AccountId: 011433970860
ContactId: fb2388da-605a-4691-a238-4066d42cd40b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214059 ms
Total Talk Time (AGENT): 113868 ms
Total Talk Time (CUSTOMER): 75130 ms
Interruptions: 1
Overall Sentiment: AGENT=3.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/fb2388da-605a-4691-a238-4066d42cd40b_20250228T17:07_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], hey, I am out of town and I don't happen to have my APL card with me and I was wondering if there's a way I could find that information out to you guys.
[AGENT][NEUTRAL] Yeah, I can look up your policy with your social if you like and then I can just email you a copy of your card so that way you have it like handy.
[CUSTOMER][POSITIVE] Oh, that'd be great.
[AGENT][POSITIVE] Awesome, do you mind if I get, do you mind if I get your name real quick?
[CUSTOMER][NEUTRAL] Um, uh.
[CUSTOMER][POSITIVE] Uh huh, this is [PII]
[CUSTOMER][NEUTRAL] And the last name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much Ms. [PII] and before I snag that social, do you mind if I also just grab a quick call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely it's [PII].
[AGENT][POSITIVE] Perfect, thank you so much and what is the social I wanna look for for that policy number?
[CUSTOMER][POSITIVE] The budget I can buy it.
[CUSTOMER][NEUTRAL] 488-709-108
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, give me just a moment.
[AGENT][NEUTRAL] All right, and Ms. [PII], could you verify for me pretty please your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Wonderful thank you and I do just need to verify a couple other pieces of information with you real quick if you can, your mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Wonderful and then the last thing is just that email address on file.
[CUSTOMER][NEUTRAL] Oh, OK, so I don't know if they did that through my work email.
[AGENT][POSITIVE] I think it's your professional.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Like [PII]
[AGENT][NEUTRAL] And I'm so sorry, what was that domain name? it just cut out on me a little.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][POSITIVE] Wonderful, perfect and.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Is that a good email for me to send this ID card to or do you have a personal one you'd rather send to while you're on the road?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] No, this is, no, I have my work computer with me so that's that'll work fine.
[AGENT][POSITIVE] Awesome so that's what I'm gonna do. I'm gonna go ahead and send it. You're gonna see that subject line says APL ID card, and it should be coming your way in just a moment. Is there anything else I can do for you, Ms. [PII]?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That ought to do it.
[AGENT][NEUTRAL] Perfect and then I don't know if you've used it before or if you have any interest, but we do have an online portal where you can view all of your own like um policy documents, ID cards, check claim status. Do you want me to send you out just like um a user guide on that if it's something you're interested in setting up?
[CUSTOMER][NEUTRAL] Yes, because I
[AGENT][POSITIVE] OK, absolutely.
[CUSTOMER][NEUTRAL] Wanted my card number and everything and.
[AGENT][POSITIVE] Perfect. I'm gonna send you out an individual user guide in that same email and if you need help send it up we have live representatives always, um, so you can just give us a call and we can help you troubleshoot if there's any issues setting it up, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That would be perfect.
[AGENT][POSITIVE] Well, you have such a wonderful day, Miss [PII] and thank you so much for calling APL. You take care.
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][POSITIVE] My pleasure. Take care.