AccountId: 011433970860
ContactId: 214ddd74-51e7-4361-8f53-bcce344ed698
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183550 ms
Total Talk Time (AGENT): 61269 ms
Total Talk Time (CUSTOMER): 91391 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/214ddd74-51e7-4361-8f53-bcce344ed698_20250131T16:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. Uh, what I'm calling.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] What I'm calling about is there any way uh that someone will email me how much I pay and benefits, uh, the last two months. I'm a law enforcement officer, we can claim that on our taxes, I think.
[CUSTOMER][NEUTRAL] Uh, and benefits the last couple of years, but if you get one year, I know what it was last year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, sir. Let me look into that. Um, do you happen to have a policy number?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Uh yes, let me see, I probably got more than one.
[CUSTOMER][NEUTRAL] Uh, but you all?
[CUSTOMER][NEUTRAL] Uh, policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would be let's see here.
[CUSTOMER][NEUTRAL] One policy number is 738927.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, now can I get you to verify your birthday and address for me please?
[CUSTOMER][NEUTRAL] Uh, birthday is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. I appreciate that. um, and you did say you wanted this emailed. Can you confirm the email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that is what we have in our system, OK.
[AGENT][NEUTRAL] And do you
[CUSTOMER][NEUTRAL] Now, now, let me say this. I have, I have more than one account. I just need, uh, I'm not because it's direct deposit. I'm not sure what I paid over the last year.
[AGENT][NEUTRAL] OK, yes sir.
[AGENT][NEUTRAL] OK. I do see your other ones. I sure do. Yes, sir. Um, uh, the cancer and intensive care and whole life.
[CUSTOMER][NEUTRAL] Do you see all my accounts?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] It's what I say.
[CUSTOMER][POSITIVE] That's right
[CUSTOMER][NEUTRAL] OK, well, it's the, uh, yes, uh, if, if you can put on there like what they were and sent the amount I paid for last year, I could go back I think 3 years. I just, I know they were all about the same, more or less so if you could email those.
[AGENT][POSITIVE] OK, yes sir, I sure can. Now that will take me just a little bit to get together, but I will have it emailed to you today.
[CUSTOMER][NEUTRAL] Today or tomorrow would be fine.
[AGENT][POSITIVE] OK. Yes, sir. Thank you. Yes, I will get that for you. You are welcome. Can I do anything else for you?
[CUSTOMER][POSITIVE] Thank you ma'am.
[CUSTOMER][POSITIVE] No ma'am, that would be a big help if you do that.
[AGENT][NEUTRAL] OK, yes, sir, sure will. OK.
[AGENT][POSITIVE] Well you have a good day, Mr. [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][NEUTRAL] Yes, sir.