AccountId: 011433970860
ContactId: a254ce8e-f90b-4ab5-817c-15ffa212021b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152279 ms
Total Talk Time (AGENT): 36968 ms
Total Talk Time (CUSTOMER): 72479 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/2025/06/06/a254ce8e-f90b-4ab5-817c-15ffa212021b_20250606T20:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling because um I believe my APL card is um expired. I don't have the new one and I need the new one, and I was wondering if you could mail it to me, but if you could also email it to me so I can show it on Monday.
[AGENT][NEUTRAL] OK and your name is?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], give me one moment please.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me please.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Uh, the mailing address is [PII].
[CUSTOMER][NEUTRAL] And then my email is [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you, ma'am. I will email this to you in a few moments and I'll send a request to have it mailed. You should receive it in 3 to 5 business days.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, ma'am. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No, the email one, I should receive it today?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you. That will be all, thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too thank you.
[AGENT][NEUTRAL] Mm bye.