AccountId: 011433970860
ContactId: ba81293e-5383-4fde-8dc2-2e946359c78a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487299 ms
Total Talk Time (AGENT): 175055 ms
Total Talk Time (CUSTOMER): 142175 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/ba81293e-5383-4fde-8dc2-2e946359c78a_20250131T20:30_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, ma'am. How are you doing today? My name is [PII]. How are you?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] I'm good, thank you. How about you, Mr. [PII]?
[CUSTOMER][POSITIVE] Doing wonderful. Hi ma'am, I am, um.
[CUSTOMER][NEUTRAL] Y'all mailed me the, um, I'm trying to change my beneficiaries on my insurance policy.
[CUSTOMER][NEUTRAL] Y'all mailed me the form and I was filling it out and it's asking me the account number. I don't know the account number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, I can get that for you, Mr. [PII]. All right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, thank you. Alright, so let me do a name search one moment.
[AGENT][NEUTRAL] And may I have your address, Mr. [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK, I think I found you. All right. Um, may I have your date of birth, mailing address, um, I got the mailing address, your date of birth, and your email address for verification.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII]. My email is [PII]. And if you want, you can email me that account number like that if you want.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK. Um, I can send, I can email just the account number, but I can send you the policy information with the account number.
[CUSTOMER][POSITIVE] OK perfect and then I'll fill this form out then I'm gonna mail it back to y'all.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yes, um.
[AGENT][NEUTRAL] Yeah, you can send it by email as well, but it has to go to the care team, which is where you're gonna receive this from, OK? So let me go ahead and send this out to you. You're welcome. All right.
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Where are you out of?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, you're not too far from us.
[AGENT][NEUTRAL] No, we're not.
[CUSTOMER][NEUTRAL] Yeah, you're not too far. Is, is the weather pretty nice over there today?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Today it is. Uh, um, it's a little bit windy and it's been raining since last night, but it's not as cold, so it's pretty nice. But it's not cold, it's nice.
[CUSTOMER][NEUTRAL] OK, yeah, the rain, the, the rain came through us yesterday. I live down by, by the [PII] area and uh yeah, it's like 74 degrees out here now. I love it, that cold weather I hate, oh my gosh.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] Mhm. Yeah, it was terrible.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] And I hear we have another Arctic truck coming down next week or the week after.
[AGENT][NEUTRAL] Yeah, I think it's gonna be the week after, if I'm not mistaken, but yes, because it's gonna be a little bit hot this week. Uh-huh, this coming week, I think it's gonna be a little bit high. So it's, that's weird, but yeah, and then it's gonna come again, cold.
[CUSTOMER][POSITIVE] I think you're right.
[CUSTOMER][NEUTRAL] Yeah. Oh well, it always does before.
[AGENT][NEUTRAL] We need to get ready to drink a lot of tea.
[CUSTOMER][NEUTRAL] Yes, but we always have a toast spell before [PII], and then here comes the devil out, the heat with all that heat.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][POSITIVE] That's right.
[CUSTOMER][POSITIVE] But I can handle the heat, I promise you.
[AGENT][NEUTRAL] Yeah, I think we all can, but when the call comes, it's like mm mm nope we're not ready for that.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] It, it, yeah, it, it goes right through me. I mean, we're not far enough up north. I mean, oh no.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm, yeah.
[AGENT][NEUTRAL] It's really hard. OK. And this is for your life policy, correct, Mr. [PII]?
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] Mhm. OK. Making sure I'm sending the right one. You have several policies.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Almost done with the email.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Alright.
[AGENT][POSITIVE] Almost there. I just need to attach it. It just takes a little bit to download and upload and all that good stuff.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah 2 21st.
[AGENT][NEUTRAL] OK, here we go. All right, um, you wanna check and see if you got it?
[CUSTOMER][POSITIVE] Yeah, yeah, that's so sorry about that.
[AGENT][NEUTRAL] Mm OK OK.
[CUSTOMER][NEUTRAL] Uh trying to download.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me tell you, I do have a terrain.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] certificate.
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] OK, so the policy number is gonna be on the, yeah.
[CUSTOMER][NEUTRAL] It's everything.
[AGENT][NEUTRAL] On the 4th page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 4 page, OK.
[AGENT][NEUTRAL] Yes, mhm. So on the first page you're gonna see that policy number, OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] I will do it. Thank you so much. Have a wonderful weekend.
[AGENT][NEUTRAL] You're welcome, Mr. [PII]. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. I got it.
[AGENT][POSITIVE] Alright, well thank you for calling APL. Have a good evening, Mr. [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Mm bye-bye.