AccountId: 011433970860
ContactId: f1cc0fe2-acc0-4bf6-8636-3447d336c81e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218940 ms
Total Talk Time (AGENT): 84815 ms
Total Talk Time (CUSTOMER): 78367 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/f1cc0fe2-acc0-4bf6-8636-3447d336c81e_20250401T18:01_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you? Um, my name is [PII], and um, I have, I have the gap, uh, the gap coverage, the gap insurance coverage with you guys, um, and I received my, my insurance card with the wrong name and I believe my broker changed it, um, but I never received the new one, so I was wondering if you could send me a new one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, well, I can definitely check and make sure it's corrected and then I get the request for the new card sent to you. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][NEUTRAL] Thank you. And may I have your policy number?
[CUSTOMER][NEUTRAL] I don't, I don't have that. I don't have any, any, any documentation with you guys.
[AGENT][NEUTRAL] OK, um, I can look the policy up with your social if you like.
[CUSTOMER][NEUTRAL] Yeah, that's fine. My social is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] I'm just waiting for everything to pop here. Hold on one moment.
[AGENT][NEUTRAL] Here it is.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] All right, your mailing address and email address?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, OK, my email address, I, my email address is [PII].
[CUSTOMER][NEUTRAL] And my mailing address, unless it's my dad's my, my personal is [PII].
[AGENT][NEUTRAL] Thank you for that. And then the email looks like it might be your work email?
[CUSTOMER][NEUTRAL] Um, could it be [PII]?
[AGENT][POSITIVE] Yes, and thank you so much for verifying your information. Um, so what was incorrect about your name so I can see if it's been corrected.
[CUSTOMER][NEUTRAL] I, I, I believe it was [PII] and my name is [PII].
[AGENT][NEUTRAL] OK, and then the last name [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. So yes, it's been corrected and let me get the cards to you. Hold on one moment.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] All right, so I'm gonna go ahead and send you the, uh have you received like the documents with the breakdown and everything or nothing?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Because I can send it to you too if you need it.
[CUSTOMER][NEGATIVE] I don't think so. Just send me, yeah, if you wanna send me everything that way I have it because I might have misplaced it if I did, yeah.
[AGENT][NEUTRAL] Sure, OK.
[AGENT][NEUTRAL] OK, so I'll go ahead and send it to you via email, so you'll have some, you know, the digital copy now, but I'm gonna have the physical card sent to your home address here on file too.
[CUSTOMER][POSITIVE] Oh OK that's awesome, yeah.
[AGENT][NEUTRAL] Alright, well, was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that's it you've been great I appreciate it.
[AGENT][POSITIVE] You're very welcome. Well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] All right you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.