AccountId: 011433970860
ContactId: d6c573c9-ebff-41be-9287-b3cb019ccbbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270160 ms
Total Talk Time (AGENT): 129202 ms
Total Talk Time (CUSTOMER): 60817 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/d6c573c9-ebff-41be-9287-b3cb019ccbbe_20250110T22:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was having a problem trying to provide some insurance to um a doctor's office, but they're saying I don't have any insurance. I was trying to see is there any kind of way I can get my my account number, policy number.
[AGENT][NEUTRAL] Yes sir, um, can you please give me your name and your call back number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Number [PII].
[AGENT][NEUTRAL] OK, [PII], what, um, do you happen to know your policy number?
[CUSTOMER][NEUTRAL] No, ma'am, evidently I don't know.
[AGENT][NEUTRAL] Or is that why you're.
[AGENT][NEUTRAL] Yeah, OK. And you want to get your policy number? Yes, sir. OK, if you give me your Social Security number, sir, it'll pull in your policies for me.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, let me look, look it up real quick sir.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so for security reasons I'm gonna need for you to verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then also I'll need for you to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and then um what is your email address, sir?
[CUSTOMER][NEUTRAL] The one. [PII].
[AGENT][NEUTRAL] Thank you and then the number that you gave me to call you back on if the call gets dropped is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you [PII] I appreciate you verifying.
[AGENT][POSITIVE] Yes sir, thank you I appreciate you verifying the policy for me. Alright, let me look.
[AGENT][NEUTRAL] B
[AGENT][NEUTRAL] OK, are you trying to go to the dentist or the doctor's office?
[CUSTOMER][NEUTRAL] Yeah, I was trying to go to the doctor's office.
[AGENT][NEUTRAL] Or accident happen, doctors, OK, let me give you the policy number.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Hold on one second. No.
[AGENT][NEUTRAL] That is
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] I do the same thing. Are you doing it in your phone?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It's 231.
[AGENT][NEUTRAL] 3957.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And we also just so you know it'll probably be really helpful for you especially being over the road uh we have an online service center.
[AGENT][NEUTRAL] Let me give you that website because you can sign up for it, you can see a copy of your policy, you can see your cards if you ever need to file a claim, you can do it on there it's a direct portal to your policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] It's uh [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I got [PII].
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] OK, yes ma'am. I got it.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] No, ma'am, I appreciate you.
[AGENT][POSITIVE] Well, we appreciate you being an APL customer and you be careful driving on the road.
[AGENT][POSITIVE] Thank you for calling APL sir. Bye-bye, sir.
[CUSTOMER][POSITIVE] Yes ma'am, you too.
[CUSTOMER][POSITIVE] Alright, you're welcome.
[CUSTOMER][NEUTRAL] Bye.