AccountId: 011433970860
ContactId: 0a864ac7-dece-4592-81ad-b18b84ef9f44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218000 ms
Total Talk Time (AGENT): 82637 ms
Total Talk Time (CUSTOMER): 112804 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/0a864ac7-dece-4592-81ad-b18b84ef9f44_20250207T21:37_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] I have uh a question about uh a policy. I'll give you the number.
[AGENT][NEUTRAL] All right, I'm ready. What is that number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, 001.
[CUSTOMER][NEUTRAL] 54512
[AGENT][NEUTRAL] And what is your name please, ma'am?
[CUSTOMER][NEUTRAL] Um, uh, I go by [PII], but on my policy it's my first name [PII].
[AGENT][POSITIVE] Thank you, Miss, Miss [PII]. I'll call you [PII].
[CUSTOMER][NEUTRAL] OK, and my question is.
[AGENT][NEUTRAL] And what is your current mailing address?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] [PII]. That's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you mind verifying your email and phone number please, ma'am?
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][NEUTRAL] And your phone number?
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][POSITIVE] All right. Thank you, Ms. [PII], and I'll be happy to assist you. How can I help you with your policy?
[CUSTOMER][NEUTRAL] I just need to know how much I owe.
[AGENT][NEUTRAL] Well, I can help you with that and I'm showing that your policy is paid through 91 of 2025.
[CUSTOMER][POSITIVE] Oh it is OK, good.
[AGENT][NEUTRAL] Yes, ma'am. So it is current and nothing will be owed until [PII] of 25.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Let's see 9125.
[CUSTOMER][NEUTRAL] And what is that yearly amount?
[AGENT][NEUTRAL] The premium on this policy is $20.76.
[CUSTOMER][NEUTRAL] Yeah, OK, I was thinking.
[CUSTOMER][NEUTRAL] It was around 20 OK.
[CUSTOMER][NEUTRAL] OK, well, I had gotten something in the mail that said.
[CUSTOMER][NEUTRAL] It was due but perhaps.
[CUSTOMER][NEUTRAL] Uh, perhaps this was an outdated one and, and I do remember paying it within fairly recently, so or or within the year anyway.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yes, ma'am. Looks like maybe [PII], we received it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, of this year?
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] It's like this year.
[AGENT][NEUTRAL] I tell you, if you wanna hold on just one moment, did you say you received something recently?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I received um this is dated [PII].
[AGENT][NEUTRAL] Yeah, it looks like we, yeah, looks like we did receive that on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's probably just an old notice. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] OK, very good.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's all, and what was your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] OK, well thank you [PII].
[AGENT][POSITIVE] And it's been a pleasure to assist you. Uh thank you, Ms. [PII], for calling APL. I hope you have a lovely afternoon and a happy weekend.
[CUSTOMER][POSITIVE] Appreciate your help.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.