AccountId: 011433970860
ContactId: 436028a6-36a2-4341-add8-0112ee1e9104
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151880 ms
Total Talk Time (AGENT): 48520 ms
Total Talk Time (CUSTOMER): 85859 ms
Interruptions: 0
Overall Sentiment: AGENT=3.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/436028a6-36a2-4341-add8-0112ee1e9104_20250211T20:44_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good good afternoon [PII]. My name is [PII] and I'm just following up um on.
[CUSTOMER][NEUTRAL] Um, my account that I sent in was sent in, um, some paperwork last week that they requested and I just wanted to see where we are.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, the part.
[CUSTOMER][NEUTRAL] Do you need the policy number or?
[AGENT][NEUTRAL] Yes, sir. Uh, may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] 3352-339-1219. And then the policy number.
[CUSTOMER][NEUTRAL] Uh, policy number is 00449460.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right. I I have you here. I just need you to verify your date of birth and your mailing address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the mailing address is [PII].
[CUSTOMER][NEUTRAL] Northeast 19th Drive, Street 8.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And oh, I'm sorry, I forgot your email. Can you verify your email address for me?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. So I am showing the um documents were received on [PII] and they are currently in processing, um, so there's
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, it has been received.
[CUSTOMER][POSITIVE] Wonderful. Wonderful. All right, thank you very much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, that's good for right now.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL, Mr. [PII]. I hope you have a good evening.
[CUSTOMER][POSITIVE] You're quite welcome. Thank you. Same to you there.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.
[CUSTOMER][NEGATIVE] No, no.