AccountId: 011433970860
ContactId: b0906017-76b9-43ea-baed-e0368e29a6a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274329 ms
Total Talk Time (AGENT): 116213 ms
Total Talk Time (CUSTOMER): 89944 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/b0906017-76b9-43ea-baed-e0368e29a6a5_20250501T16:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. I was trying to uh.
[CUSTOMER][NEUTRAL] File a claim online or make make me an account online rather than having issues I and I I guess I should really find out if I still have the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That the policy.
[AGENT][NEUTRAL] OK, I can help you with um with the claim and checking to see if you have a policy and then also helping with online service center if you need help with that. Let me get your name please and your callback number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And callback numbers.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And then what is your policy number, sir?
[CUSTOMER][NEUTRAL] Uh, I don't know.
[CUSTOMER][NEUTRAL] My wife keeps up with all that stuff. Uh.
[AGENT][NEUTRAL] OK. That's OK. I can look it up.
[AGENT][NEUTRAL] Yes sir, I can look it up with your social if you'll give me your social.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me check it real quick.
[AGENT][NEUTRAL] OK, [PII], I'll need for you to verify your policy for me. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then I'm also going to need for you to verify your address and phone number and email address for me sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, phone number [PII].
[CUSTOMER][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The address which I just recently moved so the address is probably gonna be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It looks like I have one in [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh yeah, well, I guess it's changed then, yeah.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] That's, that's it. It's a [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Is that the one that is [PII], uh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes, that's it. Thank you so much for verifying that for me, sir. OK, so looking at your policies, I do show that they did lapse on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] Uh, so I don't have that policy anymore.
[AGENT][NEUTRAL] Right, it's no longer active, but you can still file claims.
[AGENT][NEUTRAL] Uh, on your accident policy from [PII].
[AGENT][NEUTRAL] To [PII], you just can't do it through the online service center because once the policy is no longer active, you can't use the online service center so you would either have to uh fax your claim in or mail your claim in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like the fax number and the mailing address or do you have those?
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I have those.
[AGENT][POSITIVE] OK, good, good deal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else? Yes, sir.
[CUSTOMER][NEUTRAL] Well, that's what I needed to know.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Anything else that I can help you? OK. Well, you have a wonderful day, Mr. [PII], and we thank you for calling APL.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. Bye-bye.
[AGENT][NEUTRAL] All right bye bye sir.