AccountId: 011433970860
ContactId: 2af4924c-f216-43c8-87b4-9fb1c85dd71d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177279 ms
Total Talk Time (AGENT): 60643 ms
Total Talk Time (CUSTOMER): 72960 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/2af4924c-f216-43c8-87b4-9fb1c85dd71d_20250102T18:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I have an insurance policy with you guys.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And I am uh going through paperwork and everything and try to make sure everything is updated. It's the first of the year and you know how everything is. Uh, we've lost a couple of family members this year and they were kind of sudden and unexpected and we actually all saw the.
[AGENT][NEUTRAL] What can I do for you?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Basically, the backlash of what can happen if you don't get everything taken care of. So I'm sitting here, I have my life insurance policy, but the, the oldest one, it's, it's pretty old. It's from [PII], I think. I was wondering if I could get a digital copy sent.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of the policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Of course, yeah, and get that policy sent to you [PII], um, really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, sure, it's here somewhere.
[CUSTOMER][NEUTRAL] Give me 2 seconds.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Policy number 19134.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] I am not showing that as a policy for you [PII]. um, let's see, I could try searching using your social.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, do you believe I found you. I'm just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address that we've got on file for you. It looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] That's it. OK, thank you for verifying that and is that the email you'd like me to send you the policy?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] Got it alright I will get that sent to you should get it here in just a few minutes. Was there anything else I could do to help?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Uh, no, I'm just trying to get it all together. Thank you.
[AGENT][POSITIVE] I understand no problem thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you bye bye.