AccountId: 011433970860
ContactId: 82c03ac8-695c-45b7-b5d9-4464a0e1ed7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237750 ms
Total Talk Time (AGENT): 96866 ms
Total Talk Time (CUSTOMER): 121308 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/82c03ac8-695c-45b7-b5d9-4464a0e1ed7f_20250102T20:40_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. My husband has a, um, gap insurance with you, and, um, I don't know how to get a ID card for him. That's what I'm trying to do.
[AGENT][NEUTRAL] Well, that
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you happen to have his policy number or social?
[CUSTOMER][NEUTRAL] I have a social. It's uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is his name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um [PII].
[AGENT][NEUTRAL] And current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is his email address?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, KF
[CUSTOMER][NEUTRAL] It's, it's a, it's a, it's a challenging one. OK, you're ready? OK. [PII], I'm sorry, of [PII].
[AGENT][POSITIVE] It looks like it. I'm ready.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] I mean, that one is like, I don't know how he came, uh, actually, I do know how he came up with it, but nobody would really understand it.
[AGENT][NEUTRAL] That kind of looks like a tough one.
[CUSTOMER][NEUTRAL] It's the weirdest thing.
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] Uh my name is [PII]
[CUSTOMER][NEUTRAL] And I'm his spouse.
[AGENT][NEUTRAL] And OK, what is a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. What I can do is I can email him a copy of his card.
[CUSTOMER][POSITIVE] Oh perfect.
[AGENT][NEUTRAL] And on that email it will have our website address, our portal, and he can create a login and password if he wants to view his policy benefits or print additional cards.
[CUSTOMER][NEUTRAL] Mm mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because I actually went on to the website and what what um.
[CUSTOMER][NEGATIVE] They're saying it says that there's nothing in there for him. He's not, he's not a uh a member.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Which is why I'm calling you guys. I'm calling you directly because I'm like, OK, I'm very confused.
[AGENT][NEUTRAL] Yeah, let me check something.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I don't see that he has an active account.
[CUSTOMER][NEUTRAL] Are you serious?
[AGENT][NEUTRAL] Right, I mean, no, with this in the portal, uh, he does have an active policy, but I'm so sorry.
[CUSTOMER][NEUTRAL] Um, he's.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, OK, right. No, no, no. OK, I got it. Oh yeah, yeah.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Sorry about that.
[CUSTOMER][NEUTRAL] It made my heart skip for a minute there. That's OK. I'm like, wait a minute, I know he has one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, he just has a policy and I'm fixing to email him a copy of his card.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, excellent we'll, I'll, well, we'll figure out how to get him, uh.
[CUSTOMER][NEGATIVE] Set up on the website. I have to do all of that for him. He's, he's not that savvy.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I got you. But, uh, uh, you know, because you're not listed on the policy, I can't send it to you. But, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I understand, yes, yeah.
[AGENT][NEUTRAL] Yeah, and.
[CUSTOMER][POSITIVE] That's, that's perfect, yeah.
[AGENT][POSITIVE] There shouldn't be any problem. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] I think that's what we need. That's all we need today.
[AGENT][POSITIVE] Such a pleasure to assist you, Ms. [PII], and thank you for calling APLA. I hope you and your family have the happiest of [PII]'s.
[CUSTOMER][POSITIVE] My pleasure. Thank you so much. You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.