AccountId: 011433970860
ContactId: 5a862c2e-7c05-4dbe-ab42-fdcd1d985eaa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365899 ms
Total Talk Time (AGENT): 177392 ms
Total Talk Time (CUSTOMER): 116185 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/5a862c2e-7c05-4dbe-ab42-fdcd1d985eaa_20250331T19:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name's [PII] in [PII]. How are you?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] Good. I, uh, I asked for a policy. I've never had one in 12 years, and, uh.
[CUSTOMER][NEUTRAL] I, I called and someone like you said.
[CUSTOMER][NEUTRAL] Uh, OK. It's been mailed from [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That was 3 weeks ago, huh? I'm still looking for it.
[AGENT][NEUTRAL] Still haven't received it. OK. I can see what's going on with that, um, so you can get that copy of your policy. Um, first, if you don't mind, can I get a good callback number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] No, uh, what else do you need to know?
[AGENT][NEUTRAL] Um, I can start using your social.
[CUSTOMER][NEUTRAL] Uh, the whole, the whole social?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Uh, I'm gonna read that policy number back to you, make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and I'm sorry, could you spell your last name for me?
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK, thank you. One moment. I think I might have misheard that.
[AGENT][NEUTRAL] There we are. OK. I'm just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying that information. Give me just a moment, let me take a look at what is going on with your policy certificate.
[CUSTOMER][NEUTRAL] I think I have an idea.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I think you have the, I think they had the wrong address. The address was uh effective 12 years ago. The old address is [PII], now it's uh [PII].
[AGENT][NEUTRAL] OK, that is the current address that we have, so maybe that was just recently updated I know you said uh you called and spoke with us before that very well might be it. Let me take, just give me just a moment let me take a look and see um if I can find that out for sure of course one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do have that update from it looks like that was [PII].
[AGENT][NEUTRAL] Was that last update for this request for this particular uh request for that so I would say I mean my goodness, how long has that been?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I wouldn't give it much longer than I would say 2 weeks from that date. Let's see what that was.
[CUSTOMER][NEUTRAL] Should be right now.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's say
[CUSTOMER][NEUTRAL] Could, could they have the old address?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't know, let me see if I can see that.
[CUSTOMER][NEGATIVE] I think that's the problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That was my wife's policy, and when she died 12 years ago, I, I took it over. I've been paying every month, $55.10 for 12 years.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] I don't have a policy.
[AGENT][NEUTRAL] Got it. OK, so I will go ahead and have this, um, look into this and make sure what address it was sent to, but for good measure I'm just going to go ahead and resubmit it because the address that you gave me is the current address. It is showing that is what's correct in our system now. Yes, so in the meantime though, [PII], I can send you a copy of the policy through email if you'd like it immediately. I can send that way if you'd like something in the meantime.
[CUSTOMER][NEUTRAL] Yes, [PII], yeah, yeah.
[CUSTOMER][NEUTRAL] Uh, you'll send it to me immediately.
[AGENT][NEUTRAL] The email will be to you, uh, immediately, yes, so I can put in this request to have it mailed to you again, um, but if you need something right now I can email it to you as well.
[CUSTOMER][NEUTRAL] I, I, I don't need it, um, yeah, I, I, I, there, there is no need for a claim. I just want to get the policy.
[AGENT][NEUTRAL] And that would you.
[AGENT][NEUTRAL] Of course, yeah, just so that if you needed to see that, um, I mean I can email it to you it's just another, uh, possibility, but if you'd prefer to just wait for it in the mail we can do that.
[CUSTOMER][NEUTRAL] I, I, I don't, I don't have, I don't.
[CUSTOMER][NEUTRAL] I don't have email, so it has to come by mail post office.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Sure, OK, no worries. All right, well, I will go ahead and get this updated for you. Of course, I will make a note of our conversation. So if you have to call back, I sure hope not. You should be getting it fairly soon if you're there in fact. um, yes, sir. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks. Thank you very much. Appreciate it.
[CUSTOMER][NEUTRAL] No, I, I want to get the policy. That's all I need.
[AGENT][POSITIVE] Yes, sir. All right. Well, we will get you taken care of. I hope you have a great rest of your day. Thank you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Same to you. Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.