AccountId: 011433970860
ContactId: 4609253b-0c57-4c5e-a607-cef7a89a1bd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193899 ms
Total Talk Time (AGENT): 56601 ms
Total Talk Time (CUSTOMER): 107391 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/4609253b-0c57-4c5e-a607-cef7a89a1bd8_20250218T14:39_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes, yeah, good morning.
[CUSTOMER][NEUTRAL] You know, I wanna make sure what is the effective date for my policy.
[CUSTOMER][NEUTRAL] That I have here I have a new one but I wanna make sure the previous one.
[CUSTOMER][NEUTRAL] Let me give you the policy number.
[AGENT][NEUTRAL] OK, I can
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number is 24.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 65
[CUSTOMER][NEUTRAL] 761761.
[AGENT][NEUTRAL] OK, and can I get your name, please?
[CUSTOMER][NEUTRAL] To.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] Are you
[AGENT][NEUTRAL] OK, do you mind verifying your date of birth and your address for me, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] OK. And your phone number and email address.
[CUSTOMER][NEUTRAL] OK, phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Email you
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And you were calling to get your effective day, hold on just a moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] For the previous one because it was
[CUSTOMER][NEUTRAL] It was the last, you know, when I call you back in maybe like a month ago, this policy was lapsed in April.
[CUSTOMER][NEUTRAL] But uh it was wrong, but I wanna make sure because I have and I my resources of the family that I have a new one when I check is effective [PII] this year.
[CUSTOMER][NEUTRAL] But I wanna make sure that was happening from [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't show that you had any coverage from um April through January but I'm showing that the effective date on your new policy is [PII].
[CUSTOMER][NEUTRAL] Yeah, the new one, but I wanna make sure the previous one.
[CUSTOMER][NEUTRAL] Because uh you have 246-576-1.
[AGENT][NEUTRAL] OK, that
[CUSTOMER][POSITIVE] I wanna make sure it was yes.
[AGENT][NEUTRAL] Yeah, that, that one was never in effect.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see 1842027 was the one previous that was in effect and it was.
[AGENT][NEUTRAL] Uh, through.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It was a you know, it's [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] OK, let me call human resources because I'm OK, OK, thank you.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Thank you. OK. No, that's it. OK, thank you. Thank you very much. Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Mm thank you for calling