AccountId: 011433970860
ContactId: cbfe4982-e756-46d9-9207-c1e2a0f714a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260858 ms
Total Talk Time (AGENT): 72687 ms
Total Talk Time (CUSTOMER): 136022 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/cbfe4982-e756-46d9-9207-c1e2a0f714a8_20250423T18:11_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes, how are you doing today?
[AGENT][POSITIVE] I am good. How are you?
[CUSTOMER][NEUTRAL] Alright, well, I was calling because um.
[CUSTOMER][NEGATIVE] I was trying to get, I'm trying to get my um ID cards printed out and I've been sending the email over uh to my friend that um can print them out for me, but she's not getting them. My ID card number is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 2022442
[CUSTOMER][NEUTRAL] As for my dental, I have a dental appointment tomorrow and um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I can give you her email.
[CUSTOMER][NEGATIVE] Cause I can't get to go through her to print it out and I don't, I don't have no.
[CUSTOMER][NEUTRAL] Way of printing it out, but she does for me.
[AGENT][NEUTRAL] OK, and what's her email?
[CUSTOMER][NEUTRAL] Bree is [PII].
[CUSTOMER][NEUTRAL] E A L E
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I'm [PII] birthday is [PII].
[AGENT][NEUTRAL] OK. And can I verify your address and your phone number, please?
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And uh my address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm with American Wind Transport.
[AGENT][NEUTRAL] All right, and what's your email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And I've been trying to send everything over to hers, but it keeps saying it's cute, but it's not sending.
[AGENT][POSITIVE] OK. I, I can get that done for you. Um,
[AGENT][NEUTRAL] Let's see. Would you also like for me to mail them to you as well?
[CUSTOMER][POSITIVE] Yes ma'am, could you mail them to me so I can have them also?
[AGENT][NEUTRAL] Sure. Mhm.
[AGENT][NEUTRAL] Alright, um, it'll just take me a few minutes to get the, the cards pulled up and emailed and I'll email both of you together and that way you'll see that they've been emailed.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I downloaded that um um when she had sent that uh to me this this this morning and I went on there and got you know I got I set up my username and password and everything in my in my uh APL uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, deal and everything so I could look at all my stuff that was active and everything on it and like I said, I went on there and, and try to do everything but every time I try to send it to her email to just.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] It wouldn't go through.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I've almost got it up.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] And that's my ID on my dental cards.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and it's [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then yours
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] LaShawn Randall.
[CUSTOMER][NEUTRAL] [PII], yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm always, I have my company. I get all my stuff, you know, through my emails and stuff like that, and I call myself resetting it, but I just, it ain't it sometimes, well, when the weather the weather it's raining here so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I just, I've got that off in an email to you both.
[CUSTOMER][NEUTRAL] That that.
[CUSTOMER][POSITIVE] OK, alright then, ma'am, I sure do thank you. You have a good day, a blessed day and a wonderful day to you.
[AGENT][POSITIVE] You too. And is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's it. And you and you and you are gonna mail me the ID cards out though, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh yes, sir, I am.
[AGENT][POSITIVE] I've got those ordered. All right. Well, thank you for calling APL and you have a wonderful day.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Same to you.
[AGENT][POSITIVE] All right, thank you, goodbye.
[CUSTOMER][NEUTRAL] Mhm bye bye.