AccountId: 011433970860
ContactId: 2eecaa25-1f9c-452e-97ed-2c12cd29dfc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291820 ms
Total Talk Time (AGENT): 100957 ms
Total Talk Time (CUSTOMER): 123960 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/2eecaa25-1f9c-452e-97ed-2c12cd29dfc0_20250513T16:30_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I just called a while ago to get some information for one of my clients, I'm an agent, and I, they needed their date of birth, so I had to call and get that and I'm calling back.
[CUSTOMER][NEUTRAL] Uh, what it is, her name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And she worked at the Amners Public schools in [PII] whenever she retired as she had it there at the school.
[CUSTOMER][NEUTRAL] I wrote it years and years ago.
[AGENT][NEUTRAL] OK. All right. And may I have your name? I'm sorry, I didn't quite catch your name.
[CUSTOMER][NEUTRAL] My, my name is [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] A callback number just in case, a callback number just in case we get disconnected. Mhm.
[CUSTOMER][NEUTRAL] Right now I couldn't hear you.
[CUSTOMER][NEUTRAL] My, yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you. Do you have the policy number for Ms. [PII]?
[CUSTOMER][NEUTRAL] No, I, I, I, I do not I do not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. What information do you have on her?
[CUSTOMER][NEGATIVE] But I can't give you
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] Yes, what information do you have on her?
[CUSTOMER][NEUTRAL] I have her date of birth which they asked me to call her and get that that's all they need is [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But I don't
[CUSTOMER][NEUTRAL] But I.
[AGENT][NEUTRAL] OK, let me see if it's this one.
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] And bear with me just a second.
[CUSTOMER][NEUTRAL] You might be.
[AGENT][NEUTRAL] OK. How can I help you with this number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] OK, uh, he, he, she is not sure and I'm not either. It's been so long. If it's an accident, policy of cancer or heart attack, stroke, now I see you. She doesn't know. I don't either.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. OK. Yes, I can give you that information. I just need to verify one more thing with you, just, just for security, OK? Can you verify that email address, your email address?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] My email address is uh let me dang lawnmower's coming by. Hold on.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you. OK, so what we have for Miss [PII].
[AGENT][NEUTRAL] It's going to be, we have a heart attack and stroke policy and an ICU policy.
[CUSTOMER][NEUTRAL] That's what I was thinking. All right. Heart attack, stroke?
[AGENT][NEUTRAL] Intensive care.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I see you
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, what's the what's the premium on it?
[AGENT][NEUTRAL] Uh, let's see. So, uh, for the heart attack and stroke policy, it's $38.
[AGENT][NEUTRAL] Um, and for the ICU it's $18.
[CUSTOMER][NEUTRAL] OK, so she's paying $56 right? OK.
[AGENT][NEUTRAL] Hm, let me double check.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, mhm. Yes.
[CUSTOMER][POSITIVE] OK, that's what I needed to know and thank you for taking care of me. I appreciate it.
[AGENT][POSITIVE] You're welcome, no problem. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No, not that I'm aware of.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, you have a good day and thank you for calling APL. You're welcome. Bye-bye, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you, ma'am. Uh-huh uh-huh.
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] Bye