AccountId: 011433970860
ContactId: bab93092-168f-461d-9431-db756c94fdf2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247479 ms
Total Talk Time (AGENT): 125623 ms
Total Talk Time (CUSTOMER): 100003 ms
Interruptions: 1
Overall Sentiment: AGENT=2.1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/bab93092-168f-461d-9431-db756c94fdf2_20241230T17:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um, I had, um, yeah, I received a letter.
[CUSTOMER][NEUTRAL] Back in October or so about a policy change and I had requested the new policy in October and I still have not received this. I can give you my certificate, my certificate number.
[AGENT][NEUTRAL] Well, I
[AGENT][NEUTRAL] Yes ma'am, what is that number?
[CUSTOMER][NEUTRAL] 255
[CUSTOMER][NEUTRAL] 849-97
[AGENT][NEUTRAL] Do you mind verifying your name, date of birth, and current mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what is your email and phone number please?
[CUSTOMER][NEUTRAL] My phone number is [PII]. My email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Now with this policy, there are no ID cards, but what I'm going to do is to put in a request that they mail you a copy of your policy.
[CUSTOMER][NEUTRAL] OK, I've been asking for this since October.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Since October.
[CUSTOMER][NEUTRAL] I've called. This is probably my 5th phone call requesting the policy.
[AGENT][POSITIVE] Oh my goodness. OK.
[AGENT][NEUTRAL] Alright, I don't see that on file, but I am fixing to.
[AGENT][NEUTRAL] Submit a request that they mail you that and also we do have a portal. Have have you created a log in on our APL porter?
[CUSTOMER][NEUTRAL] Yes, yes, and, and, yes, and the last time I called they had not downloaded it to the portal.
[AGENT][POSITIVE] Well, I'm fixing to put an urgent request that they take care of that and get that to you.
[CUSTOMER][NEUTRAL] And also because she was gonna try to email it to me but it had not been downloaded anywhere can you email it to me?
[AGENT][NEUTRAL] I will ask them to email that once it's downloaded into the system.
[AGENT][NEUTRAL] To that email address that you verified.
[CUSTOMER][NEUTRAL] And also a paper yeah.
[CUSTOMER][NEUTRAL] Yeah, cause this has been going on since [PII].
[AGENT][POSITIVE] Uh, I do apologize. You should have that by now, but I'm fixing to put in an urgent request that they get that taken care of for you.
[CUSTOMER][POSITIVE] Thank you. So, and what is your name?
[AGENT][NEUTRAL] My name is [PII], and I'm putting in that request for you right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] It has been my pleasure. Is there anything else I can help you with, Ms. [PII]?
[CUSTOMER][NEUTRAL] That's it. I'm just wanting to see the copy of the policy.
[AGENT][NEUTRAL] Yes ma'am, we're gonna get that to you um like I said, and I do apologize but I am going to put in that urgent request that that's uploaded to the system and emailed a copy to you.
[CUSTOMER][NEUTRAL] OK, are you showing everything is active on my account?
[AGENT][NEUTRAL] Yes, ma'am. Would you like for me to give you that policy number as well?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Your policy number is 255.
[AGENT][NEUTRAL] 849-7.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, no, thank you. You have a [PII].
[AGENT][POSITIVE] I hope you have a [PII] as well, Ms. [PII]. Thank you for calling APL. Take care, and it'll be in the notes that I requested that today as well. So if you call again, they'll be able to see that. Thank you. Take care and I hope you and your family have a very merry and happy holidays.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye