AccountId: 011433970860
ContactId: 839c461c-2a35-4200-8210-2e31f7aff98c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352859 ms
Total Talk Time (AGENT): 32162 ms
Total Talk Time (CUSTOMER): 91221 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/839c461c-2a35-4200-8210-2e31f7aff98c_20250219T23:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, hi [PII], um, I was put on hold and then I hung up and I called on my own for customer service. I spoke to another one of your representatives. She told me there was a lapse and, and in my brother's insurance, so I, I was, um, wanting to talk to you about that. There was a gap. However, I was paid through paid up all the way through the end, so I don't understand why I have receipts, so can, who do I talk to about that?
[AGENT][POSITIVE] I'm happy to take a look at it. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 2 separate policies. Oh my gosh, I gotta find them again. I'm so sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] There's so many, I've got so many papers, it's unbelievable.
[CUSTOMER][NEUTRAL] I'm just gonna have to organize all this somehow.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi there.
[CUSTOMER][NEUTRAL] First policy is 02078422.
[AGENT][POSITIVE] All right, thank you so much let me.
[CUSTOMER][NEUTRAL] That the policy number is.
[AGENT][NEUTRAL] And then what was the other one that you had?
[CUSTOMER][NEUTRAL] 242-691-7
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that's missing a number. I don't know.
[CUSTOMER][NEUTRAL] I have so many paperwork. Let me see if I can find it somewhere else.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 67
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] Yeah, it's missing a number, I think.
[CUSTOMER][NEUTRAL] I need the correct policy number. I, I don't think I have the correct one.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Um, I think I got you. I think.
[CUSTOMER][NEUTRAL] Oh, somebody's calling me back.
[AGENT][NEUTRAL] OK. Do you want to
[CUSTOMER][NEUTRAL] I think it's from your department. Hold on, hold on, please don't hang up.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Uh huh I'm still here, [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Oh, OK, um, I talked to her and it wasn't you that I needed it wasn't customer service, it was actually, um, the billing department, so uh thank you so much for.
[AGENT][NEUTRAL] I'm still here.
[AGENT][NEUTRAL] OK, so you spoke.
[AGENT][POSITIVE] Yeah, you spoke to somebody over there you're good to go, OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Yes, I am thank you so much.
[AGENT][POSITIVE] Yeah, no problem, [PII]. I hope you have a good night.
[CUSTOMER][POSITIVE] Alrighty thank you you as well bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.