AccountId: 011433970860
ContactId: d46e3e50-7c35-4f4d-8364-4dd790fc683e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319339 ms
Total Talk Time (AGENT): 101347 ms
Total Talk Time (CUSTOMER): 125142 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/d46e3e50-7c35-4f4d-8364-4dd790fc683e_20250321T19:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yeah, this is [PII]. I have a policy with you and I'm trying to find out.
[CUSTOMER][NEUTRAL] Uh, what umbrella would you, would you come up on, I have to get an eye exam?
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] My, uh, eye specialist, not specialist doctor say that um I need to find out what umbrella does just come to come up under.
[CUSTOMER][NEUTRAL] It's am I making sense with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If it's vision, it, it is not gonna be with us, but I can probably see who's sit through or maybe check some information on it. Um, do you have the policy number with us, the APL?
[CUSTOMER][NEGATIVE] Yeah, I, I did that early and the guy hang up on me so that wasn't a number. Someone in your office gave me a number, but it wasn't right. Let me give you this policy number, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's 02560721.
[AGENT][NEUTRAL] OK, thank you. Let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, Mr. [PII], for security, may I have your date of birth and mailing address for verification?
[CUSTOMER][NEUTRAL] Uh, date of birth [PII]. Uh, mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm, and I see you, we have an email address. Can you verify that email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and you're with Universal Turing.
[AGENT][NEUTRAL] Um, let's see one moment.
[AGENT][NEUTRAL] It looks, I think it's gonna be through aura or something like that you, um, let me see.
[AGENT][NEUTRAL] I have here.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] I believe it's gonna be expect her, but we don't have the number to her or the number of the policy. Um, what I can do is transfer you over to Universal Trucking. They can provide you with a phone number for your vision.
[CUSTOMER][NEUTRAL] Uh, yeah, let's try that then.
[AGENT][NEUTRAL] OK, let me, yeah, I'll go ahead and transfer to a, a person, OK? Mhm.
[CUSTOMER][NEUTRAL] It's, it's, what can you give me the number just in case because the last one I someone in your to give me a number and I I got the wrong number.
[AGENT][NEUTRAL] Yes, sure.
[AGENT][NEUTRAL] No, it's OK, no problem. Um, the number is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could you repeat that for me one more time?
[AGENT][NEUTRAL] Yes, sure. [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me go ahead. You're welcome. Let me go ahead and get them on the line. Is there anything else I can help you with today before I get them on the line?
[CUSTOMER][POSITIVE] Alright well thank you ma'am.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, ma'am, no ma'am, very helpful.
[AGENT][NEUTRAL] OK. All right. You're welcome and thank you for calling ATL. One moment while I transfer.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] RTVA.
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII]. I have a policy with you. I have an appointment scheduled and I'm trying to find out what umbrella does this insurance come up under.
[CUSTOMER][NEUTRAL] Uh, for billing
[CUSTOMER][NEUTRAL] OK, that would be Spectator vision.
[CUSTOMER][NEUTRAL] Shottervision Serra, S P E C T E R A.
[CUSTOMER][NEUTRAL] Spell it one more time if.
[CUSTOMER][NEUTRAL] S P E E T E R A.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Vision, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so.
[CUSTOMER][NEUTRAL] OK, that's that's all I need to know, right? just.
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK all right thank you ma'am.
[CUSTOMER][POSITIVE] Yes, sir. You have a great day.
[CUSTOMER][NEUTRAL] OK, you too.