AccountId: 011433970860
ContactId: 76ff4da0-9256-41ae-88ea-327963df082b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421040 ms
Total Talk Time (AGENT): 198139 ms
Total Talk Time (CUSTOMER): 90591 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/76ff4da0-9256-41ae-88ea-327963df082b_20250408T19:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], how are you doing?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. I have an insured on the phone, and it's an issue where he actually had two policy numbers in it in the notes it stated that it was a duplicate policy number out there, so they canceled one.
[CUSTOMER][NEUTRAL] Policy, but when he goes into his OSC, he can't see the second policy, the correct policy number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm. OK. Uh, what's the one we canceled? Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, are you ready for the numbers?
[CUSTOMER][NEUTRAL] OK, so the policy number is 02542.
[CUSTOMER][NEUTRAL] 056 [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if you look in the notes, that's where it states that he has a duplicate policy and that's where you find the other policy number.
[AGENT][NEUTRAL] Alright, hold on just a second for me.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] 4540463. 0, I see the problem.
[AGENT][NEUTRAL] There's 2 different customer numbers.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] But that's weird because the social matches.
[AGENT][NEUTRAL] 594-540-463, yeah.
[AGENT][NEUTRAL] Social matches.
[CUSTOMER][NEUTRAL] Mm, everything matches on the other one, yeah.
[AGENT][NEUTRAL] Yeah, so, but for some reason we got two different customer numbers.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Hm.
[AGENT][NEGATIVE] But then it when I try to go to QA it says customer does not exist.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I don't know how you wanna be there to help, but um I don't know if I need to transfer him to you in regards to that because he wants to know why.
[CUSTOMER][POSITIVE] And we can assist with that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, uh, it's gonna have to be like going through IT. I can explain to him like what the problem is and tell him that we're gonna have to call him back. So yeah, you can go ahead and transfer him over, um, and I'll explain like what's going on.
[CUSTOMER][NEUTRAL] OK, let me give you this information.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, OK, are you ready for the callback number?
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty hold for the transfer, thank you.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Hi, my name is [PII] in customer service. How are you doing today?
[CUSTOMER][NEUTRAL] I'm well and yourself?
[AGENT][NEUTRAL] I'm good thank you so much um so I am looking over your policies and I do think I see where the problem is why you're not able to locate.
[AGENT][NEUTRAL] Your policy, um, we've got you listed under two separate customer numbers and that's how the OSC brings your information in is by the customer number so I'm gonna have to send a ticket to our IT department um to correct your customer number and uh once that is completed I can give you a call back and we can um check it to make sure that it pulls in correctly.
[CUSTOMER][NEUTRAL] OK, are you guys gonna send me a new card because the one that's showing online is the the number on the card that I received in the mail from you.
[AGENT][NEUTRAL] Um, what, what's the number on the card?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Yes, sir. I can send you an updated card for your active policy.
[CUSTOMER][NEUTRAL] Which is 2509862.
[AGENT][NEGATIVE] Hold on just a second, my screen froze up on me. Let me pull up another window and look at your current policy.
[AGENT][NEUTRAL] Uh, 2509862, is that what you've got?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes sir, that's your current policy and I will uh request that a um new card be mailed out to you um I can also send you one to your email if you need one right now, um, would you like me to do that?
[CUSTOMER][NEUTRAL] No, I, I got a couple of claims I need to submit and I can't do that without the first thing happening, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes sir, I understand. I do apologize for the inconvenience. I'm gonna send a ticket in right now to our IT department to combine that customer number so that all of your policies will show up under one, and then I will give you a call back once I have confirmation from IT that that has been corrected, and then we can, um, look at it together to make sure that it shows up.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] All right, Mr. [PII], um, I do apologize, I'm not able to help you at this moment, but we're gonna get it fixed for you. And is there anything else I can do for you?
[CUSTOMER][NEUTRAL] No, all set.
[AGENT][POSITIVE] Alright, Mr. [PII], well, if you have any other questions or concerns you can always give us a call back, um, but I will talk to you soon and thank you so much for choosing APL.
[CUSTOMER][POSITIVE] Alright thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.