AccountId: 011433970860
ContactId: a507d83e-a4a6-421a-9430-22d0f49c3922
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220919 ms
Total Talk Time (AGENT): 79477 ms
Total Talk Time (CUSTOMER): 76636 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/a507d83e-a4a6-421a-9430-22d0f49c3922_20250203T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, yeah, I'm hoping you can help me out. I recently got insurance um through a broker uh with you guys, and I am um rather concerned about the insurance and, um, what I was sold. So, um, I, I need some answers. I'm hoping you can help me out.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. I can help you with your policy. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. Last name [PII], [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is your policy number?
[CUSTOMER][NEUTRAL] OK, I'm looking for it, uh, hold on.
[CUSTOMER][NEUTRAL] I have so many things to open right now, um.
[CUSTOMER][NEUTRAL] Is that my member ID?
[AGENT][NEUTRAL] Uh, we can try that number, yes, ma'am.
[CUSTOMER][NEUTRAL] For the group ID?
[AGENT][NEUTRAL] The group ID is gonna be different.
[CUSTOMER][NEUTRAL] OK, the member ID.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, I've got both. Do you, do you, which one do you need?
[AGENT][NEUTRAL] Let's try the member ID number first.
[CUSTOMER][NEUTRAL] 683-607-724
[AGENT][NEUTRAL] OK, that's not pulling in for me, um.
[AGENT][NEUTRAL] Let it, OK, let's try the group now.
[CUSTOMER][NEUTRAL] Uh, G as in George, 12, I think it's 1, it's either 1 or an I it looks like a 1, 203273.
[AGENT][NEUTRAL] OK, that is not one of our group numbers. Are you, um, meaning to call American Public Life?
[CUSTOMER][NEUTRAL] Well, that's the, that's the backup information that they sent me. So yeah, I was thinking I was.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Yes, that's not one of our group numbers and the policy number is too long to be ours too. Now there's another way I can look it up too if you can spell your last name for me, I could try to search by your name.
[CUSTOMER][NEUTRAL] Of course. Last name [PII]
[AGENT][NEUTRAL] OK, and you spell your first name [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes ma'am. OK, let me see if I can find it by your name.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] Um, what state do you live in?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] OK, I am not finding an active policy for [PII] in [PII] on my in my computer at all.
[CUSTOMER][NEUTRAL] At all. OK.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][POSITIVE] All right, that answers my question and thank you so very much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a blessed day and thanks for calling APL.
[CUSTOMER][POSITIVE] I appreciate you checking for me.
[CUSTOMER][POSITIVE] Thank you.