AccountId: 011433970860
ContactId: 7b71dc53-8b89-4580-8e69-3a204c562b8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174839 ms
Total Talk Time (AGENT): 61968 ms
Total Talk Time (CUSTOMER): 77631 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/7b71dc53-8b89-4580-8e69-3a204c562b8b_20250321T15:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, good morning. Uh, yeah, this is [PII], and I, I don't know if I have anything. I mean, I can't find anything here at home. We have a policy. It's in my, it's my wife, uh, my wife's policy, and I'm on it also, but, uh, for our insure, I mean our, uh, tax purposes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I could get a benefit from, you know, my tax, uh, filing my taxes showing that I have this insurance.
[CUSTOMER][NEUTRAL] Uh, is there a document I can download or you can send me?
[AGENT][NEUTRAL] I can do that. I can help you with that. Do you have your policy number available or I can look up the policy by your social either way.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, let me see, OK, it's 00610786.
[AGENT][NEUTRAL] All right, Mr. [PII], what is your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you, Mr. [PII], what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] This is the home 3 I mean [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Let me just check on that document for you. Bear with me just one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] Thank you. I appreciate it.
[AGENT][NEUTRAL] Would you like that emailed, faxed, or mailed?
[CUSTOMER][NEUTRAL] Uh, email please.
[AGENT][NEUTRAL] And can you verify the email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. I am going to put in that request to our customer service department and they should get that emailed for you um in a day or so.
[CUSTOMER][POSITIVE] OK, alright, great, thank you then.
[AGENT][POSITIVE] It's been such a pleasure to assist you. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, uh uh, that's fine.
[AGENT][POSITIVE] All right, Mr. [PII]. I hope you do too, and thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] You have a great day.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.