AccountId: 011433970860
ContactId: 08472a44-c1f8-48b2-9832-8b4084f70372
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413380 ms
Total Talk Time (AGENT): 115816 ms
Total Talk Time (CUSTOMER): 175912 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/08472a44-c1f8-48b2-9832-8b4084f70372_20250625T17:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Sorry, my name is [PII]. Uh, I received a letter today in the mail. Um,
[CUSTOMER][NEUTRAL] Uh, what number do you need off the letter?
[AGENT][NEUTRAL] Uh, first, Ms. [PII], can I get your call back number in case the call's disconnected? I'll be able to call you right back.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] Uh, let me see, where would that be on the, the letter?
[AGENT][NEUTRAL] It might say, it might say certificate number.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] I see, I have a reference number.
[AGENT][NEUTRAL] OK, what is that, please?
[CUSTOMER][NEUTRAL] OK, 001352369.
[AGENT][NEUTRAL] OK, let me see if that's your policy. Let me try to pull you up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], um,
[AGENT][NEUTRAL] You can go ahead and explain to me what the letter says real quick so I can um know how to further assist you.
[CUSTOMER][NEUTRAL] OK, it's in reference to a check to sum sum it up, um, that was supposed to be mailed out to, I don't know if it's my son or my husband, I don't know. um, and the check never was claimed as for the audit.
[CUSTOMER][NEUTRAL] When you guys routinely um updated your audit?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It was discovered that the check never was cashed, so I was trying to figure out what was this for a doctor's bill or I don't understand what this $4138.16.
[AGENT][NEUTRAL] OK. So, um, is [PII] available for me to speak to to get confirmation that it's OK to discuss his policy with you, Ms. [PII]? OK. Yes, ma'am. Thank you.
[CUSTOMER][POSITIVE] Yeah, uh-huh, he's right here.
[CUSTOMER][POSITIVE] Yeah, he's right here.
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] Hi, [PII]. Hi, this is [PII]. I'm with [PII]. I'm going to need for you to verify a little information for me real quick. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is this [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, is [PII] Senior available?
[CUSTOMER][NEUTRAL] OK, so it must be for my husband, OK, because we didn't know, I keep telling them you senior and junior so I know what's what.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] When I mentioned it to my husband, he gave me the letter because he thought it was for my son, and I have my son right here and my husband's at home. Uh, if, if you like, I can put him on. Hold on one second, ma'am.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am, please. I'll hold for you.
[CUSTOMER][NEUTRAL] Oh yes, mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, he's not answering his phone so he must have left the house. But when I get home, what I'll do is um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can give you a call back. Do you have an extension?
[AGENT][NEUTRAL] Uh, no, ma'am, you, you can just call the same number that you called and you got me on and any of us girls that answer the phone can help you.
[CUSTOMER][NEUTRAL] OK, let me try 11 more thing before you hang up.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, girl.
[CUSTOMER][NEUTRAL] I know he used to work for PTL. He used to drive trucks and um
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, he used to drive trucks, so he retired and um.
[CUSTOMER][NEUTRAL] When I lost my mom, you know.
[CUSTOMER][NEUTRAL] And when he brought the letter to me, he said, I don't know if this was Junior or who it's for. I said, I don't know. I don't, I said, let me clear my head.
[CUSTOMER][POSITIVE] And then I'll take care of it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm calling him on my other phone, but it's, I have it on hooked up in the car.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, but the person you called has a voicemail box that is not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see if my daughter would answer her phone. She's at the house. I know for sure.
[AGENT][NEUTRAL] OK, to see if he's there.
[CUSTOMER][NEUTRAL] Yeah, in case he's outside cause sometimes he'll go outside messing around in the yard.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] But if you just let us or something over there.
[CUSTOMER][NEUTRAL] Please leave your message.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][POSITIVE] Yeah, I'll just have to call when um when I get back to the house, I'll give you guys a call back and he can take care of it.
[AGENT][NEUTRAL] OK. All right. That's fine. We're open until [PII], um, Central time. OK. Well, you take care. My name is [PII] Y.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, your name again?
[CUSTOMER][POSITIVE] [PII], yes ma'am. OK, thank you so much, Ms [PII]. Mhm. OK, bye bye.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a blessed day. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you so much. OK, you do as well. Bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.