AccountId: 011433970860
ContactId: 77d2070f-6834-4113-875f-0af55b2c22a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164449 ms
Total Talk Time (AGENT): 73292 ms
Total Talk Time (CUSTOMER): 47080 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/77d2070f-6834-4113-875f-0af55b2c22a1_20250221T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APIL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling you because I would like to request those, uh, the, the cards.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] The physical cards for insurance, yeah.
[AGENT][NEUTRAL] Yes, [PII], I can help you with insurance card, sir. Can I please um get your policy number?
[CUSTOMER][NEUTRAL] OK. Uh, OK, the policy number is 02467778.
[AGENT][POSITIVE] OK, and [PII], what is uh um a good call back number for you, sir, just in case our call gets dropped.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Thank you, sir. Let me look up your policy real quick.
[AGENT][NEUTRAL] All right, [PII], can you please verify your address and your email address for me?
[CUSTOMER][NEUTRAL] OK, uh, the address is [PII].
[AGENT][NEUTRAL] OK, let me double check this real quick.
[CUSTOMER][NEUTRAL] ZIP code [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's not the number that's coming, uh, the address that's coming up for me. Did you change addresses?
[CUSTOMER][NEUTRAL] Maybe you have the the maybe you have, you have another address [PII].
[AGENT][NEUTRAL] OK, thank you so much. OK, so what is your current good address? Do we need to change it?
[CUSTOMER][NEUTRAL] You can send me to the one in [PII] you can send me the one in [PII]'s fine.
[AGENT][POSITIVE] OK, good. OK, good. All right.
[CUSTOMER][NEUTRAL] I, I use both, so yeah, you can use in yeah, yeah.
[AGENT][POSITIVE] Yes, sir. Thank you. All right.
[AGENT][NEUTRAL] Let me check something real quick and let me get those cards ordered for you.
[AGENT][NEUTRAL] OK, [PII], I've got those cards requested to be sent to your address in [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] Oh, you're very welcome. You have a wonderful weekend, [PII], and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Mm bye bye, sir.