AccountId: 011433970860
ContactId: 1cd95795-243b-48ae-a2b3-606f2c2d67f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244009 ms
Total Talk Time (AGENT): 66971 ms
Total Talk Time (CUSTOMER): 71557 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/1cd95795-243b-48ae-a2b3-606f2c2d67f8_20250115T23:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] Yes, I want to speak to [PII].
[AGENT][NEUTRAL] OK, may I ask who's calling, please?
[CUSTOMER][NEUTRAL] Uh-huh, this is [PII]. Uh, she had sent me some forms, uh, for my cancel policy, and I sent them back. I emailed them back to her probably last week sometime, and I want to make sure she received it.
[AGENT][NEUTRAL] OK, Ms. [PII], I'll need to get your callback number just in case our call is disconnected.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is your policy number?
[CUSTOMER][NEUTRAL] Um, let me see, because, uh, let me look online.
[CUSTOMER][NEUTRAL] Let's see what the policy number is.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let's check here.
[CUSTOMER][NEUTRAL] Policy number is 02535835.
[AGENT][NEUTRAL] OK, let me pull in your policy we'll need to verify your policy before I transfer you over, and that's gonna take just a moment. Ms. [PII], can you give me your, your date of birth?
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also can you verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII]. Phone number is [PII]. My email address is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that for me and I'm gonna put you on a hold. I'm going to IM Miss [PII], let her know that you're on the other line and see if she's able to take the call, OK?
[CUSTOMER][NEUTRAL] Yeah that's fine. OK.
[AGENT][POSITIVE] All right. Thank you, Ms. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK Miss [PII], it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. You have a great night and thanks for calling APL.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good Afternoon, thank you for calling IPL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII]. I've got her on the other line.
[CUSTOMER][NEUTRAL] OK, what's the policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy number is 253-583-5.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thanks, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.