AccountId: 011433970860
ContactId: 04bfa2f9-d6b0-4bee-ab81-573a7b489b3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206839 ms
Total Talk Time (AGENT): 84792 ms
Total Talk Time (CUSTOMER): 87579 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/04bfa2f9-d6b0-4bee-ab81-573a7b489b3f_20250303T15:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, I would like a card indicate uh letter indicating that my policy is currently active and the cost of it.
[AGENT][NEUTRAL] OK, uh, what is your name and the policy number, please?
[CUSTOMER][NEUTRAL] Um, my name is [PII] and the policy number is 00615976.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment, Mr. [PII].
[AGENT][POSITIVE] OK, thank you so much. And verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] OK. And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And just in case the call drops, do you have a callback number?
[CUSTOMER][NEUTRAL] Um, the one I'm on is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, thank you so much. Give me one moment. And you're needing a letter, this is for your dental policy, needing a letter showing how much is paid and the um
[CUSTOMER][NEUTRAL] Yeah, right.
[CUSTOMER][NEUTRAL] Right, see, I'm in HUD housing and they evaluate my
[CUSTOMER][NEUTRAL] Expenses and so forth each year to find out how much I have to pay in rent.
[AGENT][NEUTRAL] OK. Uh, give me one moment.
[CUSTOMER][NEGATIVE] Now, I requested this the first part of January and it didn't come and I requested again in the first part of February and it still hasn't come, so maybe the third time is the charm.
[AGENT][POSITIVE] Hopefully, I'm gonna make sure and get someone that can assist.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I see.
[AGENT][NEUTRAL] And do you want it uh mailed, emailed, faxed?
[CUSTOMER][NEUTRAL] Do what?
[AGENT][NEUTRAL] Do you want the letter mailed, emailed, or faxed to us, or faxed to you?
[CUSTOMER][NEUTRAL] Uh, the letter mail.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'd like to receive a letter mail, yes.
[AGENT][NEUTRAL] OK, I'll send a request to our customer service department so they can uh mail that out to you. Are you sure you don't want to have it emailed to you?
[CUSTOMER][NEUTRAL] Uh, well, you can do that.
[AGENT][NEUTRAL] Or we can do both if you like.
[CUSTOMER][NEUTRAL] Well, I don't both maybe I'll get one of them.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and let me verify your email address again. You said [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, well I will send a request to have that sent out to you by mail and email, Mr. [PII], um, and is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] No, that's it for today. Thank you very much.
[AGENT][POSITIVE] Uh yes, sir. Thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mm.