AccountId: 011433970860
ContactId: e84184e2-2223-4cd8-bbbd-adcb28289aa3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106980 ms
Total Talk Time (AGENT): 34035 ms
Total Talk Time (CUSTOMER): 49038 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/e84184e2-2223-4cd8-bbbd-adcb28289aa3_20250124T14:23_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I was just calling um I got an APL well I was told we were gonna get new APL cards but I haven't got a new one but I did get one at the end of last year so I didn't know if that is my current one.
[AGENT][NEUTRAL] And what's your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your policy number, [PII]?
[CUSTOMER][NEUTRAL] Um, 02574858.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And verify your date of birth, mailing address, and then an email address please.
[CUSTOMER][NEUTRAL] Uh, [PII] mailing address is [PII].
[CUSTOMER][NEUTRAL] And what else?
[AGENT][NEUTRAL] Your email
[CUSTOMER][NEUTRAL] Well, personal or or work?
[AGENT][NEUTRAL] Whichever one you want on file.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I'm only showing that you have one policy, so the ID card that you have is sufficient. You're only issued a new ID card if your policy number changes, and I don't show that it has changed.
[CUSTOMER][NEUTRAL] OK, so the one I have is the current one.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that's what I was making sure, OK.
[AGENT][NEUTRAL] OK. All right. Anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, that's all thanks bye bye.
[AGENT][POSITIVE] Alright, thanks for calling APL have a good day.