AccountId: 011433970860
ContactId: 2a0bce57-d96d-42d0-a511-70dce49e4040
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194949 ms
Total Talk Time (AGENT): 75935 ms
Total Talk Time (CUSTOMER): 86619 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/2a0bce57-d96d-42d0-a511-70dce49e4040_20250402T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is, uh, [PII]. Uh, I've been a customer for a long time. Uh, do I need to give you my policy number or reference number?
[AGENT][NEUTRAL] Um, that policy number, please, [PII].
[CUSTOMER][NEUTRAL] OK 9C01047.
[AGENT][NEUTRAL] OK, and then, and can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK, and I'm just gonna verify some information really quick and can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Uh, I've got a different date of birth for you.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] Let's see, what was your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, well, that's right. Yeah, I've got a completely different date of birth for you.
[CUSTOMER][NEGATIVE] Why? I I've been your customer forever and 2 more days.
[AGENT][NEUTRAL] And [PII]. I've got.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Man, you're making me older than what I really am.
[AGENT][NEGATIVE] Not me, I promise, not me.
[CUSTOMER][NEGATIVE] I don't need that. I don't need that.
[AGENT][NEUTRAL] No, ma'am, that's not me, I promise.
[AGENT][NEUTRAL] Um, what was that correct date of birth, [PII]?
[CUSTOMER][NEUTRAL] OK, well just
[CUSTOMER][NEUTRAL] Pardon?
[AGENT][NEUTRAL] What was that correct date of birth for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Gotcha. OK. I will get that changed. All right. What can we help you with today, [PII]?
[CUSTOMER][NEUTRAL] One other ques, yeah, the main question was, was my husband on this policy also.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No, ma'am, you are the only one listed under this policy.
[CUSTOMER][NEGATIVE] OK, that's all I needed to know. He passed away and I wanted to make sure he was not on this policy.
[AGENT][NEUTRAL] I see. OK, yes, and this is the only policy you have with us?
[CUSTOMER][NEUTRAL] OK, and it's a cancel policy, is that right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, that's all I need to know. I've had, how can you look and see how long I've had it?
[AGENT][NEUTRAL] Yeah, this effective date, it says this is [PII].
[CUSTOMER][NEUTRAL] No, I thought I had it a long time, yeah, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm, well, I'm getting ready to mail your check, so that's, I just want to make sure he was not on there.
[AGENT][POSITIVE] Absolutely, yeah, was there anything else I can help you with [PII]?
[CUSTOMER][POSITIVE] No, thank you very much and I appreciate you changing my date my date change. Uh thanks a lot. Bye-bye.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yes, absolutely, yes, of course, have a good one thank you bye bye.