AccountId: 011433970860
ContactId: c2a69da0-c012-4a12-849e-16255f50e92f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292790 ms
Total Talk Time (AGENT): 142157 ms
Total Talk Time (CUSTOMER): 102566 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/c2a69da0-c012-4a12-849e-16255f50e92f_20250407T17:37_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, I just want a simple question answer, uh.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hey, can you hear me?
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] I'm so sorry, but I can barely, barely hear a voice.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] What where do I mail a claim form is it [PII]?
[AGENT][NEUTRAL] I'm sorry, did you ask where you would mail a claim?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all I need, I guess.
[CUSTOMER][NEUTRAL] I thought it might be
[AGENT][NEUTRAL] I'm so sorry. Do we no long, OK, I'm so sorry, but I can't, I'm truly can barely hear you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can't get it. OK. Can you hear me now?
[AGENT][NEUTRAL] I can hear you now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I had to put it on speaker I guess, uh.
[CUSTOMER][NEUTRAL] Anyway, I, that's all I need, I guess, uh.
[CUSTOMER][NEUTRAL] I thought it might still be mailing them to [PII].
[AGENT][NEUTRAL] OK, so, um, first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], um, and you have a policy with us, is that correct?
[CUSTOMER][NEUTRAL] Yeah, I do. I do cancel policy.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] All right, Mr. [PII], what's a good callback number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, thank you. And do you happen to have your policy number there with you, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh yeah, I do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is that number? Uh-huh.
[CUSTOMER][NEUTRAL] It is 5590124.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] 590124. Is that correct?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, give me a moment, Mr. [PII] to pull up your information so that I can verify.
[AGENT][NEUTRAL] Everything that we have on file is correct, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So first off, Mr. [PII], um, who is the primary policy holder and their date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's lit
[CUSTOMER][NEUTRAL] It's [PII], her birthday is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then your date of birth?
[CUSTOMER][NEUTRAL] Yeah, I'm on her policy.
[AGENT][NEUTRAL] Yes, sir. And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you. And the home mailing address for you all, please?
[CUSTOMER][NEUTRAL] The dress
[AGENT][NEUTRAL] Your address, yes, sir.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then the phone number, uh, one of the numbers we have on file is for you. What is another number? I don't know if this is Ms. [PII]'s cell phone or your home number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well [PII] is [PII].
[AGENT][NEUTRAL] OK, thank you. All right. So, yes, sir, Mr. um, [PII], the [PII] address is the one that would, you would need to mail all claims to now. The, the [PII] address is no longer valid.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] We don't have that anymore.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Y'all did y'all move from [PII]?
[AGENT][NEUTRAL] Well, no, sir, but that office, all of our claims are just now going through our corporate office, which is located in [PII], but the PO box for that [PII], um, location is no longer, it no longer exists.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK. Well, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I, I was gonna
[CUSTOMER][POSITIVE] No, I think that's it. I appreciate your help, uh.
[AGENT][POSITIVE] Well, you're welcome.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][POSITIVE] Well, yes, sir, Mr. [PII], I hope you have a nice afternoon too, and it was my pleasure in speaking with you. Thank you again for calling APL.
[CUSTOMER][NEUTRAL] OK. uh.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You take
[AGENT][POSITIVE] Alright, you too. Thank you.
[CUSTOMER][NEUTRAL] Mhm. Right.
[AGENT][NEUTRAL] Bye bye.