AccountId: 011433970860
ContactId: ebf6fe48-a5eb-47e8-aa4e-c70fc06a18b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218820 ms
Total Talk Time (AGENT): 78868 ms
Total Talk Time (CUSTOMER): 82856 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/ebf6fe48-a5eb-47e8-aa4e-c70fc06a18b0_20250522T21:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Hey this is
[CUSTOMER][NEUTRAL] Um, yes, I needed to find out. I had talked to um.
[CUSTOMER][NEUTRAL] [PII] the other day.
[CUSTOMER][NEUTRAL] And I needed to find out, um, I had surgery in [PII], and we were talking about information and she didn't see a claim out there for me and I needed you to look up my husband's policy number and make sure that we had the family plan at that time.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, no, sure, I can.
[CUSTOMER][NEUTRAL] With the APL.
[AGENT][NEUTRAL] OK. Um, may I have your name?
[CUSTOMER][NEUTRAL] I didn't know if I need to talk.
[AGENT][NEUTRAL] May I have your
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] 0189
[CUSTOMER][NEUTRAL] 7873
[AGENT][NEUTRAL] OK, Miss [PII], may I have the date of birth and the mailing address on file?
[CUSTOMER][NEUTRAL] For myself or my husband?
[AGENT][POSITIVE] Yes, for yourself.
[CUSTOMER][NEUTRAL] My fault, 8:15, 4:15. I apologize. I've got so many pounding on our roof right now. I apologize. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] And you said that is um for surgery back in [PII], around what time, like what month?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It was [PII]?
[AGENT][NEUTRAL] [PII]. OK, let me check and see if you had the family plan back then or if this was the family plan back then. OK, one moment.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, no, this policy was a single parent till [PII].
[CUSTOMER][NEUTRAL] OK, so I've got a card from you guys from [PII] and he's always carried.
[CUSTOMER][NEUTRAL] The family.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] He made a switch on [PII] to single parent.
[CUSTOMER][NEUTRAL] So it'd be him and the kids though, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So you have a single and a parent or the whole family.
[AGENT][NEUTRAL] Correct. You have single you have individual, single parent or family. So it looks like he went from family to single parent back to family.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you for your time.
[AGENT][POSITIVE] Mhm. You're welcome. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] OK, well, thank you for calling APO. Have a good day, Ms. Voor. Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.