AccountId: 011433970860
ContactId: 5008dfe0-6a79-4a4c-817e-6fbd9982f72c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231539 ms
Total Talk Time (AGENT): 61952 ms
Total Talk Time (CUSTOMER): 91674 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/5008dfe0-6a79-4a4c-817e-6fbd9982f72c_20250512T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I have a policy with you all. You need the uh the group number?
[AGENT][NEUTRAL] Oh, your policy number?
[CUSTOMER][NEUTRAL] It says group number on here, 8787. What I'm trying to do is they had supposed to send me a bank authorization form.
[CUSTOMER][NEUTRAL] Uh, that was Friday last week, and I was to complete it and get it back to you all.
[CUSTOMER][NEUTRAL] Could you send me an authorization form, please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, sure. Um, do you have your card in front of you?
[CUSTOMER][NEUTRAL] Uh, hold on, can you hold on a minute? I can run and get my card.
[AGENT][NEUTRAL] OK, or I can look it up by your name or social.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, my name is [PII]. My social is [PII].
[CUSTOMER][NEUTRAL] I just had it right in it.
[AGENT][NEUTRAL] OK, let me get that pulled up. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this for your dental policy?
[CUSTOMER][NEUTRAL] I beg your pardon?
[AGENT][NEUTRAL] Uh, what type of policy is that for?
[CUSTOMER][NEUTRAL] This is a dental policy and 25,000 on each one of my uh children.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me get that pulled up.
[AGENT][NEUTRAL] OK, and so you haven't received the form yet is that you're wanting us to send another one?
[CUSTOMER][NEUTRAL] Would you please send another one as we speak, cause I'm trying to get all this done.
[AGENT][NEUTRAL] Yeah, um, hold on just a second.
[AGENT][NEUTRAL] Uh, can you verify your date of birth for me, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have an email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, looks like we've got a work email address on file. Do you want us to change that?
[CUSTOMER][NEUTRAL] Yes, because I'm retiring, I won't need that one.
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Let make sure we get
[AGENT][NEUTRAL] OK, do you want me to email this form to you?
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Would you please
[AGENT][POSITIVE] Yeah, absolutely. Let me get your uh email address.
[CUSTOMER][NEUTRAL] Then she wanted to come on my phone, I mean.
[AGENT][NEUTRAL] Let me get your email address changed real quick while I got you on the phone.
[CUSTOMER][NEGATIVE] Oh shit.
[CUSTOMER][NEUTRAL] I just told him my email address. Yeah, I just gave it to yeah [PII] [PII] and he confusing the head this morning.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, now,
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] That's a dealer insurance plus life uh policies on [PII] and [PII].
[AGENT][NEUTRAL] Yes, that's what I showed. OK, I'll get you that bank draft sent over. Um, just give me about 2 minutes, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on, [PII], we need to ask me anything. OK, thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][NEUTRAL] OK.