AccountId: 011433970860
ContactId: 53a6464c-6899-44dd-a0b1-01864a6bece8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324640 ms
Total Talk Time (AGENT): 99945 ms
Total Talk Time (CUSTOMER): 88795 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/53a6464c-6899-44dd-a0b1-01864a6bece8_20250425T17:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I called a couple of weeks ago to get a copy of my policy that I've misplaced and I still have not received it.
[AGENT][NEUTRAL] OK, let's look your policy number up.
[AGENT][NEUTRAL] Let's see. Can I have your policy number, please?
[CUSTOMER][NEGATIVE] I don't even have my policy number. I, I don't have anything.
[AGENT][NEUTRAL] OK, that's OK.
[CUSTOMER][NEUTRAL] How else can we look it up?
[AGENT][NEUTRAL] Yeah, what's your first and last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] I'm sorry about that. I'll send it over to you. Let's see.
[AGENT][NEUTRAL] And then what's a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Sorry, my system's thinking.
[AGENT][NEUTRAL] G
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK, [PII], what's your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and I just need to verify your address and email that we have on file.
[CUSTOMER][NEUTRAL] Um, now, when I called the other day, it was, uh, I had, I changed my address. Um, the address I gave was [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, that's correct. Um.
[CUSTOMER][NEUTRAL] Cause I have no
[AGENT][NEUTRAL] Oh, it looks like we don't have an email on file. Did you wanna add one?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'll have to get it sent to my daughter-in-law's email because I don't have email.
[AGENT][NEUTRAL] OK. I can add that one in there for you if you would like.
[CUSTOMER][NEUTRAL] Uh yeah, her email is, let me see what it is. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Can this be emailed?
[CUSTOMER][NEUTRAL] Because I really need a copy of it.
[AGENT][NEUTRAL] Yes, um, let me pull up your policy certificate just to.
[AGENT][NEUTRAL] Be sure it's uploaded in the system.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I did find it, and would you like me to send it to the email that you just provided?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Right. OK.
[AGENT][NEUTRAL] OK. And I am doing that right now. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. I, I really appreciate it.
[AGENT][POSITIVE] Yeah, of course. I'm sorry about that. Um, I'll get this sent over and then is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Now, what, what are you sending me exactly? A copy of the policy or what?
[AGENT][NEUTRAL] Yes, it's the policy certificate, so it will let you know like a breakdown of your benefits.
[CUSTOMER][NEUTRAL] OK, that's what I mean.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, well, if you would just send that to me, I sincerely appreciate it.
[AGENT][NEUTRAL] Yeah, and then it should have, let me double check. It should have your policy number on here as well.
[CUSTOMER][POSITIVE] Yeah, please, I need that.
[AGENT][NEUTRAL] And then I'll also.
[AGENT][NEUTRAL] Um, attach your policy number at the top, so you'll have that.
[CUSTOMER][NEUTRAL] OK, and it is gonna be emailed?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yep, I'm sending it right now.
[CUSTOMER][POSITIVE] OK. Thank you so very much.
[AGENT][POSITIVE] Yeah, yeah, of course. All right, well, thank you for calling APL and I hope you have a good weekend.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][NEUTRAL] OK. Mhm. Alright, bye.