AccountId: 011433970860
ContactId: a9b0bdd5-0810-4a0c-9237-9bd2a2379026
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231029 ms
Total Talk Time (AGENT): 64893 ms
Total Talk Time (CUSTOMER): 117964 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/a9b0bdd5-0810-4a0c-9237-9bd2a2379026_20250528T18:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] even know.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I took out a cancel policy with [PII] several years ago. Uh, I worked for Fort Worth ISD and over a year I have been trying to get in touch with her. So is there anyone that I can talk to about my policy because I'm getting ready to retire on [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. I can help you with that. Um, do you know your policy number?
[CUSTOMER][NEUTRAL] Uh, you know what, I sure don't. I can give you my date of birth, my Social Security, the other thing, but I just don't know it offhand.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] That's OK. What's your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Hm, I didn't get anything with that. Um, you said [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And your last name? Maybe I can look at that one.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[AGENT][NEUTRAL] And can I get a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh huh, it's, uh, you can reach me at my work number which is [PII].
[CUSTOMER][NEUTRAL] Or my cell number which is [PII].
[AGENT][NEUTRAL] OK. Thank you, Ms. [PII]. Let's see if I can.
[AGENT][NEUTRAL] I'm still trying to find the policy so.
[AGENT][NEUTRAL] And you said you were with Fort Worth ISD?
[CUSTOMER][NEUTRAL] Yes ma'am, and then the rep that signed me up was back in, oh my God, it had to be Lord, when did I get back here? [PII].
[CUSTOMER][NEUTRAL] So somewhere around there and her name was [PII] and I just know fifty-fifty is withdrawn out of my account every month, but I need to talk to someone about this policy.
[AGENT][NEUTRAL] OK, no
[AGENT][NEUTRAL] OK. Could it have a different last name, you think, or?
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] Do you all have a representative by the name of [PII]?
[AGENT][NEUTRAL] Uh, we've got so many.
[AGENT][NEUTRAL] That I don't, I don't know there. Yeah.
[CUSTOMER][NEUTRAL] So many, yeah, cause she came to the school, yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, I wonder if I have it through someone else, but I don't think I do. I think it's with you all.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Yeah, I don't have anything.
[AGENT][NEUTRAL] By the name or the social.
[CUSTOMER][NEUTRAL] OK, well, maybe I have it with someone else. Let me, let me try. Uh, I guess I have to just look for my paperwork when I get home.
[AGENT][NEUTRAL] OK. All right. Well.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] All right, and you have a wonderful day, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Goodbye.