AccountId: 011433970860
ContactId: 849eddb8-131e-4153-b492-99f89f07d6a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318369 ms
Total Talk Time (AGENT): 98807 ms
Total Talk Time (CUSTOMER): 62379 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/849eddb8-131e-4153-b492-99f89f07d6a8_20250327T12:54_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] On the
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I wanna know if my card work.
[AGENT][NEUTRAL] If you want to know if your cards work?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, yeah, your policy number?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Like my phone number?
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] Oh, I don't know what is that.
[AGENT][NEUTRAL] OK. Do you have your social security number?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, I can look it up by that if you'll give me your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII] So
[AGENT][NEUTRAL] OK, that was [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Or [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I'm sorry. Sorry about that.
[CUSTOMER][POSITIVE] You're good.
[AGENT][NEUTRAL] OK, I'm not finding your social security number in our system.
[AGENT][NEUTRAL] Can you spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Why?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And how do you spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I'm not showing your name in our system, so I'm not finding a policy for you.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Do you have a copy of your card?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I have my car for me right now with me.
[AGENT][NEUTRAL] OK. Does it have a policy certificate number or any type of policy number on it?
[CUSTOMER][NEUTRAL] Uh, it's a payer ID number.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Does it, does it have a mirror?
[CUSTOMER][NEUTRAL] Employee ID.
[AGENT][NEUTRAL] Does it have a, um, does it have American Public Life on it or APL?
[CUSTOMER][NEUTRAL] H P A O
[AGENT][NEUTRAL] That's not us.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So I'm thinking you do not have a policy with American Public Life.
[CUSTOMER][NEUTRAL] No, OK, never mind.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Thank you, Mr. So for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] It's uh