AccountId: 011433970860
ContactId: 206cd923-b07e-41a9-923a-09bb7de04874
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 438980 ms
Total Talk Time (AGENT): 165323 ms
Total Talk Time (CUSTOMER): 185151 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/206cd923-b07e-41a9-923a-09bb7de04874_20250520T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], I'm [PII]. I spoke with you this morning.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And um about the check that I was wondering about.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And uh later I, I just, I think that phone, our phones just finally got disconnected or something. Anyway, I called back and I was talking to someone else and they passed, they said that they would send the information to agent services, I believe, and they'd have to research and then get back with me. And I had two phone calls come in at this.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Very same time long ago.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I lost APL.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] And it was just crazy and I thought, I, I'm someday gonna get back with the right person now. But um
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Can you track down and see who was calling?
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] Or or I might just need to wait and see who see if they'll call me back.
[AGENT][NEUTRAL] Uh, yes, ma'am. Let me, um,
[CUSTOMER][NEUTRAL] Because it was from the agents.
[AGENT][NEUTRAL] From Broker Resources was that the name? Broker Resources?
[CUSTOMER][POSITIVE] Yeah, I believe that's it. That sounds right.
[AGENT][NEUTRAL] OK, alright, Miss [PII], again we'll have to verify your policy. Can I please get your call back number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you ma'am and then.
[AGENT][NEUTRAL] What is your policy number, please?
[CUSTOMER][NEUTRAL] OK, just a second.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I do have that.
[AGENT][POSITIVE] Oh good.
[CUSTOMER][NEUTRAL] That helps, doesn't it? It is.
[AGENT][NEUTRAL] It does a little bit.
[CUSTOMER][NEUTRAL] Well, let's see.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, here it is. I was looking in the wrong place. The policy number is 57.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3971
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] No, it's 72.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 72573972.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Let me put my glasses on.
[AGENT][POSITIVE] OK. Thank you so much, Miss [PII].
[AGENT][POSITIVE] It helps a little bit.
[CUSTOMER][NEUTRAL] 573-972. Yeah, it is a 2.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes ma'am. Alright, and then can you verify your address for me again please?
[CUSTOMER][NEUTRAL] OK, we're cutting out for some odd reason. What did you last say?
[AGENT][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] Can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] My phone, did you want phone number?
[AGENT][NEUTRAL] The phone number you gave back on is the phone number. I just need you to verify your email address for me.
[CUSTOMER][NEUTRAL] OK, my email is uh [PII].
[AGENT][POSITIVE] OK, thank you, Ms. [PII]. I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] Let me look at the notes real quick to see who it was that may have called you back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment while I pull those up.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I will need to transfer you on over to broker resources since you missed the call. So it's gonna be a brief hold, Miss [PII]. I one over, OK, alright, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will, I will hold on.
[AGENT][POSITIVE] Alright, thank you so much for calling APL. You take care, Ms. [PII].
[CUSTOMER][POSITIVE] Well, thank you for the help. OK, thanks.
[AGENT][POSITIVE] You're very welcome bye bye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] in the care team.
[CUSTOMER][NEUTRAL] I'm sorry, you cut out. I heard care team. I heard care team.
[AGENT][NEUTRAL] Can you hear me? Oh no.
[AGENT][NEUTRAL] Yeah, this is [PII].
[CUSTOMER][NEUTRAL] What was her first name?
[CUSTOMER][NEUTRAL] To oh [PII], yeah, hey, yeah, I didn't recognize your voice. Sorry, yes, I know you. What's up?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes you do. I've got Miss [PII] on the phone.
[AGENT][NEUTRAL] Policy number is 5397.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Sorry, you're cutting out really, really bad.
[AGENT][NEUTRAL] Uh let me see if I can fix it, OK.
[CUSTOMER][NEUTRAL] Getting like every other word.
[CUSTOMER][NEUTRAL] A letter
[AGENT][NEUTRAL] OK, [PII], can you hear me?
[CUSTOMER][POSITIVE] Yes, yes, now you're clear, yeah.
[AGENT][POSITIVE] Oh good.
[AGENT][NEUTRAL] The weather
[AGENT][NEGATIVE] The weather they're acting stupid. OK, I've got Miss [PII]. It's not working.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] No, it's
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] [PII], yeah, it, it, it is a little bit. I don't move.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Don't move. [PII], um, policy number 573-972.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She has called several times today about getting a commission check by accident. We transferred to broker resources earlier. Somebody tried to call her back but she missed the call, so she's calling back but I don't see notes who called her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we don't, I don't think we have the ability to put notes out there just yet. I think they're working on all that, so, OK, yeah, I will see if I can figure out what's going on. So yeah, no, no problem, send her on through.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. All right. Thank you, [PII]. You have a good day.
[CUSTOMER][POSITIVE] Thank you. Uh, you too. Thanks.
[AGENT][NEUTRAL] Bye-bye.