AccountId: 011433970860
ContactId: 12f6b9ad-2fe1-4b72-9b98-1507da674709
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 380320 ms
Total Talk Time (AGENT): 204550 ms
Total Talk Time (CUSTOMER): 174582 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/12f6b9ad-2fe1-4b72-9b98-1507da674709_20250402T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII], and I was trying to see if I could get my guess my tax information that y'all send out. I'm never getting it, but, uh, just placed it.
[AGENT][NEUTRAL] OK, and you
[CUSTOMER][NEUTRAL] I guess the, yes, go ahead.
[AGENT][NEUTRAL] G
[AGENT][NEUTRAL] I'm so sorry. Um, do you have a policy number?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Uh no, ma'am. What it is, uh, no longer with the company I was with at the time and I don't have that information yet because I'm, I'm on the road right now, so I drive trucks, so.
[AGENT][NEUTRAL] OK. Yes, sir. And
[CUSTOMER][NEUTRAL] Yeah, I just my my text lady just called me she needed that info, so.
[AGENT][NEUTRAL] OK. You said your last name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], I'm so sorry. OK, yes, sir. I can look it up by name, um, and you said [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you mind if I get a callback number from you just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you, Mr. [PII].
[AGENT][NEUTRAL] See
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I am still waiting for that to pull up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and we don't send out.
[CUSTOMER][NEUTRAL] Yeah, because I think I canceled it back in September. OK, go ahead.
[AGENT][NEUTRAL] OK, we don't send out like tax information, but I can get you a letter to show what you paid in [PII] for the policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, are you from [PII], [PII]?
[CUSTOMER][NEUTRAL] That'd be fine, yeah.
[CUSTOMER][NEUTRAL] No, ma'am. I'm from [PII].
[AGENT][NEUTRAL] OK, I do see that. Let me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get you to verify?
[CUSTOMER][NEUTRAL] There's another [PII] walking around here.
[AGENT][NEUTRAL] There's a couple of them.
[CUSTOMER][NEUTRAL] Oh OK, all right, OK.
[AGENT][NEUTRAL] Can you verify your birthday and address for me?
[CUSTOMER][NEUTRAL] Um, birthday is [PII], and my address is [PII], that's [PII].
[AGENT][NEUTRAL] OK, thank you, yes sir, this is you, um, now I can get, let me just see real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You had um
[AGENT][NEUTRAL] In [PII]. OK. So you had critical illness, dental, accident, disability, and hospital indemnity with us um during that last year. So I can get that together and email it to you if that's OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That'd be fine. I'd preferable if possible.
[AGENT][NEUTRAL] OK, good. Yes, sir. Would you verify your email address for me?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, yes sir, that's what we show good. OK, um, and like that will take me a little bit of time to get that together, um, to email that to you, um, but by the end of the day for sure, but I'm hoping in an hour or two, and it will come from.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][POSITIVE] I'm gonna get on it right now, but sometimes you never know um how long it might take. So, but I will have that to you absolutely today for sure. Um, and like I say, hopefully before lunch, I hope before lunch, but I will email it to you.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, I appreciate your understanding, thank you. um, but I will get that to you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEGATIVE] I felt like I was gonna tell you something else, but my mind just went blank, I guess not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I know, I don't I done overwhelm you with one all I need, right?
[AGENT][NEUTRAL] Yeah, that's what it is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] But I can get that brochure, um, and it will show, you know, the coverage you had and the term date just, you know, all of that will be there, but definitely the dollar amount that you need for each policy.
[CUSTOMER][POSITIVE] OK, OK, right, OK, I appreciate it.
[AGENT][NEUTRAL] Yeah, yes, sir. Um,
[AGENT][NEUTRAL] Gosh, I hate to let you go because I just feel like there was something, but I guess not, Mr. [PII], I'm so sorry.
[CUSTOMER][NEUTRAL] I probably should everybody come to you. I mean, you could call back if you want, if you like. I mean, have to.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, gosh, but can I do anything else for you? I'm so sorry. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, not at this moment because I thought I had got, I got, I know I got something from you guys back in January about that information, but I don't know what I deal with it. I thought I put it in my folder I put the stuff for my tax, you know, for my tax lady, but she says it wasn't in there, so she said, give them a call, see if they can get it emailed to you because there's something now where I know the last couple of years you have to show if you're independent contract you got to show proof of health insurance and all that stuff, so you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh right, yes, right.
[CUSTOMER][POSITIVE] Because if not, you'll be, because you will be what something you get some kind of.
[CUSTOMER][NEUTRAL] You get hit with some kind of fine for not having insurance, so.
[AGENT][NEGATIVE] And you do not want that, no.
[CUSTOMER][NEUTRAL] Oh, no, ma'am.
[AGENT][NEUTRAL] I have [PII] that drive, so I understand, you know.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK, alright. Yes, yes, so I, I know I had the stuff, but I just didn't know what I did with it. OK, I appreciate it though.
[AGENT][POSITIVE] I will definitely get this sea.
[AGENT][NEUTRAL] OK, yes, sir. And do expect it in your email. I hope before lunch, but absolutely before the end of the day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem, I appreciate it too.
[AGENT][POSITIVE] OK. Yes, sir. You are welcome. You are welcome.
[CUSTOMER][NEUTRAL] OK, bye.
[AGENT][POSITIVE] OK. You have a good day, Mr. [PII], and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes ma'am you have a good day as well.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] OK.