AccountId: 011433970860
ContactId: ffa607b9-41ea-462d-9d88-7ea55ceb1194
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157789 ms
Total Talk Time (AGENT): 69041 ms
Total Talk Time (CUSTOMER): 82589 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/ffa607b9-41ea-462d-9d88-7ea55ceb1194_20250214T21:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And yes, this is [PII] and I lost my gap card, my APL card. I was wondering if you could send me another one.
[AGENT][NEUTRAL] Absolutely, Ms. [PII], can I get your callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK, I'll give you my cell phone number [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] I don't have that with me.
[AGENT][NEUTRAL] OK, um, I can look it up with your social security number if you can give that to me it'll pull it in for us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, let me look up your policy you real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then also for security reasons can you verify your address, phone number and email address that we have for you?
[CUSTOMER][NEUTRAL] OK, um, my phone number is [PII]. My address is [PII].
[CUSTOMER][NEUTRAL] And what else did you need?
[AGENT][NEUTRAL] Uh, just for you to verify your email address.
[CUSTOMER][NEUTRAL] OK, that's uh [PII].
[CUSTOMER][NEUTRAL] It's take care of the [PII]
[AGENT][NEUTRAL] OK, thank you. Would you like your policy number real quick, um, to have on hand if you need it before you get your card? OK, that policy number is 4145.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] 7175.
[CUSTOMER][NEUTRAL] OK, I don't, I don't think I'll need it, but I've got it if I do.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK and I'm ordering your card right now for you to be mailed to the home address that you um.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] Verified for me. I've got it taken care of Miss [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. You have a great, uh, [PII] and thanks for calling APL.
[CUSTOMER][POSITIVE] Have a good day thank you.
[CUSTOMER][POSITIVE] You too, happy [PII]'s uh huh bye bye.
[AGENT][POSITIVE] Thank you ma'am. Bye bye.