AccountId: 011433970860
ContactId: ff3e41b5-b042-4b80-a400-c71c4ad1f32d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192380 ms
Total Talk Time (AGENT): 100019 ms
Total Talk Time (CUSTOMER): 101906 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/ff3e41b5-b042-4b80-a400-c71c4ad1f32d_20250116T14:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. With whom am I speaking how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with the insurance commissioner's office in [PII] and I'm looking to speak to [PII], please.
[AGENT][NEUTRAL] OK, Ms. [PII], thank you. And I just have to get this information from you. Um I think I spoke to you the other day. Your last name is [PII] And what's a good callback number for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yep, correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] It is area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and let's see here and this is regarding the member by the name of.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, her last name is [PII]
[AGENT][NEUTRAL] Thank you for that information and you don't, do you have a policy number for her? or?
[CUSTOMER][NEUTRAL] I don't know, no, I have our file number but I don't have a specific policy number.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] OK, alright, I think I have it, just give me one moment.
[CUSTOMER][POSITIVE] OK, yeah, no problem.
[AGENT][NEUTRAL] So you verified her name, verify her date of birth, do you have her date of birth?
[CUSTOMER][NEUTRAL] Oh, I don't know if I do. Bear with me here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] No, I do not have her date of birth. I may have a policy num I maybe I have a certificate number. Hang on here one second.
[AGENT][POSITIVE] OK, all right, no worries.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] See if I can zoom in on this, um, how about 02433073 maybe?
[AGENT][NEUTRAL] Yeah, that's her policy that's her policy number. Do you happen to have an address for her an address?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. OK, so when you call in, um, and we ask for a policy number, just get that certificate number 24433073, and we always have to verify two pieces of uh information so I'm sorry for delaying you to try to get you to who you need to speak to, but that's our company policy and unfortunately [PII] is out for the day so I'm going to send her a message to return a call to you was she able to talk to you on yesterday or y'all missed each other?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, actually we connected yesterday, um, and then she, um, contacted me after I had left for the evening. She needs to give me a password in order to get into the email that she sent me, so I'm just looking for that password.
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK, so what I'm gonna do is send her an email and I'm looking, it looks like she's out of the office today.
[AGENT][NEUTRAL] So I will send her an email and as soon as she gets in she'll uh send you that information. Is there anything else I can help you with today, Miss Miss. No?
[CUSTOMER][POSITIVE] OK, OK, no worries.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That, that is it. Thank you again so much.
[AGENT][POSITIVE] You're welcome. You have an awesome rest of your day and take care. Bye bye.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][POSITIVE] Thanks for calling ATO mhm