AccountId: 011433970860
ContactId: c32c55a1-a5b4-4481-93b3-5e9f15653118
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286720 ms
Total Talk Time (AGENT): 62204 ms
Total Talk Time (CUSTOMER): 176988 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/c32c55a1-a5b4-4481-93b3-5e9f15653118_20250311T14:00_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Uh, yes, good morning, [PII]. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good, good. Um, my name is [PII], and I was, uh, getting some help yesterday. It may have been you, [PII], to be honest. Um, I was doing a bank draft a bank draft, uh, change, and you, someone from, uh, APL sent me the form and I have completed the form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, and just for your information, it would not allow me to do the signature on the auto field for whatever reason. So what I ended up having to do is do everything that I could and then I printed it out and then I manually had to sign my signature, which is no big deal.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Uh, but at the bottom of your form it says the fax number is [PII] and I, uh, tried to fax it to you this morning, uh, two times and it said, uh, no signal. I'm, I'm just verifying the fax number or what?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me get your policy number, [PII].
[CUSTOMER][NEUTRAL] Uh, OK, yeah, alright, hold on, let me.
[CUSTOMER][NEUTRAL] Uh, policy number 73193.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] Verify your date of birth, mailing address and email for me please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure, uh date of birth [PII].
[CUSTOMER][NEUTRAL] Uh, email address is [PII].
[CUSTOMER][NEUTRAL] And address is [PII].
[AGENT][NEUTRAL] OK, do you have an email address on file that you can verify?
[CUSTOMER][NEUTRAL] Uh, yes, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you for that. Let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is the um.
[AGENT][NEUTRAL] Fax number on that document?
[CUSTOMER][NEUTRAL] Uh, on the document [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Trying to take a look at that document.
[CUSTOMER][NEUTRAL] OK, wait, I just got an email from APL.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] And it says, I do, I do apologize for the inconvenience you're having. You can email it to care team. So, um, it's, it sounds like that fax number may not even be in existence anymore, but
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Probably don't need to have it on your letterhead then.
[AGENT][NEUTRAL] Right, and what message did you receive, [PII]?
[CUSTOMER][NEUTRAL] Um, it, uh, it's from your care team.
[AGENT][NEUTRAL] No, no, no, the when you faxed it.
[CUSTOMER][NEUTRAL] And it came in at.
[AGENT][NEUTRAL] When you faxed it.
[CUSTOMER][NEGATIVE] Oh, it, when I faxed it, it said, um, no signal.
[AGENT][NEUTRAL] OK, I'll verify. I'll check that out with that fax number, but you, yes, you are able to email it to [PII].
[CUSTOMER][NEUTRAL] OK. Well, I will try to do that and um, and I'm assuming, I know that works, so, OK, well, I'll just go ahead with that and not worry about the facts then.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And we'll check into that as well.
[CUSTOMER][POSITIVE] OK. Well, thank you, [PII]. I, I appreciate it. Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. You're welcome, [PII]. Anything else?
[CUSTOMER][POSITIVE] No, that'll do it. Thank you.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Bye bye. OK. Bye-bye.