AccountId: 011433970860
ContactId: 84c85d4a-e5d3-4fab-8462-202cf97492fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389239 ms
Total Talk Time (AGENT): 114102 ms
Total Talk Time (CUSTOMER): 84905 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/84c85d4a-e5d3-4fab-8462-202cf97492fd_20250324T22:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm calling uh because.
[CUSTOMER][NEUTRAL] I have a policy with you folks and my company has changed.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] My company has changed, uh.
[CUSTOMER][NEGATIVE] And they're not, they're no longer taking care of this, I guess.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I have a policy number.
[CUSTOMER][NEUTRAL] The policy number is 00673226.
[CUSTOMER][NEUTRAL] I need to get it set up so that I can pay this.
[AGENT][NEUTRAL] OK, can you repeat the policy number for me just one more time please, sir? 0067.
[CUSTOMER][NEUTRAL] Myself
[CUSTOMER][NEUTRAL] 322 6
[AGENT][NEUTRAL] 322-6. OK, let me look that up.
[AGENT][NEUTRAL] OK, and what is your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I guess you probably have [PII].
[AGENT][NEUTRAL] Yes sir, that's your phone.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Thank you, and then one last verification, your email address sir.
[CUSTOMER][NEUTRAL] I don't know if you have [PII].
[CUSTOMER][NEUTRAL] Or if you have [PII], you [PII], you have [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] Yes, that's the one I have, sir, and if by chance we get disconnected, sir, can I call you back at the number you just gave me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so what I'm gonna need to do is uh transfer you on over to customer service because they can help you port your policy. I will let them know that you've already verified everything on your policy and you that way you won't have to do that again, but it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Alright thank you sir. I hope you have a good night and thank you for calling APO.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Currently no agents staffed. Goodbye.
[CUSTOMER][NEUTRAL] Deferring
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Currently no agents staffed.
[CUSTOMER][NEUTRAL] You know, agent staff, goodbye.
[AGENT][NEUTRAL] OK, um, Mr. [PII], this is [PII] back with you again. I'm gonna need to send a request for somebody to give you a call back. It appears that everybody in customer service has already left for the day, so I'm gonna send in a request for you to get a phone call back so that somebody can help you with porting your policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] It's gonna be a brief hold. It should be within 24 hours, yes, sir, but it's gonna be a brief hold while I get that together and I'll be right back with you, sir.
[CUSTOMER][NEUTRAL] OK, that'll be tomorrow?
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] I'm so thankful for you holding for me, sir. I have got that hub requesting for somebody to give you a call back, and they will call you back within 24 hours.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][POSITIVE] Alright, is there, you're very welcome. You're very welcome. I hope you have a great night and thank you for calling APL, sir.
[CUSTOMER][POSITIVE] Thank you, thank you much.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You, you too. Bye bye.
[AGENT][NEUTRAL] Bye bye.