AccountId: 011433970860
ContactId: 4fd5bebf-8aa5-4aeb-9ce5-36adb19d6d54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231330 ms
Total Talk Time (AGENT): 54283 ms
Total Talk Time (CUSTOMER): 53197 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/4fd5bebf-8aa5-4aeb-9ce5-36adb19d6d54_20250123T16:54_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Needing an ID card?
[AGENT][NEUTRAL] OK, did you just call a minute ago?
[CUSTOMER][NEUTRAL] Yes, I did.
[AGENT][NEUTRAL] OK, I couldn't hear you. um, what's your name?
[CUSTOMER][NEUTRAL] Yeah, me neither. I couldn't hear. [PII]?
[AGENT][NEUTRAL] I think it was my it was my phone.
[CUSTOMER][NEUTRAL] Oh, OK. [PII]?
[AGENT][NEUTRAL] And [PII], what's your policy number or do you not have it because you don't have a card?
[CUSTOMER][NEUTRAL] I, no, I don't have the card whatsoever.
[AGENT][NEUTRAL] OK, spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] Got it. And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What are the 1st 3 digits again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] thank you one moment.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] You can verify your date of birth and mailing address, please?
[CUSTOMER][NEUTRAL] That's [PII]. My mailing address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your email address?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] OK. And was that where you would like the identification card mailed to you?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][POSITIVE] OK, give me one moment, I'll prepare that for you.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] Alright, I just emailed that over to you. Just wait a few minutes and then if you can confirm a receipt.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] For sure.
[CUSTOMER][POSITIVE] That is confirmed. Thank you very much.
[AGENT][NEUTRAL] Oh, you're welcome. Uh, any other questions, [PII], I can help with today?
[CUSTOMER][NEUTRAL] Mm, can you guys mail one so I can go ahead and have it in hand?
[AGENT][NEUTRAL] OK. You know, you can download it from our online service center as well.
[CUSTOMER][POSITIVE] Oh, OK, got it, yeah, I just saw that. I really appreciate that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, you're welcome. Anything else I could, OK, well, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] That should be it.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.