AccountId: 011433970860
ContactId: 85c1308c-52f8-41f6-b86f-96246ddefca1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234470 ms
Total Talk Time (AGENT): 58430 ms
Total Talk Time (CUSTOMER): 116416 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/85c1308c-52f8-41f6-b86f-96246ddefca1_20250326T20:09_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling IPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I was talking to uh [PII] yesterday, or actually the day before yesterday. And uh I had to go to a funeral, so she was supposed to call me back and she did, but I didn't get the, all of the information I needed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I was calling about a policy number, and I come up with a number on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] Policy number is 027.
[CUSTOMER][NEUTRAL] 207.
[AGENT][NEUTRAL] Is there a letter or anything before the 027, 207?
[CUSTOMER][NEUTRAL] No, it wasn't, it was on the original uh policy, but everything I've gotten so far has been changed over to that number, but I can give you the original policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You hold on, hold on one second. I'm gonna have to lay the phone down before I can get to it.
[AGENT][NEUTRAL] That's OK. Let me, let me look it up on this first.
[CUSTOMER][NEUTRAL] The original policy number is AR-27207.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That was back in [PII].
[AGENT][NEUTRAL] And what's the name on the policy?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Rent Pro.
[CUSTOMER][NEUTRAL] Let's see if it's got anything other than Her, I might be [PII].
[AGENT][NEUTRAL] Mhm. OK. And do you mind verifying your date of birth and address for me, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] OK. And can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I think [PII] has, has some information for me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] I'm, I'm reading her notes.
[AGENT][NEUTRAL] OK, she stated that you are needing beneficiary change forms to change the beneficiary, and she was wanting to know if you were wanting it mailed or emailed.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, I don't know, I don't do emails. So just mail it to me and I'll fill it out and send it back in.
[AGENT][NEUTRAL] OK, that's, that's fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I hope there's no, no time, no urgent on it.
[AGENT][NEUTRAL] Right. OK, and
[AGENT][NEUTRAL] Was there any other questions that you had on the policy or?
[CUSTOMER][POSITIVE] That, that's, that's all I needed to know and uh I think I'll take care of it.
[AGENT][NEUTRAL] OK. Well, I will get those out in the mail to you. Um.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Thank you for uh calling APL and you have a great day.
[CUSTOMER][POSITIVE] Thank you and have a great day.
[AGENT][POSITIVE] All right, thank you. Goodbye.
[CUSTOMER][NEUTRAL] Mhm. Bye.