AccountId: 011433970860
ContactId: a6627f4c-974b-4c6c-aedc-ea4a69398e28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272440 ms
Total Talk Time (AGENT): 123512 ms
Total Talk Time (CUSTOMER): 110304 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/a6627f4c-974b-4c6c-aedc-ea4a69398e28_20250221T16:09_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, this is uh [PII]. I was calling for, um, coverage, uh, for me, um, with my husband, um, insurance, um.
[CUSTOMER][NEUTRAL] Jump to uh.
[CUSTOMER][NEUTRAL] Get insurance.
[AGENT][NEUTRAL] All right. And.
[CUSTOMER][NEUTRAL] I don't, I don't even know his name. I mean the company name. I just got added back on like the last.
[CUSTOMER][NEGATIVE] Uh, December because they made a mistake and took me off.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you happen to have the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, hold on just a second.
[AGENT][NEUTRAL] Let's see, are you in [PII] in Pickens?
[CUSTOMER][NEUTRAL] Yes, I'm in, yes, ticket [PII], yes.
[AGENT][POSITIVE] I got you.
[AGENT][NEUTRAL] Yes, ma'am. And Miss [PII], what is your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I have, what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I do have your policy pulled up, but you don't have to provide that policy number.
[AGENT][NEUTRAL] Let's see, and I do show you are active on the policy.
[AGENT][NEUTRAL] Do you have a copy of your card?
[CUSTOMER][NEUTRAL] No, ma'am, I do not.
[AGENT][NEUTRAL] OK. I do have.
[AGENT][NEUTRAL] An email on file. Can you verify your Yahoo email address?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] I can email you a copy of your card if you would like.
[CUSTOMER][POSITIVE] That would be great and also the coverage, what does it cover? Can you email me that also?
[AGENT][NEUTRAL] I can I can email you a copy of your policy.
[CUSTOMER][POSITIVE] OK, that would be wonderful.
[AGENT][NEUTRAL] And well also we have a portal if you ever want to create that login and password.
[AGENT][NEUTRAL] Um, you would have to use your husband's information.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] But that is available.
[CUSTOMER][NEUTRAL] Uh, well, yeah, I.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah, um, I would tell him, no, I'm, I'm sorry for cutting you off, um, yeah, I'm gonna tell him to, um, do the log in. I, I don't know he.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][MIXED] He's not good with keeping passwords and everything, but definitely I would tell him that he has a million passwords.
[AGENT][NEUTRAL] I won't tell, it's our secret.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, I try to just keep one password and, and just, but, you know, I.
[AGENT][NEUTRAL] That, that'll be our.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Guys are they using me.
[AGENT][NEUTRAL] Now on this um card it's gonna say employee and spouse, it'll be in his name.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just to let you know.
[CUSTOMER][NEUTRAL] Yeah, they're gonna call and verify everything.
[AGENT][NEUTRAL] Yeah, good. You want me to give you that policy number to write down?
[CUSTOMER][NEUTRAL] Um, sure, yes.
[AGENT][NEUTRAL] Just tell me when you're ready.
[CUSTOMER][POSITIVE] I am ready.
[AGENT][NEUTRAL] Your policy number is 236.
[AGENT][NEUTRAL] 36
[CUSTOMER][NEUTRAL] 23.
[AGENT][NEUTRAL] 13.
[CUSTOMER][NEUTRAL] 36
[CUSTOMER][NEUTRAL] 13, so that's 2363613.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And I am fixing to.
[CUSTOMER][NEUTRAL] At the information.
[AGENT][NEUTRAL] Yeah, fixing the email, make sure you've got that.
[AGENT][NEUTRAL] Correct policy, including you.
[AGENT][NEUTRAL] Employee and spouse.
[AGENT][NEUTRAL] Alright, and I'm gonna email it to that address on file by uh.
[CUSTOMER][POSITIVE] Thank you. Thank you so much.
[AGENT][POSITIVE] [PII]. My pleasure. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Well, thank you for calling Ms. [PII]. It's been a pleasure to assist you and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] You too and have a wonderful week.
[AGENT][POSITIVE] Uh, you too, Ms. [PII]. Thank you for calling APL.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.