AccountId: 011433970860
ContactId: 6282ac78-5c53-4281-a80e-79c2aac7a9f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261010 ms
Total Talk Time (AGENT): 124701 ms
Total Talk Time (CUSTOMER): 70010 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/6282ac78-5c53-4281-a80e-79c2aac7a9f6_20250305T17:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII], and I have a policy with y'all, but uh because of a hacker that got to my bank account, uh,
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] I've had to change stuff up and see if everything's covered. And that's what I'm doing with y'all today. If my heart and stroke still.
[CUSTOMER][NEUTRAL] With y'all
[AGENT][NEUTRAL] Uh, yes, I can, um, make sure your policy is still active, Miss [PII]. Can you give me your policy number?
[CUSTOMER][NEUTRAL] Uh, policy number, OK, it's 00521738.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then also, can you verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] Alright, what was the first one?
[AGENT][NEUTRAL] Your address, your physical address?
[CUSTOMER][NEUTRAL] My address 3 OK [PII].
[AGENT][NEUTRAL] OK, and then what is your email address and your phone number?
[CUSTOMER][NEUTRAL] I don't do email anymore.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, uh, your phone number, please?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] Thank you and if we get disconnected Miss [PII], is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes, I'm a retired schoolteacher.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am, I understand. OK. Thank you so much. I do show that this policy is no longer active, um.
[AGENT][NEUTRAL] Effective [PII].
[CUSTOMER][NEUTRAL] Wonder why.
[CUSTOMER][NEUTRAL] Can I get it back?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, let me go ahead and transfer you to customer service so we could ask them. I'll let you ask them if it's a possibility for you to be able to get this policy back, and I'll let them know that also that you verified your policy so you won't have to go through the verification again.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. You have a wonderful day. It's gonna be a brief hold while I transfer you on over and thanks for calling APL.
[CUSTOMER][POSITIVE] Alright, well thank you for helping me.
[AGENT][POSITIVE] You're so welcome. You take care, Miss [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], it's [PII] again.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Got an insured on the phone. Her name is [PII]. Her policy number is 521-738.
[AGENT][NEUTRAL] She verified her policy and the number she's calling from is a good callback number. Her bank account was hacked, she said, so.
[AGENT][NEUTRAL] She finally got it fixed, calling all of her people to see, well she called to specifically on this one to see if the policy was still active and it's not and she needs to know if she can get it back and how can she do that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. I got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] All right, I got it.
[AGENT][NEUTRAL] OK. I'm gonna go ahead and let her go then. I'll talk to you later, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.