AccountId: 011433970860
ContactId: a71ab241-8aae-4ed1-92ee-0a848f7ea31d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171929 ms
Total Talk Time (AGENT): 64568 ms
Total Talk Time (CUSTOMER): 44543 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/a71ab241-8aae-4ed1-92ee-0a848f7ea31d_20250507T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes [PII], I'm calling to make sure that my APR thing is active.
[AGENT][NEUTRAL] OK, yeah, I can check to see if your policy is still active.
[CUSTOMER][NEUTRAL] I was having a problem with it. I was making sure that.
[AGENT][NEUTRAL] Sure, um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then I, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] With the copy?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] You ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You ready?
[CUSTOMER][NEUTRAL] 0165.
[CUSTOMER][NEUTRAL] 9336 ML 8.
[AGENT][NEUTRAL] Alright thank you and I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] [PII]. [PII].
[AGENT][POSITIVE] Perfect all right thank you so much for verifying all of that information.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] OK, so to clear up any confusion, the policy number that you gave me, [PII] was an older one. I did find a policy that you have that is currently active. Whenever you're ready I can give you that policy number.
[CUSTOMER][NEUTRAL] Um, go ahead.
[AGENT][NEUTRAL] OK, that is 02.
[CUSTOMER][POSITIVE] Thank
[AGENT][NEUTRAL] 62
[AGENT][NEUTRAL] 1843.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Was there anything else?
[CUSTOMER][NEUTRAL] Is there any way that I can have you guys, yes, is there any way I can have you guys mail me out two new cards?
[AGENT][POSITIVE] Absolutely you should be getting new cards here pretty soon actually.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] All right. You are very welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.