AccountId: 011433970860
ContactId: b0ca2316-bcf4-45fc-a737-04862aef04ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143210 ms
Total Talk Time (AGENT): 71490 ms
Total Talk Time (CUSTOMER): 53579 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/b0ca2316-bcf4-45fc-a737-04862aef04ea_20250613T22:51_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I wanted to see if I could get a new ID card.
[AGENT][NEUTRAL] Sure I can look at getting you a new ID card um what was your name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK and then uh [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 02461500.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I also have another one for my uh dental.
[AGENT][NEUTRAL] OK, sure, yeah, I'll be able to get that, no worries, um, just gonna verify some information really quick um can I get your date of birth please?
[CUSTOMER][NEUTRAL] I guess.
[CUSTOMER][POSITIVE] OK cool.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we got on file for you looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] It's the [PII] account.
[AGENT][NEUTRAL] OK could you verify that we have the correct one?
[CUSTOMER][NEUTRAL] Oh yeah, uh, [PII].
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying all of that. OK, so I can email you these ID cards. I can also have them sent in, uh, excuse me, sent in the mail, or I can do both. Uh, what would you prefer?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you do both?
[AGENT][NEUTRAL] Sure, uh, did you want me to just send it to this [PII] account that we've got or was there a better email?
[CUSTOMER][NEUTRAL] Please call.
[CUSTOMER][NEUTRAL] Uh, no, that's fine.
[AGENT][POSITIVE] OK, sure, I'll go ahead and get those emails sent right away, uh, and then I'll get that request sent in to have them mailed to you as well. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you, so that's gonna include the, that's gonna include the dental one as well?
[AGENT][NEUTRAL] I'll go ahead and send that one separately so you'll get two emails from me.
[CUSTOMER][POSITIVE] OK. OK. Cool. Thank you. That's all.
[AGENT][POSITIVE] Yeah no problem have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.