AccountId: 011433970860
ContactId: 202cd556-41da-4b61-b735-0cc8826a67f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361149 ms
Total Talk Time (AGENT): 111775 ms
Total Talk Time (CUSTOMER): 122167 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/202cd556-41da-4b61-b735-0cc8826a67f8_20250129T13:31_UTC.wav
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[CUSTOMER][NEUTRAL] A year or so but it's. What's your last name? [PII], they're on here now. Uh, yeah, I need to get my uh ID number and all that from you please.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, can you hear me?
[AGENT][NEUTRAL] Yes, can you hear me?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] OK, I just wanted to see if I could get my, uh, my ID and group number information from you please.
[AGENT][NEUTRAL] Uh, may I have your name, please?
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Here
[AGENT][NEUTRAL] Uh, can you repeat your name for me, please?
[CUSTOMER][NEUTRAL] Yeah, [PII], right.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And allow me just a second, Mr. [PII], so I can look it up into the system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In which state has your policy been issued?
[CUSTOMER][NEUTRAL] What's that?
[AGENT][NEUTRAL] In which state has your policy been issued?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I live in [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What is your sense?
[AGENT][NEUTRAL] Alright, Mr. [PII], um, just for a very
[CUSTOMER][NEUTRAL] Uh congestion, let me know.
[CUSTOMER][NEUTRAL] Yeah, when did I start? It's been about 8 days.
[CUSTOMER][NEUTRAL] She's giving me the information now.
[AGENT][NEUTRAL] And just for verification steps, do you mind, um,
[CUSTOMER][POSITIVE] No, I got, I'm good on my phone.
[AGENT][NEUTRAL] Just for some verification steps, do you mind um
[CUSTOMER][NEUTRAL] What's that, ma'am I'm sorry.
[AGENT][NEUTRAL] Just for some verification steps, do you mind uh verifying your date of birth with me, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And your address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I was able to find your policy and I see that we have probably the date of birth um incorrect, we have [PII].
[CUSTOMER][NEUTRAL] Yeah it's like I.
[AGENT][NEUTRAL] OK, sorry, I thought it was [PII].
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] All right, Mr. [PII], um,
[CUSTOMER][NEUTRAL] And I told her she was like.
[AGENT][NEUTRAL] I have your life policy.
[CUSTOMER][NEUTRAL] Uh, she was a living well, but.
[AGENT][NEUTRAL] Number is, um, let me know whenever you're ready.
[CUSTOMER][NEUTRAL] 1.
[CUSTOMER][NEGATIVE] Hang on one second, man. She's like I'm kind of sick of her.
[CUSTOMER][NEUTRAL] It's uh blank us right.
[CUSTOMER][POSITIVE] You're welcome. Alright, I'm ready.
[AGENT][NEUTRAL] Uh, for your life policy, 248.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 65.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] 12.
[CUSTOMER][NEUTRAL] That's the universal life.
[AGENT][NEUTRAL] Uh, yes, that is the life. Now for the hospital.
[CUSTOMER][NEUTRAL] For the medical.
[AGENT][NEUTRAL] For hospital indemnity?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Is that for the just for the medical? is that what I'm working to give me?
[AGENT][NEUTRAL] That is for the life.
[CUSTOMER][NEUTRAL] Oh no, I'm, I'm a, I'm at the doctor. I'm trying to go see.
[AGENT][NEUTRAL] For hospital indemnity, yes, for hospital indemnity, I have 48.
[CUSTOMER][NEUTRAL] 248.
[AGENT][NEUTRAL] 248652486519.
[CUSTOMER][NEUTRAL] 248651.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I can't hear you, ma'am. Your phone's cutting out.
[AGENT][NEUTRAL] For hospital indemnity 2486519.
[CUSTOMER][NEGATIVE] Yeah it's cutting out on me when you get to that last digit, it's cutting out.
[AGENT][NEUTRAL] Uh, what is a good callback number? Is it the one ending in [PII] a good number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right, I will um hang up and I'll call you back right quick, all right? and see if it works.
[CUSTOMER][POSITIVE] Alright thanks.