AccountId: 011433970860
ContactId: f6523857-22f8-4fb2-b5aa-793116431ad2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 562559 ms
Total Talk Time (AGENT): 97292 ms
Total Talk Time (CUSTOMER): 67127 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=-1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/f6523857-22f8-4fb2-b5aa-793116431ad2_20250204T20:43_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling uh on a policy to see if it's active or expired.
[AGENT][NEUTRAL] OK, well, I can definitely confirm the policy for you. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] It is Alpha 0127431.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm just waiting for the policies to pop up here hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] So, um, it's not populating a policy. I can, yeah, I can search with your social if you like.
[CUSTOMER][NEUTRAL] OK. Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, hold on one moment, let me try that way.
[AGENT][NEUTRAL] OK, I had to go out of the system and back in, so it's coming up now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Wait a minute, it might be our system. Hold on one second, our systems may be down. Hold on one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you so much for holding. Can you spell your last name for me, and is your first name [PII] or [PII]?
[CUSTOMER][NEUTRAL] Is [PII]
[AGENT][NEUTRAL] Oh, can, can you, I'm sorry.
[CUSTOMER][NEUTRAL] And last
[CUSTOMER][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] All right, thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey,
[AGENT][NEUTRAL] OK, his last name is [PII] I can't pull anything.
[AGENT][NEUTRAL] PPS. First name [PII].
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Alright, thank you. I just saw [PII]'s message too. Thank you.
[AGENT][POSITIVE] Alright, thank you. Bye-bye.
[AGENT][NEUTRAL] OK, hello, Mr. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thanks so much for holding. So we did find the policy for you. Um, I just need to verify your date of birth and then the mailing address on file.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[AGENT][POSITIVE] Thank you. And the mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. So I'm showing the policy is no longer active. It was effective from [PII].
[CUSTOMER][NEUTRAL] OK, then, uh.
[CUSTOMER][NEGATIVE] It has expired.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that's why I'm doing this because I'm getting old enough to expire myself.
[AGENT][NEUTRAL] Oh Lord.
[AGENT][NEUTRAL] I wasn't expecting you to say that.
[CUSTOMER][NEUTRAL] OK, well that's all I need.
[AGENT][POSITIVE] All right, well, thank you so much for calling ACL. I hope you have a great day.
[CUSTOMER][POSITIVE] All right you too thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.