AccountId: 011433970860
ContactId: 34f4a1de-7085-4ece-aebb-232663fc6724
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191300 ms
Total Talk Time (AGENT): 41509 ms
Total Talk Time (CUSTOMER): 103208 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/34f4a1de-7085-4ece-aebb-232663fc6724_20250527T21:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm with Advantage Care Benefit services, and we have a member that has um uh term life product with you.
[CUSTOMER][NEUTRAL] And he needs a copy of his policy, um.
[CUSTOMER][NEUTRAL] How does he go about doing that? Give me a minute. I'm gonna give you his policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And his name and all that good stuff. His name is [PII].
[CUSTOMER][NEUTRAL] And APL.
[CUSTOMER][NEUTRAL] His policy number is.
[CUSTOMER][NEUTRAL] 1663364
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And your name was, I'm sorry, I'm sorry I missed it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then can I get your a good callback number, [PII], and your email address?
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And um it could be [PII].
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] OK, and then do you have the address of the group?
[CUSTOMER][NEUTRAL] Uh, yes, it's Advantage Care Benefit Services [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Um, has he created an online? I totally understand.
[CUSTOMER][NEGATIVE] That was a dyslexic moment.
[CUSTOMER][NEUTRAL] Probably not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Probably not.
[AGENT][NEUTRAL] Um, that's one option. Um, he could create an online account and then the other one is I can mail it to him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and let me verify his address, um, when we had.
[CUSTOMER][NEUTRAL] Moved his
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] I wanna make sure he's still on.
[CUSTOMER][NEUTRAL] Stove on, which I'm pretty sure he is.
[CUSTOMER][NEUTRAL] Yes, um, it's [PII].
[AGENT][POSITIVE] OK, perfect. That's what I've got. So I'll get that uh request put in today. Just takes about 3 to 5 working days.
[CUSTOMER][NEUTRAL] And what is your name again?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][POSITIVE] Alright [PII], thank you so much I appreciate your help. I'll let him know that it'll be on its way.
[AGENT][POSITIVE] Thanks for calling.
[AGENT][POSITIVE] OK, perfect. Thank you for calling APL. I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.