AccountId: 011433970860
ContactId: 0537d46a-03a0-44bd-b378-ae0e9aa2f25e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229759 ms
Total Talk Time (AGENT): 69532 ms
Total Talk Time (CUSTOMER): 98686 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/0537d46a-03a0-44bd-b378-ae0e9aa2f25e_20250328T20:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um an insured, well, she wasn't insured with us. She is calling to support a policy. Her um policy number is 253-547-6.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's Miss [PII] is the is the insured and she's calling because she wants to support this policy.
[AGENT][NEUTRAL] All right. And let me just
[AGENT][NEUTRAL] OK, Miss [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] And I have verified all of her information and the number she's calling from uh is a good callback number.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, you can go ahead and send her over.
[CUSTOMER][POSITIVE] OK, thanks [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Hello, good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Hey how are you doing? And I may have already talked to you, didn't I?
[AGENT][POSITIVE] Hello, I'm doing good.
[AGENT][NEUTRAL] Mhm, yes, you did.
[CUSTOMER][NEUTRAL] Didn't already talk to you.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, you know what, my, when I went home to tell my husband, I said, do we want this or not, because I gotta get it paid, he said, Well, what are the benefits? What, what's the coverages? So that's what I just need is what the coverages are.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK. Uh, unfortunately, I don't handle that part of the information. That will be someone in the um benefits department, but I can go ahead and, um, I'm sorry for this, but I will have to go ahead and transfer you back to them. No, it's all right.
[CUSTOMER][POSITIVE] You, you're good.
[CUSTOMER][POSITIVE] You're great. I'll tell him that's what I need right, thank you.
[AGENT][NEUTRAL] All right. I will go ahead and connect you with them. Um, if not, uh, I will come back. All right?
[CUSTOMER][POSITIVE] OK thanks.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thatsferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi this is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII].
[AGENT][NEUTRAL] Hey, I have the same insured. Um, her question is about the benefits of the policy.
[CUSTOMER][NEUTRAL] Oh, so she wants the benefits for this policy because she kept saying what is the benefits for her new policy?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, no, she, she said for this policy.
[AGENT][NEUTRAL] And I will guess this, this will be the, the same one, isn't it?
[CUSTOMER][NEUTRAL] OK, yes, well.
[CUSTOMER][NEUTRAL] Yeah, I would think so if this is the one she's wanting to pour absolutely but then she kept asking about new policy because they could have new policy now so I didn't know what she meant by that but she kept saying she kept saying she wanted to keep the policy so yeah go ahead and and put her through. I've got it pulled up still.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] OK, thanks, [PII]. Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hi Ms. [PII], you've got to.