AccountId: 011433970860
ContactId: 79b956e5-8083-498f-bfa1-f55e35b22ab8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176410 ms
Total Talk Time (AGENT): 70310 ms
Total Talk Time (CUSTOMER): 38419 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/79b956e5-8083-498f-bfa1-f55e35b22ab8_20250408T12:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, let me give you my group number.
[AGENT][NEUTRAL] Alright, let me just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 80127.
[AGENT][NEUTRAL] Alright and who am I speaking with?
[CUSTOMER][NEUTRAL] Is this [PII]?
[AGENT][NEUTRAL] All right, Mr. [PII], and how can I help you today?
[CUSTOMER][NEUTRAL] Well we recently switched back to APL.
[CUSTOMER][NEUTRAL] And all everybody in my office has received their cards, but I have not, so I'm just calling to verify the address and if you could resend.
[AGENT][NEUTRAL] All right, um, the ID cards were sent to the wrong address.
[CUSTOMER][NEGATIVE] Well, the thing is everybody has received theirs, so I need you to resend mine because apparently they were misplaced, lost. I don't know, they haven't arrived.
[AGENT][NEUTRAL] OK, OK, we're talking about your own policy. Is that correct?
[CUSTOMER][NEUTRAL] Mine, yes, yes.
[AGENT][NEUTRAL] OK, all right. Um, let me search it up really quick and I can check on that, um, address for you.
[AGENT][NEUTRAL] All right, Mr. [PII], I was able to find your policy just for verification steps. Can you tell me your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And what is the address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 65. Alright, um, we do have that address um [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Could you send me another uh.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm. Yes, I can.
[CUSTOMER][POSITIVE] OK, I'd appreciate it please.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. I have gone ahead and ordered that ID card for you and the policy certificate as well in case you need it. And is there anything else that I can help you with, Mr. [PII]?
[CUSTOMER][NEUTRAL] Nope, that is it.
[AGENT][POSITIVE] Alright well thank you much for calling APL and you have a nice day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.