AccountId: 011433970860
ContactId: 555151b4-b381-46e2-8b5f-f77829bfe140
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 569630 ms
Total Talk Time (AGENT): 161366 ms
Total Talk Time (CUSTOMER): 109673 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/555151b4-b381-46e2-8b5f-f77829bfe140_20250320T14:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] This is who?
[AGENT][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] Who is
[CUSTOMER][NEUTRAL] I can't understand you. What did you say?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK. I'm [PII] and I'm calling about a cancer policy for my husband, [PII]. His birthday's [PII]. The policy number is 457612.
[AGENT][POSITIVE] Thank you. uh, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] OK, and Miss [PII] for security, may I have your date of birth and mailing address?
[CUSTOMER][NEUTRAL] My date of birth is [PII]. Um, the address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you. And how may I assist you today, Miss [PII]?
[CUSTOMER][NEUTRAL] OK. I had spoken with someone over about a week and a half ago, and they were supposed to send me uh some information explaining the benefits of this policy and also some claim forms, and I have not received them.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check and see um.
[AGENT][NEUTRAL] OK, let me check and see if he's gone out or what day was it sent. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so it was completed.
[AGENT][NEUTRAL] [PII], so it went out on the next business day. Um, let me check and see um.
[AGENT][NEUTRAL] Only 12.
[AGENT][NEUTRAL] OK, let me check and see if um they had to create the profile because that may take a little bit longer. I see that she worked on it the same day. So let me see exactly what she did.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so she's creating the documents. OK, so, um, yeah, she's working on create the file. It looks like, um, yeah, this is an old policy, so we have to um go ahead and create the file before we send it out and it looks like she's working on it. So that means that it's not been sent out yet. She's just um working on that right now, um.
[AGENT][NEUTRAL] Let me check and see if I can get in touch with her and see how much longer for her to create that file, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Thank you. I'm gonna put you on a brief hold. You're welcome. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding Miss [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so the file was created yesterday, the [PII], uh, so it is gonna be out more than likely today or tomorrow, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, um.
[CUSTOMER][NEUTRAL] Do you have an extension number?
[AGENT][NEUTRAL] Um, we don't have extension numbers, but you can always ask for me. My name is [PII].
[CUSTOMER][NEUTRAL] OK, spell, spell it, S [PII]
[AGENT][NEUTRAL] Uh-huh. Yes, just [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, all right, so, um, it should go out tomorrow, is that right?
[AGENT][NEUTRAL] Correct, yes, because it was created the [PII], which it was yesterday. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK. Uh, and it should take what about.
[AGENT][NEUTRAL] Mm, I would say probably a week, maybe less because it is, um, I think it's coming out of [PII] office, I believe. But if it's coming from [PII], it's gonna take probably a little bit longer, um, and they just created that um certificate, so it may take a week, but it may be a little less than that, OK?
[CUSTOMER][NEUTRAL] Awake.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That's all. And thank you and you have a good day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You as well, Miss [PII]. Thank you for calling APL. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] Mm thank you bye bye.
[AGENT][POSITIVE] You're welcome.