AccountId: 011433970860
ContactId: 007b4726-68c9-4935-b5f4-85b50805ae63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137860 ms
Total Talk Time (AGENT): 60635 ms
Total Talk Time (CUSTOMER): 67240 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=3.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/007b4726-68c9-4935-b5f4-85b50805ae63_20250116T20:20_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah [PII], I'm just seeing where my progress is for my uh application I submitted it on Monday, uh, just wanted to verify if you guys received it.
[AGENT][POSITIVE] Well, it would be my pleasure to check that for you. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Uh, I'm trying to look for that. I don't have that on me right now. Let's see, policy number.
[AGENT][NEUTRAL] If it's easier, I can look it up by your social, if that's OK.
[CUSTOMER][NEUTRAL] Yeah, social is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII], [PII], and then email is [PII].
[AGENT][NEUTRAL] You've done this before.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well, it would be my pleasure to assist you and but can we just get a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] All right thank you I appreciate that verification.
[AGENT][NEUTRAL] Yes, sir. I'm showing that we did receive that document on the [PII]. It is in line to be processed. It's not processed yet.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Perfect, perfect. OK, sounds like a plan. I submitted on Monday, so I just wanted to verify that you guys received it and everything should be good to go and then process, yeah, it's being processed. awesome then I'll call back probably on Monday or, or, uh, yeah, probably Monday and see if I haven't received anything yet then.
[AGENT][NEUTRAL] Oh, we will be closed on Monday for Martin Luther King Day, just to let you know.
[CUSTOMER][POSITIVE] Oh, OK, that makes sense perfect then I'll probably call Tuesday or Friday.
[AGENT][NEUTRAL] So,
[AGENT][POSITIVE] All right. Well, it's been a pleasure to assist you and it'll be a pleasure to assist you anytime you call. So we'll be happy to check it. And I hope you have a wonderful day. You too. Thank you, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][POSITIVE] Alright you have a wonderful day.
[CUSTOMER][POSITIVE] You too thanks bye.