AccountId: 011433970860
ContactId: aaedc62d-fb1c-48d2-b3b5-ce39bab416b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190639 ms
Total Talk Time (AGENT): 81951 ms
Total Talk Time (CUSTOMER): 69366 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/aaedc62d-fb1c-48d2-b3b5-ce39bab416b0_20250306T15:52_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just called in. I see I got disconnected. I'm just trying to get um my qualified health coverage letter for me, my wife, and my son for my auto insurance, like the PIP thing.
[AGENT][NEUTRAL] Oh yes. OK, sorry about that. Yeah, I'm not sure what happened. OK.
[CUSTOMER][NEGATIVE] That's OK. I got so silent for so long and I was like, maybe she said she'll put me on hold and I'm just not hearing her. And then it, it just went, it went on for too long. I was like, I gotta hang up and call back in. This there's nothing happening right now.
[AGENT][NEUTRAL] No, I don't know what happened.
[AGENT][POSITIVE] I'm so sorry about that, um, and it was [PII], right?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, um, before that happens again, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] 577-8806.
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I don't. Is there any other way you can look me up?
[AGENT][NEUTRAL] Um, OK.
[AGENT][POSITIVE] Yes, I can start choosing your social.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you believe I found you just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. uh, looks like it is an AOL account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK perfect thank you so much for verifying that information [PII]. OK, so this policy is handled through uh universal trucking so they would be the ones to be able to give you that information. um, give me just a moment I'll get that phone number for you and then I can transfer you if you'd like.
[CUSTOMER][NEUTRAL] OK, yeah, I've been bounced around so many places it's not your fault either. I'm just trying to get this letter from my insurance. I, I know it's not your, yeah, give me the, uh, you can transfer the numbers. I'll take the number when you're ready.
[AGENT][POSITIVE] I'm so sorry. I know, I understand.
[AGENT][NEUTRAL] Yes, um, just in case, so it is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, beautiful.
[AGENT][NEUTRAL] Alrighty, did you want me to go ahead and transfer you?
[CUSTOMER][POSITIVE] Yes, please. Thank you so much.
[AGENT][POSITIVE] Alrighty, of course I'm just gonna put you on hold while I get them on the line. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.