AccountId: 011433970860
ContactId: 5cc40a5e-81b0-4047-944c-b6e4a251b288
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 488820 ms
Total Talk Time (AGENT): 69483 ms
Total Talk Time (CUSTOMER): 67109 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/5cc40a5e-81b0-4047-944c-b6e4a251b288_20250522T18:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh yes, ma'am. I need an ID card.
[AGENT][NEUTRAL] OK, sure, I can assist you with an ID card. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] The policy number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is it
[AGENT][NEUTRAL] If you don't have it, it's OK. I can do a name search.
[CUSTOMER][NEUTRAL] Yeah, uh, I had the ID number.
[AGENT][NEUTRAL] What's the ID number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I have the uh uh 002566.
[CUSTOMER][NEUTRAL] 174-01, is that it?
[AGENT][NEUTRAL] Let me try that one moment.
[AGENT][NEUTRAL] OK. um, Mr. [PII], for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, email address is uh [PII].
[CUSTOMER][NEUTRAL] And uh mailing address is [PII].
[AGENT][NEUTRAL] OK. And you need this ID card to be sent to you by email or by, by mail, by regular mail?
[CUSTOMER][NEUTRAL] You can send it to me by email. I need one for me, one for my daughter.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I guess uh however you send it but I I needed the mail too because I needed the physical part when I go in the office.
[AGENT][NEUTRAL] OK. So both cards is gonna have your name, OK? So I'm just gonna send you um the one that I'm gonna send the email, it's just gonna be one because you can make several copies of it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah, ma'am?
[AGENT][NEUTRAL] OK, the one that I'm gonna send email is just gonna be one card. I'm gonna go ahead and request the card and you will get two cards in the mail, OK? Um, now it's, they're both gonna have your name because you're the main holder.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so if you don't mind holding for me, I'm gonna go ahead and send that email to you with a copy of your card.
[CUSTOMER][NEUTRAL] OK, they have a front back, that car is gonna have a picture of front back on it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.