AccountId: 011433970860
ContactId: 3f8d0c84-82e3-4916-aef6-efa07fa7c338
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 518058 ms
Total Talk Time (AGENT): 159494 ms
Total Talk Time (CUSTOMER): 111115 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/3f8d0c84-82e3-4916-aef6-efa07fa7c338_20250609T16:20_UTC.wav
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[AGENT][NEUTRAL] For ATL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, how are you doing?
[AGENT][POSITIVE] I'm doing well how are you doing, sir?
[CUSTOMER][POSITIVE] Pretty good, pretty good, um, I have, uh, uh, a policy that I.
[CUSTOMER][POSITIVE] Obtained I think.
[CUSTOMER][NEUTRAL] Maybe like 15 years ago or so.
[CUSTOMER][NEUTRAL] Um, through my work and I wanted to inquire to see if my, if my kid, if I have uh my kids on the policy also.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well we can look at that for you. um, what is your name sir and your callback number?
[AGENT][NEUTRAL] And we'll look at your policy.
[CUSTOMER][NEUTRAL] [PII] Last name [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], can you please give me your policy number?
[CUSTOMER][NEUTRAL] Uh, that I don't have.
[AGENT][NEUTRAL] OK, um, what is your social and I can pull it in that way for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull you up real quick, sir.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Alright, let me go
[AGENT][NEUTRAL] It's gonna be just a second. I'll have it pulled up here in just a bit.
[AGENT][NEUTRAL] OK. I need to open another window real quick, so it's gonna be just a little long because your policy is one of those that's been around for a while.
[AGENT][NEGATIVE] I have to go into a different screen to pull it up because that number is um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Has been around for a while, so it's gonna be just a second while I pull it up.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I think I have you pulled up, [PII]. Can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] I would not know what address you have. I can guess, but I know it's probably not my address that I live at currently, um.
[CUSTOMER][NEUTRAL] I don't know how that would would have been updated, uh.
[AGENT][NEUTRAL] OK, can you give me.
[CUSTOMER][NEUTRAL] So, do you have, do you have [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Do you have what?
[CUSTOMER][NEUTRAL] OK, yeah, well, that was, that's that.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's my previous address.
[AGENT][NEUTRAL] OK, what do you want it to be?
[CUSTOMER][NEUTRAL] Well, my, my current address in the past 5 years is [PII].
[CUSTOMER][NEUTRAL] And everything else is the same on the old address. It's just around the corner down a block from that house.
[AGENT][POSITIVE] OK, thank.
[AGENT][NEUTRAL] Oh, OK. Well, at least she didn't have to move a whole bunch of stuff far.
[CUSTOMER][NEUTRAL] No, uh uh.
[AGENT][NEUTRAL] OK, and then, yes, sir. And then what is your um email?
[CUSTOMER][NEUTRAL] Didn't have to.
[CUSTOMER][NEUTRAL] It's it's a [PII] is one word too also.
[AGENT][NEUTRAL] [PII] one word, OK and then what is your email address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I've got that. And then the phone number that you gave me to call you back on is, uh, that your cell phone number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Thank you so much, sir.
[AGENT][NEUTRAL] OK dokey.
[AGENT][NEUTRAL] Now, I'll need to go over and update your address.
[AGENT][POSITIVE] We're gonna just knock it all out at one time for you.
[AGENT][POSITIVE] I think I've got you fixed up. Let me make sure that you stayed fixed up and it's stuck.
[AGENT][NEUTRAL] OK, I've got your address changed, sir. And looking at your policy.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me give you your policy number also so that you have that if you have to call again.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 813.
[AGENT][NEUTRAL] 561.
[CUSTOMER][NEUTRAL] 813561
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on this policy, this is your accident policy, let me see if you have any others.
[AGENT][NEUTRAL] No sir, it's just the one accident policy. You are the only one that's on the policy?
[AGENT][NEUTRAL] You do have [PII] as a beneficiary.
[AGENT][NEUTRAL] But not as a
[CUSTOMER][NEUTRAL] Yeah, that's my son.
[AGENT][NEUTRAL] OK, and there isn't any dependence on the policy, it's an individual policy under your name.
[CUSTOMER][NEUTRAL] OK, yeah, that's what I wanted to confirm.
[AGENT][NEUTRAL] OK, alright, is there anything else I can help you with [PII], before we go?
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] That's it. I appreciate it.
[AGENT][POSITIVE] It's no problem at all. You have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][NEUTRAL] Bye bye