AccountId: 011433970860
ContactId: d43dd36f-7dee-4d93-95d0-ab11cee0b2b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114230 ms
Total Talk Time (AGENT): 53318 ms
Total Talk Time (CUSTOMER): 42610 ms
Interruptions: 1
Overall Sentiment: AGENT=2.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/d43dd36f-7dee-4d93-95d0-ab11cee0b2b8_20250512T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, how are you doing? I'm trying to get my new policy number.
[AGENT][POSITIVE] OK, I'm happy to help with the policy number. Do you by chance have an old one? Anything at all or?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I have an old one, but I don't, uh, some, for some reason my insurance was canceled last week and they reactivated, so I'm making sure I got the right number.
[AGENT][NEUTRAL] OK, let's take a look. What's the number that you do have, please?
[CUSTOMER][NEUTRAL] Number I do have is 01659336ML8.
[AGENT][POSITIVE] Thank you so much. Let me pull that up here.
[AGENT][NEUTRAL] And if I could verify your first, last name, date of birth, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then, Mr. [PII], if you could also give me the physical address we should have on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Great. So you do have a new policy number with an effective date of [PII]. Let me give you that number when you're ready.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] 02621843.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that'll be the new effective policy number, OK?
[CUSTOMER][NEUTRAL] So, so 02.
[CUSTOMER][NEUTRAL] 621-843
[AGENT][POSITIVE] That is correct. Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Anything else I can do for you? You're welcome.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] All right, have a good one. Bye.
[CUSTOMER][NEUTRAL] Bye bye.