AccountId: 011433970860
ContactId: 427f127b-7619-4151-b5c2-e385f6c308e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445679 ms
Total Talk Time (AGENT): 122757 ms
Total Talk Time (CUSTOMER): 147401 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/427f127b-7619-4151-b5c2-e385f6c308e3_20250220T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Uh, my husband, uh, is, uh, a policyholder, and we have spoken to a couple of, uh, representatives, and I was hoping if I could find, uh, the one that I just talked to a little while ago if I could speak with her. I think her name is [PII].
[AGENT][NEUTRAL] OK, um, Ms. [PII], first, um, can I get your policy number?
[CUSTOMER][NEUTRAL] It is 1172623.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] Um, actually, well, my husband is the policy holder. Do you wanna talk to him to, uh, do credentials and all that?
[AGENT][POSITIVE] Yes ma'am, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL. Um, I just need for you to verify a little information for your policy. Can you give me your date of birth, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then also I'll need for you to verify your address, phone number and email address please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, phone number [PII] and what was the last one?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying your policy and is it OK if we talk with this [PII] about your policy?
[CUSTOMER][NEUTRAL] Yes, that, that's, that'd be fine.
[AGENT][NEUTRAL] OK, thank you. And the phone number that you gave me, sir, in case our call is disconnected, is that a good number to call you back on?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't hear you.
[AGENT][NEUTRAL] If our call is disconnected, is the phone number you provided a good number to call you back on?
[CUSTOMER][NEUTRAL] Uh yes it is.
[AGENT][NEUTRAL] OK, and you guys want to speak to [PII], is that correct?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, let me see if I can find.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna put you on a brief hold and see if [PII] is available. I'll be right back.
[CUSTOMER][NEUTRAL] Oh, it's OK, I'm, I'm done.
[AGENT][NEUTRAL] OK, Ms. [PII], thank you. I'll be right back. I'm gonna check to see if she's available.
[CUSTOMER][NEUTRAL] And I don't know that that was who I, who he spoke. I thought he said [PII].
[AGENT][NEUTRAL] OK and when did you guys call?
[CUSTOMER][NEUTRAL] Um, probably about an hour ago we did speak with [PII] first and then we spoke with [PII] and she told, I wanna say it was [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Probably about an hour ago, we filled out beneficiary, uh, not a beneficiary change but a name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, changed last names and she told me that we could take.
[CUSTOMER][NEGATIVE] Images and then send those through the email which we did but we just got an email back saying from the care care team that they could not accept that format.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so let me see who's working the emails and the care team.
[AGENT][NEUTRAL] Did you, you and you sent the email through the care team, the care team address?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, and you just sent pictures from your phone through the care team?
[CUSTOMER][NEGATIVE] Yeah, I, I, I took the pictures and then just uh sent them as a, as a um um attachments. I didn't like.
[CUSTOMER][NEUTRAL] Actually
[CUSTOMER][NEUTRAL] Put it in there and then take the picture and then it uploaded that way. I didn't do it that way, but regardless I mean she told me we could send pictures instead of actually uh you know emailing the documents.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And for whatever reason, whoever, and she and she said well I'll be doing the the email so I'll I'll note it to to be looking for it.
[CUSTOMER][NEUTRAL] So if she.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I wish I knew that her name was [PII]. I wanna say it was [PII], but I, that might not even be right.
[AGENT][NEUTRAL] Yes, it is correct. I do see the notes from [PII] on the policy so I'm gonna try to get a hold of her and I'm gonna put you on a brief hold while I find her for you OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Tell you what she told me.
[AGENT][NEUTRAL] Hi, Mr. and Mrs. [PII]. This is [PII]. I got [PII] and I'm gonna go ahead and transfer her to you now.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome it's gonna be a brief hold while I transfer you over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. I've got Mr. and Mrs. [PII] on the other line.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you. Bye bye.