AccountId: 011433970860
ContactId: 3d493a26-7303-4505-b9ff-0a70477ecf6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167089 ms
Total Talk Time (AGENT): 60565 ms
Total Talk Time (CUSTOMER): 105507 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/3d493a26-7303-4505-b9ff-0a70477ecf6a_20250430T15:56_UTC.wav
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[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello, thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][POSITIVE] Yeah, hey [PII], it's going to be [PII], heck of a nice guy, APL agent extraordinaire. How are you today?
[AGENT][POSITIVE] Hey, [PII]. I'm good. How are you?
[CUSTOMER][POSITIVE] Good, yeah, better than most, better than most of the people that call me when they're sick and don't know how to file a claim. So, um, let me give you my best, yeah, you know, you, you can't help people who can't help themselves, but I try. So let me give you my callback number it's [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] And here's the policy number, yeah, 2473033.
[CUSTOMER][NEUTRAL] It's gonna be for a lady by the name of [PII]. You're lucky you're not talking to her, but you'll take an hour and a half just to say one sentence, and her date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], I, I know you're a broker, but what company are you from?
[CUSTOMER][NEUTRAL] Oh, if you wanna do it that way, Evans Insurance LLC.
[CUSTOMER][NEUTRAL] And uh do you need any other information?
[AGENT][NEUTRAL] Um, I just need to verify what, um.
[CUSTOMER][NEUTRAL] Like my email address?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I just need to know what company you referring for my notes.
[CUSTOMER][NEUTRAL] Oh, you want the PRD.
[AGENT][POSITIVE] Mm, I got what I need from you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I hear people talk about you a lot, [PII], here at American Public Life. They even talk about you in the um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh [PII], wow. I hope I hear my ear, my ears are burning them. Thank you, [PII]. Well.
[AGENT][NEUTRAL] They even talk about you in the meetings at the job.
[AGENT][POSITIVE] They say you're the favorite, their favorite broker.
[CUSTOMER][POSITIVE] Oh, that's nice, yeah.
[CUSTOMER][NEUTRAL] Thanks. What is [PII] giving you money for saying this? Is she right next to you?
[AGENT][POSITIVE] No, she's not. Me and [PII] works in two different departments, but she's a sweetheart.
[CUSTOMER][NEUTRAL] Yeah I know, I know she gets around, yeah, so, um, can you look in your crystal ball to see if the providers filed any claims for either this year now, [PII] or [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] She has no claims on file.
[CUSTOMER][POSITIVE] OK, alright, that's all I need to know. I'll help her out. OK, thanks.
[AGENT][NEUTRAL] I'm check and see if she has another policy, like a policy before.
[CUSTOMER][POSITIVE] Hope all your calls are this easy.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] This policy became effective to see if they ever sent in.
[CUSTOMER][NEUTRAL] Yeah yeah yeah yeah.
[CUSTOMER][NEUTRAL] Yeah, no, no, this policy was effective [PII], so we're good.
[AGENT][NEUTRAL] OK. Alrighty. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Alright thanks.
[CUSTOMER][NEGATIVE] No, just keep pretending you're talking to me and then go home early. What am I gonna tell you?
[CUSTOMER][POSITIVE] You'd be good.
[AGENT][POSITIVE] Thanks for calling APA. You have a great day.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][POSITIVE] You're welcome goodbye.