AccountId: 011433970860
ContactId: 522e8e39-30c7-4282-81ad-f818d947eaca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171020 ms
Total Talk Time (AGENT): 87158 ms
Total Talk Time (CUSTOMER): 55007 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/522e8e39-30c7-4282-81ad-f818d947eaca_20250129T13:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is, uh, I'm trying to get some information on my policy, please.
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you happen to have your policy number available?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] That number.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] 2486519
[AGENT][NEUTRAL] And what is your name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh [PII] [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And do you mind verifying your current mailing address, email, and phone number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my email address is [PII].
[CUSTOMER][NEUTRAL] And what else you needed?
[AGENT][NEUTRAL] And a callback number.
[AGENT][NEUTRAL] Your phone number?
[CUSTOMER][NEUTRAL] Oh yeah, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] All right. Thank you, Mr. [PII]. And it would be my pleasure to assist you with your benefits this morning.
[AGENT][NEUTRAL] I'm showing that your policy has been active since [PII].
[AGENT][NEUTRAL] And this is an indemnity policy.
[AGENT][NEUTRAL] Meaning that we pay the benefit amount listed uh on your policy.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] Are there specific benefits that you're wanting to know about?
[CUSTOMER][NEUTRAL] I actually need uh the name of the company and the address please.
[AGENT][NEUTRAL] OK. The company name is A as in apple, P as in Paul, L as in Lima. That's APL.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And our address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] One second on that.
[AGENT][POSITIVE] All right, take your time.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, is there, is there a second name this is under APO?
[AGENT][NEUTRAL] It's just APL. It also stands well that stands for American Public Life, but we are APL.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][POSITIVE] OK, good deal.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] I that's all thank you.
[AGENT][POSITIVE] And thank you, Mr. [PII] for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.