AccountId: 011433970860
ContactId: 82b7b578-913d-46b7-ac08-d4d68cabea41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101620 ms
Total Talk Time (AGENT): 27154 ms
Total Talk Time (CUSTOMER): 47930 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/82b7b578-913d-46b7-ac08-d4d68cabea41_20250106T14:44_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm sure I'm sorry, I just called and I'm not sure if I spoke to you. My name is [PII].
[AGENT][POSITIVE] How can I assist you today?
[CUSTOMER][NEUTRAL] OK, I just spoke to one of your representatives and if you could look at my policy number.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] Policy number is 02505666.
[AGENT][NEUTRAL] Can you verify your mailing address and your date of birth [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Birthday [PII].
[AGENT][NEUTRAL] And what's your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what's the email address that we may have on file for you, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Callback number [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] How can I assist you today?
[CUSTOMER][NEGATIVE] I just spoke to one of your representatives and um they she said that they sent me out a new card. I was looking for the card and it was stuck to one of my other cards, so I actually have it. She was gonna send me out a new card. I don't know if it's something I don't know it's in the system and you can, you can, um, disregard that.
[CUSTOMER][NEGATIVE] I don't want, I don't want a card sent out.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hey, is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alrighty well thanks for giving us a call [PII]. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] OK good thank you.