AccountId: 011433970860
ContactId: ebf95f86-f48b-42ae-8f23-aa4290742b86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215020 ms
Total Talk Time (AGENT): 84749 ms
Total Talk Time (CUSTOMER): 100166 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/ebf95f86-f48b-42ae-8f23-aa4290742b86_20250128T15:57_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. Um, I may be in the right church with the wrong few, so just send me where I need to go. Um, I have a client by the name of [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And his contract number is 644907.
[AGENT][NEUTRAL] 644 yeah let me see if I can pull that up for you real quick and how can I help you uh with this.
[CUSTOMER][NEUTRAL] Do you need my
[CUSTOMER][NEUTRAL] Well, he's he's, he's getting on up in age and he's getting dementia and his daughters are calling to see, you know what he's got and how much it costs and so forth so I can handle what he's got. I just don't know what the premium is at this time he's got family coverage with him and his wife.
[AGENT][NEUTRAL] OK, let's take a look at that for you, sir. And would you be able to just verify for me his date of birth if you can, please?
[CUSTOMER][NEUTRAL] His date of birth?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it's gonna be [PII]. I'm sorry, that's his wife's hold on just a second.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Lord have [PII].
[CUSTOMER][NEUTRAL] All right, here we go, it's uh [PII].
[AGENT][POSITIVE] Thank you, thank you, and I am.
[AGENT][NEUTRAL] Just gonna check out a couple different things for you.
[AGENT][NEUTRAL] All right. And Mr. [PII], would you be able to verify for me, uh, just your, your agent ID number?
[CUSTOMER][NEUTRAL] Uh, yeah, let me check it out. Hold on just a second.
[AGENT][POSITIVE] That's OK, no worries.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Can I give you my social? Would that help? Or hold on just a minute, OK, alright.
[AGENT][NEUTRAL] No, sometimes they do the email, but I just didn't have your email listed on here. I'm sorry.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] The app has my social number on it, so let me see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And this could be a social, it starts with a 5.
[CUSTOMER][NEUTRAL] Yes, my social or his?
[AGENT][NEUTRAL] I think I'm not sure it's just it's next to your agent ID but it does have the same digits as a social, so I'm not sure if that's the same thing.
[CUSTOMER][NEUTRAL] OK, well, I, I can give you my social it's [PII].
[AGENT][POSITIVE] OK, that's exactly what this is thank you, sir. I appreciate that and I thank you for going through that verification process with me. So as far as his billing goes, it looks like he.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On this policy he has with us, he pays every month and it looks like his premium amount is 19583.
[CUSTOMER][NEUTRAL] OK, that's what I need. They're, they're trying to decide if they want to keep it or not, which I understand, and, and uh.
[CUSTOMER][NEUTRAL] You know, quite honestly, he's, he's on up there and.
[CUSTOMER][POSITIVE] Yeah, I don't know, but anyway, this is what they need, and I, I appreciate you so much, we thank you.
[AGENT][POSITIVE] Oh, it's my pleasure. Thank you for calling us here at APL and I hope you have a wonderful day, Mr. [PII].
[CUSTOMER][POSITIVE] Thank you, ma'am. Bye-bye.
[AGENT][POSITIVE] My pleasure. Bye bye.