AccountId: 011433970860
ContactId: 932db931-7fa4-4a14-afdf-ff6a62f3f451
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123980 ms
Total Talk Time (AGENT): 50688 ms
Total Talk Time (CUSTOMER): 49802 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/932db931-7fa4-4a14-afdf-ff6a62f3f451_20250114T20:58_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, how you doing? My name is [PII]. Uh, I just wanna double check and make sure that my son is on my APL, uh, insurance as well.
[AGENT][POSITIVE] OK, sure, I can assist you with that. Um, let me have a callback number just in case we get disconnected with [PII].
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Do you have the policy number for me?
[CUSTOMER][NEUTRAL] Yes, I do. It's 01753830.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, may I have the date of birth, mailing address and email address on file for verification.
[CUSTOMER][NEUTRAL] Of mine or my son's?
[AGENT][POSITIVE] For you, for you, I'm sorry.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you want what else? I'm sorry?
[AGENT][NEUTRAL] Mailing address and email address on file.
[CUSTOMER][NEUTRAL] OK, so I'm not sure if it's [PII] or if it's [PII].
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] OK, it's gonna be your work, so it's the last one.
[AGENT][NEUTRAL] And what's the address that you have on the file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It should be [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It is still showing as an individual policy.
[CUSTOMER][NEUTRAL] Oh it's showing as an individual?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, so it will be just me. OK, OK, OK, no problem. Thank, thank you so much. I appreciate it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're welcome is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APO. Have a good afternoon, you.
[CUSTOMER][NEUTRAL] You too bye.