AccountId: 011433970860
ContactId: 71db4d65-1b3c-46e4-80e3-38296a5a133c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186419 ms
Total Talk Time (AGENT): 67248 ms
Total Talk Time (CUSTOMER): 68879 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/71db4d65-1b3c-46e4-80e3-38296a5a133c_20250221T16:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Doing alright thank you. I've got a member on the line um who surrendered a policy with us last year and she doesn't have any of the or she couldn't find any of the paperwork that was sent regarding the amount um and I I tried looking in uh correspondence and I don't see anything in Onase that I might be able to send her.
[AGENT][NEUTRAL] OK. What's the policy number?
[CUSTOMER][NEUTRAL] It's 151729.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, yeah, we're speaking with um [PII].
[AGENT][NEUTRAL] Yeah, she's she's not the owner of the policy.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] Yeah, uh, we, we can't give her any information. Her husband will have to call.
[CUSTOMER][NEUTRAL] OK, um, but you do have that information, so if you were able to call back?
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] It should be an imaging. Let me look and see real quick, um.
[CUSTOMER][NEUTRAL] Uh, I didn't find anything under, um, I tried looking in correspondence and I don't see anything. Well, I don't see that category for this policy.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, there it, it would be under correspondence.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] And what day did I do that on?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let's look at the first one there.
[AGENT][NEUTRAL] OK, it's um.
[AGENT][NEUTRAL] Under correspondence, uh.
[CUSTOMER][NEUTRAL] I don't see correspondence online at all. Oh, that's weird.
[AGENT][NEUTRAL] Are you going under custom queries?
[CUSTOMER][NEUTRAL] OK, I usually do the, um, I did the policy number, yeah.
[AGENT][NEUTRAL] And policy number?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But yeah the letters and imaging um.
[CUSTOMER][NEUTRAL] Hm, OK, I don't know why I can't see it but um.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] 183, um.
[CUSTOMER][NEUTRAL] OK, I'll just try to
[AGENT][NEUTRAL] I usually just go to custom queries and then go to policy number and I don't click on anything. I just put the policy number in there 00151729 and enter and it'll pull up everything and then I just look for the date [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And it's the first one there's [PII] on [PII].
[AGENT][NEUTRAL] But this is the first one on me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I think I found it. OK, OK, sorry, right, I had to go back that was weird um, alright, well I appreciate your help. I'll let her know that um [PII] would have to give us a call for that information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Well, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Uh-huh, thank you and have a good day. Bye.
[CUSTOMER][NEUTRAL] Alright bye bye. You too, bye.
[AGENT][NEUTRAL] Mhm.