AccountId: 011433970860
ContactId: 5f300c63-cf93-4cd7-8577-5cc8ccd9a31d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 634679 ms
Total Talk Time (AGENT): 142433 ms
Total Talk Time (CUSTOMER): 205178 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/5f300c63-cf93-4cd7-8577-5cc8ccd9a31d_20250114T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello Mr. [PII], how are you this morning?
[AGENT][NEUTRAL] I'm OK. How are you?
[CUSTOMER][POSITIVE] Good, good. This is [PII].
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, got a question on, uh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, River City one hour Home Comfort Enterprise.
[CUSTOMER][NEUTRAL] Home comfort into pro 18735 I think is the uh.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The the number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, the lady's name is [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], let's see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Just lost it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] so
[AGENT][POSITIVE] Take your time. I'm working a little bit slow today, so you're good.
[CUSTOMER][NEUTRAL] Uh, yeah, or.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do we have a gap? Do we have a gap card on her yet?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Last name was [PII], right?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII], I'm sorry.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] So right here.
[AGENT][NEUTRAL] Um, it looks like she's active. Has she not received one yet?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Uh, I look, I looked for it last week and I couldn't find it and the lady I talked to, I forget who I talked to.
[CUSTOMER][NEUTRAL] Said it should be there in 4024 to 48 hours.
[AGENT][POSITIVE] Yeah, I mean that's true. I can always send her a paper one. I can um
[AGENT][NEUTRAL] Download it from the online service center and I can send it out and then I can try to get her uh.
[CUSTOMER][NEUTRAL] Oh, it's it's
[AGENT][NEUTRAL] Like obvious
[CUSTOMER][NEUTRAL] Is it on there now?
[AGENT][NEUTRAL] Um, it should be. Do you have access to the online service center?
[CUSTOMER][NEUTRAL] I did, I, I mean, I can now but uh last week I looked and it wasn't there.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] And then I, I tried to look on my phone. I've got to look on my laptop in order to find it. Let's see if I can do that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I can't log into your online service center so let me know what you're seeing.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Oh Lord, have [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So you are you you you can't see that she's got one, but you can send me one to send to her.
[AGENT][POSITIVE] Like I can always, like, yeah, I can request that one get sent to her.
[AGENT][NEUTRAL] Um, but it makes me think that if she doesn't have one, does the rest of the, the group have one?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Or do I need to put
[CUSTOMER][NEUTRAL] Well, the dis disclosure form that I sent in was wrong and the lady, Miss [PII] said she was gonna fix it and send it to me.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, but I haven't seen it yet, so I don't know what's going on. Let's see.
[AGENT][NEUTRAL] OK. I can ask [PII].
[CUSTOMER][NEUTRAL] Let me see if I can pull this up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see now.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Almost there
[AGENT][POSITIVE] You're all right.
[CUSTOMER][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] There she was.
[CUSTOMER][NEUTRAL] Alright, let's see.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What's [PII] [PII].
[CUSTOMER][NEUTRAL] Alright, I see your name there and how do I print out the uh.
[AGENT][NEUTRAL] Do you see where, um, if you, if you see her name in the list of insured names, and then do you see a policy number in blue?
[AGENT][NEUTRAL] You should be at the top.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I gotta click on her name.
[AGENT][POSITIVE] Yeah, like there's gonna be a plus sign to the left of her name.
[AGENT][POSITIVE] You're gonna hit the plus sign and then there's gonna be some more information um about her policy that drops down.
[CUSTOMER][NEUTRAL] Uh, plus sign by her name.
[AGENT][NEUTRAL] Uh-huh, are you in your online service center? I just wanna make sure that we're in the same spot, OK.
[CUSTOMER][NEUTRAL] Yeah, I, I'm, I'm at the, uh, I'm at the downloaded spreadsheet.
[CUSTOMER][NEUTRAL] That has all the applicants.
[CUSTOMER][NEUTRAL] And the address, let's see that's your zip code.
[AGENT][NEUTRAL] So you're on, so I think you're on the group detail report. Let me see if you've got um.
[CUSTOMER][NEUTRAL] Detailed report find ID cards here we go.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII] [PII], Web link.
[CUSTOMER][NEUTRAL] Assignment
[CUSTOMER][POSITIVE] Benefits on.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Let's see now.
[CUSTOMER][NEUTRAL] ID card.
[CUSTOMER][NEUTRAL] Downloading it now, let's see.
[CUSTOMER][NEUTRAL] Alright, here we go.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Does it let you click click on it?
[CUSTOMER][NEUTRAL] Yeah, yeah, it let me it's letting me print it I believe let's see, print.
[CUSTOMER][NEUTRAL] I'm making noise over there.
[CUSTOMER][POSITIVE] That'll do it. All right, I thank you so so much. Yes, ma'am. Thank you.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] All right. Of course. It says, just, just since I got you on the phone, it says this renew date is.
[AGENT][NEUTRAL] [PII] 0 I guess that's correct for next year I guess we just renewed.
[CUSTOMER][NEUTRAL] Yeah, the renewal dates and uh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Her effective date is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Um, uh, yep, I see that right there. All right, I'm glad I can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Glad we could work that one out.
[CUSTOMER][POSITIVE] Well, I sure appreciate you.
[AGENT][POSITIVE] Of course. I hope you have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thanks, bye.