AccountId: 011433970860
ContactId: 72d8a14f-5854-4eb4-a5b3-e00e05e347a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239559 ms
Total Talk Time (AGENT): 126070 ms
Total Talk Time (CUSTOMER): 38439 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/72d8a14f-5854-4eb4-a5b3-e00e05e347a9_20250117T18:08_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, I would like to request a copy of my policy.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with that today and.
[AGENT][NEUTRAL] Let's see. May I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And do you have that policy number handy?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You ready?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 7672227
[AGENT][NEUTRAL] Thank you and Ms. [PII], while I'm looking that up, do you mind if I also go ahead and snag a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], perfect. And would you be able to just verify some information with me real quick?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Perfect, could you verify for me your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you I appreciate that and then I'm just gonna verify um your mailing address on file please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then it looks like the last thing is that email address on file.
[CUSTOMER][NEUTRAL] Should be [PII].
[AGENT][NEUTRAL] Perfect and then it looks like that phone number on file is the same one you just gave me and give me one moment to get that policy document um pulled up. I can email it to you if you'd like.
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][POSITIVE] Perfect. Hang tight, it's just gonna load real quick.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEGATIVE] So I hit control D like 6 times and it did not like me for that, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Alright, Ms. [PII]. I'm just getting that email worked out for you. Just one second.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right, um, and you're gonna see that come through. It's gonna say policy cert dash APL in the subject line. Um, that way if you need to search for it, you can just search um for APL, and it should be coming your way in the next couple of moments. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Uh, no, that's all, thank you.
[AGENT][POSITIVE] Hey, yeah, it's my pleasure and then I did wanna let you know we do have um like an online portal where you can get access to all your policy information upload claims, and it has like a bunch of other features. Are you interested in like getting a guide on enrollment and the features included in that?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Perfect I'll go ahead and I'll send that out in another email following up and um and then that way you do have like that online access to look at some information as well OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah, it's my pleasure and if there's anything else you need, don't hesitate to give us a call on back and we'll be so happy to help you, OK?
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] My pleasure. You take care. Thank you, [PII].
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] My pleasure bye bye.