AccountId: 011433970860
ContactId: fcb17c6f-c98c-49e8-9651-99c623b65089
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233279 ms
Total Talk Time (AGENT): 124570 ms
Total Talk Time (CUSTOMER): 63362 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/fcb17c6f-c98c-49e8-9651-99c623b65089_20241230T14:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good morning [PII]. I was wondering, can you send my uh ID cards to me?
[AGENT][NEUTRAL] OK, you're maybe.
[CUSTOMER][NEUTRAL] To my email please.
[AGENT][NEUTRAL] You're needing to find out how to get an email or get ID cards. Is that correct?
[CUSTOMER][NEUTRAL] Oh yes, ID cards. I'm on the website now.
[AGENT][NEUTRAL] Yes, so
[CUSTOMER][NEGATIVE] I'm on the website now. It's telling me uh that it's an error and they just told me to call you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're trying to set up your portal but you're getting an error message, is that correct?
[CUSTOMER][NEUTRAL] Um, well, I already set up everything. I'm just pretty much getting, I wanna get my ID cards, that's all.
[AGENT][NEUTRAL] OK, yes, sir. Well, I can help you. And who am I speaking with?
[CUSTOMER][NEUTRAL] All this stuff.
[CUSTOMER][NEUTRAL] uh [PII].
[AGENT][NEUTRAL] OK. And Mr. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh 25.
[CUSTOMER][NEUTRAL] 66216
[AGENT][NEUTRAL] 256-621-6. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And once I get your information pulled up, Mr. [PII], I will have to verify several things with you first for security, so just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first off, if you could please verify the primary insured's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number on file for you is the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Oh yes, it is.
[AGENT][POSITIVE] Thank you and lastly your email address?
[CUSTOMER][NEUTRAL] Uh it's [PII].
[AGENT][NEUTRAL] OK, thank you. So in your portal, Mr. [PII], if you go under my coverage.
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] You should be able to have access to your ID cards there. I could, because I can see, so they should be there.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so when you go under the my coverage, well, actually next to my coverage, you should see, you'll find my ID cards or my ID cards.
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] OK, so go click there.
[AGENT][NEUTRAL] And then you should see a little PDF icon.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you click that, it should download your ID card for you.
[AGENT][NEUTRAL] Next to your policy number. Do you see that?
[CUSTOMER][NEUTRAL] 00 yeah, I see now.
[AGENT][NEUTRAL] Uh-huh. And were you able to click on it?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Oh yes, it's working.
[AGENT][NEUTRAL] OK, good. OK. Well, is there anything else, Mr. [PII], I could help you with this morning?
[CUSTOMER][POSITIVE] Oh, that'll be all. Thank you.
[AGENT][POSITIVE] OK, well, you are certainly very welcome and thank you for calling APL. I hope you have a wonderful day and a happy new year.
[CUSTOMER][POSITIVE] You also, thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Oh