AccountId: 011433970860
ContactId: 6bc936cc-0472-4b04-b0d5-f5cc09cb115a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182830 ms
Total Talk Time (AGENT): 76931 ms
Total Talk Time (CUSTOMER): 60450 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/6bc936cc-0472-4b04-b0d5-f5cc09cb115a_20250312T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um, I had, there was a mix up in my payment, uh, so we got back on track and everything and they were supposed to send me all of the information that I actually have on my, uh, policy, and I never got anything.
[AGENT][NEUTRAL] Oh, you mean the policy certificate?
[CUSTOMER][NEUTRAL] Well I wanna know everything, all the stuff that's involved in it, what it covers and all that stuff. I don't.
[AGENT][NEUTRAL] Oh, sure, yeah. OK. So that's just all going to be in your actual policy. So I can look at getting that sent to you. Um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, hang on just a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, policy number is 02410431.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] You're cutting out what what was it you're asking?
[AGENT][NEUTRAL] Oh sorry, um, mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect. OK, thank you for verifying that. uh, give me just a moment let me get this pulled up here.
[AGENT][NEUTRAL] All right, so it looks like as it is a bit newer, um, so you do have a newer policy number as well. I can give that to you if you'd like the one that you gave me was an older one.
[CUSTOMER][NEUTRAL] Really well they just sent me this less than a month ago. OK, well.
[CUSTOMER][NEUTRAL] All right, go ahead.
[AGENT][NEUTRAL] OK, that is 02598312.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that information should be getting to you soon, but I'll go ahead and put in a request to have uh have it resent to you as well.
[CUSTOMER][POSITIVE] OK alright I appreciate it.
[AGENT][NEUTRAL] All right, of course, is there anything else I can help you with?
[CUSTOMER][POSITIVE] I think that's it thank you.
[AGENT][POSITIVE] Alright, yes sir, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.