AccountId: 011433970860
ContactId: f1256741-4c1f-46d7-92ad-83762fb22ee3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422359 ms
Total Talk Time (AGENT): 97605 ms
Total Talk Time (CUSTOMER): 73779 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/f1256741-4c1f-46d7-92ad-83762fb22ee3_20250325T18:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]'s [PII] in [PII].
[AGENT][POSITIVE] Hey how you doing today?
[CUSTOMER][NEUTRAL] Uh, about
[CUSTOMER][NEUTRAL] Yeah, I'm fine. I, I've been uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] One of your clients for 12 years and um I, I get.
[CUSTOMER][NEUTRAL] I I pay a benefit. I pay a payment every month. 2 weeks ago I asked for a policy. I don't have one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's been 2 weeks. I was wondering what the hold up was.
[AGENT][NEUTRAL] Ask for like a copy of your policy.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, um, I'm not sure, but I can definitely look into it for you and provide you with an update if I can. Um, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have, um, do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'd go look it up but uh level.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Is that is my name.
[AGENT][NEUTRAL] OK, I just need to, I just need to locate the policy. I can look the policy up with your social if you like.
[CUSTOMER][NEUTRAL] Uh, last four digits?
[AGENT][NEUTRAL] It would be the full social, or can you spell the first and last name for me?
[CUSTOMER][NEUTRAL] My first name is [PII] Last name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me try with your name. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm just waiting for the policies to come up here. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I believe I just located it. It just popped up. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Alright, and I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I do see the request that went out on [PII], um, so that was about two weeks ago. Let me see where they are in the process. Is it OK if I place you on just a brief hold?
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, thank you so much for holding. I apologize for that wait. So it looks like everything was completed on [PII] and the representative that uploaded the um policy mailed it out to you on [PII]. Now it is coming from [PII], um, so I don't, I don't know how long it's gonna get to take to get to you, but it is on the way.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Well, thank you for your courtesy.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, you've been very patient. Appreciate it. Thank you.
[AGENT][POSITIVE] So you're very welcome. Thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Same to you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Hi.