AccountId: 011433970860
ContactId: 4ce99818-e7f5-48e4-a762-814a619de8a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466779 ms
Total Talk Time (AGENT): 159963 ms
Total Talk Time (CUSTOMER): 105671 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/4ce99818-e7f5-48e4-a762-814a619de8a8_20250225T18:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], how you doing? My name is, uh, [PII], and um, I got a short term disability with it just changed. I'm gonna go Chevrolet and I'm just, I never got no nothing in the mail. I'm just wondering if I can get a copy of what I need to get or if something was sent out.
[AGENT][NEUTRAL] Yeah, we can definitely take a look. Do you by chance have any sort of policy number, [PII]?
[CUSTOMER][NEUTRAL] No, I sure don't, and that and that's what I'm, that's kind of what I'm calling for. I don't have any, any information or anything.
[AGENT][NEUTRAL] OK, yeah, let's definitely uh take a look here. So, how do you spell your last name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] All right, let me take a look here.
[CUSTOMER][NEGATIVE] And, um, our mail is so messed up where I live at uh it's, it's possible something was sent to me. I just never got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, just to make sure I spell your last name wrong, I have [PII].
[CUSTOMER][NEUTRAL] AUX
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] See here.
[CUSTOMER][NEUTRAL] And I think we had just, they just switched over like in January from some other company to to uh to APL.
[AGENT][NEUTRAL] The APL? Mm, OK. Yeah, cause usually they'll send you like a certificate for the policy in the mail, um.
[CUSTOMER][NEUTRAL] Mm yes ma'am.
[AGENT][NEUTRAL] Let me see here. I haven't found anything yet, [PII]. Sorry for the hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't know if you need the the guy's name so that sells that his, his name is [PII].
[AGENT][NEUTRAL] Yeah, I shouldn't need the broker's name or anything like that. Um, it's, I'm just going through a list here. It's an alphabetical order, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I feel like if it was supposed to be effective in January, uh, we should be able to find something. I know that there are times where there's like kind of a lapse as far as like that policy number being assigned and, you know, all your paperwork being uploaded and all that stuff.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But I don't know that yeah.
[AGENT][NEUTRAL] Do you mind [PII] giving me your social? We can try underneath that.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if that gives me a look.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, [PII], looks like I think I found you. Uh, what is your date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Alright, thank you so much yeah they have a junior in your last name that's why I wasn't able to find you, sorry.
[CUSTOMER][NEUTRAL] That that's correct, yeah, I'm sorry I should have told you that.
[AGENT][NEUTRAL] That's OK. That's all right. um, let me just verify to please your address that we should have on file.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You need me to tell you or you got it?
[AGENT][NEUTRAL] Yeah, if you can give me the address, please.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Highway 307.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much. And did you want us to email you a copy of the policy or do you want it sent in like the US postal mail to your home address?
[CUSTOMER][NEUTRAL] You could send it to my home address if you don't mind.
[AGENT][NEUTRAL] OK. Yeah, we can send it to that uh address and uh it'll just take it a few days to get sent out. So we'll send you a copy of that policy. Do you want the policy number?
[CUSTOMER][POSITIVE] Yes ma'am, that would help that way when I if I got a call back I could tell you.
[AGENT][NEUTRAL] Yeah, absolutely. Uh, so your policy number is going to be 02.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 58.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 6907.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][POSITIVE] If I have any questions, um, yeah, if you can if you can send it in the mail to me that would be great.
[AGENT][NEUTRAL] OK, yeah, absolutely. And it is effective [PII] of this year, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Very good. I appreciate the help.
[AGENT][POSITIVE] You're welcome, [PII]. Have a great rest of your day.
[CUSTOMER][POSITIVE] OK thank you you too OK bye bye.
[AGENT][NEUTRAL] Uh-huh, bye-bye.