AccountId: 011433970860
ContactId: 88eb56f3-53e2-42bd-b0a6-4ab4c1109f7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116290 ms
Total Talk Time (AGENT): 47937 ms
Total Talk Time (CUSTOMER): 62009 ms
Interruptions: 2
Overall Sentiment: AGENT=2.3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/88eb56f3-53e2-42bd-b0a6-4ab4c1109f7c_20250421T21:23_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi. How are you? Good afternoon. My name is uh [PII].
[AGENT][POSITIVE] I'm good, thank you.
[CUSTOMER][NEUTRAL] And my policy certificate is 02611522.
[AGENT][NEUTRAL] No, it's 522.
[CUSTOMER][NEUTRAL] Yes, 02611522.
[AGENT][NEUTRAL] OK. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Miss [PII], and I need to verify the date of birth, mailing address and email address on file.
[CUSTOMER][NEUTRAL] [PII] uh [PII] at [PII].
[AGENT][POSITIVE] Thank you. And how may I assist you today, Miss [PII]?
[CUSTOMER][NEUTRAL] Thank you. Yes, uh, would, would you mind sending me a, uh, a card because I seem to have misplaced it because I was traveling, please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Sure, yes, I can do that. Let's see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] It was, it was that easy.
[AGENT][NEUTRAL] All right, let me get this out before I let you go.
[CUSTOMER][NEUTRAL] I see that people call with complicated stuff usually.
[AGENT][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] All right, I went ahead and requested that card for you. So it usually takes 5 to 7 business days for you to get it, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. I really appreciate it. Thank you so, so much.
[AGENT][NEUTRAL] You're welcome Miss [PII]. Is there anything else?
[CUSTOMER][POSITIVE] Take care.
[AGENT][POSITIVE] You too. Thank you. Have a good afternoon. Thank you. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] No, about you.
[CUSTOMER][POSITIVE] Bye. Take care. Bye.
[CUSTOMER][POSITIVE] Good afternoon.