AccountId: 011433970860
ContactId: 7f052fd6-2ed1-4eca-be98-15c32fceda25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345320 ms
Total Talk Time (AGENT): 173140 ms
Total Talk Time (CUSTOMER): 84814 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/7f052fd6-2ed1-4eca-be98-15c32fceda25_20250501T15:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I have an insurance with you guys with you guys. I lost my card, so I wanted to see if there was any way that you guys could mail me a new one.
[AGENT][NEUTRAL] OK, so you're needing to get a new ID card, is that correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And I'm so sorry. Could you please give me your name again?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] One more time. Sorry.
[CUSTOMER][NEUTRAL] No, no, [PII], do you want me spell it out for you?
[AGENT][NEUTRAL] [PII] is your first name?
[CUSTOMER][NEUTRAL] It's yeah it's spelled [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. Mhm. OK. Yes, ma'am. I got that. And what is the last name?
[CUSTOMER][NEUTRAL] My last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Um, it's area code [PII].
[AGENT][NEUTRAL] OK, thank you. And do you know your policy number? If not, I can look it up with your full social.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, no, I don't, um, I believe my policy number is 0.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Give me one moment please to get your information pulled up. Then I will have to verify several things with you first for security and also Marcella, well, OK, yeah, that's all I'll need to, to do with you. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] My, my day of what? I'm sorry, first?
[AGENT][NEUTRAL] Your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the phone number that you just gave me, is that the phone number that we should have on file for you?
[AGENT][NEUTRAL] The [PII]. OK.
[CUSTOMER][NEUTRAL] Yeah, my cell phone.
[CUSTOMER][NEUTRAL] Uh huh yeah.
[AGENT][NEUTRAL] And then lastly I do need to add an email address on file for you.
[AGENT][NEUTRAL] So what email would you like to have added?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's my first initial M. My last name [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], thank you for verifying all of your information. And I'm just gonna repeat that back. So it's [PII].
[CUSTOMER][POSITIVE] You got it.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Alright just a moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'll be happy to uh request that additional cards be mailed to you if you would like, but we also I'm going to email you your user guide for our online service center portal.
[CUSTOMER][POSITIVE] Uh, thank you. Yes, please.
[AGENT][NEUTRAL] So that you, or have you already, OK, so the portal.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] All right, the portal, Ms. um [PII] is where you will actually have access to your policy certificate information, your ID cards, claim status. If you were to ever have to file your own claim with APO, you can do that through the portal. Um, so because it's gonna take about 10 business days for you to receive those cards in the mail.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] So if you would
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] In the meantime you'll be able to have access to them now for viewing and you can also print them out right um so I will, I will do that. The email that I'm going to send to you in just a moment is going to come from [PII] team at [PII]. Yes ma'am, and I will put in the subject line for you APL online service center portal so that you can recognize that as not being junk or spam mail.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds perfect.
[AGENT][NEUTRAL] Alright then, well, is there anything else that I could help you with this morning, Ms. [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well then, thank you so much for calling APL and I hope you have a very nice day.
[CUSTOMER][POSITIVE] Likewise, thank you for your help.
[AGENT][POSITIVE] You're very welcome. It was my pleasure.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][POSITIVE] You're welcome. Bye bye.