AccountId: 011433970860
ContactId: 74bc118a-c431-4b41-9ce6-ce321194b5da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159119 ms
Total Talk Time (AGENT): 65421 ms
Total Talk Time (CUSTOMER): 59174 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/74bc118a-c431-4b41-9ce6-ce321194b5da_20250424T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ADL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'd like to request uh an additional ID card please.
[AGENT][NEUTRAL] Sure, I can get an ID card for you. Uh, what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], can I take a call back number from you in case we're disconnected?
[CUSTOMER][NEGATIVE] Sure we have kind of a bad connection now actually. Uh yeah, my number is [PII].
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I think so, uh, the on the card, let's see, there is a.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, there is a policy number. It's 026114448.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, and then [PII] I'm just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address we've got on file for you uh looks like it is, uh, might be through an employer.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, the email address, uh, well I've got two email addresses. Let me give you probably the employer one that's um.
[CUSTOMER][NEUTRAL] [PII] my name.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Perfect, yes, that's exactly what we've got. OK, well I appreciate you verifying all of that information, [PII]. um, now I've got a couple of options for you. I can, um, email you, uh, this ID card. I can mail you a paper copy or I can do both. Uh, what would you prefer?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I'd rather you mail it because I believe the one you mail is a little bit more pla plasticy or a little more durable, let's put it that way than just printing it.
[AGENT][POSITIVE] Yes, yes, yeah, usually the email is just going to be for um convenience if you just need something quick, so OK, I can definitely have that mailed to you um was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I'd love that.
[CUSTOMER][POSITIVE] Uh, no, that's all I needed. Thank you very much.
[AGENT][POSITIVE] Alright yeah well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.