AccountId: 011433970860
ContactId: 90d6bc74-5071-4294-8003-3854d81fb82b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409920 ms
Total Talk Time (AGENT): 66782 ms
Total Talk Time (CUSTOMER): 63747 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/90d6bc74-5071-4294-8003-3854d81fb82b_20250605T20:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII]. Uh, I was wondering if I could get a copy of my insurance card sent, uh, emailed to me.
[AGENT][NEUTRAL] OK, sure, I can assist you with a copy of your card. And may I have a callback number just in case we get disconnected, a second?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. The policy number, Miss?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you know the policy number?
[CUSTOMER][NEUTRAL] That I have it.
[CUSTOMER][NEUTRAL] Um, it's either 70084 or 02637557.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII] for the birthday [PII] for the address and then [PII].
[AGENT][NEUTRAL] Mm. Perfect. Thank you. OK, sure. I can go ahead and send an email with a copy of your card and you can always go through our website at [PII] and register and you'll be able to get a temporary card as well, OK? Um, if you need another one later on. Um, and so if you don't mind holding for me, I'll go ahead and send this email to you while I got you on the line, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. Um, do you wanna check and see if you got that email?
[CUSTOMER][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have not yet. I checked my junk folder too.
[AGENT][NEUTRAL] Let me refresh my site, one moment.
[CUSTOMER][POSITIVE] OK, yeah, I got it.
[AGENT][POSITIVE] OK, perfect. Are you able to open it?
[CUSTOMER][NEUTRAL] Uh, yes ma'am.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.