AccountId: 011433970860
ContactId: 3723886a-ea2f-4227-8de1-33d493851312
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269989 ms
Total Talk Time (AGENT): 63196 ms
Total Talk Time (CUSTOMER): 160255 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/3723886a-ea2f-4227-8de1-33d493851312_20250122T17:06_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I was calling uh I'm trying to check up on it in my insurance and stuff.
[CUSTOMER][NEUTRAL] And uh I, I got his policy number and everything and I'm trying to see if any change has been made and anything and how much my policy still is, you know.
[AGENT][NEUTRAL] OK. All right, and what's that policy number?
[CUSTOMER][NEUTRAL] OK, my
[CUSTOMER][NEUTRAL] 01521935
[AGENT][NEUTRAL] OK. Can I get your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. Hold on just a moment.
[CUSTOMER][NEGATIVE] I hate when they send me a banger and I'm getting a van.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Today
[CUSTOMER][NEUTRAL] To close the door
[AGENT][NEUTRAL] 1521935.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, and what's your son's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] the handles inside the door. I know.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] figure out
[CUSTOMER][NEUTRAL] put the handles in the window.
[AGENT][NEUTRAL] OK, hold on just a moment.
[AGENT][NEUTRAL] And do you mind verifying his date of birth for me?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] What is is it uh [PII] by mistake.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, when you get up in age, you forget.
[AGENT][NEUTRAL] It, it, we do.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] I'm [PII] old. I can get some time now. That's why I'm trying to get things organized or something.
[CUSTOMER][NEUTRAL] You know, go wrong with me, my oldest son will take over everything.
[AGENT][NEUTRAL] OK. And is he there where I can get permission to talk to you about his policy or?
[CUSTOMER][NEUTRAL] No, he's not here. He at work.
[AGENT][NEUTRAL] OK, um, he will need to call in and give us permission to talk to you about his policy, um, and once he does that, then we can discuss his policy with you.
[CUSTOMER][NEUTRAL] Oh, I've been painting ever since he was a baby, so.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Where that train coming in at?
[CUSTOMER][NEGATIVE] It's come out of my account every month.
[AGENT][NEUTRAL] Right, um, it shows that he's the owner of the policy as well.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] I'm supposed to be the benefit of it, on it.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] Am I the benefit on it?
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] So, well, that's, that's, I, I just ask because he's at work and I had told him I was gonna call and check on the my insurance and stuff, make sure everything OK, but I'm just asking a question, so if, if something happened to me uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I understand.
[CUSTOMER][NEUTRAL] That's what I'm trying to see if something happened to me. See, I wanna have it so my oldest son can keep paying the insurance for them. So if something happens that they'll be able to, he'll be able to bury them. That's all I was just checking on.
[AGENT][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm so.
[AGENT][NEUTRAL] All right. So is there anything else that I can help you with, or?
[CUSTOMER][NEGATIVE] So you can't get.
[CUSTOMER][NEUTRAL] I got one more policy I wanna ask about if it's my other son name. I just wanna know if they still got the same coverage and everything that's all ain't nothing changed.
[AGENT][NEUTRAL] OK. And what's that policy number?
[CUSTOMER][NEUTRAL] I did, I talked to everybody else and they, they have sent me out a paper this.
[CUSTOMER][NEUTRAL] Let him let my oldest son shine and stuff.
[CUSTOMER][NEUTRAL] So if something go wrong, it's uh [PII].
[AGENT][NEUTRAL] OK. There's no changes or anything on that policy?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right then.
[AGENT][POSITIVE] OK, well, thank you for calling APL. You have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].