AccountId: 011433970860
ContactId: d27d84ad-dc9c-4761-a433-76e403fc6d5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205190 ms
Total Talk Time (AGENT): 68608 ms
Total Talk Time (CUSTOMER): 79959 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/d27d84ad-dc9c-4761-a433-76e403fc6d5c_20250320T13:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. Um, I'm just calling because I would like to get, um, um, the card mailed to me.
[AGENT][NEUTRAL] OK, I can help you with that. Um, one second.
[AGENT][NEUTRAL] Uh, can I get your name, please?
[CUSTOMER][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] And my last name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And hold on just a moment while I look up your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And while that's pulling up, can I get a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, um, so you can call either, OK, call this number back, so [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] He's still looking for it. Hold on just a moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], do you, do you mind verifying your date of birth for me?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And your address, email address and phone number?
[AGENT][NEUTRAL] Well, I've already got the phone number.
[CUSTOMER][NEUTRAL] [PII], I'm sorry?
[AGENT][NEUTRAL] I've already got the phone number, so that's fine. Just just the address and email address. I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, well,
[CUSTOMER][NEUTRAL] Can you maybe change the phone number then? Because I'm using my daughter's phone.
[AGENT][NEUTRAL] OK, you want the uh phone number changed on your, your account?
[CUSTOMER][NEUTRAL] No, no, no, on the account just put it should be [PII]. I'm just using a different phone at the moment.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, that's good. Alright, and your address and email address.
[CUSTOMER][NEUTRAL] Yeah, so it's gonna be [PII], that's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and then the city of [PII], the zip code is [PII].
[CUSTOMER][NEUTRAL] And then you said you needed email address correct?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, that's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. And you were calling to get uh some cards mailed to you.
[AGENT][NEUTRAL] Um, I do have those ordered for you. I can also email you a copy of those if you should need it before those arrive in the mail.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] If you would like
[CUSTOMER][POSITIVE] Oh, OK, yeah, if you could, yeah, that would be great, and if you could print me out or send me two, just so I have like, you know, for myself and my daughter in case she needs it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else that I can help you with today then?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you so much.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful day and I'll get that right out in the email to you.
[CUSTOMER][POSITIVE] Perfect. Thank you. You too. All right. Bye-bye.
[AGENT][NEUTRAL] OK. Goodbye.