AccountId: 011433970860
ContactId: 8baee4c2-2d00-4ab7-bfe2-9dbb24b12648
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287269 ms
Total Talk Time (AGENT): 126358 ms
Total Talk Time (CUSTOMER): 78942 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/8baee4c2-2d00-4ab7-bfe2-9dbb24b12648_20250303T13:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing this morning? Uh, I'm with Hs back.
[CUSTOMER][NEUTRAL] And um trying to reach, I'm trying to reach the guy that I think he do he, he worked with her back and um trying to reach somebody so I can get get my ID card.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, so you
[CUSTOMER][NEGATIVE] Well, at least, at least get it, uh, get it emailed to me because I had went to the emergency room Saturday night and I didn't have it on me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so now I'm with APL, so do you have a policy with APL on what you're needing to get an ID card, is that correct?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is your social security number, please, so I can look up your information?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Mr. [PII]. So thank you. Give me just a moment please, to get your information located and pulled up. Once I do, I will have to verify several things with you first for security. So just one moment, please.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Also your home mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, now we, now we have a different for your mailing address.
[CUSTOMER][NEUTRAL] Uh, 15 is it [PII].
[AGENT][NEUTRAL] No, sir. It's a [PII].
[CUSTOMER][NEUTRAL] Oh, no, no, that's, that's, um, I don't have that anymore.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Well, what was it? Before I can change it, I'm gonna need to know what it was.
[CUSTOMER][NEUTRAL] Oh man, I got on this uh.
[CUSTOMER][NEUTRAL] shoot
[CUSTOMER][NEUTRAL] Uh, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I don't know right now. I'm gonna have to get back with y'all on that one.
[AGENT][NEUTRAL] OK, so yes, sir. So I will have, there's certain pieces of information, Mr. [PII], that we have to be able to verify for security purposes.
[AGENT][NEUTRAL] Before we can provide any information on a policy.
[CUSTOMER][NEUTRAL] Alright then.
[AGENT][POSITIVE] So if you can get that number and just give us a call back so that we can not only verify what this PO box had been but we can also get your information updated for you and then yes sir we'll be happy to get your ID cards for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Now, will I, will you be able to like email me, email it to me?
[AGENT][NEUTRAL] No, sir. I can't, I can't do anything until we can verify your information.
[CUSTOMER][NEUTRAL] Yeah, yeah, I know, I know that's what I'm talking about, but once you get verified.
[AGENT][NEUTRAL] Yes, so once we get it verified, you can actually also set up a profile in our portal where you can have access to your ID cards any time and you can pull them up for viewing and or printing purposes.
[CUSTOMER][NEUTRAL] Alright then.
[AGENT][NEUTRAL] Mhm. So yes, sir, we can help you just we need to be able to verify your information first.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] All right. Well, is there anything else at the moment that I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][POSITIVE] OK, well thank you again for calling APL and if I'm not to use it to when you call back, Mr. [PII], I hope you have a nice day.
[CUSTOMER][POSITIVE] Alright thanks.
[AGENT][POSITIVE] Uh-huh, you're welcome. Bye-bye.