AccountId: 011433970860
ContactId: a68e6949-547f-4498-b2fb-f8b886af8aaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166979 ms
Total Talk Time (AGENT): 57808 ms
Total Talk Time (CUSTOMER): 76902 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a68e6949-547f-4498-b2fb-f8b886af8aaf_20250603T14:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. My name is [PII]. Um, I need to see if you guys could possibly email me some ID cards. Um, we thought we had them, I guess not. My wife and daughter both have a dentist appointment today.
[AGENT][NEUTRAL] OK, and I'm sorry, what's your last name again?
[CUSTOMER][NEUTRAL] Uh [PII], [PII]
[AGENT][NEUTRAL] OK, give me one moment, please.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Uh, [PII] is date of birth, uh, email address, uh, I think you guys had [PII], and mailing address should be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, thank you, and that's your cell number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Uh, we can have the cards emailed to you and, um, send a request to have them mailed. Uh, we also have an online service center as well to where you can view your policy as well as print out cards.
[CUSTOMER][POSITIVE] That would be great.
[CUSTOMER][NEGATIVE] Yeah, I, that was another problem I had. I tried to access that and it was saying that my information didn't match anything on record, so I was, I was trying to create an account. I haven't done the account yet, and it was saying that my information didn't match anything that was on record.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is, uh, your, your website at the [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, sir. For the site it's at [PII].
[CUSTOMER][NEUTRAL] Uh, OK, maybe that's what it is for. I can do the secure. Am public card, uh, I, I don't know if that made a difference, but.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yeah, I don't know if, if you could email me these and maybe if we can get that figured out so I so that I can get online and access, things would be great.
[AGENT][NEUTRAL] OK, yes sir, we can have this emailed to you to that email address in the system.
[AGENT][NEUTRAL] OK, I will send this to you in a few moments. Is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] Uh, no, ma'am, that's gonna take care of it for me.
[AGENT][POSITIVE] OK, well, I thank you so much for calling APL. You have a great day.
[CUSTOMER][POSITIVE] Thank you for your help I appreciate it.
[AGENT][POSITIVE] You're welcome. Bye