AccountId: 011433970860
ContactId: 54511fdb-810b-4ccf-a853-bba3916caaf4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173320 ms
Total Talk Time (AGENT): 60178 ms
Total Talk Time (CUSTOMER): 80731 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/54511fdb-810b-4ccf-a853-bba3916caaf4_20250402T14:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, sure, I'm, uh, uh, trying to figure out I have a, uh, through PGP Trucking.
[CUSTOMER][NEUTRAL] I have uh uh.
[CUSTOMER][NEUTRAL] The benefits through you, uh, disability, and also life insurance, and I'm trying to get all my ducks in orders, uh, and I need an account number. Could you, is there an account number or how would you know, if something were to happen to me, how would my wife get a hold of you? That's, that's my main question, and I'm trying to get all these ducks and orders and get account numbers and put them all down so if something happens to me, they'll have all my information, you know what I'm saying? Well, I work at CBT.
[AGENT][NEUTRAL] I got, yeah, no.
[AGENT][NEUTRAL] I got you. Yeah, no, we can look it up. So I can give you the policy number. Um, I can look it up by your name or social, whichever you would prefer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it doesn't matter. My name is, uh, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], is that spelled [PII]?
[CUSTOMER][NEUTRAL] Two ends.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. And what state do you live in, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] All right, thank you so much. And then let me get your date of birth, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so here is the policy number for your disability whenever you're ready.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I only need it for the life insurance.
[AGENT][NEUTRAL] You just wanted the life, OK. So the life the life insurance number is 20.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] 09.
[AGENT][NEUTRAL] 037.
[CUSTOMER][NEUTRAL] OK, 29037.
[AGENT][POSITIVE] Yes, that is correct. Yes, sir.
[CUSTOMER][POSITIVE] OK, yeah, I won't need the disability one. She won't need that, uh, you know, I'm not worried about that because that, that just involves me. So we're cool with that that way she's got the phone number and, uh, she can call you and give the policy number and bingo we're she's taken care of. That's all I wanted.
[AGENT][POSITIVE] OK, all right, sounds good. Um, well, we appreciate you calling APL. Is there anything else?
[CUSTOMER][POSITIVE] No, that's it, [PII]. Thank you very much. I appreciate it.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] You're welcome. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You likewise and don't work too hard.
[AGENT][POSITIVE] All right, take care, [PII].
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][NEUTRAL] Bye bye.