AccountId: 011433970860
ContactId: 7ba714ce-c227-4d61-ab6b-98de8f127ffe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288929 ms
Total Talk Time (AGENT): 102141 ms
Total Talk Time (CUSTOMER): 159604 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/7ba714ce-c227-4d61-ab6b-98de8f127ffe_20250116T21:37_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], how are you doing today?
[AGENT][NEUTRAL] I'm fine how are you?
[CUSTOMER][POSITIVE] I'm doing good and happy [PII].
[AGENT][POSITIVE] Happy [PII] to you too.
[CUSTOMER][NEUTRAL] OK, OK. Listen, I'm calling to um see if I can get a copy of my policy. I need one.
[AGENT][POSITIVE] I can certainly help with that and who am I speaking to?
[CUSTOMER][NEUTRAL] [PII], [PII] in [PII].
[AGENT][NEUTRAL] Well, [PII] in [PII], is it gonna be cold out there this weekend?
[CUSTOMER][NEUTRAL] Yes, ma'am, it's supposed to be cold and I
[AGENT][NEUTRAL] I know it, it's supposed to be cold here in [PII] too.
[CUSTOMER][NEUTRAL] 00, I have a brother live in [PII].
[AGENT][NEUTRAL] What part of [PII]?
[CUSTOMER][NEUTRAL] Well, all I know is [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Do you happen to have your policy number, [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No, ma'am, I sure don't.
[AGENT][NEUTRAL] OK, can you give me your social? I can pull you up by your social.
[CUSTOMER][NEUTRAL] Uh, let me, I'm
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] OK, let me read this back to you [PII] uh sorry [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And the reason I don't have it because I moved it. I can't find my policy.
[AGENT][NEUTRAL] Uh oh, let's see what we've got on you.
[CUSTOMER][NEUTRAL] And I need it.
[CUSTOMER][NEUTRAL] I needed to uh uh uh I, I needed to turn it in some uh own business.
[CUSTOMER][NEUTRAL] got
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] I think.
[AGENT][NEUTRAL] OK, so is your current address the [PII]?
[CUSTOMER][NEUTRAL] OK, if that's what my address was, and I, I couldn't find my policy and I haven't been able to change my address. So my address now is um [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And is that still in [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And is the zip there [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I will request that they send a copy of your policy to you and we'll get that um address updated.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, you're on a bank draft.
[AGENT][POSITIVE] Um, we'll get that all squared away for you. Is there anything else I can do for you while I have you on the phone, [PII]?
[CUSTOMER][POSITIVE] No, no, ma'am. That's all. I'm, I'm doing pretty good. I'm not sick or anything. I just need it for some, you know, business.
[AGENT][NEUTRAL] OK, all right, I understand.
[CUSTOMER][POSITIVE] Uh, you know, when you try to do something, you got to turn your life in. Yeah, yeah, mhm.
[AGENT][POSITIVE] Oh, I know it. I know it. Well, we'll get this squared away for you and um then if you need anything else, you just give us a call back, OK?
[CUSTOMER][NEUTRAL] OK. Do you know how long it would be?
[AGENT][NEUTRAL] I don't know. I know this is a really old policy, so I may have to go to the archives and pull it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I would imagine probably, let's say 5 to 10 working days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, darling, and you, OK, and you have a happy, happy [PII] year and a blessed one.
[AGENT][POSITIVE] You too [PII] you too and thanks so much for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, and keep your personality. I have to say that. Keep your personality, baby. You have a beautiful, beautiful person. You have a beautiful personality I, I, I'm a type of person. I just believe in giving a person with their flowers while they leave it.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Oh, thank you.
[AGENT][POSITIVE] Well, that was so sweet of you. Thank you so much.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, OK, and you have a blessed week, bye bye.
[AGENT][NEUTRAL] OK, bye-bye.
[AGENT][NEUTRAL] All right bye bye.