AccountId: 011433970860
ContactId: 6b45edb3-c0ab-4fee-b9a2-090196007103
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245729 ms
Total Talk Time (AGENT): 64680 ms
Total Talk Time (CUSTOMER): 161962 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/6b45edb3-c0ab-4fee-b9a2-090196007103_20250305T16:51_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, I spoke to you yesterday. This is [PII]. I'm, uh, finishing filling filling out my, uh, paperwork and form, and I'm, uh, all the way into section E, and I just wanted to make sure I verify my policy number, uh, based on the information I got was the number is 454141.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] Um, let me check. One moment.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] Let me, I still need to get your information, OK, so let me have the callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and, and also the reason that I'm, I'm verifying, uh, the first time I called and, and I was trying to get all the information since the policy that I purchased it way back in [PII], uh, I had a policy number of uh a.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0142841 and at that time I spoke to [PII] and she mentioned to me that the number I guess had changed and it was 454141.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, OK. Yeah, and that will be um correct um but let me go ahead and get your um date of birth, mailing address and email address for verification.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, I have an email address of [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. OK, so the policy number 454141 started with us on [PII], and that's the one that is active right now, OK?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And, and you know, now, now that I'm, I'm talking to you, she, she mentioned something because I asked that question. It is, uh, why did it change? And apparently you all changed it in [PII] was the year?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I just gotta make a note of that. I don't, I don't want any more cancer to hit me, but OK, and I, and, and that's it, uh, that's where I'm at. I'm on that section E, so I was making sure to verify the policy number before I wrote it in there. OK, all right, it's gonna be mailed to you guys here shortly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No, yes, that's perfect.
[AGENT][NEUTRAL] Yeah, OK. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] That, that.
[CUSTOMER][NEUTRAL] I think that's it. I, I filled out the, the other form, uh, the first page, and uh I asked yesterday about, uh, as far as the transportation and all that but since I didn't do any uh long transportation.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] And before I signed and print it out here, I wanted to make sure that I wrote in the right uh uh policy number and so you verified it for me so we're ready to mail the stuff out. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That's perfect.
[AGENT][POSITIVE] OK. You're welcome. Have a good day, Mr. [PII].
[CUSTOMER][POSITIVE] Yes, you have a good day also.
[AGENT][POSITIVE] Thank you mhm bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] No