AccountId: 011433970860
ContactId: 53b8fb8f-f5a6-418c-a25a-bd660ee444c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 303279 ms
Total Talk Time (AGENT): 102383 ms
Total Talk Time (CUSTOMER): 142690 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/53b8fb8f-f5a6-418c-a25a-bd660ee444c1_20241231T14:21_UTC.wav
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[CUSTOMER][NEUTRAL] Uh just hold on.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, my name is [PII]. I'm with, uh, um.
[CUSTOMER][NEUTRAL] [PII], anyway, I have a gentleman here, [PII] that works with me, and he wants to know what his policy number is. Can you help him with that?
[CUSTOMER][NEUTRAL] So I can file a claim for him?
[AGENT][NEUTRAL] OK, does he speak English?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, can I speak with him?
[CUSTOMER][NEUTRAL] Yeah, he's right here hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][POSITIVE] Good morning. Give me your name, sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, [PII], what's your policy number?
[CUSTOMER][NEUTRAL] That I don't know what the policy number.
[AGENT][NEUTRAL] So, uh, can I start it?
[CUSTOMER][NEUTRAL] Well that's what we're trying to yeah that's what we're trying to get.
[AGENT][NEUTRAL] Can I search it by your social?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected? I can call you back?
[CUSTOMER][NEUTRAL] Uh, I'm at work, so [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What were the last four digits?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] thank you one moment.
[AGENT][NEUTRAL] And what type of policy do you have with us, [PII]?
[CUSTOMER][NEUTRAL] What type of policy?
[AGENT][NEUTRAL] Is it a gap policy, I mean, a meddling policy?
[CUSTOMER][NEUTRAL] It's the uh
[CUSTOMER][NEUTRAL] The gap.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The 3000.
[AGENT][NEUTRAL] OK. If you can verify your date of birth and your complete mailing address for me.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is the city and state?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and what's your email address on file?
[CUSTOMER][NEUTRAL] Email
[CUSTOMER][NEUTRAL] I don't have one.
[CUSTOMER][NEUTRAL] Do you mind
[CUSTOMER][NEUTRAL] Oh, I'm using um Ms. [PII]'s, uh, email.
[AGENT][NEUTRAL] And what is that?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Could you give her yours?
[CUSTOMER][NEUTRAL] Hello, it's uh [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what relationship are you to the insured, [PII]?
[CUSTOMER][NEUTRAL] I'm not, I, we're coworkers.
[AGENT][NEUTRAL] OK, I'll need to get him back on the phone because we can't speak to you without his permission.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK, so if you're wanting us to speak with [PII], you'll have to give us permission to speak with her, state who she is, the relationship, and what information we can disclose.
[CUSTOMER][NEUTRAL] OK, well, she helps me with my claims. Uh, she's my coworker, uh, her name is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Spell the last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you're giving us in uh permission to disclose what type of information to her on your plan.
[CUSTOMER][NEUTRAL] Mm what else?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] What are, what can we disclose to [PII]?
[CUSTOMER][NEUTRAL] Uh, whatever information she needs, she's the one who helps me out with the.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] With the claims.
[AGENT][NEUTRAL] OK. And what information are you needing today?
[CUSTOMER][NEUTRAL] The policy number for the gap.
[AGENT][NEUTRAL] OK, but just your policy number?
[CUSTOMER][NEUTRAL] Yes, that's all we need the policy number.
[AGENT][NEUTRAL] OK. Do you have a pen and paper? I can give you that.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so it's uh 165.
[AGENT][NEUTRAL] 35.
[AGENT][NEUTRAL] 97
[AGENT][NEUTRAL] And we still need to get your email address verified. Do you have a work email?
[CUSTOMER][NEUTRAL] Uh, work email.
[CUSTOMER][NEUTRAL] [PII], the same one [PII].
[AGENT][NEUTRAL] Yeah, that's not the email address on file.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mm I'm not sure. I couldn't remember the first one that I.
[AGENT][NEUTRAL] Do you have an email? Do you have an email address?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, alright, and is there anything else I can help out with today?
[CUSTOMER][NEUTRAL] No ma'am, that was it. Oh well that's why the lady yesterday she was at. Alright well.
[AGENT][POSITIVE] OK. All righty.
[AGENT][POSITIVE] So if you don't have any other questions, [PII], thank you for calling APL and have a good day.
[CUSTOMER][POSITIVE] Thank you and have a happy [PII], bye. Well you do.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] That's it.