AccountId: 011433970860
ContactId: eb9ed919-d5a7-436c-9146-c320f80bcbfb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 596309 ms
Total Talk Time (AGENT): 201450 ms
Total Talk Time (CUSTOMER): 240639 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/eb9ed919-d5a7-436c-9146-c320f80bcbfb_20250106T17:33_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. This is [PII], you know.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, I've had a policy with you for a long time. I've got the policy number. You want me to give it to you?
[AGENT][NEUTRAL] Yes, sir, please.
[CUSTOMER][NEUTRAL] Yeah, 613-70.
[AGENT][NEUTRAL] 61,370
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And what is your first name, Mr. [PII]?
[CUSTOMER][NEUTRAL] The first name
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And last name is spelled [PII]?
[CUSTOMER][NEUTRAL] [PII] what?
[AGENT][NEUTRAL] Last name is spelled [PII]
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And can you spell [PII] for me?
[CUSTOMER][NEUTRAL] To what?
[AGENT][NEUTRAL] Can you spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what is your social, Mr. Do you know?
[CUSTOMER][NEUTRAL] What is what?
[AGENT][NEUTRAL] Can you give me your social security number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And Mr. do you know, this is for your dental policy?
[CUSTOMER][NEGATIVE] Yes ma'am, just single now, my wife passed away.
[AGENT][POSITIVE] I'm so sorry to hear that.
[AGENT][NEUTRAL] Yeah, I do, I do see your policy for dental coverage. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The what name?
[AGENT][NEUTRAL] I do have your dental policy pulled up. Do you mind verifying your date of birth and mailing address?
[CUSTOMER][NEUTRAL] Yeah, let me confirm that because I, I, I know that's what uh uh I never gave you after I had she, after she passed away, just a minute.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Hello, ma'am. Are you ready?
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, I listed on Colonel [PII].
[AGENT][NEUTRAL] Yes, sir. And what is your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And what is your mailing address?
[CUSTOMER][NEUTRAL] OK, you want the address?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. I'm at uh [PII] Senior Living.
[AGENT][NEUTRAL] Is that on [PII]?
[CUSTOMER][POSITIVE] It's right
[AGENT][NEUTRAL] Is that on [PII]?
[CUSTOMER][NEUTRAL] I said, Colonel [PII] that I've got to go some more.
[AGENT][NEUTRAL] So, uh
[CUSTOMER][NEUTRAL] The [PII] [PII] senior living.
[AGENT][NEUTRAL] Yes, sir. I have an address on file for you that's on [PII]. Do you live on [PII]?
[CUSTOMER][NEUTRAL] Oh, you have it?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] And that's [PII], what, can you repeat that?
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] What is that address again?
[CUSTOMER][NEUTRAL] OK. It's Colonel [PII], senior Living.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell the street name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell that street name for me, Mr. [PII]?
[CUSTOMER][NEUTRAL] Do what?
[AGENT][NEUTRAL] Can you spell the street name?
[CUSTOMER][NEUTRAL] OK, somebody else coming in the back of us.
[CUSTOMER][NEUTRAL] OK, which, where are we now?
[AGENT][NEUTRAL] You your address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] No, it's in [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is that zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, because we have your address still in [PII].
[CUSTOMER][NEUTRAL] Yeah, I know. I moved, I moved to this one about 2.5 years ago.
[AGENT][NEUTRAL] Well, I'm going to
[CUSTOMER][NEUTRAL] And that's what I'd like to get because I don't have it anymore. I, I need, I think I've got the policy number. I got it from the uh.
[CUSTOMER][NEUTRAL] Uh, uh, from the dental's office.
[CUSTOMER][NEUTRAL] They gave me the uh.
[AGENT][NEUTRAL] Yeah, you
[CUSTOMER][NEUTRAL] Uh, the, the policy number is 61,370. Is that right?
[AGENT][NEUTRAL] It's
[AGENT][NEUTRAL] And your policy number is 613703.
[CUSTOMER][NEUTRAL] 703.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now hold on just a minute.
[CUSTOMER][NEUTRAL] What I'd like for you to do is to send me that to confirm that that you've got it.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Uh, also, to, I need, uh, OK, when you do that, send me the policy number too.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you, you want a copy of your policy?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] No, I don't need as long as, as long as I have the policy number, if I need something, I'll call you.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] I don't, I need the policy, but, uh, but I do need, I, I don't need, I do need for you to send me that information and how much the policy is per month or per year or whatever it is.
[AGENT][NEUTRAL] I can do that. I'll request that they send you a copy of your policy number and your, how much it cost.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] And we have an email on file. Do you have an email, Mr.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Do you know?
[CUSTOMER][NEUTRAL] If I have what? Email address?
[AGENT][NEUTRAL] Do you have an, yes, [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] T H E C A J U N.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And then what about a phone number? Can I get a phone number for you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Get you, get it straight now. OK. It's uh it's [PII].
[AGENT][NEUTRAL] What's your phone number?
[AGENT][NEUTRAL] Alright, what's
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And when you send that information, be sure to give me your telephone number too.
[AGENT][NEUTRAL] OK. With our phone number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you check your email?
[CUSTOMER][NEUTRAL] You want me to say the email again?
[AGENT][NEUTRAL] Would you like for us to send it by email?
[CUSTOMER][NEUTRAL] The what?
[AGENT][NEUTRAL] Would you like for us to send that by email?
[AGENT][NEUTRAL] We can send that information to you by email. Would you like for us to send it?
[CUSTOMER][NEUTRAL] Purchasing event.
[CUSTOMER][NEUTRAL] Yes, ma'am, send it to me by email.
[AGENT][POSITIVE] Perfect. And what was your, I've got your phone number and I've got your address updated.
[AGENT][NEUTRAL] And I understand you're wanting to know your policy number and how much it costs per year.
[CUSTOMER][NEUTRAL] Yeah, I've got to turn that in for my income tax.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. We will get that taken care for, of, of that for you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, no, that's OK. If I need anything else, I'll call you. You've got your telephone number, what you're sending me.
[AGENT][NEUTRAL] Yes, sir. I've got the information what you're, what we're sending you.
[CUSTOMER][NEUTRAL] OK, but
[CUSTOMER][NEUTRAL] OK, and, and give me your telephone number in case I need something else.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] All right. Well, it has been a pleasure to assist you, Mr. Do you know anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day and stay warm.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][POSITIVE] All right. Thank you. Bye-bye.