AccountId: 011433970860
ContactId: 8f1a9548-a2e8-4972-a478-dbbcb4f827f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230889 ms
Total Talk Time (AGENT): 92147 ms
Total Talk Time (CUSTOMER): 61236 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/8f1a9548-a2e8-4972-a478-dbbcb4f827f7_20250128T20:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi. Um, I'd like to get uh a copy of my card, please.
[AGENT][NEUTRAL] OK, I can help you with getting a copy of your card.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Can I get your name and your callback number please?
[CUSTOMER][NEUTRAL] My name is [PII]. The last name is [PII], and my phone number is [PII].
[AGENT][POSITIVE] OK, thank you so much, [PII]. Do you have your uh policy number?
[CUSTOMER][NEUTRAL] I do not
[AGENT][NEUTRAL] OK, can I get your social security number and pull in your policy that way so I can get the card ordered for you?
[CUSTOMER][NEUTRAL] [PII] sorry, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, just a sec.
[AGENT][POSITIVE] Not a problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the for you?
[CUSTOMER][NEUTRAL] Um, is it [PII]?
[AGENT][NEUTRAL] Yes it is. That's your email and your physical address?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then the phone number that you gave me to call you back on is that your cell phone?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] OK, so I'm gonna go in and order a new card to be mailed to your home address that we have on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me give you your policy number real quick while we're on the phone together, so that you have that.
[CUSTOMER][POSITIVE] Uh, give me one second, let me get a pen, but that would be great.
[AGENT][NEUTRAL] Yes ma'am. OK.
[CUSTOMER][POSITIVE] OK, I'm ready when you are.
[AGENT][NEUTRAL] OK, that policy number is 216.
[AGENT][NEUTRAL] 41.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 27
[CUSTOMER][NEUTRAL] 216-412-7
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And I've got that card already ordered to be mailed to your home address for you, [PII].
[CUSTOMER][POSITIVE] Thank you so much. I really appreciate it.
[AGENT][POSITIVE] You're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well, you have a great day and thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you too.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] OK.