AccountId: 011433970860
ContactId: 618dbb68-9dbb-444b-804b-69d48fe45547
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383799 ms
Total Talk Time (AGENT): 202650 ms
Total Talk Time (CUSTOMER): 111151 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/618dbb68-9dbb-444b-804b-69d48fe45547_20250506T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to know if you all could send me copies of my original documents I signed.
[AGENT][NEUTRAL] Your original documents you signed. OK, I can help you with that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can you provide me with the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, I'm
[CUSTOMER][NEUTRAL] OK, I have 3.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] First one is 00.
[CUSTOMER][NEUTRAL] 643-029
[AGENT][NEUTRAL] And that was 00643029.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And did you want to give me the other ones?
[CUSTOMER][NEUTRAL] Mhm. 00.
[CUSTOMER][NEUTRAL] 64
[CUSTOMER][NEUTRAL] 302 7.
[AGENT][NEUTRAL] OK. And the last one.
[CUSTOMER][NEUTRAL] OK, 0064026.
[AGENT][NEUTRAL] And that was 3026.
[CUSTOMER][NEUTRAL] I've been trying to get my paperwork together at home, but I, I've got so much to go through and I want to get everything to get.
[AGENT][NEUTRAL] Now, are you wanting a copy of your policy?
[CUSTOMER][NEUTRAL] The originals that I signed when I was working.
[AGENT][NEUTRAL] OK. May I have your name, please?
[CUSTOMER][NEUTRAL] [PII], that's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Thank you, Ms. [PII]. And Ms. [PII], can we verify your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And let's verify your address, please, ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And you say that was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And the last bit of information, may we verify your phone number and then your email address?
[CUSTOMER][NEUTRAL] Phone number [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. Let me update that one more place. So it's [PII] that's the number you're calling from, OK, and the last thing, may we verify your email address please, ma'am?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, it's my first name in small letters.
[AGENT][NEUTRAL] OK, [PII], and then you, go ahead.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the rest of your email, please, ma'am.
[CUSTOMER][NEUTRAL] I'm sorry, it's [PII].
[AGENT][NEUTRAL] This did I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So it's just [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It's not your first name, last name, [PII].
[CUSTOMER][NEUTRAL] No, no, no, no, no, it's not. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Wonderful. OK, we've got your new phone number added and we've got your uh email address corrected. So Ms. [PII], have you ever set up your online service center with APL?
[CUSTOMER][NEUTRAL] No, I didn't realize they had one.
[AGENT][NEUTRAL] Yes ma'am, it's an, it's an account you can set up and you'll be able to view all the information you have with your, your, your policies with APL. You can view your claims on A from APL. You can upload claims that you need to file with APL, different things like that if that's something you're interested in, I can give you the website.
[CUSTOMER][POSITIVE] Interesting.
[AGENT][NEUTRAL] And we can also
[CUSTOMER][NEUTRAL] Yes, ma'am. Go ahead.
[AGENT][NEUTRAL] OK, it's [PII]. So that's [PII]
[CUSTOMER][NEUTRAL] I'm sorry. I'm sorry, say that again.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] The letter [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. So [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll look at that.
[AGENT][NEUTRAL] OK, and um Ms. [PII], we can assist you with the set up if you have any troubles getting that set up, just give us a call and just tell us you need some online service center assistance, OK?
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you.
[AGENT][NEUTRAL] You're welcome. So you would like for us to, to mail you your 3 policies for your cancer intensive care. Is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, we will get those out to you and that could take roughly, uh,
[AGENT][NEUTRAL] Uh, I'd say 5 to 7 business days.
[CUSTOMER][POSITIVE] All right. I certainly appreciate all your help.
[AGENT][POSITIVE] Yes, ma'am. Is there anything else we can assist you with at the moment?
[CUSTOMER][POSITIVE] No, you've had, you've done wonderful. I appreciate it. You have a good day.
[AGENT][POSITIVE] Well, yes, ma'am. We appreciate you and thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Bye-bye.