII] thank you for holding for me I've got that email on its way to you now.
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, no, ma'am, you have been very helpful.
[AGENT][POSITIVE] Well thank you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Bye-bye, sir.
[CUSTOMER][POSITIVE] Yes ma'am thank you