AccountId: 011433970860
ContactId: 6452358d-462c-4cb7-8687-054ab61ce538
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263230 ms
Total Talk Time (AGENT): 119354 ms
Total Talk Time (CUSTOMER): 88478 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/6452358d-462c-4cb7-8687-054ab61ce538_20250528T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. This is [PII]. I drive a horseback. I'm an over the road driver, and I was needing to go to the doctor, but since I took out this policy, I haven't been home to get my medical card. I was trying to find a way if y'all could email me one and I can use it till I get home.
[AGENT][POSITIVE] Of course, Mr. [PII], I'd be happy to help you with getting your ID card today. um just in case we get disconnected, what's a good phone number for you?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] Alright, and so since you don't have your card, you don't have your policy number either?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] What is your social? I can look it up that way.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, give me just a moment. I'm gonna look it up using your social.
[AGENT][NEUTRAL] All right, Mr. [PII], I was able to locate a policy for you. I just need to verify verify some information from you, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And your address?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] And you already gave me your phone number, so the last thing I need to verify is your email address.
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] All right, Mr. [PII], thank you so much for verifying all that information for me. Give me just a moment. I'm gonna see if I can pull up your ID card and then I can send it to the email on file. Is that OK?
[CUSTOMER][POSITIVE] Yes ma'am, that'd be fine, thank you so much.
[AGENT][NEUTRAL] No problem. Give me just a moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] It's no problem.
[CUSTOMER][NEUTRAL] I was trying to, I was trying to go to the doctor for the last 2 weeks.
[AGENT][NEUTRAL] Oh no. Well, I'm so sorry you weren't able to go. Um.
[CUSTOMER][NEGATIVE] I, I, I, it wasn't, it was my fault because I forgot the name of the insurance company. I had to call her back and we had to backtrack and they had to send me to different people till I got the right number.
[AGENT][POSITIVE] Oh goodness, well I'm glad you're finally able to reach us. um I am about to send it to you right now and also I don't know if you um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you want to or not, but we do have an online service center, um, where you can access your card 24/7 online, um, I can, I can send you the information with that too.
[CUSTOMER][NEUTRAL] Yeah, I, I was gonna ask.
[CUSTOMER][POSITIVE] Yes, ma'am, send it to me because I would try, that's what I was looking for.
[AGENT][POSITIVE] Yes sir, I'll send you the information on that.
[CUSTOMER][NEUTRAL] You know how the, you, you.
[CUSTOMER][NEUTRAL] You know how many we gonna try to put in all kind of alphabets to find a way to find it.
[AGENT][NEUTRAL] Yes sir, all right, well give me just a few minutes here and I'm gonna send all that information to you, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] No problem, Mr. [PII]. Was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] That'll be all.
[AGENT][POSITIVE] All right. Well, thank you so much for calling APL and I hope you have a wonderful rest of your day.
[CUSTOMER][NEUTRAL] All right, you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.