AccountId: 011433970860
ContactId: cf635fac-1bd2-4b63-a7a1-39697ca5345f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214309 ms
Total Talk Time (AGENT): 79458 ms
Total Talk Time (CUSTOMER): 74407 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/cf635fac-1bd2-4b63-a7a1-39697ca5345f_20250106T16:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is, um, I called in to get you to send me a letter saying it's current and uh how much it costs. My name is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 00615976.
[AGENT][NEUTRAL] OK, [PII], so you were looking to get a letter for like the premium amount and all that, is that correct?
[CUSTOMER][NEUTRAL] That's clear. Uh, I'm at HUD housing and they evaluate me every year and they need that letter.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], and then if I could just verify please your date of birth and address.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Just checking to see what the last correspondence was that was sent out to you.
[CUSTOMER][NEUTRAL] Yeah, well, that would have probably been one from last year.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, I see we just sent you it looks like something uh.
[AGENT][NEUTRAL] We sent you something a few days ago for just proof of coverage with the annual and monthly premium on it.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Well, that would do it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You, you, you just sent that out to me?
[AGENT][NEUTRAL] That was sent on the [PII].
[AGENT][NEUTRAL] Of January, yes.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, that'll be fine then.
[AGENT][NEUTRAL] Yeah, so yeah, that was just sent on the [PII] it looks like is that what you were needing?
[CUSTOMER][NEUTRAL] Uh, that sounds like what I was needing. I was surprised because I usually have to call in and when I called in on the [PII], I couldn't get anybody.
[AGENT][NEUTRAL] Mm, yeah, no, I do, I do see that this was sent out. It says in accordance with your request we're sending this letter as proof of coverage and it shows the type of plan you have, the effective date, the status of the policy, your annual and monthly premium, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, that's what I need that it's active and that it's in the premiums.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][NEUTRAL] That'll do do it.
[AGENT][NEUTRAL] Yes sir, so I do see that was sent out on the [PII].
[CUSTOMER][NEUTRAL] So it
[CUSTOMER][POSITIVE] All right, uh that'll that'll do me fine then. I appreciate your time.
[AGENT][POSITIVE] My pleasure. Anything else I can do for you?
[CUSTOMER][POSITIVE] No, that's it for now thank you.
[AGENT][POSITIVE] My pleasure. You have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.