AccountId: 011433970860
ContactId: 98741b8b-f985-4f41-951d-6ccdcb5c71a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 399399 ms
Total Talk Time (AGENT): 193997 ms
Total Talk Time (CUSTOMER): 190554 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/98741b8b-f985-4f41-951d-6ccdcb5c71a8_20250520T17:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], is this uh uh
[CUSTOMER][NEUTRAL] Uh, uh, American, uh, public life insurance.
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] OK, my name is [PII] in [PII], and I was calling. I had called here a while back to get a policy. Is there any way you can, can you send me one please, ma'am? I've been moving and I lost, I've been moving and I lost mine.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], so.
[AGENT][NEUTRAL] OK. So you're needing us to mail you another copy of your policy. Is that right, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK, yes ma'am, I can help you with this, and Miss [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Also
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you know your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Baby, no, I don't.
[AGENT][NEUTRAL] OK, what is your social security is the policy in your name, Ms. [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, it's in my name, [PII].
[AGENT][NEUTRAL] Yeah, [PII], is that correct? I'm so sorry. Is there something in the background that's making it a little bit hard for me to hear you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, probably my TV. I had it up. Hold on just a second. Let me find my remote. Oh Jesus. Hold on, baby. I'm sorry. I had to to this to this. Oh Jesus.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK. You're fine.
[CUSTOMER][NEUTRAL] I'm so sorry baby. I don't use to have it up this loud, Jesus.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, OK, now, is that better?
[AGENT][POSITIVE] Yes, ma'am. That is much better. Thank you. OK, so you said it.
[CUSTOMER][POSITIVE] OK. Oh, you so welcome me.
[AGENT][NEUTRAL] And you said your first name is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right, thank you. And what is your full social, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, thank you. Let me see if I can locate your policy information with that number. One moment.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, and so Ms. [PII], I will have to verify several things with you first for security. So first off, if you can please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you, also your home mailing address?
[CUSTOMER][NEUTRAL] OK, my home address now is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the city and zip code?
[CUSTOMER][NEUTRAL] My fruit
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what city is that in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. And then the phone number that we have on file for you, Ms. [PII], it is different than the one you gave me. What's another phone number that we would have had on file for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, Jesus.
[CUSTOMER][NEUTRAL] Oh Lord, it's an old number, baby. I'm [PII] old. I can't remember it.
[AGENT][NEUTRAL] That's fine. So I, I'll remove that. We verified your full social, so I'll update it. And the phone number that we should have now, is it the [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And then I see that we don't have an email on file for you, Ms. [PII]. Do you use the internet very much or do you even have an email address?
[CUSTOMER][NEGATIVE] No, no, I don't have it, baby. I, I can't, I'm not used to using all of that stuff and I just avoid it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I understand. I just wanted to ask, so I just, I added in that you don't have email, so that.
[CUSTOMER][NEUTRAL] I honestly.
[CUSTOMER][NEUTRAL] Yes, I, I do.
[CUSTOMER][NEUTRAL] OK, I have pets.
[AGENT][NEUTRAL] And that's fine. We don't have to have an email, but I just, instead of having it left blank on the screen, I just put no email on there, so you won't have to do that, verify that. So I will be happy to request a copy of your policy be mailed to you, Ms. [PII], and it does take about 10 business days for that to be received.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, baby.
[AGENT][NEUTRAL] But I can give you your policy number if you would like to write that down so that you'll just have that in the meantime.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll put it right here. OK.
[AGENT][NEUTRAL] All right. So this policy number is 511.
[AGENT][NEUTRAL] 083.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 083.
[AGENT][NEUTRAL] Yes, ma'am. 511083.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And she's cute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number. OK, I got that down.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I'll send that request to have your policy mailed to you. Is there anything else that I could help you with today?
[CUSTOMER][NEUTRAL] No, no, ma'am. That, that'll be all for today.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][POSITIVE] And, and, and I appreciate and I appreciate your personality, keep it, keep the personality you got, OK? Beautiful.
[AGENT][NEUTRAL] Oh, will you?
[AGENT][POSITIVE] Oh, that's sweet. Well, thank you so much, Ms. [PII]. That's very kind of you to say. So, I enjoyed speaking with you today and thank you for calling APL. I hope you have a very nice rest of your day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am, it is.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK. Have a blessed week and the rest of the month. Happy holiday.
[AGENT][POSITIVE] Yes, ma'am. You too, Ms. [PII]. You too. Thank you.
[CUSTOMER][NEUTRAL] OK. OK. OK. OK. All right. Bye-bye.
[AGENT][NEUTRAL] All right. Bye-bye.
[CUSTOMER][POSITIVE] Mhm. Be kind to those who are kind to you.