AccountId: 011433970860
ContactId: 84e7c295-f86a-4f4b-aa03-130de8b65539
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139020 ms
Total Talk Time (AGENT): 56722 ms
Total Talk Time (CUSTOMER): 50693 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/84e7c295-f86a-4f4b-aa03-130de8b65539_20250314T14:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling about my gap insurance cards if I can get those mailed out to me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh sure, just needing some ID cards. I can see if I can get those to you. um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's [PII]
[AGENT][POSITIVE] OK, thank you and then uh can I get a good call back number from you first [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] And this is for my regular insurance or
[CUSTOMER][NEUTRAL] No, you don't have it. No, I don't have my policy number right now.
[AGENT][NEUTRAL] OK, that's fine um I could try searching just using your name um.
[AGENT][NEUTRAL] Let's see, I know the last name you said [PII] could you spell your first name for me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] First name is [PII]. That's [PII]
[AGENT][NEUTRAL] Got it. OK, thank you. All right, one moment.
[AGENT][NEUTRAL] Well, I did not get that res uh result with that name. Um, I could try searching using your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I don't have any results, uh, for you in our system, [PII].
[CUSTOMER][NEGATIVE] That's not good. It should have.
[AGENT][NEUTRAL] No, did you mean to call? Uh, this is American Public Life. I'm sorry.
[CUSTOMER][NEUTRAL] It should have went live. Wait, is this um BB BBA?
[AGENT][NEUTRAL] No, um, that's what this is American Public Life or APL.
[CUSTOMER][NEUTRAL] OK, so maybe that's why. OK. Thank you.
[AGENT][NEUTRAL] It's OK, it can be very confusing, no worries y'all have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.