AccountId: 011433970860
ContactId: a3395bde-ff79-472b-bfde-13ff28c795de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318329 ms
Total Talk Time (AGENT): 57154 ms
Total Talk Time (CUSTOMER): 63717 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/a3395bde-ff79-472b-bfde-13ff28c795de_20250522T13:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. I'm a broker in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is gonna sound crazy, but my administrative assistants, actually both of them are out today, and I have a client who called and doesn't have a copy of their APL card, and I'm kind of technically challenged. Is there any way you can help me with that?
[AGENT][NEUTRAL] Yeah, like, so just to get them, uh.
[CUSTOMER][NEUTRAL] An electronic card or something like that and then I, I can order him a new card.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] Um, so I can put the request in, but it's not, it's gonna be mailed to their address. Is that like they wouldn't get it immediately. Um, if you have an OSC you can log into your OSC account and I like can get a temporary like paper card um I can also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I do have an OSC. I know [PII] has the ability to log in, but.
[CUSTOMER][NEUTRAL] I usually let them handle those tasks, and she's not here. She's got a child that has a school function today.
[AGENT][NEUTRAL] Mm, let me see what's the group, uh, hold on, that's not gonna work. Let me see.
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Like I have a group number also.
[AGENT][NEUTRAL] Let me, do you have the policy number for the?
[CUSTOMER][NEUTRAL] Yes, it's, uh, does this sound, does it sound correct like M3584?
[AGENT][NEUTRAL] Insured.
[AGENT][NEUTRAL] Um, it should be.
[CUSTOMER][NEUTRAL] 0721
[AGENT][NEUTRAL] It should be a little bit longer. What is, hold on, let me.
[CUSTOMER][NEUTRAL] I can give you the company name.
[AGENT][NEGATIVE] Oh, come on.
[AGENT][NEUTRAL] Yeah yeah
[AGENT][NEUTRAL] Do you have um a group number or just a company name? Either is fine it's just depends on what, OK.
[CUSTOMER][NEUTRAL] Company name.
[CUSTOMER][NEUTRAL] Precision Maintenance Incorporated.
[AGENT][NEUTRAL] OK, hold on just a second, I'm gonna have to.
[CUSTOMER][NEUTRAL] Now the group number I'm showing is 26534.
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.