AccountId: 011433970860
ContactId: 535e32b4-681c-4aa0-b4ce-bcff8b3a642d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314559 ms
Total Talk Time (AGENT): 121779 ms
Total Talk Time (CUSTOMER): 122443 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/535e32b4-681c-4aa0-b4ce-bcff8b3a642d_20250602T16:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, good afternoon, my name is [PII]. I was trying to see if I had the gap insurance through my company.
[AGENT][NEUTRAL] OK, and you said your last name is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] Oh, hi. OK, thank you. Mr. [PII], you're just wanting to verify if you have coverage with APL is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, sir, I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what um what is your full social security number, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, Mr. [PII], thank you very much. Give me a moment, please, to see if I can locate your information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and Mr. He, I will need to verify several things with you first, for security and any information that is provided would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And also your home mailing address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so there is a different address on file for you, Mr. [PII]. What is another address we could have?
[CUSTOMER][NEUTRAL] Uh, uh, so that's the other one which is uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, this one is in a completely different city, Mr. [PII].
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Does it say [PII] by any chance?
[AGENT][NEUTRAL] No, sir. Actually, this is a Miramare address.
[CUSTOMER][NEUTRAL] Uh, OK, uh, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I think I know which one is it, but I don't know the address by heart. It's, I haven't lived there in years, um.
[AGENT][NEUTRAL] Yes, sir. I'm gonna have to be able, yes, sir, but I'm gonna have to be able to verify that with you because that is one of the things that we have to verify for security purposes.
[CUSTOMER][NEUTRAL] Yeah, I totally forgot that.
[CUSTOMER][NEUTRAL] OK, give me 2 seconds. Let me see if I have the lead so maybe I could pull it up through the lead.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, thank you. And I'm sorry for the inconvenience, but again, it is for security that we have to do these things.
[CUSTOMER][NEUTRAL] It's crazy that you guys put if if it if I am right, if it is that same address it's crazy that you guys don't have it so.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEUTRAL] Don't say. That's crazy, uh.
[CUSTOMER][NEUTRAL] Give me, give me one.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Is there another way that I could answer a question for security purposes, or I have to answer that one?
[AGENT][NEUTRAL] No, sir. Yes, sir. I'm gonna have, yes, sir. I'm gonna have to be able to verify that address.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] OK, well, I'm gonna have to call you back because I don't remember that address by heart. It's been so long. um, yeah, I guess I'll call you back with the address.
[AGENT][NEUTRAL] Oh, I'm OK.
[AGENT][NEUTRAL] OK. Well, I do apologize about that, Mr. [PII], but I do hope you understand that it is for security purposes that we have certain pieces of information that we do have to be able to verify.
[CUSTOMER][NEUTRAL] Yeah, that, that's fine. That's fine. Let me just, um, look through my paperwork and then I could try to find the address, call you guys back to verify.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, Mr. [PII]. OK. Well, thank you for understanding.
[CUSTOMER][POSITIVE] OK, no problem, thank you.
[AGENT][POSITIVE] Yes, sir, you're very welcome. And is there anything else at the moment I could try and help you with?
[CUSTOMER][NEUTRAL] So that that's it.
[AGENT][NEUTRAL] OK then well thank you for calling APL and I do hope that you have a nice afternoon if you should call back and I'm not who you speak to.
[CUSTOMER][POSITIVE] OK, no problem, thank you.
[AGENT][POSITIVE] All right. You're welcome.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK bye.