AccountId: 011433970860
ContactId: f4d4136e-40dc-4ccf-9799-c399a9b1e89b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125400 ms
Total Talk Time (AGENT): 47493 ms
Total Talk Time (CUSTOMER): 49558 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/f4d4136e-40dc-4ccf-9799-c399a9b1e89b_20250626T15:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. Um, I needed to see if you can, um, I need a new card. Um, my husband lost the our gap insurance card, um, but I have the information.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, sure, I can order you a new card. Um, may I have your name and a callback number just in case we get disconnected, followed by the policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, um, my name is [PII]. My number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, thank you. And what's the policy number?
[CUSTOMER][NEUTRAL] OK, it says here subscriber member number 1422.
[CUSTOMER][NEUTRAL] 156 M as in Mom, L as in Larry and the number 8.
[AGENT][NEUTRAL] Thank you. And [PII], may I have your date of birth, mailing address and email mailing address?
[CUSTOMER][NEUTRAL] OK, um, mailing address is [PII].
[AGENT][NEUTRAL] OK. And your date of birth for security.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, let me go ahead and request the card to be sent out. One moment.
[AGENT][POSITIVE] OK, I went ahead and send that request over to customer service. You should be receiving the card within 5 to 7 business days. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that's all thank you for your help have a great day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. Bye-bye. Yeah.
[CUSTOMER][NEUTRAL] OK bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Yeah