AccountId: 011433970860
ContactId: 0ba062d7-37da-4a2f-b6da-44c8f066f1a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333200 ms
Total Talk Time (AGENT): 130360 ms
Total Talk Time (CUSTOMER): 151960 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/0ba062d7-37da-4a2f-b6da-44c8f066f1a1_20250312T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I have a policy. Let me, let me turn my TV and I would like to, uh, I have a question about it.
[AGENT][NEUTRAL] OK, yes, ma'am. And do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, uh, number.
[CUSTOMER][NEUTRAL] 00493910
[AGENT][NEUTRAL] OK, thank you. And what is your name, ma'am?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And do you mind if I get a callback number from you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, and Miss [PII], would you please verify your birthday and address for me?
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And will you also verify your email address?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you. OK, I'm done with verifying your information. Um, how can I help you?
[CUSTOMER][NEUTRAL] I just like to know is there a cash value um on this policy?
[AGENT][NEUTRAL] No, ma'am, there's not.
[CUSTOMER][NEUTRAL] OK. Well, how do, do I have a total, do you have a total?
[CUSTOMER][NEUTRAL] How what's the value of it, I'll put it that way, I guess.
[CUSTOMER][NEUTRAL] I don't have anything for me other than my uh.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, lap in my, I mean.
[AGENT][NEUTRAL] You mean like benefits for it?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Are you asking for the benefits like what it would pay?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, OK, give me, let me see now I will need to transfer you to someone in our benefits department, but I can get someone on the line and they can definitely help you with that.
[CUSTOMER][NEUTRAL] OK, so, OK, thank you, because I didn't, I'm, I'm not didn't know whether I could cash, you know, it was a cash benefit, um, how does, I just know I have the policy and I had it for a while and I don't have anything before me right now, so that's why I was calling. But yes, I would like to talk with someone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes ma'am, and you have had it since [PII], um, but like I said there's no cash value on it, but you know, but I, I am gonna get someone on the line to talk about your benefits.
[CUSTOMER][POSITIVE] OK, give me the year again, please. Yes, I've had it since.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], yes ma'am.
[CUSTOMER][NEUTRAL] I missed that again.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. All right. The first, and I do have another two of them have, but I, I can get that information to the person I speak to.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Or do I give that to you?
[AGENT][POSITIVE] Uh, yes, ma'am. Um, no, ma'am. Yes, ma'am. You can give it to them and they can look that up too and help you with that.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, yes ma'am, but before I transfer you, is there anything else I can do for you?
[CUSTOMER][POSITIVE] That's the main thing. Thank you. I believe that's all.
[AGENT][POSITIVE] OK. Thank you, Ms. [PII]. OK, thank you and thank you for calling ATL. You have a good day and do hold on for that transfer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks and you
[CUSTOMER][POSITIVE] I will thanks again.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] [PII] no agents staffed. Goodbye.
[CUSTOMER][NEUTRAL] Currently no agents staffed. Goodbye.
[CUSTOMER][NEUTRAL] You know, agent staff. Goodbye.
[AGENT][NEUTRAL] Seriously,
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Now that department is having a meeting right now um so I can't get through to anyone, but I will give them your phone your name and number and your policy number and have someone call you back probably in about 30 minutes if that's OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine, yes.
[AGENT][POSITIVE] OK, yes ma'am, I will take care of that and do be expecting a call back.
[CUSTOMER][POSITIVE] As thank you very much.
[AGENT][POSITIVE] Yes, ma'am. You're welcome. And I'm sorry about that.
[CUSTOMER][POSITIVE] Good, no problem. Today is Wednesday also, so I understand like goes, hey, it seems like a lot goes on on Wednesdays.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're right about that. Yes.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah I'll be.
[AGENT][NEUTRAL] OK, yes, ma'am.
[CUSTOMER][NEUTRAL] Would there be any kind of a rating for this call or anything of that uh.
[CUSTOMER][NEUTRAL] As far as you do I need to, uh, what you call it when you, uh, feedback, so I was about to ask your name in case there was this feedback that give you a good rating on, but it is there such a thing.
[AGENT][MIXED] Thank you. I appreciate that, but no, ma'am, at least not that I know of.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] All right, yeah. I wish we got thank you.
[AGENT][POSITIVE] Thank you, thank you.
[CUSTOMER][NEUTRAL] That