AccountId: 011433970860
ContactId: 31d297d1-1ceb-4cb8-9896-78a373c5f2c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404019 ms
Total Talk Time (AGENT): 85604 ms
Total Talk Time (CUSTOMER): 104431 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/31d297d1-1ceb-4cb8-9896-78a373c5f2c6_20250122T16:13_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[CUSTOMER][NEUTRAL] And I was calling to um because I had got a.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Bill in the mail.
[CUSTOMER][NEUTRAL] That I used, um, I used my insurance card back in.
[CUSTOMER][NEUTRAL] I'm gonna say uh [PII].
[CUSTOMER][NEGATIVE] But it never went through and I, they sent me a bill for it.
[CUSTOMER][NEUTRAL] And I was with Serge at the time, the staffing company.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] So I was drunk
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] For the card.
[AGENT][NEUTRAL] Uh, on your ID card, do you, is there a policy number on the card?
[CUSTOMER][NEUTRAL] Um, I got my ID number that's on there. I, I don't not sure about the, I don't see the policy.
[AGENT][NEUTRAL] What number
[AGENT][NEUTRAL] What's that number?
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] It is D 47.
[CUSTOMER][NEUTRAL] 62
[CUSTOMER][NEUTRAL] 783 8.
[AGENT][NEUTRAL] And how do you spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your first name is [PII], right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what state do you reside?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's your date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what phone number did you dial?
[CUSTOMER][NEUTRAL] Um, I doubt that.
[CUSTOMER][NEUTRAL] Customer service call the [PII].
[AGENT][NEUTRAL] OK, and so that's to 90 degrees. You're, you've reached American Public Life. Um, I'm gonna transfer you to that location, um, and just for future reference, it's option one when you dial that number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one second and what's the D number again that you that you uh gave me previously? I can provide them with this number.
[CUSTOMER][NEUTRAL] Um, so when I had the card.
[AGENT][NEUTRAL] Uh huh. The, the number that starts with the letter D.
[CUSTOMER][NEUTRAL] Uh, it would
[CUSTOMER][NEUTRAL] OK, um, it is [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] 8.
[AGENT][POSITIVE] OK, great, thank you. Give me a second and I'll get you transferred, OK? And did you have any other questions before the transfer?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, thanks [PII] for calling ATL. Give me one moment and I'll get you transferred. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[CUSTOMER][NEUTRAL] Thank you for calling 90. All agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remain on the line, and we will be with you shortly.
[CUSTOMER][POSITIVE] We apologize for the longer than expected wait time.
[CUSTOMER][NEUTRAL] Your call is important to us.
[CUSTOMER][POSITIVE] If you prefer, you can leave a detailed voicemail message, and we will get back to you promptly.
[AGENT][NEUTRAL] [PII], thank you for holding um their automated system came on and said that all of the representatives are busy and left uh an option to leave a message, but I didn't want to uh release you to leave a message without letting you know. So do you want me to call back and then you can leave a message once when you're prompted to do that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, can, can you just give me the number and I'll try to call them back.
[AGENT][NEUTRAL] It's the number that you dialed, the [PII], but select option one.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, will do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Alrighty, any other questions I can help out with today?
[CUSTOMER][NEUTRAL] No man.
[AGENT][POSITIVE] All right [PII] thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] Alright, you too.
[AGENT][NEUTRAL] Bye bye.