AccountId: 011433970860
ContactId: 8da1d695-5ed1-445e-8eae-7f2477a9f4d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 486019 ms
Total Talk Time (AGENT): 158943 ms
Total Talk Time (CUSTOMER): 83105 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/8da1d695-5ed1-445e-8eae-7f2477a9f4d2_20250203T18:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], uh.
[CUSTOMER][NEUTRAL] A couple of weeks ago, I spend in
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Uh, copy of my uh policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And it said it said it would put it in the mail, but I haven't received it yet.
[AGENT][NEUTRAL] OK, [PII], let's take a look. Do you have the policy number?
[CUSTOMER][NEUTRAL] 0040.
[CUSTOMER][NEUTRAL] 15
[CUSTOMER][NEUTRAL] 49.
[AGENT][NEUTRAL] And you said it was a couple of weeks ago you spoke to somebody about sending one out?
[CUSTOMER][NEUTRAL] Yeah, send me a copy of my policy, you know, I don't have a policy.
[CUSTOMER][NEUTRAL] I don't know who I talked to, but it was.
[CUSTOMER][NEUTRAL] It might have been a couple of weeks ago. It might have been not that long.
[AGENT][NEUTRAL] OK, yeah, Mr. [PII], we can definitely take a look. Can I just verify uh your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And just to confirm, sir, that policy number was 041549?
[CUSTOMER][NEUTRAL] 004.
[CUSTOMER][NEUTRAL] 01549.
[AGENT][NEUTRAL] Sorry about that. I was missing a 0. I apologize.
[AGENT][NEUTRAL] And then just to confirm the address that we have on file is still correct at [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, so let me just see what I can find on that being sent out here.
[AGENT][NEUTRAL] Yeah, I see where.
[AGENT][NEUTRAL] Let me check and see what's been sent out here.
[AGENT][NEUTRAL] Did you ever get the um form in the mail for the beneficiary change or any of that?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I received that.
[AGENT][NEUTRAL] You did get that, OK, because I see that was sent out.
[CUSTOMER][NEUTRAL] What.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, I apologize for that, um, that it wasn't sent because I do see that they sent you that form that you had requested, but they didn't, it doesn't look like I've seen the certificate request.
[AGENT][NEUTRAL] Um, I can put in another request and I can also email it. Uh, email would obviously get to you much quicker you'd have it today if you had an email address where you could receive it.
[CUSTOMER][NEUTRAL] My email address
[AGENT][NEUTRAL] So I can put in like I said another request to have it mailed. Do you have an email that you want me to send it to or?
[CUSTOMER][NEUTRAL] Yes, I have an email.
[AGENT][POSITIVE] If you wanna go ahead and give that to me, sir, I'm happy to send it to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] They saw
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So let me copy this back to you. I had [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's right.
[AGENT][POSITIVE] Great. All right. So,
[CUSTOMER][NEUTRAL] All of them small letters there.
[AGENT][NEUTRAL] Yes sir, alright, I am emailing this to you now so it should be in the email within the next 5 minutes, um, but I will send another request to have it mailed.
[CUSTOMER][NEUTRAL] The, the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You, you, you can send me an email.
[CUSTOMER][NEUTRAL] Oh what?
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] I said what you gonna send me an email though.
[AGENT][NEUTRAL] The policy
[CUSTOMER][NEUTRAL] OK, but you're not gonna send me a policy in the mail?
[AGENT][NEUTRAL] Yes, sir. I'm put in a request to have it sent again since it wasn't sent the first time.
[CUSTOMER][NEUTRAL] Yeah, I want, I want, I want them in copies.
[CUSTOMER][NEGATIVE] But I will, uh, I, I will look at my email and see what it is because I don't even know what the beneficiary error on it is.
[AGENT][NEUTRAL] Yes, abs
[AGENT][POSITIVE] Yeah absolutely so I'll email it to you to get it to you sooner but I'm I've put in a request to have it mailed out to you again as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Is there anything else Mr. [PII], I can help with today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] No, that's all I need today.
[AGENT][POSITIVE] Alright sounds good thank you for calling APL have a blessed day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.