AccountId: 011433970860
ContactId: 3c6ccf10-7d4c-4bdd-b0c1-c71098ee4713
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166070 ms
Total Talk Time (AGENT): 57660 ms
Total Talk Time (CUSTOMER): 37978 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/3c6ccf10-7d4c-4bdd-b0c1-c71098ee4713_20250304T15:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Hey, this is [PII]. I had requested a copy of my new policy several times and I still haven't received it.
[AGENT][NEUTRAL] OK, and I apologize, your name is one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have your policy number?
[CUSTOMER][NEUTRAL] I do. It is 258-7794.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment, please.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mail address and email address for me, please.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII] mailing address is [PII] and the email is [PII].
[AGENT][NEUTRAL] OK, thank you. And your callback number is [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, let me see what's going on.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Give me one moment, Ms. [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Let's see. And you said it was supposed to be mailed to you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, I can send a request uh for it to be mailed to you. Um, we do also have an online service center where you can set up an account to view your policy as well.
[CUSTOMER][NEGATIVE] Yeah, I do have an online account but I had requested it be mailed to me and they this was almost a month ago and they said they would mail a copy but I haven't gotten it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, well, I'm so sorry, but I'll send a request to have it mailed. I'll say give it about 3 to 5 business days.
[CUSTOMER][POSITIVE] OK, sounds good. Thank you.
[AGENT][POSITIVE] Yes, ma'am, and thanks for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.