AccountId: 011433970860
ContactId: 1f092cad-cfc3-4808-96b6-db816a5624db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 739669 ms
Total Talk Time (AGENT): 112567 ms
Total Talk Time (CUSTOMER): 98857 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/1f092cad-cfc3-4808-96b6-db816a5624db_20250619T20:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, may I speak to [PII]?
[AGENT][NEUTRAL] Um, may I ask what this is in regards to?
[CUSTOMER][NEUTRAL] Um, she's trying to help me get into my account.
[CUSTOMER][NEUTRAL] And she left me a voice message and told me to ask for her so she can help me get back into my account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright and who am I speaking with?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] And what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Um, just the only one.
[AGENT][NEUTRAL] Alright, one moment, let me see if she's available.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEUTRAL] Um, yes, hold on.
[CUSTOMER][NEUTRAL] It's um 02243460.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I go ahead and get you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file for you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And let me see if Miss [PII] is ready for you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I will say real quick while I'm waiting for her. Um, the policy number you gave me is a lapsed policy. If you have a pen and paper, I can give you your active policy number.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, let me know when you're ready and I can give it to you.
[CUSTOMER][NEUTRAL] Hold on. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, it's 01.
[AGENT][NEUTRAL] 58
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 5813.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, you say um.
[CUSTOMER][NEUTRAL] 0158.
[CUSTOMER][NEUTRAL] You said 5813?
[AGENT][NEUTRAL] Right, so 58 is in there twice, so it's 01585813.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But they never told me. Every time I get it that that number, they never said that it, it was the wrong one.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] That's OK, yeah, this policy, it looks like this is your active policy number um.
[AGENT][NEUTRAL] It looks like it started back in [PII]. Um, any time you send in a claim if you have the old policy on there, if you have an active policy, we just go ahead and put it in there, um, so you don't have to keep track of all the policy numbers. I just figured if you, if you wanted it, I'd give it to you, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, yeah, I want it, yeah.
[AGENT][NEUTRAL] Alright, give me just one moment and let me see if she's available, OK? I'm gonna put you on a brief hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Don't just leave your stuff on the floor.
[AGENT][NEUTRAL] Maybe she, maybe she doesn't wanna be alone.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] Hey, it looks like, um, [PII] is trying to call you back. It said, I guess it's from the OC log, uh, she said, yeah, OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It is, yes.
[CUSTOMER][NEUTRAL] You can send her through.
[AGENT][NEUTRAL] OK. Do you want me to keep those in the chat or do you want me to chat you personally? I, I just realized it probably should have stayed in the chat, but I didn't know for sure.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah, you could put it in the chat that's fine.
[AGENT][NEUTRAL] OK, alright, I will send her to you.
[CUSTOMER][POSITIVE] All right, thanks.
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] Yes. OK, this is yeah let let's see what's going on.
[CUSTOMER][NEUTRAL] OK, let's see.