AccountId: 011433970860
ContactId: ac40bb76-51fd-463e-a851-2251f7b16ea1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300000 ms
Total Talk Time (AGENT): 99381 ms
Total Talk Time (CUSTOMER): 103541 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/ac40bb76-51fd-463e-a851-2251f7b16ea1_20250505T21:06_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is Memory and customer service. How may I help you?
[CUSTOMER][NEUTRAL] Um, my name is [PII]. I was trying to get the policy number.
[CUSTOMER][NEUTRAL] 00 yeah my policy number.
[AGENT][NEUTRAL] Alright, Ms. [PII], you need your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, I'd be happy to help you with that today.
[CUSTOMER][NEUTRAL] And, and if it
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Is it possible I can, is it possible I get to uh
[CUSTOMER][NEUTRAL] Name of the public policy.
[AGENT][NEUTRAL] Is it possible you can get what?
[CUSTOMER][NEUTRAL] The name of the pilot. My son is on the phone and he's gonna check with you.
[AGENT][NEUTRAL] Uh, you need to know like what kind of the policy it is. Oh, I'm sorry. Hi.
[CUSTOMER][NEUTRAL] Uh yes ma'am, which we're trying to get.
[CUSTOMER][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK. And what's your name?
[CUSTOMER][POSITIVE] Yes ma'am, how you doing?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] All right, Mr. [PII], thank you so much. Um, let me see.
[AGENT][NEUTRAL] If you don't have the policy number, I'm gonna need her social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, give me just a moment. I'm gonna pull it up that way. It just takes a little bit longer for that, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] All right. I was able to locate a policy. I just need to verify some information from you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And your current address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Put it out there. Uh, it, it should be [PII].
[AGENT][NEUTRAL] OK, and the zip code?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and just.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] OK, and just in case we get disconnected today, what's a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and we don't have a phone number on the account is that a good number to reach you any time?
[CUSTOMER][NEUTRAL] Uh, no, let me, let's give her, um, [PII]'s number for now, mom.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and who, whose number is that?
[CUSTOMER][NEUTRAL] That's not another son. This cameras.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, so I've got your policy number right here. Let's see, are you ready for that number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right. It is 000.
[AGENT][NEUTRAL] 85
[AGENT][NEUTRAL] 412.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 416
[AGENT][NEUTRAL] 412.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So 00085412.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And can you tell us what type of policy that is?
[AGENT][POSITIVE] Yes, sir. This is a guaranteed renewable cancer policy.
[CUSTOMER][NEGATIVE] Oh, can't mhm.
[CUSTOMER][NEUTRAL] OK, well,
[CUSTOMER][POSITIVE] Thank you. I think that's what we needed.
[AGENT][POSITIVE] No problem. Was was that all I could do for y'all today?
[CUSTOMER][POSITIVE] Yes, ma'am. Thank you so much.
[AGENT][POSITIVE] All right, well thank you all so much for calling APL and for choosing APL. I hope y'all have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Thank you thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.