AccountId: 011433970860
ContactId: bbc4425a-43ba-458d-98f4-e3b00157ebc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127099 ms
Total Talk Time (AGENT): 53674 ms
Total Talk Time (CUSTOMER): 68799 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/bbc4425a-43ba-458d-98f4-e3b00157ebc4_20250310T15:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes. Could I get a replacement card? My wallet went to the wash.
[AGENT][NEUTRAL] Oh no, OK, yes, I can get an ID card sent to you, um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I should know better left it in my pocket, and that's too late.
[AGENT][NEUTRAL] Oh gosh, well, at least that's easy to replace um what was your name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the last name is [PII] First name [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I have the policy number. I have a like a Xerox copy. Well, which one do you need the hospital benefit number or the outpatient number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Um, either one of those is perfectly fine.
[CUSTOMER][NEUTRAL] OK, yeah, it's 024444.
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][NEUTRAL] M as in mother, L as in Larry, 7.
[AGENT][NEUTRAL] Got it thank you. Alrighty and I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying that information, [PII]. OK, so were we just needing a physical copy mailed to you or did you need one emailed to you at all?
[CUSTOMER][NEUTRAL] No, just a physical copy would be fine.
[AGENT][POSITIVE] Sure, got it. I will get that sent to you. Uh, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][POSITIVE] Now that's all. Thank you so very much.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.