AccountId: 011433970860
ContactId: b36dc2d5-0b8e-491b-9839-c8f281947606
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 521669 ms
Total Talk Time (AGENT): 138441 ms
Total Talk Time (CUSTOMER): 89288 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/b36dc2d5-0b8e-491b-9839-c8f281947606_20250114T14:24_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, how you doing? My name is [PII].
[AGENT][POSITIVE] I'm good, thank you.
[AGENT][NEUTRAL] This is
[CUSTOMER][NEGATIVE] Yeah, I wanna know why I haven't received my insurance papers for my life insurance.
[AGENT][NEUTRAL] OK, I can check and see, Mr. [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you happen to have the policy number, Mr. [PII]?
[CUSTOMER][NEGATIVE] Uh, no, I don't have the policy number. They haven't gave me anything.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And I
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] How long ago did you get the policy? Was it a long time ago?
[CUSTOMER][NEUTRAL] Oh, a couple months ago, about 5 months ago.
[AGENT][NEUTRAL] 5 months ago. OK, no worries.
[AGENT][NEUTRAL] And let me have this
[CUSTOMER][NEUTRAL] And it was, it was
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Sorry, may I have the spelling of your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the spelling of your first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Avenue
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, what about an old address just in case, because, um, I'm searching by the address.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, my old address is [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, um, but you, you should, it should not be no old address on file.
[AGENT][NEUTRAL] OK. I'm just trying to locate you and see um.
[AGENT][NEUTRAL] Just in case I don't.
[CUSTOMER][NEUTRAL] Uh, was it, uh, old address was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me see if I can find that one.
[AGENT][NEUTRAL] I'm still trying to locate your account, OK?
[AGENT][NEUTRAL] OK, I think I found you.
[AGENT][NEUTRAL] Let me try this.
[AGENT][NEUTRAL] May I have your date of birth for security?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the email address on file, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. OK, I found your policy. We do have the address correct, which is the [PII]. All right. So let me see when we send the paperwork for this.
[AGENT][NEUTRAL] OK, so it went out on [PII] because it hasn't changed since you got it, um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] I never received it.
[AGENT][NEUTRAL] OK, you have not received it. OK, let me go ahead and send another request for that to go out to you, OK? One moment.
[AGENT][NEUTRAL] Do you mind holding for me while I send this request into customer service?
[CUSTOMER][NEUTRAL] Say what?
[AGENT][NEUTRAL] Do you mind holding for me? I'm gonna go ahead and send the request into customer service OK? thank you one moment.
[CUSTOMER][NEUTRAL] Oh yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] And being patient for Mr. [PII]. Yeah, I went ahead and send the request over and the documents should be there within 5 to 7 business days. It will go out in regular mail. Um, if you need to get the information a little bit quicker, you can always go to our website at [PII] and register and you'll be able to see the information right away if you need it right away, OK?
[CUSTOMER][NEUTRAL] OK, what's the website?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, that's it.
[AGENT][POSITIVE] OK, thank you for calling ATL. Have a good day, Mr. [PII].
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][POSITIVE] You're welcome.