AccountId: 011433970860
ContactId: a6afd97a-3a11-4cd2-b22e-4bb1de7384e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237429 ms
Total Talk Time (AGENT): 82393 ms
Total Talk Time (CUSTOMER): 96697 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/a6afd97a-3a11-4cd2-b22e-4bb1de7384e2_20250123T22:27_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hey, um,
[CUSTOMER][NEUTRAL] My name is [PII]. I, I got a
[CUSTOMER][NEUTRAL] American Public Life uh insurance card in the mail, but I'm not entirely sure why.
[CUSTOMER][NEUTRAL] I guess.
[AGENT][POSITIVE] OK, yeah, I'd love to help you out with that. And um do you have the policy number on that card? I can pull it up and take a look?
[CUSTOMER][NEUTRAL] Yeah, it's 0258.
[AGENT][NEUTRAL] 0258.
[CUSTOMER][NEUTRAL] 19
[CUSTOMER][NEUTRAL] 02581986
[AGENT][POSITIVE] 1986 OK perfect give me just one second I'll start pulling that up for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], would you just be able to verify for me please your last name and your date of birth?
[CUSTOMER][NEUTRAL] Uh yeah, my last name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you so much and I do just need to verify some other information with you super quick and I can give you all the information you need about your policy, OK?
[AGENT][NEUTRAL] Um, if you could verify with me just your mailing address and your email address.
[CUSTOMER][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][POSITIVE] Perfect and then that email it looks like the one I have is your professional.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] Hm, it looks like it's [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So, here's, here's my problem.
[CUSTOMER][NEUTRAL] I don't know anything about this, but I wonder if it could be from my dad. But does that birthday match up?
[CUSTOMER][NEUTRAL] I don't know if that helps, but if it's not, you know, that birthday I gave you, then it would probably be his, but.
[AGENT][NEUTRAL] No, it's not.
[CUSTOMER][NEUTRAL] Um, is it [PII]?
[AGENT][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, that, that, well that would be wrong, um.
[AGENT][NEUTRAL] That's still wrong? OK.
[CUSTOMER][NEUTRAL] Yes, that would be wrong.
[AGENT][NEUTRAL] Holy smokes, OK, so.
[AGENT][NEUTRAL] Do you guys share a name, you and him, you and your dad?
[CUSTOMER][NEUTRAL] We, yeah, we, yeah, we have the, I'm the, I'm the 3rd.
[AGENT][POSITIVE] Oh goodness, OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I asked him, I asked him about this, but he didn't know either. Um, so I worked for the school and that's why I was a little confused and he was like, I don't know.
[AGENT][NEUTRAL] I'm still, I don't even know how I looked at the date of birth when you said it, and I don't know how I didn't see that they weren't the same.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] But yeah, I, this is definitely for your father.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, I, um.
[CUSTOMER][NEUTRAL] I don't know, um, is that email address like at [PII], anything like that? I don't know if you're allowed to tell me that. Is it, is it, is it something like that?
[AGENT][NEUTRAL] Yeah, yeah, yeah, yeah, that's it.
[AGENT][NEUTRAL] Yeah, something like that. It's really close.
[CUSTOMER][POSITIVE] Alright, I'm gonna make him call you guys and he can figure it out.
[AGENT][POSITIVE] OK, perfect. Hey, I really appreciate your time though, [PII], and I hope you have an excellent evening and a fabulous weekend.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Alright, I appreciate you thank you so much.
[AGENT][POSITIVE] Take care bye bye.
[CUSTOMER][NEUTRAL] Bye bye.