AccountId: 011433970860
ContactId: fc9463fb-4624-499d-a603-3b59b6be0066
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222589 ms
Total Talk Time (AGENT): 73834 ms
Total Talk Time (CUSTOMER): 39096 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/fc9463fb-4624-499d-a603-3b59b6be0066_20250410T14:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you for calling sales.
[CUSTOMER][NEUTRAL] Yeah I mean I'm trying to uh get a copy of my uh.
[CUSTOMER][NEUTRAL] Card ID card.
[AGENT][NEUTRAL] All right, uh, I can help you to get your ID card. Uh, what is the policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, let me see if they use. I don't think they even have the policy number on it yet.
[AGENT][NEUTRAL] All right, we can search it using your social security number.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right. And allow me just a second while the system tries to pull it up.
[AGENT][NEUTRAL] In which state is this policy issued?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And just for verification steps to make sure we have all your information correct. Can you tell me your date of birth and address, please?
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My address is [PII].
[AGENT][NEUTRAL] All right, Mr. [PII], I was, um, I do have here your policy and I see the um policy information is correct. Uh, how would you like your uh ID card sent? Um, email or through the mail? All right.
[CUSTOMER][NEUTRAL] You can email it to me.
[CUSTOMER][NEUTRAL] You can email it.
[AGENT][NEUTRAL] Alright, and let me just a second while I pull it up. And could you verify, please, the email that you have provided to us?
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][POSITIVE] Thank you very much. And would you like me to use this email to send the policy ID card?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] And I am working on this email for you.
[AGENT][NEUTRAL] All right, I have just sent the email to you and you can um check if you have received it.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Yes, I just got it.
[AGENT][NEUTRAL] All right. Is there anything else that I can help you with, Mr. [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right, perfect. Well, thank you for calling APL and I hope you have a nice day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye.