AccountId: 011433970860
ContactId: 3fb4bcde-5fb4-47f8-97c6-8d6af81b43c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 457859 ms
Total Talk Time (AGENT): 178582 ms
Total Talk Time (CUSTOMER): 163119 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/3fb4bcde-5fb4-47f8-97c6-8d6af81b43c5_20250410T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I have an insurance policy with y'all since [PII].
[CUSTOMER][NEUTRAL] And I'm, I have.
[AGENT][POSITIVE] Oh wow, thank you.
[CUSTOMER][NEGATIVE] Yeah, I have lost everything. Um, I had it all in one envelope, gave it to one of my girls, and it's gone.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Oh, no. OK.
[CUSTOMER][NEUTRAL] So can I get
[CUSTOMER][NEUTRAL] Can I get everything again, whatever it is I need to have?
[AGENT][NEUTRAL] Yes, ma'am. You're needing a copy of your policy certificate, is that correct?
[CUSTOMER][NEUTRAL] Yes, and I need to change my address probably.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I can help you with your address too. Um, can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][POSITIVE] I hear the bird birdies chirping in the background. What a nice noise.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I'm sitting outside.
[AGENT][NEUTRAL] Oh, OK, Ms. [PII], uh, do you happen to know what your policy number was?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, that's not a problem. I can look it up with your social. Can you give me your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK. I've got you pulled up right here, I believe. OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy now for you?
[CUSTOMER][NEUTRAL] OK. I don't know what address, but let's go with the last 1, [PII]. Is that close?
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK, I need to change that. Uh, my phone, what else did you want? I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Your email address and your phone number.
[CUSTOMER][NEUTRAL] OK, phone number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I have already forgot the other one. What did you say? I'm so sorry.
[AGENT][NEUTRAL] Your your email address, that's fine.
[CUSTOMER][NEUTRAL] Email, OK. It is lost in [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm not sure, [PII].
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] OK, and that that's um can you spell it? Is it [PII]?
[CUSTOMER][NEUTRAL] No, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] OK, let me get, I've just gone and messed it up again. My goodness. OK.
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, [PII] Lost.
[CUSTOMER][NEUTRAL] Is that what you have?
[AGENT][NEUTRAL] A lot
[AGENT][NEUTRAL] [PII]. Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I've got that fixed up now too.
[AGENT][NEUTRAL] And what do you want your address to be now?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me get where I need to correct that address for you real quick. It's gonna be just a second while I get it put in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, what did you say your name was?
[AGENT][NEUTRAL] My name is [PII], it's [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. All right. I think I've got you all fixed up. Let me just double check and make sure it's stuck.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Yes, ma'am, it did.
[AGENT][NEUTRAL] And what I'm going to do is this I'm gonna order a new certificate.
[CUSTOMER][NEUTRAL] OK. And I think
[AGENT][NEUTRAL] To be mailed to your home address, your new home address that you just gave me, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good.
[AGENT][NEUTRAL] And then your policy number, let me give that to you while we're on the phone.
[AGENT][NEUTRAL] It is 8.
[CUSTOMER][NEUTRAL] OK, hang on, I have a sec.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Wait. I gotta get the paper.
[AGENT][NEUTRAL] Yes ma'am, I, I'm waiting.
[CUSTOMER][NEUTRAL] OK. 8.
[AGENT][NEUTRAL] It's 88023.
[CUSTOMER][NEUTRAL] 88023
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I've got that um new certificate ordered for you also so it can be mailed to your home address. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] On that certificate, does it tell me where I need to call and.
[CUSTOMER][NEUTRAL] You know, if I need your services, does it have all that on there?
[AGENT][POSITIVE] It should have it on there, yes, ma'am.
[AGENT][POSITIVE] If not, it's the same number that you just called anytime you need any kind of help you, you call and we'll help you here in the care team with anything you might have questions or concerns about.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] Well, I appreciate it and you've done a wonderful job. Have a wonderful day.
[AGENT][POSITIVE] Well, thank you very much. You too, Ms. [PII]. We appreciate you being a longtime customer, one of the originals. Thank you so much.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah. All right. Bye-bye.
[AGENT][NEUTRAL] All right. Bye-bye, ma'am.