AccountId: 011433970860
ContactId: dc0c1941-c109-4560-92ee-10be249a6e63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193940 ms
Total Talk Time (AGENT): 72640 ms
Total Talk Time (CUSTOMER): 85728 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/dc0c1941-c109-4560-92ee-10be249a6e63_20250604T21:54_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to see if I have a policy with you guys.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, spell your first name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] Uh, see, and Miss [PII], verify your date of birth, mailing address and email address please.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] email address is [PII].
[AGENT][NEUTRAL] Uh, show a different email address, but verify your mailing address for me, make sure we have that correct first.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, do you show a different address. I'm not sure if it's a work email.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, [PII]. Is [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I'm not sure why they have that, but.
[AGENT][NEUTRAL] What would you rather, rather change it?
[CUSTOMER][NEUTRAL] Yeah, please, like my personal card. I'm not sure why.
[AGENT][NEUTRAL] OK, and what's that email address again? The one you rather have in the system?
[CUSTOMER][NEUTRAL] That [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Uh thank you, ma'am. And yes, I do show you have a policy with us effective [PII], and I'm showing that it is effective.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Look
[CUSTOMER][NEUTRAL] The active
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do wanna make sure this was the correct um correct one because it does say [PII].
[CUSTOMER][NEUTRAL] With a group number 263-30.
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][POSITIVE] OK. I do wanna make sure before I give this to my doctor. Thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. You're welcome. Thank you for calling APL, Ms. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Uh, wait, wait, wait, wait, wait, wait, the address that you guys have on the address that you guys have on file, is that my, is that the [PII] address?
[AGENT][NEUTRAL] OK, I'm still here.
[AGENT][NEUTRAL] No, ma'am. It was the one that you gave the [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, that's the address we have.
[CUSTOMER][NEUTRAL] [PII]. OK, then that's fine.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I do wanna make sure um alright perfect thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.