AccountId: 011433970860
ContactId: 790791f3-3b30-4439-8d6c-6ad1f1f94149
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243160 ms
Total Talk Time (AGENT): 124455 ms
Total Talk Time (CUSTOMER): 115270 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/790791f3-3b30-4439-8d6c-6ad1f1f94149_20250403T13:15_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello [PII]. I just wanted to get my policy number. I don't have my card with me.
[AGENT][NEUTRAL] OK, I'll be glad to help you. Go ahead and give me your social security number and your name.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII].
[AGENT][NEUTRAL] Alright, [PII], thank you for that. Uh, give me just a moment. OK, now while I'm putting your name in.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Go ahead and give me a good return telephone call number, please, sir.
[CUSTOMER][NEUTRAL] Back in.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that. Let's see, you said your social was [PII]. Was that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEGATIVE] Because you are not on my system at all. Are you perhaps are you new?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] No, I'm not new.
[CUSTOMER][NEUTRAL] This is American Public Life, um, my, for my gap insurance, correct?
[AGENT][NEUTRAL] Yes, sir. This is American Public Life and your social [PII].
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me just try to find you by name, just in case. Go ahead, spell your last name for me, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, wait, wait a minute. Is that back of that, is that [PII]?
[CUSTOMER][NEUTRAL] Do you
[CUSTOMER][NEUTRAL] No, no, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. That's your last name? [PII]
[CUSTOMER][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] [PII] and spell your first name so I can make sure I'm getting this right.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, got that. uh, let's see if I can just find you by name.
[CUSTOMER][NEUTRAL] and
[AGENT][NEUTRAL] OK, I do see you by name.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] OK. Well, that helps. All right. Let me put this in. Let's see. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] that.
[CUSTOMER][NEUTRAL] In a.
[AGENT][NEUTRAL] What's your date of birth and address?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] My date of birth is [PII] and my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do see why your social is not in here because you are a dependent, so we would have that, I would have to have your, your spouse's social.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] My wife's. Correct, correct.
[AGENT][NEUTRAL] Yes, OK, well, I found you. OK, um, alright, so what you are needing is your policy number, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, your policy number, are you ready?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] 4490. That is your certificate policy number here at IPL.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][POSITIVE] Perfect. Thank you very much.
[AGENT][NEUTRAL] Well, yes, sir, is that all I can help you with?
[CUSTOMER][POSITIVE] You have, you have, that is all, you've been wonderful. You have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you as well, [PII]. Thanks for calling APL. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.