AccountId: 011433970860
ContactId: 6641c706-25f8-40b2-b6ea-1d430a0193c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378790 ms
Total Talk Time (AGENT): 138199 ms
Total Talk Time (CUSTOMER): 72983 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/6641c706-25f8-40b2-b6ea-1d430a0193c0_20250416T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am. I was trying to see, I was, uh, I had received, um, the policy through the company that I work with and evidently like, so I ended up it's, it's an individual policy now because I kept it going after my company evidently went with a new company.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm trying to check and see. I think it's y'all that I have the policy with. I'm just trying to see um if I can get a copy of the actual like what I have.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, may I please uh get your name and your call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII], and then just in case the call disconnects, may I have your phone number to call you back on?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you ma'am and you're calling because you wanna check and see if the policy you decided to keep after your employer went with somebody else is a policy with us, is that correct?
[CUSTOMER][NEUTRAL] Right, and I'm just trying to see if it is if I can get a copy of exactly what it entails.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] On a copy. OK. Miss um [PII], can I, do you have a policy number or if not, can I look it up with your social?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, I'll give you my social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see if I can find a policy that's active for you.
[AGENT][NEUTRAL] And your last name is [PII]?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] OK. And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you used to have a different last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, that's it. OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what is your address, phone number and email address that we would have on the policy for you?
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And the email should be [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying your policy for me. I did find one that is active.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] Effective date is [PII] and it's paid to [PII], so you're current and active on this policy. I am going to look and see if I have your policy certificate handy so I can send that to you.
[AGENT][NEUTRAL] It's gonna be just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is it OK for me to email this policy to you at the email address and I want to verify it one more time, make sure it's correct. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me go ahead and send this to you by mail, email real quick while we're on the phone together.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] And I'm gonna put your policy number in the subject line, so that you have that number also.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK I have sent it to you you should be getting it there in your email uh shortly.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else, Ms. [PII], I can help you with before we go?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right, well you have a wonderful [PII] weekend and we thank you for calling APL.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye-bye.