AccountId: 011433970860
ContactId: 7f352bf1-fa63-4a89-a16f-6e6b8996592c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198119 ms
Total Talk Time (AGENT): 60796 ms
Total Talk Time (CUSTOMER): 58071 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/7f352bf1-fa63-4a89-a16f-6e6b8996592c_20250509T13:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was trying to download my um ID card to print it, but it keeps saying there's technical difficulties, so I'm hoping you might be able to email it to me.
[AGENT][NEUTRAL] Sure, I can help you with that. Um, let me see.
[AGENT][NEUTRAL] Um, can I get your name and your policy number?
[CUSTOMER][NEUTRAL] Yes, name is [PII], last name [PII]
[CUSTOMER][NEUTRAL] And then the policy number is 2304201.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And can I get a good call back number just in case we're disconnected while I'm pulling it up?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And so, do you mind verifying your date of birth and your address for me, please?
[CUSTOMER][NEUTRAL] Yeah, date of birth is [PII] and address is [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and you need me to um email those cards to you. Let me get those pulled up real quick.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, it's almost [PII].
[AGENT][NEUTRAL] And the email is [PII].
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Alright, I have that off in an email to you. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Um, I did have a question on how long you have to file claims afterwards.
[AGENT][NEUTRAL] Um, as long as the, the policy was in effect when the, the, the client happened, uh, you can file it whenever you.
[AGENT][NEUTRAL] You can
[CUSTOMER][POSITIVE] Oh, OK, OK, I totally forgot I even had this benefit and then I had a, uh, claim in October so I was like I wonder if I can still fly all that. OK, well thank you so much for your help.
[AGENT][POSITIVE] Yes, ma'am, you can.
[AGENT][POSITIVE] All right. Well, thank you for calling ATL. You have a wonderful day, Miss [PII].
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.