AccountId: 011433970860
ContactId: b22e161f-3822-4c93-a7e5-d7c57598374b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166979 ms
Total Talk Time (AGENT): 67689 ms
Total Talk Time (CUSTOMER): 82845 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/b22e161f-3822-4c93-a7e5-d7c57598374b_20250102T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I need a new APL card.
[AGENT][POSITIVE] OK, I can order you a new card. Yes.
[CUSTOMER][NEUTRAL] And I, I was on OK good I was on the website and I couldn't find where I could get a new card, so that's why I'm calling.
[AGENT][POSITIVE] OK, sure, I don't mind helping you at all. What is your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK, my name is [PII], and do you need my policy or certificate number or group number?
[AGENT][NEUTRAL] Yes, your certificate number, please.
[CUSTOMER][NEUTRAL] It is 143-858-4.
[CUSTOMER][NEGATIVE] It's hard to read that part of it. That's why I was requesting a new card.
[AGENT][NEUTRAL] Yes ma'am. OK. All right, Ms. [PII], and what is your um callback number just in case our call is dropped?
[CUSTOMER][NEUTRAL] It's I'm at work so it's [PII].
[AGENT][NEUTRAL] Thank you and then let me pull in your policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, you probably have my cell number. It's [PII].
[AGENT][POSITIVE] Yes ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK, and it's probably um [PII].
[CUSTOMER][NEUTRAL] I also have my other email on my phone [PII].
[AGENT][NEUTRAL] OK, there you go OK.
[CUSTOMER][NEUTRAL] OK, I didn't know which one you had.
[CUSTOMER][NEUTRAL] Because I've had this card since [PII], so I wasn't exactly sure.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. OK, so I've verified all the information.
[AGENT][NEUTRAL] With you and what I'm going to do is I'm gonna just order a new card to be mailed to your home address that we have on file for you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be perfect.
[AGENT][POSITIVE] All right. Well, I'll get it taken care of for you, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No ma'am I'm good.
[AGENT][POSITIVE] OK, well you have a blessed rest of your day and thanks for calling APL.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][NEUTRAL] Mm, bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye alright bye bye.