AccountId: 011433970860
ContactId: dc1d7729-3392-417b-9c3c-e97fbcc9db6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192880 ms
Total Talk Time (AGENT): 67345 ms
Total Talk Time (CUSTOMER): 88670 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/dc1d7729-3392-417b-9c3c-e97fbcc9db6b_20250205T21:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Don't tell me. Hello?
[AGENT][NEUTRAL] Hello, this is [PII] with APL. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling to get my policy number because you're supposed to be sending me out a new card.
[AGENT][NEUTRAL] OK, Miss [PII].
[CUSTOMER][NEUTRAL] I know it starts with a one now because I got it but I written it on a paper where I signed up online and I'm at the doctor's office now.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, Ms. [PII], uh, can you please give me your call back number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you, and you don't know your policy number, so can you please give me your social security number and that'll pull your policy in for me.
[CUSTOMER][NEUTRAL] I can't give you the old one.
[AGENT][NEUTRAL] Oh, OK. What's the old one?
[CUSTOMER][NEUTRAL] But I, that's
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] And at the same time if you could tell me if they mail out that new card.
[AGENT][NEUTRAL] OK, um, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] [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] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What else you ask for?
[AGENT][POSITIVE] Uh, that is it. You've verified, um, the address, phone number, and email address for me. Thank you so much, Ms. [PII].
[AGENT][NEUTRAL] Alright, let me look for your new number.
[AGENT][NEUTRAL] OK, your, your new number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright, because, uh, do you need to, do you, OK, so it's [PII].
[CUSTOMER][NEUTRAL] OK, can you tell me if they mailed out a new card?
[AGENT][NEUTRAL] Let me look real quick.
[CUSTOMER][NEUTRAL] Let's.
[AGENT][NEUTRAL] Yes ma'am, it looks like that went out on [PII].
[CUSTOMER][NEUTRAL] OK, so they, they just mailed it. OK, yeah, right, not a problem. I'm waiting on it. OK.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] You don't
[CUSTOMER][NEUTRAL] You and you don't need it's not them that you need the approval from? OK, alright, OK, alright, not a problem, that's it thank you.
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] OK, Ms. [PII], you have a great day.