AccountId: 011433970860
ContactId: 6842668f-9af9-4d27-bd47-877c23ff2bef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196610 ms
Total Talk Time (AGENT): 55295 ms
Total Talk Time (CUSTOMER): 49227 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/6842668f-9af9-4d27-bd47-877c23ff2bef_20250612T13:42_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am, um, I was calling to see if I could get an ID medical ID card, insurance card, sorry.
[AGENT][NEUTRAL] OK. Do you have your policy number and I can help you with that card.
[CUSTOMER][NEUTRAL] I sure don't.
[AGENT][NEUTRAL] OK, I can look it up by your left.
[CUSTOMER][NEUTRAL] It's under my husband's.
[AGENT][NEUTRAL] OK, um, I can look it up by last name or his social.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] And it was for the medical policy, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, do you, what was your name?
[CUSTOMER][NEUTRAL] [PII] called.
[AGENT][NEUTRAL] OK. And then can you verify your address, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And do you have a good call back just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you want me to email it to his email or do you have an email you'd like me to email it to?
[CUSTOMER][NEUTRAL] I have an email. It's gonna be [PII].
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] An old email.
[AGENT][NEUTRAL] I understand. I've got one of those too.
[AGENT][NEUTRAL] OK, I'll
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Yeah, I, I've got a [PII] too.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, I will get that emailed over to you, [PII]. Um, is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well, thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Uh, you too, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.