AccountId: 011433970860
ContactId: e22a6d43-1d19-48a5-98a7-cf181bd32d02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306420 ms
Total Talk Time (AGENT): 112643 ms
Total Talk Time (CUSTOMER): 128232 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/e22a6d43-1d19-48a5-98a7-cf181bd32d02_20250305T19:31_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Good, I have an insured on the phone. Um, his policy number is 229.
[CUSTOMER][NEUTRAL] 1157 for [PII]. I see that uh uh I think it's a mode of payment or letter was mailed over to him, but he's not received it yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He's wanting to keep his policy.
[CUSTOMER][NEUTRAL] Policies he can, but anyway, um, can that be resent to him?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let me see.
[AGENT][NEUTRAL] Look at the policy real quick.
[AGENT][NEUTRAL] 91157.
[AGENT][NEUTRAL] Uh, it's making me put a note in this one.
[AGENT][NEUTRAL] I know notes are important, but.
[CUSTOMER][NEUTRAL] I know time is.
[CUSTOMER][NEUTRAL] Not now.
[AGENT][NEUTRAL] Yeah. Uh-huh. I'm not through. I'm not through.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And you verified his address and everything?
[CUSTOMER][NEUTRAL] He's fully verified.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Buckets for each letter.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That letter was sent.
[AGENT][NEUTRAL] Yeah, let me check and make sure if it's an imaging I can email it to him or.
[CUSTOMER][NEUTRAL] Yeah, I, I didn't see it.
[AGENT][NEGATIVE] Yeah, I don't think they're imaging these things like they should be.
[CUSTOMER][NEUTRAL] Yeah, I didn't see it.
[AGENT][NEUTRAL] She ordered it now she ordered it on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, I can order it again for him and it'll go out in the mail or I can print it up myself and email it to him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think he probably will like it emailed.
[AGENT][NEUTRAL] OK, you want to transfer him to me or?
[CUSTOMER][NEUTRAL] I can, I can.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty here it comes, thank you.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, good afternoon, this is [PII] in customer services. How are you, Mr. [PII]?
[CUSTOMER][POSITIVE] I'm good. Thank you. You say your name is [PII]?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and she was stating that you haven't received your um.
[AGENT][NEUTRAL] Your letter to continue. Yeah, letter.
[CUSTOMER][NEUTRAL] Mode of
[AGENT][NEUTRAL] Payment letter.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. Um,
[AGENT][POSITIVE] I can reorder that for you to be mailed to you.
[AGENT][NEUTRAL] Or I can try to type one up and email it to you either way.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, well, I, I guess either way, I, I did not know.
[CUSTOMER][NEUTRAL] Um, when it could be emailed, I was told from the local broker.
[CUSTOMER][NEGATIVE] That they can't be emailed. They had to be mailed out US mail, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, um,
[AGENT][POSITIVE] I can email it to you um it it will just take me a while to to type it all up and everything for you.
[CUSTOMER][NEUTRAL] OK, um,
[AGENT][NEUTRAL] And then you can email it back or you can fax it back either way.
[AGENT][NEUTRAL] Or mail it or.
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] If, if, uh, that would be fine, um, and if the one comes in the mail, you know, then it comes in the mail, um.
[CUSTOMER][NEUTRAL] It's as long as I'm not in danger of losing either of these policies, which at the moment, I, I take it I do not have, um,
[CUSTOMER][NEUTRAL] You know, I
[CUSTOMER][NEUTRAL] I guess I'm saying I don't wanna push you out, but, but that'd be nice, yeah, if you could email it.
[AGENT][NEUTRAL] OK, alright, I will get that emailed to you um I'll get it done this afternoon, um.
[AGENT][NEUTRAL] And is there anything else that I can help you with?
[CUSTOMER][POSITIVE] Take your time, have lunch.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Take a walk if it isn't raining where you're at, you know, it's raining up here. Um,
[AGENT][NEGATIVE] Yeah, it rained here yesterday. It was real bad.
[CUSTOMER][NEUTRAL] OK. Yeah, I, uh, if you're out west, I heard that. Um, I there's nothing else, that's, that's all that I need. Um, have these policies for some time through work and out I retired. I wanted to keep a couple of them.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, well, I will get that out to you.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. I'll keep an eye on it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright and thank you for calling APL and you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] You too. You take care. Bye bye.
[AGENT][POSITIVE] Mhm. You too. Thank you.