AccountId: 011433970860
ContactId: ac27c30e-c21b-41b9-9504-01e7963b2cb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405459 ms
Total Talk Time (AGENT): 58668 ms
Total Talk Time (CUSTOMER): 122577 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/ac27c30e-c21b-41b9-9504-01e7963b2cb0_20250530T13:40_UTC.wav
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[AGENT][POSITIVE] Thank you for calling customer service. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII]. I called a while back or a couple of times, um, regarding my insurance, the information that y'all needed. I was recently with a company and um.
[CUSTOMER][NEGATIVE] I left them and they told me I could take over my policy and they I sent them the money or the check they sent it back so I'm not sure and nobody's ever reached out to me to let me know what was going on.
[AGENT][NEUTRAL] All right, Ms. [PII]. So, you're just calling in.
[CUSTOMER][NEUTRAL] So I'm trying to see.
[CUSTOMER][NEUTRAL] Yeah, I'm trying to see if this if y'all gonna let me, you know, pick up my policy or what's going on with it?
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] OK, so you sent the check to your, uh, former employer and they sent it back or you sent the check to us?
[CUSTOMER][NEUTRAL] No to y'all to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You sent me the information to fill out because I had to switch so I filled all that out with a blank, you know, the check and I filled it out for the amount that um they were gonna withdraw every month and then.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] They sent it back and so I called them and I emailed the again the application for them to pick up.
[CUSTOMER][NEUTRAL] Um, and I'm still not, this was on the [PII] and I've not heard any this is [PII], and then I well I'm sorry, then the [PII], so I'm just trying to find out if it's what's going on with it. Do I need to, you know.
[AGENT][POSITIVE] Alright, Ms. [PII], I'll be happy to take a look at all that for you just in case we get disconnected today, what's a good phone number I can call you back at?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And do you have a policy number?
[CUSTOMER][NEUTRAL] Um, the one I have is 02598874.
[AGENT][NEUTRAL] All right. uh 02598874.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, give me just a moment, let me get that pulled up.
[AGENT][NEUTRAL] Alright, Ms. [PII], I was able to locate your policy. I just need to verify some information, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And you already gave me your phone number, so the last thing I need is your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you so much, Ms. [PII] for verifying all that information for me. Do you mind if I place you on a brief hold so I can look over your policy and see what's going on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.