AccountId: 011433970860
ContactId: fd7febff-a346-4351-90e5-c7d9d52e8e39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158529 ms
Total Talk Time (AGENT): 73532 ms
Total Talk Time (CUSTOMER): 55368 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/fd7febff-a346-4351-90e5-c7d9d52e8e39_20250113T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII]. I got uh, I left my job, the other job and trying to figure out how can I keep my insurance.
[AGENT][NEUTRAL] OK, you wanna try to continue your policy?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, uh we could see if we can help you with that, [PII]. um, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] 02454757
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick, [PII]. uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your uh mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, perfect. The last thing I need is the email address that we've got on file for you please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK perfect thank you so much for verifying that information [PII] bear with me just a moment um I think.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That you might have to
[AGENT][NEUTRAL] Call Universal tracking to continue this policy. Bear with me just a moment, let me make sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, so I can give you that phone number and then I can transfer you if you'd like.
[CUSTOMER][NEUTRAL] Yeah, transfer me, yes.
[AGENT][NEUTRAL] OK, um, I'd like to go ahead and give you the phone number if you don't mind just in case there's a disconnect unless you prefer I didn't, that's completely up to you.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah, you can give it to me.
[AGENT][NEUTRAL] OK, are you ready for it now?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Alrighty it is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty, and I'll go ahead and put you on a hold while I get them on the line for you. Thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.