AccountId: 011433970860
ContactId: baeeff89-811f-47bb-a52d-c1f2b7c8c5a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256140 ms
Total Talk Time (AGENT): 118404 ms
Total Talk Time (CUSTOMER): 71923 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/baeeff89-811f-47bb-a52d-c1f2b7c8c5a1_20250127T15:34_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, I need somebody to send me a letter saying my policy is current and how much it cost.
[AGENT][NEUTRAL] That your policy is current and the cost of it?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'd love to do my best to help you with that today. Do you mind if I get your name and a, um, and the policy number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 1,842,710. 0, that's check number, sorry.
[AGENT][NEUTRAL] No, you're OK.
[CUSTOMER][NEUTRAL] And the policy number is 00615976.
[AGENT][POSITIVE] 16, perfect.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Uh, would you be able to go ahead and verify for me, please, your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] One second [PII], I appreciate your patience.
[AGENT][NEUTRAL] Oh, I'm so sorry, but I'm just not showing anything under that policy number.
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] The 615976, right? I, I wrote it down right?
[CUSTOMER][NEUTRAL] 6 policy number 615976. now this.
[AGENT][POSITIVE] Oh, I typed it in wrong. I'm so sorry. I, I wrote it down right, yeah, in my first time and then the second time I.
[AGENT][POSITIVE] I did not, and I'm so sorry about that.
[AGENT][POSITIVE] OK perfect and then thank you for your patience um I do just have to finish verifying everything with you and then that next part would be your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect and then the last one is if you could just verify for me please your um email address on file.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you, sir. I really appreciate that and.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right and then how would you like us to send out that proof of coverage? Would you prefer it via fax, mail or email?
[CUSTOMER][NEUTRAL] Uh, the regular mail.
[AGENT][NEUTRAL] Regular mail, you bet you, and then to that mailing address [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Perfect and then.
[AGENT][POSITIVE] Wonderful, um, and then you wanted, uh, your premium information as well and you'd also like that mailed?
[CUSTOMER][NEUTRAL] Uh, what I, what I need, I'm in HUD housing and they evaluate me every year and that I need that information for them. Uh, all I need is that it's current and what it costs.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Current and cost, you bet you I will um I'm going to get a request into the department that handles all the outgoing letters, but I'll put that in right now for you and then Earl, is there anything else I'm gonna be able to do for you today?
[CUSTOMER][NEUTRAL] That'll be all I need right now.
[AGENT][POSITIVE] Perfect well I'm gonna get working on that and if you change your mind and you need something else you just give us a call we're always here to take care of you.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Hey my pleasure thank you you take care.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.