AccountId: 011433970860
ContactId: 9e55fcf4-bc86-46d4-be5c-8c004dee5b4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347649 ms
Total Talk Time (AGENT): 158018 ms
Total Talk Time (CUSTOMER): 61655 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/9e55fcf4-bc86-46d4-be5c-8c004dee5b4d_20250217T14:31_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] Hello, my name is [PII]. I'm trying to get the information I need for my ID card. Could you email that to me?
[AGENT][NEUTRAL] OK, Mr. [PII], you're needing your ID cards. Is that correct?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Yes, sir, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your, so, do you have your policy number, Mr. [PII] or not? If not, I can look it up with your social security number. OK. What is your, OK, I'm ready.
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] We can do social.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, give me just a moment, Mr. [PII]. I'm sorry, can you give me your number again please?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, did you say [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. One moment, please.
[AGENT][NEUTRAL] OK, so Mr. [PII], first off, I will need to verify several things with you for security purposes. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your home mailing address, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] City, state, and zip.
[CUSTOMER][NEUTRAL] Walking the [PII].
[AGENT][NEUTRAL] I'm very sorry, but I can't understand you.
[CUSTOMER][NEUTRAL] I said [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Now.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address please?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[AGENT][NEUTRAL] OK, thank you very much. So Mr. [PII], have you ever set up your profile in the APL online service center so that you can have access to your ID cards and your policy information for all of the different policies you have with our company?
[CUSTOMER][NEUTRAL] I have not.
[AGENT][NEUTRAL] OK, now I can send, I have a user guide, Mr. [PII] that I'll be happy to email to you that gives you the instructions on how to set up your profile and then that way it's gonna give you access to your policy, I mean, again, your policy information for the different policies you have with us and also the two policies that you have ID cards with, you can pull your ID cards up from that portal.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][POSITIVE] OK, so give me just one moment, Mr. [PII], and I'll be happy to send that to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, Mr. [PII], so I have just sent that to you. The email that you will be receiving will come from care team at [PII].
[AGENT][NEUTRAL] And I did put APL online service center in your subject line so that that's easy for you to recognize.
[AGENT][NEUTRAL] Are you able to check your email while we're still on the phone just to make sure you receive it?
[CUSTOMER][NEUTRAL] Yeah, one second.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] OK, so carro team.
[AGENT][NEUTRAL] Yes, sir. Uh-huh, that's it.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] And there and there is an attachment with the the user guide.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Well, is there anything else that I could help? Absolutely. You're certainly welcome. Is there anything else that I can help you with this morning, Mr. [PII]?
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] OK, well then, thank you very much for calling APL and I hope you have a wonderful and safe day.
[CUSTOMER][NEUTRAL] OK, you still
[AGENT][POSITIVE] Yes, sir. Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Yeah