AccountId: 011433970860
ContactId: 5c2e5cc5-d279-47f9-b1ae-bc79ad67d3c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218690 ms
Total Talk Time (AGENT): 96716 ms
Total Talk Time (CUSTOMER): 81743 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/5c2e5cc5-d279-47f9-b1ae-bc79ad67d3c4_20250117T15:48_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], how are you doing today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm good. Um, I have a life insurance policy and I just wanted to know about if I was able to, if you, if you, if you could email me my policy.
[AGENT][NEUTRAL] OK, and give me your policy number, please.
[CUSTOMER][NEGATIVE] I don't even, I, I have no information on it. I can give you my name.
[AGENT][NEUTRAL] Oh, you don't have your ID. Yeah, that's right. You don't have your card. So your first and last name.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] Yeah, I never even got one. I'm and if I did get one, I gotta have my wife go through like the files and like look, you know what I mean?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I understand spell your first and last name for me.
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] [PII] and what else did you need?
[AGENT][NEUTRAL] Oh, that's it. I'm gonna try to search by your name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Is it, which policy? Is it your dental policy?
[CUSTOMER][NEUTRAL] Um, so I'm actually getting rid of the dental policy. Um, she sent me a form the, the, the DocuSign because I got medical and dental through my wife's job.
[AGENT][NEUTRAL] OK, so your
[CUSTOMER][NEUTRAL] But uh I'm, I'm calling for the actual.
[AGENT][NEUTRAL] Are you calling to cans?
[CUSTOMER][NEUTRAL] No, uh, the, I'm calling just, just to get my policy, uh, email of my, my life insurance policy.
[AGENT][NEUTRAL] OK, so for your life insurance policy, let me give you the policy number. Let me know when you're ready to write it down.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I'll send you the card.
[CUSTOMER][NEUTRAL] OK, give me one second.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] It's 233.
[CUSTOMER][NEUTRAL] 233.
[AGENT][NEUTRAL] 5, well, first, let me verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your email address on file?
[CUSTOMER][NEUTRAL] Um, it's either [PII] or [PII].
[AGENT][NEUTRAL] OK, it's the latter, the latter one.
[AGENT][NEUTRAL] And so do you want me to email it to the, the second one that you verified?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, give me one second. Let me prepare that for you.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] The policy number is 2335677.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And now for your life policy, there is no ID card for the life the life policy.
[CUSTOMER][NEUTRAL] Oh, that's on my dental policy.
[AGENT][NEUTRAL] The number I gave you is for your life policy, but there's no identification card for your life policy.
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK, OK, is there any type of document? because I'm, I'm opening a bank account and they wanna see my, my like my policy, you know what I mean?
[AGENT][NEUTRAL] So, are you needing like a certificate of, of coverage that you have the coverage?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so we'll have to request that document um, how do you want it you want it emailed to you?
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][NEUTRAL] OK, we could send it to [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We can send that to you and did you have any other questions?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][POSITIVE] Alrighty thank you for calling APL Sean and we'll get that over to you shortly, OK?
[CUSTOMER][POSITIVE] Thank thank you so much you have a great weekend.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Bye.