AccountId: 011433970860
ContactId: 6b5fc609-8a09-4e8d-b5b1-8c48af1b8ff0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202009 ms
Total Talk Time (AGENT): 72227 ms
Total Talk Time (CUSTOMER): 32567 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/6b5fc609-8a09-4e8d-b5b1-8c48af1b8ff0_20250506T13:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to see if I can get um an online ID ID card.
[AGENT][NEUTRAL] Uh sure, we can provide your ID card.
[CUSTOMER][NEUTRAL] Oh, an ID card.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Um, do you happen to have your policy number?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] All right. Are you OK if we use your social security number to make a broad search through the system?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah, we, we can.
[AGENT][NEUTRAL] All right. And what is that number?
[CUSTOMER][NEUTRAL] Um [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, sorry, I wasn't able to get um the whole numbers. Can you repeat it for me, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Really
[AGENT][NEUTRAL] All right. And what is the name on the policy?
[CUSTOMER][NEUTRAL] It's your birthday guys.
[AGENT][NEUTRAL] All right. I do have here in your policy. And just for verification steps, can you tell me your date of birth and address, please?
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you very much for verifying. And I do see here that we have an email on file. Would that email be um a good one to use to send you your ID card?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, Mr. [PII], I have your policy ID card and I will be um emailing to you in just a few minutes. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No, that's all I needed.
[AGENT][POSITIVE] All right. Well, if there's anything else that I can help with, um, thank you very much for calling APL and I hope you have a nice day. You should be receiving that ID card in just a minute, all right?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][POSITIVE] Thank you, bye bye.