AccountId: 011433970860
ContactId: c2ea3f3d-c6bb-4960-a457-51259edf26f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154470 ms
Total Talk Time (AGENT): 58613 ms
Total Talk Time (CUSTOMER): 50184 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/c2ea3f3d-c6bb-4960-a457-51259edf26f8_20250603T21:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yeah, I was just calling because I was informed that I, uh, my insurance card is digital and I'm pretty sure I deleted that email. So I was just reaching out to see if there was any way I could probably get it resent to me.
[AGENT][NEUTRAL] Sure, yeah, I can send your ID card to you. uh, what was your name please?
[CUSTOMER][NEUTRAL] [PII], last name is [PII]
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, I don't know it because I don't have a car or anything.
[CUSTOMER][NEUTRAL] I don't know what it would be.
[AGENT][NEUTRAL] Sure, yeah, that's, um, no worries, uh, can I, um, let's see, I could.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] I can search using your social.
[CUSTOMER][NEUTRAL] All right, you need the whole social?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEGATIVE] You need to hold my phone service or something's going in and out, you're breaking up.
[AGENT][NEUTRAL] Oh, I'm sorry, yes, I would need the full social.
[CUSTOMER][NEUTRAL] All right, you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright thank you one moment.
[AGENT][NEUTRAL] Alright, and [PII], just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][POSITIVE] Alright, thank you so much for verifying all of that. Is that the email you want me to go ahead and send the ID cards to?
[CUSTOMER][POSITIVE] If you could, please, yes.
[AGENT][POSITIVE] Absolutely yeah I'll go ahead and get that sent now. Uh, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.