AccountId: 011433970860
ContactId: 34234cba-67ca-495f-b56d-086d984d31d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197320 ms
Total Talk Time (AGENT): 96082 ms
Total Talk Time (CUSTOMER): 72780 ms
Interruptions: 1
Overall Sentiment: AGENT=3.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/34234cba-67ca-495f-b56d-086d984d31d3_20250116T16:55_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Hey [PII], how, how's everything going?
[AGENT][POSITIVE] Oh, everything's wonderful, thank you for asking how about yourself today?
[CUSTOMER][NEUTRAL] Good, I'm trying to figure out what's my uh my account number with you guys because um I don't no idea.
[AGENT][POSITIVE] Yeah, I'd love to help you take a look at that today and do you mind if I get your name real quick, my friend?
[CUSTOMER][NEUTRAL] Yes, [PII], which is [PII]
[CUSTOMER][NEUTRAL] My last name is [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, thank you, and.
[AGENT][NEUTRAL] One second [PII], and I'll take a look for you. Are you the subscriber on the
[AGENT][NEUTRAL] Policy
[CUSTOMER][NEUTRAL] I mean, I'm through my company, they work, the one I work for, I have an insurance with them and the gap insurance with you guys. So I just wanna know what's my number, yeah.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, perfect. So it is through, yeah, I can search it with your with your social security number if you'd like [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I'm, mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, perfect. I do see your policy right here. I just need to verify a couple of bits of information with you and then I'll be able to give you that policy number. Is that OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Alright, awesome. Would you be able to verify for me please your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], perfect. Thank you, thank you. And then just your mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then it looks like just two more things. One is that phone number on file and the email on file.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and then that email?
[CUSTOMER][NEUTRAL] Uh, [PII]. Or it could be the email from the company, I don't know.
[AGENT][POSITIVE] It is, yeah, it looks like you're a professional one.
[CUSTOMER][NEUTRAL] So, so my personal, I mean the company or the personal?
[AGENT][NEUTRAL] Uh, your, your companies.
[CUSTOMER][NEUTRAL] OK, for [PII].
[AGENT][POSITIVE] Thank you, thank you. All right, I appreciate you going through that with me, [PII], I have your policy number. Do you have a pen and paper ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, I have 02255749.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And if you'd like, I can, um, if you like, [PII], I can uh send a copy of your ID card to your email that way you have a copy of your card on hand.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes please thank you that we have a lot for the future.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] So let me, let me, let me double check with you. 02255749?
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] My pleasure. I'll get that email going. You should see it in about 5 to 10 minutes at most, OK?
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Thank you.
[AGENT][POSITIVE] My pleasure, thank you.
[CUSTOMER][NEUTRAL] Bye.