AccountId: 011433970860
ContactId: 39580497-c2fc-4564-96e2-f31a5f278762
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261000 ms
Total Talk Time (AGENT): 83356 ms
Total Talk Time (CUSTOMER): 63607 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/39580497-c2fc-4564-96e2-f31a5f278762_20250507T19:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is how may I assist you?
[CUSTOMER][POSITIVE] Oh yes ma'am, I'm preparing, can you?
[CUSTOMER][NEUTRAL] I'm preparing paperwork to send in for um wellness checks and for uh some cancer that I had taken off.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I don't have my policy number with me. Can I share something with you so you could get me that?
[AGENT][NEUTRAL] OK, sure. Yeah, I can assist you with the policy number. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my name's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you, Ms. [PII].
[AGENT][NEUTRAL] One moment let me pull this information.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, I'm still searching. I'm using your name, OK.
[CUSTOMER][NEUTRAL] OK, give me my date of birth, you just let me know.
[AGENT][NEUTRAL] Yeah, um, it doesn't let us like use the date of birth to search.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] What is your address?
[CUSTOMER][NEUTRAL] [PII], or could say [PII].
[AGENT][NEUTRAL] You said the last name is [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm, let me try again.
[AGENT][NEUTRAL] May I have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And I just need to verify the um mailing address and email address on file for security.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, yeah, that's great. Thank you.
[AGENT][NEUTRAL] OK, so your policy number is 02.
[AGENT][NEUTRAL] 52
[AGENT][NEUTRAL] 2406.
[CUSTOMER][NEUTRAL] OK, 02522406.
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK all right thank you sweetie.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, not that I know of. I think I've got everything I need, so I'll send it in and then, uh, I'm sure you'll let me know if it's not.
[AGENT][NEUTRAL] OK, sure, no problem. Yes, once we receive it, it takes like 7 to 10 business days for us to process and once we process, we'll let you know if um we can pay or if we need additional information by then, OK?
[CUSTOMER][POSITIVE] OK sweetie thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good afternoon. That's right.
[CUSTOMER][POSITIVE] All right you too. [PII] bless you bye bye.
[AGENT][NEUTRAL] Yes, so.