AccountId: 011433970860
ContactId: 01404e67-f4c3-41ac-b3be-5e6103381957
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212919 ms
Total Talk Time (AGENT): 93595 ms
Total Talk Time (CUSTOMER): 83332 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/01404e67-f4c3-41ac-b3be-5e6103381957_20250325T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], I received a um an offer for continuation from the group.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's, it was, uh, and it showed, OK, I'm a little confused. I need to find out the continuation uh rate if if it's gonna be the same, and second, I have a question on the certificate number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, alright, I can help.
[CUSTOMER][NEUTRAL] The one on the letter?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, the one on the letter is number 02535584.
[AGENT][NEUTRAL] OK, thank you, and I can help you with porting your policy. Can you please give me your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Alright, Miss [PII], let me pull up your policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Miss [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also your address, phone number and email address that we have on file for you.
[CUSTOMER][NEUTRAL] OK, it was, I think it's [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] OK, and then one last verification, can you please give me your phone number?
[CUSTOMER][NEUTRAL] My work number [PII] and my personal number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I have your personal number on file. If by chance we're disconnected, is that a good number to call you back on?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, alright, thank you Miss [PII]. So what I'm gonna need to do is I'm going to transfer you down on over to customer service so they can further assist you with um porting your policy, taking your policy with you, so it's gonna be a brief hold and I will let them know that you've already verified all your policy, so you will not have to do that again, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][POSITIVE] All right. Thank you so much for calling APL. You have a beautiful day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], good morning. This is [PII].
[AGENT][NEUTRAL] I've got, um, hi, I've got Miss [PII] on the phone. Her policy number is 2535584.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] And she is calling because she is trying to support her policy.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][POSITIVE] All [PII]. I am ready.
[AGENT][NEUTRAL] OK bye bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.