AccountId: 011433970860
ContactId: e83121cc-2d91-470b-ba53-5ff4ae8041bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152000 ms
Total Talk Time (AGENT): 59353 ms
Total Talk Time (CUSTOMER): 47037 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/e83121cc-2d91-470b-ba53-5ff4ae8041bd_20250331T18:05_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, I was calling. I don't need nothing major. I just need uh.
[CUSTOMER][NEUTRAL] Some, uh, some new parts, um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mailed to me.
[AGENT][NEUTRAL] Sure, I can look at getting an ID cards sent to you.
[CUSTOMER][NEUTRAL] Uh, so I can go to the dentist and.
[AGENT][NEUTRAL] Sure, OK, yeah, I can get those ID cards sent to you. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you and then [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,
[CUSTOMER][NEUTRAL] Hold on just one second.
[AGENT][NEUTRAL] Sure, if it's easier I can start using your social as well.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, my policy number 0236.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 367 9.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and I'm just gonna verify some information really quick. I appreciate you already giving me your date of birth. Um, can I get your mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, uh, only other thing I need is the email address we've got on file for you. It looks like it's a Yahoo account.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying all of that, [PII]. So I will go ahead and um have some new ID cards mailed to you. In the meantime, I can also email you a copy if you need those.
[CUSTOMER][NEUTRAL] OK, that'll be that'll work also.
[AGENT][POSITIVE] OK alrighty I will get both of those sent to you. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, that'll be all.
[AGENT][POSITIVE] All right. Well, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Yes ma'am, thank you.
[AGENT][POSITIVE] Thank you. Bye bye.