AccountId: 011433970860
ContactId: 76f621fa-e1d5-4767-8e6a-c99e4d0a5442
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109019 ms
Total Talk Time (AGENT): 45519 ms
Total Talk Time (CUSTOMER): 55848 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/76f621fa-e1d5-4767-8e6a-c99e4d0a5442_20250417T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, my name is [PII], and I was calling to see if I could get a new card mailed to me. Mine is really worn out.
[AGENT][NEUTRAL] I'm sure, [PII], I can have a card mailed to you. Um, first, let me get a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Anything else
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need your policy number, please.
[CUSTOMER][NEUTRAL] 01834915.
[AGENT][NEUTRAL] And please verify your name again and your date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, please verify your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and please verify your email address.
[CUSTOMER][NEUTRAL] Uh, my personal email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. That's the one we have on file. OK, and I just sent the request to have your new ID card mailed. You should receive it within 3 to 5 business days. Well, I'm sorry, 7 to 10 business days. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3 to 5 sounded better.
[AGENT][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] Nothing, uh.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling ATL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Mm thank you.