diff --git "a/data/calls.csv" "b/data/calls.csv"
--- "a/data/calls.csv"
+++ "b/data/calls.csv"
@@ -1999,17949 +1999,3 @@ id,call_timestamp,caller_phone,ivr_path,ivr_label,agent_id,skill_group,hold_time
 1998,2024-02-07 15:20:25,14477006378,2,Billing & Payments,8,billing,0,4.4,Request ID cards,follow_up_needed,Resolved on first call,5.0,False
 1999,2024-02-07 15:29:04,14868589593,4,New Quote,6,general,123,10.5,Request proof of insurance,follow_up_needed,"Information provided, no action needed",2.0,False
 2000,2024-02-07 15:29:34,13604578827,2,Billing & Payments,8,billing,249,2.3,Update payment method,resolved,Resolved on first call,4.0,True
-2001,2024-02-07 15:35:11,12152617976,0,Speak to Agent,5,general,268,8.0,Claim status inquiry,resolved,Customer requested manager,4.0,True
-2002,2024-02-07 15:41:27,13319664486,2,Billing & Payments,8,billing,0,5.8,Inquire about premium increase,transferred,Customer requested manager,5.0,False
-2003,2024-02-07 15:53:26,14387539249,3,Policy Changes,6,general,200,9.4,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-2004,2024-02-07 16:12:51,12821413938,0,Speak to Agent,6,general,186,6.7,Update address,resolved,Customer requested manager,4.0,True
-2005,2024-02-07 16:20:15,13122671219,3,Policy Changes,5,general,258,1.9,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-2006,2024-02-07 17:13:25,12724459039,0,Speak to Agent,5,general,122,4.5,Filing new auto claim,follow_up_needed,"Information provided, no action needed",4.0,False
-2007,2024-02-07 17:13:32,18163396814,4,New Quote,5,general,137,7.8,Filing new auto claim,resolved,Customer disconnected before resolution,3.0,True
-2008,2024-02-07 17:14:19,12635529410,4,New Quote,6,general,156,4.6,Update payment method,follow_up_needed,Resolved on first call,3.0,False
-2009,2024-02-07 17:58:18,13603022548,1,Claims,1,claims,147,7.8,Report accident,resolved,Escalated to claims adjuster,4.0,True
-2010,2024-02-07 18:07:10,14287946170,4,New Quote,5,general,87,6.1,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-2011,2024-02-07 18:19:02,16281851809,2,Billing & Payments,3,billing,123,0.0,Complaint about service,abandoned,Customer abandoned,,False
-2012,2024-02-07 18:34:10,16059880851,3,Policy Changes,6,general,115,6.4,General coverage question,resolved,Payment processed successfully,2.0,True
-2013,2024-02-07 18:39:06,19318454857,2,Billing & Payments,8,billing,16,3.4,Remove vehicle from policy,resolved,Transferred to supervisor,5.0,True
-2014,2024-02-07 18:39:08,19306507846,1,Claims,2,claims,191,10.1,Request proof of insurance,resolved,Policy updated per customer request,3.0,True
-2015,2024-02-07 18:41:14,13305741253,2,Billing & Payments,4,billing,75,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-2016,2024-02-07 18:50:17,14070685097,3,Policy Changes,5,general,134,5.0,Dispute claim denial,follow_up_needed,Customer disconnected before resolution,3.0,False
-2017,2024-02-07 18:51:47,18377287267,0,Speak to Agent,5,general,132,6.1,Remove vehicle from policy,resolved,"Information provided, no action needed",5.0,True
-2018,2024-02-08 07:01:05,19536390403,3,Policy Changes,6,general,0,6.0,Claim status inquiry,follow_up_needed,"Information provided, no action needed",3.0,False
-2019,2024-02-08 07:10:13,15449911420,1,Claims,2,claims,265,0.0,General coverage question,abandoned,Customer abandoned,,False
-2020,2024-02-08 07:15:06,17837591863,0,Speak to Agent,6,general,0,0.0,Payment not processed,abandoned,Customer abandoned,,False
-2021,2024-02-08 07:24:20,18516404360,2,Billing & Payments,8,billing,121,5.9,Add driver to policy,resolved,Payment processed successfully,3.0,True
-2022,2024-02-08 07:36:17,13774123098,2,Billing & Payments,8,billing,254,5.2,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-2023,2024-02-08 08:20:17,12349078652,1,Claims,7,claims,67,4.8,Reinstate lapsed policy,transferred,"Information provided, no action needed",3.0,False
-2024,2024-02-08 08:40:53,12043438673,0,Speak to Agent,5,general,56,4.7,Complaint about service,follow_up_needed,Resolved on first call,4.0,False
-2025,2024-02-08 09:12:57,13466413432,4,New Quote,6,general,178,12.2,Payment not processed,resolved,Callback scheduled for tomorrow,4.0,True
-2026,2024-02-08 09:16:50,12059722280,4,New Quote,5,general,228,3.0,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-2027,2024-02-08 09:23:49,15144147201,0,Speak to Agent,6,general,145,11.4,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-2028,2024-02-08 09:28:17,15351083992,4,New Quote,6,general,251,8.3,Update payment method,resolved,Escalated to claims adjuster,3.0,True
-2029,2024-02-08 09:31:38,13913762582,2,Billing & Payments,8,billing,116,8.2,Update address,resolved,Payment processed successfully,3.0,True
-2030,2024-02-08 09:41:24,18826489443,0,Speak to Agent,6,general,273,7.7,Payment not processed,resolved,Customer disconnected before resolution,5.0,True
-2031,2024-02-08 09:45:53,12784059284,1,Claims,2,claims,348,9.1,Payment not processed,follow_up_needed,Escalated to claims adjuster,4.0,False
-2032,2024-02-08 10:07:39,17545884119,2,Billing & Payments,8,billing,0,3.0,Update payment method,resolved,"Claim filed, reference number provided",3.0,True
-2033,2024-02-08 10:36:22,17543885597,0,Speak to Agent,5,general,0,4.8,Ask about discounts,resolved,Callback scheduled for tomorrow,3.0,True
-2034,2024-02-08 11:03:06,15130297359,3,Policy Changes,5,general,167,3.2,Request proof of insurance,resolved,Customer requested manager,2.0,True
-2035,2024-02-08 11:16:29,18665192124,2,Billing & Payments,3,billing,89,0.8,Ask about discounts,resolved,"Information provided, no action needed",3.0,True
-2036,2024-02-08 11:19:50,13723214048,4,New Quote,6,general,132,8.9,Cancel policy,resolved,"Claim filed, reference number provided",2.0,True
-2037,2024-02-08 11:28:08,12308487519,4,New Quote,5,general,119,8.4,Request ID cards,resolved,Resolved on first call,4.0,True
-2038,2024-02-08 11:43:22,15795007823,4,New Quote,6,general,63,14.6,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-2039,2024-02-08 11:52:32,16668015498,2,Billing & Payments,4,billing,154,2.7,General coverage question,follow_up_needed,Resolved on first call,4.0,False
-2040,2024-02-08 11:53:07,16744751855,4,New Quote,5,general,123,5.3,General coverage question,resolved,"Claim filed, reference number provided",3.0,True
-2041,2024-02-08 11:55:32,13575889322,1,Claims,2,claims,75,6.9,Ask about deductible,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-2042,2024-02-08 11:57:20,15531862634,2,Billing & Payments,4,billing,0,7.5,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-2043,2024-02-08 12:09:44,13073645013,3,Policy Changes,5,general,1,6.2,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,3.0,False
-2044,2024-02-08 12:15:45,17734957893,4,New Quote,5,general,36,6.1,Ask about discounts,transferred,"Claim filed, reference number provided",3.0,False
-2045,2024-02-08 12:45:23,14114578472,1,Claims,2,claims,53,3.5,Ask about deductible,resolved,Customer requested manager,5.0,True
-2046,2024-02-08 13:18:32,16240055917,2,Billing & Payments,8,billing,141,4.9,Report accident,resolved,Payment processed successfully,3.0,True
-2047,2024-02-08 13:21:05,13918270779,3,Policy Changes,6,general,90,6.9,Request proof of insurance,follow_up_needed,"Information provided, no action needed",2.0,False
-2048,2024-02-08 13:39:18,16520750034,0,Speak to Agent,6,general,81,8.4,Remove vehicle from policy,resolved,Transferred to supervisor,4.0,True
-2049,2024-02-08 14:07:25,19451117198,3,Policy Changes,5,general,249,8.4,Request ID cards,resolved,Callback scheduled for tomorrow,5.0,True
-2050,2024-02-08 14:08:16,16214174375,3,Policy Changes,5,general,31,0.0,Update address,abandoned,Customer abandoned,,False
-2051,2024-02-08 14:25:18,12166815957,3,Policy Changes,5,general,290,7.8,Dispute claim denial,resolved,Policy updated per customer request,3.0,True
-2052,2024-02-08 14:32:52,18839891655,2,Billing & Payments,4,billing,117,9.0,Complaint about service,resolved,"Information provided, no action needed",5.0,True
-2053,2024-02-08 14:47:40,12401475675,0,Speak to Agent,5,general,153,1.9,Request proof of insurance,resolved,Policy updated per customer request,5.0,True
-2054,2024-02-08 14:59:56,15825070686,3,Policy Changes,6,general,119,9.8,Ask about deductible,resolved,Resolved on first call,3.0,True
-2055,2024-02-08 15:06:00,19085995756,4,New Quote,5,general,297,5.6,Report accident,transferred,Policy updated per customer request,4.0,False
-2056,2024-02-08 15:53:30,19603551861,1,Claims,2,claims,238,7.3,Claim status inquiry,follow_up_needed,Resolved on first call,3.0,False
-2057,2024-02-08 15:54:33,15238299577,0,Speak to Agent,6,general,151,11.7,Cancel policy,resolved,Payment processed successfully,2.0,True
-2058,2024-02-08 16:10:55,15963669935,1,Claims,1,claims,139,7.6,Remove vehicle from policy,resolved,Transferred to supervisor,5.0,True
-2059,2024-02-08 16:13:38,16882136619,4,New Quote,6,general,0,7.1,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-2060,2024-02-08 16:16:05,17566931819,2,Billing & Payments,3,billing,32,9.6,Cancel policy,resolved,Escalated to claims adjuster,2.0,True
-2061,2024-02-08 16:21:16,13897413769,3,Policy Changes,6,general,233,8.3,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-2062,2024-02-08 16:35:24,12693948749,1,Claims,1,claims,136,7.2,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-2063,2024-02-08 16:38:22,12939084899,1,Claims,7,claims,9,4.3,Claim status inquiry,resolved,Payment processed successfully,5.0,True
-2064,2024-02-08 17:09:37,19240704103,2,Billing & Payments,4,billing,49,0.0,Complaint about service,abandoned,Customer abandoned,,False
-2065,2024-02-08 17:20:21,17915629956,3,Policy Changes,5,general,170,8.5,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",2.0,False
-2066,2024-02-08 17:38:46,18136952332,2,Billing & Payments,8,billing,159,2.1,Complaint about service,resolved,Resolved on first call,3.0,True
-2067,2024-02-08 17:41:59,13502674805,2,Billing & Payments,8,billing,0,2.2,Dispute claim denial,resolved,Resolved on first call,3.0,True
-2068,2024-02-08 17:44:48,16342475860,2,Billing & Payments,4,billing,302,8.2,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,5.0,True
-2069,2024-02-08 17:57:57,19086891471,1,Claims,2,claims,128,7.3,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-2070,2024-02-08 18:51:29,19732431256,4,New Quote,6,general,143,7.1,Reinstate lapsed policy,resolved,Policy updated per customer request,4.0,True
-2071,2024-02-09 07:09:26,17119493498,4,New Quote,5,general,144,8.4,Dispute claim denial,follow_up_needed,Payment processed successfully,4.0,False
-2072,2024-02-09 07:18:28,16373655362,3,Policy Changes,6,general,105,6.1,Change coverage level,follow_up_needed,Escalated to claims adjuster,4.0,False
-2073,2024-02-09 07:26:40,15215084576,1,Claims,7,claims,62,6.5,Update payment method,resolved,Payment processed successfully,4.0,True
-2074,2024-02-09 07:29:13,16974310979,0,Speak to Agent,5,general,258,5.1,Update payment method,resolved,"Information provided, no action needed",3.0,True
-2075,2024-02-09 07:45:04,13351507937,0,Speak to Agent,5,general,45,4.5,Complaint about service,resolved,Resolved on first call,4.0,True
-2076,2024-02-09 08:26:13,16722006851,1,Claims,1,claims,271,5.9,Claim status inquiry,resolved,Resolved on first call,3.0,True
-2077,2024-02-09 08:34:04,12173299585,0,Speak to Agent,6,general,202,9.5,Filing new auto claim,resolved,"Information provided, no action needed",3.0,True
-2078,2024-02-09 08:53:31,14366308703,3,Policy Changes,6,general,261,5.8,Cancel policy,resolved,Resolved on first call,4.0,True
-2079,2024-02-09 09:20:17,15479824675,4,New Quote,6,general,176,7.7,Add driver to policy,follow_up_needed,"Information provided, no action needed",4.0,False
-2080,2024-02-09 09:33:28,15030956190,3,Policy Changes,5,general,234,12.7,Change coverage level,resolved,Escalated to claims adjuster,3.0,True
-2081,2024-02-09 09:58:02,17473215495,3,Policy Changes,5,general,134,8.6,Filing new auto claim,resolved,Customer requested manager,3.0,True
-2082,2024-02-09 10:01:32,19678879888,3,Policy Changes,5,general,25,3.1,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-2083,2024-02-09 10:03:35,14318430854,1,Claims,1,claims,150,8.0,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-2084,2024-02-09 10:29:09,15394871046,0,Speak to Agent,5,general,85,3.3,Change coverage level,resolved,"Information provided, no action needed",3.0,True
-2085,2024-02-09 10:31:56,14026923596,2,Billing & Payments,4,billing,80,6.4,Dispute claim denial,resolved,Resolved on first call,4.0,True
-2086,2024-02-09 10:36:27,17997863039,4,New Quote,5,general,133,7.3,Report accident,resolved,"Claim filed, reference number provided",5.0,True
-2087,2024-02-09 10:54:34,16655102482,1,Claims,7,claims,212,9.7,Remove vehicle from policy,follow_up_needed,Policy updated per customer request,3.0,False
-2088,2024-02-09 10:55:12,16924451049,1,Claims,7,claims,138,10.9,Inquire about premium increase,resolved,Callback scheduled for tomorrow,4.0,True
-2089,2024-02-09 10:59:58,18900636174,4,New Quote,5,general,45,2.7,Inquire about premium increase,resolved,Callback scheduled for tomorrow,4.0,True
-2090,2024-02-09 11:03:16,18736266179,4,New Quote,6,general,154,3.5,Remove vehicle from policy,resolved,Policy updated per customer request,3.0,True
-2091,2024-02-09 11:08:13,13916029735,2,Billing & Payments,3,billing,243,6.8,General coverage question,follow_up_needed,Customer disconnected before resolution,2.0,False
-2092,2024-02-09 11:10:30,17902167712,3,Policy Changes,6,general,202,11.5,Remove vehicle from policy,follow_up_needed,Policy updated per customer request,4.0,False
-2093,2024-02-09 11:18:14,13917756987,2,Billing & Payments,3,billing,207,0.5,Filing new auto claim,follow_up_needed,Escalated to claims adjuster,3.0,False
-2094,2024-02-09 11:18:56,12330601346,2,Billing & Payments,8,billing,269,6.2,Complaint about service,resolved,Transferred to supervisor,4.0,True
-2095,2024-02-09 11:24:28,15395977632,4,New Quote,6,general,170,0.0,Update payment method,abandoned,Customer abandoned,,False
-2096,2024-02-09 11:26:02,15046672729,1,Claims,1,claims,40,0.0,Report accident,abandoned,Customer abandoned,,False
-2097,2024-02-09 12:05:04,15280949266,3,Policy Changes,6,general,329,8.8,Inquire about premium increase,transferred,"Claim filed, reference number provided",2.0,False
-2098,2024-02-09 12:22:49,12317176829,3,Policy Changes,6,general,119,8.8,Ask about deductible,resolved,Resolved on first call,5.0,True
-2099,2024-02-09 12:56:00,18305722818,0,Speak to Agent,6,general,107,8.0,Ask about discounts,resolved,Resolved on first call,5.0,True
-2100,2024-02-09 13:06:13,18937531139,1,Claims,1,claims,124,7.6,Ask about deductible,transferred,"Claim filed, reference number provided",2.0,False
-2101,2024-02-09 13:13:07,15822861890,2,Billing & Payments,3,billing,28,3.2,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,5.0,False
-2102,2024-02-09 13:38:57,18307652956,0,Speak to Agent,5,general,80,10.4,Update address,transferred,Customer disconnected before resolution,5.0,False
-2103,2024-02-09 13:55:28,18172772457,2,Billing & Payments,4,billing,34,6.9,Report accident,resolved,Transferred to supervisor,3.0,True
-2104,2024-02-09 13:57:12,18694038055,4,New Quote,6,general,133,10.5,Ask about deductible,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-2105,2024-02-09 14:05:18,13787135369,0,Speak to Agent,6,general,195,7.7,Filing new auto claim,resolved,Customer disconnected before resolution,3.0,True
-2106,2024-02-09 14:08:47,13414087381,1,Claims,1,claims,10,5.1,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-2107,2024-02-09 14:48:16,17835345970,4,New Quote,6,general,156,10.6,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-2108,2024-02-09 15:11:36,19782501293,0,Speak to Agent,5,general,154,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-2109,2024-02-09 15:14:11,19562374429,0,Speak to Agent,6,general,99,12.6,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-2110,2024-02-09 15:57:00,13344348250,1,Claims,7,claims,368,7.2,Change coverage level,transferred,Policy updated per customer request,2.0,False
-2111,2024-02-09 16:00:39,19707567091,2,Billing & Payments,8,billing,124,6.6,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-2112,2024-02-09 16:35:48,15370927624,0,Speak to Agent,6,general,210,5.6,Change coverage level,resolved,Resolved on first call,3.0,True
-2113,2024-02-09 16:37:20,15138369469,1,Claims,2,claims,20,4.9,Request proof of insurance,resolved,Customer requested manager,5.0,True
-2114,2024-02-09 16:41:34,18833810807,1,Claims,1,claims,170,10.6,Report accident,resolved,"Claim filed, reference number provided",5.0,True
-2115,2024-02-09 16:44:18,12373237926,3,Policy Changes,6,general,32,8.0,Request proof of insurance,resolved,"Information provided, no action needed",4.0,True
-2116,2024-02-09 17:17:51,15826221603,2,Billing & Payments,4,billing,23,6.8,Change coverage level,resolved,Customer disconnected before resolution,5.0,True
-2117,2024-02-09 17:52:38,14752324186,0,Speak to Agent,5,general,0,1.6,Complaint about service,resolved,Escalated to claims adjuster,2.0,True
-2118,2024-02-09 17:53:40,17719361586,4,New Quote,5,general,160,2.3,Update payment method,follow_up_needed,"Information provided, no action needed",3.0,False
-2119,2024-02-09 18:03:45,15212669301,4,New Quote,5,general,118,4.7,Dispute claim denial,transferred,Payment processed successfully,2.0,False
-2120,2024-02-09 18:27:17,17581672254,2,Billing & Payments,3,billing,182,5.9,Dispute claim denial,resolved,Policy updated per customer request,4.0,True
-2121,2024-02-09 18:40:10,12310250058,2,Billing & Payments,8,billing,84,4.5,Change coverage level,follow_up_needed,Transferred to supervisor,4.0,False
-2122,2024-02-10 09:31:47,19796952814,3,Policy Changes,6,general,58,10.8,Reinstate lapsed policy,resolved,Escalated to claims adjuster,3.0,True
-2123,2024-02-10 09:38:41,19863195767,1,Claims,1,claims,153,0.0,Request ID cards,abandoned,Customer abandoned,,False
-2124,2024-02-10 09:38:52,19114386477,4,New Quote,6,general,146,7.2,Payment not processed,follow_up_needed,Payment processed successfully,4.0,False
-2125,2024-02-10 09:44:03,17001217119,2,Billing & Payments,8,billing,135,2.2,Claim status inquiry,resolved,Customer disconnected before resolution,3.0,True
-2126,2024-02-10 09:49:41,19503615179,3,Policy Changes,6,general,250,4.4,Update address,follow_up_needed,Payment processed successfully,3.0,False
-2127,2024-02-10 10:21:57,12616725672,3,Policy Changes,5,general,268,2.5,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,2.0,False
-2128,2024-02-10 10:37:15,18436924950,3,Policy Changes,5,general,137,6.4,Update payment method,follow_up_needed,Escalated to claims adjuster,2.0,False
-2129,2024-02-10 10:52:05,12893576634,4,New Quote,6,general,26,7.0,Complaint about service,resolved,Escalated to claims adjuster,5.0,True
-2130,2024-02-10 10:54:27,18529055715,1,Claims,7,claims,14,1.9,Add driver to policy,resolved,Callback scheduled for tomorrow,3.0,True
-2131,2024-02-10 10:54:57,12900451395,0,Speak to Agent,6,general,154,0.0,General coverage question,abandoned,Customer abandoned,,False
-2132,2024-02-10 11:11:49,14905471156,1,Claims,7,claims,273,8.1,Change coverage level,resolved,Escalated to claims adjuster,2.0,True
-2133,2024-02-10 11:17:42,14064735312,1,Claims,1,claims,0,5.3,Change coverage level,follow_up_needed,Customer requested manager,4.0,False
-2134,2024-02-10 11:22:33,12988026109,0,Speak to Agent,5,general,118,5.5,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-2135,2024-02-10 11:26:48,16935467766,2,Billing & Payments,4,billing,73,0.0,Cancel policy,abandoned,Customer abandoned,,False
-2136,2024-02-10 11:29:35,15073103765,0,Speak to Agent,5,general,196,2.7,Payment not processed,resolved,Policy updated per customer request,3.0,True
-2137,2024-02-10 11:32:34,18004318357,4,New Quote,6,general,225,6.0,Request proof of insurance,resolved,"Information provided, no action needed",4.0,True
-2138,2024-02-10 11:35:34,16582010331,3,Policy Changes,5,general,52,5.1,Claim status inquiry,transferred,Customer requested manager,3.0,False
-2139,2024-02-10 11:37:18,17912113804,0,Speak to Agent,5,general,28,6.3,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-2140,2024-02-10 11:38:43,13271679682,4,New Quote,5,general,209,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-2141,2024-02-10 11:52:30,12276262474,4,New Quote,6,general,24,10.6,Filing new auto claim,follow_up_needed,Customer disconnected before resolution,3.0,False
-2142,2024-02-10 12:07:14,12505629052,3,Policy Changes,5,general,137,3.9,Report accident,resolved,Transferred to supervisor,4.0,True
-2143,2024-02-10 12:15:15,14664403053,3,Policy Changes,6,general,0,4.9,Request payment plan,follow_up_needed,Customer disconnected before resolution,3.0,False
-2144,2024-02-10 12:46:54,14435732211,1,Claims,7,claims,20,0.0,Change coverage level,abandoned,Customer abandoned,,False
-2145,2024-02-10 12:52:42,13063854258,4,New Quote,5,general,65,4.6,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-2146,2024-02-10 12:57:14,19996284040,3,Policy Changes,5,general,8,4.3,Update address,resolved,"Claim filed, reference number provided",4.0,True
-2147,2024-02-12 07:24:30,19333560623,4,New Quote,6,general,96,7.6,Dispute claim denial,resolved,Callback scheduled for tomorrow,2.0,True
-2148,2024-02-12 07:28:35,12041564215,2,Billing & Payments,8,billing,156,5.9,General coverage question,resolved,Escalated to claims adjuster,4.0,True
-2149,2024-02-12 07:28:51,19622588194,2,Billing & Payments,4,billing,92,6.2,Dispute claim denial,resolved,Payment processed successfully,4.0,True
-2150,2024-02-12 07:29:00,12849437278,3,Policy Changes,5,general,149,3.2,Claim status inquiry,resolved,Customer requested manager,5.0,True
-2151,2024-02-12 07:30:17,19386813164,0,Speak to Agent,6,general,110,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-2152,2024-02-12 07:32:42,16490619396,1,Claims,7,claims,235,7.4,Cancel policy,resolved,Payment processed successfully,3.0,True
-2153,2024-02-12 07:33:18,15378188732,3,Policy Changes,6,general,43,8.4,Dispute claim denial,resolved,Customer requested manager,5.0,True
-2154,2024-02-12 07:49:58,15619740237,0,Speak to Agent,6,general,148,7.2,Ask about deductible,resolved,Resolved on first call,4.0,True
-2155,2024-02-12 07:50:11,16961184823,4,New Quote,5,general,185,1.9,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-2156,2024-02-12 08:13:17,13059003160,1,Claims,2,claims,185,10.2,Filing new auto claim,follow_up_needed,Resolved on first call,2.0,False
-2157,2024-02-12 08:19:49,14351184793,4,New Quote,6,general,139,10.3,Report accident,resolved,"Claim filed, reference number provided",3.0,True
-2158,2024-02-12 08:33:02,16563725179,1,Claims,2,claims,216,5.7,Payment not processed,resolved,Customer disconnected before resolution,3.0,True
-2159,2024-02-12 08:44:19,12066411593,0,Speak to Agent,5,general,0,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-2160,2024-02-12 08:46:43,16834478706,4,New Quote,6,general,199,10.8,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,4.0,False
-2161,2024-02-12 08:52:18,18666621986,4,New Quote,6,general,63,8.8,Ask about discounts,follow_up_needed,Policy updated per customer request,2.0,False
-2162,2024-02-12 09:02:54,14713479934,4,New Quote,5,general,149,2.2,Add driver to policy,transferred,"Claim filed, reference number provided",1.0,False
-2163,2024-02-12 09:10:54,18271174134,4,New Quote,6,general,243,4.5,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-2164,2024-02-12 09:13:56,15470664364,4,New Quote,6,general,3,7.6,Add driver to policy,transferred,Payment processed successfully,4.0,False
-2165,2024-02-12 09:19:55,12673977701,0,Speak to Agent,5,general,58,5.8,Dispute claim denial,resolved,Customer requested manager,4.0,True
-2166,2024-02-12 09:20:49,13387631334,1,Claims,2,claims,216,8.9,Request proof of insurance,follow_up_needed,Resolved on first call,4.0,False
-2167,2024-02-12 09:40:42,14093879039,1,Claims,2,claims,147,6.3,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-2168,2024-02-12 09:44:18,17147444787,4,New Quote,6,general,17,7.2,Request proof of insurance,resolved,Policy updated per customer request,4.0,True
-2169,2024-02-12 09:49:30,15452032151,0,Speak to Agent,5,general,28,8.5,Update payment method,transferred,Payment processed successfully,3.0,False
-2170,2024-02-12 09:53:57,18323350230,3,Policy Changes,5,general,192,8.1,Reinstate lapsed policy,follow_up_needed,Customer requested manager,4.0,False
-2171,2024-02-12 09:56:53,19001211160,3,Policy Changes,5,general,135,12.0,Claim status inquiry,follow_up_needed,"Claim filed, reference number provided",4.0,False
-2172,2024-02-12 10:00:04,17454216386,1,Claims,7,claims,225,3.0,Ask about deductible,resolved,Customer requested manager,3.0,True
-2173,2024-02-12 10:05:34,14237685946,2,Billing & Payments,8,billing,0,2.6,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-2174,2024-02-12 10:06:16,14677334601,0,Speak to Agent,5,general,115,2.5,Request proof of insurance,transferred,Transferred to supervisor,2.0,False
-2175,2024-02-12 10:08:12,12383484621,3,Policy Changes,6,general,138,7.5,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-2176,2024-02-12 10:13:26,13883364544,0,Speak to Agent,5,general,0,3.4,Ask about discounts,resolved,Resolved on first call,4.0,True
-2177,2024-02-12 10:13:58,15342981356,4,New Quote,5,general,64,3.1,Claim status inquiry,follow_up_needed,Policy updated per customer request,4.0,False
-2178,2024-02-12 10:18:41,13286765488,1,Claims,2,claims,216,5.9,Request payment plan,resolved,"Claim filed, reference number provided",5.0,True
-2179,2024-02-12 10:22:30,14063904515,2,Billing & Payments,8,billing,134,8.0,Add driver to policy,resolved,"Information provided, no action needed",5.0,True
-2180,2024-02-12 10:24:18,18675219812,0,Speak to Agent,5,general,109,3.8,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-2181,2024-02-12 10:25:52,15287788183,0,Speak to Agent,5,general,46,6.4,Ask about discounts,resolved,Payment processed successfully,5.0,True
-2182,2024-02-12 10:28:56,12907643745,4,New Quote,5,general,36,5.9,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-2183,2024-02-12 10:33:59,18959958175,0,Speak to Agent,5,general,39,3.8,Add driver to policy,resolved,Escalated to claims adjuster,5.0,True
-2184,2024-02-12 10:35:42,14505286669,1,Claims,7,claims,149,5.5,Request payment plan,follow_up_needed,Payment processed successfully,3.0,False
-2185,2024-02-12 10:50:26,16213047465,2,Billing & Payments,8,billing,0,1.3,Report accident,resolved,Customer requested manager,3.0,True
-2186,2024-02-12 10:51:31,17118164617,2,Billing & Payments,8,billing,181,5.1,Complaint about service,resolved,Customer requested manager,3.0,True
-2187,2024-02-12 11:03:35,17399785627,2,Billing & Payments,3,billing,70,3.3,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-2188,2024-02-12 11:05:00,14175935286,3,Policy Changes,5,general,91,0.9,Ask about deductible,follow_up_needed,Escalated to claims adjuster,3.0,False
-2189,2024-02-12 11:10:35,15087080988,1,Claims,7,claims,383,5.0,Dispute claim denial,transferred,Transferred to supervisor,3.0,False
-2190,2024-02-12 11:12:06,17853373071,1,Claims,2,claims,69,6.9,Dispute claim denial,transferred,Policy updated per customer request,4.0,False
-2191,2024-02-12 11:13:04,14785514499,3,Policy Changes,6,general,46,10.5,Change coverage level,transferred,Resolved on first call,3.0,False
-2192,2024-02-12 11:13:28,15269954405,2,Billing & Payments,4,billing,276,0.0,Complaint about service,abandoned,Customer abandoned,,False
-2193,2024-02-12 11:14:53,15097741836,3,Policy Changes,5,general,49,6.7,Inquire about premium increase,follow_up_needed,Customer requested manager,4.0,False
-2194,2024-02-12 11:16:29,15268800017,3,Policy Changes,6,general,200,11.7,Inquire about premium increase,follow_up_needed,Payment processed successfully,2.0,False
-2195,2024-02-12 12:01:09,12263023077,2,Billing & Payments,4,billing,97,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-2196,2024-02-12 12:43:05,12781694952,0,Speak to Agent,5,general,0,3.8,Complaint about service,resolved,"Information provided, no action needed",5.0,True
-2197,2024-02-12 12:57:00,12552291670,3,Policy Changes,6,general,249,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-2198,2024-02-12 13:33:02,17539689815,2,Billing & Payments,4,billing,227,7.4,Payment not processed,resolved,Customer requested manager,5.0,True
-2199,2024-02-12 13:33:48,13920196719,3,Policy Changes,5,general,79,3.6,Ask about discounts,resolved,Payment processed successfully,2.0,True
-2200,2024-02-12 13:35:57,16644706965,2,Billing & Payments,4,billing,121,4.8,Cancel policy,resolved,Customer requested manager,4.0,True
-2201,2024-02-12 13:36:39,15014751472,1,Claims,7,claims,144,10.2,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-2202,2024-02-12 13:40:29,12143447726,3,Policy Changes,6,general,124,7.9,Request payment plan,follow_up_needed,"Information provided, no action needed",4.0,False
-2203,2024-02-12 13:47:49,13387438917,1,Claims,1,claims,393,3.7,Payment not processed,resolved,Callback scheduled for tomorrow,3.0,True
-2204,2024-02-12 13:55:32,17240865234,1,Claims,7,claims,154,0.7,General coverage question,follow_up_needed,Policy updated per customer request,3.0,False
-2205,2024-02-12 13:59:35,19625707676,2,Billing & Payments,4,billing,87,3.3,Payment not processed,resolved,Escalated to claims adjuster,2.0,True
-2206,2024-02-12 14:03:29,16299636080,1,Claims,2,claims,148,7.3,Claim status inquiry,resolved,Resolved on first call,4.0,True
-2207,2024-02-12 14:23:05,17366275513,1,Claims,2,claims,139,10.6,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-2208,2024-02-12 14:27:29,16838297726,4,New Quote,6,general,129,14.3,Request ID cards,resolved,Escalated to claims adjuster,5.0,True
-2209,2024-02-12 14:30:34,18837621257,0,Speak to Agent,6,general,48,6.4,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-2210,2024-02-12 14:36:17,18353480270,2,Billing & Payments,3,billing,108,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-2211,2024-02-12 14:38:39,12445648519,3,Policy Changes,5,general,170,0.0,Complaint about service,abandoned,Customer abandoned,,False
-2212,2024-02-12 14:47:04,17931007223,2,Billing & Payments,4,billing,42,9.5,Ask about deductible,transferred,Escalated to claims adjuster,3.0,False
-2213,2024-02-12 14:48:53,19639236631,3,Policy Changes,6,general,55,1.9,Complaint about service,follow_up_needed,Customer disconnected before resolution,3.0,False
-2214,2024-02-12 14:50:53,14481070312,2,Billing & Payments,4,billing,309,7.8,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-2215,2024-02-12 14:54:14,16986952665,2,Billing & Payments,4,billing,144,11.6,Claim status inquiry,transferred,Resolved on first call,3.0,False
-2216,2024-02-12 14:54:49,19002845197,4,New Quote,5,general,105,3.3,Reinstate lapsed policy,resolved,Resolved on first call,4.0,True
-2217,2024-02-12 14:58:16,19590324317,0,Speak to Agent,5,general,71,2.6,Payment not processed,resolved,"Information provided, no action needed",3.0,True
-2218,2024-02-12 14:59:39,18190622503,1,Claims,1,claims,0,10.6,Request ID cards,resolved,"Claim filed, reference number provided",2.0,True
-2219,2024-02-12 15:15:39,13911735534,0,Speak to Agent,5,general,136,5.5,Update address,resolved,Customer disconnected before resolution,5.0,True
-2220,2024-02-12 15:17:15,12767036301,2,Billing & Payments,3,billing,0,6.8,General coverage question,resolved,Transferred to supervisor,2.0,True
-2221,2024-02-12 15:25:10,12890893216,4,New Quote,5,general,75,8.4,Report accident,resolved,Customer disconnected before resolution,3.0,True
-2222,2024-02-12 15:30:29,19958997959,0,Speak to Agent,5,general,290,4.5,Request payment plan,follow_up_needed,Customer requested manager,2.0,False
-2223,2024-02-12 15:38:19,18488776673,2,Billing & Payments,4,billing,165,4.4,General coverage question,resolved,Policy updated per customer request,4.0,True
-2224,2024-02-12 15:48:19,19191161954,4,New Quote,5,general,210,6.2,Request payment plan,resolved,Transferred to supervisor,4.0,True
-2225,2024-02-12 15:55:28,19978339607,1,Claims,2,claims,175,3.7,Filing new auto claim,follow_up_needed,Policy updated per customer request,3.0,False
-2226,2024-02-12 16:07:16,13956098585,2,Billing & Payments,4,billing,154,4.4,Inquire about premium increase,transferred,Payment processed successfully,5.0,False
-2227,2024-02-12 16:19:49,18437984540,0,Speak to Agent,6,general,148,9.7,Payment not processed,resolved,"Claim filed, reference number provided",4.0,True
-2228,2024-02-12 16:22:15,19155731110,2,Billing & Payments,8,billing,4,0.0,Change coverage level,abandoned,Customer abandoned,,False
-2229,2024-02-12 16:24:06,18470704300,1,Claims,7,claims,241,5.4,Add driver to policy,resolved,Resolved on first call,5.0,True
-2230,2024-02-12 16:29:14,13957146010,0,Speak to Agent,5,general,282,9.9,Payment not processed,resolved,Payment processed successfully,4.0,True
-2231,2024-02-12 16:30:11,17833307627,2,Billing & Payments,3,billing,225,3.7,General coverage question,resolved,Payment processed successfully,4.0,True
-2232,2024-02-12 16:42:16,18545475357,3,Policy Changes,5,general,141,7.1,Add driver to policy,resolved,Payment processed successfully,5.0,True
-2233,2024-02-12 16:45:02,18375614602,3,Policy Changes,6,general,116,5.0,Update payment method,transferred,Customer disconnected before resolution,4.0,False
-2234,2024-02-12 16:49:47,12567578525,1,Claims,1,claims,163,7.6,Complaint about service,follow_up_needed,Payment processed successfully,3.0,False
-2235,2024-02-12 16:50:03,12262118159,3,Policy Changes,6,general,147,8.5,Filing new auto claim,follow_up_needed,Customer disconnected before resolution,2.0,False
-2236,2024-02-12 16:52:34,19380948595,2,Billing & Payments,4,billing,188,8.3,Dispute claim denial,follow_up_needed,Payment processed successfully,5.0,False
-2237,2024-02-12 16:57:40,14610528944,4,New Quote,5,general,0,8.0,Complaint about service,follow_up_needed,Policy updated per customer request,3.0,False
-2238,2024-02-12 17:03:21,17730337067,2,Billing & Payments,3,billing,249,3.8,Reinstate lapsed policy,transferred,Resolved on first call,4.0,False
-2239,2024-02-12 17:09:54,14390923106,4,New Quote,5,general,124,5.0,Payment not processed,follow_up_needed,"Information provided, no action needed",3.0,False
-2240,2024-02-12 17:34:54,19787622558,2,Billing & Payments,3,billing,131,0.5,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-2241,2024-02-12 17:44:19,13847708435,3,Policy Changes,5,general,13,4.8,Inquire about premium increase,follow_up_needed,Customer requested manager,3.0,False
-2242,2024-02-12 17:44:34,13557045916,1,Claims,1,claims,95,0.0,Complaint about service,abandoned,Customer abandoned,,False
-2243,2024-02-12 17:47:31,13850056764,2,Billing & Payments,8,billing,10,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-2244,2024-02-12 18:02:23,19413970057,0,Speak to Agent,6,general,4,3.2,Ask about deductible,transferred,"Claim filed, reference number provided",3.0,False
-2245,2024-02-12 18:05:06,14006113157,1,Claims,2,claims,308,2.8,Dispute claim denial,resolved,Resolved on first call,5.0,True
-2246,2024-02-12 18:10:33,19944893567,1,Claims,1,claims,148,3.4,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-2247,2024-02-12 18:26:57,16505836973,0,Speak to Agent,5,general,131,2.8,Claim status inquiry,resolved,Payment processed successfully,5.0,True
-2248,2024-02-12 18:27:27,16382416744,3,Policy Changes,5,general,264,7.8,Update payment method,resolved,Transferred to supervisor,1.0,True
-2249,2024-02-12 18:27:55,15995801152,3,Policy Changes,6,general,132,0.0,Update address,abandoned,Customer abandoned,,False
-2250,2024-02-12 18:31:26,12461682672,4,New Quote,6,general,108,0.0,Update address,abandoned,Customer abandoned,,False
-2251,2024-02-13 07:12:18,15735275958,4,New Quote,5,general,97,5.4,Filing new auto claim,resolved,Payment processed successfully,4.0,True
-2252,2024-02-13 07:24:35,13636902168,4,New Quote,6,general,66,8.0,Cancel policy,follow_up_needed,"Claim filed, reference number provided",5.0,False
-2253,2024-02-13 07:31:19,15672198688,3,Policy Changes,5,general,128,1.7,Request payment plan,resolved,Customer requested manager,4.0,True
-2254,2024-02-13 07:33:14,14429839918,1,Claims,2,claims,166,6.7,Ask about deductible,resolved,Callback scheduled for tomorrow,3.0,True
-2255,2024-02-13 07:48:13,19390394331,1,Claims,1,claims,28,7.0,Update payment method,follow_up_needed,"Claim filed, reference number provided",3.0,False
-2256,2024-02-13 08:15:10,12336787982,1,Claims,2,claims,86,8.2,Change coverage level,resolved,Resolved on first call,4.0,True
-2257,2024-02-13 08:24:22,18697603198,3,Policy Changes,6,general,248,14.1,Reinstate lapsed policy,follow_up_needed,Transferred to supervisor,5.0,False
-2258,2024-02-13 08:41:28,13927817951,2,Billing & Payments,8,billing,135,2.2,Request payment plan,resolved,Escalated to claims adjuster,5.0,True
-2259,2024-02-13 09:15:36,19792089114,4,New Quote,5,general,164,6.6,Ask about deductible,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-2260,2024-02-13 09:16:15,12799032161,4,New Quote,6,general,119,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-2261,2024-02-13 09:16:29,16326143381,0,Speak to Agent,5,general,94,2.8,Filing new auto claim,follow_up_needed,Escalated to claims adjuster,3.0,False
-2262,2024-02-13 09:17:28,15944003852,2,Billing & Payments,8,billing,113,9.1,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-2263,2024-02-13 09:27:18,16766945012,0,Speak to Agent,5,general,146,3.5,Complaint about service,resolved,Payment processed successfully,4.0,True
-2264,2024-02-13 09:39:22,16043181235,4,New Quote,5,general,119,3.1,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-2265,2024-02-13 09:49:29,18895044894,3,Policy Changes,5,general,112,9.4,Request payment plan,follow_up_needed,Escalated to claims adjuster,4.0,False
-2266,2024-02-13 10:22:59,13894417267,1,Claims,2,claims,272,9.8,Request payment plan,resolved,Policy updated per customer request,5.0,True
-2267,2024-02-13 10:23:00,14344649318,0,Speak to Agent,6,general,78,9.3,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-2268,2024-02-13 10:26:26,17076904104,4,New Quote,5,general,0,5.5,Filing new auto claim,resolved,Customer disconnected before resolution,5.0,True
-2269,2024-02-13 10:28:06,18687456330,1,Claims,7,claims,219,7.9,Request payment plan,resolved,"Claim filed, reference number provided",2.0,True
-2270,2024-02-13 10:33:19,12468117282,0,Speak to Agent,5,general,101,8.4,Update payment method,follow_up_needed,Customer disconnected before resolution,2.0,False
-2271,2024-02-13 10:39:51,14097257326,4,New Quote,6,general,196,0.0,Complaint about service,abandoned,Customer abandoned,,False
-2272,2024-02-13 10:41:45,17978023939,3,Policy Changes,5,general,0,3.1,Filing new auto claim,resolved,Resolved on first call,5.0,True
-2273,2024-02-13 10:42:59,18383617642,0,Speak to Agent,6,general,106,5.7,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-2274,2024-02-13 10:43:52,12320760078,1,Claims,1,claims,153,2.5,General coverage question,resolved,Customer requested manager,4.0,True
-2275,2024-02-13 11:00:57,17264519274,4,New Quote,6,general,81,8.6,Inquire about premium increase,follow_up_needed,Customer disconnected before resolution,3.0,False
-2276,2024-02-13 11:01:34,15846933621,4,New Quote,5,general,23,6.3,Ask about discounts,resolved,Customer requested manager,5.0,True
-2277,2024-02-13 11:07:19,16379016706,4,New Quote,6,general,126,10.0,Report accident,transferred,"Claim filed, reference number provided",1.0,False
-2278,2024-02-13 11:09:58,16548445247,3,Policy Changes,6,general,103,11.4,Filing new auto claim,resolved,Policy updated per customer request,5.0,True
-2279,2024-02-13 11:30:08,18250267742,1,Claims,1,claims,219,8.1,Remove vehicle from policy,resolved,Customer requested manager,4.0,True
-2280,2024-02-13 11:33:33,16216494202,2,Billing & Payments,4,billing,170,9.5,Ask about discounts,resolved,"Claim filed, reference number provided",3.0,True
-2281,2024-02-13 11:36:49,17946688101,3,Policy Changes,6,general,142,10.4,Ask about discounts,follow_up_needed,Escalated to claims adjuster,3.0,False
-2282,2024-02-13 11:47:07,19129870011,2,Billing & Payments,3,billing,63,4.9,Change coverage level,resolved,Policy updated per customer request,4.0,True
-2283,2024-02-13 11:51:26,12224090223,4,New Quote,6,general,106,8.8,Inquire about premium increase,follow_up_needed,Payment processed successfully,4.0,False
-2284,2024-02-13 12:00:50,18509252189,2,Billing & Payments,3,billing,332,2.1,Request proof of insurance,follow_up_needed,Customer disconnected before resolution,1.0,False
-2285,2024-02-13 12:23:36,14014814903,0,Speak to Agent,6,general,255,9.3,Report accident,resolved,"Information provided, no action needed",4.0,True
-2286,2024-02-13 12:27:20,13638304797,1,Claims,2,claims,86,9.6,General coverage question,resolved,"Claim filed, reference number provided",3.0,True
-2287,2024-02-13 12:37:51,19599677455,2,Billing & Payments,4,billing,159,8.5,Add driver to policy,resolved,Customer disconnected before resolution,5.0,True
-2288,2024-02-13 12:40:26,16419954389,1,Claims,2,claims,154,6.7,Cancel policy,resolved,Payment processed successfully,4.0,True
-2289,2024-02-13 12:45:20,16461050309,0,Speak to Agent,6,general,48,7.5,Ask about discounts,follow_up_needed,Escalated to claims adjuster,5.0,False
-2290,2024-02-13 12:49:40,16345084115,2,Billing & Payments,3,billing,0,4.5,Reinstate lapsed policy,follow_up_needed,"Information provided, no action needed",4.0,False
-2291,2024-02-13 12:56:01,19644816103,2,Billing & Payments,8,billing,44,1.0,Request proof of insurance,resolved,Customer requested manager,3.0,True
-2292,2024-02-13 13:26:29,18038136017,4,New Quote,5,general,99,8.0,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-2293,2024-02-13 13:37:35,18888490508,2,Billing & Payments,4,billing,125,7.8,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-2294,2024-02-13 14:07:37,13887808013,2,Billing & Payments,8,billing,132,7.4,Inquire about premium increase,resolved,Customer requested manager,5.0,True
-2295,2024-02-13 14:10:32,19101098192,0,Speak to Agent,5,general,143,8.0,Ask about deductible,resolved,Escalated to claims adjuster,3.0,True
-2296,2024-02-13 14:27:31,16493201518,1,Claims,7,claims,107,4.3,Request proof of insurance,follow_up_needed,Payment processed successfully,4.0,False
-2297,2024-02-13 14:35:12,17385999999,2,Billing & Payments,4,billing,86,6.9,Cancel policy,resolved,Customer requested manager,5.0,True
-2298,2024-02-13 14:59:50,19287302635,3,Policy Changes,5,general,145,2.3,Filing new auto claim,resolved,Callback scheduled for tomorrow,4.0,True
-2299,2024-02-13 15:28:29,15036018186,4,New Quote,6,general,60,5.3,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-2300,2024-02-13 15:37:57,14138143983,0,Speak to Agent,5,general,71,4.3,Payment not processed,follow_up_needed,Customer disconnected before resolution,4.0,False
-2301,2024-02-13 15:40:32,19855766322,0,Speak to Agent,5,general,75,4.4,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-2302,2024-02-13 16:03:16,17421582152,4,New Quote,5,general,274,7.4,Request proof of insurance,resolved,Resolved on first call,4.0,True
-2303,2024-02-13 16:03:31,14976722844,0,Speak to Agent,5,general,0,6.7,Complaint about service,resolved,Payment processed successfully,4.0,True
-2304,2024-02-13 16:20:29,12581219922,0,Speak to Agent,5,general,70,3.7,Filing new auto claim,resolved,Policy updated per customer request,4.0,True
-2305,2024-02-13 16:30:42,14397887532,2,Billing & Payments,8,billing,115,7.5,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,4.0,True
-2306,2024-02-13 16:55:52,13020195653,1,Claims,1,claims,123,5.3,Report accident,resolved,Policy updated per customer request,4.0,True
-2307,2024-02-13 17:49:37,14362121271,2,Billing & Payments,4,billing,35,0.0,Complaint about service,abandoned,Customer abandoned,,False
-2308,2024-02-13 18:27:18,12759315004,2,Billing & Payments,8,billing,41,0.0,Update payment method,abandoned,Customer abandoned,,False
-2309,2024-02-13 18:27:33,16823233275,0,Speak to Agent,5,general,213,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-2310,2024-02-13 18:32:27,17225756668,2,Billing & Payments,8,billing,270,3.6,Payment not processed,resolved,Transferred to supervisor,2.0,True
-2311,2024-02-13 18:53:58,16251669755,0,Speak to Agent,5,general,189,0.0,Update address,abandoned,Customer abandoned,,False
-2312,2024-02-14 07:05:35,18794855492,0,Speak to Agent,6,general,79,5.6,Inquire about premium increase,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-2313,2024-02-14 07:06:17,16943426752,3,Policy Changes,5,general,38,3.8,Report accident,resolved,Transferred to supervisor,3.0,True
-2314,2024-02-14 07:19:13,19487096299,3,Policy Changes,5,general,62,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-2315,2024-02-14 07:23:31,16810288066,2,Billing & Payments,8,billing,0,8.6,Request ID cards,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-2316,2024-02-14 07:37:35,12219792485,0,Speak to Agent,5,general,148,4.4,Ask about deductible,follow_up_needed,Transferred to supervisor,3.0,False
-2317,2024-02-14 07:59:11,13581049036,2,Billing & Payments,3,billing,169,6.9,Filing new auto claim,follow_up_needed,Customer disconnected before resolution,2.0,False
-2318,2024-02-14 08:15:04,18548128829,2,Billing & Payments,3,billing,5,3.0,Dispute claim denial,resolved,"Claim filed, reference number provided",5.0,True
-2319,2024-02-14 08:31:06,13932067617,0,Speak to Agent,5,general,142,6.6,Payment not processed,transferred,Escalated to claims adjuster,4.0,False
-2320,2024-02-14 08:31:52,18825762680,4,New Quote,6,general,148,5.8,Claim status inquiry,resolved,Escalated to claims adjuster,5.0,True
-2321,2024-02-14 08:33:41,14456974091,2,Billing & Payments,3,billing,257,5.5,Request ID cards,resolved,Payment processed successfully,3.0,True
-2322,2024-02-14 08:44:39,14727816751,2,Billing & Payments,3,billing,0,6.1,Reinstate lapsed policy,resolved,"Information provided, no action needed",3.0,True
-2323,2024-02-14 08:59:35,18327587919,4,New Quote,5,general,0,9.2,Request ID cards,resolved,Payment processed successfully,5.0,True
-2324,2024-02-14 09:10:46,15885075943,0,Speak to Agent,6,general,192,7.8,Remove vehicle from policy,transferred,Resolved on first call,3.0,False
-2325,2024-02-14 09:25:45,17931841851,0,Speak to Agent,5,general,94,5.1,Ask about discounts,resolved,Callback scheduled for tomorrow,3.0,True
-2326,2024-02-14 09:31:59,19155228185,1,Claims,7,claims,107,5.7,Ask about discounts,resolved,Customer requested manager,4.0,True
-2327,2024-02-14 09:33:38,15923752240,2,Billing & Payments,4,billing,92,4.7,Complaint about service,resolved,Escalated to claims adjuster,3.0,True
-2328,2024-02-14 09:35:23,15980558927,2,Billing & Payments,4,billing,203,5.3,Complaint about service,resolved,Customer requested manager,2.0,True
-2329,2024-02-14 09:38:21,17807979851,3,Policy Changes,5,general,130,5.3,Claim status inquiry,transferred,Transferred to supervisor,3.0,False
-2330,2024-02-14 09:41:43,17194444876,0,Speak to Agent,6,general,148,7.9,Update address,resolved,Transferred to supervisor,4.0,True
-2331,2024-02-14 09:49:20,13712890034,2,Billing & Payments,3,billing,106,5.4,Filing new auto claim,resolved,"Claim filed, reference number provided",4.0,True
-2332,2024-02-14 09:57:29,16241677596,1,Claims,1,claims,215,6.1,Update payment method,follow_up_needed,"Claim filed, reference number provided",5.0,False
-2333,2024-02-14 09:58:07,19983736912,1,Claims,7,claims,138,0.0,Cancel policy,abandoned,Customer abandoned,,False
-2334,2024-02-14 10:00:37,15927176846,4,New Quote,5,general,190,5.9,Reinstate lapsed policy,resolved,Escalated to claims adjuster,3.0,True
-2335,2024-02-14 10:00:53,17934653750,0,Speak to Agent,5,general,251,11.6,Claim status inquiry,transferred,Callback scheduled for tomorrow,4.0,False
-2336,2024-02-14 10:10:28,16034252362,3,Policy Changes,5,general,39,3.9,Ask about discounts,resolved,Resolved on first call,4.0,True
-2337,2024-02-14 10:35:55,18993965461,1,Claims,1,claims,278,7.2,Payment not processed,resolved,Escalated to claims adjuster,5.0,True
-2338,2024-02-14 10:38:57,12572949527,2,Billing & Payments,4,billing,71,5.0,Request ID cards,follow_up_needed,"Information provided, no action needed",3.0,False
-2339,2024-02-14 10:41:03,17229156496,1,Claims,7,claims,104,5.8,Claim status inquiry,resolved,Escalated to claims adjuster,4.0,True
-2340,2024-02-14 10:51:54,13073375495,3,Policy Changes,6,general,43,8.0,Payment not processed,transferred,Escalated to claims adjuster,2.0,False
-2341,2024-02-14 11:14:04,12999533893,2,Billing & Payments,8,billing,143,3.4,General coverage question,resolved,Customer requested manager,4.0,True
-2342,2024-02-14 11:16:10,19568094195,2,Billing & Payments,8,billing,78,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-2343,2024-02-14 11:27:45,14359224962,3,Policy Changes,5,general,168,9.3,Cancel policy,resolved,Customer requested manager,3.0,True
-2344,2024-02-14 11:39:57,17229242031,3,Policy Changes,6,general,163,8.7,Payment not processed,follow_up_needed,Policy updated per customer request,5.0,False
-2345,2024-02-14 11:42:40,16010509268,4,New Quote,6,general,70,7.6,Payment not processed,resolved,Payment processed successfully,3.0,True
-2346,2024-02-14 11:57:42,16446127025,4,New Quote,6,general,0,11.9,Change coverage level,resolved,"Claim filed, reference number provided",4.0,True
-2347,2024-02-14 11:59:46,13566704252,3,Policy Changes,5,general,0,2.0,Report accident,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-2348,2024-02-14 12:03:53,12040384658,1,Claims,2,claims,192,7.0,Report accident,transferred,Resolved on first call,1.0,False
-2349,2024-02-14 12:20:10,14239812860,1,Claims,2,claims,34,3.6,Complaint about service,resolved,Escalated to claims adjuster,2.0,True
-2350,2024-02-14 13:01:04,19177080053,0,Speak to Agent,5,general,23,8.8,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-2351,2024-02-14 13:11:09,13362552704,2,Billing & Payments,3,billing,144,5.6,Request ID cards,resolved,Customer requested manager,5.0,True
-2352,2024-02-14 13:24:05,14747736068,4,New Quote,5,general,151,10.3,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-2353,2024-02-14 13:33:46,17653376518,1,Claims,2,claims,106,13.8,Request proof of insurance,resolved,Customer disconnected before resolution,3.0,True
-2354,2024-02-14 13:48:08,12692862695,0,Speak to Agent,5,general,85,4.2,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,4.0,True
-2355,2024-02-14 13:50:56,18243714565,3,Policy Changes,5,general,124,5.5,Add driver to policy,resolved,Callback scheduled for tomorrow,3.0,True
-2356,2024-02-14 14:06:05,13087306484,1,Claims,7,claims,128,7.5,Inquire about premium increase,resolved,Callback scheduled for tomorrow,2.0,True
-2357,2024-02-14 14:11:11,19703931603,4,New Quote,6,general,126,8.6,Cancel policy,follow_up_needed,Customer requested manager,3.0,False
-2358,2024-02-14 14:19:46,16306046433,1,Claims,2,claims,79,7.8,Update payment method,resolved,"Information provided, no action needed",4.0,True
-2359,2024-02-14 14:34:48,15204188252,1,Claims,1,claims,168,6.6,General coverage question,resolved,"Claim filed, reference number provided",3.0,True
-2360,2024-02-14 14:41:25,13627930679,4,New Quote,5,general,0,5.9,Update payment method,resolved,Transferred to supervisor,3.0,True
-2361,2024-02-14 14:46:05,13824378101,2,Billing & Payments,8,billing,11,2.2,Report accident,resolved,Escalated to claims adjuster,4.0,True
-2362,2024-02-14 14:46:18,19001115611,4,New Quote,5,general,85,5.3,Complaint about service,resolved,Payment processed successfully,3.0,True
-2363,2024-02-14 14:58:54,17831799213,0,Speak to Agent,6,general,150,10.6,Reinstate lapsed policy,resolved,Transferred to supervisor,2.0,True
-2364,2024-02-14 15:02:33,12360465404,0,Speak to Agent,5,general,248,6.8,Ask about deductible,resolved,Payment processed successfully,5.0,True
-2365,2024-02-14 15:05:11,16221189864,1,Claims,7,claims,117,0.0,Change coverage level,abandoned,Customer abandoned,,False
-2366,2024-02-14 15:09:22,18097736555,2,Billing & Payments,4,billing,188,9.7,Update payment method,follow_up_needed,Payment processed successfully,5.0,False
-2367,2024-02-14 15:18:15,19528967124,0,Speak to Agent,6,general,101,8.1,Update address,resolved,Customer requested manager,3.0,True
-2368,2024-02-14 15:25:53,18020829494,3,Policy Changes,5,general,200,4.0,Change coverage level,resolved,Resolved on first call,5.0,True
-2369,2024-02-14 15:38:02,17779427217,2,Billing & Payments,4,billing,268,15.0,Report accident,resolved,Escalated to claims adjuster,4.0,True
-2370,2024-02-14 15:38:34,14577899513,4,New Quote,6,general,130,9.2,Request proof of insurance,transferred,Customer requested manager,4.0,False
-2371,2024-02-14 15:42:10,16799156605,1,Claims,7,claims,184,11.2,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-2372,2024-02-14 15:59:47,19312074837,0,Speak to Agent,6,general,181,4.8,Cancel policy,resolved,"Claim filed, reference number provided",5.0,True
-2373,2024-02-14 16:17:07,16274096325,4,New Quote,6,general,147,12.2,Inquire about premium increase,follow_up_needed,Resolved on first call,3.0,False
-2374,2024-02-14 16:31:32,14307019978,0,Speak to Agent,5,general,241,5.4,Change coverage level,resolved,Customer requested manager,3.0,True
-2375,2024-02-14 16:32:38,16593092222,0,Speak to Agent,5,general,0,2.6,Claim status inquiry,resolved,Payment processed successfully,5.0,True
-2376,2024-02-14 16:57:07,16434062024,1,Claims,7,claims,217,4.7,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-2377,2024-02-14 17:03:18,13017571382,3,Policy Changes,6,general,144,8.5,Request payment plan,resolved,Transferred to supervisor,4.0,True
-2378,2024-02-14 17:23:01,13809033399,1,Claims,7,claims,164,6.5,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-2379,2024-02-14 17:33:01,15850901392,3,Policy Changes,6,general,271,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-2380,2024-02-14 17:38:44,15982219582,4,New Quote,6,general,12,6.4,Update payment method,transferred,"Information provided, no action needed",1.0,False
-2381,2024-02-14 17:50:49,15423074264,0,Speak to Agent,6,general,0,0.0,General coverage question,abandoned,Customer abandoned,,False
-2382,2024-02-14 17:54:53,13746027374,0,Speak to Agent,5,general,48,5.0,Report accident,resolved,Policy updated per customer request,3.0,True
-2383,2024-02-14 17:55:27,13409768091,0,Speak to Agent,5,general,146,7.9,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-2384,2024-02-14 17:56:44,12220025558,4,New Quote,5,general,142,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-2385,2024-02-14 18:27:20,12004932529,3,Policy Changes,5,general,182,9.1,Report accident,resolved,Policy updated per customer request,5.0,True
-2386,2024-02-14 18:34:46,14871066855,1,Claims,1,claims,160,0.0,Report accident,abandoned,Customer abandoned,,False
-2387,2024-02-14 18:49:42,13799988447,0,Speak to Agent,5,general,52,3.6,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",5.0,True
-2388,2024-02-14 18:59:21,17066662867,2,Billing & Payments,4,billing,50,8.3,Payment not processed,transferred,Escalated to claims adjuster,3.0,False
-2389,2024-02-15 07:13:04,16506737029,2,Billing & Payments,8,billing,39,7.0,Add driver to policy,resolved,Customer requested manager,4.0,True
-2390,2024-02-15 07:36:28,15900778639,0,Speak to Agent,5,general,148,8.0,Update payment method,follow_up_needed,"Claim filed, reference number provided",3.0,False
-2391,2024-02-15 07:48:05,18365013161,3,Policy Changes,6,general,0,10.3,Claim status inquiry,resolved,Escalated to claims adjuster,3.0,True
-2392,2024-02-15 07:55:45,12833343861,4,New Quote,5,general,23,6.6,Ask about discounts,resolved,Policy updated per customer request,3.0,True
-2393,2024-02-15 08:13:25,18573515240,2,Billing & Payments,3,billing,334,2.3,Update address,transferred,Transferred to supervisor,3.0,False
-2394,2024-02-15 08:14:15,17978829545,1,Claims,2,claims,121,9.6,Request payment plan,follow_up_needed,Customer requested manager,4.0,False
-2395,2024-02-15 08:42:42,18721144119,4,New Quote,5,general,140,7.0,General coverage question,resolved,Customer requested manager,3.0,True
-2396,2024-02-15 08:43:18,15536527116,2,Billing & Payments,8,billing,56,4.7,Request payment plan,resolved,Transferred to supervisor,3.0,True
-2397,2024-02-15 08:58:47,17336101299,1,Claims,7,claims,69,4.0,Ask about deductible,resolved,"Information provided, no action needed",5.0,True
-2398,2024-02-15 09:09:49,12715083234,1,Claims,2,claims,123,11.5,Report accident,follow_up_needed,Policy updated per customer request,5.0,False
-2399,2024-02-15 09:11:57,16689792822,4,New Quote,6,general,112,12.0,Dispute claim denial,resolved,Customer requested manager,4.0,True
-2400,2024-02-15 09:15:49,12059506237,2,Billing & Payments,8,billing,221,4.0,General coverage question,resolved,Policy updated per customer request,3.0,True
-2401,2024-02-15 09:26:41,15289734410,4,New Quote,5,general,328,4.0,Request ID cards,follow_up_needed,Policy updated per customer request,3.0,False
-2402,2024-02-15 09:35:43,13886723133,2,Billing & Payments,8,billing,0,6.4,Ask about discounts,resolved,Policy updated per customer request,3.0,True
-2403,2024-02-15 09:50:21,13620429732,1,Claims,7,claims,126,8.7,Complaint about service,transferred,Policy updated per customer request,5.0,False
-2404,2024-02-15 10:07:34,13787988968,1,Claims,2,claims,179,3.3,Payment not processed,resolved,Callback scheduled for tomorrow,4.0,True
-2405,2024-02-15 10:19:23,18086160444,3,Policy Changes,6,general,120,8.1,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-2406,2024-02-15 10:28:07,13709973182,0,Speak to Agent,5,general,218,6.2,Update address,resolved,Escalated to claims adjuster,1.0,True
-2407,2024-02-15 10:29:33,15652740972,3,Policy Changes,6,general,321,12.8,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-2408,2024-02-15 10:34:43,13945843518,2,Billing & Payments,3,billing,52,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-2409,2024-02-15 10:40:39,18982305173,2,Billing & Payments,4,billing,0,6.1,Remove vehicle from policy,resolved,"Claim filed, reference number provided",5.0,True
-2410,2024-02-15 11:05:30,17387181743,4,New Quote,6,general,365,5.2,Update address,transferred,Payment processed successfully,3.0,False
-2411,2024-02-15 11:06:24,13459296472,1,Claims,1,claims,31,14.5,Request payment plan,follow_up_needed,"Claim filed, reference number provided",3.0,False
-2412,2024-02-15 11:13:02,15745941186,0,Speak to Agent,5,general,0,3.4,General coverage question,follow_up_needed,"Information provided, no action needed",3.0,False
-2413,2024-02-15 11:14:26,13078730621,0,Speak to Agent,6,general,181,7.1,Report accident,resolved,Callback scheduled for tomorrow,4.0,True
-2414,2024-02-15 11:23:03,15082510030,1,Claims,2,claims,129,7.8,Report accident,transferred,Escalated to claims adjuster,4.0,False
-2415,2024-02-15 11:26:53,13907092989,2,Billing & Payments,8,billing,202,0.0,Update payment method,abandoned,Customer abandoned,,False
-2416,2024-02-15 12:09:54,16914145073,0,Speak to Agent,6,general,56,4.5,Inquire about premium increase,resolved,Payment processed successfully,3.0,True
-2417,2024-02-15 12:37:30,12534687171,3,Policy Changes,5,general,81,5.2,Claim status inquiry,follow_up_needed,"Claim filed, reference number provided",3.0,False
-2418,2024-02-15 12:55:02,18273136407,1,Claims,2,claims,159,6.2,Update address,resolved,Customer disconnected before resolution,2.0,True
-2419,2024-02-15 12:58:18,14887189312,0,Speak to Agent,6,general,189,9.2,Request proof of insurance,resolved,Payment processed successfully,4.0,True
-2420,2024-02-15 13:08:46,15798954941,4,New Quote,5,general,104,5.0,Dispute claim denial,follow_up_needed,Escalated to claims adjuster,2.0,False
-2421,2024-02-15 13:20:11,16437089734,0,Speak to Agent,5,general,255,0.9,Add driver to policy,follow_up_needed,Transferred to supervisor,3.0,False
-2422,2024-02-15 13:44:58,12074158839,3,Policy Changes,6,general,143,8.7,Remove vehicle from policy,follow_up_needed,"Information provided, no action needed",4.0,False
-2423,2024-02-15 13:54:30,17601373600,4,New Quote,6,general,146,0.0,Update payment method,abandoned,Customer abandoned,,False
-2424,2024-02-15 14:01:03,19493944639,2,Billing & Payments,4,billing,248,4.0,Remove vehicle from policy,follow_up_needed,Payment processed successfully,3.0,False
-2425,2024-02-15 14:01:25,14143116273,4,New Quote,6,general,79,9.8,Update address,resolved,Resolved on first call,4.0,True
-2426,2024-02-15 14:09:05,17615693762,3,Policy Changes,5,general,0,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-2427,2024-02-15 14:18:01,13109235969,0,Speak to Agent,5,general,249,3.8,Update address,resolved,Callback scheduled for tomorrow,4.0,True
-2428,2024-02-15 14:26:15,17056208231,3,Policy Changes,5,general,116,7.2,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-2429,2024-02-15 14:36:01,18002785836,0,Speak to Agent,6,general,91,9.0,Dispute claim denial,follow_up_needed,Policy updated per customer request,3.0,False
-2430,2024-02-15 14:45:21,13224890074,4,New Quote,5,general,242,0.0,Payment not processed,abandoned,Customer abandoned,,False
-2431,2024-02-15 14:50:38,18557408391,3,Policy Changes,5,general,136,8.7,Ask about discounts,follow_up_needed,Payment processed successfully,2.0,False
-2432,2024-02-15 14:54:43,17480513591,0,Speak to Agent,6,general,83,8.8,Claim status inquiry,resolved,Transferred to supervisor,5.0,True
-2433,2024-02-15 14:57:01,15102304122,3,Policy Changes,6,general,0,5.8,Change coverage level,transferred,Resolved on first call,3.0,False
-2434,2024-02-15 15:15:56,15773005252,0,Speak to Agent,5,general,61,8.6,General coverage question,follow_up_needed,"Information provided, no action needed",4.0,False
-2435,2024-02-15 15:40:00,14334528069,4,New Quote,5,general,55,4.7,Complaint about service,resolved,Policy updated per customer request,3.0,True
-2436,2024-02-15 15:47:48,13937297718,3,Policy Changes,5,general,159,9.6,Add driver to policy,resolved,"Information provided, no action needed",4.0,True
-2437,2024-02-15 15:55:45,15760136185,4,New Quote,6,general,38,9.6,Add driver to policy,resolved,Customer requested manager,4.0,True
-2438,2024-02-15 15:58:02,13459598088,4,New Quote,6,general,10,6.8,Claim status inquiry,resolved,Customer requested manager,5.0,True
-2439,2024-02-15 16:30:34,12077636494,3,Policy Changes,6,general,52,5.9,Claim status inquiry,resolved,Customer requested manager,4.0,True
-2440,2024-02-15 16:34:07,12094379673,4,New Quote,5,general,162,7.7,Request proof of insurance,resolved,Customer disconnected before resolution,4.0,True
-2441,2024-02-15 16:54:02,16314669269,2,Billing & Payments,3,billing,140,9.7,Ask about deductible,resolved,Resolved on first call,5.0,True
-2442,2024-02-15 17:24:10,17044763351,3,Policy Changes,6,general,128,12.7,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-2443,2024-02-15 17:53:03,14066447464,3,Policy Changes,6,general,29,5.6,Request proof of insurance,resolved,Customer requested manager,4.0,True
-2444,2024-02-15 17:53:03,14827737832,2,Billing & Payments,8,billing,143,5.0,Report accident,resolved,Customer disconnected before resolution,4.0,True
-2445,2024-02-15 18:37:20,14380929090,2,Billing & Payments,8,billing,90,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-2446,2024-02-15 18:50:01,16914262290,2,Billing & Payments,3,billing,88,8.0,Claim status inquiry,transferred,Payment processed successfully,3.0,False
-2447,2024-02-16 07:03:06,18013194242,2,Billing & Payments,3,billing,120,0.0,Update payment method,abandoned,Customer abandoned,,False
-2448,2024-02-16 07:05:41,19823293702,4,New Quote,6,general,288,8.7,Update address,transferred,Resolved on first call,2.0,False
-2449,2024-02-16 07:08:16,13345009059,2,Billing & Payments,4,billing,216,4.3,Report accident,follow_up_needed,Resolved on first call,3.0,False
-2450,2024-02-16 07:10:07,19101651492,1,Claims,1,claims,41,5.4,Remove vehicle from policy,resolved,Transferred to supervisor,5.0,True
-2451,2024-02-16 07:24:59,13061415593,0,Speak to Agent,6,general,140,8.9,Ask about discounts,follow_up_needed,Resolved on first call,4.0,False
-2452,2024-02-16 07:30:48,19243217118,4,New Quote,5,general,214,2.0,Update address,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-2453,2024-02-16 07:54:49,19801817829,4,New Quote,6,general,198,8.8,Ask about deductible,transferred,Customer disconnected before resolution,3.0,False
-2454,2024-02-16 08:18:11,16720184721,3,Policy Changes,5,general,103,3.7,Dispute claim denial,resolved,Payment processed successfully,3.0,True
-2455,2024-02-16 08:18:33,12762257170,2,Billing & Payments,8,billing,202,6.6,Payment not processed,resolved,Callback scheduled for tomorrow,5.0,True
-2456,2024-02-16 08:58:28,18438799313,4,New Quote,6,general,93,10.5,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-2457,2024-02-16 09:02:38,19456015537,1,Claims,2,claims,29,9.0,Cancel policy,resolved,Customer requested manager,4.0,True
-2458,2024-02-16 09:03:07,17395129771,2,Billing & Payments,3,billing,166,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-2459,2024-02-16 09:28:19,14928422213,4,New Quote,5,general,177,0.8,Update address,follow_up_needed,"Information provided, no action needed",4.0,False
-2460,2024-02-16 09:49:52,18818469103,2,Billing & Payments,8,billing,80,5.7,Dispute claim denial,resolved,Callback scheduled for tomorrow,4.0,True
-2461,2024-02-16 09:50:28,14708399395,0,Speak to Agent,5,general,60,6.7,Change coverage level,resolved,"Claim filed, reference number provided",3.0,True
-2462,2024-02-16 10:03:18,14381720274,2,Billing & Payments,8,billing,130,7.0,Ask about deductible,resolved,Customer requested manager,4.0,True
-2463,2024-02-16 10:06:04,19553154969,0,Speak to Agent,5,general,171,5.3,Claim status inquiry,resolved,Resolved on first call,3.0,True
-2464,2024-02-16 10:52:20,18074195356,3,Policy Changes,6,general,47,8.0,General coverage question,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-2465,2024-02-16 10:52:50,15859706855,3,Policy Changes,5,general,200,5.9,Ask about discounts,follow_up_needed,"Information provided, no action needed",4.0,False
-2466,2024-02-16 11:04:25,13290994493,4,New Quote,5,general,245,3.4,Update address,follow_up_needed,Customer disconnected before resolution,5.0,False
-2467,2024-02-16 11:13:23,13836456051,0,Speak to Agent,6,general,0,14.7,Request payment plan,resolved,Customer requested manager,3.0,True
-2468,2024-02-16 11:19:25,18935324963,0,Speak to Agent,5,general,108,1.4,Inquire about premium increase,follow_up_needed,Resolved on first call,3.0,False
-2469,2024-02-16 11:49:46,15874536659,2,Billing & Payments,8,billing,155,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-2470,2024-02-16 12:06:56,18580283483,2,Billing & Payments,3,billing,0,2.5,Ask about discounts,resolved,Payment processed successfully,5.0,True
-2471,2024-02-16 12:12:15,16574326171,3,Policy Changes,6,general,213,10.8,Reinstate lapsed policy,transferred,"Claim filed, reference number provided",2.0,False
-2472,2024-02-16 12:18:15,17990475142,2,Billing & Payments,8,billing,148,7.4,Claim status inquiry,resolved,Customer requested manager,3.0,True
-2473,2024-02-16 12:34:06,15591589004,2,Billing & Payments,3,billing,110,3.9,Request ID cards,resolved,Escalated to claims adjuster,3.0,True
-2474,2024-02-16 12:40:55,12278229617,3,Policy Changes,6,general,236,9.0,Payment not processed,follow_up_needed,Customer requested manager,4.0,False
-2475,2024-02-16 13:07:26,16232446956,0,Speak to Agent,6,general,209,10.0,Request proof of insurance,resolved,Customer requested manager,4.0,True
-2476,2024-02-16 13:35:48,12679419564,2,Billing & Payments,3,billing,29,9.0,Ask about deductible,resolved,"Claim filed, reference number provided",3.0,True
-2477,2024-02-16 13:46:00,14568866094,0,Speak to Agent,6,general,154,10.1,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",4.0,False
-2478,2024-02-16 13:53:13,19275365037,0,Speak to Agent,6,general,0,8.7,Request payment plan,follow_up_needed,"Claim filed, reference number provided",4.0,False
-2479,2024-02-16 13:58:56,15060741421,4,New Quote,5,general,127,6.2,Report accident,resolved,Resolved on first call,2.0,True
-2480,2024-02-16 14:03:22,15371272893,3,Policy Changes,6,general,182,10.1,Complaint about service,follow_up_needed,"Information provided, no action needed",3.0,False
-2481,2024-02-16 14:21:21,16527879161,3,Policy Changes,6,general,29,10.5,Change coverage level,resolved,Customer requested manager,5.0,True
-2482,2024-02-16 14:25:42,14001809281,0,Speak to Agent,5,general,101,7.7,Add driver to policy,resolved,Transferred to supervisor,3.0,True
-2483,2024-02-16 14:35:29,17644872774,4,New Quote,6,general,69,7.9,Payment not processed,follow_up_needed,Policy updated per customer request,3.0,False
-2484,2024-02-16 15:26:31,17914846615,3,Policy Changes,5,general,6,3.7,Remove vehicle from policy,transferred,Customer disconnected before resolution,2.0,False
-2485,2024-02-16 15:28:41,16909710533,3,Policy Changes,5,general,102,2.9,Report accident,resolved,Payment processed successfully,4.0,True
-2486,2024-02-16 15:55:12,14554176959,4,New Quote,5,general,220,2.1,Complaint about service,resolved,Policy updated per customer request,3.0,True
-2487,2024-02-16 16:07:53,18142243509,0,Speak to Agent,6,general,108,5.1,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-2488,2024-02-16 16:20:58,19189623742,0,Speak to Agent,5,general,148,4.9,Change coverage level,resolved,Policy updated per customer request,2.0,True
-2489,2024-02-16 16:26:19,18717257721,2,Billing & Payments,3,billing,202,4.7,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-2490,2024-02-16 16:45:12,12000891271,1,Claims,1,claims,139,9.7,Inquire about premium increase,resolved,Resolved on first call,4.0,True
-2491,2024-02-16 16:54:44,18470520928,3,Policy Changes,5,general,0,1.6,Report accident,follow_up_needed,Resolved on first call,2.0,False
-2492,2024-02-16 17:03:48,18483660096,1,Claims,1,claims,0,6.4,Ask about discounts,resolved,Escalated to claims adjuster,3.0,True
-2493,2024-02-16 17:14:23,15906635991,3,Policy Changes,6,general,64,4.8,Add driver to policy,transferred,Policy updated per customer request,4.0,False
-2494,2024-02-16 17:16:21,15044738931,1,Claims,7,claims,234,7.9,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-2495,2024-02-16 17:46:29,13046288895,1,Claims,1,claims,172,9.8,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-2496,2024-02-16 17:52:12,15673506708,1,Claims,1,claims,148,2.5,Request ID cards,follow_up_needed,Escalated to claims adjuster,3.0,False
-2497,2024-02-16 17:58:04,15228696582,2,Billing & Payments,3,billing,241,3.5,General coverage question,resolved,Resolved on first call,4.0,True
-2498,2024-02-16 18:33:53,12751002804,0,Speak to Agent,5,general,80,0.5,General coverage question,follow_up_needed,Resolved on first call,5.0,False
-2499,2024-02-16 18:35:06,19182028262,3,Policy Changes,5,general,45,5.2,Claim status inquiry,transferred,Customer disconnected before resolution,3.0,False
-2500,2024-02-16 18:55:45,18785198586,0,Speak to Agent,5,general,126,8.8,Ask about discounts,resolved,Escalated to claims adjuster,2.0,True
-2501,2024-02-17 09:15:51,12075616424,3,Policy Changes,6,general,176,8.5,Reinstate lapsed policy,resolved,Resolved on first call,5.0,True
-2502,2024-02-17 09:21:40,19447014377,1,Claims,1,claims,118,0.0,Payment not processed,abandoned,Customer abandoned,,False
-2503,2024-02-17 09:28:18,19804681366,2,Billing & Payments,8,billing,116,5.2,Dispute claim denial,resolved,Customer requested manager,2.0,True
-2504,2024-02-17 09:41:25,13618468950,3,Policy Changes,6,general,18,9.1,Payment not processed,resolved,Escalated to claims adjuster,5.0,True
-2505,2024-02-17 09:51:36,18052315843,4,New Quote,6,general,142,4.6,Request ID cards,resolved,Resolved on first call,3.0,True
-2506,2024-02-17 09:51:58,17347119811,1,Claims,1,claims,105,3.2,Dispute claim denial,resolved,Payment processed successfully,4.0,True
-2507,2024-02-17 09:52:21,17424497751,3,Policy Changes,5,general,177,9.7,Reinstate lapsed policy,follow_up_needed,Customer requested manager,2.0,False
-2508,2024-02-17 10:09:26,12330365759,4,New Quote,6,general,0,5.3,Filing new auto claim,transferred,Policy updated per customer request,4.0,False
-2509,2024-02-17 10:16:25,16730664591,1,Claims,7,claims,332,6.9,Inquire about premium increase,follow_up_needed,Resolved on first call,3.0,False
-2510,2024-02-17 10:43:37,12250769537,3,Policy Changes,5,general,155,6.2,General coverage question,transferred,Customer requested manager,3.0,False
-2511,2024-02-17 10:46:38,18378697972,0,Speak to Agent,5,general,95,0.8,Update payment method,follow_up_needed,Customer disconnected before resolution,4.0,False
-2512,2024-02-17 11:18:59,19606204760,4,New Quote,6,general,216,5.4,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,2.0,True
-2513,2024-02-17 11:28:54,13309338882,2,Billing & Payments,3,billing,335,0.0,Report accident,abandoned,Customer abandoned,,False
-2514,2024-02-17 11:38:03,14227779567,3,Policy Changes,5,general,39,2.2,Update address,follow_up_needed,Customer disconnected before resolution,3.0,False
-2515,2024-02-17 11:38:46,15860204927,1,Claims,1,claims,105,4.3,Request payment plan,follow_up_needed,Policy updated per customer request,2.0,False
-2516,2024-02-17 11:43:20,18005783110,1,Claims,7,claims,293,0.0,Cancel policy,abandoned,Customer abandoned,,False
-2517,2024-02-17 12:00:42,18776412029,1,Claims,7,claims,6,8.3,Ask about deductible,resolved,Transferred to supervisor,5.0,True
-2518,2024-02-17 12:08:09,14262552066,3,Policy Changes,6,general,155,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-2519,2024-02-17 12:08:19,13256049081,0,Speak to Agent,5,general,88,0.5,Reinstate lapsed policy,resolved,"Information provided, no action needed",5.0,True
-2520,2024-02-17 12:18:16,17623401004,2,Billing & Payments,8,billing,119,5.9,General coverage question,follow_up_needed,"Claim filed, reference number provided",2.0,False
-2521,2024-02-17 12:25:30,19988561770,1,Claims,7,claims,83,4.5,Cancel policy,follow_up_needed,Customer disconnected before resolution,2.0,False
-2522,2024-02-17 12:40:43,14066618793,3,Policy Changes,6,general,146,4.5,Filing new auto claim,follow_up_needed,Policy updated per customer request,5.0,False
-2523,2024-02-17 12:48:33,13179763808,4,New Quote,5,general,292,5.6,Report accident,resolved,Customer requested manager,3.0,True
-2524,2024-02-19 07:02:28,14549230077,0,Speak to Agent,5,general,119,6.1,Dispute claim denial,resolved,Customer requested manager,4.0,True
-2525,2024-02-19 07:12:39,19979274696,2,Billing & Payments,8,billing,202,3.3,Filing new auto claim,transferred,Payment processed successfully,3.0,False
-2526,2024-02-19 07:13:00,14513986942,1,Claims,7,claims,164,6.2,Update payment method,resolved,Customer requested manager,4.0,True
-2527,2024-02-19 07:13:07,17130216432,4,New Quote,6,general,16,9.4,Report accident,resolved,Customer requested manager,4.0,True
-2528,2024-02-19 07:13:49,19971400540,2,Billing & Payments,3,billing,177,2.6,Ask about deductible,resolved,Escalated to claims adjuster,3.0,True
-2529,2024-02-19 07:25:53,15594420108,3,Policy Changes,5,general,166,0.0,Payment not processed,abandoned,Customer abandoned,,False
-2530,2024-02-19 07:33:29,15390863909,2,Billing & Payments,4,billing,248,4.3,Request proof of insurance,follow_up_needed,Customer requested manager,4.0,False
-2531,2024-02-19 07:36:46,12639995815,3,Policy Changes,6,general,99,7.8,Cancel policy,resolved,Policy updated per customer request,3.0,True
-2532,2024-02-19 07:38:11,17134836435,1,Claims,1,claims,132,3.6,Request ID cards,resolved,Resolved on first call,3.0,True
-2533,2024-02-19 07:57:48,17853558142,4,New Quote,5,general,83,5.0,Ask about deductible,resolved,"Information provided, no action needed",3.0,True
-2534,2024-02-19 08:08:48,17308524815,0,Speak to Agent,6,general,42,5.5,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-2535,2024-02-19 08:15:36,18678821699,3,Policy Changes,6,general,41,13.1,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-2536,2024-02-19 08:27:09,17445879495,0,Speak to Agent,6,general,266,3.2,Remove vehicle from policy,resolved,Escalated to claims adjuster,4.0,True
-2537,2024-02-19 09:10:34,13427105535,2,Billing & Payments,8,billing,181,4.7,Filing new auto claim,resolved,"Claim filed, reference number provided",2.0,True
-2538,2024-02-19 09:12:59,16338887180,1,Claims,2,claims,167,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-2539,2024-02-19 09:25:56,19413290638,2,Billing & Payments,3,billing,154,6.0,Complaint about service,transferred,Escalated to claims adjuster,2.0,False
-2540,2024-02-19 09:29:58,13666038100,2,Billing & Payments,8,billing,291,5.6,Request ID cards,resolved,Escalated to claims adjuster,3.0,True
-2541,2024-02-19 09:35:27,15634934375,3,Policy Changes,5,general,54,5.2,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-2542,2024-02-19 09:36:22,19937998986,1,Claims,7,claims,146,0.7,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-2543,2024-02-19 09:39:41,13617721929,2,Billing & Payments,8,billing,154,6.2,Claim status inquiry,resolved,Resolved on first call,3.0,True
-2544,2024-02-19 09:57:51,15882334391,2,Billing & Payments,3,billing,336,5.5,Complaint about service,resolved,Payment processed successfully,5.0,True
-2545,2024-02-19 10:13:51,13085233264,0,Speak to Agent,6,general,230,9.8,Update address,resolved,Escalated to claims adjuster,3.0,True
-2546,2024-02-19 10:26:24,13855686959,0,Speak to Agent,6,general,187,8.8,Ask about discounts,transferred,Callback scheduled for tomorrow,2.0,False
-2547,2024-02-19 10:29:19,17560084210,2,Billing & Payments,4,billing,91,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-2548,2024-02-19 10:33:31,17407926322,1,Claims,2,claims,189,8.1,Request proof of insurance,resolved,"Claim filed, reference number provided",5.0,True
-2549,2024-02-19 10:36:56,12366345756,2,Billing & Payments,3,billing,235,2.3,Payment not processed,resolved,Escalated to claims adjuster,4.0,True
-2550,2024-02-19 10:42:24,15614389159,4,New Quote,6,general,65,10.4,Complaint about service,follow_up_needed,Payment processed successfully,3.0,False
-2551,2024-02-19 10:47:29,12930826012,3,Policy Changes,5,general,136,6.3,Add driver to policy,transferred,Customer disconnected before resolution,4.0,False
-2552,2024-02-19 10:52:13,16444436866,2,Billing & Payments,3,billing,153,4.0,Remove vehicle from policy,follow_up_needed,"Information provided, no action needed",4.0,False
-2553,2024-02-19 10:53:18,15963481188,1,Claims,7,claims,181,3.3,Request ID cards,resolved,Callback scheduled for tomorrow,3.0,True
-2554,2024-02-19 10:58:44,12153500815,0,Speak to Agent,5,general,115,6.6,Ask about deductible,resolved,Customer disconnected before resolution,3.0,True
-2555,2024-02-19 11:05:45,12836900343,2,Billing & Payments,8,billing,90,0.5,Add driver to policy,follow_up_needed,"Information provided, no action needed",5.0,False
-2556,2024-02-19 11:14:42,19578946414,4,New Quote,6,general,181,6.4,Request proof of insurance,follow_up_needed,Escalated to claims adjuster,3.0,False
-2557,2024-02-19 11:34:19,19512535923,2,Billing & Payments,3,billing,83,4.7,Ask about discounts,resolved,Resolved on first call,4.0,True
-2558,2024-02-19 12:01:04,16811130022,4,New Quote,5,general,77,7.1,Dispute claim denial,resolved,Payment processed successfully,5.0,True
-2559,2024-02-19 12:01:44,14580501642,1,Claims,2,claims,87,6.9,Change coverage level,resolved,Resolved on first call,3.0,True
-2560,2024-02-19 12:06:41,15063967393,3,Policy Changes,6,general,74,0.0,Cancel policy,abandoned,Customer abandoned,,False
-2561,2024-02-19 12:09:01,18729379678,3,Policy Changes,5,general,211,4.6,Update address,resolved,"Claim filed, reference number provided",2.0,True
-2562,2024-02-19 12:27:24,14238137796,1,Claims,7,claims,56,7.4,Add driver to policy,resolved,Customer disconnected before resolution,3.0,True
-2563,2024-02-19 12:29:00,12835572605,1,Claims,2,claims,172,6.2,General coverage question,transferred,Payment processed successfully,4.0,False
-2564,2024-02-19 12:31:35,14550196723,1,Claims,2,claims,96,5.9,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-2565,2024-02-19 12:43:23,15093362594,4,New Quote,6,general,9,6.3,Change coverage level,follow_up_needed,Payment processed successfully,3.0,False
-2566,2024-02-19 12:44:55,12799049729,4,New Quote,5,general,75,5.2,Dispute claim denial,transferred,"Information provided, no action needed",2.0,False
-2567,2024-02-19 12:51:33,15340958859,4,New Quote,5,general,82,2.4,Change coverage level,resolved,Customer disconnected before resolution,2.0,True
-2568,2024-02-19 12:51:35,13551031592,4,New Quote,5,general,131,5.2,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-2569,2024-02-19 13:52:31,14616917687,4,New Quote,6,general,174,10.0,Update payment method,resolved,"Information provided, no action needed",3.0,True
-2570,2024-02-19 14:07:42,18690908150,4,New Quote,6,general,80,9.3,Ask about discounts,follow_up_needed,Customer requested manager,4.0,False
-2571,2024-02-19 14:27:37,19889213028,3,Policy Changes,5,general,223,6.9,Payment not processed,resolved,Transferred to supervisor,5.0,True
-2572,2024-02-19 14:33:16,19720734214,3,Policy Changes,6,general,99,5.8,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-2573,2024-02-19 14:54:20,17528259414,4,New Quote,6,general,93,9.1,Payment not processed,resolved,"Claim filed, reference number provided",3.0,True
-2574,2024-02-19 15:01:24,18124997804,1,Claims,1,claims,157,10.0,Complaint about service,resolved,Customer requested manager,5.0,True
-2575,2024-02-19 15:13:28,15550823343,1,Claims,2,claims,151,5.5,Change coverage level,resolved,"Claim filed, reference number provided",4.0,True
-2576,2024-02-19 15:31:41,12886197216,4,New Quote,6,general,157,6.5,Update address,follow_up_needed,Escalated to claims adjuster,2.0,False
-2577,2024-02-19 15:36:14,14461345191,0,Speak to Agent,6,general,239,8.7,Request proof of insurance,transferred,Resolved on first call,3.0,False
-2578,2024-02-19 15:37:44,16844798976,4,New Quote,6,general,121,7.1,Report accident,resolved,Callback scheduled for tomorrow,4.0,True
-2579,2024-02-19 15:48:06,16932268287,3,Policy Changes,6,general,71,8.1,Change coverage level,resolved,Resolved on first call,3.0,True
-2580,2024-02-19 15:48:47,19850962791,0,Speak to Agent,5,general,240,8.5,Request proof of insurance,resolved,"Information provided, no action needed",3.0,True
-2581,2024-02-19 15:59:34,12988798747,3,Policy Changes,6,general,222,0.0,Request payment plan,abandoned,Customer abandoned,,False
-2582,2024-02-19 16:22:10,17762765398,3,Policy Changes,6,general,128,6.5,Request payment plan,follow_up_needed,Customer disconnected before resolution,4.0,False
-2583,2024-02-19 16:29:26,12305638016,4,New Quote,6,general,234,7.1,Ask about discounts,resolved,Policy updated per customer request,2.0,True
-2584,2024-02-19 16:34:50,16935813347,4,New Quote,6,general,38,3.8,Request ID cards,resolved,Callback scheduled for tomorrow,3.0,True
-2585,2024-02-19 17:00:59,15743266483,1,Claims,7,claims,30,6.6,Request ID cards,follow_up_needed,"Claim filed, reference number provided",3.0,False
-2586,2024-02-19 17:02:07,13656637446,3,Policy Changes,6,general,176,8.9,Update payment method,follow_up_needed,Customer disconnected before resolution,3.0,False
-2587,2024-02-19 17:09:39,13798212661,1,Claims,1,claims,14,8.2,Request proof of insurance,resolved,"Information provided, no action needed",3.0,True
-2588,2024-02-19 17:13:28,17558152112,0,Speak to Agent,5,general,182,5.9,Complaint about service,resolved,"Information provided, no action needed",3.0,True
-2589,2024-02-19 17:30:09,15213004867,0,Speak to Agent,5,general,212,2.3,Inquire about premium increase,resolved,Policy updated per customer request,5.0,True
-2590,2024-02-19 17:41:19,18232291788,3,Policy Changes,6,general,211,4.4,Ask about discounts,resolved,Callback scheduled for tomorrow,5.0,True
-2591,2024-02-19 17:51:24,14723221833,2,Billing & Payments,3,billing,20,2.6,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-2592,2024-02-19 17:53:29,16504336758,2,Billing & Payments,3,billing,121,1.5,Claim status inquiry,resolved,Payment processed successfully,4.0,True
-2593,2024-02-19 17:53:42,17801338885,0,Speak to Agent,5,general,238,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-2594,2024-02-19 18:07:31,13950493081,1,Claims,2,claims,248,7.1,Payment not processed,resolved,Policy updated per customer request,4.0,True
-2595,2024-02-19 18:10:54,13968685288,4,New Quote,6,general,259,4.8,Inquire about premium increase,follow_up_needed,"Information provided, no action needed",3.0,False
-2596,2024-02-19 18:36:03,16930596479,2,Billing & Payments,3,billing,40,4.4,Report accident,follow_up_needed,"Claim filed, reference number provided",4.0,False
-2597,2024-02-19 18:42:01,12080684327,0,Speak to Agent,5,general,136,3.8,Inquire about premium increase,resolved,Customer disconnected before resolution,5.0,True
-2598,2024-02-19 18:43:57,16695405016,3,Policy Changes,5,general,227,4.5,Payment not processed,follow_up_needed,Customer disconnected before resolution,3.0,False
-2599,2024-02-20 07:09:06,13301947888,4,New Quote,6,general,210,11.3,Ask about deductible,resolved,Customer requested manager,5.0,True
-2600,2024-02-20 07:10:14,15690332796,4,New Quote,6,general,44,9.4,Claim status inquiry,resolved,Callback scheduled for tomorrow,3.0,True
-2601,2024-02-20 07:29:15,19211289213,4,New Quote,6,general,190,7.4,Claim status inquiry,follow_up_needed,Customer disconnected before resolution,4.0,False
-2602,2024-02-20 07:30:14,12179942681,3,Policy Changes,5,general,63,5.2,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-2603,2024-02-20 07:33:33,15649805429,0,Speak to Agent,5,general,265,1.6,Claim status inquiry,resolved,Escalated to claims adjuster,4.0,True
-2604,2024-02-20 08:02:08,14366164949,2,Billing & Payments,8,billing,98,6.7,Update payment method,follow_up_needed,Payment processed successfully,4.0,False
-2605,2024-02-20 08:21:56,14054916404,2,Billing & Payments,3,billing,109,7.6,Reinstate lapsed policy,resolved,Policy updated per customer request,4.0,True
-2606,2024-02-20 08:27:00,19742342295,3,Policy Changes,6,general,269,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-2607,2024-02-20 08:45:22,19316493273,2,Billing & Payments,3,billing,0,3.8,Cancel policy,resolved,"Claim filed, reference number provided",2.0,True
-2608,2024-02-20 09:10:47,15272717176,1,Claims,7,claims,159,6.8,Request payment plan,resolved,Escalated to claims adjuster,5.0,True
-2609,2024-02-20 09:21:52,16101947525,1,Claims,2,claims,176,0.0,Cancel policy,abandoned,Customer abandoned,,False
-2610,2024-02-20 09:29:35,13327316658,1,Claims,2,claims,183,6.0,Add driver to policy,resolved,Payment processed successfully,5.0,True
-2611,2024-02-20 09:35:32,16385728511,0,Speak to Agent,5,general,123,2.2,Update payment method,follow_up_needed,"Information provided, no action needed",3.0,False
-2612,2024-02-20 09:38:27,14721811403,2,Billing & Payments,3,billing,235,6.9,Report accident,resolved,Customer disconnected before resolution,3.0,True
-2613,2024-02-20 09:44:30,13918484354,0,Speak to Agent,6,general,122,7.2,Request ID cards,resolved,Callback scheduled for tomorrow,5.0,True
-2614,2024-02-20 09:46:08,18659552391,3,Policy Changes,6,general,221,10.5,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-2615,2024-02-20 09:56:27,16295386405,3,Policy Changes,5,general,243,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-2616,2024-02-20 09:59:51,14250492279,3,Policy Changes,5,general,136,5.5,Report accident,resolved,Resolved on first call,3.0,True
-2617,2024-02-20 10:09:53,16800267388,0,Speak to Agent,6,general,131,7.9,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-2618,2024-02-20 10:14:21,13246839327,2,Billing & Payments,3,billing,121,0.0,Report accident,abandoned,Customer abandoned,,False
-2619,2024-02-20 10:18:59,13193924056,1,Claims,2,claims,199,9.8,Update address,resolved,Payment processed successfully,3.0,True
-2620,2024-02-20 10:26:52,18768558252,1,Claims,7,claims,29,5.0,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-2621,2024-02-20 10:40:42,15115619529,2,Billing & Payments,4,billing,168,8.0,Complaint about service,resolved,"Information provided, no action needed",4.0,True
-2622,2024-02-20 10:43:22,16637112672,0,Speak to Agent,6,general,84,10.4,Complaint about service,resolved,Payment processed successfully,4.0,True
-2623,2024-02-20 10:48:18,16659433820,0,Speak to Agent,6,general,262,7.6,Dispute claim denial,follow_up_needed,Resolved on first call,4.0,False
-2624,2024-02-20 10:52:51,15272943041,1,Claims,1,claims,349,8.7,Request ID cards,resolved,Transferred to supervisor,4.0,True
-2625,2024-02-20 10:57:44,14786406475,0,Speak to Agent,5,general,190,2.0,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-2626,2024-02-20 10:59:13,17103170124,2,Billing & Payments,4,billing,232,4.4,Request ID cards,resolved,Customer requested manager,3.0,True
-2627,2024-02-20 11:07:53,18343124509,0,Speak to Agent,6,general,110,8.2,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-2628,2024-02-20 11:26:25,17888978120,0,Speak to Agent,6,general,34,6.9,Request ID cards,resolved,Resolved on first call,4.0,True
-2629,2024-02-20 11:29:15,13795294593,0,Speak to Agent,5,general,60,1.5,Request payment plan,resolved,Customer requested manager,5.0,True
-2630,2024-02-20 11:54:55,12465452366,4,New Quote,6,general,59,7.1,Ask about deductible,follow_up_needed,"Information provided, no action needed",3.0,False
-2631,2024-02-20 12:03:02,19752433412,0,Speak to Agent,5,general,170,4.4,Change coverage level,resolved,Payment processed successfully,5.0,True
-2632,2024-02-20 12:12:51,19687165496,4,New Quote,6,general,188,4.8,Request payment plan,follow_up_needed,Resolved on first call,2.0,False
-2633,2024-02-20 12:20:41,17421920213,4,New Quote,6,general,67,9.9,Complaint about service,resolved,"Claim filed, reference number provided",5.0,True
-2634,2024-02-20 12:26:30,15018431790,0,Speak to Agent,6,general,62,9.3,Payment not processed,resolved,Resolved on first call,3.0,True
-2635,2024-02-20 13:25:00,12504187329,3,Policy Changes,6,general,63,0.0,Report accident,abandoned,Customer abandoned,,False
-2636,2024-02-20 13:36:18,16969711714,2,Billing & Payments,4,billing,182,1.0,Cancel policy,resolved,Callback scheduled for tomorrow,4.0,True
-2637,2024-02-20 13:39:49,17108873254,2,Billing & Payments,4,billing,0,6.0,Update address,resolved,Callback scheduled for tomorrow,4.0,True
-2638,2024-02-20 13:57:27,12312577843,2,Billing & Payments,3,billing,138,6.8,General coverage question,follow_up_needed,Customer requested manager,5.0,False
-2639,2024-02-20 14:02:52,16411279577,2,Billing & Payments,4,billing,110,3.1,Claim status inquiry,follow_up_needed,Customer requested manager,3.0,False
-2640,2024-02-20 14:06:33,16775355859,0,Speak to Agent,5,general,133,9.7,Dispute claim denial,resolved,Payment processed successfully,3.0,True
-2641,2024-02-20 14:09:12,15506392806,3,Policy Changes,6,general,16,10.2,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-2642,2024-02-20 14:17:43,14846438401,3,Policy Changes,5,general,7,2.1,Remove vehicle from policy,resolved,Escalated to claims adjuster,5.0,True
-2643,2024-02-20 14:20:29,14841634588,1,Claims,2,claims,360,7.1,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-2644,2024-02-20 14:38:09,18723356971,4,New Quote,5,general,58,5.3,Request proof of insurance,follow_up_needed,Escalated to claims adjuster,4.0,False
-2645,2024-02-20 14:40:03,13260632269,3,Policy Changes,6,general,113,8.8,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",4.0,False
-2646,2024-02-20 15:02:33,12962005547,2,Billing & Payments,4,billing,128,8.3,Update address,follow_up_needed,Customer requested manager,4.0,False
-2647,2024-02-20 15:07:34,17289784705,1,Claims,2,claims,0,7.9,Inquire about premium increase,follow_up_needed,"Information provided, no action needed",3.0,False
-2648,2024-02-20 15:09:11,17411819192,0,Speak to Agent,6,general,95,5.4,Request payment plan,resolved,"Information provided, no action needed",5.0,True
-2649,2024-02-20 15:45:24,19496410628,0,Speak to Agent,5,general,49,10.3,Report accident,resolved,"Claim filed, reference number provided",3.0,True
-2650,2024-02-20 15:54:40,16611115727,0,Speak to Agent,6,general,147,11.8,Payment not processed,resolved,Transferred to supervisor,5.0,True
-2651,2024-02-20 15:56:03,14977204081,0,Speak to Agent,6,general,69,9.7,Cancel policy,resolved,Payment processed successfully,3.0,True
-2652,2024-02-20 16:06:10,18646737648,4,New Quote,5,general,136,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-2653,2024-02-20 16:08:09,16756288346,3,Policy Changes,5,general,19,6.3,Change coverage level,resolved,Transferred to supervisor,4.0,True
-2654,2024-02-20 16:29:24,12631072547,4,New Quote,6,general,0,9.5,Complaint about service,transferred,Resolved on first call,4.0,False
-2655,2024-02-20 16:37:52,18259839320,0,Speak to Agent,6,general,204,8.5,Reinstate lapsed policy,transferred,Escalated to claims adjuster,3.0,False
-2656,2024-02-20 16:38:57,18869235409,3,Policy Changes,6,general,168,6.8,Complaint about service,follow_up_needed,"Claim filed, reference number provided",2.0,False
-2657,2024-02-20 17:00:15,14470742085,0,Speak to Agent,5,general,90,6.0,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",3.0,False
-2658,2024-02-20 17:00:59,14548028564,4,New Quote,5,general,208,3.1,Inquire about premium increase,resolved,Customer requested manager,5.0,True
-2659,2024-02-20 17:06:02,15354585032,1,Claims,2,claims,196,8.9,Claim status inquiry,transferred,"Claim filed, reference number provided",3.0,False
-2660,2024-02-20 17:35:24,17844032249,4,New Quote,5,general,254,6.4,Payment not processed,resolved,Customer disconnected before resolution,4.0,True
-2661,2024-02-20 17:42:25,13534542002,1,Claims,1,claims,25,8.4,Request payment plan,transferred,Payment processed successfully,5.0,False
-2662,2024-02-20 17:49:21,19361774080,2,Billing & Payments,4,billing,111,4.7,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,4.0,True
-2663,2024-02-20 18:13:53,17615945960,3,Policy Changes,5,general,104,7.9,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-2664,2024-02-20 18:21:48,15831789032,3,Policy Changes,5,general,161,5.0,Request ID cards,resolved,Policy updated per customer request,3.0,True
-2665,2024-02-20 18:42:35,18271485715,2,Billing & Payments,8,billing,52,7.5,Update payment method,transferred,Policy updated per customer request,4.0,False
-2666,2024-02-20 18:42:42,16416899021,3,Policy Changes,5,general,193,5.4,Request payment plan,resolved,Policy updated per customer request,5.0,True
-2667,2024-02-20 18:44:38,13400669246,3,Policy Changes,5,general,195,7.8,Claim status inquiry,resolved,Transferred to supervisor,3.0,True
-2668,2024-02-21 07:48:21,17209850600,0,Speak to Agent,5,general,47,4.0,Report accident,follow_up_needed,Customer requested manager,3.0,False
-2669,2024-02-21 07:49:47,17793967379,2,Billing & Payments,4,billing,215,9.9,Change coverage level,transferred,"Claim filed, reference number provided",2.0,False
-2670,2024-02-21 07:50:57,13377949899,1,Claims,2,claims,168,10.7,Filing new auto claim,follow_up_needed,"Claim filed, reference number provided",4.0,False
-2671,2024-02-21 08:11:39,18370249384,0,Speak to Agent,5,general,140,4.4,Filing new auto claim,resolved,Escalated to claims adjuster,3.0,True
-2672,2024-02-21 08:54:06,19970355716,3,Policy Changes,5,general,96,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-2673,2024-02-21 09:00:23,17512931964,1,Claims,2,claims,209,6.8,Filing new auto claim,transferred,Callback scheduled for tomorrow,3.0,False
-2674,2024-02-21 09:01:43,16490813070,1,Claims,1,claims,56,5.7,Complaint about service,resolved,Escalated to claims adjuster,4.0,True
-2675,2024-02-21 09:08:34,18011342797,1,Claims,7,claims,0,4.9,Remove vehicle from policy,resolved,Escalated to claims adjuster,4.0,True
-2676,2024-02-21 09:21:26,17895824362,0,Speak to Agent,5,general,130,4.3,Inquire about premium increase,follow_up_needed,Resolved on first call,2.0,False
-2677,2024-02-21 09:22:41,18762714964,2,Billing & Payments,4,billing,102,8.4,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-2678,2024-02-21 09:37:12,19777488869,2,Billing & Payments,4,billing,162,9.0,Update address,follow_up_needed,Payment processed successfully,4.0,False
-2679,2024-02-21 09:43:52,17786995318,0,Speak to Agent,6,general,22,13.8,General coverage question,resolved,Resolved on first call,3.0,True
-2680,2024-02-21 10:27:15,18754216614,3,Policy Changes,6,general,121,2.0,Request payment plan,transferred,Policy updated per customer request,3.0,False
-2681,2024-02-21 10:30:20,16286070563,3,Policy Changes,5,general,36,5.1,Cancel policy,resolved,Payment processed successfully,5.0,True
-2682,2024-02-21 10:30:55,16767314860,2,Billing & Payments,8,billing,51,3.5,General coverage question,transferred,Callback scheduled for tomorrow,3.0,False
-2683,2024-02-21 10:49:45,19374749379,3,Policy Changes,6,general,0,9.5,Ask about deductible,resolved,"Claim filed, reference number provided",3.0,True
-2684,2024-02-21 10:58:50,12056350719,2,Billing & Payments,3,billing,222,3.9,Add driver to policy,follow_up_needed,Customer requested manager,5.0,False
-2685,2024-02-21 11:30:01,15999132076,3,Policy Changes,6,general,134,10.6,Update address,resolved,Resolved on first call,4.0,True
-2686,2024-02-21 11:32:37,19634942203,1,Claims,7,claims,111,8.0,Payment not processed,follow_up_needed,Customer disconnected before resolution,3.0,False
-2687,2024-02-21 11:32:43,16922976287,4,New Quote,5,general,177,3.9,Claim status inquiry,resolved,Policy updated per customer request,4.0,True
-2688,2024-02-21 11:36:16,16010797278,2,Billing & Payments,4,billing,232,7.5,Claim status inquiry,resolved,Customer requested manager,3.0,True
-2689,2024-02-21 11:45:00,17613060800,2,Billing & Payments,3,billing,277,7.9,Request ID cards,transferred,"Claim filed, reference number provided",3.0,False
-2690,2024-02-21 11:45:03,18949971514,2,Billing & Payments,4,billing,106,7.9,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-2691,2024-02-21 11:48:13,16585040701,2,Billing & Payments,8,billing,39,4.4,Report accident,follow_up_needed,Policy updated per customer request,3.0,False
-2692,2024-02-21 11:56:44,13598277336,0,Speak to Agent,6,general,64,3.9,Claim status inquiry,follow_up_needed,Transferred to supervisor,2.0,False
-2693,2024-02-21 11:58:21,16361991569,1,Claims,2,claims,298,3.6,General coverage question,resolved,Escalated to claims adjuster,4.0,True
-2694,2024-02-21 12:10:00,18904559256,3,Policy Changes,6,general,145,8.0,General coverage question,resolved,Payment processed successfully,4.0,True
-2695,2024-02-21 12:17:19,17500271480,0,Speak to Agent,5,general,11,4.4,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-2696,2024-02-21 12:23:28,13028047029,3,Policy Changes,6,general,215,7.3,Ask about discounts,follow_up_needed,Transferred to supervisor,4.0,False
-2697,2024-02-21 12:39:30,19994904187,1,Claims,7,claims,64,8.9,Ask about deductible,resolved,Payment processed successfully,5.0,True
-2698,2024-02-21 12:46:40,13840290399,2,Billing & Payments,4,billing,117,2.9,Change coverage level,resolved,Customer requested manager,2.0,True
-2699,2024-02-21 12:58:14,16524697158,2,Billing & Payments,8,billing,130,2.1,Request ID cards,resolved,"Claim filed, reference number provided",2.0,True
-2700,2024-02-21 13:14:00,16170611502,4,New Quote,6,general,143,4.9,Reinstate lapsed policy,resolved,"Information provided, no action needed",4.0,True
-2701,2024-02-21 13:40:37,15593246985,0,Speak to Agent,6,general,311,9.4,Filing new auto claim,resolved,Escalated to claims adjuster,3.0,True
-2702,2024-02-21 13:40:46,17644637881,4,New Quote,6,general,103,14.3,Add driver to policy,transferred,Resolved on first call,2.0,False
-2703,2024-02-21 13:52:36,17693893834,3,Policy Changes,6,general,226,2.6,Ask about deductible,transferred,"Claim filed, reference number provided",2.0,False
-2704,2024-02-21 14:00:48,18380459037,2,Billing & Payments,3,billing,13,7.2,Cancel policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-2705,2024-02-21 14:04:56,12528333005,2,Billing & Payments,4,billing,27,6.1,Update payment method,follow_up_needed,Escalated to claims adjuster,4.0,False
-2706,2024-02-21 14:06:10,17086105951,3,Policy Changes,5,general,251,5.7,Complaint about service,transferred,Payment processed successfully,3.0,False
-2707,2024-02-21 14:07:34,18924301615,1,Claims,1,claims,49,5.2,Reinstate lapsed policy,resolved,"Information provided, no action needed",4.0,True
-2708,2024-02-21 14:19:44,18852146127,4,New Quote,6,general,21,9.7,Change coverage level,resolved,Transferred to supervisor,4.0,True
-2709,2024-02-21 14:37:41,17290021800,1,Claims,2,claims,34,5.9,General coverage question,transferred,"Claim filed, reference number provided",4.0,False
-2710,2024-02-21 14:46:10,14039205593,2,Billing & Payments,3,billing,271,5.0,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-2711,2024-02-21 14:57:19,16879436911,1,Claims,2,claims,116,8.3,Payment not processed,follow_up_needed,Escalated to claims adjuster,4.0,False
-2712,2024-02-21 15:03:47,15506513979,3,Policy Changes,6,general,51,7.1,General coverage question,resolved,Callback scheduled for tomorrow,5.0,True
-2713,2024-02-21 15:16:52,13048695577,3,Policy Changes,6,general,250,9.5,Cancel policy,follow_up_needed,Customer requested manager,4.0,False
-2714,2024-02-21 15:35:23,19749556949,0,Speak to Agent,6,general,99,4.4,Reinstate lapsed policy,follow_up_needed,Customer disconnected before resolution,4.0,False
-2715,2024-02-21 15:45:25,13114519615,2,Billing & Payments,8,billing,334,10.4,Complaint about service,resolved,"Information provided, no action needed",5.0,True
-2716,2024-02-21 15:51:08,13610557364,2,Billing & Payments,4,billing,180,5.7,Change coverage level,resolved,Transferred to supervisor,3.0,True
-2717,2024-02-21 16:02:20,15429341292,1,Claims,7,claims,39,4.8,Ask about discounts,follow_up_needed,Policy updated per customer request,2.0,False
-2718,2024-02-21 16:18:20,13005801766,4,New Quote,6,general,157,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-2719,2024-02-21 16:21:21,15932656888,1,Claims,1,claims,145,3.5,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-2720,2024-02-21 16:30:09,12699202950,0,Speak to Agent,6,general,336,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-2721,2024-02-21 16:49:35,18518064045,1,Claims,1,claims,241,8.0,Request proof of insurance,resolved,"Claim filed, reference number provided",3.0,True
-2722,2024-02-21 16:51:17,13759979584,1,Claims,7,claims,0,8.4,Report accident,resolved,Escalated to claims adjuster,3.0,True
-2723,2024-02-21 16:56:53,12980300216,2,Billing & Payments,3,billing,299,4.6,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-2724,2024-02-21 17:09:16,12699795143,3,Policy Changes,6,general,308,6.8,Update address,resolved,Payment processed successfully,3.0,True
-2725,2024-02-21 17:19:18,15856676489,1,Claims,7,claims,0,7.7,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-2726,2024-02-21 17:54:18,19518340500,1,Claims,1,claims,170,7.1,Update payment method,resolved,Payment processed successfully,2.0,True
-2727,2024-02-21 18:12:37,14935252686,0,Speak to Agent,5,general,160,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-2728,2024-02-21 18:13:23,18993314529,0,Speak to Agent,5,general,105,3.9,Inquire about premium increase,resolved,Escalated to claims adjuster,5.0,True
-2729,2024-02-21 18:16:21,19268130897,4,New Quote,6,general,130,7.3,Add driver to policy,resolved,"Information provided, no action needed",3.0,True
-2730,2024-02-21 18:29:46,15343096542,2,Billing & Payments,8,billing,59,4.0,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-2731,2024-02-22 07:08:18,19801901507,2,Billing & Payments,4,billing,0,6.6,Filing new auto claim,resolved,Resolved on first call,4.0,True
-2732,2024-02-22 07:28:25,14275946865,2,Billing & Payments,3,billing,0,6.4,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-2733,2024-02-22 07:28:46,12471659474,0,Speak to Agent,6,general,22,8.3,Update payment method,resolved,Transferred to supervisor,4.0,True
-2734,2024-02-22 07:57:23,14842402376,3,Policy Changes,6,general,119,5.0,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-2735,2024-02-22 08:01:02,18921100850,2,Billing & Payments,8,billing,95,7.2,Cancel policy,resolved,Callback scheduled for tomorrow,3.0,True
-2736,2024-02-22 08:02:25,18530263520,0,Speak to Agent,6,general,121,7.0,Report accident,resolved,Payment processed successfully,3.0,True
-2737,2024-02-22 08:16:13,18346976498,3,Policy Changes,6,general,172,7.7,Report accident,resolved,Escalated to claims adjuster,3.0,True
-2738,2024-02-22 08:32:39,14756689350,0,Speak to Agent,5,general,59,4.4,Reinstate lapsed policy,resolved,Resolved on first call,4.0,True
-2739,2024-02-22 08:36:32,13016232368,4,New Quote,6,general,189,6.8,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,4.0,True
-2740,2024-02-22 08:54:25,18710426306,4,New Quote,5,general,0,4.3,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-2741,2024-02-22 09:13:14,15424580756,0,Speak to Agent,5,general,239,6.1,Add driver to policy,resolved,Customer disconnected before resolution,2.0,True
-2742,2024-02-22 09:20:40,18733114224,0,Speak to Agent,5,general,303,0.8,Ask about deductible,follow_up_needed,Transferred to supervisor,3.0,False
-2743,2024-02-22 09:21:44,14209118948,2,Billing & Payments,4,billing,82,4.8,Cancel policy,resolved,Customer disconnected before resolution,3.0,True
-2744,2024-02-22 09:27:31,15039209412,0,Speak to Agent,5,general,165,7.0,Claim status inquiry,transferred,Transferred to supervisor,2.0,False
-2745,2024-02-22 09:41:57,18721701463,4,New Quote,5,general,154,3.1,Cancel policy,resolved,Transferred to supervisor,4.0,True
-2746,2024-02-22 10:06:07,16259840635,3,Policy Changes,6,general,184,11.0,Request payment plan,resolved,Customer requested manager,4.0,True
-2747,2024-02-22 10:06:26,19961537111,2,Billing & Payments,8,billing,0,3.5,Request proof of insurance,follow_up_needed,Transferred to supervisor,4.0,False
-2748,2024-02-22 10:11:18,12265382814,2,Billing & Payments,4,billing,64,10.1,Request proof of insurance,resolved,Resolved on first call,4.0,True
-2749,2024-02-22 10:15:43,15596797474,4,New Quote,5,general,133,1.2,Dispute claim denial,resolved,Payment processed successfully,3.0,True
-2750,2024-02-22 10:46:39,16920215886,0,Speak to Agent,5,general,95,4.8,Request ID cards,resolved,Transferred to supervisor,4.0,True
-2751,2024-02-22 10:58:50,12248167958,0,Speak to Agent,5,general,220,3.3,Request payment plan,transferred,Payment processed successfully,2.0,False
-2752,2024-02-22 11:08:01,16825983935,4,New Quote,5,general,102,6.4,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-2753,2024-02-22 11:16:44,17253445245,3,Policy Changes,5,general,203,2.9,Ask about deductible,resolved,Resolved on first call,4.0,True
-2754,2024-02-22 11:18:35,14266601469,1,Claims,2,claims,189,9.3,Report accident,transferred,Payment processed successfully,4.0,False
-2755,2024-02-22 11:19:02,16545336061,3,Policy Changes,5,general,258,1.7,Cancel policy,follow_up_needed,Transferred to supervisor,3.0,False
-2756,2024-02-22 11:29:25,17679893094,1,Claims,7,claims,35,6.1,Complaint about service,follow_up_needed,Transferred to supervisor,2.0,False
-2757,2024-02-22 12:38:06,16534741689,4,New Quote,6,general,350,6.9,Remove vehicle from policy,follow_up_needed,Transferred to supervisor,5.0,False
-2758,2024-02-22 13:02:25,12261418932,4,New Quote,6,general,123,6.9,Remove vehicle from policy,resolved,Policy updated per customer request,3.0,True
-2759,2024-02-22 13:06:50,14141517854,4,New Quote,6,general,294,9.1,Request payment plan,resolved,Policy updated per customer request,4.0,True
-2760,2024-02-22 13:23:00,15326388919,4,New Quote,5,general,217,3.7,Update address,follow_up_needed,"Claim filed, reference number provided",3.0,False
-2761,2024-02-22 13:25:34,16047662055,4,New Quote,6,general,213,11.5,Complaint about service,follow_up_needed,Transferred to supervisor,2.0,False
-2762,2024-02-22 13:46:33,13719056063,3,Policy Changes,5,general,50,5.9,Payment not processed,resolved,Customer requested manager,4.0,True
-2763,2024-02-22 13:49:43,18255959387,0,Speak to Agent,6,general,112,7.6,Update payment method,resolved,"Information provided, no action needed",3.0,True
-2764,2024-02-22 14:13:27,15350451386,2,Billing & Payments,3,billing,126,7.8,General coverage question,resolved,Escalated to claims adjuster,3.0,True
-2765,2024-02-22 14:53:08,17462373885,2,Billing & Payments,4,billing,159,3.8,General coverage question,resolved,Transferred to supervisor,3.0,True
-2766,2024-02-22 15:01:51,19961133113,1,Claims,1,claims,85,4.7,Update address,follow_up_needed,Resolved on first call,3.0,False
-2767,2024-02-22 15:05:18,13695879408,4,New Quote,6,general,0,10.4,Payment not processed,resolved,"Claim filed, reference number provided",4.0,True
-2768,2024-02-22 15:10:13,19320144487,4,New Quote,5,general,177,6.0,Report accident,resolved,Customer requested manager,3.0,True
-2769,2024-02-22 15:35:25,15401355083,1,Claims,7,claims,43,9.1,Request ID cards,resolved,Payment processed successfully,3.0,True
-2770,2024-02-22 15:55:47,16087202285,4,New Quote,6,general,119,9.0,Payment not processed,transferred,"Information provided, no action needed",4.0,False
-2771,2024-02-22 15:59:05,13413724777,1,Claims,7,claims,318,5.3,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-2772,2024-02-22 16:30:45,15063983536,4,New Quote,5,general,105,0.0,General coverage question,abandoned,Customer abandoned,,False
-2773,2024-02-22 16:46:07,14960307072,3,Policy Changes,5,general,24,5.1,Request payment plan,transferred,Escalated to claims adjuster,4.0,False
-2774,2024-02-22 16:50:42,15386447553,1,Claims,7,claims,88,7.9,Inquire about premium increase,follow_up_needed,Escalated to claims adjuster,5.0,False
-2775,2024-02-22 17:11:19,14540975935,0,Speak to Agent,5,general,44,9.9,Reinstate lapsed policy,resolved,Customer disconnected before resolution,5.0,True
-2776,2024-02-22 17:34:16,12824726286,3,Policy Changes,5,general,186,5.7,General coverage question,follow_up_needed,"Claim filed, reference number provided",2.0,False
-2777,2024-02-22 18:04:42,17855927673,2,Billing & Payments,3,billing,150,5.9,Request proof of insurance,resolved,Resolved on first call,4.0,True
-2778,2024-02-22 18:26:42,15055718085,4,New Quote,6,general,158,11.1,Inquire about premium increase,resolved,Payment processed successfully,4.0,True
-2779,2024-02-23 07:01:05,16796915954,4,New Quote,6,general,166,5.2,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-2780,2024-02-23 07:30:05,12017495506,3,Policy Changes,6,general,133,11.1,Ask about deductible,transferred,Escalated to claims adjuster,4.0,False
-2781,2024-02-23 07:42:05,16822681330,1,Claims,1,claims,338,8.0,Request ID cards,resolved,Payment processed successfully,3.0,True
-2782,2024-02-23 07:52:33,19681703853,2,Billing & Payments,4,billing,178,6.4,General coverage question,resolved,Customer requested manager,4.0,True
-2783,2024-02-23 07:55:30,13533264124,2,Billing & Payments,4,billing,24,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-2784,2024-02-23 08:15:26,13155614580,1,Claims,2,claims,42,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-2785,2024-02-23 09:08:19,17332343967,4,New Quote,5,general,47,0.0,Request ID cards,abandoned,Customer abandoned,,False
-2786,2024-02-23 09:14:13,12393324204,4,New Quote,6,general,0,5.7,Update address,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-2787,2024-02-23 09:20:30,13176992898,4,New Quote,5,general,182,3.5,Payment not processed,resolved,Transferred to supervisor,4.0,True
-2788,2024-02-23 09:26:21,19441487471,0,Speak to Agent,6,general,37,7.2,Report accident,resolved,"Claim filed, reference number provided",3.0,True
-2789,2024-02-23 09:46:09,12068864523,1,Claims,1,claims,242,10.4,Update address,follow_up_needed,Policy updated per customer request,3.0,False
-2790,2024-02-23 09:51:14,15148475352,1,Claims,2,claims,0,6.3,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-2791,2024-02-23 10:02:08,14666571474,3,Policy Changes,6,general,201,12.3,Filing new auto claim,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-2792,2024-02-23 10:03:04,14603771498,3,Policy Changes,5,general,255,0.8,Reinstate lapsed policy,follow_up_needed,Resolved on first call,4.0,False
-2793,2024-02-23 10:06:14,16433288921,4,New Quote,5,general,147,2.4,Filing new auto claim,transferred,Payment processed successfully,4.0,False
-2794,2024-02-23 10:08:43,14841443519,0,Speak to Agent,5,general,214,3.9,Request proof of insurance,follow_up_needed,Escalated to claims adjuster,4.0,False
-2795,2024-02-23 10:10:58,19480192924,4,New Quote,6,general,0,9.9,Update address,follow_up_needed,"Claim filed, reference number provided",3.0,False
-2796,2024-02-23 10:50:20,17399590046,3,Policy Changes,5,general,0,2.8,Claim status inquiry,resolved,Resolved on first call,3.0,True
-2797,2024-02-23 10:51:21,19672582121,0,Speak to Agent,6,general,61,10.6,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-2798,2024-02-23 10:51:38,17600964080,0,Speak to Agent,6,general,158,8.3,Complaint about service,resolved,Customer requested manager,4.0,True
-2799,2024-02-23 10:58:19,18813433909,3,Policy Changes,5,general,142,0.0,General coverage question,abandoned,Customer abandoned,,False
-2800,2024-02-23 11:02:33,14188017385,1,Claims,7,claims,118,9.5,Change coverage level,follow_up_needed,"Claim filed, reference number provided",3.0,False
-2801,2024-02-23 11:22:43,15099505369,0,Speak to Agent,6,general,83,10.8,Report accident,resolved,Escalated to claims adjuster,3.0,True
-2802,2024-02-23 11:44:28,13127086019,0,Speak to Agent,6,general,59,9.6,Update address,resolved,Resolved on first call,4.0,True
-2803,2024-02-23 11:47:59,15428808715,4,New Quote,6,general,121,9.3,Add driver to policy,follow_up_needed,"Information provided, no action needed",4.0,False
-2804,2024-02-23 11:54:51,16644116823,3,Policy Changes,6,general,11,10.5,Dispute claim denial,follow_up_needed,Policy updated per customer request,5.0,False
-2805,2024-02-23 11:55:50,12074568558,0,Speak to Agent,5,general,165,6.4,Complaint about service,transferred,Policy updated per customer request,5.0,False
-2806,2024-02-23 11:58:14,13971630678,3,Policy Changes,5,general,156,5.6,General coverage question,resolved,"Information provided, no action needed",5.0,True
-2807,2024-02-23 12:16:19,18966411186,1,Claims,7,claims,0,6.7,Report accident,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-2808,2024-02-23 12:58:49,19226695257,4,New Quote,5,general,0,1.3,Claim status inquiry,follow_up_needed,Payment processed successfully,3.0,False
-2809,2024-02-23 13:17:45,12710544519,0,Speak to Agent,6,general,148,5.8,Add driver to policy,resolved,Callback scheduled for tomorrow,4.0,True
-2810,2024-02-23 13:27:14,14432234799,3,Policy Changes,6,general,307,8.2,Reinstate lapsed policy,transferred,Callback scheduled for tomorrow,3.0,False
-2811,2024-02-23 13:28:04,13221563135,4,New Quote,5,general,179,3.4,Ask about deductible,resolved,Escalated to claims adjuster,3.0,True
-2812,2024-02-23 13:37:12,13969185751,3,Policy Changes,6,general,125,1.9,Inquire about premium increase,resolved,"Claim filed, reference number provided",2.0,True
-2813,2024-02-23 13:44:47,17606133725,3,Policy Changes,5,general,63,1.0,Complaint about service,resolved,"Information provided, no action needed",4.0,True
-2814,2024-02-23 13:55:19,16427284352,4,New Quote,6,general,207,8.0,Change coverage level,resolved,"Claim filed, reference number provided",5.0,True
-2815,2024-02-23 14:01:02,13915447319,2,Billing & Payments,8,billing,210,1.9,Update payment method,follow_up_needed,Customer requested manager,5.0,False
-2816,2024-02-23 14:07:00,12919808858,3,Policy Changes,6,general,100,9.8,Request proof of insurance,resolved,Policy updated per customer request,5.0,True
-2817,2024-02-23 14:33:05,16422434059,4,New Quote,5,general,222,4.7,Inquire about premium increase,resolved,"Information provided, no action needed",5.0,True
-2818,2024-02-23 14:34:58,19448834272,0,Speak to Agent,6,general,94,10.7,Add driver to policy,resolved,"Information provided, no action needed",4.0,True
-2819,2024-02-23 14:38:27,16508625984,0,Speak to Agent,5,general,134,2.7,Complaint about service,transferred,Customer disconnected before resolution,5.0,False
-2820,2024-02-23 14:40:11,13977405942,3,Policy Changes,5,general,0,4.3,General coverage question,resolved,Resolved on first call,4.0,True
-2821,2024-02-23 14:48:18,14057434194,2,Billing & Payments,8,billing,125,5.1,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-2822,2024-02-23 14:54:58,15296682999,0,Speak to Agent,5,general,2,0.7,Remove vehicle from policy,resolved,Transferred to supervisor,5.0,True
-2823,2024-02-23 14:58:54,14452300187,0,Speak to Agent,6,general,208,6.1,Request proof of insurance,resolved,"Claim filed, reference number provided",5.0,True
-2824,2024-02-23 15:02:06,17380997663,0,Speak to Agent,5,general,310,7.4,Request ID cards,resolved,Transferred to supervisor,4.0,True
-2825,2024-02-23 15:32:16,15507569949,1,Claims,7,claims,83,8.2,Inquire about premium increase,follow_up_needed,Customer disconnected before resolution,4.0,False
-2826,2024-02-23 15:34:30,16384651351,3,Policy Changes,6,general,217,11.7,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-2827,2024-02-23 15:45:06,19461403266,2,Billing & Payments,4,billing,98,1.7,Report accident,resolved,Customer disconnected before resolution,4.0,True
-2828,2024-02-23 15:51:37,16215132558,0,Speak to Agent,6,general,139,8.3,Complaint about service,follow_up_needed,Transferred to supervisor,2.0,False
-2829,2024-02-23 16:01:00,17264258482,0,Speak to Agent,6,general,155,6.4,Filing new auto claim,resolved,Payment processed successfully,5.0,True
-2830,2024-02-23 16:16:13,12283232086,2,Billing & Payments,4,billing,212,8.7,Cancel policy,resolved,Resolved on first call,2.0,True
-2831,2024-02-23 16:21:37,16899526007,3,Policy Changes,6,general,198,9.8,Claim status inquiry,resolved,Callback scheduled for tomorrow,5.0,True
-2832,2024-02-23 16:29:55,19428315226,1,Claims,1,claims,116,5.1,Filing new auto claim,follow_up_needed,Customer disconnected before resolution,1.0,False
-2833,2024-02-23 16:51:47,18404644871,1,Claims,7,claims,130,4.6,Change coverage level,resolved,Policy updated per customer request,4.0,True
-2834,2024-02-23 16:57:01,13669556552,3,Policy Changes,6,general,93,14.8,General coverage question,resolved,Transferred to supervisor,4.0,True
-2835,2024-02-23 17:08:41,19072787829,4,New Quote,5,general,8,3.1,Inquire about premium increase,resolved,Policy updated per customer request,4.0,True
-2836,2024-02-23 17:15:04,14503713901,3,Policy Changes,5,general,55,8.7,Add driver to policy,resolved,"Information provided, no action needed",3.0,True
-2837,2024-02-23 17:21:47,18692894584,1,Claims,2,claims,135,7.7,Claim status inquiry,resolved,Resolved on first call,4.0,True
-2838,2024-02-23 17:40:07,16202710653,3,Policy Changes,6,general,145,10.3,Payment not processed,resolved,Customer requested manager,5.0,True
-2839,2024-02-23 17:41:59,14583779156,1,Claims,7,claims,0,5.2,Claim status inquiry,resolved,Customer disconnected before resolution,5.0,True
-2840,2024-02-23 17:46:00,16346775450,0,Speak to Agent,6,general,189,0.0,Report accident,abandoned,Customer abandoned,,False
-2841,2024-02-23 17:48:22,15681827857,2,Billing & Payments,8,billing,143,6.2,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-2842,2024-02-23 18:00:14,15290315987,0,Speak to Agent,5,general,45,3.7,Request ID cards,resolved,Policy updated per customer request,5.0,True
-2843,2024-02-23 18:06:23,19918952010,3,Policy Changes,6,general,12,6.3,Change coverage level,resolved,Customer disconnected before resolution,3.0,True
-2844,2024-02-23 18:37:20,17095015225,0,Speak to Agent,5,general,160,5.7,Payment not processed,follow_up_needed,Resolved on first call,3.0,False
-2845,2024-02-23 18:41:42,14466078978,0,Speak to Agent,5,general,157,6.7,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-2846,2024-02-23 18:44:03,18918008713,3,Policy Changes,6,general,19,6.8,Update address,resolved,Transferred to supervisor,2.0,True
-2847,2024-02-23 18:57:39,15173437662,0,Speak to Agent,6,general,202,9.3,Dispute claim denial,resolved,Resolved on first call,3.0,True
-2848,2024-02-24 09:06:00,13063857441,3,Policy Changes,6,general,69,10.9,Change coverage level,resolved,Transferred to supervisor,5.0,True
-2849,2024-02-24 09:25:49,17682563258,3,Policy Changes,5,general,224,5.6,General coverage question,resolved,Payment processed successfully,4.0,True
-2850,2024-02-24 09:28:10,14742622416,4,New Quote,5,general,29,2.6,General coverage question,transferred,Callback scheduled for tomorrow,4.0,False
-2851,2024-02-24 09:35:34,17878589890,3,Policy Changes,6,general,90,10.8,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-2852,2024-02-24 09:47:47,19456699816,4,New Quote,5,general,121,7.9,Ask about deductible,transferred,Transferred to supervisor,4.0,False
-2853,2024-02-24 09:57:59,15269531803,3,Policy Changes,6,general,214,6.7,General coverage question,follow_up_needed,Customer disconnected before resolution,4.0,False
-2854,2024-02-24 10:05:27,14892584977,1,Claims,1,claims,90,10.7,Payment not processed,resolved,Transferred to supervisor,4.0,True
-2855,2024-02-24 10:05:35,19063046651,1,Claims,7,claims,0,7.0,Remove vehicle from policy,resolved,Policy updated per customer request,4.0,True
-2856,2024-02-24 10:09:48,18035298663,1,Claims,7,claims,0,7.6,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",3.0,False
-2857,2024-02-24 10:23:21,18074963784,1,Claims,1,claims,0,4.0,Filing new auto claim,resolved,"Information provided, no action needed",3.0,True
-2858,2024-02-24 10:35:15,16221173984,2,Billing & Payments,4,billing,255,2.2,Payment not processed,transferred,Customer disconnected before resolution,2.0,False
-2859,2024-02-24 10:56:50,17279377490,1,Claims,7,claims,116,7.9,Claim status inquiry,resolved,"Claim filed, reference number provided",4.0,True
-2860,2024-02-24 11:14:21,18793140089,1,Claims,2,claims,112,9.6,Dispute claim denial,resolved,Customer disconnected before resolution,5.0,True
-2861,2024-02-24 11:26:32,17752307715,4,New Quote,5,general,44,6.5,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-2862,2024-02-24 11:33:22,15877734489,3,Policy Changes,5,general,142,5.3,Update payment method,follow_up_needed,Resolved on first call,4.0,False
-2863,2024-02-24 11:39:46,16969262701,2,Billing & Payments,3,billing,82,3.5,Update payment method,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-2864,2024-02-24 11:43:16,15312692851,0,Speak to Agent,5,general,13,2.8,Update address,resolved,Customer requested manager,5.0,True
-2865,2024-02-24 11:49:21,15851528624,1,Claims,1,claims,102,3.8,Cancel policy,resolved,Transferred to supervisor,5.0,True
-2866,2024-02-24 11:54:23,17298248785,2,Billing & Payments,3,billing,58,5.0,Filing new auto claim,resolved,"Claim filed, reference number provided",5.0,True
-2867,2024-02-24 12:02:13,16024501967,0,Speak to Agent,5,general,121,3.8,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-2868,2024-02-24 12:30:32,17605283435,1,Claims,2,claims,36,10.9,Complaint about service,resolved,Transferred to supervisor,3.0,True
-2869,2024-02-24 12:33:01,18283849848,3,Policy Changes,5,general,30,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-2870,2024-02-24 12:44:59,18165798033,4,New Quote,6,general,102,0.0,General coverage question,abandoned,Customer abandoned,,False
-2871,2024-02-24 12:53:03,13881410287,0,Speak to Agent,6,general,0,7.2,Report accident,resolved,Callback scheduled for tomorrow,3.0,True
-2872,2024-02-26 07:08:54,14423602304,2,Billing & Payments,8,billing,115,1.4,Add driver to policy,resolved,Customer requested manager,4.0,True
-2873,2024-02-26 07:11:00,18164198988,1,Claims,7,claims,89,5.4,Ask about deductible,transferred,"Claim filed, reference number provided",4.0,False
-2874,2024-02-26 07:12:15,15853399872,4,New Quote,5,general,227,7.0,Change coverage level,resolved,"Information provided, no action needed",5.0,True
-2875,2024-02-26 07:17:38,14961137238,0,Speak to Agent,6,general,103,7.1,Update address,resolved,"Information provided, no action needed",4.0,True
-2876,2024-02-26 07:20:08,14242032836,2,Billing & Payments,3,billing,25,5.4,Request ID cards,transferred,Escalated to claims adjuster,5.0,False
-2877,2024-02-26 07:25:31,18516085912,1,Claims,2,claims,86,4.0,Reinstate lapsed policy,resolved,Policy updated per customer request,5.0,True
-2878,2024-02-26 07:25:35,13893958968,3,Policy Changes,6,general,133,9.2,Request proof of insurance,follow_up_needed,Transferred to supervisor,4.0,False
-2879,2024-02-26 07:26:45,12474924300,4,New Quote,6,general,142,6.0,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-2880,2024-02-26 07:38:36,17761201890,1,Claims,1,claims,133,6.8,Update payment method,resolved,Customer requested manager,5.0,True
-2881,2024-02-26 07:38:40,12891968324,2,Billing & Payments,4,billing,0,7.9,Ask about discounts,follow_up_needed,Policy updated per customer request,4.0,False
-2882,2024-02-26 07:51:11,15626259682,4,New Quote,6,general,236,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-2883,2024-02-26 07:52:39,15593342175,3,Policy Changes,6,general,132,9.9,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-2884,2024-02-26 07:57:21,16127040101,4,New Quote,6,general,208,8.3,Report accident,resolved,Payment processed successfully,3.0,True
-2885,2024-02-26 08:26:34,14249967734,1,Claims,2,claims,191,4.7,Ask about discounts,resolved,Resolved on first call,3.0,True
-2886,2024-02-26 08:33:06,14373390508,4,New Quote,6,general,229,9.0,Remove vehicle from policy,resolved,Resolved on first call,3.0,True
-2887,2024-02-26 08:46:27,18699308836,2,Billing & Payments,8,billing,167,2.3,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-2888,2024-02-26 08:50:57,12633003874,1,Claims,7,claims,254,3.8,Update address,follow_up_needed,Policy updated per customer request,3.0,False
-2889,2024-02-26 08:52:59,16040599655,2,Billing & Payments,3,billing,174,8.9,Claim status inquiry,follow_up_needed,Transferred to supervisor,3.0,False
-2890,2024-02-26 08:58:53,18138116188,1,Claims,7,claims,143,5.8,Update payment method,transferred,Callback scheduled for tomorrow,4.0,False
-2891,2024-02-26 08:58:54,12250080543,3,Policy Changes,6,general,235,7.5,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-2892,2024-02-26 09:00:03,19309882671,4,New Quote,6,general,140,4.2,Inquire about premium increase,resolved,Resolved on first call,5.0,True
-2893,2024-02-26 09:04:08,12818962640,0,Speak to Agent,6,general,163,4.9,Complaint about service,transferred,Resolved on first call,3.0,False
-2894,2024-02-26 09:08:32,12748543733,3,Policy Changes,5,general,122,5.8,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-2895,2024-02-26 09:09:23,14499297297,4,New Quote,6,general,50,7.9,Request proof of insurance,resolved,Escalated to claims adjuster,3.0,True
-2896,2024-02-26 09:14:33,16176034824,3,Policy Changes,6,general,105,6.9,Cancel policy,follow_up_needed,Payment processed successfully,4.0,False
-2897,2024-02-26 09:24:22,16942436624,1,Claims,1,claims,207,8.2,Request proof of insurance,resolved,Callback scheduled for tomorrow,3.0,True
-2898,2024-02-26 09:36:01,14766762219,4,New Quote,6,general,5,14.6,General coverage question,resolved,Resolved on first call,4.0,True
-2899,2024-02-26 09:45:34,14521855519,1,Claims,1,claims,0,6.9,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-2900,2024-02-26 09:52:00,15651486357,0,Speak to Agent,6,general,181,10.1,Change coverage level,follow_up_needed,Policy updated per customer request,3.0,False
-2901,2024-02-26 09:59:12,16143580514,4,New Quote,6,general,102,11.9,Ask about deductible,resolved,Transferred to supervisor,3.0,True
-2902,2024-02-26 09:59:39,19307048851,2,Billing & Payments,8,billing,200,7.1,Change coverage level,resolved,Transferred to supervisor,4.0,True
-2903,2024-02-26 10:02:09,19419227950,0,Speak to Agent,5,general,106,4.0,Change coverage level,resolved,"Information provided, no action needed",3.0,True
-2904,2024-02-26 10:04:10,17347248588,0,Speak to Agent,5,general,115,4.2,Report accident,follow_up_needed,Customer requested manager,2.0,False
-2905,2024-02-26 10:04:32,19460019521,2,Billing & Payments,8,billing,164,3.3,Payment not processed,follow_up_needed,Customer requested manager,3.0,False
-2906,2024-02-26 10:15:05,19424565650,3,Policy Changes,6,general,240,3.2,Payment not processed,follow_up_needed,Policy updated per customer request,4.0,False
-2907,2024-02-26 10:29:48,16612728524,0,Speak to Agent,5,general,49,13.9,Claim status inquiry,resolved,Customer requested manager,5.0,True
-2908,2024-02-26 10:46:43,12770356444,1,Claims,1,claims,0,9.3,Filing new auto claim,resolved,Callback scheduled for tomorrow,3.0,True
-2909,2024-02-26 10:47:05,16339223332,1,Claims,7,claims,30,6.8,Payment not processed,resolved,Payment processed successfully,3.0,True
-2910,2024-02-26 10:47:09,13994925403,0,Speak to Agent,5,general,109,5.2,Change coverage level,follow_up_needed,"Claim filed, reference number provided",5.0,False
-2911,2024-02-26 10:48:16,19416437765,2,Billing & Payments,4,billing,0,6.5,Remove vehicle from policy,resolved,Customer requested manager,3.0,True
-2912,2024-02-26 10:54:57,17147192914,1,Claims,1,claims,250,7.3,Claim status inquiry,transferred,Callback scheduled for tomorrow,3.0,False
-2913,2024-02-26 10:55:54,19040158793,1,Claims,2,claims,193,6.2,Complaint about service,follow_up_needed,Customer requested manager,4.0,False
-2914,2024-02-26 11:01:42,19661684453,2,Billing & Payments,3,billing,55,5.4,Change coverage level,resolved,Customer requested manager,3.0,True
-2915,2024-02-26 11:05:54,16248267067,1,Claims,2,claims,77,7.1,Cancel policy,follow_up_needed,Customer requested manager,3.0,False
-2916,2024-02-26 11:11:40,16658707488,4,New Quote,6,general,289,9.3,Report accident,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-2917,2024-02-26 11:15:18,19325033795,0,Speak to Agent,6,general,167,5.7,Request payment plan,resolved,"Information provided, no action needed",3.0,True
-2918,2024-02-26 11:26:28,18611464214,2,Billing & Payments,4,billing,139,10.6,Cancel policy,transferred,"Claim filed, reference number provided",4.0,False
-2919,2024-02-26 11:29:32,19333163187,4,New Quote,6,general,229,12.3,Payment not processed,resolved,Escalated to claims adjuster,4.0,True
-2920,2024-02-26 11:30:18,15065935804,1,Claims,7,claims,113,5.4,Cancel policy,follow_up_needed,Resolved on first call,3.0,False
-2921,2024-02-26 11:35:18,12239575455,0,Speak to Agent,5,general,317,9.4,Complaint about service,transferred,"Claim filed, reference number provided",4.0,False
-2922,2024-02-26 11:35:55,17953337960,2,Billing & Payments,3,billing,118,5.9,Payment not processed,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-2923,2024-02-26 11:36:29,18403829033,3,Policy Changes,5,general,0,3.6,Filing new auto claim,resolved,Escalated to claims adjuster,3.0,True
-2924,2024-02-26 11:41:28,16407030181,1,Claims,7,claims,250,1.6,Update payment method,transferred,"Claim filed, reference number provided",1.0,False
-2925,2024-02-26 11:41:58,19394681413,0,Speak to Agent,6,general,172,6.0,Update address,resolved,Customer disconnected before resolution,4.0,True
-2926,2024-02-26 11:47:46,18185444797,3,Policy Changes,5,general,229,4.7,Cancel policy,follow_up_needed,Policy updated per customer request,3.0,False
-2927,2024-02-26 11:47:58,16354620604,2,Billing & Payments,4,billing,299,8.3,Update address,follow_up_needed,Escalated to claims adjuster,3.0,False
-2928,2024-02-26 12:00:02,15551658101,3,Policy Changes,5,general,81,0.0,Request ID cards,abandoned,Customer abandoned,,False
-2929,2024-02-26 12:19:12,12612089990,2,Billing & Payments,8,billing,16,5.0,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",2.0,False
-2930,2024-02-26 12:23:14,14235790198,1,Claims,2,claims,190,12.3,Dispute claim denial,follow_up_needed,Escalated to claims adjuster,4.0,False
-2931,2024-02-26 12:37:36,15786597741,1,Claims,7,claims,108,6.3,Inquire about premium increase,follow_up_needed,Transferred to supervisor,4.0,False
-2932,2024-02-26 12:39:06,17717877960,1,Claims,1,claims,119,0.0,Payment not processed,abandoned,Customer abandoned,,False
-2933,2024-02-26 12:52:12,18425866378,3,Policy Changes,5,general,73,5.4,General coverage question,resolved,Customer disconnected before resolution,3.0,True
-2934,2024-02-26 12:58:40,17259620443,4,New Quote,6,general,78,6.1,General coverage question,transferred,Customer requested manager,3.0,False
-2935,2024-02-26 13:10:28,15728901256,2,Billing & Payments,8,billing,113,0.0,Request ID cards,abandoned,Customer abandoned,,False
-2936,2024-02-26 13:18:04,13062323428,0,Speak to Agent,6,general,134,7.7,Complaint about service,resolved,Payment processed successfully,3.0,True
-2937,2024-02-26 14:02:33,17494796525,3,Policy Changes,5,general,134,7.7,Request payment plan,resolved,Policy updated per customer request,2.0,True
-2938,2024-02-26 14:02:45,14385827185,3,Policy Changes,6,general,63,5.8,Payment not processed,resolved,Transferred to supervisor,5.0,True
-2939,2024-02-26 14:17:11,18448663531,3,Policy Changes,5,general,199,7.7,Payment not processed,resolved,Transferred to supervisor,4.0,True
-2940,2024-02-26 14:21:21,15479770415,1,Claims,2,claims,254,6.0,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-2941,2024-02-26 14:37:15,17013809760,4,New Quote,5,general,0,6.1,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-2942,2024-02-26 14:38:51,14318672910,0,Speak to Agent,5,general,148,3.9,Ask about discounts,follow_up_needed,Escalated to claims adjuster,3.0,False
-2943,2024-02-26 14:41:21,15433326139,2,Billing & Payments,3,billing,96,7.9,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-2944,2024-02-26 14:46:00,13846177387,0,Speak to Agent,6,general,15,6.4,Complaint about service,resolved,Customer disconnected before resolution,5.0,True
-2945,2024-02-26 14:48:44,17647138685,4,New Quote,6,general,150,3.8,Report accident,resolved,Resolved on first call,3.0,True
-2946,2024-02-26 14:48:55,18406780729,3,Policy Changes,6,general,192,5.1,Add driver to policy,follow_up_needed,Policy updated per customer request,1.0,False
-2947,2024-02-26 15:30:48,14511504585,3,Policy Changes,6,general,232,9.1,Cancel policy,resolved,Policy updated per customer request,1.0,True
-2948,2024-02-26 15:42:15,18528123699,3,Policy Changes,5,general,11,3.9,Update payment method,resolved,"Information provided, no action needed",4.0,True
-2949,2024-02-26 15:51:25,16160563223,1,Claims,7,claims,13,4.6,Complaint about service,transferred,Resolved on first call,3.0,False
-2950,2024-02-26 15:52:31,15923441015,3,Policy Changes,5,general,206,3.9,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-2951,2024-02-26 15:58:22,14751784040,1,Claims,1,claims,0,6.7,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-2952,2024-02-26 16:05:46,12168052679,4,New Quote,5,general,319,2.4,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-2953,2024-02-26 16:08:03,12191562731,1,Claims,7,claims,318,7.4,Dispute claim denial,resolved,Payment processed successfully,5.0,True
-2954,2024-02-26 16:12:58,12200595135,0,Speak to Agent,6,general,140,4.0,Remove vehicle from policy,transferred,Escalated to claims adjuster,1.0,False
-2955,2024-02-26 16:19:28,16789649780,3,Policy Changes,5,general,106,0.0,Request payment plan,abandoned,Customer abandoned,,False
-2956,2024-02-26 16:26:25,18376576620,4,New Quote,5,general,0,0.5,Request ID cards,resolved,"Information provided, no action needed",3.0,True
-2957,2024-02-26 16:32:56,18230297885,4,New Quote,5,general,72,7.0,Request proof of insurance,resolved,Escalated to claims adjuster,4.0,True
-2958,2024-02-26 17:10:19,14190590355,2,Billing & Payments,4,billing,80,6.2,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-2959,2024-02-26 17:25:49,14578710182,4,New Quote,6,general,88,1.5,Ask about discounts,transferred,"Claim filed, reference number provided",2.0,False
-2960,2024-02-26 17:38:37,16648416884,1,Claims,1,claims,37,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-2961,2024-02-26 17:48:46,12121650705,3,Policy Changes,6,general,0,10.2,Filing new auto claim,transferred,Customer requested manager,3.0,False
-2962,2024-02-26 18:07:30,17115775477,1,Claims,7,claims,129,7.7,Remove vehicle from policy,follow_up_needed,Resolved on first call,3.0,False
-2963,2024-02-26 18:10:29,12166981349,2,Billing & Payments,8,billing,87,7.0,Add driver to policy,transferred,Customer requested manager,2.0,False
-2964,2024-02-26 18:21:01,18485875103,3,Policy Changes,5,general,226,4.0,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-2965,2024-02-26 18:21:45,15398506013,0,Speak to Agent,6,general,136,9.2,Payment not processed,follow_up_needed,Customer requested manager,3.0,False
-2966,2024-02-26 18:39:14,18224415884,2,Billing & Payments,4,billing,102,8.7,Remove vehicle from policy,resolved,Customer requested manager,3.0,True
-2967,2024-02-26 18:45:31,14499903985,2,Billing & Payments,8,billing,14,6.0,Cancel policy,resolved,"Claim filed, reference number provided",5.0,True
-2968,2024-02-26 18:51:55,15729025650,1,Claims,1,claims,210,7.3,Ask about deductible,follow_up_needed,Policy updated per customer request,4.0,False
-2969,2024-02-26 18:55:21,16884414531,2,Billing & Payments,3,billing,200,6.6,Reinstate lapsed policy,resolved,Payment processed successfully,5.0,True
-2970,2024-02-27 07:02:05,15602794319,0,Speak to Agent,6,general,0,10.2,Request ID cards,follow_up_needed,Escalated to claims adjuster,2.0,False
-2971,2024-02-27 07:06:36,19447974582,0,Speak to Agent,5,general,280,4.0,Reinstate lapsed policy,transferred,"Claim filed, reference number provided",2.0,False
-2972,2024-02-27 07:07:17,18950796727,3,Policy Changes,5,general,55,6.6,Dispute claim denial,resolved,Customer disconnected before resolution,3.0,True
-2973,2024-02-27 07:13:26,14809032421,1,Claims,1,claims,291,4.4,Remove vehicle from policy,transferred,Customer requested manager,3.0,False
-2974,2024-02-27 07:28:51,14669889598,0,Speak to Agent,6,general,178,5.3,Claim status inquiry,follow_up_needed,Escalated to claims adjuster,3.0,False
-2975,2024-02-27 07:35:16,17939914327,4,New Quote,5,general,54,3.6,Inquire about premium increase,resolved,Resolved on first call,5.0,True
-2976,2024-02-27 08:17:58,12537381615,2,Billing & Payments,4,billing,0,7.3,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-2977,2024-02-27 08:22:47,17673381378,2,Billing & Payments,4,billing,322,9.2,Payment not processed,resolved,Payment processed successfully,4.0,True
-2978,2024-02-27 08:25:00,18877042859,1,Claims,7,claims,165,4.5,Update address,resolved,Customer disconnected before resolution,2.0,True
-2979,2024-02-27 08:44:45,12921895734,3,Policy Changes,5,general,174,4.7,Report accident,resolved,"Information provided, no action needed",3.0,True
-2980,2024-02-27 08:50:28,15238993685,3,Policy Changes,6,general,145,11.3,Ask about deductible,resolved,Escalated to claims adjuster,5.0,True
-2981,2024-02-27 08:55:22,14371573731,4,New Quote,6,general,0,10.6,Request proof of insurance,resolved,Escalated to claims adjuster,2.0,True
-2982,2024-02-27 09:00:07,12963054603,0,Speak to Agent,5,general,161,3.8,Ask about deductible,resolved,Resolved on first call,4.0,True
-2983,2024-02-27 09:03:17,16036247921,0,Speak to Agent,5,general,187,4.4,Claim status inquiry,follow_up_needed,Transferred to supervisor,3.0,False
-2984,2024-02-27 09:07:55,14262482856,2,Billing & Payments,3,billing,271,1.8,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",4.0,False
-2985,2024-02-27 09:16:14,13184506051,4,New Quote,6,general,199,11.1,Ask about deductible,transferred,Customer requested manager,2.0,False
-2986,2024-02-27 09:38:49,17131030622,2,Billing & Payments,4,billing,246,1.8,Change coverage level,transferred,Customer disconnected before resolution,3.0,False
-2987,2024-02-27 09:43:26,16368852296,2,Billing & Payments,4,billing,51,4.2,Ask about discounts,transferred,Customer requested manager,3.0,False
-2988,2024-02-27 09:46:28,14996187292,3,Policy Changes,6,general,114,9.2,Request proof of insurance,transferred,Customer disconnected before resolution,2.0,False
-2989,2024-02-27 09:49:15,13104106463,4,New Quote,6,general,126,4.7,Filing new auto claim,resolved,"Information provided, no action needed",3.0,True
-2990,2024-02-27 09:52:06,13046492432,4,New Quote,5,general,281,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-2991,2024-02-27 10:15:34,15095276319,3,Policy Changes,6,general,31,6.2,Change coverage level,resolved,Escalated to claims adjuster,3.0,True
-2992,2024-02-27 10:17:28,17504434820,2,Billing & Payments,8,billing,245,2.1,Payment not processed,resolved,Payment processed successfully,4.0,True
-2993,2024-02-27 10:27:53,19352701822,2,Billing & Payments,4,billing,112,4.2,Ask about deductible,transferred,"Claim filed, reference number provided",3.0,False
-2994,2024-02-27 10:28:35,18642900505,2,Billing & Payments,3,billing,146,3.5,Change coverage level,resolved,Resolved on first call,3.0,True
-2995,2024-02-27 10:31:15,18179560767,0,Speak to Agent,6,general,142,0.0,Cancel policy,abandoned,Customer abandoned,,False
-2996,2024-02-27 10:44:30,18375888617,2,Billing & Payments,8,billing,271,4.5,Ask about deductible,resolved,Payment processed successfully,3.0,True
-2997,2024-02-27 10:50:36,12903959840,1,Claims,1,claims,221,9.4,Complaint about service,transferred,Transferred to supervisor,2.0,False
-2998,2024-02-27 11:00:54,18991386634,1,Claims,7,claims,0,6.6,Change coverage level,follow_up_needed,Resolved on first call,3.0,False
-2999,2024-02-27 11:15:33,14482516908,3,Policy Changes,6,general,155,6.1,Request proof of insurance,resolved,Customer requested manager,4.0,True
-3000,2024-02-27 11:16:59,17027809574,1,Claims,1,claims,92,7.3,Payment not processed,resolved,Policy updated per customer request,4.0,True
-3001,2024-02-27 11:26:46,15527211754,2,Billing & Payments,3,billing,168,4.4,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,2.0,True
-3002,2024-02-27 11:34:13,13072996049,2,Billing & Payments,8,billing,103,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-3003,2024-02-27 11:34:47,16271741436,0,Speak to Agent,5,general,95,4.4,Ask about discounts,resolved,Resolved on first call,4.0,True
-3004,2024-02-27 11:36:50,15449642013,3,Policy Changes,6,general,179,10.9,Add driver to policy,follow_up_needed,Resolved on first call,3.0,False
-3005,2024-02-27 11:55:43,14119853060,0,Speak to Agent,5,general,180,3.1,Request ID cards,resolved,Resolved on first call,5.0,True
-3006,2024-02-27 12:31:01,16789968574,2,Billing & Payments,8,billing,59,3.3,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-3007,2024-02-27 12:32:40,16558058072,0,Speak to Agent,6,general,118,8.3,Ask about discounts,resolved,Customer disconnected before resolution,2.0,True
-3008,2024-02-27 12:36:58,18585198915,4,New Quote,6,general,191,6.9,Dispute claim denial,follow_up_needed,Customer disconnected before resolution,3.0,False
-3009,2024-02-27 13:03:17,18131478100,1,Claims,1,claims,56,7.6,Change coverage level,resolved,Customer requested manager,3.0,True
-3010,2024-02-27 13:07:26,16334752143,3,Policy Changes,5,general,0,4.0,Change coverage level,follow_up_needed,Transferred to supervisor,3.0,False
-3011,2024-02-27 13:11:14,12127886694,3,Policy Changes,5,general,92,4.0,Change coverage level,resolved,Transferred to supervisor,3.0,True
-3012,2024-02-27 14:11:35,12663461269,0,Speak to Agent,5,general,114,8.0,Report accident,follow_up_needed,Resolved on first call,4.0,False
-3013,2024-02-27 14:28:29,12294058482,2,Billing & Payments,3,billing,89,5.0,Ask about deductible,transferred,Transferred to supervisor,5.0,False
-3014,2024-02-27 14:32:28,19410377342,1,Claims,7,claims,105,6.8,Update address,resolved,Payment processed successfully,4.0,True
-3015,2024-02-27 14:41:01,12525489511,3,Policy Changes,6,general,47,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-3016,2024-02-27 14:47:09,19639099671,3,Policy Changes,6,general,93,6.8,Reinstate lapsed policy,transferred,Policy updated per customer request,3.0,False
-3017,2024-02-27 14:58:51,12469337058,2,Billing & Payments,8,billing,301,5.6,Ask about deductible,transferred,Transferred to supervisor,3.0,False
-3018,2024-02-27 14:59:40,13077055841,3,Policy Changes,5,general,86,0.0,Complaint about service,abandoned,Customer abandoned,,False
-3019,2024-02-27 15:09:24,18575546122,4,New Quote,6,general,200,7.8,Request payment plan,transferred,"Claim filed, reference number provided",3.0,False
-3020,2024-02-27 15:23:34,16264521737,1,Claims,7,claims,152,8.1,Add driver to policy,resolved,Payment processed successfully,3.0,True
-3021,2024-02-27 15:38:22,13216752122,4,New Quote,5,general,129,4.5,Change coverage level,follow_up_needed,Transferred to supervisor,5.0,False
-3022,2024-02-27 15:39:34,12446237048,1,Claims,2,claims,132,11.8,Ask about deductible,resolved,Escalated to claims adjuster,5.0,True
-3023,2024-02-27 15:50:40,17415620742,1,Claims,1,claims,184,6.7,Change coverage level,transferred,Transferred to supervisor,3.0,False
-3024,2024-02-27 15:54:52,12699523475,4,New Quote,5,general,37,8.9,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-3025,2024-02-27 15:55:13,17376667260,0,Speak to Agent,5,general,142,0.8,Complaint about service,resolved,Customer requested manager,3.0,True
-3026,2024-02-27 15:55:47,13927326281,3,Policy Changes,6,general,61,0.0,Report accident,abandoned,Customer abandoned,,False
-3027,2024-02-27 16:10:53,14146933920,3,Policy Changes,5,general,36,8.2,Filing new auto claim,follow_up_needed,"Claim filed, reference number provided",3.0,False
-3028,2024-02-27 16:13:38,16776715984,3,Policy Changes,5,general,125,2.3,Inquire about premium increase,resolved,Resolved on first call,4.0,True
-3029,2024-02-27 16:26:42,14581219889,1,Claims,1,claims,276,6.9,Update address,resolved,Customer requested manager,3.0,True
-3030,2024-02-27 16:33:08,13948682315,0,Speak to Agent,5,general,117,1.2,Reinstate lapsed policy,resolved,Transferred to supervisor,4.0,True
-3031,2024-02-27 16:33:34,16313956105,3,Policy Changes,5,general,0,4.0,Reinstate lapsed policy,transferred,Callback scheduled for tomorrow,3.0,False
-3032,2024-02-27 16:35:26,12395773664,0,Speak to Agent,5,general,310,3.4,Remove vehicle from policy,resolved,"Claim filed, reference number provided",5.0,True
-3033,2024-02-27 16:44:40,15772569654,3,Policy Changes,6,general,206,5.0,Remove vehicle from policy,follow_up_needed,Resolved on first call,5.0,False
-3034,2024-02-27 16:58:05,13703652896,2,Billing & Payments,3,billing,258,2.6,Payment not processed,resolved,Resolved on first call,3.0,True
-3035,2024-02-27 17:01:51,16965182670,4,New Quote,6,general,65,4.7,Remove vehicle from policy,resolved,Resolved on first call,4.0,True
-3036,2024-02-27 17:15:33,14173347069,0,Speak to Agent,6,general,144,5.3,Ask about deductible,follow_up_needed,Escalated to claims adjuster,2.0,False
-3037,2024-02-27 17:15:35,15457782261,4,New Quote,6,general,192,10.9,General coverage question,resolved,Policy updated per customer request,3.0,True
-3038,2024-02-27 17:45:00,14167586649,0,Speak to Agent,5,general,219,8.1,Remove vehicle from policy,transferred,Customer disconnected before resolution,2.0,False
-3039,2024-02-27 17:52:20,12248401001,4,New Quote,6,general,52,6.9,Ask about discounts,resolved,Policy updated per customer request,4.0,True
-3040,2024-02-27 17:53:33,15151315338,4,New Quote,5,general,198,5.4,Filing new auto claim,transferred,Callback scheduled for tomorrow,1.0,False
-3041,2024-02-27 17:57:21,12828771971,1,Claims,2,claims,58,11.1,Request payment plan,resolved,Escalated to claims adjuster,3.0,True
-3042,2024-02-27 18:00:53,18456107880,4,New Quote,6,general,36,0.0,Request payment plan,abandoned,Customer abandoned,,False
-3043,2024-02-27 18:31:53,14948973847,4,New Quote,5,general,114,7.1,Update payment method,resolved,Transferred to supervisor,5.0,True
-3044,2024-02-27 18:35:11,18734849694,0,Speak to Agent,6,general,139,5.0,Ask about deductible,transferred,Callback scheduled for tomorrow,4.0,False
-3045,2024-02-28 07:14:05,15451617586,0,Speak to Agent,6,general,150,7.5,Inquire about premium increase,resolved,"Claim filed, reference number provided",3.0,True
-3046,2024-02-28 07:19:16,19676612808,1,Claims,7,claims,121,0.0,Report accident,abandoned,Customer abandoned,,False
-3047,2024-02-28 07:31:56,13589561092,0,Speak to Agent,5,general,76,3.8,Remove vehicle from policy,transferred,Payment processed successfully,4.0,False
-3048,2024-02-28 07:33:36,18143297820,4,New Quote,5,general,263,6.7,Change coverage level,follow_up_needed,Escalated to claims adjuster,4.0,False
-3049,2024-02-28 07:52:37,19203742841,1,Claims,2,claims,128,6.9,Change coverage level,follow_up_needed,Customer requested manager,1.0,False
-3050,2024-02-28 08:00:48,14040776342,4,New Quote,6,general,81,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-3051,2024-02-28 08:09:04,19012713177,4,New Quote,6,general,177,9.3,Dispute claim denial,resolved,Customer disconnected before resolution,1.0,True
-3052,2024-02-28 08:27:59,16769133199,2,Billing & Payments,4,billing,212,9.3,Report accident,resolved,"Information provided, no action needed",3.0,True
-3053,2024-02-28 08:47:28,15354440071,1,Claims,2,claims,3,8.7,Request ID cards,resolved,"Information provided, no action needed",3.0,True
-3054,2024-02-28 08:49:43,14353807277,3,Policy Changes,6,general,200,5.0,Update payment method,resolved,Escalated to claims adjuster,3.0,True
-3055,2024-02-28 09:10:00,12202815620,4,New Quote,6,general,52,5.2,Reinstate lapsed policy,resolved,Payment processed successfully,3.0,True
-3056,2024-02-28 09:11:22,15634896002,3,Policy Changes,5,general,150,4.4,Complaint about service,transferred,Customer requested manager,5.0,False
-3057,2024-02-28 09:14:42,12008117486,3,Policy Changes,5,general,152,5.0,Request ID cards,resolved,"Claim filed, reference number provided",5.0,True
-3058,2024-02-28 09:23:46,19058573903,0,Speak to Agent,5,general,191,3.8,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-3059,2024-02-28 09:24:07,12445518615,1,Claims,2,claims,67,9.0,Update address,resolved,Transferred to supervisor,3.0,True
-3060,2024-02-28 09:25:42,17638166942,0,Speak to Agent,5,general,182,5.1,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-3061,2024-02-28 09:29:20,18038327598,3,Policy Changes,6,general,0,4.9,Update payment method,resolved,Customer requested manager,4.0,True
-3062,2024-02-28 09:40:23,15967250890,3,Policy Changes,6,general,0,11.6,General coverage question,resolved,Payment processed successfully,4.0,True
-3063,2024-02-28 09:41:58,19848141475,1,Claims,1,claims,169,8.7,Inquire about premium increase,resolved,"Claim filed, reference number provided",4.0,True
-3064,2024-02-28 09:44:10,14048796860,1,Claims,1,claims,0,2.3,Ask about discounts,resolved,Resolved on first call,3.0,True
-3065,2024-02-28 09:44:20,14975512995,1,Claims,2,claims,110,7.9,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-3066,2024-02-28 09:53:31,12619052685,2,Billing & Payments,8,billing,87,7.9,Claim status inquiry,follow_up_needed,Customer disconnected before resolution,4.0,False
-3067,2024-02-28 09:54:38,17749053580,0,Speak to Agent,6,general,226,8.0,Report accident,resolved,Callback scheduled for tomorrow,3.0,True
-3068,2024-02-28 10:18:43,17158035590,4,New Quote,5,general,18,0.5,Payment not processed,resolved,"Claim filed, reference number provided",4.0,True
-3069,2024-02-28 10:22:18,16748988904,4,New Quote,5,general,76,6.7,Filing new auto claim,follow_up_needed,Policy updated per customer request,3.0,False
-3070,2024-02-28 10:34:32,14249870270,3,Policy Changes,6,general,107,11.0,Change coverage level,resolved,Customer requested manager,2.0,True
-3071,2024-02-28 10:35:26,14052212764,3,Policy Changes,6,general,191,5.2,Update payment method,transferred,"Claim filed, reference number provided",4.0,False
-3072,2024-02-28 10:36:19,12687511810,0,Speak to Agent,6,general,129,13.7,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-3073,2024-02-28 10:38:29,12013254640,0,Speak to Agent,6,general,304,9.9,Inquire about premium increase,follow_up_needed,Customer disconnected before resolution,3.0,False
-3074,2024-02-28 10:48:59,13952555345,2,Billing & Payments,4,billing,11,10.6,Complaint about service,resolved,"Information provided, no action needed",5.0,True
-3075,2024-02-28 11:04:10,15578915102,3,Policy Changes,5,general,112,2.2,Payment not processed,resolved,Resolved on first call,3.0,True
-3076,2024-02-28 11:28:36,19560837009,4,New Quote,6,general,134,11.9,Request ID cards,transferred,Callback scheduled for tomorrow,2.0,False
-3077,2024-02-28 11:32:52,16065737820,1,Claims,2,claims,56,8.6,Payment not processed,transferred,Policy updated per customer request,2.0,False
-3078,2024-02-28 11:38:09,16474681152,0,Speak to Agent,6,general,63,11.0,Ask about discounts,transferred,Customer disconnected before resolution,2.0,False
-3079,2024-02-28 11:46:54,14573120231,4,New Quote,6,general,122,7.5,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,2.0,False
-3080,2024-02-28 11:47:20,19534755162,3,Policy Changes,5,general,32,5.9,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,4.0,True
-3081,2024-02-28 12:04:35,18084541163,3,Policy Changes,5,general,168,2.1,Filing new auto claim,transferred,Customer disconnected before resolution,3.0,False
-3082,2024-02-28 12:07:18,15221421182,1,Claims,1,claims,164,6.4,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-3083,2024-02-28 12:08:08,18733685739,3,Policy Changes,5,general,56,3.9,Filing new auto claim,resolved,Callback scheduled for tomorrow,5.0,True
-3084,2024-02-28 12:23:22,13297292780,1,Claims,7,claims,141,7.0,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-3085,2024-02-28 13:27:06,17818945375,0,Speak to Agent,5,general,112,3.8,Add driver to policy,transferred,Customer requested manager,3.0,False
-3086,2024-02-28 13:52:59,12965626388,4,New Quote,5,general,150,2.2,Remove vehicle from policy,resolved,Customer requested manager,2.0,True
-3087,2024-02-28 14:04:19,12224402294,0,Speak to Agent,5,general,81,10.0,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-3088,2024-02-28 14:17:43,17330639294,4,New Quote,6,general,59,8.0,Cancel policy,follow_up_needed,Transferred to supervisor,5.0,False
-3089,2024-02-28 14:21:35,18926025948,0,Speak to Agent,5,general,172,6.1,Filing new auto claim,resolved,Customer disconnected before resolution,2.0,True
-3090,2024-02-28 14:25:04,16901022079,1,Claims,2,claims,102,9.9,Payment not processed,transferred,Transferred to supervisor,3.0,False
-3091,2024-02-28 14:25:41,12911768105,2,Billing & Payments,3,billing,224,4.5,Request ID cards,resolved,Transferred to supervisor,4.0,True
-3092,2024-02-28 14:27:43,14289498718,4,New Quote,6,general,108,7.7,Remove vehicle from policy,transferred,"Claim filed, reference number provided",1.0,False
-3093,2024-02-28 14:28:21,12467977858,3,Policy Changes,6,general,83,0.0,Update payment method,abandoned,Customer abandoned,,False
-3094,2024-02-28 14:37:29,16528608796,4,New Quote,5,general,0,7.8,Request ID cards,transferred,Customer disconnected before resolution,3.0,False
-3095,2024-02-28 14:37:45,14922528704,1,Claims,1,claims,210,4.8,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-3096,2024-02-28 14:41:18,17614368335,1,Claims,1,claims,311,5.4,Dispute claim denial,resolved,Customer requested manager,3.0,True
-3097,2024-02-28 14:50:48,17703202222,1,Claims,2,claims,114,7.1,Update payment method,resolved,Policy updated per customer request,4.0,True
-3098,2024-02-28 15:01:56,12764974238,2,Billing & Payments,4,billing,57,5.0,Request proof of insurance,transferred,"Claim filed, reference number provided",3.0,False
-3099,2024-02-28 15:10:59,17896939067,2,Billing & Payments,3,billing,97,5.6,Payment not processed,follow_up_needed,Payment processed successfully,4.0,False
-3100,2024-02-28 15:38:33,15092627442,4,New Quote,6,general,205,7.1,Request ID cards,resolved,Policy updated per customer request,4.0,True
-3101,2024-02-28 15:43:22,18172559935,4,New Quote,5,general,80,4.5,Change coverage level,follow_up_needed,Customer requested manager,5.0,False
-3102,2024-02-28 15:46:13,16035264696,2,Billing & Payments,3,billing,176,4.4,Complaint about service,follow_up_needed,"Claim filed, reference number provided",4.0,False
-3103,2024-02-28 15:51:13,18992715909,2,Billing & Payments,4,billing,103,7.7,Request ID cards,resolved,Customer disconnected before resolution,2.0,True
-3104,2024-02-28 16:10:29,12313377476,4,New Quote,6,general,251,8.4,Reinstate lapsed policy,resolved,Payment processed successfully,5.0,True
-3105,2024-02-28 16:14:48,19828494031,1,Claims,7,claims,171,1.5,Reinstate lapsed policy,resolved,Payment processed successfully,3.0,True
-3106,2024-02-28 16:17:30,12261947750,0,Speak to Agent,5,general,189,4.5,Report accident,follow_up_needed,"Information provided, no action needed",3.0,False
-3107,2024-02-28 16:17:52,13165173506,2,Billing & Payments,4,billing,0,7.6,Request ID cards,follow_up_needed,Escalated to claims adjuster,4.0,False
-3108,2024-02-28 16:17:59,18675845405,0,Speak to Agent,5,general,0,3.4,Update payment method,resolved,Customer requested manager,4.0,True
-3109,2024-02-28 16:35:06,15017473019,0,Speak to Agent,6,general,27,11.9,Request proof of insurance,resolved,Policy updated per customer request,5.0,True
-3110,2024-02-28 16:47:44,16221115462,2,Billing & Payments,4,billing,177,3.4,Request proof of insurance,resolved,Resolved on first call,4.0,True
-3111,2024-02-28 16:49:26,17641323028,0,Speak to Agent,6,general,139,10.5,Remove vehicle from policy,resolved,Policy updated per customer request,4.0,True
-3112,2024-02-28 17:08:22,17898172845,1,Claims,2,claims,207,8.2,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-3113,2024-02-28 17:29:06,14896943258,0,Speak to Agent,6,general,0,8.2,Payment not processed,resolved,Callback scheduled for tomorrow,5.0,True
-3114,2024-02-28 17:41:23,15207352604,4,New Quote,5,general,147,3.9,Update payment method,resolved,"Information provided, no action needed",4.0,True
-3115,2024-02-28 17:42:47,13841768579,4,New Quote,5,general,73,5.5,Filing new auto claim,resolved,"Claim filed, reference number provided",5.0,True
-3116,2024-02-28 17:46:37,13453977911,2,Billing & Payments,4,billing,36,0.9,Inquire about premium increase,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-3117,2024-02-28 18:23:29,16956677085,3,Policy Changes,6,general,151,7.3,Add driver to policy,resolved,Policy updated per customer request,3.0,True
-3118,2024-02-28 18:26:42,18108510109,2,Billing & Payments,3,billing,86,3.1,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-3119,2024-02-28 18:31:46,14293687553,4,New Quote,5,general,173,4.7,Change coverage level,transferred,Customer disconnected before resolution,4.0,False
-3120,2024-02-28 18:54:48,12405045409,3,Policy Changes,6,general,42,10.3,Add driver to policy,resolved,Customer requested manager,3.0,True
-3121,2024-02-28 18:56:20,12837080088,4,New Quote,5,general,176,0.0,Payment not processed,abandoned,Customer abandoned,,False
-3122,2024-02-29 07:10:08,13287435733,3,Policy Changes,6,general,226,8.4,Filing new auto claim,transferred,Callback scheduled for tomorrow,4.0,False
-3123,2024-02-29 08:18:08,18431893932,3,Policy Changes,6,general,12,12.1,Update payment method,resolved,Escalated to claims adjuster,5.0,True
-3124,2024-02-29 08:49:17,17028086900,0,Speak to Agent,5,general,0,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-3125,2024-02-29 09:06:37,16753753849,4,New Quote,5,general,148,9.3,Ask about deductible,follow_up_needed,Customer requested manager,2.0,False
-3126,2024-02-29 09:09:37,12491053867,1,Claims,7,claims,143,6.8,Ask about discounts,resolved,Policy updated per customer request,4.0,True
-3127,2024-02-29 09:11:41,16979041600,2,Billing & Payments,8,billing,102,3.2,Change coverage level,follow_up_needed,Resolved on first call,4.0,False
-3128,2024-02-29 09:13:27,14022550954,1,Claims,7,claims,87,6.4,Update payment method,follow_up_needed,Payment processed successfully,3.0,False
-3129,2024-02-29 09:17:42,17175325673,3,Policy Changes,5,general,121,7.9,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-3130,2024-02-29 09:18:01,17538585019,3,Policy Changes,6,general,107,6.7,Claim status inquiry,follow_up_needed,Customer disconnected before resolution,4.0,False
-3131,2024-02-29 09:21:16,14472082666,1,Claims,7,claims,116,7.8,Update payment method,resolved,"Information provided, no action needed",5.0,True
-3132,2024-02-29 09:32:59,18438351652,4,New Quote,5,general,19,2.0,General coverage question,transferred,Escalated to claims adjuster,2.0,False
-3133,2024-02-29 09:36:51,16147019569,1,Claims,1,claims,77,5.1,Ask about discounts,resolved,Customer requested manager,2.0,True
-3134,2024-02-29 09:49:37,18380611358,3,Policy Changes,5,general,86,7.8,Cancel policy,follow_up_needed,Payment processed successfully,4.0,False
-3135,2024-02-29 10:05:13,16453994082,3,Policy Changes,6,general,223,12.2,Update payment method,resolved,Payment processed successfully,3.0,True
-3136,2024-02-29 10:20:06,13514512238,2,Billing & Payments,3,billing,214,4.3,Inquire about premium increase,resolved,"Claim filed, reference number provided",4.0,True
-3137,2024-02-29 10:20:07,18940286943,2,Billing & Payments,8,billing,206,6.5,Payment not processed,resolved,Customer requested manager,4.0,True
-3138,2024-02-29 10:25:31,18492439327,1,Claims,2,claims,150,9.5,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-3139,2024-02-29 10:32:30,16174829353,1,Claims,2,claims,121,10.6,Complaint about service,follow_up_needed,Policy updated per customer request,3.0,False
-3140,2024-02-29 11:05:26,15349146086,3,Policy Changes,6,general,0,11.2,Request payment plan,transferred,Callback scheduled for tomorrow,4.0,False
-3141,2024-02-29 11:13:05,12774448332,2,Billing & Payments,3,billing,87,10.2,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-3142,2024-02-29 11:19:23,18399920692,2,Billing & Payments,3,billing,208,3.0,Request proof of insurance,resolved,Payment processed successfully,3.0,True
-3143,2024-02-29 11:22:22,17560762561,0,Speak to Agent,5,general,75,8.4,Dispute claim denial,follow_up_needed,Escalated to claims adjuster,4.0,False
-3144,2024-02-29 11:25:16,13063687215,3,Policy Changes,6,general,72,5.5,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-3145,2024-02-29 11:25:42,18703587718,1,Claims,2,claims,0,8.4,Change coverage level,resolved,"Information provided, no action needed",3.0,True
-3146,2024-02-29 11:48:22,15968381407,0,Speak to Agent,5,general,163,2.5,Report accident,resolved,Resolved on first call,2.0,True
-3147,2024-02-29 11:57:04,18160408942,1,Claims,2,claims,22,7.9,Add driver to policy,follow_up_needed,Escalated to claims adjuster,5.0,False
-3148,2024-02-29 12:04:44,17639349533,0,Speak to Agent,5,general,73,4.6,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-3149,2024-02-29 12:05:39,17879347820,0,Speak to Agent,6,general,147,6.6,Report accident,resolved,Policy updated per customer request,5.0,True
-3150,2024-02-29 12:17:54,15672997653,4,New Quote,6,general,62,9.4,Dispute claim denial,follow_up_needed,Resolved on first call,3.0,False
-3151,2024-02-29 12:27:55,18739367607,1,Claims,7,claims,166,0.0,Update payment method,abandoned,Customer abandoned,,False
-3152,2024-02-29 13:36:04,18977858836,4,New Quote,5,general,111,4.2,Request ID cards,resolved,Payment processed successfully,5.0,True
-3153,2024-02-29 13:49:38,17587212764,2,Billing & Payments,3,billing,117,6.0,Claim status inquiry,resolved,"Claim filed, reference number provided",3.0,True
-3154,2024-02-29 13:56:27,13881220565,1,Claims,7,claims,150,8.9,Complaint about service,resolved,Policy updated per customer request,3.0,True
-3155,2024-02-29 14:04:04,15581282488,3,Policy Changes,5,general,110,7.6,Remove vehicle from policy,resolved,Escalated to claims adjuster,5.0,True
-3156,2024-02-29 14:04:37,17742654639,3,Policy Changes,5,general,175,4.1,Payment not processed,resolved,"Claim filed, reference number provided",4.0,True
-3157,2024-02-29 14:12:27,15476536568,4,New Quote,6,general,119,0.0,Complaint about service,abandoned,Customer abandoned,,False
-3158,2024-02-29 14:16:00,19558888517,3,Policy Changes,5,general,128,7.4,Update address,follow_up_needed,Policy updated per customer request,4.0,False
-3159,2024-02-29 14:20:00,15028967419,1,Claims,7,claims,102,4.9,Request payment plan,resolved,Transferred to supervisor,4.0,True
-3160,2024-02-29 14:24:57,19417351580,0,Speak to Agent,6,general,225,5.8,Add driver to policy,resolved,"Information provided, no action needed",4.0,True
-3161,2024-02-29 14:27:20,18488316765,2,Billing & Payments,3,billing,0,4.5,Filing new auto claim,resolved,"Claim filed, reference number provided",3.0,True
-3162,2024-02-29 14:40:12,18990291148,4,New Quote,6,general,123,11.2,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-3163,2024-02-29 14:51:45,14027359550,3,Policy Changes,5,general,251,7.1,Ask about deductible,resolved,Payment processed successfully,3.0,True
-3164,2024-02-29 15:02:25,15849934126,0,Speak to Agent,5,general,63,8.6,Inquire about premium increase,follow_up_needed,Transferred to supervisor,1.0,False
-3165,2024-02-29 15:22:28,15034330007,2,Billing & Payments,3,billing,130,5.8,Add driver to policy,follow_up_needed,Policy updated per customer request,5.0,False
-3166,2024-02-29 15:31:37,18184178220,4,New Quote,6,general,219,7.5,Update address,follow_up_needed,Escalated to claims adjuster,2.0,False
-3167,2024-02-29 15:33:21,13735123849,3,Policy Changes,6,general,0,6.5,Complaint about service,follow_up_needed,"Information provided, no action needed",4.0,False
-3168,2024-02-29 15:33:39,17711599865,0,Speak to Agent,5,general,255,1.9,Request payment plan,resolved,Callback scheduled for tomorrow,3.0,True
-3169,2024-02-29 15:35:14,16091578735,1,Claims,1,claims,102,8.7,Update address,transferred,Callback scheduled for tomorrow,3.0,False
-3170,2024-02-29 16:55:06,12605044330,0,Speak to Agent,6,general,80,5.6,Ask about deductible,follow_up_needed,Customer disconnected before resolution,3.0,False
-3171,2024-02-29 17:07:26,19468540348,4,New Quote,6,general,118,8.8,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-3172,2024-02-29 17:24:26,19247217749,2,Billing & Payments,4,billing,108,7.4,Complaint about service,transferred,Policy updated per customer request,3.0,False
-3173,2024-02-29 17:49:16,13095419979,3,Policy Changes,5,general,14,0.5,Payment not processed,resolved,Resolved on first call,2.0,True
-3174,2024-02-29 18:12:59,14731947228,0,Speak to Agent,5,general,321,5.6,Inquire about premium increase,resolved,"Claim filed, reference number provided",3.0,True
-3175,2024-02-29 18:13:59,16822923797,3,Policy Changes,5,general,61,7.2,Ask about discounts,follow_up_needed,Payment processed successfully,3.0,False
-3176,2024-02-29 18:29:24,13575121150,2,Billing & Payments,3,billing,0,6.2,Change coverage level,resolved,Resolved on first call,4.0,True
-3177,2024-02-29 18:33:04,16321129241,2,Billing & Payments,8,billing,254,9.0,Inquire about premium increase,resolved,Callback scheduled for tomorrow,4.0,True
-3178,2024-02-29 18:59:53,19164380440,3,Policy Changes,6,general,182,8.3,Ask about deductible,resolved,Payment processed successfully,5.0,True
-3179,2024-03-01 07:18:37,12703570911,1,Claims,2,claims,65,9.3,Cancel policy,resolved,Callback scheduled for tomorrow,4.0,True
-3180,2024-03-01 07:35:12,18502410571,3,Policy Changes,6,general,83,0.0,Complaint about service,abandoned,Customer abandoned,,False
-3181,2024-03-01 07:42:27,18434907621,3,Policy Changes,6,general,128,0.0,General coverage question,abandoned,Customer abandoned,,False
-3182,2024-03-01 07:44:02,14359638671,0,Speak to Agent,5,general,215,3.8,Ask about deductible,resolved,Customer requested manager,3.0,True
-3183,2024-03-01 08:43:17,14782601873,2,Billing & Payments,8,billing,82,4.3,Update payment method,transferred,"Information provided, no action needed",4.0,False
-3184,2024-03-01 08:58:33,19257678808,1,Claims,1,claims,190,10.7,Update payment method,resolved,Resolved on first call,4.0,True
-3185,2024-03-01 09:08:22,18207477342,3,Policy Changes,6,general,137,6.9,Ask about deductible,resolved,Transferred to supervisor,2.0,True
-3186,2024-03-01 09:19:12,18155259895,3,Policy Changes,5,general,59,0.0,Change coverage level,abandoned,Customer abandoned,,False
-3187,2024-03-01 09:36:37,13119941147,3,Policy Changes,5,general,132,7.0,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-3188,2024-03-01 09:37:08,17746271692,3,Policy Changes,5,general,158,1.2,General coverage question,transferred,Callback scheduled for tomorrow,3.0,False
-3189,2024-03-01 09:54:19,14744079031,3,Policy Changes,5,general,169,4.5,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-3190,2024-03-01 09:58:52,13551969726,3,Policy Changes,5,general,156,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-3191,2024-03-01 10:01:00,15435304507,2,Billing & Payments,3,billing,157,4.2,Ask about discounts,transferred,Customer disconnected before resolution,3.0,False
-3192,2024-03-01 10:04:40,17987083033,4,New Quote,6,general,110,8.8,Cancel policy,resolved,Escalated to claims adjuster,2.0,True
-3193,2024-03-01 10:09:54,15952275557,4,New Quote,5,general,162,2.2,Request payment plan,resolved,"Claim filed, reference number provided",5.0,True
-3194,2024-03-01 10:13:15,14562322434,2,Billing & Payments,8,billing,0,4.6,Remove vehicle from policy,resolved,Customer disconnected before resolution,5.0,True
-3195,2024-03-01 10:27:30,19105361043,3,Policy Changes,5,general,97,4.2,Change coverage level,follow_up_needed,Resolved on first call,4.0,False
-3196,2024-03-01 10:28:10,13019689695,4,New Quote,6,general,12,6.7,General coverage question,resolved,Escalated to claims adjuster,5.0,True
-3197,2024-03-01 10:29:52,17884434109,1,Claims,7,claims,3,6.3,Ask about deductible,follow_up_needed,Resolved on first call,4.0,False
-3198,2024-03-01 10:38:18,17050925748,4,New Quote,6,general,106,13.3,Remove vehicle from policy,resolved,Policy updated per customer request,3.0,True
-3199,2024-03-01 10:38:30,12946849650,1,Claims,2,claims,295,12.4,General coverage question,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-3200,2024-03-01 10:53:22,16853513111,1,Claims,7,claims,0,5.0,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-3201,2024-03-01 11:06:31,12111822804,4,New Quote,6,general,139,9.0,General coverage question,transferred,Resolved on first call,2.0,False
-3202,2024-03-01 11:10:40,14528741646,1,Claims,2,claims,202,7.6,Inquire about premium increase,resolved,Resolved on first call,4.0,True
-3203,2024-03-01 11:10:45,15113234647,0,Speak to Agent,6,general,7,13.1,Request payment plan,resolved,Resolved on first call,4.0,True
-3204,2024-03-01 11:14:53,19908324616,3,Policy Changes,6,general,275,8.5,Cancel policy,transferred,Customer disconnected before resolution,3.0,False
-3205,2024-03-01 11:16:22,16590180227,3,Policy Changes,5,general,275,7.4,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-3206,2024-03-01 11:23:40,19730647544,2,Billing & Payments,8,billing,221,5.3,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-3207,2024-03-01 11:43:09,12701199354,0,Speak to Agent,6,general,163,9.4,Inquire about premium increase,resolved,"Claim filed, reference number provided",4.0,True
-3208,2024-03-01 11:57:09,13533377895,0,Speak to Agent,6,general,139,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-3209,2024-03-01 12:05:11,12389796349,1,Claims,7,claims,189,6.2,Ask about discounts,resolved,Customer requested manager,5.0,True
-3210,2024-03-01 12:17:01,16405732482,3,Policy Changes,5,general,150,6.8,Request payment plan,resolved,Payment processed successfully,3.0,True
-3211,2024-03-01 12:41:06,14490778085,1,Claims,7,claims,75,3.6,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-3212,2024-03-01 12:45:06,18997190165,3,Policy Changes,5,general,216,2.3,Report accident,transferred,Customer disconnected before resolution,2.0,False
-3213,2024-03-01 12:45:59,13935218737,1,Claims,1,claims,284,6.1,Complaint about service,resolved,Customer disconnected before resolution,4.0,True
-3214,2024-03-01 13:16:42,14319725044,1,Claims,2,claims,19,11.7,General coverage question,resolved,Policy updated per customer request,3.0,True
-3215,2024-03-01 13:23:58,14411821380,1,Claims,1,claims,21,8.8,Add driver to policy,follow_up_needed,Customer requested manager,4.0,False
-3216,2024-03-01 14:15:14,17171595099,4,New Quote,5,general,4,7.5,Cancel policy,resolved,Transferred to supervisor,5.0,True
-3217,2024-03-01 14:17:50,16114881359,2,Billing & Payments,8,billing,36,2.0,Report accident,resolved,"Claim filed, reference number provided",5.0,True
-3218,2024-03-01 14:19:58,15393032885,1,Claims,7,claims,90,5.5,Change coverage level,resolved,Payment processed successfully,4.0,True
-3219,2024-03-01 14:23:12,18172818625,1,Claims,1,claims,7,9.3,Ask about discounts,follow_up_needed,Policy updated per customer request,5.0,False
-3220,2024-03-01 14:24:33,19286775765,2,Billing & Payments,3,billing,0,4.3,Report accident,resolved,Customer disconnected before resolution,4.0,True
-3221,2024-03-01 14:35:47,15868736348,1,Claims,1,claims,127,6.7,Change coverage level,resolved,Payment processed successfully,4.0,True
-3222,2024-03-01 14:45:43,16876412582,1,Claims,2,claims,76,9.0,Cancel policy,transferred,Customer disconnected before resolution,2.0,False
-3223,2024-03-01 14:51:21,13961832933,0,Speak to Agent,5,general,209,1.9,Inquire about premium increase,follow_up_needed,Customer disconnected before resolution,3.0,False
-3224,2024-03-01 14:54:26,18756203794,0,Speak to Agent,6,general,245,7.6,Request payment plan,follow_up_needed,"Claim filed, reference number provided",4.0,False
-3225,2024-03-01 14:55:04,13543934275,2,Billing & Payments,4,billing,283,8.8,Claim status inquiry,resolved,Customer requested manager,4.0,True
-3226,2024-03-01 14:55:21,15958551586,3,Policy Changes,6,general,133,8.3,Change coverage level,resolved,Payment processed successfully,4.0,True
-3227,2024-03-01 15:33:53,17664775128,4,New Quote,6,general,195,9.7,Ask about deductible,resolved,Resolved on first call,5.0,True
-3228,2024-03-01 16:01:38,19399197222,0,Speak to Agent,6,general,0,5.8,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-3229,2024-03-01 16:01:41,18267157431,1,Claims,7,claims,204,8.0,Request ID cards,follow_up_needed,Customer requested manager,2.0,False
-3230,2024-03-01 16:36:50,19327894143,0,Speak to Agent,6,general,0,7.1,Request payment plan,resolved,Customer requested manager,4.0,True
-3231,2024-03-01 16:40:34,12801516548,3,Policy Changes,5,general,79,2.0,Filing new auto claim,resolved,Payment processed successfully,5.0,True
-3232,2024-03-01 16:54:03,13247536807,1,Claims,2,claims,0,7.5,Report accident,transferred,Resolved on first call,3.0,False
-3233,2024-03-01 16:56:58,16193872844,0,Speak to Agent,6,general,146,10.8,Ask about discounts,transferred,Customer disconnected before resolution,4.0,False
-3234,2024-03-01 17:28:45,14328311841,1,Claims,2,claims,208,9.9,Update payment method,resolved,Transferred to supervisor,3.0,True
-3235,2024-03-01 17:55:02,14068471383,1,Claims,1,claims,66,6.7,Request proof of insurance,transferred,Transferred to supervisor,1.0,False
-3236,2024-03-01 17:59:48,16065064152,3,Policy Changes,6,general,111,7.0,Change coverage level,resolved,Customer disconnected before resolution,5.0,True
-3237,2024-03-01 18:56:29,18498375570,0,Speak to Agent,5,general,228,4.3,Payment not processed,resolved,Resolved on first call,4.0,True
-3238,2024-03-02 09:19:46,12251480505,0,Speak to Agent,6,general,31,0.0,Change coverage level,abandoned,Customer abandoned,,False
-3239,2024-03-02 09:21:42,18936523643,2,Billing & Payments,4,billing,126,7.4,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-3240,2024-03-02 09:26:30,16316715507,4,New Quote,5,general,157,5.5,Complaint about service,follow_up_needed,Payment processed successfully,3.0,False
-3241,2024-03-02 09:28:32,17452508615,0,Speak to Agent,5,general,69,3.3,Update address,resolved,Callback scheduled for tomorrow,5.0,True
-3242,2024-03-02 09:40:28,19429312326,3,Policy Changes,5,general,64,1.8,Cancel policy,resolved,Payment processed successfully,4.0,True
-3243,2024-03-02 09:49:39,12617644436,2,Billing & Payments,3,billing,124,4.1,Update payment method,transferred,"Information provided, no action needed",2.0,False
-3244,2024-03-02 09:59:09,14972978190,4,New Quote,5,general,97,6.7,Report accident,transferred,Payment processed successfully,4.0,False
-3245,2024-03-02 10:02:47,17276288846,0,Speak to Agent,6,general,244,10.0,Remove vehicle from policy,follow_up_needed,Payment processed successfully,2.0,False
-3246,2024-03-02 10:05:51,15364428511,2,Billing & Payments,4,billing,187,5.6,Request proof of insurance,resolved,Resolved on first call,3.0,True
-3247,2024-03-02 10:08:37,17838532552,2,Billing & Payments,8,billing,142,5.4,Payment not processed,resolved,Policy updated per customer request,4.0,True
-3248,2024-03-02 10:17:25,12950747049,1,Claims,1,claims,359,7.6,Request ID cards,follow_up_needed,"Information provided, no action needed",3.0,False
-3249,2024-03-02 10:17:33,13188614500,1,Claims,7,claims,40,8.9,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-3250,2024-03-02 10:19:17,15310864491,2,Billing & Payments,3,billing,213,8.8,Complaint about service,follow_up_needed,"Claim filed, reference number provided",2.0,False
-3251,2024-03-02 10:42:38,14307243116,4,New Quote,5,general,37,4.3,Change coverage level,resolved,"Claim filed, reference number provided",5.0,True
-3252,2024-03-02 10:52:56,12528771595,2,Billing & Payments,3,billing,31,10.4,Claim status inquiry,resolved,Policy updated per customer request,3.0,True
-3253,2024-03-02 10:57:26,12769703642,3,Policy Changes,6,general,205,5.8,Change coverage level,resolved,Payment processed successfully,4.0,True
-3254,2024-03-02 11:22:41,14695056288,0,Speak to Agent,5,general,25,4.8,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-3255,2024-03-02 11:27:17,18361472083,2,Billing & Payments,8,billing,170,6.4,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-3256,2024-03-02 11:30:09,16176743039,0,Speak to Agent,5,general,201,4.8,Dispute claim denial,resolved,Payment processed successfully,4.0,True
-3257,2024-03-02 12:01:12,16084230458,2,Billing & Payments,3,billing,155,2.9,Remove vehicle from policy,resolved,Customer requested manager,2.0,True
-3258,2024-03-02 12:10:29,19166342256,0,Speak to Agent,6,general,36,9.2,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-3259,2024-03-02 12:15:58,18985836464,4,New Quote,6,general,140,9.6,Request ID cards,transferred,Policy updated per customer request,2.0,False
-3260,2024-03-02 12:32:39,13286066588,2,Billing & Payments,8,billing,149,0.0,Report accident,abandoned,Customer abandoned,,False
-3261,2024-03-02 12:33:28,12867804727,3,Policy Changes,6,general,107,7.3,Cancel policy,resolved,Customer requested manager,2.0,True
-3262,2024-03-02 12:39:07,19952991807,0,Speak to Agent,5,general,112,0.7,Filing new auto claim,follow_up_needed,Payment processed successfully,4.0,False
-3263,2024-03-02 12:39:49,17803036081,2,Billing & Payments,8,billing,87,3.3,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-3264,2024-03-02 12:46:58,17934197724,1,Claims,2,claims,228,9.9,Update payment method,resolved,Resolved on first call,5.0,True
-3265,2024-03-04 07:07:22,18660443453,3,Policy Changes,6,general,0,8.1,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,3.0,False
-3266,2024-03-04 07:16:58,19450501909,4,New Quote,6,general,53,8.3,Request payment plan,follow_up_needed,"Claim filed, reference number provided",4.0,False
-3267,2024-03-04 07:42:13,18633532274,4,New Quote,6,general,6,6.8,Update address,resolved,Payment processed successfully,5.0,True
-3268,2024-03-04 07:42:32,15565444715,2,Billing & Payments,3,billing,10,4.3,Complaint about service,resolved,Policy updated per customer request,3.0,True
-3269,2024-03-04 07:51:12,14655368096,3,Policy Changes,5,general,173,5.1,Update address,follow_up_needed,Payment processed successfully,3.0,False
-3270,2024-03-04 07:55:19,16901509216,3,Policy Changes,6,general,201,12.6,Inquire about premium increase,resolved,Payment processed successfully,4.0,True
-3271,2024-03-04 08:01:33,17541728976,4,New Quote,6,general,102,9.8,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,4.0,False
-3272,2024-03-04 08:04:59,17060354893,2,Billing & Payments,4,billing,130,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-3273,2024-03-04 08:11:08,14186102486,2,Billing & Payments,3,billing,149,5.8,Payment not processed,resolved,Transferred to supervisor,5.0,True
-3274,2024-03-04 08:22:40,19834286995,4,New Quote,6,general,79,14.4,Update payment method,resolved,Escalated to claims adjuster,5.0,True
-3275,2024-03-04 08:29:03,12548358136,4,New Quote,5,general,176,5.5,Update address,resolved,Callback scheduled for tomorrow,3.0,True
-3276,2024-03-04 08:43:46,18774127247,2,Billing & Payments,8,billing,83,7.4,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-3277,2024-03-04 08:47:08,19431328520,0,Speak to Agent,5,general,130,0.0,Complaint about service,abandoned,Customer abandoned,,False
-3278,2024-03-04 08:48:36,12548311203,2,Billing & Payments,3,billing,59,5.4,Remove vehicle from policy,resolved,"Information provided, no action needed",4.0,True
-3279,2024-03-04 08:55:43,14114204865,2,Billing & Payments,4,billing,0,5.2,Remove vehicle from policy,follow_up_needed,Policy updated per customer request,3.0,False
-3280,2024-03-04 08:56:20,14922926499,3,Policy Changes,6,general,140,5.7,Claim status inquiry,follow_up_needed,"Information provided, no action needed",3.0,False
-3281,2024-03-04 08:57:40,15720805618,3,Policy Changes,6,general,115,13.1,Request ID cards,resolved,Resolved on first call,3.0,True
-3282,2024-03-04 09:12:05,13848543739,1,Claims,1,claims,40,6.9,Add driver to policy,transferred,Policy updated per customer request,1.0,False
-3283,2024-03-04 09:15:26,18118333929,2,Billing & Payments,8,billing,213,4.1,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-3284,2024-03-04 09:19:07,14641975503,2,Billing & Payments,4,billing,156,3.0,Request proof of insurance,resolved,"Claim filed, reference number provided",5.0,True
-3285,2024-03-04 09:24:05,16733428998,1,Claims,1,claims,201,5.5,Reinstate lapsed policy,resolved,Payment processed successfully,3.0,True
-3286,2024-03-04 09:36:58,16799492389,2,Billing & Payments,3,billing,218,5.9,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,5.0,False
-3287,2024-03-04 09:39:35,12858484427,0,Speak to Agent,6,general,171,4.3,Filing new auto claim,follow_up_needed,Payment processed successfully,4.0,False
-3288,2024-03-04 09:42:37,18286573393,2,Billing & Payments,8,billing,0,1.4,Request ID cards,resolved,Callback scheduled for tomorrow,3.0,True
-3289,2024-03-04 09:44:53,12753782679,3,Policy Changes,5,general,42,5.0,Remove vehicle from policy,follow_up_needed,Payment processed successfully,3.0,False
-3290,2024-03-04 09:48:09,18716515954,2,Billing & Payments,8,billing,0,2.6,Payment not processed,resolved,Payment processed successfully,4.0,True
-3291,2024-03-04 09:54:36,14386725467,3,Policy Changes,6,general,34,11.2,Update address,resolved,"Claim filed, reference number provided",4.0,True
-3292,2024-03-04 10:07:22,13432551942,2,Billing & Payments,4,billing,113,4.8,Ask about deductible,transferred,Payment processed successfully,4.0,False
-3293,2024-03-04 10:32:59,12221594791,3,Policy Changes,6,general,115,10.0,Report accident,resolved,Policy updated per customer request,3.0,True
-3294,2024-03-04 10:33:18,17392981296,1,Claims,1,claims,0,2.9,Ask about discounts,follow_up_needed,Resolved on first call,2.0,False
-3295,2024-03-04 10:37:47,13424792511,1,Claims,1,claims,200,9.4,Ask about deductible,resolved,Transferred to supervisor,5.0,True
-3296,2024-03-04 10:43:35,15356459389,3,Policy Changes,5,general,84,9.2,Inquire about premium increase,follow_up_needed,"Information provided, no action needed",2.0,False
-3297,2024-03-04 10:49:40,13594786929,3,Policy Changes,6,general,0,8.9,Claim status inquiry,follow_up_needed,Policy updated per customer request,4.0,False
-3298,2024-03-04 10:56:29,18961780831,3,Policy Changes,6,general,171,11.0,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-3299,2024-03-04 11:05:35,16246552048,2,Billing & Payments,4,billing,154,2.4,Ask about discounts,resolved,"Information provided, no action needed",2.0,True
-3300,2024-03-04 11:08:08,15919488806,3,Policy Changes,6,general,176,8.9,Dispute claim denial,resolved,"Claim filed, reference number provided",3.0,True
-3301,2024-03-04 11:12:20,12932909150,4,New Quote,5,general,202,2.0,Ask about deductible,resolved,Policy updated per customer request,3.0,True
-3302,2024-03-04 11:24:47,19146034266,4,New Quote,5,general,124,9.1,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-3303,2024-03-04 11:25:26,14378937465,0,Speak to Agent,5,general,169,4.7,Remove vehicle from policy,resolved,Payment processed successfully,5.0,True
-3304,2024-03-04 11:27:22,16974660924,0,Speak to Agent,6,general,79,10.8,Change coverage level,follow_up_needed,Payment processed successfully,1.0,False
-3305,2024-03-04 11:28:20,12961350570,4,New Quote,6,general,233,5.3,Dispute claim denial,transferred,Customer requested manager,2.0,False
-3306,2024-03-04 11:32:47,19697675759,2,Billing & Payments,8,billing,174,4.0,Request ID cards,resolved,Payment processed successfully,4.0,True
-3307,2024-03-04 11:39:04,14684598387,2,Billing & Payments,3,billing,162,2.3,Cancel policy,follow_up_needed,Customer requested manager,3.0,False
-3308,2024-03-04 11:55:20,19859375841,0,Speak to Agent,5,general,95,5.3,Filing new auto claim,transferred,Transferred to supervisor,3.0,False
-3309,2024-03-04 11:57:33,18479997437,4,New Quote,6,general,291,5.6,Report accident,resolved,Transferred to supervisor,4.0,True
-3310,2024-03-04 12:16:19,14799285703,2,Billing & Payments,8,billing,278,7.4,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-3311,2024-03-04 12:18:33,18294061334,1,Claims,7,claims,173,9.3,Complaint about service,resolved,Customer disconnected before resolution,4.0,True
-3312,2024-03-04 12:19:49,17578792199,0,Speak to Agent,5,general,117,4.1,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",3.0,True
-3313,2024-03-04 12:20:00,18863651009,4,New Quote,5,general,88,9.8,Complaint about service,resolved,Transferred to supervisor,5.0,True
-3314,2024-03-04 12:26:43,18116758168,4,New Quote,5,general,0,4.2,Request ID cards,follow_up_needed,Payment processed successfully,3.0,False
-3315,2024-03-04 12:44:27,14042233920,1,Claims,1,claims,200,6.6,Update address,resolved,Callback scheduled for tomorrow,3.0,True
-3316,2024-03-04 12:45:52,17120773706,3,Policy Changes,6,general,0,7.8,Update address,resolved,Policy updated per customer request,3.0,True
-3317,2024-03-04 13:18:22,17992058967,0,Speak to Agent,5,general,129,4.6,Request ID cards,follow_up_needed,Resolved on first call,3.0,False
-3318,2024-03-04 13:38:07,16393053551,4,New Quote,5,general,195,3.4,Complaint about service,resolved,Customer disconnected before resolution,3.0,True
-3319,2024-03-04 13:56:45,13144270843,0,Speak to Agent,6,general,155,10.9,Report accident,resolved,Payment processed successfully,4.0,True
-3320,2024-03-04 13:59:52,12085027131,1,Claims,7,claims,160,7.0,Add driver to policy,resolved,"Claim filed, reference number provided",4.0,True
-3321,2024-03-04 14:23:27,15011444373,0,Speak to Agent,5,general,1,2.2,Update payment method,follow_up_needed,Payment processed successfully,1.0,False
-3322,2024-03-04 14:31:35,13293238717,3,Policy Changes,5,general,75,3.4,Request ID cards,resolved,Transferred to supervisor,3.0,True
-3323,2024-03-04 14:39:06,13416631545,3,Policy Changes,6,general,271,8.7,Reinstate lapsed policy,transferred,Resolved on first call,4.0,False
-3324,2024-03-04 14:45:10,16807669225,1,Claims,2,claims,0,10.4,Report accident,transferred,Customer disconnected before resolution,4.0,False
-3325,2024-03-04 15:02:22,14577840165,1,Claims,1,claims,84,7.8,Claim status inquiry,resolved,"Information provided, no action needed",3.0,True
-3326,2024-03-04 15:14:32,13552699996,3,Policy Changes,6,general,35,10.4,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-3327,2024-03-04 15:48:39,18266788067,0,Speak to Agent,6,general,16,10.2,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-3328,2024-03-04 15:48:45,18108492310,3,Policy Changes,5,general,77,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-3329,2024-03-04 15:51:30,12766733600,3,Policy Changes,5,general,179,5.6,Filing new auto claim,follow_up_needed,Policy updated per customer request,4.0,False
-3330,2024-03-04 15:53:51,12904615994,3,Policy Changes,5,general,158,5.4,Add driver to policy,follow_up_needed,Resolved on first call,3.0,False
-3331,2024-03-04 16:06:17,16569280713,2,Billing & Payments,4,billing,0,6.0,Reinstate lapsed policy,follow_up_needed,Resolved on first call,3.0,False
-3332,2024-03-04 16:24:54,14048900841,2,Billing & Payments,3,billing,45,5.7,Payment not processed,resolved,Callback scheduled for tomorrow,1.0,True
-3333,2024-03-04 16:26:32,16885555241,0,Speak to Agent,6,general,34,5.1,Inquire about premium increase,resolved,"Information provided, no action needed",5.0,True
-3334,2024-03-04 16:27:04,19475027514,3,Policy Changes,6,general,81,5.7,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-3335,2024-03-04 16:28:22,15431067504,2,Billing & Payments,8,billing,79,8.1,Update address,resolved,Transferred to supervisor,4.0,True
-3336,2024-03-04 16:32:30,15704985842,4,New Quote,5,general,171,4.2,Cancel policy,resolved,"Information provided, no action needed",5.0,True
-3337,2024-03-04 16:38:25,14137405197,4,New Quote,6,general,54,11.2,General coverage question,resolved,Policy updated per customer request,4.0,True
-3338,2024-03-04 16:40:20,16384488130,1,Claims,2,claims,145,8.3,Ask about deductible,resolved,Payment processed successfully,5.0,True
-3339,2024-03-04 16:42:49,15600271585,3,Policy Changes,5,general,0,6.7,Payment not processed,resolved,Customer requested manager,5.0,True
-3340,2024-03-04 16:58:40,13234098509,4,New Quote,5,general,8,1.5,Filing new auto claim,transferred,Escalated to claims adjuster,3.0,False
-3341,2024-03-04 17:10:26,17040719883,1,Claims,7,claims,0,6.6,General coverage question,transferred,"Information provided, no action needed",4.0,False
-3342,2024-03-04 17:17:27,18614827291,4,New Quote,6,general,6,8.3,Update address,resolved,Customer requested manager,3.0,True
-3343,2024-03-04 18:01:28,12940713536,2,Billing & Payments,8,billing,264,2.0,General coverage question,resolved,"Claim filed, reference number provided",5.0,True
-3344,2024-03-04 18:04:39,16839568508,1,Claims,7,claims,123,2.2,General coverage question,resolved,Policy updated per customer request,4.0,True
-3345,2024-03-04 18:07:06,12907081612,2,Billing & Payments,3,billing,53,5.7,Remove vehicle from policy,follow_up_needed,"Claim filed, reference number provided",1.0,False
-3346,2024-03-04 18:29:38,15185674264,0,Speak to Agent,6,general,209,4.8,Cancel policy,resolved,Transferred to supervisor,3.0,True
-3347,2024-03-04 18:31:25,17552963856,2,Billing & Payments,3,billing,134,4.4,Add driver to policy,resolved,Resolved on first call,3.0,True
-3348,2024-03-04 18:42:58,17220460255,2,Billing & Payments,3,billing,157,4.2,Dispute claim denial,resolved,Customer requested manager,3.0,True
-3349,2024-03-04 18:53:14,17236559729,1,Claims,7,claims,103,0.0,Complaint about service,abandoned,Customer abandoned,,False
-3350,2024-03-05 07:05:02,18094859410,4,New Quote,6,general,272,6.5,Complaint about service,resolved,Customer requested manager,4.0,True
-3351,2024-03-05 07:29:44,19582967992,0,Speak to Agent,5,general,196,4.2,Inquire about premium increase,resolved,Payment processed successfully,5.0,True
-3352,2024-03-05 07:30:58,12599860612,1,Claims,1,claims,135,6.4,Reinstate lapsed policy,resolved,Policy updated per customer request,3.0,True
-3353,2024-03-05 07:48:52,16133669386,1,Claims,7,claims,0,9.4,Payment not processed,resolved,Resolved on first call,5.0,True
-3354,2024-03-05 07:54:36,15461844986,1,Claims,7,claims,69,7.0,Filing new auto claim,resolved,Callback scheduled for tomorrow,5.0,True
-3355,2024-03-05 07:57:22,13002204019,1,Claims,2,claims,177,5.5,Remove vehicle from policy,resolved,Escalated to claims adjuster,4.0,True
-3356,2024-03-05 08:22:53,13985180514,4,New Quote,5,general,219,5.0,Dispute claim denial,resolved,Callback scheduled for tomorrow,4.0,True
-3357,2024-03-05 08:39:18,12469484517,2,Billing & Payments,3,billing,128,5.2,Update address,follow_up_needed,Customer requested manager,3.0,False
-3358,2024-03-05 08:46:37,19221549405,1,Claims,1,claims,195,4.3,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-3359,2024-03-05 08:53:42,12993775104,1,Claims,2,claims,175,0.0,Complaint about service,abandoned,Customer abandoned,,False
-3360,2024-03-05 08:55:01,13962574819,4,New Quote,5,general,286,3.3,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-3361,2024-03-05 09:01:09,18810147026,0,Speak to Agent,6,general,0,7.1,Filing new auto claim,resolved,Transferred to supervisor,3.0,True
-3362,2024-03-05 09:03:38,18108569210,0,Speak to Agent,6,general,116,8.6,Dispute claim denial,resolved,Customer disconnected before resolution,4.0,True
-3363,2024-03-05 09:05:19,13639757129,1,Claims,2,claims,119,7.2,Request ID cards,resolved,Transferred to supervisor,4.0,True
-3364,2024-03-05 09:23:28,17922403282,4,New Quote,6,general,270,12.2,Remove vehicle from policy,resolved,"Claim filed, reference number provided",5.0,True
-3365,2024-03-05 09:24:41,19975249139,4,New Quote,5,general,29,7.3,Add driver to policy,resolved,Callback scheduled for tomorrow,5.0,True
-3366,2024-03-05 09:30:57,12314064972,3,Policy Changes,5,general,0,3.2,Update address,resolved,Customer disconnected before resolution,4.0,True
-3367,2024-03-05 09:31:06,19310604743,1,Claims,2,claims,167,7.4,Complaint about service,follow_up_needed,Payment processed successfully,1.0,False
-3368,2024-03-05 09:39:04,16786337275,0,Speak to Agent,6,general,155,8.5,Filing new auto claim,resolved,Resolved on first call,4.0,True
-3369,2024-03-05 09:41:44,19795708023,1,Claims,7,claims,129,1.1,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-3370,2024-03-05 09:43:59,17535258905,3,Policy Changes,6,general,112,10.0,Payment not processed,transferred,Callback scheduled for tomorrow,3.0,False
-3371,2024-03-05 09:46:35,13801026767,0,Speak to Agent,6,general,238,10.5,Update address,resolved,Escalated to claims adjuster,3.0,True
-3372,2024-03-05 10:04:38,12356188187,3,Policy Changes,6,general,535,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-3373,2024-03-05 10:13:18,18579102453,2,Billing & Payments,3,billing,1160,0.0,Update payment method,abandoned,Customer abandoned,,False
-3374,2024-03-05 10:15:34,14552386461,2,Billing & Payments,8,billing,1310,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-3375,2024-03-05 10:17:46,15609914325,2,Billing & Payments,4,billing,600,0.0,Report accident,abandoned,Customer abandoned,,False
-3376,2024-03-05 10:27:57,18107096804,4,New Quote,5,general,645,1.7,Ask about deductible,resolved,Customer requested manager,3.0,True
-3377,2024-03-05 10:28:01,18878340784,3,Policy Changes,5,general,585,0.0,Request ID cards,abandoned,Customer abandoned,,False
-3378,2024-03-05 10:34:44,13629295958,3,Policy Changes,5,general,520,0.0,Payment not processed,abandoned,Customer abandoned,,False
-3379,2024-03-05 10:35:49,12827152340,0,Speak to Agent,6,general,605,0.0,Complaint about service,abandoned,Customer abandoned,,False
-3380,2024-03-05 10:40:20,18956404582,3,Policy Changes,6,general,410,0.0,Update address,abandoned,Customer abandoned,,False
-3381,2024-03-05 10:54:11,12867578002,0,Speak to Agent,5,general,425,0.0,Request ID cards,abandoned,Customer abandoned,,False
-3382,2024-03-05 11:03:47,18366000568,1,Claims,1,claims,475,0.0,Update payment method,abandoned,Customer abandoned,,False
-3383,2024-03-05 11:18:37,15951926553,1,Claims,2,claims,490,0.0,General coverage question,abandoned,Customer abandoned,,False
-3384,2024-03-05 11:31:50,16265146041,4,New Quote,6,general,135,0.0,Change coverage level,abandoned,Customer abandoned,,False
-3385,2024-03-05 11:32:39,13385947890,3,Policy Changes,6,general,470,0.0,Payment not processed,abandoned,Customer abandoned,,False
-3386,2024-03-05 11:33:40,15649880561,1,Claims,2,claims,800,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-3387,2024-03-05 11:48:39,16839671502,4,New Quote,5,general,0,0.0,Change coverage level,abandoned,Customer abandoned,,False
-3388,2024-03-05 11:50:12,14049105771,0,Speak to Agent,5,general,750,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-3389,2024-03-05 11:57:58,15689034407,3,Policy Changes,6,general,855,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-3390,2024-03-05 12:17:59,13349267782,4,New Quote,6,general,470,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-3391,2024-03-05 12:18:41,14545170432,4,New Quote,5,general,1470,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-3392,2024-03-05 12:31:47,18859893226,3,Policy Changes,6,general,175,0.0,Change coverage level,abandoned,Customer abandoned,,False
-3393,2024-03-05 12:39:02,16046261452,4,New Quote,5,general,875,4.8,Cancel policy,transferred,Policy updated per customer request,3.0,False
-3394,2024-03-05 12:39:51,19880088069,4,New Quote,5,general,1055,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-3395,2024-03-05 12:43:53,14213147022,1,Claims,2,claims,520,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-3396,2024-03-05 12:54:26,19158912727,1,Claims,7,claims,485,3.5,Request proof of insurance,resolved,Customer disconnected before resolution,5.0,True
-3397,2024-03-05 13:02:01,18873384901,1,Claims,1,claims,189,3.0,Inquire about premium increase,resolved,"Claim filed, reference number provided",3.0,True
-3398,2024-03-05 14:05:11,16086315418,1,Claims,1,claims,0,9.7,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-3399,2024-03-05 14:19:12,18297929284,3,Policy Changes,6,general,135,6.9,Report accident,resolved,Callback scheduled for tomorrow,2.0,True
-3400,2024-03-05 14:23:34,18184847087,2,Billing & Payments,4,billing,51,7.7,Update payment method,follow_up_needed,Resolved on first call,2.0,False
-3401,2024-03-05 14:42:57,17703292975,4,New Quote,5,general,160,4.0,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",4.0,False
-3402,2024-03-05 15:05:39,14295534192,1,Claims,7,claims,272,6.2,Cancel policy,follow_up_needed,"Information provided, no action needed",4.0,False
-3403,2024-03-05 15:54:30,14601074834,4,New Quote,6,general,90,8.0,Request payment plan,resolved,Transferred to supervisor,3.0,True
-3404,2024-03-05 15:59:28,13418227866,2,Billing & Payments,4,billing,123,6.2,Filing new auto claim,resolved,Policy updated per customer request,4.0,True
-3405,2024-03-05 16:01:21,13234890080,3,Policy Changes,6,general,14,6.4,Reinstate lapsed policy,resolved,Customer disconnected before resolution,3.0,True
-3406,2024-03-05 16:16:02,14705456909,4,New Quote,5,general,154,5.5,Update address,follow_up_needed,Resolved on first call,4.0,False
-3407,2024-03-05 16:21:46,13094541531,1,Claims,1,claims,217,6.5,Claim status inquiry,resolved,Customer requested manager,4.0,True
-3408,2024-03-05 16:23:40,16059688042,1,Claims,2,claims,63,10.6,General coverage question,resolved,Policy updated per customer request,4.0,True
-3409,2024-03-05 16:24:39,14604776891,2,Billing & Payments,8,billing,47,11.6,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-3410,2024-03-05 16:25:40,19700000927,1,Claims,2,claims,105,8.8,Update address,resolved,Policy updated per customer request,3.0,True
-3411,2024-03-05 16:29:22,17229643057,3,Policy Changes,5,general,71,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-3412,2024-03-05 16:31:46,13973637379,1,Claims,2,claims,0,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-3413,2024-03-05 16:33:20,17713518193,4,New Quote,5,general,63,0.0,Request payment plan,abandoned,Customer abandoned,,False
-3414,2024-03-05 16:39:43,19008624891,1,Claims,1,claims,120,8.1,Request payment plan,follow_up_needed,"Information provided, no action needed",2.0,False
-3415,2024-03-05 16:45:33,12599714484,4,New Quote,6,general,75,7.4,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-3416,2024-03-05 17:06:49,14890293860,1,Claims,1,claims,119,4.4,Add driver to policy,follow_up_needed,Payment processed successfully,3.0,False
-3417,2024-03-05 17:41:30,13395848084,4,New Quote,5,general,171,5.4,Claim status inquiry,resolved,"Claim filed, reference number provided",4.0,True
-3418,2024-03-05 17:42:17,15978191289,1,Claims,7,claims,183,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-3419,2024-03-05 17:43:10,17624440680,3,Policy Changes,5,general,0,7.8,Cancel policy,transferred,"Claim filed, reference number provided",3.0,False
-3420,2024-03-05 17:50:40,12999799688,2,Billing & Payments,3,billing,0,5.4,Complaint about service,resolved,Escalated to claims adjuster,3.0,True
-3421,2024-03-05 18:20:54,12737526153,1,Claims,2,claims,4,7.4,Complaint about service,resolved,Payment processed successfully,3.0,True
-3422,2024-03-05 18:22:31,12807947908,4,New Quote,5,general,55,7.3,Remove vehicle from policy,follow_up_needed,Transferred to supervisor,2.0,False
-3423,2024-03-05 18:33:39,12927994507,2,Billing & Payments,8,billing,0,7.5,Reinstate lapsed policy,resolved,Transferred to supervisor,4.0,True
-3424,2024-03-05 18:47:33,18105633537,3,Policy Changes,6,general,277,10.9,Claim status inquiry,follow_up_needed,Transferred to supervisor,4.0,False
-3425,2024-03-05 18:56:55,16504419149,0,Speak to Agent,6,general,76,7.6,Update payment method,resolved,Customer disconnected before resolution,2.0,True
-3426,2024-03-06 07:02:30,18199453512,4,New Quote,5,general,104,2.7,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-3427,2024-03-06 07:08:50,14275701638,1,Claims,7,claims,0,3.2,Request ID cards,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-3428,2024-03-06 07:18:53,15543774460,0,Speak to Agent,5,general,169,8.4,Inquire about premium increase,transferred,Customer requested manager,2.0,False
-3429,2024-03-06 07:21:51,13723555776,0,Speak to Agent,5,general,54,5.9,Inquire about premium increase,resolved,Payment processed successfully,3.0,True
-3430,2024-03-06 08:45:08,14158411892,1,Claims,1,claims,0,10.2,Claim status inquiry,resolved,"Information provided, no action needed",5.0,True
-3431,2024-03-06 08:48:42,19439262254,4,New Quote,6,general,97,12.0,Payment not processed,resolved,Transferred to supervisor,4.0,True
-3432,2024-03-06 09:01:03,12719397001,1,Claims,7,claims,144,8.6,Request proof of insurance,follow_up_needed,"Claim filed, reference number provided",2.0,False
-3433,2024-03-06 09:05:35,14528411064,2,Billing & Payments,8,billing,197,7.8,Cancel policy,resolved,Transferred to supervisor,3.0,True
-3434,2024-03-06 09:25:50,13775518835,0,Speak to Agent,5,general,78,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-3435,2024-03-06 09:27:30,18930884999,2,Billing & Payments,4,billing,73,10.5,Cancel policy,resolved,Customer requested manager,4.0,True
-3436,2024-03-06 09:44:03,14571666277,0,Speak to Agent,5,general,122,6.1,Inquire about premium increase,resolved,Policy updated per customer request,3.0,True
-3437,2024-03-06 09:48:39,12367705994,1,Claims,7,claims,12,3.1,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,5.0,True
-3438,2024-03-06 09:50:14,18589600836,0,Speak to Agent,6,general,164,9.2,Payment not processed,resolved,Transferred to supervisor,4.0,True
-3439,2024-03-06 09:50:59,17108281366,3,Policy Changes,5,general,196,4.1,Payment not processed,transferred,Policy updated per customer request,4.0,False
-3440,2024-03-06 09:53:40,19422953058,3,Policy Changes,5,general,293,10.5,Update payment method,resolved,Customer disconnected before resolution,3.0,True
-3441,2024-03-06 09:55:21,14211302332,3,Policy Changes,5,general,297,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-3442,2024-03-06 09:58:09,13342413254,4,New Quote,5,general,81,3.7,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-3443,2024-03-06 10:08:05,14040606542,0,Speak to Agent,6,general,142,13.6,Filing new auto claim,follow_up_needed,Policy updated per customer request,2.0,False
-3444,2024-03-06 10:08:38,15284351539,3,Policy Changes,5,general,43,6.8,Update payment method,resolved,"Information provided, no action needed",5.0,True
-3445,2024-03-06 10:12:55,18639336612,3,Policy Changes,5,general,183,0.5,Dispute claim denial,follow_up_needed,Payment processed successfully,3.0,False
-3446,2024-03-06 10:27:18,17223190026,4,New Quote,5,general,227,8.3,Inquire about premium increase,follow_up_needed,"Information provided, no action needed",2.0,False
-3447,2024-03-06 10:27:45,13485513871,4,New Quote,6,general,204,7.1,Request ID cards,resolved,Resolved on first call,4.0,True
-3448,2024-03-06 10:36:27,13541318164,2,Billing & Payments,4,billing,33,8.5,Cancel policy,resolved,"Information provided, no action needed",5.0,True
-3449,2024-03-06 10:41:24,19437107402,2,Billing & Payments,8,billing,206,3.3,Request proof of insurance,resolved,Payment processed successfully,5.0,True
-3450,2024-03-06 10:46:52,16155640508,2,Billing & Payments,4,billing,249,5.1,Inquire about premium increase,transferred,"Claim filed, reference number provided",2.0,False
-3451,2024-03-06 10:56:48,17060413104,0,Speak to Agent,6,general,75,11.0,Update address,resolved,Customer requested manager,4.0,True
-3452,2024-03-06 10:58:50,15024120858,1,Claims,1,claims,118,7.4,Cancel policy,resolved,Escalated to claims adjuster,5.0,True
-3453,2024-03-06 10:59:29,14161029872,1,Claims,7,claims,282,4.3,Filing new auto claim,resolved,Resolved on first call,3.0,True
-3454,2024-03-06 11:18:13,14988720460,2,Billing & Payments,4,billing,293,4.1,Payment not processed,follow_up_needed,"Information provided, no action needed",4.0,False
-3455,2024-03-06 11:25:46,16863143770,3,Policy Changes,6,general,31,7.3,Add driver to policy,resolved,Customer requested manager,4.0,True
-3456,2024-03-06 11:35:31,14205897323,4,New Quote,6,general,60,7.9,Claim status inquiry,resolved,"Claim filed, reference number provided",4.0,True
-3457,2024-03-06 11:45:16,15213590203,2,Billing & Payments,4,billing,249,5.8,Remove vehicle from policy,transferred,Customer requested manager,3.0,False
-3458,2024-03-06 11:54:59,15602183045,3,Policy Changes,6,general,121,10.5,Update address,transferred,Customer requested manager,3.0,False
-3459,2024-03-06 12:00:03,14109213221,3,Policy Changes,6,general,164,10.1,Remove vehicle from policy,resolved,Escalated to claims adjuster,4.0,True
-3460,2024-03-06 12:31:08,19777595157,3,Policy Changes,6,general,63,6.3,Dispute claim denial,resolved,Callback scheduled for tomorrow,5.0,True
-3461,2024-03-06 12:41:09,15033830453,1,Claims,7,claims,32,5.7,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-3462,2024-03-06 12:55:50,17285303363,4,New Quote,6,general,0,10.6,Claim status inquiry,resolved,Escalated to claims adjuster,3.0,True
-3463,2024-03-06 13:16:52,15450719748,2,Billing & Payments,4,billing,156,4.2,General coverage question,follow_up_needed,"Claim filed, reference number provided",4.0,False
-3464,2024-03-06 13:19:27,15599249499,2,Billing & Payments,8,billing,0,6.1,Remove vehicle from policy,resolved,Resolved on first call,4.0,True
-3465,2024-03-06 13:47:24,12784681771,0,Speak to Agent,5,general,188,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-3466,2024-03-06 13:53:00,17724511813,1,Claims,1,claims,0,10.9,Request ID cards,follow_up_needed,Customer requested manager,3.0,False
-3467,2024-03-06 13:54:14,18296653764,4,New Quote,5,general,172,0.5,Update payment method,resolved,Policy updated per customer request,3.0,True
-3468,2024-03-06 14:01:31,18490784254,3,Policy Changes,6,general,0,10.2,Remove vehicle from policy,resolved,"Claim filed, reference number provided",5.0,True
-3469,2024-03-06 14:25:37,17866451908,3,Policy Changes,6,general,95,10.4,Claim status inquiry,resolved,"Claim filed, reference number provided",3.0,True
-3470,2024-03-06 14:39:57,14944735060,2,Billing & Payments,8,billing,80,3.9,Request payment plan,resolved,Policy updated per customer request,4.0,True
-3471,2024-03-06 15:40:44,13298026850,3,Policy Changes,5,general,61,1.0,Ask about deductible,resolved,Callback scheduled for tomorrow,5.0,True
-3472,2024-03-06 15:49:13,18324945117,1,Claims,2,claims,204,6.9,Report accident,resolved,Callback scheduled for tomorrow,3.0,True
-3473,2024-03-06 15:49:29,13671676859,4,New Quote,6,general,157,5.6,Remove vehicle from policy,transferred,Customer disconnected before resolution,3.0,False
-3474,2024-03-06 15:57:56,13090725772,3,Policy Changes,6,general,183,11.8,Payment not processed,resolved,"Information provided, no action needed",3.0,True
-3475,2024-03-06 15:59:10,16488060825,0,Speak to Agent,6,general,324,13.2,Update payment method,resolved,Policy updated per customer request,4.0,True
-3476,2024-03-06 16:03:13,15605495668,4,New Quote,6,general,118,4.9,Remove vehicle from policy,resolved,Resolved on first call,5.0,True
-3477,2024-03-06 16:03:23,19697374410,3,Policy Changes,5,general,50,1.8,Remove vehicle from policy,follow_up_needed,Customer requested manager,5.0,False
-3478,2024-03-06 16:35:21,17373983629,3,Policy Changes,5,general,185,4.5,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-3479,2024-03-06 16:43:46,18533380348,2,Billing & Payments,3,billing,78,0.6,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-3480,2024-03-06 16:46:22,14629213066,0,Speak to Agent,5,general,136,3.1,Request payment plan,transferred,"Information provided, no action needed",3.0,False
-3481,2024-03-06 16:47:01,15343364947,3,Policy Changes,6,general,82,9.3,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-3482,2024-03-06 16:56:40,19558871561,2,Billing & Payments,8,billing,135,6.2,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-3483,2024-03-06 17:14:58,17956602547,2,Billing & Payments,3,billing,251,0.5,Complaint about service,follow_up_needed,Escalated to claims adjuster,3.0,False
-3484,2024-03-06 17:17:34,18033140277,3,Policy Changes,5,general,51,8.7,Cancel policy,resolved,Escalated to claims adjuster,5.0,True
-3485,2024-03-06 17:24:39,17026303351,2,Billing & Payments,4,billing,10,8.1,Report accident,resolved,Escalated to claims adjuster,3.0,True
-3486,2024-03-06 18:00:25,17984685411,3,Policy Changes,6,general,205,7.5,Dispute claim denial,resolved,Resolved on first call,3.0,True
-3487,2024-03-06 18:11:33,14165321776,2,Billing & Payments,3,billing,196,5.5,Reinstate lapsed policy,resolved,Transferred to supervisor,5.0,True
-3488,2024-03-06 18:19:46,17455083437,0,Speak to Agent,6,general,108,13.6,Reinstate lapsed policy,follow_up_needed,Customer requested manager,2.0,False
-3489,2024-03-06 18:24:39,17350085831,2,Billing & Payments,3,billing,182,3.7,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-3490,2024-03-06 18:25:32,14030300130,1,Claims,2,claims,113,8.0,General coverage question,follow_up_needed,Transferred to supervisor,3.0,False
-3491,2024-03-06 18:27:50,13358098131,4,New Quote,6,general,129,10.0,Payment not processed,follow_up_needed,Customer requested manager,3.0,False
-3492,2024-03-06 18:31:26,13424594695,1,Claims,2,claims,203,7.5,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-3493,2024-03-06 18:33:28,12695837397,4,New Quote,5,general,160,5.2,Update payment method,transferred,Resolved on first call,2.0,False
-3494,2024-03-06 18:46:41,19943835661,0,Speak to Agent,5,general,113,2.3,Payment not processed,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-3495,2024-03-07 07:48:01,12455791884,1,Claims,7,claims,100,2.4,Change coverage level,resolved,"Claim filed, reference number provided",3.0,True
-3496,2024-03-07 07:48:50,14703587322,1,Claims,1,claims,198,5.9,Inquire about premium increase,resolved,Customer requested manager,3.0,True
-3497,2024-03-07 08:04:57,15912577863,1,Claims,1,claims,0,5.8,Dispute claim denial,resolved,Callback scheduled for tomorrow,3.0,True
-3498,2024-03-07 08:15:18,13202308853,4,New Quote,5,general,70,5.5,Cancel policy,resolved,Policy updated per customer request,3.0,True
-3499,2024-03-07 08:21:55,15077691936,3,Policy Changes,5,general,119,5.2,Remove vehicle from policy,resolved,"Information provided, no action needed",3.0,True
-3500,2024-03-07 08:45:18,14578353287,3,Policy Changes,6,general,165,11.6,Ask about deductible,follow_up_needed,Transferred to supervisor,2.0,False
-3501,2024-03-07 09:14:33,13153109589,3,Policy Changes,6,general,0,8.2,Complaint about service,resolved,"Information provided, no action needed",5.0,True
-3502,2024-03-07 09:18:09,14860801085,3,Policy Changes,5,general,0,5.0,Reinstate lapsed policy,resolved,Policy updated per customer request,3.0,True
-3503,2024-03-07 09:33:58,12084751698,3,Policy Changes,6,general,281,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-3504,2024-03-07 09:43:41,17086771571,2,Billing & Payments,3,billing,153,4.7,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-3505,2024-03-07 09:48:20,12719434931,4,New Quote,6,general,199,10.6,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-3506,2024-03-07 09:55:33,16188174002,0,Speak to Agent,5,general,165,5.3,Payment not processed,follow_up_needed,Transferred to supervisor,3.0,False
-3507,2024-03-07 09:57:42,14470319666,4,New Quote,6,general,106,6.9,Inquire about premium increase,resolved,Transferred to supervisor,3.0,True
-3508,2024-03-07 09:59:42,16425011768,2,Billing & Payments,4,billing,125,4.5,Ask about deductible,transferred,"Information provided, no action needed",2.0,False
-3509,2024-03-07 10:02:32,19464382882,4,New Quote,5,general,43,9.6,Update payment method,resolved,Payment processed successfully,4.0,True
-3510,2024-03-07 10:03:00,17143432396,4,New Quote,6,general,179,9.8,Remove vehicle from policy,transferred,"Information provided, no action needed",1.0,False
-3511,2024-03-07 10:03:45,18251874848,4,New Quote,5,general,71,9.1,Ask about deductible,follow_up_needed,Customer disconnected before resolution,2.0,False
-3512,2024-03-07 10:15:54,18912249977,2,Billing & Payments,3,billing,186,5.6,Complaint about service,resolved,Transferred to supervisor,3.0,True
-3513,2024-03-07 10:20:56,15085870289,2,Billing & Payments,4,billing,155,2.3,Request proof of insurance,resolved,"Information provided, no action needed",5.0,True
-3514,2024-03-07 10:22:30,18328391622,0,Speak to Agent,6,general,33,12.1,Cancel policy,resolved,Transferred to supervisor,3.0,True
-3515,2024-03-07 10:42:40,15327303027,4,New Quote,6,general,0,5.9,Remove vehicle from policy,resolved,Escalated to claims adjuster,3.0,True
-3516,2024-03-07 10:52:19,16604133479,1,Claims,7,claims,146,6.2,Report accident,resolved,Customer requested manager,4.0,True
-3517,2024-03-07 11:19:49,12073766289,2,Billing & Payments,3,billing,104,5.9,General coverage question,transferred,Customer requested manager,4.0,False
-3518,2024-03-07 11:23:15,12678416566,4,New Quote,6,general,33,12.8,General coverage question,transferred,"Information provided, no action needed",2.0,False
-3519,2024-03-07 11:37:45,14624458918,4,New Quote,5,general,236,0.0,Change coverage level,abandoned,Customer abandoned,,False
-3520,2024-03-07 11:39:20,15425680298,1,Claims,2,claims,58,10.4,Request payment plan,resolved,Customer disconnected before resolution,5.0,True
-3521,2024-03-07 11:41:00,14041182606,4,New Quote,5,general,192,6.9,Payment not processed,resolved,Policy updated per customer request,2.0,True
-3522,2024-03-07 11:44:06,17472493148,2,Billing & Payments,4,billing,93,5.0,Update payment method,resolved,Transferred to supervisor,4.0,True
-3523,2024-03-07 11:47:42,13616813869,0,Speak to Agent,5,general,43,3.3,Change coverage level,follow_up_needed,Policy updated per customer request,3.0,False
-3524,2024-03-07 11:48:12,17708004696,4,New Quote,5,general,0,7.6,Update address,resolved,Policy updated per customer request,4.0,True
-3525,2024-03-07 11:51:13,19261779960,2,Billing & Payments,4,billing,147,3.5,Ask about discounts,resolved,"Information provided, no action needed",3.0,True
-3526,2024-03-07 11:52:01,14764234216,0,Speak to Agent,5,general,144,4.4,Dispute claim denial,follow_up_needed,Policy updated per customer request,4.0,False
-3527,2024-03-07 11:56:51,15443278229,1,Claims,2,claims,173,7.0,Filing new auto claim,resolved,Customer disconnected before resolution,5.0,True
-3528,2024-03-07 11:56:54,19918411588,4,New Quote,6,general,233,9.8,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-3529,2024-03-07 13:05:19,15863757437,2,Billing & Payments,3,billing,325,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-3530,2024-03-07 13:43:47,17132235005,3,Policy Changes,6,general,157,8.8,Report accident,transferred,Escalated to claims adjuster,3.0,False
-3531,2024-03-07 14:29:38,19185930845,1,Claims,2,claims,56,8.0,Add driver to policy,resolved,Customer requested manager,4.0,True
-3532,2024-03-07 14:42:33,15771507067,0,Speak to Agent,5,general,0,5.8,Filing new auto claim,resolved,Payment processed successfully,4.0,True
-3533,2024-03-07 14:55:20,17976614913,3,Policy Changes,5,general,0,5.1,Claim status inquiry,transferred,Customer disconnected before resolution,3.0,False
-3534,2024-03-07 15:15:03,19186705951,1,Claims,1,claims,24,6.8,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-3535,2024-03-07 15:33:53,12717354914,0,Speak to Agent,6,general,85,6.6,Add driver to policy,resolved,"Information provided, no action needed",2.0,True
-3536,2024-03-07 15:38:19,14385937474,2,Billing & Payments,4,billing,112,6.1,Request proof of insurance,resolved,Resolved on first call,4.0,True
-3537,2024-03-07 15:46:22,16464771680,4,New Quote,6,general,137,8.9,Payment not processed,resolved,"Information provided, no action needed",3.0,True
-3538,2024-03-07 15:56:46,12681447136,4,New Quote,6,general,0,7.0,Reinstate lapsed policy,resolved,Customer requested manager,3.0,True
-3539,2024-03-07 16:05:55,12814228433,3,Policy Changes,6,general,158,7.7,Report accident,resolved,Customer requested manager,5.0,True
-3540,2024-03-07 16:11:20,17544946264,2,Billing & Payments,3,billing,176,6.6,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-3541,2024-03-07 16:19:05,18684589380,3,Policy Changes,5,general,89,4.0,General coverage question,transferred,Customer requested manager,3.0,False
-3542,2024-03-07 16:53:55,15142066226,3,Policy Changes,5,general,156,0.0,Request payment plan,abandoned,Customer abandoned,,False
-3543,2024-03-07 18:14:10,13252706579,1,Claims,1,claims,0,6.5,Request proof of insurance,resolved,Escalated to claims adjuster,4.0,True
-3544,2024-03-07 18:57:03,13904733188,1,Claims,2,claims,133,6.8,Ask about deductible,resolved,Transferred to supervisor,3.0,True
-3545,2024-03-08 07:07:13,18121981452,0,Speak to Agent,5,general,121,7.3,Filing new auto claim,resolved,Escalated to claims adjuster,2.0,True
-3546,2024-03-08 07:31:35,15666125752,2,Billing & Payments,8,billing,34,0.5,General coverage question,transferred,Customer requested manager,3.0,False
-3547,2024-03-08 07:53:22,12429110084,4,New Quote,5,general,119,4.5,Complaint about service,transferred,"Information provided, no action needed",3.0,False
-3548,2024-03-08 08:54:21,14476888617,0,Speak to Agent,5,general,94,4.3,Remove vehicle from policy,resolved,Resolved on first call,4.0,True
-3549,2024-03-08 08:58:43,17673761305,2,Billing & Payments,8,billing,112,7.8,Request proof of insurance,follow_up_needed,Resolved on first call,2.0,False
-3550,2024-03-08 09:07:15,14954828652,1,Claims,7,claims,127,2.6,Update payment method,resolved,Escalated to claims adjuster,4.0,True
-3551,2024-03-08 09:09:59,18630184197,3,Policy Changes,5,general,36,6.5,Update address,follow_up_needed,"Claim filed, reference number provided",3.0,False
-3552,2024-03-08 09:32:09,18579008557,1,Claims,2,claims,151,11.4,Report accident,resolved,Customer disconnected before resolution,4.0,True
-3553,2024-03-08 09:40:33,15055986739,3,Policy Changes,5,general,153,8.8,Request payment plan,resolved,"Information provided, no action needed",3.0,True
-3554,2024-03-08 09:51:44,17797749904,1,Claims,2,claims,175,10.3,General coverage question,resolved,Transferred to supervisor,3.0,True
-3555,2024-03-08 09:53:01,14483484357,3,Policy Changes,5,general,154,8.6,Claim status inquiry,resolved,Customer disconnected before resolution,4.0,True
-3556,2024-03-08 10:03:20,15560793969,2,Billing & Payments,3,billing,54,4.2,Update payment method,resolved,Escalated to claims adjuster,5.0,True
-3557,2024-03-08 10:05:52,19197224724,2,Billing & Payments,4,billing,104,4.9,Change coverage level,follow_up_needed,Payment processed successfully,3.0,False
-3558,2024-03-08 10:13:37,16542221885,2,Billing & Payments,8,billing,78,4.2,Filing new auto claim,resolved,Policy updated per customer request,2.0,True
-3559,2024-03-08 10:26:24,19926195393,3,Policy Changes,5,general,163,6.5,Request proof of insurance,resolved,"Claim filed, reference number provided",5.0,True
-3560,2024-03-08 10:27:07,15419487851,3,Policy Changes,6,general,108,9.7,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-3561,2024-03-08 10:33:52,17879058494,1,Claims,1,claims,367,1.5,Cancel policy,resolved,Escalated to claims adjuster,5.0,True
-3562,2024-03-08 10:57:11,17214352782,1,Claims,2,claims,166,9.5,Dispute claim denial,resolved,Callback scheduled for tomorrow,2.0,True
-3563,2024-03-08 11:03:30,12712274277,2,Billing & Payments,4,billing,0,5.7,Ask about discounts,follow_up_needed,Customer requested manager,4.0,False
-3564,2024-03-08 11:17:39,17821967866,1,Claims,2,claims,180,9.6,Update payment method,resolved,"Information provided, no action needed",4.0,True
-3565,2024-03-08 11:23:16,12065307746,0,Speak to Agent,5,general,0,3.0,Ask about deductible,resolved,Payment processed successfully,2.0,True
-3566,2024-03-08 11:30:49,16008589345,3,Policy Changes,5,general,82,6.2,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-3567,2024-03-08 11:38:46,13615464941,0,Speak to Agent,6,general,204,8.9,Request payment plan,resolved,"Claim filed, reference number provided",5.0,True
-3568,2024-03-08 11:46:31,16027690897,4,New Quote,5,general,174,3.9,Complaint about service,resolved,Transferred to supervisor,3.0,True
-3569,2024-03-08 11:50:31,12754770393,3,Policy Changes,5,general,97,4.8,Request payment plan,resolved,Transferred to supervisor,2.0,True
-3570,2024-03-08 11:55:38,17079037801,2,Billing & Payments,8,billing,168,3.1,General coverage question,transferred,"Information provided, no action needed",3.0,False
-3571,2024-03-08 12:08:58,13776859274,2,Billing & Payments,8,billing,49,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-3572,2024-03-08 12:39:57,18179178010,3,Policy Changes,5,general,28,5.3,Change coverage level,transferred,Transferred to supervisor,3.0,False
-3573,2024-03-08 12:52:42,18177427546,0,Speak to Agent,5,general,114,4.9,General coverage question,resolved,Payment processed successfully,4.0,True
-3574,2024-03-08 12:56:25,12524243471,1,Claims,1,claims,0,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-3575,2024-03-08 13:16:45,15134202898,3,Policy Changes,5,general,134,8.7,Request proof of insurance,transferred,Callback scheduled for tomorrow,2.0,False
-3576,2024-03-08 13:20:56,15598165391,3,Policy Changes,5,general,69,4.9,Payment not processed,follow_up_needed,Policy updated per customer request,4.0,False
-3577,2024-03-08 13:32:25,17333797571,1,Claims,2,claims,122,4.5,Add driver to policy,transferred,Callback scheduled for tomorrow,1.0,False
-3578,2024-03-08 14:14:54,13724171328,4,New Quote,5,general,218,4.0,Update address,resolved,Resolved on first call,3.0,True
-3579,2024-03-08 14:27:33,19656948740,0,Speak to Agent,6,general,195,10.3,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",3.0,True
-3580,2024-03-08 14:29:32,14079527381,2,Billing & Payments,3,billing,136,3.8,Dispute claim denial,follow_up_needed,"Information provided, no action needed",2.0,False
-3581,2024-03-08 14:33:31,13711593981,1,Claims,1,claims,95,2.4,Payment not processed,resolved,Resolved on first call,3.0,True
-3582,2024-03-08 14:46:13,13175385746,0,Speak to Agent,6,general,143,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-3583,2024-03-08 14:49:29,14941151010,3,Policy Changes,5,general,243,5.1,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-3584,2024-03-08 15:19:19,18254425183,2,Billing & Payments,3,billing,230,7.8,Cancel policy,resolved,Callback scheduled for tomorrow,3.0,True
-3585,2024-03-08 15:43:11,12194354349,1,Claims,7,claims,259,0.0,Update payment method,abandoned,Customer abandoned,,False
-3586,2024-03-08 15:44:48,16048271878,2,Billing & Payments,3,billing,116,5.8,Update payment method,follow_up_needed,Transferred to supervisor,3.0,False
-3587,2024-03-08 15:48:31,12911251699,3,Policy Changes,5,general,91,3.7,Payment not processed,resolved,"Claim filed, reference number provided",4.0,True
-3588,2024-03-08 15:49:00,16731702358,4,New Quote,6,general,246,10.5,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-3589,2024-03-08 15:59:59,18757713200,4,New Quote,5,general,234,3.8,Request payment plan,resolved,Escalated to claims adjuster,5.0,True
-3590,2024-03-08 16:11:44,14104389040,0,Speak to Agent,5,general,0,4.2,Update address,resolved,Customer disconnected before resolution,4.0,True
-3591,2024-03-08 16:16:07,12218872553,4,New Quote,5,general,7,5.8,Inquire about premium increase,resolved,Resolved on first call,3.0,True
-3592,2024-03-08 16:27:17,17369957154,2,Billing & Payments,4,billing,214,8.6,Complaint about service,follow_up_needed,Policy updated per customer request,2.0,False
-3593,2024-03-08 16:28:49,12961083171,2,Billing & Payments,8,billing,140,5.8,Report accident,resolved,Payment processed successfully,3.0,True
-3594,2024-03-08 16:29:04,18276491162,0,Speak to Agent,6,general,0,10.2,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-3595,2024-03-08 16:32:54,19597032561,4,New Quote,6,general,212,7.0,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-3596,2024-03-08 16:33:10,17571934549,4,New Quote,5,general,114,4.5,General coverage question,follow_up_needed,Customer requested manager,5.0,False
-3597,2024-03-08 16:34:18,17970711387,1,Claims,1,claims,138,9.3,Update payment method,transferred,"Information provided, no action needed",3.0,False
-3598,2024-03-08 16:34:50,13947864846,3,Policy Changes,5,general,93,1.8,Add driver to policy,resolved,Payment processed successfully,4.0,True
-3599,2024-03-08 16:42:43,14660010072,2,Billing & Payments,3,billing,85,7.4,Ask about deductible,resolved,Resolved on first call,5.0,True
-3600,2024-03-08 16:44:12,18741323849,0,Speak to Agent,5,general,149,5.9,Cancel policy,transferred,Transferred to supervisor,4.0,False
-3601,2024-03-08 16:45:43,15274806572,3,Policy Changes,5,general,194,5.0,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-3602,2024-03-08 16:53:18,12534555049,2,Billing & Payments,4,billing,214,10.7,Request proof of insurance,follow_up_needed,Payment processed successfully,4.0,False
-3603,2024-03-08 18:21:01,17194309905,4,New Quote,5,general,115,6.8,Dispute claim denial,resolved,Resolved on first call,5.0,True
-3604,2024-03-08 18:25:12,19404200221,0,Speak to Agent,5,general,60,4.5,Ask about deductible,resolved,Callback scheduled for tomorrow,2.0,True
-3605,2024-03-08 18:59:11,12930623570,0,Speak to Agent,6,general,109,10.3,Ask about discounts,follow_up_needed,Escalated to claims adjuster,1.0,False
-3606,2024-03-09 09:12:03,14410304037,0,Speak to Agent,6,general,87,7.0,Inquire about premium increase,resolved,Callback scheduled for tomorrow,5.0,True
-3607,2024-03-09 09:12:19,12580376335,0,Speak to Agent,5,general,115,1.8,Request payment plan,transferred,Callback scheduled for tomorrow,2.0,False
-3608,2024-03-09 09:14:16,19395143641,3,Policy Changes,6,general,206,10.3,Inquire about premium increase,follow_up_needed,"Information provided, no action needed",4.0,False
-3609,2024-03-09 09:22:34,13763087770,1,Claims,7,claims,23,5.7,Update payment method,resolved,Escalated to claims adjuster,5.0,True
-3610,2024-03-09 09:32:46,19274410524,2,Billing & Payments,8,billing,128,10.2,Request ID cards,follow_up_needed,Customer requested manager,5.0,False
-3611,2024-03-09 09:39:32,15083126386,2,Billing & Payments,8,billing,0,2.5,Cancel policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-3612,2024-03-09 09:40:37,14362680552,3,Policy Changes,5,general,100,7.7,Update payment method,follow_up_needed,"Information provided, no action needed",2.0,False
-3613,2024-03-09 09:49:48,16942795698,4,New Quote,6,general,0,11.3,Request payment plan,resolved,"Information provided, no action needed",3.0,True
-3614,2024-03-09 09:55:51,17447421131,0,Speak to Agent,5,general,0,0.5,Claim status inquiry,resolved,Callback scheduled for tomorrow,5.0,True
-3615,2024-03-09 10:07:19,19048579360,3,Policy Changes,5,general,0,3.4,Dispute claim denial,follow_up_needed,Resolved on first call,2.0,False
-3616,2024-03-09 10:10:23,14511244723,2,Billing & Payments,4,billing,0,6.9,General coverage question,resolved,Customer requested manager,3.0,True
-3617,2024-03-09 10:25:57,16071798615,1,Claims,7,claims,0,7.5,Change coverage level,resolved,"Claim filed, reference number provided",4.0,True
-3618,2024-03-09 10:37:13,18586984912,4,New Quote,5,general,117,4.6,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-3619,2024-03-09 10:38:42,18909157423,3,Policy Changes,5,general,197,6.1,Update payment method,resolved,"Information provided, no action needed",4.0,True
-3620,2024-03-09 10:54:27,16487040195,1,Claims,2,claims,35,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-3621,2024-03-09 11:06:04,13635026385,0,Speak to Agent,6,general,156,4.5,Request ID cards,resolved,Payment processed successfully,4.0,True
-3622,2024-03-09 11:09:50,17731140750,0,Speak to Agent,5,general,9,3.2,Complaint about service,resolved,Transferred to supervisor,4.0,True
-3623,2024-03-09 11:11:47,13574158587,1,Claims,2,claims,185,8.5,Cancel policy,follow_up_needed,Resolved on first call,4.0,False
-3624,2024-03-09 11:13:22,12700143199,3,Policy Changes,6,general,0,9.0,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-3625,2024-03-09 11:14:27,12992431724,2,Billing & Payments,4,billing,99,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-3626,2024-03-09 11:18:07,19230298932,2,Billing & Payments,3,billing,104,8.3,Ask about deductible,resolved,Resolved on first call,5.0,True
-3627,2024-03-09 11:20:11,17597214388,3,Policy Changes,5,general,0,4.4,Complaint about service,follow_up_needed,Payment processed successfully,4.0,False
-3628,2024-03-09 11:32:52,18685288037,0,Speak to Agent,6,general,4,7.5,Update payment method,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-3629,2024-03-09 11:33:39,13080122967,3,Policy Changes,5,general,78,4.4,General coverage question,follow_up_needed,Policy updated per customer request,5.0,False
-3630,2024-03-09 11:36:33,15572089350,3,Policy Changes,6,general,140,7.4,Remove vehicle from policy,transferred,Resolved on first call,3.0,False
-3631,2024-03-09 11:39:07,18293835784,3,Policy Changes,6,general,346,12.8,Inquire about premium increase,transferred,"Information provided, no action needed",4.0,False
-3632,2024-03-09 11:48:10,13793581585,4,New Quote,6,general,45,12.4,Cancel policy,resolved,Escalated to claims adjuster,2.0,True
-3633,2024-03-09 11:50:53,18031177623,4,New Quote,6,general,130,9.7,Claim status inquiry,resolved,Payment processed successfully,3.0,True
-3634,2024-03-09 11:53:13,12100686695,2,Billing & Payments,4,billing,0,7.0,Cancel policy,resolved,Callback scheduled for tomorrow,4.0,True
-3635,2024-03-09 12:05:05,17703602272,0,Speak to Agent,5,general,44,11.2,Report accident,follow_up_needed,Customer requested manager,4.0,False
-3636,2024-03-09 12:27:13,19873913298,0,Speak to Agent,6,general,202,9.4,Ask about deductible,resolved,Resolved on first call,3.0,True
-3637,2024-03-09 12:29:45,19715186652,0,Speak to Agent,5,general,73,0.9,Update payment method,resolved,Transferred to supervisor,3.0,True
-3638,2024-03-09 12:34:38,16263819837,3,Policy Changes,5,general,204,5.6,Update address,resolved,Customer requested manager,5.0,True
-3639,2024-03-09 12:35:27,17842412149,1,Claims,2,claims,129,0.0,Request payment plan,abandoned,Customer abandoned,,False
-3640,2024-03-09 12:41:16,16484322644,2,Billing & Payments,8,billing,189,3.1,Complaint about service,resolved,Customer disconnected before resolution,5.0,True
-3641,2024-03-09 12:49:21,15427358378,3,Policy Changes,6,general,0,7.2,Change coverage level,resolved,Payment processed successfully,4.0,True
-3642,2024-03-09 12:51:31,16178866826,3,Policy Changes,5,general,60,7.2,Claim status inquiry,resolved,Policy updated per customer request,3.0,True
-3643,2024-03-09 12:52:03,19166476187,1,Claims,2,claims,134,6.1,Ask about discounts,transferred,Resolved on first call,1.0,False
-3644,2024-03-11 07:14:17,14917088925,2,Billing & Payments,3,billing,134,0.5,Report accident,resolved,Payment processed successfully,2.0,True
-3645,2024-03-11 07:25:53,15947284737,4,New Quote,6,general,45,0.0,Report accident,abandoned,Customer abandoned,,False
-3646,2024-03-11 07:32:29,14008485633,1,Claims,1,claims,183,9.6,Reinstate lapsed policy,resolved,Customer disconnected before resolution,2.0,True
-3647,2024-03-11 07:39:46,12332775285,3,Policy Changes,6,general,64,10.8,Reinstate lapsed policy,resolved,"Information provided, no action needed",4.0,True
-3648,2024-03-11 07:52:20,16483661307,2,Billing & Payments,4,billing,188,5.9,Change coverage level,resolved,"Claim filed, reference number provided",5.0,True
-3649,2024-03-11 07:56:04,15199473835,3,Policy Changes,5,general,28,6.0,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-3650,2024-03-11 07:57:03,13482912358,4,New Quote,5,general,158,4.7,Request proof of insurance,transferred,"Claim filed, reference number provided",2.0,False
-3651,2024-03-11 08:17:35,17781244752,2,Billing & Payments,8,billing,127,6.0,Report accident,follow_up_needed,Payment processed successfully,3.0,False
-3652,2024-03-11 08:30:01,12070688354,3,Policy Changes,5,general,167,5.9,Reinstate lapsed policy,resolved,Customer disconnected before resolution,3.0,True
-3653,2024-03-11 08:36:39,15746170494,2,Billing & Payments,3,billing,144,0.0,Request payment plan,abandoned,Customer abandoned,,False
-3654,2024-03-11 08:55:27,16362935733,0,Speak to Agent,6,general,81,9.8,Ask about discounts,follow_up_needed,Policy updated per customer request,3.0,False
-3655,2024-03-11 09:00:20,18518899081,0,Speak to Agent,6,general,0,11.9,Reinstate lapsed policy,resolved,Payment processed successfully,3.0,True
-3656,2024-03-11 09:00:34,16435305785,1,Claims,2,claims,60,7.8,Cancel policy,resolved,Customer requested manager,4.0,True
-3657,2024-03-11 09:02:49,15822433260,3,Policy Changes,5,general,0,6.6,General coverage question,resolved,"Information provided, no action needed",2.0,True
-3658,2024-03-11 09:07:08,17084915730,1,Claims,7,claims,145,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-3659,2024-03-11 09:16:54,14991731045,1,Claims,1,claims,223,4.7,Request payment plan,follow_up_needed,Policy updated per customer request,2.0,False
-3660,2024-03-11 09:16:57,19480969659,3,Policy Changes,6,general,194,7.3,Ask about deductible,resolved,Escalated to claims adjuster,2.0,True
-3661,2024-03-11 09:19:24,16936254192,1,Claims,7,claims,0,0.0,Payment not processed,abandoned,Customer abandoned,,False
-3662,2024-03-11 09:23:04,18487038014,3,Policy Changes,6,general,103,15.1,Inquire about premium increase,follow_up_needed,Escalated to claims adjuster,5.0,False
-3663,2024-03-11 09:37:36,18224178172,1,Claims,2,claims,169,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-3664,2024-03-11 09:42:07,18056394524,0,Speak to Agent,5,general,5,3.9,Remove vehicle from policy,resolved,"Information provided, no action needed",4.0,True
-3665,2024-03-11 09:46:23,16251501299,0,Speak to Agent,6,general,110,10.1,Reinstate lapsed policy,resolved,Transferred to supervisor,4.0,True
-3666,2024-03-11 09:47:03,15075937257,3,Policy Changes,5,general,175,0.5,Remove vehicle from policy,follow_up_needed,Transferred to supervisor,3.0,False
-3667,2024-03-11 10:03:00,12270512015,1,Claims,2,claims,0,5.8,Request payment plan,resolved,Escalated to claims adjuster,3.0,True
-3668,2024-03-11 10:11:37,15281839519,2,Billing & Payments,8,billing,110,3.7,Request payment plan,follow_up_needed,Transferred to supervisor,3.0,False
-3669,2024-03-11 10:26:27,16080371222,2,Billing & Payments,8,billing,132,2.7,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",5.0,False
-3670,2024-03-11 10:35:39,18519511912,1,Claims,2,claims,83,12.0,Dispute claim denial,follow_up_needed,Resolved on first call,5.0,False
-3671,2024-03-11 10:44:42,18387979606,0,Speak to Agent,6,general,159,7.2,Remove vehicle from policy,resolved,Customer requested manager,2.0,True
-3672,2024-03-11 10:53:52,12048312000,0,Speak to Agent,5,general,243,10.8,Cancel policy,resolved,Escalated to claims adjuster,3.0,True
-3673,2024-03-11 10:54:42,17340852949,3,Policy Changes,6,general,0,7.2,Add driver to policy,resolved,Callback scheduled for tomorrow,3.0,True
-3674,2024-03-11 10:56:36,15818567838,2,Billing & Payments,4,billing,85,10.1,Request ID cards,resolved,Resolved on first call,3.0,True
-3675,2024-03-11 11:00:52,12695179113,1,Claims,2,claims,16,12.5,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-3676,2024-03-11 11:02:44,17724328382,4,New Quote,6,general,26,6.8,Reinstate lapsed policy,resolved,Resolved on first call,4.0,True
-3677,2024-03-11 11:03:58,12650952551,4,New Quote,5,general,70,4.5,Ask about deductible,follow_up_needed,"Information provided, no action needed",3.0,False
-3678,2024-03-11 11:14:03,12619108976,0,Speak to Agent,5,general,111,2.1,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,2.0,True
-3679,2024-03-11 11:20:43,17467319663,1,Claims,2,claims,194,2.6,Reinstate lapsed policy,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-3680,2024-03-11 11:38:21,18288045874,1,Claims,7,claims,72,7.2,Filing new auto claim,transferred,Resolved on first call,4.0,False
-3681,2024-03-11 11:41:59,19480321158,4,New Quote,5,general,285,3.8,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-3682,2024-03-11 11:51:52,17778988846,0,Speak to Agent,5,general,126,5.7,Inquire about premium increase,resolved,Escalated to claims adjuster,3.0,True
-3683,2024-03-11 12:23:57,16098388562,4,New Quote,6,general,182,8.8,Update payment method,follow_up_needed,"Information provided, no action needed",3.0,False
-3684,2024-03-11 12:27:47,13044941148,0,Speak to Agent,5,general,161,2.0,Ask about discounts,follow_up_needed,"Claim filed, reference number provided",3.0,False
-3685,2024-03-11 12:29:46,15719133806,4,New Quote,6,general,30,6.8,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-3686,2024-03-11 12:37:08,15843602590,2,Billing & Payments,8,billing,0,5.7,Filing new auto claim,follow_up_needed,Payment processed successfully,2.0,False
-3687,2024-03-11 13:12:43,17589562299,0,Speak to Agent,6,general,0,10.0,Add driver to policy,resolved,"Claim filed, reference number provided",4.0,True
-3688,2024-03-11 13:14:31,12096599044,2,Billing & Payments,4,billing,0,6.7,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-3689,2024-03-11 13:40:02,19795118072,4,New Quote,5,general,108,3.9,Dispute claim denial,resolved,Escalated to claims adjuster,3.0,True
-3690,2024-03-11 13:58:23,17496410923,3,Policy Changes,5,general,85,6.8,Filing new auto claim,resolved,"Information provided, no action needed",3.0,True
-3691,2024-03-11 14:00:27,19139785452,4,New Quote,5,general,91,4.5,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-3692,2024-03-11 14:05:57,12663433065,3,Policy Changes,6,general,163,12.4,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-3693,2024-03-11 14:08:58,12047024627,3,Policy Changes,5,general,75,3.6,Ask about deductible,resolved,Payment processed successfully,3.0,True
-3694,2024-03-11 14:09:50,13196899882,2,Billing & Payments,8,billing,159,6.0,Update payment method,transferred,Customer disconnected before resolution,4.0,False
-3695,2024-03-11 14:20:35,16577412172,4,New Quote,5,general,110,8.2,Change coverage level,resolved,Customer disconnected before resolution,5.0,True
-3696,2024-03-11 14:23:08,17170896056,0,Speak to Agent,6,general,175,11.1,Ask about discounts,resolved,"Claim filed, reference number provided",3.0,True
-3697,2024-03-11 14:31:26,19049674436,2,Billing & Payments,8,billing,75,9.5,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-3698,2024-03-11 14:42:22,15673624985,3,Policy Changes,6,general,187,8.8,Update payment method,transferred,Callback scheduled for tomorrow,2.0,False
-3699,2024-03-11 14:51:46,19618140314,1,Claims,7,claims,0,7.9,Update payment method,follow_up_needed,Policy updated per customer request,4.0,False
-3700,2024-03-11 15:02:11,12599651462,0,Speak to Agent,6,general,195,5.2,Change coverage level,transferred,Callback scheduled for tomorrow,4.0,False
-3701,2024-03-11 15:14:56,14459553239,0,Speak to Agent,6,general,96,3.9,Claim status inquiry,follow_up_needed,Resolved on first call,4.0,False
-3702,2024-03-11 15:17:02,12428299073,0,Speak to Agent,5,general,85,0.0,Report accident,abandoned,Customer abandoned,,False
-3703,2024-03-11 15:30:43,15683097351,2,Billing & Payments,8,billing,0,10.3,Complaint about service,resolved,Customer requested manager,4.0,True
-3704,2024-03-11 15:43:51,16418235023,4,New Quote,5,general,281,6.4,Payment not processed,transferred,"Claim filed, reference number provided",2.0,False
-3705,2024-03-11 16:01:41,16476908185,2,Billing & Payments,8,billing,180,2.0,Ask about discounts,follow_up_needed,"Information provided, no action needed",2.0,False
-3706,2024-03-11 16:11:13,19690228615,2,Billing & Payments,4,billing,94,8.7,Dispute claim denial,resolved,Policy updated per customer request,4.0,True
-3707,2024-03-11 16:12:33,17489034479,0,Speak to Agent,5,general,0,8.2,Dispute claim denial,transferred,Payment processed successfully,4.0,False
-3708,2024-03-11 16:13:11,16467734118,2,Billing & Payments,8,billing,142,5.9,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,3.0,True
-3709,2024-03-11 16:13:24,13680553176,1,Claims,2,claims,179,9.8,Payment not processed,resolved,Customer disconnected before resolution,4.0,True
-3710,2024-03-11 16:17:00,13357551751,2,Billing & Payments,3,billing,211,6.4,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-3711,2024-03-11 16:21:39,16943693673,1,Claims,1,claims,0,1.7,Update address,follow_up_needed,Policy updated per customer request,2.0,False
-3712,2024-03-11 16:24:34,18610277282,0,Speak to Agent,5,general,0,4.9,Claim status inquiry,resolved,Payment processed successfully,4.0,True
-3713,2024-03-11 16:32:30,17660338490,3,Policy Changes,5,general,136,5.9,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,4.0,True
-3714,2024-03-11 16:34:17,14728645628,2,Billing & Payments,8,billing,140,3.7,Add driver to policy,transferred,Policy updated per customer request,4.0,False
-3715,2024-03-11 16:36:43,15426875331,4,New Quote,5,general,13,6.0,Cancel policy,transferred,Escalated to claims adjuster,2.0,False
-3716,2024-03-11 16:38:45,19380908228,1,Claims,1,claims,140,7.0,Claim status inquiry,follow_up_needed,Policy updated per customer request,2.0,False
-3717,2024-03-11 16:39:15,12088432110,1,Claims,2,claims,4,3.6,Change coverage level,resolved,Escalated to claims adjuster,3.0,True
-3718,2024-03-11 17:05:05,14548749042,4,New Quote,6,general,304,6.6,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-3719,2024-03-11 17:45:49,15410418517,3,Policy Changes,5,general,216,2.0,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,3.0,True
-3720,2024-03-11 17:54:08,13720071998,3,Policy Changes,5,general,83,4.2,Report accident,follow_up_needed,"Claim filed, reference number provided",4.0,False
-3721,2024-03-11 18:04:25,16483196446,1,Claims,1,claims,62,7.4,Update address,resolved,Transferred to supervisor,4.0,True
-3722,2024-03-11 18:47:58,13531807217,2,Billing & Payments,3,billing,54,3.0,Request ID cards,resolved,Escalated to claims adjuster,2.0,True
-3723,2024-03-12 07:08:44,14966398230,4,New Quote,5,general,56,6.6,Update address,resolved,Transferred to supervisor,4.0,True
-3724,2024-03-12 07:09:15,13838121675,3,Policy Changes,6,general,97,9.3,Inquire about premium increase,resolved,Transferred to supervisor,3.0,True
-3725,2024-03-12 07:10:38,14137202658,2,Billing & Payments,3,billing,82,1.2,Ask about discounts,transferred,Resolved on first call,2.0,False
-3726,2024-03-12 07:13:08,13509238338,4,New Quote,6,general,129,7.7,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-3727,2024-03-12 07:21:42,16148763350,0,Speak to Agent,5,general,55,7.4,Inquire about premium increase,resolved,Escalated to claims adjuster,3.0,True
-3728,2024-03-12 07:43:49,14670798048,2,Billing & Payments,8,billing,160,7.5,Ask about deductible,transferred,Policy updated per customer request,2.0,False
-3729,2024-03-12 07:46:28,12103580030,4,New Quote,6,general,116,8.4,Request proof of insurance,resolved,Customer requested manager,5.0,True
-3730,2024-03-12 07:49:16,18878510630,0,Speak to Agent,6,general,134,0.0,Change coverage level,abandoned,Customer abandoned,,False
-3731,2024-03-12 08:00:37,18337718322,0,Speak to Agent,5,general,243,6.7,Filing new auto claim,resolved,Payment processed successfully,5.0,True
-3732,2024-03-12 08:12:12,12167452157,1,Claims,7,claims,114,10.0,Ask about discounts,resolved,"Information provided, no action needed",3.0,True
-3733,2024-03-12 08:29:03,17294576219,0,Speak to Agent,6,general,183,9.6,Inquire about premium increase,resolved,Customer requested manager,5.0,True
-3734,2024-03-12 08:50:50,12969149184,4,New Quote,5,general,114,3.7,Claim status inquiry,resolved,Callback scheduled for tomorrow,2.0,True
-3735,2024-03-12 09:01:51,12118936896,4,New Quote,5,general,195,9.3,Request proof of insurance,transferred,Customer disconnected before resolution,4.0,False
-3736,2024-03-12 09:12:26,19447535691,4,New Quote,5,general,70,4.8,Request proof of insurance,resolved,Escalated to claims adjuster,4.0,True
-3737,2024-03-12 09:16:29,14132542830,0,Speak to Agent,6,general,47,9.2,Payment not processed,resolved,Policy updated per customer request,5.0,True
-3738,2024-03-12 09:19:14,19057795077,1,Claims,7,claims,222,5.2,Ask about discounts,resolved,"Information provided, no action needed",3.0,True
-3739,2024-03-12 09:22:48,18171292250,3,Policy Changes,5,general,266,4.8,Inquire about premium increase,transferred,Transferred to supervisor,3.0,False
-3740,2024-03-12 09:35:49,15205145213,1,Claims,2,claims,29,9.1,Change coverage level,resolved,"Claim filed, reference number provided",4.0,True
-3741,2024-03-12 09:44:41,16710296251,3,Policy Changes,6,general,243,0.0,General coverage question,abandoned,Customer abandoned,,False
-3742,2024-03-12 09:50:50,16925388227,3,Policy Changes,5,general,259,4.1,Change coverage level,follow_up_needed,Transferred to supervisor,3.0,False
-3743,2024-03-12 10:02:58,15122747512,2,Billing & Payments,8,billing,199,5.7,Report accident,follow_up_needed,Transferred to supervisor,4.0,False
-3744,2024-03-12 10:07:23,18932832833,2,Billing & Payments,8,billing,199,4.7,General coverage question,transferred,"Claim filed, reference number provided",4.0,False
-3745,2024-03-12 10:14:19,17604960765,1,Claims,2,claims,158,11.4,Request ID cards,resolved,Resolved on first call,5.0,True
-3746,2024-03-12 10:25:28,13666959225,2,Billing & Payments,8,billing,231,2.8,Update payment method,follow_up_needed,Resolved on first call,2.0,False
-3747,2024-03-12 10:29:01,14029301162,0,Speak to Agent,6,general,143,7.2,Ask about discounts,resolved,Escalated to claims adjuster,4.0,True
-3748,2024-03-12 10:35:11,14359109610,2,Billing & Payments,3,billing,165,0.5,Complaint about service,resolved,Escalated to claims adjuster,5.0,True
-3749,2024-03-12 10:40:11,12233378653,4,New Quote,6,general,168,7.7,Cancel policy,resolved,"Information provided, no action needed",3.0,True
-3750,2024-03-12 10:45:06,17502537619,4,New Quote,6,general,106,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-3751,2024-03-12 10:50:51,12732859921,3,Policy Changes,5,general,98,1.1,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-3752,2024-03-12 10:52:36,15005497422,1,Claims,7,claims,0,4.5,Remove vehicle from policy,resolved,Payment processed successfully,3.0,True
-3753,2024-03-12 11:10:25,15165675446,0,Speak to Agent,5,general,75,4.4,Claim status inquiry,resolved,Resolved on first call,4.0,True
-3754,2024-03-12 11:16:34,17273966784,4,New Quote,5,general,0,1.9,General coverage question,resolved,Customer disconnected before resolution,3.0,True
-3755,2024-03-12 11:23:11,12269699544,3,Policy Changes,5,general,22,3.2,Ask about deductible,resolved,Policy updated per customer request,3.0,True
-3756,2024-03-12 11:34:44,14855301861,4,New Quote,6,general,177,12.2,Payment not processed,resolved,Resolved on first call,3.0,True
-3757,2024-03-12 11:36:18,12660807548,4,New Quote,5,general,22,7.9,General coverage question,resolved,Transferred to supervisor,2.0,True
-3758,2024-03-12 11:39:54,13368929917,1,Claims,1,claims,86,9.7,Update payment method,transferred,"Information provided, no action needed",3.0,False
-3759,2024-03-12 11:47:46,15091784805,2,Billing & Payments,4,billing,263,7.4,Request payment plan,follow_up_needed,Payment processed successfully,3.0,False
-3760,2024-03-12 11:51:15,12937255247,0,Speak to Agent,6,general,183,6.8,Change coverage level,transferred,Policy updated per customer request,4.0,False
-3761,2024-03-12 12:04:53,17965440162,1,Claims,2,claims,49,9.6,Request payment plan,transferred,Resolved on first call,3.0,False
-3762,2024-03-12 12:08:17,15367844220,4,New Quote,5,general,0,0.0,Complaint about service,abandoned,Customer abandoned,,False
-3763,2024-03-12 12:15:57,13954757306,1,Claims,7,claims,156,5.6,Add driver to policy,resolved,"Claim filed, reference number provided",4.0,True
-3764,2024-03-12 12:21:15,12835978571,4,New Quote,5,general,131,2.3,Claim status inquiry,resolved,Policy updated per customer request,5.0,True
-3765,2024-03-12 12:21:44,13660759108,4,New Quote,6,general,0,7.4,Payment not processed,resolved,Escalated to claims adjuster,4.0,True
-3766,2024-03-12 12:23:14,15416456453,0,Speak to Agent,6,general,101,9.4,Filing new auto claim,resolved,Resolved on first call,4.0,True
-3767,2024-03-12 12:27:23,14642790990,4,New Quote,5,general,96,4.0,Filing new auto claim,resolved,Callback scheduled for tomorrow,5.0,True
-3768,2024-03-12 12:45:15,18066235138,1,Claims,7,claims,268,6.7,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-3769,2024-03-12 13:20:18,15757439973,3,Policy Changes,5,general,183,5.8,Update address,follow_up_needed,Escalated to claims adjuster,2.0,False
-3770,2024-03-12 13:21:13,14991916286,1,Claims,7,claims,117,6.3,Request payment plan,resolved,Transferred to supervisor,4.0,True
-3771,2024-03-12 14:13:46,17995595745,1,Claims,2,claims,95,5.3,Add driver to policy,resolved,Payment processed successfully,5.0,True
-3772,2024-03-12 14:14:32,15074485027,0,Speak to Agent,5,general,169,6.9,Reinstate lapsed policy,follow_up_needed,"Information provided, no action needed",4.0,False
-3773,2024-03-12 14:25:29,12960893491,2,Billing & Payments,4,billing,213,5.6,Ask about deductible,resolved,Payment processed successfully,4.0,True
-3774,2024-03-12 14:28:23,17181000390,4,New Quote,5,general,83,5.7,General coverage question,transferred,Escalated to claims adjuster,3.0,False
-3775,2024-03-12 14:37:22,17397718854,4,New Quote,5,general,347,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-3776,2024-03-12 14:41:03,14526503928,3,Policy Changes,6,general,99,8.7,Request proof of insurance,resolved,Resolved on first call,3.0,True
-3777,2024-03-12 14:47:19,18988993879,4,New Quote,6,general,195,7.8,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-3778,2024-03-12 15:25:11,15525839008,4,New Quote,6,general,170,9.0,Update address,follow_up_needed,Resolved on first call,4.0,False
-3779,2024-03-12 15:44:50,19965793923,4,New Quote,6,general,146,18.0,Ask about deductible,transferred,Customer disconnected before resolution,5.0,False
-3780,2024-03-12 16:00:55,19038411859,0,Speak to Agent,6,general,212,7.3,Add driver to policy,follow_up_needed,Payment processed successfully,4.0,False
-3781,2024-03-12 16:07:11,13676586167,4,New Quote,5,general,226,4.9,Inquire about premium increase,resolved,"Claim filed, reference number provided",2.0,True
-3782,2024-03-12 16:07:32,18235392488,1,Claims,1,claims,28,3.7,Filing new auto claim,resolved,"Information provided, no action needed",5.0,True
-3783,2024-03-12 16:24:01,13724386606,0,Speak to Agent,6,general,127,12.3,Report accident,resolved,Escalated to claims adjuster,3.0,True
-3784,2024-03-12 16:34:53,13881516756,4,New Quote,5,general,186,6.6,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-3785,2024-03-12 16:37:02,16334473645,3,Policy Changes,5,general,35,5.5,Claim status inquiry,resolved,Escalated to claims adjuster,4.0,True
-3786,2024-03-12 16:45:38,16303487200,3,Policy Changes,6,general,0,10.3,Change coverage level,follow_up_needed,Policy updated per customer request,4.0,False
-3787,2024-03-12 17:05:30,19595401594,4,New Quote,5,general,145,3.0,Request proof of insurance,follow_up_needed,"Claim filed, reference number provided",2.0,False
-3788,2024-03-12 17:17:18,12060232285,2,Billing & Payments,8,billing,89,7.8,General coverage question,resolved,Customer disconnected before resolution,3.0,True
-3789,2024-03-12 17:18:20,16672439100,2,Billing & Payments,3,billing,220,2.9,Inquire about premium increase,resolved,Transferred to supervisor,5.0,True
-3790,2024-03-12 17:24:57,12144361248,2,Billing & Payments,8,billing,178,0.0,Request ID cards,abandoned,Customer abandoned,,False
-3791,2024-03-12 17:34:37,15869375958,1,Claims,2,claims,177,0.0,Change coverage level,abandoned,Customer abandoned,,False
-3792,2024-03-12 17:35:55,17046336412,0,Speak to Agent,6,general,174,4.5,Claim status inquiry,resolved,Callback scheduled for tomorrow,3.0,True
-3793,2024-03-12 17:43:54,19329297647,0,Speak to Agent,6,general,112,7.6,General coverage question,resolved,Resolved on first call,5.0,True
-3794,2024-03-12 17:55:02,19424983115,3,Policy Changes,6,general,80,9.2,Inquire about premium increase,resolved,Resolved on first call,3.0,True
-3795,2024-03-12 17:59:08,18318945243,2,Billing & Payments,4,billing,47,9.1,Report accident,follow_up_needed,Customer disconnected before resolution,4.0,False
-3796,2024-03-12 18:03:52,18200658287,3,Policy Changes,5,general,140,6.3,Request payment plan,resolved,"Claim filed, reference number provided",2.0,True
-3797,2024-03-12 18:05:07,14237295210,4,New Quote,6,general,130,8.8,Filing new auto claim,resolved,Resolved on first call,5.0,True
-3798,2024-03-12 18:07:25,17353021271,1,Claims,7,claims,18,7.0,Cancel policy,resolved,Callback scheduled for tomorrow,3.0,True
-3799,2024-03-12 18:16:19,15138605686,2,Billing & Payments,4,billing,45,5.5,Cancel policy,resolved,Customer disconnected before resolution,3.0,True
-3800,2024-03-12 18:37:22,16572817561,4,New Quote,6,general,182,6.2,Ask about deductible,resolved,Payment processed successfully,4.0,True
-3801,2024-03-12 18:43:40,19596017421,1,Claims,7,claims,266,3.4,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-3802,2024-03-13 07:01:25,12437160291,4,New Quote,6,general,90,10.8,General coverage question,resolved,Transferred to supervisor,5.0,True
-3803,2024-03-13 07:29:07,18717912429,3,Policy Changes,6,general,0,3.9,Claim status inquiry,resolved,Customer requested manager,2.0,True
-3804,2024-03-13 08:05:52,14801914949,4,New Quote,6,general,8,8.1,Payment not processed,transferred,Escalated to claims adjuster,3.0,False
-3805,2024-03-13 08:06:10,13453304794,1,Claims,7,claims,85,7.0,Report accident,follow_up_needed,Resolved on first call,4.0,False
-3806,2024-03-13 08:45:17,18350621283,3,Policy Changes,6,general,54,9.3,Update address,follow_up_needed,Resolved on first call,4.0,False
-3807,2024-03-13 08:46:20,18311232102,0,Speak to Agent,6,general,0,8.5,Remove vehicle from policy,follow_up_needed,Payment processed successfully,2.0,False
-3808,2024-03-13 09:18:48,16064521869,0,Speak to Agent,6,general,192,7.7,Change coverage level,transferred,Callback scheduled for tomorrow,4.0,False
-3809,2024-03-13 09:36:10,19714712691,1,Claims,1,claims,81,5.0,Complaint about service,follow_up_needed,Escalated to claims adjuster,2.0,False
-3810,2024-03-13 09:36:33,16134613710,4,New Quote,6,general,59,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-3811,2024-03-13 09:39:14,17317720293,0,Speak to Agent,5,general,0,2.5,Filing new auto claim,resolved,"Claim filed, reference number provided",4.0,True
-3812,2024-03-13 09:44:26,18114238477,0,Speak to Agent,6,general,158,7.0,Request proof of insurance,resolved,Customer requested manager,4.0,True
-3813,2024-03-13 09:45:05,16371474328,0,Speak to Agent,6,general,141,5.6,Request proof of insurance,transferred,Customer disconnected before resolution,2.0,False
-3814,2024-03-13 10:08:09,14128526280,3,Policy Changes,6,general,137,9.9,General coverage question,resolved,Customer disconnected before resolution,3.0,True
-3815,2024-03-13 10:11:12,14919941176,0,Speak to Agent,5,general,131,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-3816,2024-03-13 10:38:14,16212595540,0,Speak to Agent,5,general,116,5.5,Dispute claim denial,resolved,Customer disconnected before resolution,4.0,True
-3817,2024-03-13 10:43:05,16364919467,0,Speak to Agent,5,general,186,3.9,Update address,transferred,Transferred to supervisor,3.0,False
-3818,2024-03-13 10:47:05,14111250554,0,Speak to Agent,6,general,163,9.4,Claim status inquiry,resolved,Customer disconnected before resolution,5.0,True
-3819,2024-03-13 11:03:03,17931799015,1,Claims,2,claims,154,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-3820,2024-03-13 11:03:46,15045892842,2,Billing & Payments,8,billing,32,3.9,Update address,follow_up_needed,"Claim filed, reference number provided",3.0,False
-3821,2024-03-13 11:03:58,13965349423,0,Speak to Agent,6,general,86,11.0,Add driver to policy,resolved,Payment processed successfully,4.0,True
-3822,2024-03-13 11:06:47,18753805688,4,New Quote,6,general,0,9.4,Ask about deductible,resolved,Escalated to claims adjuster,5.0,True
-3823,2024-03-13 11:13:31,14630514979,0,Speak to Agent,5,general,158,6.4,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-3824,2024-03-13 11:20:53,13865343465,4,New Quote,5,general,61,5.5,Filing new auto claim,resolved,Customer requested manager,5.0,True
-3825,2024-03-13 11:25:17,18246682277,2,Billing & Payments,4,billing,0,4.6,Dispute claim denial,resolved,Payment processed successfully,2.0,True
-3826,2024-03-13 11:26:11,17114715741,0,Speak to Agent,5,general,157,8.9,Dispute claim denial,resolved,"Claim filed, reference number provided",5.0,True
-3827,2024-03-13 11:27:08,17748103647,1,Claims,1,claims,206,8.3,Cancel policy,follow_up_needed,Policy updated per customer request,4.0,False
-3828,2024-03-13 11:31:38,12004793976,3,Policy Changes,5,general,71,2.5,Ask about deductible,follow_up_needed,Transferred to supervisor,3.0,False
-3829,2024-03-13 11:32:43,19803934298,1,Claims,7,claims,204,4.6,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",3.0,False
-3830,2024-03-13 11:46:11,16291119042,1,Claims,1,claims,146,9.4,Claim status inquiry,resolved,"Information provided, no action needed",3.0,True
-3831,2024-03-13 11:49:19,14548009602,2,Billing & Payments,3,billing,109,6.1,Cancel policy,transferred,Escalated to claims adjuster,3.0,False
-3832,2024-03-13 11:54:23,12244048668,1,Claims,1,claims,211,7.4,Remove vehicle from policy,resolved,Transferred to supervisor,4.0,True
-3833,2024-03-13 11:59:46,14480368353,4,New Quote,5,general,0,5.7,Request ID cards,follow_up_needed,Customer disconnected before resolution,4.0,False
-3834,2024-03-13 12:12:03,18177600348,0,Speak to Agent,5,general,144,0.0,Request ID cards,abandoned,Customer abandoned,,False
-3835,2024-03-13 12:15:07,19698689313,2,Billing & Payments,4,billing,0,8.8,General coverage question,resolved,Callback scheduled for tomorrow,3.0,True
-3836,2024-03-13 12:38:24,14374265355,1,Claims,1,claims,66,7.1,Claim status inquiry,resolved,"Claim filed, reference number provided",4.0,True
-3837,2024-03-13 12:39:24,12530822430,0,Speak to Agent,5,general,76,9.8,Cancel policy,resolved,Policy updated per customer request,5.0,True
-3838,2024-03-13 13:07:30,18135782643,2,Billing & Payments,3,billing,233,3.7,Cancel policy,resolved,"Information provided, no action needed",5.0,True
-3839,2024-03-13 13:10:59,17416259624,2,Billing & Payments,3,billing,0,7.0,Ask about deductible,transferred,Customer requested manager,4.0,False
-3840,2024-03-13 13:52:27,19281670193,0,Speak to Agent,5,general,27,7.4,Request payment plan,resolved,Callback scheduled for tomorrow,3.0,True
-3841,2024-03-13 14:05:24,12058501245,4,New Quote,6,general,234,7.1,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-3842,2024-03-13 14:20:54,17713847110,3,Policy Changes,6,general,80,7.0,Change coverage level,transferred,"Information provided, no action needed",2.0,False
-3843,2024-03-13 14:25:58,19982095621,2,Billing & Payments,3,billing,0,5.0,Remove vehicle from policy,resolved,Policy updated per customer request,5.0,True
-3844,2024-03-13 14:44:21,17395099948,4,New Quote,6,general,254,8.4,Add driver to policy,resolved,Resolved on first call,3.0,True
-3845,2024-03-13 14:47:19,14118385935,1,Claims,7,claims,47,6.0,Ask about deductible,resolved,Payment processed successfully,4.0,True
-3846,2024-03-13 14:47:27,15699895608,1,Claims,1,claims,61,3.8,Request ID cards,follow_up_needed,Escalated to claims adjuster,2.0,False
-3847,2024-03-13 14:58:08,17937659519,1,Claims,7,claims,98,2.7,Inquire about premium increase,transferred,Customer requested manager,2.0,False
-3848,2024-03-13 15:06:07,18199494943,4,New Quote,6,general,175,6.3,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,1.0,False
-3849,2024-03-13 15:36:54,18587288543,0,Speak to Agent,5,general,134,2.5,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-3850,2024-03-13 15:42:42,16912165566,0,Speak to Agent,5,general,94,4.6,Update address,resolved,"Claim filed, reference number provided",5.0,True
-3851,2024-03-13 16:05:14,15235230777,0,Speak to Agent,5,general,56,6.3,Complaint about service,follow_up_needed,"Information provided, no action needed",2.0,False
-3852,2024-03-13 16:12:40,15110290035,2,Billing & Payments,8,billing,107,4.2,Request proof of insurance,resolved,Customer requested manager,3.0,True
-3853,2024-03-13 16:19:17,13604141769,1,Claims,7,claims,56,2.1,Filing new auto claim,transferred,Policy updated per customer request,2.0,False
-3854,2024-03-13 16:53:38,19217691263,0,Speak to Agent,6,general,32,9.0,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-3855,2024-03-13 16:59:50,13898764996,1,Claims,2,claims,39,7.9,Request payment plan,follow_up_needed,"Claim filed, reference number provided",4.0,False
-3856,2024-03-13 17:02:53,13423614932,1,Claims,1,claims,88,9.4,Request proof of insurance,follow_up_needed,Customer disconnected before resolution,5.0,False
-3857,2024-03-13 17:11:31,14924101213,1,Claims,1,claims,139,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-3858,2024-03-13 17:46:09,16542665109,1,Claims,1,claims,17,10.4,Update payment method,transferred,"Information provided, no action needed",1.0,False
-3859,2024-03-13 17:47:18,18055403126,2,Billing & Payments,4,billing,130,2.8,Request ID cards,resolved,Customer requested manager,4.0,True
-3860,2024-03-13 18:51:26,19612925533,4,New Quote,6,general,34,8.7,Report accident,follow_up_needed,Customer requested manager,4.0,False
-3861,2024-03-13 18:58:22,16713819733,3,Policy Changes,6,general,89,6.4,Reinstate lapsed policy,transferred,Customer disconnected before resolution,3.0,False
-3862,2024-03-14 07:00:14,12475762508,0,Speak to Agent,6,general,38,6.3,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-3863,2024-03-14 07:12:30,13775835442,0,Speak to Agent,5,general,63,5.8,Ask about deductible,transferred,Payment processed successfully,3.0,False
-3864,2024-03-14 07:13:40,19949686273,0,Speak to Agent,6,general,207,9.2,Remove vehicle from policy,resolved,"Information provided, no action needed",3.0,True
-3865,2024-03-14 07:15:03,18813471019,3,Policy Changes,5,general,125,4.2,General coverage question,resolved,Transferred to supervisor,2.0,True
-3866,2024-03-14 07:32:28,12369769490,4,New Quote,5,general,169,9.2,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-3867,2024-03-14 07:42:42,18974029163,0,Speak to Agent,6,general,171,4.3,Update payment method,resolved,Policy updated per customer request,4.0,True
-3868,2024-03-14 07:46:10,17400100276,2,Billing & Payments,8,billing,63,3.9,Ask about deductible,follow_up_needed,Customer disconnected before resolution,2.0,False
-3869,2024-03-14 07:56:40,15943553415,0,Speak to Agent,5,general,292,1.7,General coverage question,resolved,"Information provided, no action needed",5.0,True
-3870,2024-03-14 08:03:34,17859208323,3,Policy Changes,5,general,155,7.1,Ask about discounts,resolved,"Claim filed, reference number provided",3.0,True
-3871,2024-03-14 09:07:42,14163418280,4,New Quote,5,general,165,6.0,Request payment plan,resolved,Policy updated per customer request,5.0,True
-3872,2024-03-14 09:10:51,18775552507,0,Speak to Agent,5,general,176,4.8,Cancel policy,resolved,Transferred to supervisor,3.0,True
-3873,2024-03-14 09:13:16,15709690449,2,Billing & Payments,3,billing,167,6.8,General coverage question,resolved,"Information provided, no action needed",4.0,True
-3874,2024-03-14 09:36:32,14794130580,1,Claims,1,claims,217,6.8,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-3875,2024-03-14 09:44:31,15784354989,3,Policy Changes,5,general,142,5.0,Ask about deductible,resolved,Customer disconnected before resolution,5.0,True
-3876,2024-03-14 09:44:58,16796338491,4,New Quote,5,general,128,3.8,Reinstate lapsed policy,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-3877,2024-03-14 09:59:21,14660077286,0,Speak to Agent,5,general,311,6.0,Update address,resolved,Payment processed successfully,4.0,True
-3878,2024-03-14 09:59:43,13859141240,4,New Quote,6,general,103,9.5,Filing new auto claim,resolved,"Information provided, no action needed",3.0,True
-3879,2024-03-14 10:09:15,12115687766,0,Speak to Agent,6,general,153,4.3,Payment not processed,resolved,"Information provided, no action needed",3.0,True
-3880,2024-03-14 10:43:20,17240160374,3,Policy Changes,5,general,120,7.1,Complaint about service,follow_up_needed,Escalated to claims adjuster,3.0,False
-3881,2024-03-14 10:53:05,17080172296,3,Policy Changes,6,general,191,9.3,Request payment plan,follow_up_needed,"Claim filed, reference number provided",3.0,False
-3882,2024-03-14 10:56:41,14151835907,2,Billing & Payments,3,billing,84,7.1,Inquire about premium increase,transferred,Customer requested manager,3.0,False
-3883,2024-03-14 11:07:10,17422114269,3,Policy Changes,6,general,42,7.8,Update address,resolved,Resolved on first call,4.0,True
-3884,2024-03-14 11:08:43,17874513566,2,Billing & Payments,8,billing,162,7.5,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-3885,2024-03-14 11:10:52,18014787703,3,Policy Changes,5,general,27,6.2,Ask about deductible,resolved,Customer requested manager,5.0,True
-3886,2024-03-14 11:11:43,14401795569,0,Speak to Agent,5,general,0,10.3,Update payment method,resolved,Transferred to supervisor,4.0,True
-3887,2024-03-14 11:16:05,18488577971,3,Policy Changes,6,general,145,12.8,Ask about discounts,follow_up_needed,Policy updated per customer request,3.0,False
-3888,2024-03-14 11:25:18,19166199770,2,Billing & Payments,4,billing,207,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-3889,2024-03-14 11:30:20,13425481864,3,Policy Changes,6,general,170,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-3890,2024-03-14 11:34:23,12390916261,3,Policy Changes,6,general,79,12.4,Update address,resolved,Customer requested manager,5.0,True
-3891,2024-03-14 11:37:19,17214218167,1,Claims,1,claims,6,0.5,Payment not processed,resolved,Escalated to claims adjuster,5.0,True
-3892,2024-03-14 12:01:11,18619260012,0,Speak to Agent,5,general,142,8.3,Claim status inquiry,resolved,Payment processed successfully,5.0,True
-3893,2024-03-14 12:02:23,13744962580,0,Speak to Agent,6,general,77,11.7,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-3894,2024-03-14 12:22:03,15326606484,3,Policy Changes,6,general,80,6.8,Request ID cards,follow_up_needed,Payment processed successfully,3.0,False
-3895,2024-03-14 12:35:13,14370432522,1,Claims,7,claims,337,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-3896,2024-03-14 12:37:02,14086109723,0,Speak to Agent,5,general,98,4.0,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,4.0,True
-3897,2024-03-14 12:53:33,12916148920,4,New Quote,6,general,135,6.6,Update address,resolved,"Claim filed, reference number provided",3.0,True
-3898,2024-03-14 12:54:40,15899825304,0,Speak to Agent,6,general,153,10.6,Request ID cards,resolved,"Information provided, no action needed",3.0,True
-3899,2024-03-14 12:56:07,19630445465,0,Speak to Agent,5,general,61,5.2,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-3900,2024-03-14 14:09:29,17564529927,0,Speak to Agent,5,general,0,7.9,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-3901,2024-03-14 14:40:28,18602179124,0,Speak to Agent,6,general,183,8.7,Report accident,resolved,Customer requested manager,4.0,True
-3902,2024-03-14 14:48:37,15363442582,3,Policy Changes,5,general,94,5.3,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-3903,2024-03-14 14:53:38,12000206408,0,Speak to Agent,5,general,216,3.5,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-3904,2024-03-14 15:01:52,13515099994,1,Claims,7,claims,136,7.0,Cancel policy,resolved,Customer requested manager,4.0,True
-3905,2024-03-14 15:19:07,17295550906,3,Policy Changes,5,general,104,0.0,Request payment plan,abandoned,Customer abandoned,,False
-3906,2024-03-14 15:44:37,12026708054,4,New Quote,5,general,140,4.9,Cancel policy,resolved,Policy updated per customer request,4.0,True
-3907,2024-03-14 15:51:49,14906934926,0,Speak to Agent,6,general,0,10.2,Remove vehicle from policy,resolved,"Information provided, no action needed",1.0,True
-3908,2024-03-14 16:00:57,19675200681,0,Speak to Agent,5,general,41,6.7,Remove vehicle from policy,resolved,"Information provided, no action needed",3.0,True
-3909,2024-03-14 16:05:57,13213322620,4,New Quote,5,general,0,4.4,Ask about discounts,follow_up_needed,Customer disconnected before resolution,4.0,False
-3910,2024-03-14 16:07:53,18447420508,0,Speak to Agent,5,general,166,4.8,Dispute claim denial,resolved,Customer requested manager,3.0,True
-3911,2024-03-14 16:10:22,19979383198,1,Claims,2,claims,32,0.5,Request ID cards,transferred,Payment processed successfully,4.0,False
-3912,2024-03-14 16:23:15,17740980634,4,New Quote,5,general,187,6.2,Claim status inquiry,resolved,Customer disconnected before resolution,3.0,True
-3913,2024-03-14 16:38:44,15091535310,4,New Quote,6,general,72,4.5,Reinstate lapsed policy,resolved,Customer disconnected before resolution,3.0,True
-3914,2024-03-14 16:52:34,15953883396,1,Claims,1,claims,249,0.0,Complaint about service,abandoned,Customer abandoned,,False
-3915,2024-03-14 16:54:12,14804846682,1,Claims,7,claims,133,7.8,Claim status inquiry,resolved,"Information provided, no action needed",5.0,True
-3916,2024-03-14 16:55:26,17702348457,3,Policy Changes,6,general,140,7.3,Request ID cards,resolved,Resolved on first call,5.0,True
-3917,2024-03-14 17:08:18,12914917530,2,Billing & Payments,3,billing,111,8.8,Filing new auto claim,resolved,Policy updated per customer request,5.0,True
-3918,2024-03-14 17:16:22,18129825297,3,Policy Changes,5,general,176,2.0,Request payment plan,transferred,Escalated to claims adjuster,4.0,False
-3919,2024-03-14 17:26:04,19723251147,1,Claims,7,claims,145,6.0,Request ID cards,follow_up_needed,Resolved on first call,4.0,False
-3920,2024-03-14 17:27:16,15916116774,2,Billing & Payments,8,billing,107,10.4,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-3921,2024-03-14 17:44:27,13661615511,3,Policy Changes,6,general,6,11.2,Ask about deductible,transferred,Escalated to claims adjuster,2.0,False
-3922,2024-03-14 17:58:51,12433385074,4,New Quote,6,general,68,10.4,Filing new auto claim,transferred,"Claim filed, reference number provided",3.0,False
-3923,2024-03-14 18:04:03,15544557320,2,Billing & Payments,4,billing,241,4.5,Inquire about premium increase,transferred,Callback scheduled for tomorrow,3.0,False
-3924,2024-03-14 18:43:03,14827020556,3,Policy Changes,6,general,177,0.0,Report accident,abandoned,Customer abandoned,,False
-3925,2024-03-15 07:07:56,13971921269,1,Claims,2,claims,61,7.5,Update address,follow_up_needed,Payment processed successfully,3.0,False
-3926,2024-03-15 07:19:11,12531999453,4,New Quote,6,general,122,11.1,Update payment method,resolved,"Claim filed, reference number provided",5.0,True
-3927,2024-03-15 07:40:26,17545752244,4,New Quote,6,general,56,6.9,Update address,resolved,"Claim filed, reference number provided",3.0,True
-3928,2024-03-15 07:48:09,19882859511,4,New Quote,6,general,61,10.6,Request ID cards,resolved,Resolved on first call,3.0,True
-3929,2024-03-15 07:58:07,12544266872,4,New Quote,5,general,120,6.5,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,4.0,True
-3930,2024-03-15 07:58:17,17558014764,1,Claims,7,claims,229,1.8,Request payment plan,resolved,Resolved on first call,4.0,True
-3931,2024-03-15 08:20:40,15045348138,0,Speak to Agent,5,general,165,3.3,Report accident,resolved,"Claim filed, reference number provided",3.0,True
-3932,2024-03-15 08:24:55,12129690202,4,New Quote,5,general,87,1.8,Request payment plan,resolved,Customer requested manager,5.0,True
-3933,2024-03-15 08:31:48,16550939317,2,Billing & Payments,3,billing,0,3.5,General coverage question,resolved,Policy updated per customer request,5.0,True
-3934,2024-03-15 09:11:38,18510558714,2,Billing & Payments,3,billing,190,4.1,Ask about discounts,follow_up_needed,Customer requested manager,3.0,False
-3935,2024-03-15 09:23:11,18465645575,4,New Quote,5,general,129,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-3936,2024-03-15 09:45:04,17631759486,3,Policy Changes,6,general,8,10.6,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-3937,2024-03-15 09:55:02,13675766453,0,Speak to Agent,5,general,223,4.0,Change coverage level,follow_up_needed,Customer disconnected before resolution,3.0,False
-3938,2024-03-15 09:58:37,18731454808,3,Policy Changes,6,general,0,6.2,Change coverage level,resolved,Policy updated per customer request,5.0,True
-3939,2024-03-15 09:59:14,18593977756,3,Policy Changes,5,general,155,2.5,General coverage question,transferred,Escalated to claims adjuster,2.0,False
-3940,2024-03-15 10:07:18,17310085219,3,Policy Changes,5,general,0,2.7,Update address,resolved,Transferred to supervisor,4.0,True
-3941,2024-03-15 10:12:09,14501046422,4,New Quote,6,general,150,0.0,Update payment method,abandoned,Customer abandoned,,False
-3942,2024-03-15 10:12:28,13500869524,3,Policy Changes,5,general,210,8.9,Reinstate lapsed policy,resolved,Payment processed successfully,3.0,True
-3943,2024-03-15 10:13:12,13643981057,0,Speak to Agent,5,general,24,4.4,Ask about deductible,resolved,Customer requested manager,4.0,True
-3944,2024-03-15 10:27:35,19893786971,0,Speak to Agent,6,general,114,7.0,Dispute claim denial,follow_up_needed,Policy updated per customer request,4.0,False
-3945,2024-03-15 10:30:07,16045135497,1,Claims,1,claims,277,6.5,Claim status inquiry,resolved,Escalated to claims adjuster,4.0,True
-3946,2024-03-15 10:35:30,13709303446,3,Policy Changes,5,general,324,6.9,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-3947,2024-03-15 10:36:29,12555391986,3,Policy Changes,5,general,132,3.5,Remove vehicle from policy,resolved,Resolved on first call,5.0,True
-3948,2024-03-15 10:54:04,13972701516,0,Speak to Agent,6,general,102,10.0,Request proof of insurance,resolved,Customer disconnected before resolution,4.0,True
-3949,2024-03-15 11:03:37,18928317626,4,New Quote,6,general,36,5.3,Remove vehicle from policy,resolved,Transferred to supervisor,5.0,True
-3950,2024-03-15 11:17:18,15046460014,1,Claims,2,claims,201,4.9,Add driver to policy,transferred,Escalated to claims adjuster,5.0,False
-3951,2024-03-15 11:22:05,18206887972,2,Billing & Payments,3,billing,4,6.8,Claim status inquiry,transferred,"Information provided, no action needed",3.0,False
-3952,2024-03-15 11:24:15,18785490520,1,Claims,1,claims,381,4.5,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-3953,2024-03-15 11:25:50,13102991724,1,Claims,7,claims,177,4.5,Request proof of insurance,resolved,"Information provided, no action needed",3.0,True
-3954,2024-03-15 11:30:21,16399378558,2,Billing & Payments,4,billing,0,8.0,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,5.0,False
-3955,2024-03-15 11:49:58,17652923416,2,Billing & Payments,8,billing,108,2.8,Filing new auto claim,resolved,Policy updated per customer request,1.0,True
-3956,2024-03-15 11:58:44,14616368435,1,Claims,1,claims,209,7.5,Cancel policy,resolved,Transferred to supervisor,5.0,True
-3957,2024-03-15 12:35:37,12740106592,2,Billing & Payments,4,billing,199,5.9,Filing new auto claim,follow_up_needed,Transferred to supervisor,3.0,False
-3958,2024-03-15 12:51:52,14211663441,1,Claims,2,claims,118,6.9,Report accident,resolved,Callback scheduled for tomorrow,5.0,True
-3959,2024-03-15 12:52:38,13044638263,3,Policy Changes,6,general,259,8.6,Payment not processed,resolved,Customer requested manager,4.0,True
-3960,2024-03-15 12:59:57,19841039082,4,New Quote,5,general,80,5.1,Change coverage level,transferred,Transferred to supervisor,3.0,False
-3961,2024-03-15 13:11:41,17781203994,2,Billing & Payments,8,billing,52,0.6,Update payment method,transferred,Policy updated per customer request,3.0,False
-3962,2024-03-15 13:26:34,18960199755,3,Policy Changes,5,general,110,2.7,Ask about deductible,transferred,Customer requested manager,4.0,False
-3963,2024-03-15 14:05:58,19202800182,1,Claims,7,claims,146,5.2,Ask about deductible,resolved,Transferred to supervisor,3.0,True
-3964,2024-03-15 14:06:40,13348010471,2,Billing & Payments,4,billing,59,6.9,Report accident,resolved,Resolved on first call,3.0,True
-3965,2024-03-15 14:19:26,18605581658,0,Speak to Agent,6,general,83,0.0,Payment not processed,abandoned,Customer abandoned,,False
-3966,2024-03-15 14:39:56,14890510426,0,Speak to Agent,6,general,149,0.0,Cancel policy,abandoned,Customer abandoned,,False
-3967,2024-03-15 14:45:55,16770058304,2,Billing & Payments,4,billing,155,1.6,Dispute claim denial,transferred,Escalated to claims adjuster,2.0,False
-3968,2024-03-15 15:08:26,15200384172,1,Claims,7,claims,131,0.0,Update payment method,abandoned,Customer abandoned,,False
-3969,2024-03-15 15:14:46,19501395392,1,Claims,2,claims,67,4.9,Request payment plan,resolved,Transferred to supervisor,3.0,True
-3970,2024-03-15 15:48:49,12661595225,4,New Quote,5,general,195,6.3,Cancel policy,resolved,Callback scheduled for tomorrow,3.0,True
-3971,2024-03-15 16:05:26,14261377362,0,Speak to Agent,6,general,0,7.9,Dispute claim denial,resolved,Resolved on first call,4.0,True
-3972,2024-03-15 16:30:43,19718011250,1,Claims,7,claims,137,2.0,Complaint about service,follow_up_needed,Transferred to supervisor,4.0,False
-3973,2024-03-15 16:53:29,17870736481,4,New Quote,6,general,201,5.3,Inquire about premium increase,resolved,Payment processed successfully,3.0,True
-3974,2024-03-15 17:08:14,16413210410,0,Speak to Agent,5,general,192,5.1,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-3975,2024-03-15 17:11:21,15828906108,4,New Quote,6,general,100,7.0,Request ID cards,resolved,Transferred to supervisor,4.0,True
-3976,2024-03-15 17:20:01,17362918915,1,Claims,1,claims,105,9.4,Report accident,resolved,Callback scheduled for tomorrow,4.0,True
-3977,2024-03-15 17:25:24,18142081388,3,Policy Changes,5,general,56,6.8,Report accident,resolved,"Claim filed, reference number provided",5.0,True
-3978,2024-03-15 17:28:22,12249347071,1,Claims,1,claims,0,4.9,Claim status inquiry,resolved,Payment processed successfully,4.0,True
-3979,2024-03-15 17:53:03,15276977183,0,Speak to Agent,6,general,323,3.1,Payment not processed,resolved,Escalated to claims adjuster,5.0,True
-3980,2024-03-15 17:56:11,14376310009,0,Speak to Agent,5,general,56,2.5,Request ID cards,resolved,"Information provided, no action needed",5.0,True
-3981,2024-03-15 18:24:06,14276279816,0,Speak to Agent,5,general,132,4.6,Ask about deductible,follow_up_needed,Customer disconnected before resolution,3.0,False
-3982,2024-03-15 18:43:02,19310146390,2,Billing & Payments,8,billing,113,7.0,General coverage question,resolved,Transferred to supervisor,4.0,True
-3983,2024-03-15 18:46:43,14717251570,0,Speak to Agent,6,general,47,12.3,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-3984,2024-03-15 18:48:10,13456984582,3,Policy Changes,6,general,102,7.4,Request payment plan,follow_up_needed,Policy updated per customer request,4.0,False
-3985,2024-03-16 09:33:04,16887159462,1,Claims,1,claims,238,5.2,Claim status inquiry,resolved,Escalated to claims adjuster,4.0,True
-3986,2024-03-16 09:49:21,19952630483,3,Policy Changes,5,general,0,2.7,Remove vehicle from policy,resolved,Resolved on first call,5.0,True
-3987,2024-03-16 09:59:00,19036417830,4,New Quote,6,general,9,6.3,Reinstate lapsed policy,resolved,"Information provided, no action needed",1.0,True
-3988,2024-03-16 10:18:28,18040435691,3,Policy Changes,5,general,107,7.5,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-3989,2024-03-16 10:29:17,17320583235,4,New Quote,6,general,43,3.1,Update address,follow_up_needed,"Claim filed, reference number provided",3.0,False
-3990,2024-03-16 10:40:19,15800403773,3,Policy Changes,5,general,153,5.2,Remove vehicle from policy,resolved,Resolved on first call,4.0,True
-3991,2024-03-16 10:52:48,13189998697,4,New Quote,5,general,83,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-3992,2024-03-16 10:55:05,19902100818,4,New Quote,5,general,174,5.2,Dispute claim denial,follow_up_needed,Customer disconnected before resolution,4.0,False
-3993,2024-03-16 11:00:40,19366770215,1,Claims,2,claims,132,5.9,Inquire about premium increase,follow_up_needed,Escalated to claims adjuster,3.0,False
-3994,2024-03-16 11:13:09,15486216378,1,Claims,2,claims,192,5.1,Ask about deductible,resolved,"Information provided, no action needed",5.0,True
-3995,2024-03-16 11:14:45,12766836224,0,Speak to Agent,5,general,120,11.4,Payment not processed,follow_up_needed,Customer disconnected before resolution,2.0,False
-3996,2024-03-16 11:17:47,18640485760,0,Speak to Agent,5,general,109,5.7,Filing new auto claim,resolved,"Claim filed, reference number provided",4.0,True
-3997,2024-03-16 11:18:19,13271765318,3,Policy Changes,6,general,127,9.0,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,2.0,False
-3998,2024-03-16 11:26:27,14549319524,0,Speak to Agent,6,general,225,9.2,Inquire about premium increase,follow_up_needed,Customer requested manager,4.0,False
-3999,2024-03-16 11:36:27,13416849595,1,Claims,1,claims,166,5.1,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-4000,2024-03-16 11:39:59,15296838681,4,New Quote,5,general,119,7.3,Request ID cards,follow_up_needed,Transferred to supervisor,3.0,False
-4001,2024-03-16 11:56:43,14203793931,4,New Quote,6,general,186,13.7,Cancel policy,resolved,Customer disconnected before resolution,3.0,True
-4002,2024-03-16 11:59:30,15524928558,3,Policy Changes,5,general,140,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-4003,2024-03-16 12:02:00,14853760930,4,New Quote,6,general,113,5.4,Update payment method,resolved,"Information provided, no action needed",4.0,True
-4004,2024-03-16 12:02:00,15024997533,4,New Quote,6,general,130,10.0,Ask about discounts,resolved,Resolved on first call,4.0,True
-4005,2024-03-16 12:05:12,17022123707,3,Policy Changes,5,general,128,0.6,Filing new auto claim,follow_up_needed,Transferred to supervisor,4.0,False
-4006,2024-03-16 12:19:47,16770667114,4,New Quote,5,general,186,3.1,Request proof of insurance,follow_up_needed,Transferred to supervisor,2.0,False
-4007,2024-03-16 12:21:38,13899989537,3,Policy Changes,5,general,292,10.7,Request ID cards,resolved,Customer disconnected before resolution,3.0,True
-4008,2024-03-16 12:37:52,18800776998,3,Policy Changes,6,general,85,3.0,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-4009,2024-03-18 07:11:29,19441482646,0,Speak to Agent,5,general,178,2.2,Request ID cards,resolved,Customer disconnected before resolution,2.0,True
-4010,2024-03-18 07:25:06,13631864542,1,Claims,2,claims,119,5.2,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-4011,2024-03-18 07:38:26,15150051438,4,New Quote,5,general,250,7.5,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-4012,2024-03-18 07:56:35,16582518644,2,Billing & Payments,4,billing,0,0.0,Update address,abandoned,Customer abandoned,,False
-4013,2024-03-18 08:05:10,17559737697,2,Billing & Payments,3,billing,103,5.6,Request payment plan,resolved,Policy updated per customer request,3.0,True
-4014,2024-03-18 08:20:57,12970868875,1,Claims,7,claims,126,0.0,Payment not processed,abandoned,Customer abandoned,,False
-4015,2024-03-18 08:21:20,14534452652,4,New Quote,5,general,258,5.0,General coverage question,follow_up_needed,"Information provided, no action needed",4.0,False
-4016,2024-03-18 08:45:03,18409904615,2,Billing & Payments,3,billing,318,2.1,Complaint about service,resolved,Customer requested manager,4.0,True
-4017,2024-03-18 09:05:03,13672845547,1,Claims,1,claims,240,8.3,Filing new auto claim,resolved,Transferred to supervisor,5.0,True
-4018,2024-03-18 09:06:55,14000013509,3,Policy Changes,6,general,14,5.8,Request ID cards,resolved,"Information provided, no action needed",5.0,True
-4019,2024-03-18 09:16:07,12261011684,0,Speak to Agent,6,general,142,7.7,Ask about deductible,follow_up_needed,Resolved on first call,4.0,False
-4020,2024-03-18 09:21:35,14737688448,0,Speak to Agent,5,general,254,1.6,Filing new auto claim,follow_up_needed,Transferred to supervisor,4.0,False
-4021,2024-03-18 09:22:27,16524011553,0,Speak to Agent,5,general,72,1.4,Filing new auto claim,resolved,Callback scheduled for tomorrow,4.0,True
-4022,2024-03-18 09:23:59,15650361810,0,Speak to Agent,6,general,41,8.9,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-4023,2024-03-18 09:28:58,19540660122,2,Billing & Payments,3,billing,223,6.7,Ask about deductible,resolved,Customer requested manager,4.0,True
-4024,2024-03-18 09:31:09,14005098000,1,Claims,2,claims,51,7.7,Update address,resolved,Callback scheduled for tomorrow,4.0,True
-4025,2024-03-18 09:45:29,12030267286,3,Policy Changes,6,general,141,9.4,Claim status inquiry,resolved,Escalated to claims adjuster,3.0,True
-4026,2024-03-18 09:45:46,18957474364,1,Claims,7,claims,98,9.0,Request proof of insurance,resolved,Payment processed successfully,4.0,True
-4027,2024-03-18 09:52:10,18303259171,4,New Quote,5,general,183,3.0,Request payment plan,transferred,Transferred to supervisor,3.0,False
-4028,2024-03-18 10:16:47,18161013591,1,Claims,7,claims,0,8.2,Request proof of insurance,resolved,"Claim filed, reference number provided",3.0,True
-4029,2024-03-18 10:32:49,13931916850,0,Speak to Agent,6,general,237,3.4,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,5.0,False
-4030,2024-03-18 10:45:33,16563438665,3,Policy Changes,6,general,0,7.5,Payment not processed,follow_up_needed,"Claim filed, reference number provided",5.0,False
-4031,2024-03-18 10:54:07,17114002722,2,Billing & Payments,3,billing,58,5.8,Dispute claim denial,resolved,Resolved on first call,3.0,True
-4032,2024-03-18 10:57:51,15142364591,1,Claims,2,claims,88,8.6,Complaint about service,resolved,Customer disconnected before resolution,5.0,True
-4033,2024-03-18 11:03:34,16611411824,3,Policy Changes,5,general,166,6.1,Update address,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-4034,2024-03-18 11:10:41,15405297283,3,Policy Changes,5,general,66,0.8,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-4035,2024-03-18 11:10:47,13656745212,4,New Quote,5,general,54,5.5,Complaint about service,follow_up_needed,Payment processed successfully,4.0,False
-4036,2024-03-18 11:13:23,16318195053,4,New Quote,6,general,123,7.9,Remove vehicle from policy,follow_up_needed,Policy updated per customer request,3.0,False
-4037,2024-03-18 11:16:32,18440061947,1,Claims,7,claims,156,5.0,Payment not processed,resolved,Resolved on first call,3.0,True
-4038,2024-03-18 11:25:52,18350267634,2,Billing & Payments,3,billing,172,6.9,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-4039,2024-03-18 11:44:05,14989235663,4,New Quote,5,general,193,0.5,Change coverage level,follow_up_needed,"Information provided, no action needed",2.0,False
-4040,2024-03-18 11:44:50,18444118424,3,Policy Changes,6,general,94,6.4,General coverage question,resolved,Escalated to claims adjuster,2.0,True
-4041,2024-03-18 11:45:20,14530585588,0,Speak to Agent,6,general,0,9.0,Report accident,resolved,Customer disconnected before resolution,4.0,True
-4042,2024-03-18 11:49:37,12347955973,3,Policy Changes,6,general,273,10.2,Filing new auto claim,resolved,Payment processed successfully,5.0,True
-4043,2024-03-18 12:06:59,18234733207,3,Policy Changes,6,general,191,7.9,Inquire about premium increase,resolved,Resolved on first call,4.0,True
-4044,2024-03-18 12:28:12,12393401041,2,Billing & Payments,3,billing,28,4.3,Reinstate lapsed policy,resolved,Customer requested manager,3.0,True
-4045,2024-03-18 12:36:55,19780291596,3,Policy Changes,5,general,0,1.5,Request proof of insurance,transferred,Customer disconnected before resolution,4.0,False
-4046,2024-03-18 12:48:48,19623753565,4,New Quote,6,general,67,10.8,Request payment plan,resolved,Callback scheduled for tomorrow,3.0,True
-4047,2024-03-18 12:50:41,17853364112,3,Policy Changes,6,general,205,10.3,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,3.0,False
-4048,2024-03-18 13:15:13,12944586706,4,New Quote,6,general,71,7.7,Change coverage level,resolved,Resolved on first call,3.0,True
-4049,2024-03-18 13:44:43,13806890932,4,New Quote,6,general,162,10.4,Update payment method,follow_up_needed,Policy updated per customer request,3.0,False
-4050,2024-03-18 14:05:15,14006482075,3,Policy Changes,5,general,252,3.7,Request payment plan,resolved,Transferred to supervisor,4.0,True
-4051,2024-03-18 14:05:17,18164847407,4,New Quote,5,general,236,3.8,Request ID cards,resolved,Escalated to claims adjuster,3.0,True
-4052,2024-03-18 14:22:01,18992032742,1,Claims,2,claims,0,6.2,General coverage question,transferred,Policy updated per customer request,3.0,False
-4053,2024-03-18 14:24:37,14457711976,1,Claims,7,claims,118,10.3,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-4054,2024-03-18 14:31:22,19009774527,4,New Quote,5,general,122,8.0,Cancel policy,resolved,"Information provided, no action needed",4.0,True
-4055,2024-03-18 14:32:33,13207567115,2,Billing & Payments,8,billing,131,0.9,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-4056,2024-03-18 14:35:01,19580435283,2,Billing & Payments,8,billing,129,9.0,Update payment method,follow_up_needed,Policy updated per customer request,4.0,False
-4057,2024-03-18 14:36:43,12432340553,3,Policy Changes,6,general,187,6.3,Dispute claim denial,resolved,Escalated to claims adjuster,5.0,True
-4058,2024-03-18 14:59:16,15822212690,2,Billing & Payments,8,billing,107,3.2,Cancel policy,resolved,Transferred to supervisor,3.0,True
-4059,2024-03-18 15:34:31,13521987104,0,Speak to Agent,5,general,20,6.7,Dispute claim denial,follow_up_needed,"Information provided, no action needed",3.0,False
-4060,2024-03-18 15:38:30,17411568506,2,Billing & Payments,4,billing,187,3.4,Request proof of insurance,follow_up_needed,"Claim filed, reference number provided",3.0,False
-4061,2024-03-18 15:45:38,19020686651,0,Speak to Agent,6,general,137,3.9,Payment not processed,resolved,Payment processed successfully,4.0,True
-4062,2024-03-18 15:48:28,17365113801,2,Billing & Payments,8,billing,179,5.9,Ask about discounts,resolved,Customer requested manager,4.0,True
-4063,2024-03-18 15:59:08,17415212640,4,New Quote,5,general,271,3.3,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-4064,2024-03-18 16:02:30,18539207677,1,Claims,2,claims,131,7.8,Complaint about service,resolved,Resolved on first call,3.0,True
-4065,2024-03-18 16:28:28,16027948694,4,New Quote,5,general,189,5.7,Update payment method,resolved,Escalated to claims adjuster,4.0,True
-4066,2024-03-18 16:29:57,12575017074,4,New Quote,5,general,75,2.1,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-4067,2024-03-18 16:57:25,18380134936,2,Billing & Payments,3,billing,64,7.5,Dispute claim denial,transferred,Escalated to claims adjuster,4.0,False
-4068,2024-03-18 17:02:01,18186566967,1,Claims,2,claims,148,5.4,Update address,follow_up_needed,Customer disconnected before resolution,3.0,False
-4069,2024-03-18 17:21:21,12012992097,1,Claims,1,claims,28,5.3,Report accident,resolved,Customer requested manager,4.0,True
-4070,2024-03-18 17:21:51,19206166278,1,Claims,1,claims,64,4.6,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-4071,2024-03-18 17:22:30,16562441077,4,New Quote,5,general,55,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-4072,2024-03-18 17:32:56,13646732304,0,Speak to Agent,5,general,80,5.1,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-4073,2024-03-18 17:39:40,18500582518,0,Speak to Agent,5,general,222,4.0,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-4074,2024-03-18 18:04:15,14623915817,3,Policy Changes,6,general,252,9.3,Request proof of insurance,resolved,Payment processed successfully,4.0,True
-4075,2024-03-18 18:16:21,19969441399,0,Speak to Agent,5,general,82,5.2,Update payment method,follow_up_needed,Transferred to supervisor,3.0,False
-4076,2024-03-18 18:29:28,15791859697,2,Billing & Payments,3,billing,158,7.8,Dispute claim denial,resolved,Customer requested manager,4.0,True
-4077,2024-03-18 18:30:25,16236972718,0,Speak to Agent,5,general,107,3.0,Report accident,resolved,Resolved on first call,1.0,True
-4078,2024-03-18 18:31:32,18262861732,0,Speak to Agent,5,general,203,2.2,Cancel policy,resolved,Customer requested manager,3.0,True
-4079,2024-03-18 18:31:41,16428809261,3,Policy Changes,6,general,0,6.2,Report accident,resolved,Payment processed successfully,3.0,True
-4080,2024-03-18 18:49:36,12859771495,2,Billing & Payments,3,billing,81,5.7,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-4081,2024-03-18 18:53:58,17115964073,2,Billing & Payments,4,billing,0,7.2,General coverage question,follow_up_needed,Payment processed successfully,4.0,False
-4082,2024-03-18 18:57:27,14151893648,1,Claims,2,claims,258,7.4,Reinstate lapsed policy,resolved,Policy updated per customer request,3.0,True
-4083,2024-03-19 07:14:37,18517369215,1,Claims,2,claims,65,14.9,Remove vehicle from policy,follow_up_needed,"Information provided, no action needed",4.0,False
-4084,2024-03-19 07:38:06,19465679328,4,New Quote,6,general,161,6.6,Update address,resolved,Customer disconnected before resolution,5.0,True
-4085,2024-03-19 07:45:38,19201347668,2,Billing & Payments,8,billing,141,3.5,Claim status inquiry,transferred,Customer requested manager,2.0,False
-4086,2024-03-19 07:50:17,13706623407,3,Policy Changes,5,general,252,10.1,Claim status inquiry,resolved,Resolved on first call,3.0,True
-4087,2024-03-19 08:03:39,18690633370,3,Policy Changes,6,general,192,6.3,Update address,transferred,Customer disconnected before resolution,2.0,False
-4088,2024-03-19 08:16:48,13120101962,2,Billing & Payments,4,billing,51,4.9,Claim status inquiry,follow_up_needed,Escalated to claims adjuster,4.0,False
-4089,2024-03-19 08:22:39,12916028085,1,Claims,2,claims,265,11.9,General coverage question,resolved,"Claim filed, reference number provided",5.0,True
-4090,2024-03-19 08:26:36,14055642748,4,New Quote,5,general,234,3.1,Reinstate lapsed policy,resolved,Customer disconnected before resolution,3.0,True
-4091,2024-03-19 08:32:08,16165724082,2,Billing & Payments,8,billing,29,8.2,Payment not processed,resolved,Policy updated per customer request,4.0,True
-4092,2024-03-19 08:38:33,12500568926,1,Claims,2,claims,116,8.8,Complaint about service,follow_up_needed,Resolved on first call,3.0,False
-4093,2024-03-19 08:59:22,19932350758,3,Policy Changes,5,general,128,6.6,Change coverage level,resolved,Payment processed successfully,5.0,True
-4094,2024-03-19 09:17:49,16512417256,0,Speak to Agent,6,general,142,9.7,Inquire about premium increase,transferred,Customer disconnected before resolution,3.0,False
-4095,2024-03-19 09:30:32,14256191206,3,Policy Changes,6,general,45,7.0,Dispute claim denial,resolved,Escalated to claims adjuster,3.0,True
-4096,2024-03-19 09:53:05,14858956987,3,Policy Changes,5,general,76,6.2,Update payment method,resolved,Resolved on first call,3.0,True
-4097,2024-03-19 10:05:51,12003097743,0,Speak to Agent,5,general,213,0.0,Update payment method,abandoned,Customer abandoned,,False
-4098,2024-03-19 10:06:45,18773206705,0,Speak to Agent,5,general,31,6.5,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-4099,2024-03-19 10:24:42,14438824382,0,Speak to Agent,6,general,12,6.9,Request ID cards,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-4100,2024-03-19 10:25:46,19465043567,1,Claims,7,claims,189,5.2,Remove vehicle from policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-4101,2024-03-19 10:42:20,13418017530,4,New Quote,5,general,195,9.0,Change coverage level,transferred,Escalated to claims adjuster,2.0,False
-4102,2024-03-19 10:45:34,12594312806,2,Billing & Payments,3,billing,121,2.1,Ask about deductible,transferred,Escalated to claims adjuster,4.0,False
-4103,2024-03-19 10:50:23,17005754620,3,Policy Changes,5,general,422,5.7,Update payment method,follow_up_needed,Customer disconnected before resolution,3.0,False
-4104,2024-03-19 10:54:53,16291908380,2,Billing & Payments,3,billing,162,5.7,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-4105,2024-03-19 10:59:38,19891753855,1,Claims,7,claims,60,2.7,Claim status inquiry,resolved,"Claim filed, reference number provided",4.0,True
-4106,2024-03-19 11:06:01,15677312941,3,Policy Changes,5,general,83,1.2,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-4107,2024-03-19 11:06:21,15866864736,3,Policy Changes,6,general,91,8.7,Update payment method,resolved,Policy updated per customer request,5.0,True
-4108,2024-03-19 11:09:39,17920863850,0,Speak to Agent,6,general,133,9.2,Request proof of insurance,follow_up_needed,Policy updated per customer request,3.0,False
-4109,2024-03-19 11:14:05,16526603705,4,New Quote,6,general,20,12.4,Update payment method,resolved,Policy updated per customer request,3.0,True
-4110,2024-03-19 11:19:52,17175409588,2,Billing & Payments,8,billing,195,6.1,Inquire about premium increase,resolved,Transferred to supervisor,3.0,True
-4111,2024-03-19 11:23:53,16227525626,0,Speak to Agent,5,general,208,9.5,Reinstate lapsed policy,transferred,"Claim filed, reference number provided",3.0,False
-4112,2024-03-19 11:30:04,19294507787,3,Policy Changes,5,general,58,7.1,Complaint about service,resolved,Customer requested manager,2.0,True
-4113,2024-03-19 11:53:29,16528516450,3,Policy Changes,5,general,143,2.8,Change coverage level,transferred,Callback scheduled for tomorrow,3.0,False
-4114,2024-03-19 11:55:24,15566908651,4,New Quote,5,general,194,2.6,Inquire about premium increase,follow_up_needed,"Information provided, no action needed",3.0,False
-4115,2024-03-19 12:51:36,18089687339,2,Billing & Payments,4,billing,231,8.6,Filing new auto claim,follow_up_needed,"Information provided, no action needed",4.0,False
-4116,2024-03-19 12:56:11,16183300480,4,New Quote,5,general,0,5.9,Filing new auto claim,resolved,Callback scheduled for tomorrow,3.0,True
-4117,2024-03-19 13:11:13,17520069940,2,Billing & Payments,3,billing,126,5.7,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-4118,2024-03-19 13:11:15,13886943451,4,New Quote,6,general,57,6.3,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-4119,2024-03-19 13:29:06,12927255947,3,Policy Changes,5,general,0,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-4120,2024-03-19 14:12:21,19758520016,0,Speak to Agent,6,general,129,3.9,Change coverage level,resolved,Customer requested manager,5.0,True
-4121,2024-03-19 14:17:54,12131857604,3,Policy Changes,5,general,149,6.6,Ask about deductible,resolved,Customer requested manager,4.0,True
-4122,2024-03-19 14:25:44,12588448440,4,New Quote,5,general,52,2.7,Cancel policy,resolved,"Information provided, no action needed",3.0,True
-4123,2024-03-19 14:38:02,17706848911,3,Policy Changes,6,general,167,10.5,Filing new auto claim,follow_up_needed,Resolved on first call,4.0,False
-4124,2024-03-19 14:38:10,17102720913,4,New Quote,5,general,112,0.5,Filing new auto claim,resolved,Callback scheduled for tomorrow,4.0,True
-4125,2024-03-19 14:45:57,19228334752,1,Claims,1,claims,52,3.2,Update address,transferred,Transferred to supervisor,4.0,False
-4126,2024-03-19 15:08:05,13213043609,4,New Quote,6,general,145,8.9,Payment not processed,transferred,Transferred to supervisor,3.0,False
-4127,2024-03-19 15:11:43,15790850257,2,Billing & Payments,4,billing,55,6.1,Reinstate lapsed policy,resolved,Policy updated per customer request,3.0,True
-4128,2024-03-19 15:23:18,13755169021,4,New Quote,5,general,186,5.2,Dispute claim denial,follow_up_needed,Resolved on first call,4.0,False
-4129,2024-03-19 15:44:08,12251965694,2,Billing & Payments,8,billing,181,6.3,Update payment method,follow_up_needed,"Claim filed, reference number provided",2.0,False
-4130,2024-03-19 16:08:47,16268024060,3,Policy Changes,6,general,60,8.5,Update payment method,resolved,Resolved on first call,1.0,True
-4131,2024-03-19 16:09:01,13885417938,0,Speak to Agent,6,general,188,7.8,Request proof of insurance,follow_up_needed,"Information provided, no action needed",2.0,False
-4132,2024-03-19 16:13:33,18630037040,2,Billing & Payments,8,billing,91,4.3,Payment not processed,resolved,"Claim filed, reference number provided",5.0,True
-4133,2024-03-19 16:22:47,16983867802,2,Billing & Payments,4,billing,147,4.1,Reinstate lapsed policy,follow_up_needed,Transferred to supervisor,3.0,False
-4134,2024-03-19 16:27:03,15095709346,4,New Quote,5,general,86,0.5,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-4135,2024-03-19 16:30:20,13481136138,3,Policy Changes,6,general,103,9.5,Change coverage level,resolved,Transferred to supervisor,4.0,True
-4136,2024-03-19 16:44:06,13382143484,2,Billing & Payments,8,billing,230,2.0,Cancel policy,transferred,Escalated to claims adjuster,3.0,False
-4137,2024-03-19 16:50:09,14066231306,4,New Quote,5,general,78,6.1,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-4138,2024-03-19 16:59:21,15465922322,2,Billing & Payments,4,billing,285,3.1,Request payment plan,follow_up_needed,Escalated to claims adjuster,4.0,False
-4139,2024-03-19 17:08:39,18183662917,3,Policy Changes,5,general,220,11.3,Update address,resolved,Customer requested manager,4.0,True
-4140,2024-03-19 17:10:21,19563388668,4,New Quote,5,general,234,3.8,Add driver to policy,follow_up_needed,Customer disconnected before resolution,1.0,False
-4141,2024-03-19 17:14:06,12966892316,2,Billing & Payments,8,billing,139,0.0,Report accident,abandoned,Customer abandoned,,False
-4142,2024-03-19 17:29:03,17568362860,3,Policy Changes,5,general,59,7.4,Report accident,resolved,Customer disconnected before resolution,5.0,True
-4143,2024-03-19 17:34:36,14199453164,2,Billing & Payments,8,billing,39,2.8,Claim status inquiry,resolved,Escalated to claims adjuster,4.0,True
-4144,2024-03-19 17:38:46,18409898343,1,Claims,7,claims,125,6.5,Reinstate lapsed policy,follow_up_needed,"Information provided, no action needed",4.0,False
-4145,2024-03-19 17:44:21,16378318923,2,Billing & Payments,4,billing,62,5.3,Add driver to policy,resolved,"Claim filed, reference number provided",4.0,True
-4146,2024-03-19 17:46:41,16173450116,2,Billing & Payments,3,billing,308,5.7,Change coverage level,resolved,Customer disconnected before resolution,3.0,True
-4147,2024-03-19 17:56:21,16165777151,3,Policy Changes,5,general,81,4.2,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-4148,2024-03-19 17:57:51,18456462869,0,Speak to Agent,6,general,139,3.2,Ask about discounts,resolved,Transferred to supervisor,3.0,True
-4149,2024-03-19 18:20:17,14709452070,2,Billing & Payments,3,billing,64,4.1,Inquire about premium increase,resolved,Callback scheduled for tomorrow,5.0,True
-4150,2024-03-19 18:50:46,13422247058,0,Speak to Agent,6,general,161,9.8,General coverage question,resolved,Policy updated per customer request,4.0,True
-4151,2024-03-19 18:50:49,13481742017,1,Claims,2,claims,37,10.8,Claim status inquiry,resolved,Callback scheduled for tomorrow,3.0,True
-4152,2024-03-19 18:51:17,14344152553,1,Claims,2,claims,235,11.8,Change coverage level,resolved,Escalated to claims adjuster,5.0,True
-4153,2024-03-20 07:08:41,18606987428,4,New Quote,6,general,3,8.1,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-4154,2024-03-20 07:23:33,14323904516,2,Billing & Payments,4,billing,175,5.9,Complaint about service,follow_up_needed,"Information provided, no action needed",3.0,False
-4155,2024-03-20 07:51:24,14518309533,0,Speak to Agent,5,general,83,7.4,Request payment plan,resolved,Policy updated per customer request,3.0,True
-4156,2024-03-20 07:59:38,18947638267,0,Speak to Agent,6,general,0,3.7,Complaint about service,resolved,"Claim filed, reference number provided",5.0,True
-4157,2024-03-20 08:07:28,12565568847,1,Claims,7,claims,115,1.8,Change coverage level,transferred,Transferred to supervisor,4.0,False
-4158,2024-03-20 08:19:59,17088667187,0,Speak to Agent,5,general,194,5.6,Cancel policy,follow_up_needed,Transferred to supervisor,2.0,False
-4159,2024-03-20 08:28:56,15305439142,1,Claims,7,claims,73,4.4,Filing new auto claim,follow_up_needed,Escalated to claims adjuster,4.0,False
-4160,2024-03-20 08:34:25,16162828394,2,Billing & Payments,3,billing,0,8.4,Payment not processed,resolved,Customer disconnected before resolution,3.0,True
-4161,2024-03-20 08:48:30,19190656132,4,New Quote,6,general,130,7.1,Dispute claim denial,follow_up_needed,Payment processed successfully,3.0,False
-4162,2024-03-20 08:59:43,18576934488,1,Claims,1,claims,167,8.9,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-4163,2024-03-20 09:00:19,12397282483,4,New Quote,5,general,47,5.1,Claim status inquiry,resolved,Callback scheduled for tomorrow,2.0,True
-4164,2024-03-20 09:07:25,19228971520,0,Speak to Agent,6,general,212,4.2,Complaint about service,resolved,Policy updated per customer request,4.0,True
-4165,2024-03-20 09:38:06,19264982547,4,New Quote,5,general,232,5.1,Claim status inquiry,follow_up_needed,"Information provided, no action needed",3.0,False
-4166,2024-03-20 09:41:36,16709397172,3,Policy Changes,6,general,146,5.8,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-4167,2024-03-20 09:54:44,16633781339,0,Speak to Agent,6,general,30,0.0,Update address,abandoned,Customer abandoned,,False
-4168,2024-03-20 09:58:22,14922965137,1,Claims,7,claims,238,4.7,Request ID cards,resolved,Escalated to claims adjuster,5.0,True
-4169,2024-03-20 09:58:43,12986683117,1,Claims,7,claims,10,5.6,Update address,follow_up_needed,"Information provided, no action needed",2.0,False
-4170,2024-03-20 10:17:11,13198767069,1,Claims,2,claims,143,7.1,Claim status inquiry,follow_up_needed,Resolved on first call,2.0,False
-4171,2024-03-20 10:21:29,18619564487,2,Billing & Payments,8,billing,99,6.3,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,5.0,True
-4172,2024-03-20 10:26:13,12946477038,2,Billing & Payments,8,billing,166,9.1,Request ID cards,resolved,Customer disconnected before resolution,5.0,True
-4173,2024-03-20 10:29:45,17256098939,4,New Quote,5,general,7,7.0,Update payment method,resolved,Customer disconnected before resolution,3.0,True
-4174,2024-03-20 10:36:39,13060475774,2,Billing & Payments,8,billing,152,2.9,Reinstate lapsed policy,follow_up_needed,Customer disconnected before resolution,4.0,False
-4175,2024-03-20 10:41:42,13450836860,2,Billing & Payments,3,billing,175,3.1,Request proof of insurance,resolved,Escalated to claims adjuster,4.0,True
-4176,2024-03-20 10:42:43,19439437684,4,New Quote,6,general,260,0.0,Payment not processed,abandoned,Customer abandoned,,False
-4177,2024-03-20 10:46:19,14959627549,1,Claims,7,claims,134,0.0,Cancel policy,abandoned,Customer abandoned,,False
-4178,2024-03-20 10:46:21,15147724430,4,New Quote,6,general,70,4.9,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-4179,2024-03-20 11:03:56,18455706519,3,Policy Changes,6,general,168,4.4,Reinstate lapsed policy,follow_up_needed,Customer requested manager,3.0,False
-4180,2024-03-20 11:11:48,18731916551,4,New Quote,5,general,83,8.2,Inquire about premium increase,resolved,Customer disconnected before resolution,3.0,True
-4181,2024-03-20 11:19:22,15793611336,2,Billing & Payments,8,billing,67,4.4,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-4182,2024-03-20 11:21:46,14910845907,3,Policy Changes,5,general,269,1.0,Payment not processed,resolved,Callback scheduled for tomorrow,2.0,True
-4183,2024-03-20 11:24:02,19433976380,3,Policy Changes,5,general,158,4.0,Filing new auto claim,follow_up_needed,Customer requested manager,5.0,False
-4184,2024-03-20 11:44:31,18239334923,1,Claims,1,claims,86,3.2,Claim status inquiry,follow_up_needed,Escalated to claims adjuster,4.0,False
-4185,2024-03-20 11:49:14,14159352805,4,New Quote,5,general,87,2.9,Ask about discounts,resolved,Policy updated per customer request,3.0,True
-4186,2024-03-20 11:55:03,18619427533,2,Billing & Payments,4,billing,70,1.8,Update address,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-4187,2024-03-20 11:58:15,16122411670,0,Speak to Agent,5,general,113,1.7,Claim status inquiry,resolved,Transferred to supervisor,3.0,True
-4188,2024-03-20 11:59:12,15272546066,2,Billing & Payments,3,billing,100,0.0,Request ID cards,abandoned,Customer abandoned,,False
-4189,2024-03-20 12:29:07,13427405854,3,Policy Changes,6,general,133,8.2,Inquire about premium increase,follow_up_needed,Policy updated per customer request,4.0,False
-4190,2024-03-20 12:38:15,19226014565,2,Billing & Payments,8,billing,126,0.0,Payment not processed,abandoned,Customer abandoned,,False
-4191,2024-03-20 12:49:02,17267410704,4,New Quote,5,general,95,5.2,Claim status inquiry,resolved,Payment processed successfully,3.0,True
-4192,2024-03-20 13:04:36,18542299124,1,Claims,1,claims,245,5.7,Change coverage level,resolved,Customer requested manager,4.0,True
-4193,2024-03-20 13:18:27,17970254501,1,Claims,1,claims,0,3.4,Ask about deductible,resolved,"Claim filed, reference number provided",2.0,True
-4194,2024-03-20 13:26:32,19179022715,2,Billing & Payments,3,billing,185,3.4,Ask about deductible,resolved,Callback scheduled for tomorrow,3.0,True
-4195,2024-03-20 13:32:35,17897160742,0,Speak to Agent,5,general,197,4.4,Update address,follow_up_needed,Escalated to claims adjuster,2.0,False
-4196,2024-03-20 14:02:38,17083018660,2,Billing & Payments,3,billing,99,6.6,Ask about deductible,follow_up_needed,Escalated to claims adjuster,4.0,False
-4197,2024-03-20 14:04:08,16893544708,3,Policy Changes,6,general,217,6.1,Dispute claim denial,follow_up_needed,Payment processed successfully,1.0,False
-4198,2024-03-20 14:16:11,16646387248,2,Billing & Payments,8,billing,265,5.0,Ask about discounts,resolved,Resolved on first call,3.0,True
-4199,2024-03-20 14:16:23,16633814802,3,Policy Changes,5,general,135,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-4200,2024-03-20 14:22:32,18190382863,1,Claims,1,claims,0,9.1,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-4201,2024-03-20 14:23:31,14843232067,4,New Quote,5,general,130,4.4,Inquire about premium increase,follow_up_needed,Transferred to supervisor,4.0,False
-4202,2024-03-20 14:24:52,15805356931,3,Policy Changes,5,general,152,0.0,Request ID cards,abandoned,Customer abandoned,,False
-4203,2024-03-20 14:25:52,14450629124,0,Speak to Agent,5,general,218,3.7,Report accident,follow_up_needed,Payment processed successfully,3.0,False
-4204,2024-03-20 14:28:44,13585278291,3,Policy Changes,5,general,59,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-4205,2024-03-20 14:31:39,15994237963,2,Billing & Payments,4,billing,87,3.0,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-4206,2024-03-20 14:48:07,17406936157,3,Policy Changes,5,general,0,6.9,Report accident,resolved,Callback scheduled for tomorrow,4.0,True
-4207,2024-03-20 14:49:28,18659425957,3,Policy Changes,5,general,108,5.6,Request proof of insurance,transferred,Resolved on first call,2.0,False
-4208,2024-03-20 14:49:57,15803964347,2,Billing & Payments,8,billing,63,0.0,Change coverage level,abandoned,Customer abandoned,,False
-4209,2024-03-20 15:14:05,14887754946,1,Claims,7,claims,52,5.7,Update address,resolved,Resolved on first call,5.0,True
-4210,2024-03-20 15:23:22,12490730625,0,Speak to Agent,6,general,68,10.7,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,3.0,True
-4211,2024-03-20 15:24:00,12715391512,4,New Quote,6,general,45,10.4,Add driver to policy,resolved,Callback scheduled for tomorrow,3.0,True
-4212,2024-03-20 15:27:59,15668014972,4,New Quote,5,general,186,5.3,Payment not processed,resolved,Transferred to supervisor,5.0,True
-4213,2024-03-20 15:37:20,19758127630,4,New Quote,5,general,143,5.4,Add driver to policy,resolved,Payment processed successfully,3.0,True
-4214,2024-03-20 15:42:01,18077144417,2,Billing & Payments,4,billing,106,4.5,Add driver to policy,resolved,Payment processed successfully,4.0,True
-4215,2024-03-20 15:51:25,13837347756,0,Speak to Agent,5,general,216,10.0,Ask about deductible,resolved,Policy updated per customer request,3.0,True
-4216,2024-03-20 16:11:57,19997867371,2,Billing & Payments,4,billing,149,6.5,Payment not processed,resolved,Callback scheduled for tomorrow,3.0,True
-4217,2024-03-20 16:28:02,14434478163,4,New Quote,5,general,171,6.3,Report accident,resolved,"Information provided, no action needed",3.0,True
-4218,2024-03-20 16:32:07,17008111038,2,Billing & Payments,4,billing,131,8.0,Change coverage level,resolved,Policy updated per customer request,3.0,True
-4219,2024-03-20 16:35:45,14711886049,4,New Quote,5,general,73,3.9,Update address,resolved,Callback scheduled for tomorrow,5.0,True
-4220,2024-03-20 16:35:58,13732179028,0,Speak to Agent,6,general,119,4.3,Dispute claim denial,resolved,Customer requested manager,4.0,True
-4221,2024-03-20 16:41:53,17569771425,2,Billing & Payments,8,billing,62,1.4,Ask about deductible,resolved,Escalated to claims adjuster,3.0,True
-4222,2024-03-20 16:44:54,17509899212,4,New Quote,5,general,179,2.8,Payment not processed,transferred,Callback scheduled for tomorrow,4.0,False
-4223,2024-03-20 16:45:37,14326935033,2,Billing & Payments,4,billing,27,6.8,Remove vehicle from policy,resolved,Transferred to supervisor,4.0,True
-4224,2024-03-20 16:50:48,16940122856,4,New Quote,5,general,99,5.9,Request ID cards,follow_up_needed,"Claim filed, reference number provided",4.0,False
-4225,2024-03-20 17:07:25,13456134096,1,Claims,2,claims,204,6.0,Cancel policy,follow_up_needed,"Claim filed, reference number provided",2.0,False
-4226,2024-03-20 17:20:37,18593927644,0,Speak to Agent,5,general,121,3.7,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-4227,2024-03-20 17:31:23,15324981194,4,New Quote,6,general,227,12.1,Change coverage level,transferred,Payment processed successfully,2.0,False
-4228,2024-03-20 18:05:02,14844596153,3,Policy Changes,5,general,0,3.2,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-4229,2024-03-20 18:08:52,17146824406,4,New Quote,5,general,149,3.1,Request proof of insurance,transferred,Policy updated per customer request,5.0,False
-4230,2024-03-20 18:33:05,18909264388,0,Speak to Agent,5,general,318,3.7,Change coverage level,resolved,Customer requested manager,4.0,True
-4231,2024-03-20 18:36:04,19450865649,0,Speak to Agent,5,general,268,5.1,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-4232,2024-03-20 18:50:40,15000269036,4,New Quote,6,general,101,2.4,Update address,resolved,Customer disconnected before resolution,4.0,True
-4233,2024-03-20 18:59:40,14572881429,0,Speak to Agent,5,general,209,8.6,Request proof of insurance,transferred,Transferred to supervisor,2.0,False
-4234,2024-03-21 07:15:48,19338266245,0,Speak to Agent,5,general,60,8.8,Filing new auto claim,transferred,Resolved on first call,1.0,False
-4235,2024-03-21 07:18:22,13969352137,0,Speak to Agent,5,general,269,7.5,Inquire about premium increase,follow_up_needed,Resolved on first call,2.0,False
-4236,2024-03-21 07:40:05,14027139527,1,Claims,7,claims,102,1.8,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-4237,2024-03-21 08:07:40,17201711457,4,New Quote,5,general,176,1.0,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-4238,2024-03-21 08:18:49,15828888256,0,Speak to Agent,6,general,116,10.9,Request proof of insurance,follow_up_needed,"Information provided, no action needed",4.0,False
-4239,2024-03-21 08:19:35,17203005931,0,Speak to Agent,5,general,14,4.9,Request ID cards,resolved,Customer disconnected before resolution,5.0,True
-4240,2024-03-21 08:39:41,16193592373,3,Policy Changes,5,general,161,4.4,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-4241,2024-03-21 09:01:12,12076238879,0,Speak to Agent,5,general,180,6.6,General coverage question,resolved,Resolved on first call,4.0,True
-4242,2024-03-21 09:02:54,13056151652,1,Claims,2,claims,260,7.2,Request ID cards,resolved,Payment processed successfully,3.0,True
-4243,2024-03-21 09:03:31,18110328631,0,Speak to Agent,5,general,190,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-4244,2024-03-21 09:06:15,16489701628,3,Policy Changes,6,general,26,8.5,Request ID cards,transferred,Payment processed successfully,4.0,False
-4245,2024-03-21 09:07:15,19566782381,3,Policy Changes,6,general,33,12.8,Ask about deductible,follow_up_needed,Escalated to claims adjuster,4.0,False
-4246,2024-03-21 09:13:57,13293269301,4,New Quote,5,general,99,4.3,Request ID cards,resolved,Customer disconnected before resolution,3.0,True
-4247,2024-03-21 09:18:27,15201362150,0,Speak to Agent,5,general,48,0.0,Report accident,abandoned,Customer abandoned,,False
-4248,2024-03-21 09:21:56,19102125500,4,New Quote,5,general,203,12.8,General coverage question,resolved,Policy updated per customer request,2.0,True
-4249,2024-03-21 09:31:07,16522708573,0,Speak to Agent,6,general,148,9.0,Inquire about premium increase,transferred,Resolved on first call,2.0,False
-4250,2024-03-21 09:39:39,16037322222,1,Claims,7,claims,156,5.3,Payment not processed,resolved,Escalated to claims adjuster,2.0,True
-4251,2024-03-21 09:41:52,16676438983,1,Claims,1,claims,168,6.8,Ask about discounts,resolved,Callback scheduled for tomorrow,3.0,True
-4252,2024-03-21 09:47:44,17603198164,1,Claims,2,claims,13,11.2,Remove vehicle from policy,resolved,Transferred to supervisor,2.0,True
-4253,2024-03-21 09:58:36,15214970182,2,Billing & Payments,8,billing,208,6.4,Filing new auto claim,transferred,"Claim filed, reference number provided",3.0,False
-4254,2024-03-21 10:09:24,17669030029,3,Policy Changes,6,general,237,8.3,Add driver to policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-4255,2024-03-21 10:09:57,17970314681,0,Speak to Agent,6,general,177,6.6,Filing new auto claim,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-4256,2024-03-21 10:17:13,13609862135,2,Billing & Payments,8,billing,31,1.9,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-4257,2024-03-21 10:37:49,19061442251,4,New Quote,5,general,102,9.9,Filing new auto claim,resolved,Customer disconnected before resolution,5.0,True
-4258,2024-03-21 10:38:23,14056693392,3,Policy Changes,5,general,213,2.7,Ask about deductible,resolved,Customer requested manager,3.0,True
-4259,2024-03-21 10:43:08,12772182255,1,Claims,1,claims,132,5.0,Claim status inquiry,follow_up_needed,Payment processed successfully,4.0,False
-4260,2024-03-21 10:56:40,13644128622,1,Claims,2,claims,103,4.6,Remove vehicle from policy,resolved,Resolved on first call,3.0,True
-4261,2024-03-21 11:01:03,14931453286,0,Speak to Agent,6,general,50,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-4262,2024-03-21 11:02:27,17807330340,4,New Quote,6,general,106,8.7,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-4263,2024-03-21 11:12:19,14585039314,2,Billing & Payments,4,billing,192,2.6,Ask about discounts,resolved,Resolved on first call,4.0,True
-4264,2024-03-21 11:17:13,16916718395,4,New Quote,5,general,174,0.5,Claim status inquiry,resolved,Resolved on first call,4.0,True
-4265,2024-03-21 11:24:53,18859766989,4,New Quote,6,general,270,8.9,Request ID cards,resolved,Resolved on first call,3.0,True
-4266,2024-03-21 11:45:06,16185524928,1,Claims,2,claims,187,5.6,Complaint about service,follow_up_needed,"Claim filed, reference number provided",3.0,False
-4267,2024-03-21 11:47:50,12691889937,2,Billing & Payments,3,billing,4,9.1,Request proof of insurance,follow_up_needed,"Information provided, no action needed",3.0,False
-4268,2024-03-21 11:54:49,12448429125,0,Speak to Agent,6,general,97,12.0,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-4269,2024-03-21 12:04:27,16253873982,4,New Quote,5,general,176,8.1,Claim status inquiry,resolved,Callback scheduled for tomorrow,5.0,True
-4270,2024-03-21 12:06:12,19721765323,3,Policy Changes,6,general,92,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-4271,2024-03-21 12:11:51,18242853207,3,Policy Changes,5,general,116,3.5,Ask about discounts,transferred,Escalated to claims adjuster,2.0,False
-4272,2024-03-21 12:26:23,14097558354,1,Claims,2,claims,115,9.9,Add driver to policy,resolved,Callback scheduled for tomorrow,3.0,True
-4273,2024-03-21 13:12:26,16460005163,1,Claims,1,claims,83,6.1,Ask about deductible,transferred,Customer requested manager,2.0,False
-4274,2024-03-21 13:27:45,14370666898,0,Speak to Agent,5,general,191,0.7,Request payment plan,follow_up_needed,Transferred to supervisor,3.0,False
-4275,2024-03-21 13:56:37,13723826276,3,Policy Changes,6,general,0,9.2,Ask about discounts,resolved,Resolved on first call,5.0,True
-4276,2024-03-21 14:03:13,17848870952,0,Speak to Agent,6,general,89,10.2,Filing new auto claim,resolved,Payment processed successfully,3.0,True
-4277,2024-03-21 14:03:20,18148355704,2,Billing & Payments,8,billing,17,4.3,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-4278,2024-03-21 14:04:39,18619983915,2,Billing & Payments,3,billing,302,3.9,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-4279,2024-03-21 14:29:14,13559748908,0,Speak to Agent,6,general,193,9.2,Ask about discounts,resolved,Customer requested manager,5.0,True
-4280,2024-03-21 14:32:38,14499102497,3,Policy Changes,6,general,180,0.0,Request payment plan,abandoned,Customer abandoned,,False
-4281,2024-03-21 14:32:47,14458643854,0,Speak to Agent,5,general,86,4.7,Claim status inquiry,resolved,Customer disconnected before resolution,3.0,True
-4282,2024-03-21 14:43:33,13577208614,1,Claims,2,claims,190,8.5,Update address,resolved,Resolved on first call,4.0,True
-4283,2024-03-21 15:19:13,15115325499,3,Policy Changes,6,general,116,6.8,Update address,resolved,Customer disconnected before resolution,4.0,True
-4284,2024-03-21 15:31:01,19922684171,4,New Quote,5,general,156,2.2,General coverage question,follow_up_needed,"Claim filed, reference number provided",2.0,False
-4285,2024-03-21 15:31:37,15664065529,4,New Quote,5,general,79,4.8,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-4286,2024-03-21 15:48:00,17146594357,4,New Quote,6,general,156,6.4,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-4287,2024-03-21 16:08:08,16694359098,3,Policy Changes,6,general,279,7.5,General coverage question,resolved,Escalated to claims adjuster,4.0,True
-4288,2024-03-21 16:08:22,19437908137,1,Claims,2,claims,0,6.8,Inquire about premium increase,resolved,"Claim filed, reference number provided",3.0,True
-4289,2024-03-21 16:28:43,19163843907,3,Policy Changes,5,general,0,3.1,Report accident,follow_up_needed,"Claim filed, reference number provided",4.0,False
-4290,2024-03-21 16:30:07,15465733409,2,Billing & Payments,3,billing,220,5.5,Update address,follow_up_needed,Customer requested manager,4.0,False
-4291,2024-03-21 16:39:17,14408154642,3,Policy Changes,5,general,144,6.4,General coverage question,resolved,Payment processed successfully,4.0,True
-4292,2024-03-21 17:00:38,12141013609,0,Speak to Agent,5,general,25,7.3,Request payment plan,transferred,Transferred to supervisor,3.0,False
-4293,2024-03-21 17:13:19,13432245944,2,Billing & Payments,3,billing,154,4.6,Complaint about service,follow_up_needed,"Claim filed, reference number provided",3.0,False
-4294,2024-03-21 17:41:23,19837998498,0,Speak to Agent,6,general,62,10.3,Dispute claim denial,resolved,Resolved on first call,3.0,True
-4295,2024-03-21 17:44:54,16910188332,0,Speak to Agent,6,general,164,8.4,Claim status inquiry,resolved,"Claim filed, reference number provided",2.0,True
-4296,2024-03-21 18:00:25,15338286522,2,Billing & Payments,4,billing,41,11.2,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-4297,2024-03-21 18:02:21,18431752200,3,Policy Changes,6,general,221,13.8,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-4298,2024-03-21 18:16:56,15415509884,4,New Quote,5,general,224,3.6,Claim status inquiry,follow_up_needed,Policy updated per customer request,5.0,False
-4299,2024-03-21 18:28:42,14919755038,1,Claims,7,claims,0,7.7,Complaint about service,resolved,Customer disconnected before resolution,5.0,True
-4300,2024-03-21 18:48:05,13350574107,0,Speak to Agent,6,general,0,13.8,General coverage question,follow_up_needed,Resolved on first call,5.0,False
-4301,2024-03-21 18:53:39,16158024912,0,Speak to Agent,5,general,29,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-4302,2024-03-22 07:07:57,17884076250,4,New Quote,5,general,108,5.0,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-4303,2024-03-22 07:07:57,17597180786,2,Billing & Payments,8,billing,150,5.2,Update address,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-4304,2024-03-22 07:48:48,15319978142,2,Billing & Payments,8,billing,174,3.5,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-4305,2024-03-22 08:11:06,17598649027,2,Billing & Payments,3,billing,0,0.7,Update address,follow_up_needed,Escalated to claims adjuster,4.0,False
-4306,2024-03-22 08:28:53,19051874325,2,Billing & Payments,8,billing,135,3.2,Dispute claim denial,resolved,"Claim filed, reference number provided",3.0,True
-4307,2024-03-22 08:35:52,15529870776,0,Speak to Agent,6,general,186,7.7,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-4308,2024-03-22 08:42:56,17956679494,0,Speak to Agent,5,general,118,3.1,Ask about discounts,resolved,Resolved on first call,4.0,True
-4309,2024-03-22 08:54:07,16733303804,3,Policy Changes,6,general,97,3.6,Request ID cards,transferred,Escalated to claims adjuster,4.0,False
-4310,2024-03-22 09:02:32,12775851309,3,Policy Changes,6,general,113,7.7,Cancel policy,follow_up_needed,Customer requested manager,5.0,False
-4311,2024-03-22 09:16:47,15592839173,4,New Quote,6,general,167,12.1,Request proof of insurance,resolved,Customer disconnected before resolution,3.0,True
-4312,2024-03-22 09:19:07,13198466424,1,Claims,1,claims,102,9.2,Update payment method,resolved,Escalated to claims adjuster,4.0,True
-4313,2024-03-22 09:25:05,17574821734,1,Claims,1,claims,125,6.5,Ask about deductible,resolved,Payment processed successfully,4.0,True
-4314,2024-03-22 09:25:11,18710528747,0,Speak to Agent,5,general,171,4.0,Change coverage level,resolved,Customer requested manager,5.0,True
-4315,2024-03-22 09:30:18,15925479622,1,Claims,7,claims,72,8.1,Dispute claim denial,transferred,Policy updated per customer request,3.0,False
-4316,2024-03-22 09:48:34,19284319464,4,New Quote,5,general,37,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-4317,2024-03-22 10:23:55,12784371359,1,Claims,2,claims,25,7.2,Payment not processed,resolved,Policy updated per customer request,5.0,True
-4318,2024-03-22 10:34:35,13824368804,2,Billing & Payments,4,billing,223,11.3,Request ID cards,resolved,"Information provided, no action needed",3.0,True
-4319,2024-03-22 10:44:28,17554953762,2,Billing & Payments,4,billing,36,5.6,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-4320,2024-03-22 10:46:18,15570048609,0,Speak to Agent,5,general,0,3.8,Claim status inquiry,follow_up_needed,Resolved on first call,5.0,False
-4321,2024-03-22 10:46:27,19595459996,2,Billing & Payments,4,billing,327,8.3,Update payment method,resolved,Escalated to claims adjuster,3.0,True
-4322,2024-03-22 11:03:45,15067247455,0,Speak to Agent,5,general,247,7.6,Change coverage level,resolved,Escalated to claims adjuster,3.0,True
-4323,2024-03-22 11:11:54,17097151330,2,Billing & Payments,4,billing,171,7.7,Update payment method,follow_up_needed,Payment processed successfully,3.0,False
-4324,2024-03-22 11:31:40,18613380021,0,Speak to Agent,6,general,129,5.8,Claim status inquiry,resolved,Callback scheduled for tomorrow,3.0,True
-4325,2024-03-22 11:34:26,16642737248,1,Claims,7,claims,54,6.3,Add driver to policy,transferred,Transferred to supervisor,4.0,False
-4326,2024-03-22 11:38:13,18332068520,2,Billing & Payments,8,billing,212,8.6,Update address,resolved,"Claim filed, reference number provided",3.0,True
-4327,2024-03-22 11:54:20,14306853174,2,Billing & Payments,8,billing,112,4.4,Remove vehicle from policy,resolved,"Claim filed, reference number provided",3.0,True
-4328,2024-03-22 12:08:34,14258950793,4,New Quote,6,general,130,8.4,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-4329,2024-03-22 12:17:35,12364554644,1,Claims,7,claims,180,13.4,Cancel policy,follow_up_needed,"Information provided, no action needed",5.0,False
-4330,2024-03-22 12:24:10,18492898700,4,New Quote,6,general,120,5.7,General coverage question,resolved,Policy updated per customer request,5.0,True
-4331,2024-03-22 12:46:30,13336075446,3,Policy Changes,6,general,179,8.0,Update payment method,resolved,Transferred to supervisor,3.0,True
-4332,2024-03-22 13:02:43,13998416794,1,Claims,1,claims,129,3.7,Add driver to policy,resolved,Escalated to claims adjuster,2.0,True
-4333,2024-03-22 14:07:13,19191948649,1,Claims,2,claims,0,3.3,Request proof of insurance,transferred,Callback scheduled for tomorrow,4.0,False
-4334,2024-03-22 14:21:38,15463985720,0,Speak to Agent,6,general,81,0.0,Payment not processed,abandoned,Customer abandoned,,False
-4335,2024-03-22 14:33:27,19770422271,0,Speak to Agent,5,general,0,4.1,Inquire about premium increase,resolved,Customer disconnected before resolution,2.0,True
-4336,2024-03-22 15:02:40,15077410514,2,Billing & Payments,3,billing,179,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-4337,2024-03-22 15:04:06,16650886103,3,Policy Changes,6,general,127,7.5,Filing new auto claim,transferred,Callback scheduled for tomorrow,3.0,False
-4338,2024-03-22 15:04:50,16229491666,0,Speak to Agent,5,general,112,9.8,Remove vehicle from policy,follow_up_needed,Policy updated per customer request,3.0,False
-4339,2024-03-22 15:49:23,12911754527,1,Claims,7,claims,78,6.4,Cancel policy,resolved,Customer disconnected before resolution,5.0,True
-4340,2024-03-22 16:02:00,14287541128,1,Claims,1,claims,63,1.3,Claim status inquiry,follow_up_needed,"Information provided, no action needed",3.0,False
-4341,2024-03-22 16:09:06,12436979363,0,Speak to Agent,5,general,207,7.1,Request payment plan,resolved,Customer disconnected before resolution,2.0,True
-4342,2024-03-22 16:10:16,19140021105,0,Speak to Agent,6,general,85,10.0,Ask about deductible,transferred,"Information provided, no action needed",3.0,False
-4343,2024-03-22 16:24:31,12593746198,2,Billing & Payments,3,billing,67,9.5,Payment not processed,resolved,Customer disconnected before resolution,4.0,True
-4344,2024-03-22 16:39:31,12633056237,2,Billing & Payments,3,billing,157,5.8,Ask about discounts,follow_up_needed,Customer disconnected before resolution,2.0,False
-4345,2024-03-22 16:41:21,14156833686,4,New Quote,6,general,124,8.3,Report accident,resolved,Customer disconnected before resolution,3.0,True
-4346,2024-03-22 16:57:21,19897577910,3,Policy Changes,6,general,215,6.6,Filing new auto claim,resolved,Payment processed successfully,4.0,True
-4347,2024-03-22 17:45:18,16405266876,1,Claims,2,claims,133,11.9,Payment not processed,resolved,Escalated to claims adjuster,4.0,True
-4348,2024-03-22 18:02:51,17061472257,3,Policy Changes,5,general,60,1.2,Inquire about premium increase,resolved,Customer requested manager,5.0,True
-4349,2024-03-22 18:32:50,19404295522,1,Claims,2,claims,289,8.7,Ask about deductible,resolved,Resolved on first call,3.0,True
-4350,2024-03-22 18:34:09,18780622318,3,Policy Changes,5,general,192,8.5,Payment not processed,follow_up_needed,Customer requested manager,3.0,False
-4351,2024-03-22 18:41:40,12652043026,0,Speak to Agent,5,general,0,6.2,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-4352,2024-03-22 18:45:50,15983048555,3,Policy Changes,6,general,41,4.8,Update address,follow_up_needed,Resolved on first call,2.0,False
-4353,2024-03-22 18:48:40,17783221636,1,Claims,1,claims,64,3.2,Update address,transferred,Escalated to claims adjuster,2.0,False
-4354,2024-03-23 09:02:50,16200007454,3,Policy Changes,6,general,50,12.1,Request ID cards,resolved,Callback scheduled for tomorrow,3.0,True
-4355,2024-03-23 09:49:19,13407214752,2,Billing & Payments,8,billing,94,3.8,Request proof of insurance,follow_up_needed,"Claim filed, reference number provided",5.0,False
-4356,2024-03-23 09:59:14,15926005399,2,Billing & Payments,3,billing,311,3.8,Change coverage level,resolved,Customer requested manager,4.0,True
-4357,2024-03-23 10:10:53,19123180151,0,Speak to Agent,6,general,7,9.5,Update payment method,resolved,Customer requested manager,3.0,True
-4358,2024-03-23 10:11:56,16883299118,4,New Quote,5,general,146,5.9,General coverage question,resolved,Policy updated per customer request,5.0,True
-4359,2024-03-23 10:14:10,15968388445,2,Billing & Payments,8,billing,115,4.5,Ask about deductible,resolved,Customer requested manager,3.0,True
-4360,2024-03-23 10:17:45,17197190073,2,Billing & Payments,3,billing,0,4.2,Ask about deductible,resolved,Resolved on first call,4.0,True
-4361,2024-03-23 10:26:09,12681789162,0,Speak to Agent,6,general,0,8.0,Report accident,resolved,Customer disconnected before resolution,4.0,True
-4362,2024-03-23 10:33:02,15174651766,0,Speak to Agent,5,general,30,5.3,Change coverage level,resolved,Customer requested manager,4.0,True
-4363,2024-03-23 11:04:53,15764060170,0,Speak to Agent,6,general,113,9.6,Remove vehicle from policy,resolved,Escalated to claims adjuster,4.0,True
-4364,2024-03-23 11:05:14,18517022654,0,Speak to Agent,6,general,208,11.5,Ask about discounts,follow_up_needed,Customer requested manager,2.0,False
-4365,2024-03-23 11:08:34,14203238603,4,New Quote,5,general,283,5.2,Remove vehicle from policy,follow_up_needed,Payment processed successfully,3.0,False
-4366,2024-03-23 11:09:56,13493969741,1,Claims,1,claims,115,7.7,Filing new auto claim,resolved,Callback scheduled for tomorrow,3.0,True
-4367,2024-03-23 11:10:24,13514329821,4,New Quote,5,general,276,6.3,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-4368,2024-03-23 11:42:48,12333892708,2,Billing & Payments,8,billing,17,3.2,Change coverage level,resolved,Escalated to claims adjuster,3.0,True
-4369,2024-03-23 11:45:23,18200187395,1,Claims,2,claims,101,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-4370,2024-03-23 12:01:05,17484055875,1,Claims,2,claims,112,10.3,Payment not processed,resolved,Escalated to claims adjuster,4.0,True
-4371,2024-03-23 12:08:44,18826352387,4,New Quote,5,general,0,6.8,Filing new auto claim,transferred,Customer disconnected before resolution,2.0,False
-4372,2024-03-23 12:20:55,12351918224,3,Policy Changes,6,general,131,8.6,Update address,resolved,Callback scheduled for tomorrow,3.0,True
-4373,2024-03-23 12:37:34,16367681171,2,Billing & Payments,3,billing,45,6.9,Request payment plan,resolved,Escalated to claims adjuster,2.0,True
-4374,2024-03-25 07:04:49,15894285383,4,New Quote,6,general,206,6.8,Update payment method,resolved,Payment processed successfully,3.0,True
-4375,2024-03-25 07:09:15,15518008376,0,Speak to Agent,6,general,220,8.7,Add driver to policy,resolved,Resolved on first call,4.0,True
-4376,2024-03-25 07:26:51,16746069531,2,Billing & Payments,8,billing,123,7.3,Update payment method,transferred,Policy updated per customer request,3.0,False
-4377,2024-03-25 07:28:23,16325241969,2,Billing & Payments,3,billing,151,4.4,Claim status inquiry,resolved,Callback scheduled for tomorrow,3.0,True
-4378,2024-03-25 07:29:05,12958192423,1,Claims,7,claims,205,2.5,Update address,resolved,Policy updated per customer request,3.0,True
-4379,2024-03-25 07:36:35,18528969343,1,Claims,1,claims,340,7.1,Inquire about premium increase,resolved,Callback scheduled for tomorrow,5.0,True
-4380,2024-03-25 07:50:54,12939365919,4,New Quote,6,general,2,7.6,Add driver to policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-4381,2024-03-25 07:58:19,15037126502,4,New Quote,5,general,55,7.7,Update address,resolved,"Claim filed, reference number provided",4.0,True
-4382,2024-03-25 08:07:48,14121797782,1,Claims,2,claims,342,9.8,Request proof of insurance,resolved,Transferred to supervisor,5.0,True
-4383,2024-03-25 08:11:21,18964002174,2,Billing & Payments,4,billing,66,10.9,Update address,resolved,Callback scheduled for tomorrow,4.0,True
-4384,2024-03-25 08:23:57,15643570687,3,Policy Changes,5,general,88,2.8,Request ID cards,resolved,Customer disconnected before resolution,3.0,True
-4385,2024-03-25 08:29:11,18889313924,3,Policy Changes,6,general,50,7.2,General coverage question,transferred,Payment processed successfully,2.0,False
-4386,2024-03-25 08:41:55,12570959675,3,Policy Changes,6,general,193,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-4387,2024-03-25 09:05:13,18543307739,1,Claims,7,claims,73,4.1,Cancel policy,resolved,"Claim filed, reference number provided",3.0,True
-4388,2024-03-25 09:07:37,16573721809,0,Speak to Agent,5,general,37,1.0,Ask about discounts,transferred,Transferred to supervisor,2.0,False
-4389,2024-03-25 09:08:54,16319684101,3,Policy Changes,5,general,77,5.8,Update address,transferred,"Claim filed, reference number provided",2.0,False
-4390,2024-03-25 09:11:40,16584853021,2,Billing & Payments,3,billing,176,1.2,Payment not processed,resolved,Customer disconnected before resolution,3.0,True
-4391,2024-03-25 09:15:32,14537492818,1,Claims,1,claims,198,10.7,Ask about deductible,resolved,Payment processed successfully,2.0,True
-4392,2024-03-25 09:16:27,17934777206,0,Speak to Agent,6,general,7,9.3,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-4393,2024-03-25 09:23:24,12418826885,2,Billing & Payments,8,billing,201,5.9,Complaint about service,resolved,"Claim filed, reference number provided",3.0,True
-4394,2024-03-25 09:28:06,15328308290,3,Policy Changes,6,general,83,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-4395,2024-03-25 09:31:21,12564645135,3,Policy Changes,5,general,37,2.7,Reinstate lapsed policy,resolved,Policy updated per customer request,2.0,True
-4396,2024-03-25 09:32:31,16332733753,4,New Quote,6,general,51,7.5,Cancel policy,resolved,Customer disconnected before resolution,3.0,True
-4397,2024-03-25 09:35:00,19572689735,2,Billing & Payments,3,billing,264,6.4,Complaint about service,follow_up_needed,Escalated to claims adjuster,3.0,False
-4398,2024-03-25 09:37:14,16125903965,4,New Quote,6,general,180,10.4,Report accident,resolved,Resolved on first call,3.0,True
-4399,2024-03-25 09:43:26,17770038249,0,Speak to Agent,5,general,100,2.8,Inquire about premium increase,resolved,Payment processed successfully,4.0,True
-4400,2024-03-25 09:52:02,17149864863,3,Policy Changes,6,general,243,4.5,Update payment method,follow_up_needed,Escalated to claims adjuster,2.0,False
-4401,2024-03-25 10:01:14,13096380584,2,Billing & Payments,4,billing,232,3.7,Ask about deductible,follow_up_needed,Policy updated per customer request,3.0,False
-4402,2024-03-25 10:14:04,14192051415,4,New Quote,6,general,0,12.3,General coverage question,follow_up_needed,Policy updated per customer request,2.0,False
-4403,2024-03-25 10:18:01,14538929660,1,Claims,1,claims,0,10.9,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,4.0,True
-4404,2024-03-25 10:20:27,13597353437,3,Policy Changes,5,general,242,2.7,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-4405,2024-03-25 10:24:01,17415003008,0,Speak to Agent,6,general,35,5.9,Report accident,resolved,Policy updated per customer request,4.0,True
-4406,2024-03-25 10:30:35,19878676912,0,Speak to Agent,6,general,0,8.4,Complaint about service,follow_up_needed,Resolved on first call,4.0,False
-4407,2024-03-25 10:35:31,12316314654,0,Speak to Agent,5,general,111,5.5,Payment not processed,transferred,"Claim filed, reference number provided",3.0,False
-4408,2024-03-25 10:37:44,14026198004,2,Billing & Payments,4,billing,133,3.5,Ask about deductible,resolved,Payment processed successfully,2.0,True
-4409,2024-03-25 10:42:49,16791524407,4,New Quote,5,general,73,2.9,Dispute claim denial,follow_up_needed,Customer disconnected before resolution,3.0,False
-4410,2024-03-25 10:59:31,15523934147,1,Claims,1,claims,38,8.3,General coverage question,resolved,Callback scheduled for tomorrow,3.0,True
-4411,2024-03-25 11:00:42,18928305828,4,New Quote,6,general,317,7.8,Reinstate lapsed policy,resolved,Customer disconnected before resolution,5.0,True
-4412,2024-03-25 11:06:04,16470980734,3,Policy Changes,6,general,128,12.3,Change coverage level,resolved,"Claim filed, reference number provided",4.0,True
-4413,2024-03-25 11:13:06,15190057093,2,Billing & Payments,3,billing,164,9.4,Request ID cards,follow_up_needed,Escalated to claims adjuster,3.0,False
-4414,2024-03-25 11:16:01,14574951886,3,Policy Changes,6,general,78,7.4,Cancel policy,resolved,Transferred to supervisor,4.0,True
-4415,2024-03-25 11:19:07,16723255780,4,New Quote,5,general,133,7.6,Change coverage level,follow_up_needed,Customer requested manager,3.0,False
-4416,2024-03-25 11:21:35,15000105716,4,New Quote,6,general,100,13.3,Update payment method,follow_up_needed,Customer disconnected before resolution,4.0,False
-4417,2024-03-25 11:33:28,16977247723,3,Policy Changes,6,general,142,5.9,Filing new auto claim,resolved,"Information provided, no action needed",4.0,True
-4418,2024-03-25 11:33:58,19332023205,2,Billing & Payments,4,billing,204,9.0,General coverage question,follow_up_needed,"Information provided, no action needed",2.0,False
-4419,2024-03-25 11:35:12,16358021846,1,Claims,1,claims,83,9.0,Ask about deductible,transferred,"Information provided, no action needed",5.0,False
-4420,2024-03-25 11:39:15,15238080080,2,Billing & Payments,3,billing,0,7.2,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-4421,2024-03-25 11:50:25,15698985672,4,New Quote,6,general,111,7.5,Request payment plan,transferred,"Claim filed, reference number provided",1.0,False
-4422,2024-03-25 11:52:22,16774122589,0,Speak to Agent,6,general,171,7.0,Remove vehicle from policy,resolved,Policy updated per customer request,4.0,True
-4423,2024-03-25 11:53:54,12264313694,4,New Quote,5,general,138,9.1,Complaint about service,resolved,Payment processed successfully,3.0,True
-4424,2024-03-25 11:58:14,13242914321,0,Speak to Agent,5,general,179,9.1,Request proof of insurance,resolved,Resolved on first call,2.0,True
-4425,2024-03-25 11:59:35,13824970602,1,Claims,2,claims,219,8.6,Ask about deductible,follow_up_needed,Customer disconnected before resolution,4.0,False
-4426,2024-03-25 12:08:07,14601363974,1,Claims,7,claims,215,6.0,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-4427,2024-03-25 12:38:41,17461780621,2,Billing & Payments,4,billing,149,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-4428,2024-03-25 12:47:48,17057680696,3,Policy Changes,6,general,153,7.1,Inquire about premium increase,resolved,Payment processed successfully,4.0,True
-4429,2024-03-25 14:12:38,19677417455,1,Claims,2,claims,163,10.0,Request proof of insurance,resolved,Policy updated per customer request,3.0,True
-4430,2024-03-25 14:15:48,15610477560,4,New Quote,6,general,247,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-4431,2024-03-25 14:21:21,14096709603,0,Speak to Agent,6,general,120,12.5,Ask about deductible,follow_up_needed,Resolved on first call,3.0,False
-4432,2024-03-25 14:37:14,13452328052,0,Speak to Agent,6,general,161,10.2,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-4433,2024-03-25 14:37:35,16661928900,2,Billing & Payments,3,billing,29,6.3,Update payment method,resolved,Policy updated per customer request,3.0,True
-4434,2024-03-25 14:56:48,19593785314,4,New Quote,5,general,53,6.9,Update payment method,resolved,Customer disconnected before resolution,3.0,True
-4435,2024-03-25 15:02:10,12159801384,2,Billing & Payments,8,billing,74,1.9,Inquire about premium increase,follow_up_needed,Escalated to claims adjuster,4.0,False
-4436,2024-03-25 15:05:46,19383935892,1,Claims,2,claims,176,13.1,Change coverage level,follow_up_needed,Transferred to supervisor,3.0,False
-4437,2024-03-25 15:08:08,18866357416,0,Speak to Agent,6,general,365,8.7,Payment not processed,resolved,Escalated to claims adjuster,5.0,True
-4438,2024-03-25 15:15:19,16994030854,1,Claims,1,claims,114,8.7,Complaint about service,follow_up_needed,"Claim filed, reference number provided",2.0,False
-4439,2024-03-25 15:19:17,17759775953,3,Policy Changes,5,general,37,9.7,Ask about discounts,follow_up_needed,"Information provided, no action needed",3.0,False
-4440,2024-03-25 15:22:44,13149945190,4,New Quote,5,general,133,1.0,Change coverage level,transferred,Customer requested manager,3.0,False
-4441,2024-03-25 15:25:09,15985281910,1,Claims,2,claims,190,10.4,Add driver to policy,resolved,Policy updated per customer request,5.0,True
-4442,2024-03-25 15:29:50,16214185850,2,Billing & Payments,8,billing,0,5.9,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-4443,2024-03-25 15:30:32,19466073542,1,Claims,1,claims,136,6.5,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-4444,2024-03-25 15:39:03,16899130498,0,Speak to Agent,5,general,13,2.1,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-4445,2024-03-25 15:39:43,19383863239,3,Policy Changes,6,general,34,7.2,Request proof of insurance,resolved,Customer requested manager,4.0,True
-4446,2024-03-25 15:44:36,16047373175,0,Speak to Agent,5,general,177,7.3,Cancel policy,resolved,"Claim filed, reference number provided",3.0,True
-4447,2024-03-25 15:46:59,14046466039,4,New Quote,6,general,140,8.2,Request ID cards,transferred,Policy updated per customer request,3.0,False
-4448,2024-03-25 16:00:17,14042342489,3,Policy Changes,5,general,257,7.9,Report accident,follow_up_needed,Payment processed successfully,3.0,False
-4449,2024-03-25 16:02:45,16117772250,0,Speak to Agent,5,general,197,6.7,Request payment plan,follow_up_needed,Payment processed successfully,3.0,False
-4450,2024-03-25 16:09:43,17161865880,2,Billing & Payments,4,billing,0,5.0,Change coverage level,follow_up_needed,Customer requested manager,3.0,False
-4451,2024-03-25 16:11:42,13265046157,4,New Quote,6,general,80,5.2,Request proof of insurance,resolved,Policy updated per customer request,5.0,True
-4452,2024-03-25 16:40:22,16677171385,3,Policy Changes,6,general,209,1.5,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-4453,2024-03-25 16:43:54,14224592317,3,Policy Changes,6,general,120,8.0,Report accident,resolved,Customer requested manager,4.0,True
-4454,2024-03-25 16:48:14,19349574401,0,Speak to Agent,6,general,163,7.9,Payment not processed,resolved,Callback scheduled for tomorrow,4.0,True
-4455,2024-03-25 16:49:57,18797425519,1,Claims,2,claims,74,4.2,Request ID cards,follow_up_needed,Policy updated per customer request,5.0,False
-4456,2024-03-25 16:51:04,12789547165,3,Policy Changes,6,general,212,10.1,Ask about deductible,resolved,Customer disconnected before resolution,3.0,True
-4457,2024-03-25 17:00:25,13920920490,0,Speak to Agent,5,general,315,0.5,Report accident,resolved,Customer requested manager,5.0,True
-4458,2024-03-25 17:03:28,13797240898,2,Billing & Payments,3,billing,106,7.6,Update address,transferred,Callback scheduled for tomorrow,2.0,False
-4459,2024-03-25 17:11:40,14548886195,4,New Quote,5,general,156,0.0,Update address,abandoned,Customer abandoned,,False
-4460,2024-03-25 17:19:40,15361783990,1,Claims,7,claims,177,7.3,Add driver to policy,resolved,Customer requested manager,3.0,True
-4461,2024-03-25 17:22:43,17804998889,0,Speak to Agent,5,general,83,6.8,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,2.0,False
-4462,2024-03-25 17:34:29,15424131693,0,Speak to Agent,5,general,56,8.0,Report accident,resolved,Payment processed successfully,2.0,True
-4463,2024-03-25 17:42:57,17821262420,3,Policy Changes,5,general,105,3.4,Reinstate lapsed policy,resolved,Customer requested manager,5.0,True
-4464,2024-03-25 18:03:54,18207740524,1,Claims,1,claims,0,6.5,Request ID cards,follow_up_needed,Customer disconnected before resolution,3.0,False
-4465,2024-03-25 18:05:57,14544880757,3,Policy Changes,5,general,226,5.0,Change coverage level,resolved,Policy updated per customer request,5.0,True
-4466,2024-03-25 18:26:51,16206400305,2,Billing & Payments,4,billing,193,8.1,Complaint about service,resolved,"Claim filed, reference number provided",3.0,True
-4467,2024-03-25 18:45:10,19492207448,4,New Quote,6,general,150,10.5,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,5.0,True
-4468,2024-03-25 18:52:56,13505145007,3,Policy Changes,6,general,122,6.9,Update address,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-4469,2024-03-25 18:57:57,13643378882,4,New Quote,5,general,113,5.3,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,4.0,True
-4470,2024-03-26 07:10:15,15471515626,2,Billing & Payments,8,billing,91,5.1,Update address,resolved,Customer disconnected before resolution,5.0,True
-4471,2024-03-26 07:38:57,14730782985,2,Billing & Payments,8,billing,181,8.6,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-4472,2024-03-26 08:35:05,19372964548,2,Billing & Payments,8,billing,29,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-4473,2024-03-26 08:44:23,19066951152,1,Claims,1,claims,89,7.8,Update payment method,resolved,Resolved on first call,3.0,True
-4474,2024-03-26 09:06:28,17417156946,1,Claims,7,claims,251,6.5,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-4475,2024-03-26 09:15:00,14337344583,4,New Quote,5,general,94,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-4476,2024-03-26 09:25:45,14251867594,1,Claims,2,claims,23,6.2,Payment not processed,follow_up_needed,Customer requested manager,4.0,False
-4477,2024-03-26 09:27:12,15449975624,3,Policy Changes,6,general,224,8.4,Request proof of insurance,resolved,Callback scheduled for tomorrow,3.0,True
-4478,2024-03-26 09:29:44,18564963641,2,Billing & Payments,8,billing,204,3.6,Ask about discounts,follow_up_needed,Payment processed successfully,5.0,False
-4479,2024-03-26 09:29:58,15248976954,4,New Quote,5,general,18,6.4,Change coverage level,resolved,Callback scheduled for tomorrow,3.0,True
-4480,2024-03-26 09:34:57,12095398492,0,Speak to Agent,6,general,89,5.1,Dispute claim denial,resolved,Escalated to claims adjuster,5.0,True
-4481,2024-03-26 09:39:50,19548898282,4,New Quote,6,general,166,6.9,Inquire about premium increase,follow_up_needed,Payment processed successfully,2.0,False
-4482,2024-03-26 09:40:22,17804178755,1,Claims,1,claims,117,4.0,Ask about deductible,resolved,"Information provided, no action needed",3.0,True
-4483,2024-03-26 10:04:18,15639456874,1,Claims,2,claims,140,6.4,Cancel policy,follow_up_needed,Transferred to supervisor,5.0,False
-4484,2024-03-26 10:16:21,16444824190,2,Billing & Payments,4,billing,0,9.4,Filing new auto claim,resolved,Customer disconnected before resolution,5.0,True
-4485,2024-03-26 10:16:26,12177779861,1,Claims,2,claims,222,8.7,Ask about deductible,resolved,Customer requested manager,4.0,True
-4486,2024-03-26 10:19:23,15922005324,1,Claims,2,claims,248,8.1,Report accident,resolved,Resolved on first call,3.0,True
-4487,2024-03-26 10:22:12,13528594732,4,New Quote,6,general,197,5.9,Report accident,transferred,Escalated to claims adjuster,4.0,False
-4488,2024-03-26 10:35:57,13330888981,1,Claims,7,claims,198,1.1,Change coverage level,resolved,Customer requested manager,5.0,True
-4489,2024-03-26 10:43:18,16683068141,0,Speak to Agent,6,general,255,8.2,Add driver to policy,transferred,Resolved on first call,3.0,False
-4490,2024-03-26 10:48:28,12382348537,4,New Quote,5,general,128,3.8,Ask about discounts,resolved,"Information provided, no action needed",5.0,True
-4491,2024-03-26 10:49:51,18374871374,3,Policy Changes,5,general,174,7.6,Claim status inquiry,transferred,Customer requested manager,5.0,False
-4492,2024-03-26 11:04:51,19795774415,1,Claims,7,claims,122,8.5,Update address,resolved,Resolved on first call,4.0,True
-4493,2024-03-26 11:23:26,13527567815,0,Speak to Agent,5,general,90,5.8,Update payment method,resolved,Policy updated per customer request,2.0,True
-4494,2024-03-26 11:23:57,13855622399,3,Policy Changes,6,general,183,8.1,Report accident,resolved,"Claim filed, reference number provided",5.0,True
-4495,2024-03-26 11:27:59,18454556747,1,Claims,7,claims,96,6.6,Ask about discounts,follow_up_needed,Escalated to claims adjuster,2.0,False
-4496,2024-03-26 11:29:10,15455277205,4,New Quote,6,general,161,5.9,Update address,transferred,"Information provided, no action needed",4.0,False
-4497,2024-03-26 11:34:19,16328209666,2,Billing & Payments,8,billing,70,5.8,Claim status inquiry,resolved,Customer disconnected before resolution,3.0,True
-4498,2024-03-26 11:36:03,18296706196,1,Claims,7,claims,78,7.4,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",3.0,False
-4499,2024-03-26 11:45:04,14821949227,3,Policy Changes,5,general,74,2.9,Add driver to policy,resolved,Callback scheduled for tomorrow,2.0,True
-4500,2024-03-26 11:55:56,18275866807,4,New Quote,6,general,119,11.3,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-4501,2024-03-26 11:58:30,18947921841,2,Billing & Payments,4,billing,0,2.9,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-4502,2024-03-26 12:00:26,13746641886,4,New Quote,5,general,70,6.7,Payment not processed,transferred,Escalated to claims adjuster,3.0,False
-4503,2024-03-26 12:19:21,14173700379,3,Policy Changes,5,general,169,9.2,General coverage question,follow_up_needed,Resolved on first call,2.0,False
-4504,2024-03-26 12:26:26,12422369953,4,New Quote,6,general,388,14.6,Payment not processed,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-4505,2024-03-26 12:26:41,19936909493,2,Billing & Payments,3,billing,17,3.7,Report accident,transferred,Customer requested manager,4.0,False
-4506,2024-03-26 12:39:29,13276144466,3,Policy Changes,5,general,0,5.3,Filing new auto claim,follow_up_needed,Resolved on first call,4.0,False
-4507,2024-03-26 12:40:28,16767350488,2,Billing & Payments,8,billing,126,7.5,Reinstate lapsed policy,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-4508,2024-03-26 12:50:32,17550425540,3,Policy Changes,5,general,209,3.1,Report accident,transferred,Payment processed successfully,3.0,False
-4509,2024-03-26 13:08:26,16913268797,4,New Quote,5,general,80,11.6,Ask about discounts,transferred,Policy updated per customer request,3.0,False
-4510,2024-03-26 13:20:10,18456074293,0,Speak to Agent,6,general,90,4.9,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,4.0,False
-4511,2024-03-26 13:52:44,12272041731,4,New Quote,5,general,190,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-4512,2024-03-26 14:09:08,14532971397,2,Billing & Payments,3,billing,129,2.7,Claim status inquiry,follow_up_needed,Customer requested manager,4.0,False
-4513,2024-03-26 14:22:18,18653805267,1,Claims,1,claims,250,9.2,Update payment method,resolved,Customer disconnected before resolution,2.0,True
-4514,2024-03-26 14:39:15,13243104225,1,Claims,1,claims,12,9.9,Remove vehicle from policy,follow_up_needed,Customer disconnected before resolution,5.0,False
-4515,2024-03-26 15:02:08,19906202094,0,Speak to Agent,6,general,235,11.8,Request payment plan,transferred,Escalated to claims adjuster,2.0,False
-4516,2024-03-26 15:11:03,18203669382,3,Policy Changes,5,general,0,6.6,Request ID cards,transferred,Escalated to claims adjuster,4.0,False
-4517,2024-03-26 15:18:49,19353990677,1,Claims,7,claims,110,2.9,Update address,resolved,Escalated to claims adjuster,4.0,True
-4518,2024-03-26 15:48:45,17398549323,0,Speak to Agent,6,general,0,8.9,Inquire about premium increase,resolved,Customer requested manager,4.0,True
-4519,2024-03-26 16:08:36,16875184236,3,Policy Changes,5,general,177,4.1,Update address,resolved,Callback scheduled for tomorrow,4.0,True
-4520,2024-03-26 16:13:50,13272515903,1,Claims,2,claims,66,4.9,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-4521,2024-03-26 16:14:10,13419438436,3,Policy Changes,5,general,84,1.3,Request payment plan,resolved,"Information provided, no action needed",5.0,True
-4522,2024-03-26 16:20:37,16412269487,0,Speak to Agent,6,general,113,9.7,Add driver to policy,resolved,Transferred to supervisor,3.0,True
-4523,2024-03-26 16:22:51,15119308132,1,Claims,2,claims,159,6.2,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-4524,2024-03-26 16:27:43,13945035746,1,Claims,7,claims,91,7.6,Request proof of insurance,resolved,Transferred to supervisor,5.0,True
-4525,2024-03-26 16:42:50,15320610758,1,Claims,1,claims,194,6.6,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-4526,2024-03-26 16:47:58,19954829219,2,Billing & Payments,3,billing,135,2.9,Update address,resolved,Callback scheduled for tomorrow,3.0,True
-4527,2024-03-26 16:49:15,18811863088,2,Billing & Payments,8,billing,154,0.5,Request proof of insurance,resolved,Escalated to claims adjuster,5.0,True
-4528,2024-03-26 17:16:05,13296775713,4,New Quote,6,general,316,8.7,Add driver to policy,resolved,Callback scheduled for tomorrow,3.0,True
-4529,2024-03-26 17:20:00,13006316729,4,New Quote,5,general,205,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-4530,2024-03-26 17:47:23,13571276788,3,Policy Changes,6,general,171,7.5,Payment not processed,transferred,Resolved on first call,3.0,False
-4531,2024-03-26 17:49:19,16356103892,4,New Quote,6,general,0,7.6,Payment not processed,transferred,Customer requested manager,3.0,False
-4532,2024-03-26 17:55:50,19592247648,2,Billing & Payments,8,billing,200,4.4,General coverage question,resolved,Resolved on first call,3.0,True
-4533,2024-03-26 18:45:54,16027134016,4,New Quote,5,general,83,3.9,Update address,resolved,Customer requested manager,3.0,True
-4534,2024-03-26 18:52:02,15839451089,3,Policy Changes,5,general,184,5.1,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-4535,2024-03-27 07:20:07,16937028620,2,Billing & Payments,4,billing,196,10.5,Ask about deductible,resolved,Payment processed successfully,3.0,True
-4536,2024-03-27 07:21:53,14163275014,1,Claims,1,claims,152,5.8,Remove vehicle from policy,resolved,Customer requested manager,4.0,True
-4537,2024-03-27 07:37:16,17806436505,3,Policy Changes,6,general,176,2.1,Ask about deductible,transferred,Policy updated per customer request,2.0,False
-4538,2024-03-27 07:43:16,19577151651,0,Speak to Agent,6,general,205,4.3,Update address,resolved,Resolved on first call,4.0,True
-4539,2024-03-27 07:48:26,17678704973,4,New Quote,5,general,60,3.7,Ask about discounts,follow_up_needed,Escalated to claims adjuster,4.0,False
-4540,2024-03-27 08:10:01,16199369541,0,Speak to Agent,5,general,57,5.6,Add driver to policy,transferred,Payment processed successfully,5.0,False
-4541,2024-03-27 08:39:10,18189435306,0,Speak to Agent,5,general,128,8.0,Reinstate lapsed policy,follow_up_needed,Transferred to supervisor,3.0,False
-4542,2024-03-27 09:01:41,12542392221,2,Billing & Payments,8,billing,0,5.8,Payment not processed,follow_up_needed,Escalated to claims adjuster,2.0,False
-4543,2024-03-27 09:09:40,19289053493,2,Billing & Payments,3,billing,144,7.8,Inquire about premium increase,transferred,Callback scheduled for tomorrow,1.0,False
-4544,2024-03-27 09:19:49,16202939705,0,Speak to Agent,5,general,241,2.5,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-4545,2024-03-27 09:34:48,17754494675,4,New Quote,6,general,178,13.5,Ask about discounts,resolved,"Information provided, no action needed",2.0,True
-4546,2024-03-27 09:47:12,14044824083,0,Speak to Agent,5,general,94,1.1,Claim status inquiry,follow_up_needed,Resolved on first call,3.0,False
-4547,2024-03-27 09:53:05,18366050096,0,Speak to Agent,5,general,126,3.7,Request ID cards,resolved,"Information provided, no action needed",5.0,True
-4548,2024-03-27 09:55:42,16092423149,2,Billing & Payments,4,billing,19,7.5,Ask about discounts,follow_up_needed,Customer requested manager,2.0,False
-4549,2024-03-27 10:04:58,17557146736,0,Speak to Agent,5,general,99,4.6,Ask about deductible,transferred,Customer requested manager,4.0,False
-4550,2024-03-27 10:08:11,13654354632,4,New Quote,6,general,173,11.1,General coverage question,transferred,Resolved on first call,5.0,False
-4551,2024-03-27 10:10:00,18273568955,2,Billing & Payments,4,billing,221,7.1,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-4552,2024-03-27 10:14:26,13859793949,4,New Quote,5,general,204,8.8,Ask about deductible,transferred,Callback scheduled for tomorrow,4.0,False
-4553,2024-03-27 10:25:27,16578004597,1,Claims,7,claims,177,4.9,Cancel policy,resolved,Escalated to claims adjuster,5.0,True
-4554,2024-03-27 10:28:15,16159511140,1,Claims,1,claims,164,7.8,Complaint about service,resolved,Payment processed successfully,5.0,True
-4555,2024-03-27 10:50:31,17080115801,2,Billing & Payments,3,billing,198,6.7,Add driver to policy,resolved,Resolved on first call,3.0,True
-4556,2024-03-27 10:55:35,18088154059,4,New Quote,5,general,302,3.0,Inquire about premium increase,resolved,"Information provided, no action needed",5.0,True
-4557,2024-03-27 11:01:12,14472849667,3,Policy Changes,6,general,286,7.2,Ask about discounts,follow_up_needed,Transferred to supervisor,3.0,False
-4558,2024-03-27 11:26:16,13338518688,4,New Quote,5,general,56,4.7,Change coverage level,resolved,"Claim filed, reference number provided",4.0,True
-4559,2024-03-27 11:27:31,15766986096,0,Speak to Agent,5,general,26,6.5,Filing new auto claim,transferred,Policy updated per customer request,4.0,False
-4560,2024-03-27 11:33:59,19340695889,4,New Quote,6,general,108,8.6,Report accident,transferred,Transferred to supervisor,3.0,False
-4561,2024-03-27 11:34:54,17254071157,3,Policy Changes,5,general,154,7.5,Inquire about premium increase,resolved,"Claim filed, reference number provided",5.0,True
-4562,2024-03-27 11:36:37,17699912993,1,Claims,2,claims,174,8.5,Inquire about premium increase,resolved,Payment processed successfully,4.0,True
-4563,2024-03-27 11:41:10,18906120005,0,Speak to Agent,6,general,132,13.8,Filing new auto claim,resolved,Escalated to claims adjuster,3.0,True
-4564,2024-03-27 11:52:39,18422289368,2,Billing & Payments,8,billing,60,2.0,Change coverage level,resolved,Payment processed successfully,3.0,True
-4565,2024-03-27 11:55:07,15009414568,4,New Quote,5,general,24,11.0,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-4566,2024-03-27 11:55:46,18583776795,2,Billing & Payments,4,billing,32,8.3,Inquire about premium increase,resolved,Payment processed successfully,4.0,True
-4567,2024-03-27 12:23:11,14146673101,0,Speak to Agent,5,general,6,5.9,Remove vehicle from policy,resolved,Policy updated per customer request,5.0,True
-4568,2024-03-27 12:26:34,16290709090,1,Claims,2,claims,160,11.1,Update address,resolved,Resolved on first call,3.0,True
-4569,2024-03-27 12:37:38,12126444443,1,Claims,7,claims,5,0.5,General coverage question,follow_up_needed,Resolved on first call,4.0,False
-4570,2024-03-27 12:51:32,19027436320,4,New Quote,6,general,0,8.3,Complaint about service,resolved,"Information provided, no action needed",4.0,True
-4571,2024-03-27 14:00:13,13629310820,4,New Quote,5,general,35,7.0,Claim status inquiry,follow_up_needed,Resolved on first call,3.0,False
-4572,2024-03-27 14:30:28,19793167764,0,Speak to Agent,6,general,214,8.1,Dispute claim denial,resolved,Callback scheduled for tomorrow,4.0,True
-4573,2024-03-27 14:36:25,15016499228,4,New Quote,5,general,183,0.0,Cancel policy,abandoned,Customer abandoned,,False
-4574,2024-03-27 14:41:46,17068550551,4,New Quote,5,general,0,4.1,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",5.0,True
-4575,2024-03-27 14:48:26,17221540657,2,Billing & Payments,4,billing,189,8.0,Update address,resolved,Policy updated per customer request,5.0,True
-4576,2024-03-27 14:51:32,15176355572,4,New Quote,5,general,5,4.8,Ask about discounts,follow_up_needed,Transferred to supervisor,2.0,False
-4577,2024-03-27 15:17:10,18344585021,1,Claims,1,claims,167,5.5,Change coverage level,transferred,Customer requested manager,2.0,False
-4578,2024-03-27 15:22:00,17490534446,2,Billing & Payments,3,billing,0,5.9,Update payment method,resolved,Escalated to claims adjuster,4.0,True
-4579,2024-03-27 15:26:16,16748905529,3,Policy Changes,6,general,171,9.4,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-4580,2024-03-27 15:36:48,14670798809,0,Speak to Agent,6,general,149,7.5,Add driver to policy,follow_up_needed,Payment processed successfully,4.0,False
-4581,2024-03-27 15:54:51,12888464869,1,Claims,1,claims,183,4.2,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-4582,2024-03-27 16:03:03,16127233870,2,Billing & Payments,4,billing,165,6.2,Payment not processed,resolved,Customer requested manager,4.0,True
-4583,2024-03-27 16:06:50,16565139300,0,Speak to Agent,5,general,179,8.9,Update payment method,follow_up_needed,Escalated to claims adjuster,5.0,False
-4584,2024-03-27 16:26:30,12465289889,1,Claims,1,claims,0,10.1,Change coverage level,resolved,Resolved on first call,4.0,True
-4585,2024-03-27 16:43:04,13080256261,0,Speak to Agent,5,general,171,0.0,Change coverage level,abandoned,Customer abandoned,,False
-4586,2024-03-27 16:57:35,17259712864,0,Speak to Agent,5,general,152,3.9,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-4587,2024-03-27 17:04:44,18829595702,4,New Quote,6,general,78,7.2,General coverage question,transferred,Payment processed successfully,3.0,False
-4588,2024-03-27 17:26:54,14199281898,2,Billing & Payments,4,billing,249,6.6,Update address,transferred,Transferred to supervisor,1.0,False
-4589,2024-03-27 17:33:46,15774296802,0,Speak to Agent,5,general,228,0.0,Request payment plan,abandoned,Customer abandoned,,False
-4590,2024-03-27 17:43:32,17628148952,0,Speak to Agent,5,general,86,7.7,Dispute claim denial,follow_up_needed,Resolved on first call,3.0,False
-4591,2024-03-27 17:50:56,15605084720,0,Speak to Agent,6,general,13,9.5,Update address,resolved,Customer requested manager,4.0,True
-4592,2024-03-27 18:36:24,19613726526,3,Policy Changes,6,general,222,10.9,Claim status inquiry,transferred,Policy updated per customer request,3.0,False
-4593,2024-03-27 18:50:00,13488711930,4,New Quote,5,general,180,5.0,Remove vehicle from policy,resolved,"Claim filed, reference number provided",3.0,True
-4594,2024-03-28 07:05:13,13696016807,0,Speak to Agent,6,general,156,8.0,Change coverage level,resolved,Resolved on first call,5.0,True
-4595,2024-03-28 07:18:55,16942771365,4,New Quote,5,general,235,1.3,Update payment method,resolved,Customer requested manager,4.0,True
-4596,2024-03-28 07:21:35,16601517853,2,Billing & Payments,8,billing,136,7.6,Change coverage level,transferred,Resolved on first call,4.0,False
-4597,2024-03-28 07:29:36,18559765990,1,Claims,1,claims,233,9.3,Reinstate lapsed policy,resolved,Customer requested manager,3.0,True
-4598,2024-03-28 07:51:36,18227386127,0,Speak to Agent,6,general,187,2.2,Filing new auto claim,resolved,Callback scheduled for tomorrow,2.0,True
-4599,2024-03-28 08:00:55,15076515775,0,Speak to Agent,6,general,57,6.3,Cancel policy,resolved,Resolved on first call,3.0,True
-4600,2024-03-28 08:32:41,14597170163,2,Billing & Payments,4,billing,232,6.3,Inquire about premium increase,transferred,Escalated to claims adjuster,3.0,False
-4601,2024-03-28 08:59:24,18156979614,3,Policy Changes,6,general,64,6.1,Dispute claim denial,resolved,Customer disconnected before resolution,4.0,True
-4602,2024-03-28 09:19:01,13756861719,2,Billing & Payments,4,billing,47,2.6,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-4603,2024-03-28 09:23:35,12966720106,0,Speak to Agent,6,general,262,9.6,General coverage question,follow_up_needed,Policy updated per customer request,4.0,False
-4604,2024-03-28 09:41:50,15157107950,4,New Quote,5,general,79,3.6,Payment not processed,follow_up_needed,Resolved on first call,4.0,False
-4605,2024-03-28 09:44:34,19697162030,2,Billing & Payments,4,billing,134,7.6,Report accident,transferred,Callback scheduled for tomorrow,3.0,False
-4606,2024-03-28 09:51:00,18012328864,0,Speak to Agent,6,general,61,10.7,Remove vehicle from policy,resolved,Customer disconnected before resolution,2.0,True
-4607,2024-03-28 10:04:30,14574605905,1,Claims,1,claims,124,7.9,Ask about discounts,resolved,Escalated to claims adjuster,3.0,True
-4608,2024-03-28 10:11:11,15303877161,0,Speak to Agent,5,general,95,4.2,Request proof of insurance,transferred,Transferred to supervisor,4.0,False
-4609,2024-03-28 10:42:58,19958953406,1,Claims,2,claims,162,12.6,Remove vehicle from policy,follow_up_needed,Customer requested manager,3.0,False
-4610,2024-03-28 10:47:42,18478020624,2,Billing & Payments,3,billing,253,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-4611,2024-03-28 10:51:51,15129476494,4,New Quote,5,general,186,6.7,Change coverage level,transferred,Customer disconnected before resolution,4.0,False
-4612,2024-03-28 11:09:47,12062625852,4,New Quote,6,general,47,10.2,Report accident,resolved,Transferred to supervisor,5.0,True
-4613,2024-03-28 11:13:54,16755997793,3,Policy Changes,5,general,179,3.8,Update address,follow_up_needed,Customer requested manager,5.0,False
-4614,2024-03-28 11:23:16,15877877915,3,Policy Changes,5,general,292,5.7,Request payment plan,resolved,Callback scheduled for tomorrow,5.0,True
-4615,2024-03-28 11:33:12,15789997090,2,Billing & Payments,8,billing,202,5.4,General coverage question,resolved,Customer disconnected before resolution,3.0,True
-4616,2024-03-28 11:34:47,18380508244,3,Policy Changes,6,general,253,11.2,Request ID cards,resolved,"Information provided, no action needed",5.0,True
-4617,2024-03-28 12:02:17,14092394256,2,Billing & Payments,3,billing,167,5.5,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-4618,2024-03-28 12:11:24,17206935395,2,Billing & Payments,8,billing,19,0.5,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-4619,2024-03-28 12:47:36,14368171587,4,New Quote,5,general,75,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-4620,2024-03-28 12:55:39,12625490550,3,Policy Changes,5,general,48,1.5,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-4621,2024-03-28 13:08:42,13255806075,0,Speak to Agent,5,general,155,7.5,Report accident,resolved,Customer requested manager,2.0,True
-4622,2024-03-28 13:26:27,15935002595,2,Billing & Payments,8,billing,88,8.8,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-4623,2024-03-28 13:37:36,15947637833,3,Policy Changes,5,general,92,5.8,Ask about deductible,transferred,Transferred to supervisor,3.0,False
-4624,2024-03-28 13:45:39,17773608931,1,Claims,2,claims,96,3.5,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-4625,2024-03-28 13:47:11,18703709518,0,Speak to Agent,6,general,0,3.7,Claim status inquiry,follow_up_needed,Resolved on first call,5.0,False
-4626,2024-03-28 14:03:20,19051895722,2,Billing & Payments,4,billing,106,6.2,Cancel policy,follow_up_needed,"Claim filed, reference number provided",2.0,False
-4627,2024-03-28 14:05:48,18879958294,2,Billing & Payments,8,billing,165,6.0,Dispute claim denial,follow_up_needed,Escalated to claims adjuster,5.0,False
-4628,2024-03-28 14:14:31,13946412162,1,Claims,7,claims,0,7.6,Ask about deductible,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-4629,2024-03-28 14:37:49,16684468981,1,Claims,1,claims,0,0.0,Cancel policy,abandoned,Customer abandoned,,False
-4630,2024-03-28 14:42:23,13067836459,3,Policy Changes,5,general,258,1.9,Inquire about premium increase,resolved,Callback scheduled for tomorrow,3.0,True
-4631,2024-03-28 15:24:58,18977404289,4,New Quote,6,general,169,8.6,Filing new auto claim,resolved,Customer disconnected before resolution,3.0,True
-4632,2024-03-28 15:36:47,17506805023,3,Policy Changes,5,general,121,11.0,Claim status inquiry,resolved,Payment processed successfully,4.0,True
-4633,2024-03-28 15:52:15,12547247677,1,Claims,7,claims,23,2.5,Update payment method,follow_up_needed,Transferred to supervisor,5.0,False
-4634,2024-03-28 16:07:50,15427130390,0,Speak to Agent,5,general,116,4.1,Remove vehicle from policy,resolved,Transferred to supervisor,5.0,True
-4635,2024-03-28 16:28:47,15269822982,2,Billing & Payments,4,billing,132,8.7,General coverage question,resolved,Customer requested manager,2.0,True
-4636,2024-03-28 16:47:36,14128644187,2,Billing & Payments,3,billing,37,4.7,Remove vehicle from policy,resolved,Transferred to supervisor,5.0,True
-4637,2024-03-28 16:49:23,15027940316,1,Claims,2,claims,33,7.2,Ask about discounts,resolved,Escalated to claims adjuster,4.0,True
-4638,2024-03-28 16:51:32,18880962745,3,Policy Changes,6,general,247,8.0,Request proof of insurance,resolved,Escalated to claims adjuster,4.0,True
-4639,2024-03-28 18:05:04,15900669138,1,Claims,1,claims,19,8.9,Request proof of insurance,resolved,Payment processed successfully,4.0,True
-4640,2024-03-28 18:11:46,15105092726,1,Claims,7,claims,147,7.4,Update address,follow_up_needed,Transferred to supervisor,4.0,False
-4641,2024-03-28 18:16:57,18283333787,1,Claims,7,claims,0,5.7,Ask about deductible,resolved,Customer requested manager,5.0,True
-4642,2024-03-28 18:24:00,14549502268,3,Policy Changes,6,general,101,9.2,Request ID cards,transferred,Payment processed successfully,3.0,False
-4643,2024-03-28 18:42:57,13461177826,3,Policy Changes,6,general,51,9.5,Inquire about premium increase,follow_up_needed,Transferred to supervisor,4.0,False
-4644,2024-03-28 18:48:01,18878794888,4,New Quote,5,general,245,4.2,Dispute claim denial,resolved,Customer disconnected before resolution,3.0,True
-4645,2024-03-28 18:55:26,13992902506,0,Speak to Agent,5,general,232,4.9,General coverage question,resolved,Payment processed successfully,4.0,True
-4646,2024-03-28 18:57:34,13824420694,0,Speak to Agent,6,general,105,8.8,General coverage question,resolved,Payment processed successfully,4.0,True
-4647,2024-03-29 07:15:22,15181132321,4,New Quote,6,general,28,8.7,Report accident,resolved,"Information provided, no action needed",5.0,True
-4648,2024-03-29 07:27:02,18102611853,2,Billing & Payments,3,billing,0,2.4,Claim status inquiry,resolved,Payment processed successfully,3.0,True
-4649,2024-03-29 07:42:15,15335166893,2,Billing & Payments,8,billing,219,4.0,Claim status inquiry,resolved,"Information provided, no action needed",3.0,True
-4650,2024-03-29 07:54:18,16227430869,4,New Quote,5,general,86,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-4651,2024-03-29 08:05:10,19111447547,0,Speak to Agent,6,general,210,0.0,General coverage question,abandoned,Customer abandoned,,False
-4652,2024-03-29 08:14:04,17713878962,0,Speak to Agent,5,general,1,9.6,Cancel policy,transferred,Transferred to supervisor,3.0,False
-4653,2024-03-29 08:32:18,14641810876,1,Claims,1,claims,29,8.2,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,3.0,True
-4654,2024-03-29 09:03:23,13530785235,0,Speak to Agent,6,general,86,6.8,Inquire about premium increase,follow_up_needed,Transferred to supervisor,3.0,False
-4655,2024-03-29 09:19:38,14635482057,4,New Quote,6,general,239,8.3,General coverage question,resolved,Callback scheduled for tomorrow,3.0,True
-4656,2024-03-29 09:22:56,19122664406,4,New Quote,5,general,0,1.8,Request ID cards,follow_up_needed,Transferred to supervisor,2.0,False
-4657,2024-03-29 09:31:54,13761138394,1,Claims,1,claims,59,4.5,Request ID cards,follow_up_needed,Transferred to supervisor,3.0,False
-4658,2024-03-29 09:35:27,16791134928,0,Speak to Agent,5,general,311,3.6,General coverage question,resolved,Payment processed successfully,4.0,True
-4659,2024-03-29 09:47:02,17878450605,2,Billing & Payments,4,billing,160,3.9,Filing new auto claim,transferred,Resolved on first call,3.0,False
-4660,2024-03-29 09:47:13,13282938735,3,Policy Changes,5,general,79,0.0,General coverage question,abandoned,Customer abandoned,,False
-4661,2024-03-29 10:09:56,16617654984,4,New Quote,6,general,200,8.6,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",5.0,True
-4662,2024-03-29 10:22:07,14543863836,4,New Quote,6,general,172,4.7,Complaint about service,resolved,Escalated to claims adjuster,5.0,True
-4663,2024-03-29 10:29:37,15985519105,2,Billing & Payments,4,billing,0,7.5,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-4664,2024-03-29 10:31:47,15753055980,3,Policy Changes,5,general,52,1.1,Payment not processed,resolved,Policy updated per customer request,4.0,True
-4665,2024-03-29 10:32:19,13983357193,1,Claims,2,claims,57,10.1,Payment not processed,follow_up_needed,Payment processed successfully,3.0,False
-4666,2024-03-29 10:58:44,16542726322,2,Billing & Payments,8,billing,81,4.4,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-4667,2024-03-29 11:06:56,19074591174,3,Policy Changes,5,general,0,0.0,Request payment plan,abandoned,Customer abandoned,,False
-4668,2024-03-29 11:11:45,19090741449,1,Claims,1,claims,45,8.8,Change coverage level,resolved,"Information provided, no action needed",5.0,True
-4669,2024-03-29 11:12:57,15967588773,1,Claims,7,claims,104,5.7,General coverage question,resolved,Customer requested manager,4.0,True
-4670,2024-03-29 11:13:57,19237039637,2,Billing & Payments,8,billing,152,5.1,Request proof of insurance,transferred,Callback scheduled for tomorrow,5.0,False
-4671,2024-03-29 11:35:20,13374585925,2,Billing & Payments,4,billing,159,10.9,Dispute claim denial,resolved,Customer disconnected before resolution,2.0,True
-4672,2024-03-29 12:20:39,19289072223,1,Claims,1,claims,80,6.7,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-4673,2024-03-29 12:44:48,13470341909,3,Policy Changes,5,general,198,8.2,Inquire about premium increase,resolved,Customer requested manager,2.0,True
-4674,2024-03-29 13:14:31,17290940332,0,Speak to Agent,5,general,166,7.4,Report accident,follow_up_needed,Escalated to claims adjuster,2.0,False
-4675,2024-03-29 13:20:56,14525142647,3,Policy Changes,6,general,147,11.9,Request payment plan,resolved,Customer disconnected before resolution,5.0,True
-4676,2024-03-29 13:27:13,18254838339,4,New Quote,6,general,143,7.1,Request payment plan,resolved,Escalated to claims adjuster,3.0,True
-4677,2024-03-29 13:31:26,16834969776,4,New Quote,5,general,103,3.2,Add driver to policy,resolved,Transferred to supervisor,5.0,True
-4678,2024-03-29 13:32:31,19357345044,4,New Quote,6,general,81,0.0,Payment not processed,abandoned,Customer abandoned,,False
-4679,2024-03-29 13:37:59,16485551392,4,New Quote,6,general,460,7.6,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,2.0,True
-4680,2024-03-29 13:44:25,18100657896,4,New Quote,6,general,91,6.4,Inquire about premium increase,resolved,Customer disconnected before resolution,2.0,True
-4681,2024-03-29 13:53:18,16503500008,1,Claims,1,claims,168,8.7,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-4682,2024-03-29 14:07:10,19807995062,3,Policy Changes,5,general,0,6.4,Ask about deductible,resolved,Callback scheduled for tomorrow,5.0,True
-4683,2024-03-29 14:47:45,16038331862,4,New Quote,5,general,29,6.9,Cancel policy,resolved,"Information provided, no action needed",4.0,True
-4684,2024-03-29 15:04:26,13606192134,3,Policy Changes,6,general,57,5.6,Update address,follow_up_needed,Policy updated per customer request,2.0,False
-4685,2024-03-29 15:13:14,17591611157,3,Policy Changes,5,general,38,6.2,Add driver to policy,transferred,Escalated to claims adjuster,3.0,False
-4686,2024-03-29 15:18:02,16724258120,3,Policy Changes,5,general,0,7.8,Ask about discounts,follow_up_needed,Policy updated per customer request,3.0,False
-4687,2024-03-29 15:20:25,15715763563,0,Speak to Agent,6,general,96,8.2,Request proof of insurance,follow_up_needed,Customer requested manager,3.0,False
-4688,2024-03-29 15:32:42,18933608825,0,Speak to Agent,6,general,178,7.2,General coverage question,resolved,Resolved on first call,4.0,True
-4689,2024-03-29 15:37:32,19584876161,3,Policy Changes,5,general,50,4.2,Update address,resolved,Policy updated per customer request,4.0,True
-4690,2024-03-29 15:59:49,18269710732,1,Claims,7,claims,118,9.0,Filing new auto claim,resolved,"Information provided, no action needed",2.0,True
-4691,2024-03-29 16:00:13,17008838450,4,New Quote,6,general,96,5.9,Ask about deductible,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-4692,2024-03-29 16:14:15,17633602544,0,Speak to Agent,5,general,189,1.1,Ask about discounts,resolved,Resolved on first call,4.0,True
-4693,2024-03-29 17:11:57,14547515640,2,Billing & Payments,3,billing,226,3.3,General coverage question,resolved,Customer requested manager,5.0,True
-4694,2024-03-29 17:13:27,19226729667,0,Speak to Agent,6,general,0,7.9,Payment not processed,resolved,Escalated to claims adjuster,5.0,True
-4695,2024-03-29 17:25:06,19286054160,1,Claims,2,claims,247,9.1,Payment not processed,resolved,"Information provided, no action needed",5.0,True
-4696,2024-03-29 17:34:13,18318921488,2,Billing & Payments,4,billing,83,5.3,Dispute claim denial,resolved,Customer requested manager,3.0,True
-4697,2024-03-29 17:42:19,16642069697,2,Billing & Payments,8,billing,151,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-4698,2024-03-29 17:51:27,13302033030,3,Policy Changes,6,general,49,6.7,Dispute claim denial,follow_up_needed,Policy updated per customer request,4.0,False
-4699,2024-03-29 17:52:31,13767988454,4,New Quote,5,general,151,7.7,Dispute claim denial,resolved,Callback scheduled for tomorrow,3.0,True
-4700,2024-03-29 18:16:35,15602135377,0,Speak to Agent,5,general,75,5.3,Ask about deductible,resolved,Customer requested manager,3.0,True
-4701,2024-03-29 18:20:15,16254850714,4,New Quote,6,general,8,5.2,Request payment plan,resolved,Customer disconnected before resolution,3.0,True
-4702,2024-03-29 18:22:34,19916432209,2,Billing & Payments,4,billing,0,4.6,Reinstate lapsed policy,follow_up_needed,Resolved on first call,1.0,False
-4703,2024-03-29 18:37:43,18176113018,3,Policy Changes,5,general,63,4.8,General coverage question,follow_up_needed,"Information provided, no action needed",4.0,False
-4704,2024-03-29 18:53:27,18215013459,1,Claims,2,claims,170,8.8,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-4705,2024-03-30 09:17:40,17680076559,3,Policy Changes,6,general,0,7.8,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-4706,2024-03-30 09:25:36,18505863324,1,Claims,1,claims,96,4.7,Ask about discounts,follow_up_needed,Payment processed successfully,4.0,False
-4707,2024-03-30 09:32:51,15785760073,1,Claims,2,claims,160,5.5,Dispute claim denial,transferred,Policy updated per customer request,3.0,False
-4708,2024-03-30 09:38:58,16821125218,0,Speak to Agent,5,general,181,2.8,Reinstate lapsed policy,resolved,Escalated to claims adjuster,3.0,True
-4709,2024-03-30 09:40:43,15544415994,3,Policy Changes,5,general,0,7.3,Update address,resolved,Transferred to supervisor,4.0,True
-4710,2024-03-30 09:44:03,18543680775,1,Claims,2,claims,105,10.8,Payment not processed,resolved,Customer disconnected before resolution,3.0,True
-4711,2024-03-30 09:50:23,13676090436,0,Speak to Agent,5,general,10,4.0,Add driver to policy,resolved,Policy updated per customer request,5.0,True
-4712,2024-03-30 10:00:52,14790794822,1,Claims,1,claims,0,5.9,Report accident,follow_up_needed,Customer requested manager,4.0,False
-4713,2024-03-30 10:01:37,14040864064,0,Speak to Agent,6,general,4,8.0,Add driver to policy,follow_up_needed,Transferred to supervisor,3.0,False
-4714,2024-03-30 10:02:45,17181501158,2,Billing & Payments,4,billing,44,4.8,General coverage question,resolved,Callback scheduled for tomorrow,5.0,True
-4715,2024-03-30 10:10:52,15531553886,3,Policy Changes,6,general,181,8.4,Cancel policy,resolved,"Claim filed, reference number provided",5.0,True
-4716,2024-03-30 10:11:27,17065550310,0,Speak to Agent,5,general,195,0.5,Dispute claim denial,resolved,Customer disconnected before resolution,3.0,True
-4717,2024-03-30 10:17:42,18048338354,4,New Quote,5,general,152,6.1,Filing new auto claim,resolved,Customer disconnected before resolution,5.0,True
-4718,2024-03-30 10:24:11,14149808176,2,Billing & Payments,4,billing,118,11.0,Cancel policy,resolved,Transferred to supervisor,4.0,True
-4719,2024-03-30 10:49:40,17033636545,0,Speak to Agent,6,general,229,8.7,General coverage question,resolved,Callback scheduled for tomorrow,3.0,True
-4720,2024-03-30 10:55:49,15982142311,2,Billing & Payments,4,billing,57,0.5,General coverage question,resolved,Escalated to claims adjuster,5.0,True
-4721,2024-03-30 10:56:38,15330227442,0,Speak to Agent,6,general,30,7.4,Report accident,resolved,Policy updated per customer request,4.0,True
-4722,2024-03-30 11:04:31,15270938508,4,New Quote,5,general,148,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-4723,2024-03-30 11:09:50,17459343875,1,Claims,2,claims,201,6.2,Request payment plan,resolved,Customer requested manager,4.0,True
-4724,2024-03-30 11:23:19,16974491075,3,Policy Changes,6,general,109,12.2,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-4725,2024-03-30 11:39:26,19668874687,0,Speak to Agent,5,general,65,6.5,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-4726,2024-03-30 11:41:49,18401264885,4,New Quote,6,general,310,8.1,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-4727,2024-03-30 11:46:00,18860201976,4,New Quote,6,general,0,11.9,Request proof of insurance,resolved,"Information provided, no action needed",4.0,True
-4728,2024-03-30 11:47:41,19156831433,0,Speak to Agent,6,general,128,7.5,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",2.0,False
-4729,2024-03-30 12:00:55,12932885802,0,Speak to Agent,6,general,182,7.1,Add driver to policy,follow_up_needed,Policy updated per customer request,3.0,False
-4730,2024-03-30 12:15:08,16597915426,3,Policy Changes,5,general,205,10.0,Request ID cards,resolved,Payment processed successfully,4.0,True
-4731,2024-03-30 12:28:00,12560578702,1,Claims,7,claims,70,5.1,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-4732,2024-03-30 12:45:27,13467810663,1,Claims,7,claims,69,6.0,Ask about discounts,resolved,Escalated to claims adjuster,2.0,True
-4733,2024-03-30 12:59:06,14036895618,4,New Quote,6,general,145,8.3,Claim status inquiry,resolved,Policy updated per customer request,3.0,True
-4734,2024-04-01 07:00:17,13231532157,4,New Quote,5,general,82,5.6,Report accident,resolved,Transferred to supervisor,3.0,True
-4735,2024-04-01 07:00:22,12792905132,0,Speak to Agent,6,general,19,0.0,Change coverage level,abandoned,Customer abandoned,,False
-4736,2024-04-01 07:06:50,12001554398,1,Claims,1,claims,242,7.3,Claim status inquiry,resolved,Escalated to claims adjuster,3.0,True
-4737,2024-04-01 07:12:38,12800193692,3,Policy Changes,6,general,136,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-4738,2024-04-01 07:17:52,12237948505,0,Speak to Agent,5,general,173,6.1,Cancel policy,resolved,Escalated to claims adjuster,3.0,True
-4739,2024-04-01 07:30:24,16702157313,1,Claims,2,claims,127,10.3,Reinstate lapsed policy,resolved,Customer requested manager,5.0,True
-4740,2024-04-01 07:35:14,18065441947,1,Claims,7,claims,108,9.4,Claim status inquiry,resolved,Customer disconnected before resolution,4.0,True
-4741,2024-04-01 07:46:41,17202607906,1,Claims,1,claims,168,4.8,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-4742,2024-04-01 07:53:23,12547947995,4,New Quote,6,general,71,5.6,Complaint about service,follow_up_needed,Customer disconnected before resolution,5.0,False
-4743,2024-04-01 07:55:22,17707879510,3,Policy Changes,6,general,180,8.2,Filing new auto claim,transferred,Transferred to supervisor,3.0,False
-4744,2024-04-01 08:44:45,15344402334,0,Speak to Agent,6,general,67,4.8,Inquire about premium increase,follow_up_needed,Transferred to supervisor,3.0,False
-4745,2024-04-01 08:45:49,13255723449,3,Policy Changes,6,general,158,5.6,Update address,follow_up_needed,Payment processed successfully,4.0,False
-4746,2024-04-01 09:00:32,16837523922,2,Billing & Payments,8,billing,35,6.9,Ask about discounts,transferred,"Information provided, no action needed",3.0,False
-4747,2024-04-01 09:09:56,12120508905,1,Claims,2,claims,247,6.2,Change coverage level,transferred,Transferred to supervisor,4.0,False
-4748,2024-04-01 09:17:11,15942041778,4,New Quote,5,general,0,5.5,Change coverage level,transferred,Policy updated per customer request,2.0,False
-4749,2024-04-01 09:19:18,19810079871,2,Billing & Payments,8,billing,167,3.5,Update payment method,follow_up_needed,Customer requested manager,3.0,False
-4750,2024-04-01 09:21:58,13683308870,4,New Quote,5,general,137,3.9,Update payment method,follow_up_needed,Resolved on first call,2.0,False
-4751,2024-04-01 09:22:44,17998910211,2,Billing & Payments,4,billing,223,6.3,Dispute claim denial,resolved,Customer requested manager,4.0,True
-4752,2024-04-01 09:28:25,13514877825,4,New Quote,6,general,171,8.3,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,5.0,False
-4753,2024-04-01 09:32:12,19566992124,2,Billing & Payments,8,billing,152,6.4,Add driver to policy,resolved,Policy updated per customer request,3.0,True
-4754,2024-04-01 09:33:31,16148704925,0,Speak to Agent,6,general,50,9.1,Payment not processed,resolved,Resolved on first call,4.0,True
-4755,2024-04-01 09:44:10,13479970643,0,Speak to Agent,5,general,57,10.2,Request payment plan,resolved,Callback scheduled for tomorrow,5.0,True
-4756,2024-04-01 09:44:46,13814157554,2,Billing & Payments,4,billing,344,7.2,Ask about discounts,resolved,Transferred to supervisor,3.0,True
-4757,2024-04-01 09:44:47,12937616239,1,Claims,1,claims,224,2.3,Request proof of insurance,resolved,Escalated to claims adjuster,4.0,True
-4758,2024-04-01 09:47:09,14795799441,3,Policy Changes,5,general,201,6.5,Claim status inquiry,resolved,Payment processed successfully,4.0,True
-4759,2024-04-01 09:53:00,14561058555,3,Policy Changes,5,general,78,1.3,Claim status inquiry,follow_up_needed,Escalated to claims adjuster,3.0,False
-4760,2024-04-01 09:54:05,15502356521,2,Billing & Payments,3,billing,155,0.6,Inquire about premium increase,follow_up_needed,Payment processed successfully,3.0,False
-4761,2024-04-01 09:55:34,16087583619,3,Policy Changes,6,general,134,5.2,Add driver to policy,resolved,Customer requested manager,5.0,True
-4762,2024-04-01 10:04:37,18070683108,0,Speak to Agent,5,general,126,8.0,Payment not processed,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-4763,2024-04-01 10:14:05,17668194879,4,New Quote,6,general,292,11.0,Ask about discounts,resolved,Escalated to claims adjuster,3.0,True
-4764,2024-04-01 10:15:34,15945861622,3,Policy Changes,6,general,213,9.5,Payment not processed,resolved,"Claim filed, reference number provided",3.0,True
-4765,2024-04-01 10:20:12,12185422530,1,Claims,2,claims,250,11.1,Update payment method,resolved,Payment processed successfully,3.0,True
-4766,2024-04-01 10:25:55,16990214793,1,Claims,7,claims,113,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-4767,2024-04-01 10:29:36,17216962837,1,Claims,7,claims,51,9.1,Report accident,resolved,Transferred to supervisor,3.0,True
-4768,2024-04-01 10:42:34,14574088627,2,Billing & Payments,4,billing,101,8.9,Claim status inquiry,resolved,Payment processed successfully,4.0,True
-4769,2024-04-01 10:46:53,18861705566,4,New Quote,5,general,308,4.8,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-4770,2024-04-01 10:48:27,19880926148,2,Billing & Payments,8,billing,312,4.6,Complaint about service,resolved,Resolved on first call,5.0,True
-4771,2024-04-01 10:53:33,14987022736,2,Billing & Payments,4,billing,252,8.1,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-4772,2024-04-01 10:56:46,13023620477,4,New Quote,5,general,0,2.2,Request proof of insurance,follow_up_needed,Customer requested manager,2.0,False
-4773,2024-04-01 11:01:39,15004971925,4,New Quote,5,general,107,1.0,Filing new auto claim,resolved,"Information provided, no action needed",3.0,True
-4774,2024-04-01 11:03:48,17378256025,2,Billing & Payments,8,billing,87,10.0,Reinstate lapsed policy,resolved,Transferred to supervisor,4.0,True
-4775,2024-04-01 11:14:45,16149463518,3,Policy Changes,6,general,86,0.0,Request payment plan,abandoned,Customer abandoned,,False
-4776,2024-04-01 11:44:10,17811994782,3,Policy Changes,6,general,165,11.3,Filing new auto claim,resolved,"Information provided, no action needed",4.0,True
-4777,2024-04-01 11:44:29,19980345857,2,Billing & Payments,8,billing,74,2.1,Complaint about service,resolved,"Information provided, no action needed",5.0,True
-4778,2024-04-01 11:45:06,14184330268,4,New Quote,5,general,143,6.4,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-4779,2024-04-01 11:47:23,12521199371,1,Claims,1,claims,200,8.2,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-4780,2024-04-01 11:56:40,18615646040,0,Speak to Agent,5,general,43,6.2,Dispute claim denial,resolved,Customer disconnected before resolution,5.0,True
-4781,2024-04-01 12:03:11,12311640143,4,New Quote,5,general,13,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-4782,2024-04-01 12:03:29,16038469167,4,New Quote,5,general,178,4.4,Remove vehicle from policy,resolved,Transferred to supervisor,4.0,True
-4783,2024-04-01 12:06:27,16270499621,2,Billing & Payments,4,billing,43,4.9,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-4784,2024-04-01 12:12:49,15272180730,3,Policy Changes,6,general,41,5.5,Report accident,transferred,Customer disconnected before resolution,2.0,False
-4785,2024-04-01 12:37:05,16090191647,0,Speak to Agent,6,general,0,11.4,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-4786,2024-04-01 12:54:15,18818356804,0,Speak to Agent,6,general,149,8.7,Report accident,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-4787,2024-04-01 12:56:14,17032061578,4,New Quote,6,general,433,7.7,Ask about deductible,resolved,Payment processed successfully,4.0,True
-4788,2024-04-01 13:08:00,15946120881,0,Speak to Agent,5,general,52,3.9,Request proof of insurance,transferred,Transferred to supervisor,2.0,False
-4789,2024-04-01 13:42:42,17978286625,4,New Quote,5,general,133,4.0,Report accident,resolved,Escalated to claims adjuster,5.0,True
-4790,2024-04-01 13:45:37,12754105518,1,Claims,1,claims,101,3.9,Remove vehicle from policy,follow_up_needed,Customer disconnected before resolution,4.0,False
-4791,2024-04-01 13:47:16,15811023109,2,Billing & Payments,3,billing,160,4.6,Cancel policy,resolved,Customer requested manager,3.0,True
-4792,2024-04-01 14:01:18,16699756474,0,Speak to Agent,5,general,99,0.5,Request ID cards,resolved,Callback scheduled for tomorrow,5.0,True
-4793,2024-04-01 14:07:42,17263134250,0,Speak to Agent,6,general,133,11.0,Filing new auto claim,transferred,Customer disconnected before resolution,3.0,False
-4794,2024-04-01 14:07:46,14435628280,1,Claims,1,claims,0,6.9,Update address,follow_up_needed,Payment processed successfully,3.0,False
-4795,2024-04-01 14:10:39,15589998938,4,New Quote,6,general,304,7.5,Update payment method,follow_up_needed,Customer requested manager,4.0,False
-4796,2024-04-01 14:11:58,12244075859,4,New Quote,6,general,186,5.7,Request payment plan,resolved,"Claim filed, reference number provided",5.0,True
-4797,2024-04-01 14:26:39,12437965461,0,Speak to Agent,5,general,118,6.0,Payment not processed,follow_up_needed,Payment processed successfully,2.0,False
-4798,2024-04-01 14:26:40,12379148299,0,Speak to Agent,5,general,266,0.5,Claim status inquiry,transferred,Payment processed successfully,1.0,False
-4799,2024-04-01 14:43:20,12611397881,0,Speak to Agent,6,general,130,9.2,Request ID cards,transferred,Transferred to supervisor,2.0,False
-4800,2024-04-01 15:03:15,15171750227,2,Billing & Payments,8,billing,276,9.6,Dispute claim denial,resolved,Transferred to supervisor,3.0,True
-4801,2024-04-01 15:10:23,16651092973,0,Speak to Agent,5,general,137,5.6,Claim status inquiry,follow_up_needed,"Information provided, no action needed",3.0,False
-4802,2024-04-01 15:13:13,12297818605,4,New Quote,6,general,139,8.1,Payment not processed,resolved,"Claim filed, reference number provided",4.0,True
-4803,2024-04-01 15:25:49,13195697302,3,Policy Changes,5,general,61,5.7,Ask about deductible,follow_up_needed,"Information provided, no action needed",4.0,False
-4804,2024-04-01 15:40:59,14473999874,2,Billing & Payments,8,billing,170,4.2,Ask about deductible,resolved,Resolved on first call,3.0,True
-4805,2024-04-01 15:44:50,12260907911,4,New Quote,6,general,182,7.7,Update payment method,resolved,"Claim filed, reference number provided",3.0,True
-4806,2024-04-01 15:51:17,18697832760,0,Speak to Agent,6,general,137,6.3,Change coverage level,follow_up_needed,Transferred to supervisor,4.0,False
-4807,2024-04-01 16:00:06,16479106503,2,Billing & Payments,3,billing,175,2.1,Claim status inquiry,follow_up_needed,"Information provided, no action needed",3.0,False
-4808,2024-04-01 16:18:38,18082755472,1,Claims,1,claims,248,2.6,Claim status inquiry,resolved,Payment processed successfully,4.0,True
-4809,2024-04-01 16:32:27,16588744192,1,Claims,1,claims,214,2.8,Request ID cards,resolved,Resolved on first call,2.0,True
-4810,2024-04-01 16:32:43,15029714696,4,New Quote,6,general,338,7.7,General coverage question,resolved,Payment processed successfully,5.0,True
-4811,2024-04-01 16:52:00,14623915633,0,Speak to Agent,6,general,284,6.6,Cancel policy,resolved,Policy updated per customer request,5.0,True
-4812,2024-04-01 17:20:38,15836045773,2,Billing & Payments,8,billing,189,6.0,Payment not processed,resolved,Customer disconnected before resolution,3.0,True
-4813,2024-04-01 17:35:21,13538607948,0,Speak to Agent,6,general,183,11.9,Cancel policy,resolved,"Information provided, no action needed",5.0,True
-4814,2024-04-01 17:39:07,13782794418,0,Speak to Agent,6,general,64,8.7,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-4815,2024-04-01 17:46:06,15072601315,1,Claims,1,claims,213,0.0,Request ID cards,abandoned,Customer abandoned,,False
-4816,2024-04-01 17:47:21,14823186482,4,New Quote,6,general,0,5.4,Update payment method,follow_up_needed,Payment processed successfully,3.0,False
-4817,2024-04-01 17:49:43,12049169119,3,Policy Changes,6,general,114,7.2,Claim status inquiry,transferred,Escalated to claims adjuster,4.0,False
-4818,2024-04-01 18:37:17,14979464455,0,Speak to Agent,6,general,56,8.6,Filing new auto claim,resolved,Transferred to supervisor,5.0,True
-4819,2024-04-01 18:46:12,18351747110,3,Policy Changes,6,general,174,8.0,Ask about deductible,follow_up_needed,Customer disconnected before resolution,4.0,False
-4820,2024-04-02 07:03:26,12122617123,2,Billing & Payments,3,billing,53,6.9,Ask about deductible,transferred,Transferred to supervisor,3.0,False
-4821,2024-04-02 07:07:30,15442435031,0,Speak to Agent,5,general,111,6.2,Cancel policy,transferred,Customer disconnected before resolution,2.0,False
-4822,2024-04-02 07:28:23,12478383734,1,Claims,2,claims,154,6.5,Update address,resolved,Policy updated per customer request,3.0,True
-4823,2024-04-02 07:32:43,16434999944,0,Speak to Agent,6,general,138,9.3,Request ID cards,follow_up_needed,Resolved on first call,1.0,False
-4824,2024-04-02 07:47:23,12400907497,1,Claims,1,claims,38,3.8,Request proof of insurance,follow_up_needed,"Claim filed, reference number provided",2.0,False
-4825,2024-04-02 08:01:13,17196027189,4,New Quote,6,general,29,7.2,Change coverage level,resolved,Policy updated per customer request,4.0,True
-4826,2024-04-02 08:14:43,18590800811,1,Claims,1,claims,59,3.0,Add driver to policy,resolved,Transferred to supervisor,5.0,True
-4827,2024-04-02 08:22:20,18755964160,4,New Quote,5,general,40,5.2,Cancel policy,resolved,Transferred to supervisor,4.0,True
-4828,2024-04-02 08:42:23,15762717048,1,Claims,2,claims,223,11.0,Update payment method,resolved,Escalated to claims adjuster,4.0,True
-4829,2024-04-02 09:12:47,16195439148,1,Claims,7,claims,115,7.1,Update payment method,resolved,Customer requested manager,5.0,True
-4830,2024-04-02 09:28:21,18707891105,4,New Quote,6,general,107,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-4831,2024-04-02 09:37:19,17477234701,2,Billing & Payments,4,billing,230,6.3,Request payment plan,resolved,"Information provided, no action needed",4.0,True
-4832,2024-04-02 09:54:02,12650895533,3,Policy Changes,5,general,145,0.8,Remove vehicle from policy,transferred,"Claim filed, reference number provided",2.0,False
-4833,2024-04-02 09:54:33,14388055357,3,Policy Changes,5,general,226,8.8,Reinstate lapsed policy,follow_up_needed,Transferred to supervisor,3.0,False
-4834,2024-04-02 09:58:02,18631752226,1,Claims,7,claims,361,10.0,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",2.0,False
-4835,2024-04-02 10:05:55,18416157332,2,Billing & Payments,4,billing,49,2.9,Update payment method,transferred,Transferred to supervisor,3.0,False
-4836,2024-04-02 10:07:43,18717069604,0,Speak to Agent,6,general,56,8.6,Request payment plan,resolved,Callback scheduled for tomorrow,5.0,True
-4837,2024-04-02 10:21:10,16798598752,3,Policy Changes,5,general,272,4.8,Update payment method,follow_up_needed,"Claim filed, reference number provided",1.0,False
-4838,2024-04-02 10:45:46,14779789528,1,Claims,7,claims,129,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-4839,2024-04-02 10:51:41,12421966671,1,Claims,7,claims,30,3.4,Change coverage level,follow_up_needed,Payment processed successfully,2.0,False
-4840,2024-04-02 11:02:09,16500699961,4,New Quote,5,general,202,7.9,Ask about discounts,resolved,"Information provided, no action needed",3.0,True
-4841,2024-04-02 11:14:42,14622507543,1,Claims,2,claims,129,4.9,Dispute claim denial,follow_up_needed,Transferred to supervisor,3.0,False
-4842,2024-04-02 11:16:13,17467620081,3,Policy Changes,6,general,182,7.1,Remove vehicle from policy,resolved,"Information provided, no action needed",3.0,True
-4843,2024-04-02 11:19:29,13871098630,2,Billing & Payments,4,billing,206,9.6,Payment not processed,follow_up_needed,"Claim filed, reference number provided",2.0,False
-4844,2024-04-02 11:19:50,15291911179,4,New Quote,5,general,192,3.1,Update address,resolved,Customer requested manager,4.0,True
-4845,2024-04-02 11:24:02,19782878192,3,Policy Changes,6,general,72,11.3,Inquire about premium increase,follow_up_needed,Customer disconnected before resolution,5.0,False
-4846,2024-04-02 11:29:13,14572315919,1,Claims,7,claims,17,3.9,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,3.0,True
-4847,2024-04-02 11:36:59,14875787856,1,Claims,1,claims,87,6.2,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,3.0,True
-4848,2024-04-02 11:39:44,15065220226,2,Billing & Payments,8,billing,197,6.1,Claim status inquiry,resolved,"Claim filed, reference number provided",3.0,True
-4849,2024-04-02 11:47:51,14841878850,1,Claims,7,claims,139,6.3,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-4850,2024-04-02 11:50:12,15251282847,2,Billing & Payments,3,billing,237,5.1,Filing new auto claim,resolved,Customer disconnected before resolution,3.0,True
-4851,2024-04-02 11:53:03,13007089288,1,Claims,2,claims,75,6.7,Update payment method,follow_up_needed,Customer disconnected before resolution,2.0,False
-4852,2024-04-02 12:18:56,13316602648,1,Claims,7,claims,0,6.8,Ask about deductible,resolved,Customer disconnected before resolution,2.0,True
-4853,2024-04-02 12:28:08,17328491614,3,Policy Changes,5,general,0,0.5,Claim status inquiry,transferred,Payment processed successfully,3.0,False
-4854,2024-04-02 12:38:14,12090477020,1,Claims,2,claims,21,5.4,Inquire about premium increase,resolved,Payment processed successfully,5.0,True
-4855,2024-04-02 12:41:04,12705331431,1,Claims,7,claims,60,3.9,Cancel policy,resolved,Escalated to claims adjuster,5.0,True
-4856,2024-04-02 12:45:05,17644075342,3,Policy Changes,6,general,79,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-4857,2024-04-02 12:46:20,17350467233,2,Billing & Payments,3,billing,131,5.8,Dispute claim denial,follow_up_needed,Customer requested manager,3.0,False
-4858,2024-04-02 12:53:32,16648882595,4,New Quote,6,general,211,10.1,Add driver to policy,resolved,Policy updated per customer request,3.0,True
-4859,2024-04-02 13:09:58,19385224230,2,Billing & Payments,4,billing,0,2.4,Dispute claim denial,follow_up_needed,Customer requested manager,4.0,False
-4860,2024-04-02 13:34:54,12164205454,1,Claims,2,claims,149,9.0,Change coverage level,resolved,Customer disconnected before resolution,3.0,True
-4861,2024-04-02 13:36:16,17267293147,3,Policy Changes,5,general,198,9.2,Payment not processed,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-4862,2024-04-02 13:40:09,18881009718,1,Claims,7,claims,61,7.2,Dispute claim denial,resolved,Customer requested manager,4.0,True
-4863,2024-04-02 13:43:38,13859938528,2,Billing & Payments,3,billing,200,6.4,Update payment method,follow_up_needed,Resolved on first call,3.0,False
-4864,2024-04-02 14:07:03,17406783605,1,Claims,2,claims,23,8.4,Inquire about premium increase,resolved,"Claim filed, reference number provided",4.0,True
-4865,2024-04-02 14:12:51,12888831030,2,Billing & Payments,8,billing,88,9.6,Remove vehicle from policy,resolved,"Information provided, no action needed",3.0,True
-4866,2024-04-02 14:24:32,17827671932,1,Claims,1,claims,205,8.4,Payment not processed,follow_up_needed,Customer disconnected before resolution,3.0,False
-4867,2024-04-02 14:29:13,12134756313,3,Policy Changes,6,general,25,9.4,Cancel policy,resolved,Policy updated per customer request,5.0,True
-4868,2024-04-02 15:06:36,13870475361,1,Claims,2,claims,218,7.4,Cancel policy,follow_up_needed,"Claim filed, reference number provided",4.0,False
-4869,2024-04-02 15:14:30,13621898674,3,Policy Changes,6,general,0,8.4,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-4870,2024-04-02 15:18:56,16773060780,2,Billing & Payments,3,billing,99,5.9,Reinstate lapsed policy,resolved,Transferred to supervisor,3.0,True
-4871,2024-04-02 15:27:57,14737509907,0,Speak to Agent,6,general,292,12.4,Update address,follow_up_needed,Customer disconnected before resolution,5.0,False
-4872,2024-04-02 15:33:52,19847984481,0,Speak to Agent,5,general,75,3.0,Remove vehicle from policy,follow_up_needed,Resolved on first call,2.0,False
-4873,2024-04-02 15:34:36,13945437221,3,Policy Changes,6,general,103,6.5,Add driver to policy,follow_up_needed,Resolved on first call,2.0,False
-4874,2024-04-02 15:35:10,15411853839,1,Claims,7,claims,228,9.9,Remove vehicle from policy,resolved,Resolved on first call,3.0,True
-4875,2024-04-02 15:59:42,19727417469,1,Claims,1,claims,162,7.5,Inquire about premium increase,resolved,Callback scheduled for tomorrow,5.0,True
-4876,2024-04-02 16:07:32,19472161789,3,Policy Changes,5,general,73,4.2,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-4877,2024-04-02 16:21:36,12935441745,4,New Quote,6,general,124,5.1,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-4878,2024-04-02 16:40:45,18277568734,2,Billing & Payments,4,billing,147,5.0,Request proof of insurance,resolved,Customer disconnected before resolution,4.0,True
-4879,2024-04-02 16:48:21,14082474895,4,New Quote,5,general,17,5.3,Add driver to policy,resolved,"Claim filed, reference number provided",4.0,True
-4880,2024-04-02 16:59:54,19449639922,2,Billing & Payments,4,billing,100,3.6,Complaint about service,follow_up_needed,Transferred to supervisor,5.0,False
-4881,2024-04-02 17:06:09,19915932536,1,Claims,1,claims,148,10.7,Dispute claim denial,resolved,Payment processed successfully,4.0,True
-4882,2024-04-02 17:17:21,17008167200,4,New Quote,5,general,188,5.2,General coverage question,follow_up_needed,Payment processed successfully,3.0,False
-4883,2024-04-02 17:50:05,12940864713,4,New Quote,5,general,45,3.7,Inquire about premium increase,follow_up_needed,Payment processed successfully,4.0,False
-4884,2024-04-02 17:57:29,12839880637,0,Speak to Agent,6,general,113,13.6,Change coverage level,resolved,"Information provided, no action needed",5.0,True
-4885,2024-04-02 18:03:14,15415003457,4,New Quote,6,general,60,8.4,Payment not processed,resolved,Resolved on first call,4.0,True
-4886,2024-04-02 18:10:45,16570466460,0,Speak to Agent,5,general,0,7.8,Report accident,resolved,Customer requested manager,5.0,True
-4887,2024-04-02 18:19:59,16017174367,3,Policy Changes,5,general,60,5.9,Ask about deductible,resolved,Payment processed successfully,5.0,True
-4888,2024-04-02 18:21:51,16170134949,0,Speak to Agent,5,general,229,5.3,Request payment plan,resolved,Callback scheduled for tomorrow,3.0,True
-4889,2024-04-02 18:32:03,19355355675,0,Speak to Agent,5,general,151,0.0,Report accident,abandoned,Customer abandoned,,False
-4890,2024-04-03 07:00:20,13251963678,3,Policy Changes,5,general,110,3.5,Remove vehicle from policy,resolved,Transferred to supervisor,4.0,True
-4891,2024-04-03 07:05:04,14800437671,4,New Quote,5,general,140,7.6,Claim status inquiry,resolved,Customer disconnected before resolution,5.0,True
-4892,2024-04-03 07:17:41,15136910662,1,Claims,1,claims,107,5.6,Ask about discounts,resolved,Customer requested manager,3.0,True
-4893,2024-04-03 07:49:54,17695499677,2,Billing & Payments,3,billing,75,0.5,General coverage question,resolved,Customer disconnected before resolution,5.0,True
-4894,2024-04-03 08:04:00,14570647120,2,Billing & Payments,8,billing,65,3.3,Report accident,resolved,Resolved on first call,3.0,True
-4895,2024-04-03 08:06:52,19613689079,0,Speak to Agent,6,general,269,10.4,Reinstate lapsed policy,resolved,Transferred to supervisor,3.0,True
-4896,2024-04-03 08:48:18,18057658189,0,Speak to Agent,5,general,41,7.4,Payment not processed,follow_up_needed,Policy updated per customer request,2.0,False
-4897,2024-04-03 09:08:17,15783832680,0,Speak to Agent,5,general,122,2.0,Ask about discounts,follow_up_needed,Resolved on first call,2.0,False
-4898,2024-04-03 09:09:26,12591629995,1,Claims,1,claims,245,9.0,Update address,resolved,Resolved on first call,4.0,True
-4899,2024-04-03 09:14:17,15578759827,0,Speak to Agent,5,general,0,7.9,Ask about discounts,resolved,Escalated to claims adjuster,5.0,True
-4900,2024-04-03 09:16:07,18083531859,4,New Quote,5,general,157,1.3,Report accident,resolved,Policy updated per customer request,3.0,True
-4901,2024-04-03 09:29:58,18362901415,2,Billing & Payments,4,billing,9,10.0,Report accident,resolved,Escalated to claims adjuster,3.0,True
-4902,2024-04-03 09:38:56,18963010131,4,New Quote,6,general,60,7.5,Remove vehicle from policy,resolved,"Claim filed, reference number provided",3.0,True
-4903,2024-04-03 09:44:28,19667814714,1,Claims,7,claims,44,6.6,Filing new auto claim,resolved,Transferred to supervisor,3.0,True
-4904,2024-04-03 09:44:49,12882501895,2,Billing & Payments,4,billing,0,7.7,Payment not processed,resolved,"Claim filed, reference number provided",4.0,True
-4905,2024-04-03 09:46:49,14219552383,1,Claims,2,claims,234,6.1,Ask about deductible,transferred,Callback scheduled for tomorrow,1.0,False
-4906,2024-04-03 09:48:30,16351194755,1,Claims,7,claims,237,0.0,Update address,abandoned,Customer abandoned,,False
-4907,2024-04-03 09:50:00,13782373409,1,Claims,2,claims,64,9.8,Ask about discounts,transferred,Payment processed successfully,3.0,False
-4908,2024-04-03 09:58:13,17621802366,1,Claims,7,claims,128,6.7,General coverage question,resolved,"Claim filed, reference number provided",5.0,True
-4909,2024-04-03 10:02:07,16378383871,0,Speak to Agent,6,general,124,6.5,Dispute claim denial,follow_up_needed,Transferred to supervisor,4.0,False
-4910,2024-04-03 10:12:23,15134246951,4,New Quote,5,general,144,5.8,Update address,resolved,Transferred to supervisor,4.0,True
-4911,2024-04-03 10:17:08,14385771067,0,Speak to Agent,5,general,244,5.3,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-4912,2024-04-03 10:29:28,12028568572,0,Speak to Agent,6,general,247,5.4,Reinstate lapsed policy,resolved,Payment processed successfully,5.0,True
-4913,2024-04-03 10:48:42,17799525631,1,Claims,1,claims,185,8.3,Cancel policy,resolved,"Information provided, no action needed",2.0,True
-4914,2024-04-03 11:00:47,17214226960,2,Billing & Payments,4,billing,157,3.9,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-4915,2024-04-03 11:06:22,12765444780,4,New Quote,5,general,37,9.1,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-4916,2024-04-03 11:12:10,17535718551,1,Claims,2,claims,217,8.5,Dispute claim denial,resolved,Customer disconnected before resolution,4.0,True
-4917,2024-04-03 11:13:35,12060948127,4,New Quote,6,general,231,6.2,Update address,follow_up_needed,Customer disconnected before resolution,3.0,False
-4918,2024-04-03 11:24:39,15161327766,0,Speak to Agent,6,general,0,10.8,Inquire about premium increase,resolved,Policy updated per customer request,4.0,True
-4919,2024-04-03 11:25:05,12723829675,1,Claims,1,claims,255,5.6,Payment not processed,resolved,Customer disconnected before resolution,4.0,True
-4920,2024-04-03 11:43:45,15490010687,0,Speak to Agent,5,general,119,3.3,Claim status inquiry,follow_up_needed,Customer requested manager,3.0,False
-4921,2024-04-03 11:51:33,19557833225,3,Policy Changes,5,general,121,8.5,Report accident,follow_up_needed,"Information provided, no action needed",3.0,False
-4922,2024-04-03 11:58:38,18094841106,4,New Quote,6,general,45,0.0,Update address,abandoned,Customer abandoned,,False
-4923,2024-04-03 12:05:30,18425769389,3,Policy Changes,5,general,0,0.7,Cancel policy,follow_up_needed,Payment processed successfully,5.0,False
-4924,2024-04-03 12:10:30,16635157821,2,Billing & Payments,4,billing,308,5.9,Complaint about service,resolved,Payment processed successfully,4.0,True
-4925,2024-04-03 13:07:18,15663721615,1,Claims,1,claims,206,4.4,Complaint about service,resolved,Customer requested manager,5.0,True
-4926,2024-04-03 13:28:37,13842924877,3,Policy Changes,6,general,234,6.4,General coverage question,resolved,Customer disconnected before resolution,5.0,True
-4927,2024-04-03 13:42:10,16580624392,1,Claims,2,claims,126,5.8,Change coverage level,transferred,Resolved on first call,5.0,False
-4928,2024-04-03 13:43:48,19861710065,4,New Quote,6,general,166,10.3,Inquire about premium increase,follow_up_needed,Transferred to supervisor,4.0,False
-4929,2024-04-03 14:06:11,19606241920,4,New Quote,5,general,25,7.2,Claim status inquiry,resolved,"Claim filed, reference number provided",4.0,True
-4930,2024-04-03 14:17:46,14185599409,3,Policy Changes,6,general,85,6.7,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-4931,2024-04-03 14:33:33,15354814658,0,Speak to Agent,5,general,114,7.1,Claim status inquiry,follow_up_needed,Escalated to claims adjuster,5.0,False
-4932,2024-04-03 14:36:48,13527713660,3,Policy Changes,6,general,168,12.3,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-4933,2024-04-03 14:49:02,18786211585,3,Policy Changes,6,general,145,8.9,Claim status inquiry,resolved,Policy updated per customer request,3.0,True
-4934,2024-04-03 15:03:18,12074429869,4,New Quote,6,general,0,8.3,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-4935,2024-04-03 15:06:26,17803708742,0,Speak to Agent,5,general,177,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-4936,2024-04-03 15:10:56,13459114115,4,New Quote,5,general,158,5.8,Report accident,transferred,Customer disconnected before resolution,5.0,False
-4937,2024-04-03 15:17:31,17490992650,4,New Quote,5,general,247,2.8,General coverage question,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-4938,2024-04-03 15:21:01,19097235220,0,Speak to Agent,6,general,77,11.2,Inquire about premium increase,resolved,Callback scheduled for tomorrow,3.0,True
-4939,2024-04-03 15:39:17,14966781871,1,Claims,7,claims,124,8.1,Add driver to policy,transferred,Customer requested manager,4.0,False
-4940,2024-04-03 15:46:53,13626777047,3,Policy Changes,5,general,8,4.1,Cancel policy,resolved,Customer requested manager,5.0,True
-4941,2024-04-03 15:51:21,19573495388,2,Billing & Payments,4,billing,128,4.8,Complaint about service,transferred,Transferred to supervisor,3.0,False
-4942,2024-04-03 16:03:41,18964923153,4,New Quote,6,general,0,12.7,Request ID cards,resolved,Resolved on first call,4.0,True
-4943,2024-04-03 16:32:22,12169668331,0,Speak to Agent,6,general,118,10.9,General coverage question,resolved,Customer requested manager,4.0,True
-4944,2024-04-03 16:48:07,17283551721,3,Policy Changes,6,general,60,0.0,General coverage question,abandoned,Customer abandoned,,False
-4945,2024-04-03 17:12:49,15862654844,4,New Quote,5,general,36,0.5,Request payment plan,resolved,Customer requested manager,3.0,True
-4946,2024-04-03 17:13:54,18991907670,0,Speak to Agent,5,general,174,8.7,Reinstate lapsed policy,transferred,Customer requested manager,4.0,False
-4947,2024-04-03 17:27:28,15868098707,1,Claims,2,claims,66,11.7,Complaint about service,resolved,Policy updated per customer request,3.0,True
-4948,2024-04-03 17:29:45,13112056739,2,Billing & Payments,3,billing,116,4.7,Reinstate lapsed policy,resolved,"Information provided, no action needed",4.0,True
-4949,2024-04-03 17:36:50,12683458424,1,Claims,2,claims,142,5.5,Ask about discounts,resolved,Customer requested manager,4.0,True
-4950,2024-04-03 18:03:21,14832676830,1,Claims,1,claims,16,6.2,Filing new auto claim,resolved,Customer requested manager,4.0,True
-4951,2024-04-03 18:05:11,16946310568,1,Claims,2,claims,181,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-4952,2024-04-03 18:32:24,15819753825,4,New Quote,6,general,126,5.9,Request payment plan,resolved,Customer disconnected before resolution,3.0,True
-4953,2024-04-03 18:45:02,13364997858,0,Speak to Agent,6,general,15,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-4954,2024-04-04 07:01:13,13421954620,4,New Quote,6,general,114,10.9,Cancel policy,resolved,Resolved on first call,4.0,True
-4955,2024-04-04 07:07:35,15447279954,4,New Quote,5,general,118,3.2,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,5.0,False
-4956,2024-04-04 07:07:53,16942862236,0,Speak to Agent,6,general,6,12.4,Payment not processed,resolved,Customer requested manager,3.0,True
-4957,2024-04-04 07:18:23,19290914982,1,Claims,7,claims,128,4.3,Reinstate lapsed policy,transferred,"Information provided, no action needed",3.0,False
-4958,2024-04-04 07:26:25,13525252879,3,Policy Changes,5,general,306,3.4,Dispute claim denial,transferred,Callback scheduled for tomorrow,3.0,False
-4959,2024-04-04 07:26:43,19547010151,3,Policy Changes,5,general,51,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-4960,2024-04-04 07:55:48,17440433703,3,Policy Changes,5,general,23,4.6,Remove vehicle from policy,transferred,"Claim filed, reference number provided",2.0,False
-4961,2024-04-04 07:55:56,18123311485,4,New Quote,6,general,221,7.5,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-4962,2024-04-04 08:08:00,12487438692,3,Policy Changes,5,general,162,4.6,Change coverage level,resolved,Customer requested manager,3.0,True
-4963,2024-04-04 08:19:01,12413978205,4,New Quote,6,general,0,9.6,General coverage question,resolved,Policy updated per customer request,5.0,True
-4964,2024-04-04 08:35:08,13798962429,0,Speak to Agent,5,general,243,7.3,Cancel policy,resolved,Callback scheduled for tomorrow,3.0,True
-4965,2024-04-04 08:38:54,18611115031,0,Speak to Agent,5,general,231,3.5,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-4966,2024-04-04 08:41:39,12029992056,1,Claims,1,claims,87,9.8,Filing new auto claim,resolved,Callback scheduled for tomorrow,4.0,True
-4967,2024-04-04 09:03:43,14567268020,0,Speak to Agent,5,general,38,1.8,Ask about deductible,follow_up_needed,Resolved on first call,2.0,False
-4968,2024-04-04 09:09:23,14087407443,4,New Quote,5,general,0,1.7,Add driver to policy,transferred,Escalated to claims adjuster,3.0,False
-4969,2024-04-04 09:16:17,15331241238,4,New Quote,5,general,30,2.4,Ask about discounts,resolved,Customer requested manager,5.0,True
-4970,2024-04-04 09:21:32,12663108888,4,New Quote,5,general,214,7.2,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-4971,2024-04-04 09:34:11,13683997123,4,New Quote,5,general,39,5.3,Claim status inquiry,resolved,Customer disconnected before resolution,3.0,True
-4972,2024-04-04 09:36:34,14749612567,2,Billing & Payments,3,billing,164,9.1,Add driver to policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-4973,2024-04-04 09:40:11,12129655896,3,Policy Changes,6,general,200,6.5,Payment not processed,transferred,Payment processed successfully,2.0,False
-4974,2024-04-04 09:43:30,19341771421,4,New Quote,5,general,311,6.6,Update address,resolved,"Claim filed, reference number provided",5.0,True
-4975,2024-04-04 09:55:58,19151869908,2,Billing & Payments,8,billing,122,4.3,Ask about discounts,transferred,Escalated to claims adjuster,4.0,False
-4976,2024-04-04 10:03:55,19151317079,2,Billing & Payments,8,billing,43,3.3,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-4977,2024-04-04 10:39:16,12861641258,1,Claims,1,claims,0,6.9,Complaint about service,follow_up_needed,Customer requested manager,4.0,False
-4978,2024-04-04 10:41:20,17208098525,0,Speak to Agent,5,general,204,7.5,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-4979,2024-04-04 11:28:50,17883544771,0,Speak to Agent,5,general,40,4.0,Update payment method,resolved,"Claim filed, reference number provided",3.0,True
-4980,2024-04-04 11:44:31,15458777500,1,Claims,7,claims,85,10.1,Ask about deductible,resolved,"Information provided, no action needed",5.0,True
-4981,2024-04-04 12:17:01,14024816388,0,Speak to Agent,5,general,179,5.2,Inquire about premium increase,follow_up_needed,Resolved on first call,3.0,False
-4982,2024-04-04 12:27:22,16875926231,4,New Quote,5,general,130,5.8,Filing new auto claim,resolved,Policy updated per customer request,4.0,True
-4983,2024-04-04 12:35:47,12377776464,2,Billing & Payments,8,billing,0,6.4,Claim status inquiry,resolved,Escalated to claims adjuster,4.0,True
-4984,2024-04-04 12:51:29,17924171268,1,Claims,7,claims,188,7.3,Ask about discounts,follow_up_needed,Transferred to supervisor,5.0,False
-4985,2024-04-04 13:07:06,14698851340,1,Claims,1,claims,161,5.7,Request payment plan,resolved,Payment processed successfully,3.0,True
-4986,2024-04-04 13:09:10,12655838883,2,Billing & Payments,3,billing,81,7.7,Update payment method,transferred,Policy updated per customer request,4.0,False
-4987,2024-04-04 13:11:06,16467961159,4,New Quote,5,general,77,5.0,Request proof of insurance,resolved,Transferred to supervisor,5.0,True
-4988,2024-04-04 13:19:46,18824031304,2,Billing & Payments,3,billing,0,3.8,General coverage question,follow_up_needed,"Claim filed, reference number provided",3.0,False
-4989,2024-04-04 13:22:04,15702535813,1,Claims,2,claims,204,6.1,Ask about discounts,follow_up_needed,"Claim filed, reference number provided",4.0,False
-4990,2024-04-04 13:34:56,13598753031,4,New Quote,6,general,178,12.0,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-4991,2024-04-04 14:00:47,12945034804,0,Speak to Agent,6,general,55,7.2,Ask about deductible,resolved,Payment processed successfully,3.0,True
-4992,2024-04-04 14:15:14,15989533113,0,Speak to Agent,6,general,157,6.9,Ask about deductible,transferred,"Claim filed, reference number provided",3.0,False
-4993,2024-04-04 14:29:05,18187400806,3,Policy Changes,5,general,168,5.8,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-4994,2024-04-04 14:49:42,13715879991,0,Speak to Agent,5,general,106,4.1,Complaint about service,follow_up_needed,Customer disconnected before resolution,2.0,False
-4995,2024-04-04 15:05:38,18942950440,2,Billing & Payments,8,billing,271,4.2,Dispute claim denial,resolved,"Information provided, no action needed",5.0,True
-4996,2024-04-04 15:26:56,18400624552,1,Claims,7,claims,63,3.7,Dispute claim denial,resolved,"Claim filed, reference number provided",3.0,True
-4997,2024-04-04 15:29:19,16346087497,3,Policy Changes,5,general,54,6.7,Reinstate lapsed policy,resolved,Payment processed successfully,3.0,True
-4998,2024-04-04 15:44:29,12825276569,1,Claims,7,claims,124,0.5,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-4999,2024-04-04 15:44:38,12842161262,4,New Quote,6,general,66,7.1,Ask about deductible,follow_up_needed,"Information provided, no action needed",4.0,False
-5000,2024-04-04 15:44:55,13436651993,2,Billing & Payments,8,billing,72,2.5,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-5001,2024-04-04 16:00:01,12252589328,4,New Quote,6,general,144,6.5,Request payment plan,transferred,"Claim filed, reference number provided",3.0,False
-5002,2024-04-04 16:03:24,12097723703,3,Policy Changes,5,general,0,5.9,Change coverage level,resolved,"Claim filed, reference number provided",5.0,True
-5003,2024-04-04 16:10:38,13079619286,4,New Quote,6,general,113,11.1,Reinstate lapsed policy,resolved,Escalated to claims adjuster,3.0,True
-5004,2024-04-04 16:11:38,18738212266,2,Billing & Payments,8,billing,111,3.7,Request payment plan,follow_up_needed,"Information provided, no action needed",3.0,False
-5005,2024-04-04 16:12:14,13395592361,3,Policy Changes,5,general,75,4.8,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-5006,2024-04-04 16:17:51,15120500720,3,Policy Changes,5,general,114,2.4,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-5007,2024-04-04 16:26:56,18490676761,2,Billing & Payments,3,billing,138,6.7,Update payment method,resolved,Payment processed successfully,3.0,True
-5008,2024-04-04 16:38:04,16398493636,4,New Quote,5,general,55,6.1,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-5009,2024-04-04 16:49:17,16749084053,2,Billing & Payments,3,billing,0,5.4,Inquire about premium increase,resolved,Transferred to supervisor,2.0,True
-5010,2024-04-04 16:54:10,19262368889,1,Claims,1,claims,178,5.3,Filing new auto claim,follow_up_needed,Customer disconnected before resolution,3.0,False
-5011,2024-04-04 16:54:41,18687506634,3,Policy Changes,5,general,102,8.0,Update payment method,follow_up_needed,Escalated to claims adjuster,5.0,False
-5012,2024-04-04 16:56:39,15111904706,4,New Quote,5,general,11,10.4,Request payment plan,resolved,Payment processed successfully,4.0,True
-5013,2024-04-04 17:07:01,19483757388,0,Speak to Agent,6,general,0,8.6,Cancel policy,resolved,Resolved on first call,4.0,True
-5014,2024-04-04 17:10:57,17412691425,1,Claims,2,claims,290,7.0,Payment not processed,resolved,Customer requested manager,4.0,True
-5015,2024-04-04 17:15:11,19378861107,2,Billing & Payments,3,billing,47,6.2,Request payment plan,resolved,Payment processed successfully,5.0,True
-5016,2024-04-04 17:18:24,12970891878,2,Billing & Payments,3,billing,27,1.6,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-5017,2024-04-04 17:27:15,19578116177,1,Claims,1,claims,127,6.2,Report accident,transferred,Customer disconnected before resolution,2.0,False
-5018,2024-04-04 17:29:24,13805347485,1,Claims,1,claims,71,3.9,Filing new auto claim,resolved,Callback scheduled for tomorrow,4.0,True
-5019,2024-04-04 17:58:15,17212575583,1,Claims,2,claims,55,7.9,Filing new auto claim,resolved,"Claim filed, reference number provided",3.0,True
-5020,2024-04-04 18:21:45,14607928362,2,Billing & Payments,4,billing,59,4.4,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-5021,2024-04-04 18:25:05,15417418290,1,Claims,2,claims,189,10.2,Dispute claim denial,transferred,Payment processed successfully,2.0,False
-5022,2024-04-05 07:07:38,13011589477,3,Policy Changes,5,general,184,5.9,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-5023,2024-04-05 07:16:29,19142592640,3,Policy Changes,6,general,0,5.8,Update address,resolved,Callback scheduled for tomorrow,4.0,True
-5024,2024-04-05 07:32:49,13919265000,1,Claims,7,claims,89,5.3,Claim status inquiry,resolved,Customer requested manager,4.0,True
-5025,2024-04-05 07:35:46,12664165845,2,Billing & Payments,8,billing,198,3.9,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-5026,2024-04-05 07:48:06,13681540557,0,Speak to Agent,6,general,184,8.6,Payment not processed,resolved,Policy updated per customer request,5.0,True
-5027,2024-04-05 08:32:04,13669512651,4,New Quote,6,general,281,10.1,Report accident,resolved,Transferred to supervisor,3.0,True
-5028,2024-04-05 08:45:09,18009782570,2,Billing & Payments,3,billing,116,3.3,Request ID cards,resolved,"Information provided, no action needed",5.0,True
-5029,2024-04-05 08:45:17,19787526311,2,Billing & Payments,4,billing,237,8.5,Update payment method,transferred,Callback scheduled for tomorrow,3.0,False
-5030,2024-04-05 08:49:06,12061309079,1,Claims,2,claims,101,10.7,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-5031,2024-04-05 08:54:41,18162814635,0,Speak to Agent,5,general,221,6.0,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-5032,2024-04-05 09:11:02,12448506644,2,Billing & Payments,8,billing,232,1.2,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,1.0,False
-5033,2024-04-05 09:12:37,12629210186,4,New Quote,6,general,99,8.3,Claim status inquiry,resolved,Customer requested manager,4.0,True
-5034,2024-04-05 09:14:32,12285626817,3,Policy Changes,6,general,109,9.3,Cancel policy,resolved,Callback scheduled for tomorrow,4.0,True
-5035,2024-04-05 09:19:50,19019700205,1,Claims,1,claims,97,1.7,Request payment plan,follow_up_needed,Escalated to claims adjuster,2.0,False
-5036,2024-04-05 09:21:54,16789510860,0,Speak to Agent,6,general,18,5.5,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-5037,2024-04-05 09:23:35,14116958508,0,Speak to Agent,6,general,107,11.3,Inquire about premium increase,follow_up_needed,Payment processed successfully,3.0,False
-5038,2024-04-05 09:39:50,19347980020,4,New Quote,5,general,79,2.3,Request ID cards,follow_up_needed,Payment processed successfully,3.0,False
-5039,2024-04-05 09:52:11,15986590592,3,Policy Changes,5,general,194,4.7,Claim status inquiry,resolved,Escalated to claims adjuster,5.0,True
-5040,2024-04-05 10:09:05,19127756908,3,Policy Changes,6,general,161,0.0,Update address,abandoned,Customer abandoned,,False
-5041,2024-04-05 10:13:08,16230390714,3,Policy Changes,5,general,97,0.0,Update payment method,abandoned,Customer abandoned,,False
-5042,2024-04-05 10:26:13,16873456108,3,Policy Changes,5,general,89,7.2,Remove vehicle from policy,resolved,"Information provided, no action needed",5.0,True
-5043,2024-04-05 10:27:45,18054801928,4,New Quote,6,general,17,10.6,Filing new auto claim,resolved,Escalated to claims adjuster,5.0,True
-5044,2024-04-05 10:34:53,16531310512,3,Policy Changes,6,general,167,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-5045,2024-04-05 11:01:30,17988102934,4,New Quote,6,general,98,10.7,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-5046,2024-04-05 11:09:33,14132386154,2,Billing & Payments,3,billing,253,7.8,Add driver to policy,resolved,Escalated to claims adjuster,5.0,True
-5047,2024-04-05 11:27:12,19641314007,0,Speak to Agent,5,general,123,4.4,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",3.0,False
-5048,2024-04-05 11:29:13,13734380018,2,Billing & Payments,3,billing,202,0.0,Update address,abandoned,Customer abandoned,,False
-5049,2024-04-05 11:38:23,14938768646,2,Billing & Payments,3,billing,94,2.4,Cancel policy,transferred,Resolved on first call,4.0,False
-5050,2024-04-05 11:43:32,19481201601,1,Claims,2,claims,63,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-5051,2024-04-05 11:43:44,12643669166,3,Policy Changes,6,general,20,11.0,Payment not processed,resolved,Customer disconnected before resolution,3.0,True
-5052,2024-04-05 11:45:12,14511020193,4,New Quote,6,general,0,7.6,Claim status inquiry,follow_up_needed,"Information provided, no action needed",4.0,False
-5053,2024-04-05 12:11:20,12483260614,1,Claims,7,claims,12,8.4,Dispute claim denial,resolved,"Claim filed, reference number provided",5.0,True
-5054,2024-04-05 12:15:39,12024629111,4,New Quote,6,general,159,7.1,Claim status inquiry,resolved,Customer requested manager,4.0,True
-5055,2024-04-05 12:25:44,12917814145,0,Speak to Agent,5,general,87,2.6,Cancel policy,transferred,Customer disconnected before resolution,3.0,False
-5056,2024-04-05 12:26:33,15241351605,4,New Quote,6,general,32,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-5057,2024-04-05 12:37:26,13026588410,4,New Quote,5,general,97,2.2,Update address,resolved,Policy updated per customer request,2.0,True
-5058,2024-04-05 12:57:53,14887954339,4,New Quote,6,general,62,10.1,Cancel policy,resolved,Policy updated per customer request,3.0,True
-5059,2024-04-05 13:39:34,15409862364,3,Policy Changes,5,general,227,8.6,Ask about deductible,transferred,Transferred to supervisor,4.0,False
-5060,2024-04-05 14:07:33,14599115418,1,Claims,7,claims,50,0.0,Update payment method,abandoned,Customer abandoned,,False
-5061,2024-04-05 14:26:54,16051812676,2,Billing & Payments,8,billing,158,0.5,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-5062,2024-04-05 14:50:15,12364910569,2,Billing & Payments,8,billing,131,7.8,Change coverage level,resolved,Payment processed successfully,3.0,True
-5063,2024-04-05 14:55:33,19876696524,4,New Quote,6,general,140,0.0,Complaint about service,abandoned,Customer abandoned,,False
-5064,2024-04-05 15:15:11,14555517375,4,New Quote,5,general,71,0.9,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-5065,2024-04-05 15:32:40,17390065446,3,Policy Changes,5,general,92,2.2,Filing new auto claim,follow_up_needed,"Claim filed, reference number provided",4.0,False
-5066,2024-04-05 15:34:20,18545015315,2,Billing & Payments,4,billing,141,6.9,Dispute claim denial,resolved,Payment processed successfully,3.0,True
-5067,2024-04-05 15:34:53,14097869382,4,New Quote,5,general,115,2.9,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,3.0,True
-5068,2024-04-05 15:38:39,14816406571,0,Speak to Agent,5,general,0,3.0,Filing new auto claim,resolved,Customer disconnected before resolution,3.0,True
-5069,2024-04-05 15:42:14,12531734953,1,Claims,2,claims,271,6.4,Payment not processed,resolved,Callback scheduled for tomorrow,4.0,True
-5070,2024-04-05 15:46:12,15444584668,4,New Quote,6,general,147,9.5,Payment not processed,resolved,Transferred to supervisor,5.0,True
-5071,2024-04-05 15:51:29,14244205504,4,New Quote,6,general,105,8.2,Request payment plan,transferred,Policy updated per customer request,3.0,False
-5072,2024-04-05 15:54:26,14000101380,4,New Quote,5,general,58,0.0,Cancel policy,abandoned,Customer abandoned,,False
-5073,2024-04-05 16:04:12,19148924652,4,New Quote,6,general,35,8.6,Request proof of insurance,resolved,Resolved on first call,5.0,True
-5074,2024-04-05 16:19:04,17226525450,0,Speak to Agent,5,general,99,0.5,Update payment method,resolved,Resolved on first call,4.0,True
-5075,2024-04-05 16:19:29,12255491266,1,Claims,2,claims,247,8.6,Dispute claim denial,resolved,Payment processed successfully,5.0,True
-5076,2024-04-05 16:21:47,14347497403,3,Policy Changes,5,general,81,2.4,Filing new auto claim,follow_up_needed,Customer requested manager,2.0,False
-5077,2024-04-05 16:56:03,14721185989,3,Policy Changes,6,general,195,10.6,Update address,resolved,Policy updated per customer request,4.0,True
-5078,2024-04-05 17:01:19,13146468168,1,Claims,1,claims,0,7.6,Change coverage level,resolved,"Claim filed, reference number provided",5.0,True
-5079,2024-04-05 17:17:07,18283196719,1,Claims,7,claims,207,7.4,Add driver to policy,follow_up_needed,Payment processed successfully,4.0,False
-5080,2024-04-05 17:54:21,15812671329,0,Speak to Agent,6,general,106,9.3,Payment not processed,resolved,Resolved on first call,3.0,True
-5081,2024-04-05 18:07:39,16345091763,1,Claims,2,claims,212,7.2,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-5082,2024-04-05 18:15:41,15157518175,2,Billing & Payments,3,billing,164,5.4,Change coverage level,transferred,Customer requested manager,1.0,False
-5083,2024-04-05 18:37:06,13899046018,4,New Quote,6,general,97,8.8,Update payment method,transferred,"Information provided, no action needed",5.0,False
-5084,2024-04-05 18:39:08,18649576187,4,New Quote,6,general,123,7.1,Report accident,resolved,Customer disconnected before resolution,3.0,True
-5085,2024-04-05 18:47:52,13326744469,2,Billing & Payments,4,billing,67,4.8,Request ID cards,follow_up_needed,"Information provided, no action needed",4.0,False
-5086,2024-04-06 09:00:41,12826671748,0,Speak to Agent,6,general,99,6.9,Ask about deductible,transferred,Payment processed successfully,3.0,False
-5087,2024-04-06 09:16:22,14076753878,3,Policy Changes,5,general,264,5.1,Report accident,resolved,Policy updated per customer request,4.0,True
-5088,2024-04-06 09:38:46,19170392776,0,Speak to Agent,5,general,0,5.1,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-5089,2024-04-06 09:39:32,19269340537,2,Billing & Payments,3,billing,0,7.7,Ask about deductible,resolved,Resolved on first call,3.0,True
-5090,2024-04-06 09:43:21,12112993150,4,New Quote,6,general,48,9.1,Complaint about service,transferred,Resolved on first call,3.0,False
-5091,2024-04-06 10:00:50,13194455775,0,Speak to Agent,5,general,67,7.9,Report accident,resolved,Payment processed successfully,4.0,True
-5092,2024-04-06 10:29:08,16147206042,4,New Quote,6,general,165,9.9,General coverage question,resolved,Callback scheduled for tomorrow,5.0,True
-5093,2024-04-06 10:48:46,16473260170,4,New Quote,5,general,39,6.3,Payment not processed,resolved,Policy updated per customer request,4.0,True
-5094,2024-04-06 10:56:37,19771494262,2,Billing & Payments,3,billing,158,6.5,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-5095,2024-04-06 11:07:13,18168098609,0,Speak to Agent,5,general,186,5.2,Update address,resolved,Resolved on first call,4.0,True
-5096,2024-04-06 11:21:21,18478924982,3,Policy Changes,6,general,0,7.6,Request ID cards,resolved,Customer disconnected before resolution,5.0,True
-5097,2024-04-06 11:23:20,18659426430,2,Billing & Payments,4,billing,0,7.7,Request ID cards,transferred,Resolved on first call,3.0,False
-5098,2024-04-06 11:26:24,15496044833,1,Claims,1,claims,193,7.1,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-5099,2024-04-06 11:26:42,13023095413,3,Policy Changes,6,general,246,4.4,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-5100,2024-04-06 11:35:05,14321226169,1,Claims,1,claims,0,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-5101,2024-04-06 11:46:34,13435961013,1,Claims,1,claims,238,7.2,Remove vehicle from policy,follow_up_needed,Resolved on first call,5.0,False
-5102,2024-04-06 12:09:05,13542289995,2,Billing & Payments,8,billing,96,3.9,Cancel policy,resolved,Customer requested manager,4.0,True
-5103,2024-04-06 12:41:05,19973417691,4,New Quote,5,general,0,0.5,Cancel policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-5104,2024-04-06 12:47:59,12480008295,0,Speak to Agent,5,general,239,5.6,Request payment plan,resolved,Customer disconnected before resolution,3.0,True
-5105,2024-04-08 07:09:02,15624430928,1,Claims,1,claims,121,5.8,Inquire about premium increase,resolved,Resolved on first call,5.0,True
-5106,2024-04-08 07:10:49,19723385507,0,Speak to Agent,5,general,0,5.4,Payment not processed,resolved,Transferred to supervisor,5.0,True
-5107,2024-04-08 07:12:00,17988117076,4,New Quote,6,general,0,9.3,Claim status inquiry,resolved,Transferred to supervisor,3.0,True
-5108,2024-04-08 07:12:46,18465752487,4,New Quote,5,general,197,7.0,Complaint about service,resolved,Payment processed successfully,4.0,True
-5109,2024-04-08 07:14:44,19257578985,0,Speak to Agent,6,general,189,4.3,Change coverage level,resolved,Escalated to claims adjuster,5.0,True
-5110,2024-04-08 07:20:39,18855938807,0,Speak to Agent,6,general,34,10.9,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",1.0,False
-5111,2024-04-08 07:23:05,19049623854,2,Billing & Payments,3,billing,177,2.8,Claim status inquiry,transferred,Payment processed successfully,3.0,False
-5112,2024-04-08 07:23:15,15954186696,2,Billing & Payments,4,billing,30,8.9,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-5113,2024-04-08 07:27:03,12170824744,2,Billing & Payments,8,billing,0,5.6,Request proof of insurance,follow_up_needed,Escalated to claims adjuster,4.0,False
-5114,2024-04-08 07:38:13,17930531552,1,Claims,1,claims,0,9.9,Claim status inquiry,resolved,Transferred to supervisor,5.0,True
-5115,2024-04-08 08:00:35,19804446577,3,Policy Changes,5,general,113,3.4,Inquire about premium increase,resolved,Callback scheduled for tomorrow,3.0,True
-5116,2024-04-08 08:02:16,16166657360,3,Policy Changes,5,general,242,8.3,Complaint about service,resolved,"Information provided, no action needed",3.0,True
-5117,2024-04-08 08:09:53,17744602413,0,Speak to Agent,6,general,92,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-5118,2024-04-08 08:15:10,16894178895,1,Claims,2,claims,99,0.0,Report accident,abandoned,Customer abandoned,,False
-5119,2024-04-08 08:37:06,18831140677,4,New Quote,6,general,0,10.5,Report accident,transferred,Customer disconnected before resolution,1.0,False
-5120,2024-04-08 09:05:16,16232964330,4,New Quote,6,general,156,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-5121,2024-04-08 09:10:31,15341989873,4,New Quote,5,general,352,6.3,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-5122,2024-04-08 09:13:12,18943633580,4,New Quote,5,general,119,6.8,Change coverage level,resolved,Resolved on first call,3.0,True
-5123,2024-04-08 09:14:19,15732545754,3,Policy Changes,6,general,155,9.1,Complaint about service,resolved,Escalated to claims adjuster,3.0,True
-5124,2024-04-08 09:16:54,16846456524,0,Speak to Agent,5,general,0,6.8,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-5125,2024-04-08 09:21:36,13747960988,0,Speak to Agent,5,general,172,8.4,Reinstate lapsed policy,resolved,Customer disconnected before resolution,2.0,True
-5126,2024-04-08 09:24:53,16765976762,4,New Quote,6,general,286,0.0,Request ID cards,abandoned,Customer abandoned,,False
-5127,2024-04-08 09:26:29,13991965358,2,Billing & Payments,4,billing,107,2.9,General coverage question,resolved,Escalated to claims adjuster,4.0,True
-5128,2024-04-08 09:29:49,17961510600,2,Billing & Payments,4,billing,238,7.5,General coverage question,resolved,"Information provided, no action needed",3.0,True
-5129,2024-04-08 09:49:56,18982179381,3,Policy Changes,5,general,200,4.4,Inquire about premium increase,resolved,Payment processed successfully,5.0,True
-5130,2024-04-08 09:50:00,16575118436,0,Speak to Agent,6,general,88,6.4,Request ID cards,resolved,Transferred to supervisor,4.0,True
-5131,2024-04-08 09:51:12,13603362517,1,Claims,2,claims,255,4.2,Report accident,resolved,Escalated to claims adjuster,4.0,True
-5132,2024-04-08 09:57:12,19324342218,1,Claims,1,claims,112,5.7,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-5133,2024-04-08 09:57:39,19888954198,0,Speak to Agent,5,general,13,3.6,Report accident,follow_up_needed,Escalated to claims adjuster,4.0,False
-5134,2024-04-08 09:59:52,17013055887,3,Policy Changes,6,general,114,4.3,Update payment method,transferred,Payment processed successfully,2.0,False
-5135,2024-04-08 10:07:24,17778125603,1,Claims,1,claims,271,5.0,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-5136,2024-04-08 10:22:16,19015890985,3,Policy Changes,5,general,170,6.2,Inquire about premium increase,resolved,Policy updated per customer request,4.0,True
-5137,2024-04-08 10:24:55,19216598873,1,Claims,7,claims,244,9.0,Add driver to policy,transferred,"Information provided, no action needed",4.0,False
-5138,2024-04-08 10:26:08,13839099876,0,Speak to Agent,6,general,249,7.2,Change coverage level,follow_up_needed,Customer requested manager,3.0,False
-5139,2024-04-08 10:32:11,18879589194,2,Billing & Payments,3,billing,143,7.1,Change coverage level,transferred,Callback scheduled for tomorrow,3.0,False
-5140,2024-04-08 10:39:32,16263128703,3,Policy Changes,5,general,16,4.5,Remove vehicle from policy,resolved,"Claim filed, reference number provided",3.0,True
-5141,2024-04-08 10:39:39,19402087791,1,Claims,7,claims,258,6.2,Report accident,transferred,Transferred to supervisor,3.0,False
-5142,2024-04-08 11:09:26,16073528473,2,Billing & Payments,3,billing,275,3.1,Remove vehicle from policy,follow_up_needed,Transferred to supervisor,3.0,False
-5143,2024-04-08 11:21:17,14885392550,0,Speak to Agent,5,general,247,2.8,Dispute claim denial,follow_up_needed,Payment processed successfully,5.0,False
-5144,2024-04-08 11:34:51,14956460027,3,Policy Changes,6,general,36,5.6,Reinstate lapsed policy,transferred,Customer requested manager,4.0,False
-5145,2024-04-08 11:35:38,13847126214,2,Billing & Payments,3,billing,181,2.8,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,3.0,False
-5146,2024-04-08 11:53:37,14472380722,1,Claims,1,claims,296,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-5147,2024-04-08 11:58:40,17849259921,4,New Quote,6,general,162,9.5,Payment not processed,resolved,Escalated to claims adjuster,5.0,True
-5148,2024-04-08 12:07:50,17926336866,1,Claims,1,claims,181,5.3,Complaint about service,resolved,"Claim filed, reference number provided",3.0,True
-5149,2024-04-08 12:19:22,14555021711,0,Speak to Agent,6,general,0,8.9,Cancel policy,resolved,"Information provided, no action needed",3.0,True
-5150,2024-04-08 12:45:02,12037120741,3,Policy Changes,5,general,189,3.9,Update payment method,resolved,Escalated to claims adjuster,3.0,True
-5151,2024-04-08 12:47:02,12117462748,1,Claims,1,claims,217,7.1,Claim status inquiry,resolved,Resolved on first call,5.0,True
-5152,2024-04-08 13:01:54,19721466271,4,New Quote,6,general,209,9.5,Request payment plan,transferred,Policy updated per customer request,3.0,False
-5153,2024-04-08 13:16:11,19950922855,0,Speak to Agent,5,general,181,5.0,Inquire about premium increase,resolved,Resolved on first call,5.0,True
-5154,2024-04-08 13:16:26,18069835733,2,Billing & Payments,3,billing,137,4.5,Change coverage level,follow_up_needed,Payment processed successfully,3.0,False
-5155,2024-04-08 13:35:49,18701013747,4,New Quote,6,general,137,6.6,Complaint about service,follow_up_needed,Policy updated per customer request,4.0,False
-5156,2024-04-08 13:40:25,19834537857,4,New Quote,6,general,83,12.2,Request proof of insurance,follow_up_needed,"Information provided, no action needed",4.0,False
-5157,2024-04-08 14:08:36,18711105521,4,New Quote,5,general,86,7.2,Request payment plan,resolved,Customer requested manager,4.0,True
-5158,2024-04-08 14:18:23,16456038666,1,Claims,7,claims,228,3.8,Request proof of insurance,resolved,Policy updated per customer request,3.0,True
-5159,2024-04-08 14:22:25,18528756611,3,Policy Changes,6,general,58,13.5,Request ID cards,transferred,Payment processed successfully,1.0,False
-5160,2024-04-08 14:27:01,12710802788,0,Speak to Agent,5,general,23,7.7,Cancel policy,resolved,Transferred to supervisor,4.0,True
-5161,2024-04-08 14:29:55,17675296948,0,Speak to Agent,6,general,97,12.7,Complaint about service,resolved,Callback scheduled for tomorrow,5.0,True
-5162,2024-04-08 14:32:52,12389371276,4,New Quote,5,general,69,4.0,Claim status inquiry,resolved,Payment processed successfully,4.0,True
-5163,2024-04-08 14:37:48,13416654703,3,Policy Changes,5,general,59,4.8,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-5164,2024-04-08 14:39:26,16623321278,2,Billing & Payments,4,billing,0,3.0,Reinstate lapsed policy,resolved,"Information provided, no action needed",4.0,True
-5165,2024-04-08 14:48:26,12850127801,4,New Quote,5,general,259,2.5,Request proof of insurance,transferred,Resolved on first call,4.0,False
-5166,2024-04-08 15:01:14,14898098480,2,Billing & Payments,4,billing,137,7.5,Report accident,transferred,"Claim filed, reference number provided",4.0,False
-5167,2024-04-08 15:01:54,19309599531,3,Policy Changes,6,general,31,12.8,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",5.0,False
-5168,2024-04-08 15:04:48,13336589115,3,Policy Changes,5,general,137,6.8,Change coverage level,follow_up_needed,"Information provided, no action needed",3.0,False
-5169,2024-04-08 15:12:06,14936178931,2,Billing & Payments,8,billing,236,0.0,Request ID cards,abandoned,Customer abandoned,,False
-5170,2024-04-08 15:29:27,15192866117,3,Policy Changes,5,general,384,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-5171,2024-04-08 15:53:03,15588567493,2,Billing & Payments,4,billing,92,5.8,Ask about discounts,resolved,Policy updated per customer request,3.0,True
-5172,2024-04-08 15:54:25,16409762582,3,Policy Changes,5,general,125,3.2,Cancel policy,resolved,Payment processed successfully,4.0,True
-5173,2024-04-08 16:05:31,14051655398,4,New Quote,6,general,107,9.6,Cancel policy,resolved,"Information provided, no action needed",5.0,True
-5174,2024-04-08 16:10:08,18234394155,2,Billing & Payments,4,billing,59,5.4,Request proof of insurance,resolved,Customer requested manager,5.0,True
-5175,2024-04-08 16:24:55,17859136704,4,New Quote,6,general,50,8.5,Change coverage level,follow_up_needed,Transferred to supervisor,3.0,False
-5176,2024-04-08 16:35:37,16485516456,4,New Quote,5,general,72,12.1,Update address,resolved,Transferred to supervisor,5.0,True
-5177,2024-04-08 16:43:43,12795221265,3,Policy Changes,5,general,115,4.7,Filing new auto claim,resolved,Resolved on first call,3.0,True
-5178,2024-04-08 16:47:21,16366827693,0,Speak to Agent,5,general,156,6.7,Ask about deductible,resolved,Payment processed successfully,3.0,True
-5179,2024-04-08 16:49:33,13234868317,3,Policy Changes,6,general,101,8.8,Ask about deductible,resolved,Policy updated per customer request,3.0,True
-5180,2024-04-08 17:06:23,13765110281,0,Speak to Agent,5,general,195,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-5181,2024-04-08 17:23:21,14567084163,4,New Quote,6,general,261,7.4,General coverage question,resolved,Escalated to claims adjuster,3.0,True
-5182,2024-04-08 17:41:15,17804515423,3,Policy Changes,6,general,120,7.6,Filing new auto claim,follow_up_needed,Resolved on first call,2.0,False
-5183,2024-04-08 17:43:49,15177502693,1,Claims,2,claims,205,5.9,Reinstate lapsed policy,resolved,Customer disconnected before resolution,3.0,True
-5184,2024-04-08 17:45:01,12966265519,4,New Quote,6,general,205,7.2,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,3.0,True
-5185,2024-04-08 18:14:05,17909979030,4,New Quote,5,general,146,2.9,Ask about deductible,follow_up_needed,Customer requested manager,5.0,False
-5186,2024-04-08 18:22:16,14362941435,1,Claims,2,claims,113,6.2,Request proof of insurance,resolved,Resolved on first call,4.0,True
-5187,2024-04-08 18:28:17,12316068863,2,Billing & Payments,3,billing,114,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-5188,2024-04-08 18:35:57,17017677649,3,Policy Changes,6,general,0,9.0,Filing new auto claim,resolved,"Information provided, no action needed",4.0,True
-5189,2024-04-08 18:36:07,15218628990,3,Policy Changes,6,general,229,6.8,Update address,resolved,Customer requested manager,5.0,True
-5190,2024-04-08 18:50:04,13009180100,2,Billing & Payments,8,billing,17,8.2,Add driver to policy,resolved,Policy updated per customer request,3.0,True
-5191,2024-04-09 07:11:02,17034872669,2,Billing & Payments,8,billing,162,3.6,Claim status inquiry,resolved,Transferred to supervisor,5.0,True
-5192,2024-04-09 07:38:29,17088544911,3,Policy Changes,5,general,154,2.8,Report accident,resolved,"Information provided, no action needed",5.0,True
-5193,2024-04-09 07:51:04,13524917161,3,Policy Changes,6,general,143,9.5,Report accident,resolved,Payment processed successfully,4.0,True
-5194,2024-04-09 08:26:07,17374576262,4,New Quote,6,general,156,8.9,Inquire about premium increase,follow_up_needed,Payment processed successfully,3.0,False
-5195,2024-04-09 08:39:47,15361677329,0,Speak to Agent,5,general,145,5.1,Filing new auto claim,resolved,Callback scheduled for tomorrow,4.0,True
-5196,2024-04-09 08:42:37,16111490984,3,Policy Changes,6,general,0,11.1,Filing new auto claim,resolved,Policy updated per customer request,2.0,True
-5197,2024-04-09 08:57:08,17423452494,4,New Quote,6,general,102,7.3,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-5198,2024-04-09 09:35:41,19382446428,4,New Quote,5,general,80,4.5,Request payment plan,resolved,"Claim filed, reference number provided",2.0,True
-5199,2024-04-09 09:42:46,17033663991,3,Policy Changes,6,general,179,6.4,Ask about deductible,follow_up_needed,Customer disconnected before resolution,3.0,False
-5200,2024-04-09 09:48:28,12527309792,0,Speak to Agent,6,general,80,7.5,Report accident,follow_up_needed,Customer requested manager,2.0,False
-5201,2024-04-09 09:56:57,13680603226,0,Speak to Agent,5,general,257,3.4,Report accident,follow_up_needed,"Information provided, no action needed",3.0,False
-5202,2024-04-09 10:17:11,19373282236,0,Speak to Agent,5,general,188,3.8,Report accident,resolved,Callback scheduled for tomorrow,3.0,True
-5203,2024-04-09 10:19:44,15849911756,3,Policy Changes,6,general,175,7.6,Complaint about service,resolved,Resolved on first call,4.0,True
-5204,2024-04-09 10:26:28,12020079052,4,New Quote,6,general,102,9.3,Update payment method,resolved,Customer requested manager,5.0,True
-5205,2024-04-09 10:41:35,14265028246,1,Claims,2,claims,252,0.0,Report accident,abandoned,Customer abandoned,,False
-5206,2024-04-09 10:46:55,14078350018,1,Claims,7,claims,93,4.7,Update address,resolved,Transferred to supervisor,5.0,True
-5207,2024-04-09 10:48:45,17108481644,1,Claims,1,claims,94,8.4,Complaint about service,resolved,Escalated to claims adjuster,4.0,True
-5208,2024-04-09 11:00:40,19360972746,3,Policy Changes,6,general,89,9.1,Remove vehicle from policy,resolved,Policy updated per customer request,3.0,True
-5209,2024-04-09 11:03:09,14512588182,0,Speak to Agent,6,general,195,3.8,Ask about discounts,resolved,Policy updated per customer request,4.0,True
-5210,2024-04-09 11:10:53,12265793436,2,Billing & Payments,4,billing,121,3.9,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-5211,2024-04-09 11:11:31,12206278594,4,New Quote,6,general,147,6.7,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,1.0,False
-5212,2024-04-09 11:11:44,12088223429,2,Billing & Payments,8,billing,40,5.3,Add driver to policy,resolved,Transferred to supervisor,3.0,True
-5213,2024-04-09 11:15:06,19911381244,3,Policy Changes,6,general,166,6.2,General coverage question,resolved,Callback scheduled for tomorrow,3.0,True
-5214,2024-04-09 11:16:45,19598243806,2,Billing & Payments,8,billing,45,4.4,Change coverage level,resolved,Payment processed successfully,2.0,True
-5215,2024-04-09 11:23:43,19367395956,2,Billing & Payments,4,billing,144,7.1,Add driver to policy,resolved,Customer requested manager,4.0,True
-5216,2024-04-09 11:24:54,18024574494,0,Speak to Agent,6,general,0,7.5,Update address,resolved,Transferred to supervisor,5.0,True
-5217,2024-04-09 11:26:35,18929813761,0,Speak to Agent,6,general,0,7.5,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-5218,2024-04-09 11:29:45,17394955962,2,Billing & Payments,8,billing,46,0.0,Report accident,abandoned,Customer abandoned,,False
-5219,2024-04-09 11:34:00,18684792142,1,Claims,1,claims,248,9.3,Request payment plan,resolved,Resolved on first call,3.0,True
-5220,2024-04-09 11:34:42,16131451076,1,Claims,7,claims,100,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-5221,2024-04-09 11:38:07,18633535471,4,New Quote,5,general,234,4.3,Report accident,resolved,Resolved on first call,2.0,True
-5222,2024-04-09 11:40:01,17116342206,4,New Quote,5,general,79,4.6,General coverage question,resolved,Customer requested manager,5.0,True
-5223,2024-04-09 11:47:06,16246512455,0,Speak to Agent,5,general,95,6.7,Update address,resolved,Customer requested manager,2.0,True
-5224,2024-04-09 11:50:58,13146944316,4,New Quote,5,general,271,7.6,Complaint about service,resolved,Customer disconnected before resolution,3.0,True
-5225,2024-04-09 11:57:12,17581795694,1,Claims,1,claims,139,13.1,Report accident,resolved,Customer requested manager,4.0,True
-5226,2024-04-09 12:01:46,12802480500,3,Policy Changes,5,general,100,0.0,Request payment plan,abandoned,Customer abandoned,,False
-5227,2024-04-09 12:20:28,16674085418,3,Policy Changes,5,general,95,6.0,Payment not processed,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-5228,2024-04-09 12:25:44,14414432322,2,Billing & Payments,3,billing,108,3.5,General coverage question,follow_up_needed,"Information provided, no action needed",4.0,False
-5229,2024-04-09 12:30:16,15243875956,2,Billing & Payments,4,billing,207,5.7,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-5230,2024-04-09 12:33:20,15479348940,0,Speak to Agent,5,general,42,4.7,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",2.0,False
-5231,2024-04-09 12:45:37,12552276459,4,New Quote,6,general,10,6.5,Report accident,transferred,Customer disconnected before resolution,2.0,False
-5232,2024-04-09 12:52:44,13501666972,4,New Quote,5,general,145,5.2,Request proof of insurance,follow_up_needed,Escalated to claims adjuster,4.0,False
-5233,2024-04-09 13:03:47,14982840176,0,Speak to Agent,6,general,188,9.7,Update address,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-5234,2024-04-09 13:19:38,16558884010,3,Policy Changes,6,general,30,4.2,Update payment method,follow_up_needed,"Information provided, no action needed",4.0,False
-5235,2024-04-09 13:29:20,18327170014,2,Billing & Payments,4,billing,93,9.7,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-5236,2024-04-09 14:05:33,14154741739,0,Speak to Agent,6,general,70,6.5,Change coverage level,resolved,"Claim filed, reference number provided",3.0,True
-5237,2024-04-09 14:23:43,12865338354,1,Claims,2,claims,146,2.7,Payment not processed,follow_up_needed,Customer requested manager,4.0,False
-5238,2024-04-09 14:24:06,18789119014,0,Speak to Agent,6,general,54,12.5,Ask about deductible,follow_up_needed,Transferred to supervisor,3.0,False
-5239,2024-04-09 14:35:15,16155850402,1,Claims,1,claims,165,4.8,Dispute claim denial,transferred,Policy updated per customer request,4.0,False
-5240,2024-04-09 14:44:03,15887737930,4,New Quote,5,general,49,6.2,Payment not processed,resolved,Customer requested manager,5.0,True
-5241,2024-04-09 14:58:50,17420966108,1,Claims,1,claims,209,8.8,Ask about deductible,resolved,"Claim filed, reference number provided",3.0,True
-5242,2024-04-09 14:59:38,14120900057,0,Speak to Agent,5,general,284,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-5243,2024-04-09 15:14:11,12689885203,2,Billing & Payments,8,billing,197,0.0,Request payment plan,abandoned,Customer abandoned,,False
-5244,2024-04-09 15:16:09,18384814050,2,Billing & Payments,3,billing,0,3.1,Ask about discounts,resolved,Policy updated per customer request,5.0,True
-5245,2024-04-09 15:40:19,15272642458,0,Speak to Agent,6,general,176,8.2,Request ID cards,resolved,Payment processed successfully,3.0,True
-5246,2024-04-09 15:45:31,19440064445,0,Speak to Agent,5,general,152,6.4,Ask about discounts,resolved,Payment processed successfully,4.0,True
-5247,2024-04-09 15:56:00,19445689448,3,Policy Changes,6,general,96,9.7,Change coverage level,resolved,Customer requested manager,5.0,True
-5248,2024-04-09 15:57:30,17814369490,1,Claims,7,claims,119,3.7,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-5249,2024-04-09 16:02:40,14055400330,0,Speak to Agent,5,general,0,2.3,General coverage question,follow_up_needed,Policy updated per customer request,3.0,False
-5250,2024-04-09 16:06:44,16577222221,2,Billing & Payments,4,billing,182,6.7,Cancel policy,follow_up_needed,Payment processed successfully,2.0,False
-5251,2024-04-09 16:53:00,12705287622,4,New Quote,5,general,217,2.9,Request proof of insurance,transferred,Callback scheduled for tomorrow,3.0,False
-5252,2024-04-09 17:16:15,16441183181,0,Speak to Agent,5,general,69,7.0,Ask about discounts,resolved,Customer requested manager,5.0,True
-5253,2024-04-09 17:19:23,14359069584,2,Billing & Payments,4,billing,240,3.0,Dispute claim denial,follow_up_needed,Transferred to supervisor,2.0,False
-5254,2024-04-10 07:21:05,19819601548,2,Billing & Payments,4,billing,0,7.2,Payment not processed,resolved,Resolved on first call,3.0,True
-5255,2024-04-10 07:41:49,19643944523,0,Speak to Agent,5,general,142,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-5256,2024-04-10 07:55:15,16139382510,4,New Quote,5,general,154,6.9,General coverage question,resolved,Policy updated per customer request,5.0,True
-5257,2024-04-10 08:25:02,12709932923,4,New Quote,5,general,96,4.5,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-5258,2024-04-10 08:57:10,17390447635,1,Claims,1,claims,103,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-5259,2024-04-10 09:16:41,13417159357,0,Speak to Agent,6,general,89,9.8,Request payment plan,resolved,Customer requested manager,3.0,True
-5260,2024-04-10 09:27:21,17177381589,4,New Quote,5,general,139,11.0,Update payment method,resolved,Resolved on first call,2.0,True
-5261,2024-04-10 09:28:29,19466136651,0,Speak to Agent,6,general,217,6.7,Report accident,resolved,Resolved on first call,4.0,True
-5262,2024-04-10 09:40:07,13371376055,2,Billing & Payments,8,billing,106,5.1,Complaint about service,resolved,"Information provided, no action needed",5.0,True
-5263,2024-04-10 09:46:47,18776975520,0,Speak to Agent,6,general,210,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-5264,2024-04-10 09:58:37,17286748232,3,Policy Changes,5,general,75,3.5,Add driver to policy,follow_up_needed,Payment processed successfully,5.0,False
-5265,2024-04-10 10:06:24,17302055742,2,Billing & Payments,8,billing,266,7.3,Claim status inquiry,transferred,Transferred to supervisor,4.0,False
-5266,2024-04-10 10:11:28,17570383388,0,Speak to Agent,5,general,98,0.0,General coverage question,abandoned,Customer abandoned,,False
-5267,2024-04-10 10:27:32,12183169522,2,Billing & Payments,8,billing,138,8.9,Dispute claim denial,transferred,Policy updated per customer request,4.0,False
-5268,2024-04-10 10:38:45,19568190047,2,Billing & Payments,3,billing,169,8.0,Cancel policy,follow_up_needed,"Information provided, no action needed",3.0,False
-5269,2024-04-10 10:43:51,16678128563,2,Billing & Payments,8,billing,0,6.2,Ask about deductible,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-5270,2024-04-10 10:59:19,16958191879,1,Claims,1,claims,187,4.0,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-5271,2024-04-10 11:03:53,16868827326,1,Claims,2,claims,215,0.0,Complaint about service,abandoned,Customer abandoned,,False
-5272,2024-04-10 11:17:02,15004935386,3,Policy Changes,5,general,73,6.8,Reinstate lapsed policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-5273,2024-04-10 11:35:51,18091966571,4,New Quote,5,general,212,6.8,Report accident,resolved,Callback scheduled for tomorrow,5.0,True
-5274,2024-04-10 11:37:50,18825775388,1,Claims,7,claims,69,3.1,Ask about discounts,resolved,"Information provided, no action needed",5.0,True
-5275,2024-04-10 11:38:19,12410856618,0,Speak to Agent,5,general,160,3.0,Reinstate lapsed policy,resolved,Resolved on first call,5.0,True
-5276,2024-04-10 12:15:54,19576501134,1,Claims,2,claims,134,6.3,Dispute claim denial,resolved,Resolved on first call,3.0,True
-5277,2024-04-10 12:21:31,18202553709,0,Speak to Agent,6,general,121,5.2,Reinstate lapsed policy,follow_up_needed,"Information provided, no action needed",4.0,False
-5278,2024-04-10 12:41:13,18386219752,1,Claims,2,claims,133,8.9,Update address,resolved,"Claim filed, reference number provided",5.0,True
-5279,2024-04-10 12:45:10,18362641537,2,Billing & Payments,4,billing,73,11.3,Request proof of insurance,follow_up_needed,Payment processed successfully,2.0,False
-5280,2024-04-10 13:02:48,19895384677,3,Policy Changes,5,general,32,0.5,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-5281,2024-04-10 13:11:26,19964313680,1,Claims,1,claims,162,5.5,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-5282,2024-04-10 13:26:35,13987478708,4,New Quote,5,general,110,3.6,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-5283,2024-04-10 13:26:45,17574720111,2,Billing & Payments,3,billing,0,1.2,Request ID cards,transferred,"Information provided, no action needed",4.0,False
-5284,2024-04-10 13:44:14,14133134936,4,New Quote,6,general,0,8.4,Request payment plan,resolved,Resolved on first call,4.0,True
-5285,2024-04-10 13:48:03,17879544787,1,Claims,1,claims,71,6.1,Payment not processed,resolved,"Information provided, no action needed",3.0,True
-5286,2024-04-10 14:09:04,15320326172,2,Billing & Payments,4,billing,130,2.1,Reinstate lapsed policy,resolved,Payment processed successfully,3.0,True
-5287,2024-04-10 14:41:00,13055662996,1,Claims,1,claims,114,8.4,Add driver to policy,transferred,"Information provided, no action needed",3.0,False
-5288,2024-04-10 14:53:21,14954739928,3,Policy Changes,6,general,74,5.7,Report accident,resolved,Policy updated per customer request,3.0,True
-5289,2024-04-10 15:25:54,18580200294,0,Speak to Agent,5,general,291,3.3,Payment not processed,transferred,Customer requested manager,3.0,False
-5290,2024-04-10 15:29:53,15296220220,0,Speak to Agent,6,general,81,8.3,Complaint about service,resolved,Escalated to claims adjuster,5.0,True
-5291,2024-04-10 15:41:56,12368848202,3,Policy Changes,5,general,198,4.4,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-5292,2024-04-10 15:47:45,19433521145,3,Policy Changes,5,general,143,6.8,Add driver to policy,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-5293,2024-04-10 15:51:28,17631976906,3,Policy Changes,6,general,177,8.3,Change coverage level,transferred,Payment processed successfully,3.0,False
-5294,2024-04-10 15:58:24,12772100211,0,Speak to Agent,6,general,79,0.0,Change coverage level,abandoned,Customer abandoned,,False
-5295,2024-04-10 16:19:50,17718871873,0,Speak to Agent,6,general,166,7.3,Payment not processed,transferred,Escalated to claims adjuster,3.0,False
-5296,2024-04-10 16:21:47,16488268052,2,Billing & Payments,3,billing,273,0.0,Request ID cards,abandoned,Customer abandoned,,False
-5297,2024-04-10 16:22:23,16105767179,1,Claims,7,claims,207,4.6,Update payment method,resolved,Payment processed successfully,4.0,True
-5298,2024-04-10 16:37:54,14471063303,4,New Quote,5,general,89,2.0,Update payment method,resolved,"Information provided, no action needed",3.0,True
-5299,2024-04-10 16:40:19,14632065943,4,New Quote,5,general,208,8.7,Dispute claim denial,transferred,Policy updated per customer request,3.0,False
-5300,2024-04-10 16:43:34,18376711378,4,New Quote,5,general,275,3.4,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-5301,2024-04-10 16:45:57,14748448646,0,Speak to Agent,6,general,82,7.1,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-5302,2024-04-10 16:48:32,14095959659,1,Claims,7,claims,144,3.1,Ask about discounts,resolved,Customer requested manager,4.0,True
-5303,2024-04-10 16:50:03,13112870561,1,Claims,2,claims,46,6.3,Report accident,resolved,Resolved on first call,4.0,True
-5304,2024-04-10 16:53:53,19352174829,4,New Quote,5,general,74,8.2,Change coverage level,resolved,Policy updated per customer request,4.0,True
-5305,2024-04-10 17:13:41,17604262301,2,Billing & Payments,4,billing,305,4.9,Complaint about service,resolved,Payment processed successfully,4.0,True
-5306,2024-04-10 17:14:09,12962772696,0,Speak to Agent,5,general,106,4.4,Change coverage level,follow_up_needed,Customer disconnected before resolution,5.0,False
-5307,2024-04-10 18:06:35,14433471346,0,Speak to Agent,6,general,33,6.7,Filing new auto claim,follow_up_needed,Resolved on first call,4.0,False
-5308,2024-04-10 18:09:13,15732157043,0,Speak to Agent,5,general,58,6.5,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",4.0,False
-5309,2024-04-10 18:18:17,19422436578,4,New Quote,5,general,79,6.1,General coverage question,resolved,Escalated to claims adjuster,3.0,True
-5310,2024-04-10 18:18:35,12190769411,4,New Quote,6,general,102,6.9,Change coverage level,resolved,Customer requested manager,3.0,True
-5311,2024-04-10 18:23:02,17275983251,2,Billing & Payments,8,billing,53,4.6,Inquire about premium increase,resolved,Transferred to supervisor,5.0,True
-5312,2024-04-10 18:32:07,15012309861,3,Policy Changes,5,general,59,4.3,Complaint about service,follow_up_needed,Resolved on first call,3.0,False
-5313,2024-04-11 07:15:18,18947587512,3,Policy Changes,5,general,186,2.7,Report accident,resolved,Policy updated per customer request,4.0,True
-5314,2024-04-11 07:20:21,17152006073,2,Billing & Payments,8,billing,140,4.9,Request payment plan,resolved,Resolved on first call,5.0,True
-5315,2024-04-11 07:27:29,17270549411,0,Speak to Agent,6,general,136,9.2,Filing new auto claim,resolved,Callback scheduled for tomorrow,2.0,True
-5316,2024-04-11 07:45:15,14327387294,0,Speak to Agent,6,general,26,8.9,Complaint about service,resolved,Escalated to claims adjuster,5.0,True
-5317,2024-04-11 07:47:28,15134122385,4,New Quote,5,general,63,6.3,Report accident,resolved,Resolved on first call,4.0,True
-5318,2024-04-11 07:48:04,14176397658,4,New Quote,5,general,145,5.4,Ask about discounts,resolved,Policy updated per customer request,4.0,True
-5319,2024-04-11 08:13:59,18319879197,0,Speak to Agent,5,general,195,7.3,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",4.0,False
-5320,2024-04-11 08:38:44,14084381227,2,Billing & Payments,8,billing,33,4.2,Change coverage level,follow_up_needed,Payment processed successfully,3.0,False
-5321,2024-04-11 08:41:14,12571849477,2,Billing & Payments,3,billing,200,4.8,Ask about deductible,resolved,Callback scheduled for tomorrow,2.0,True
-5322,2024-04-11 08:55:28,16605497921,4,New Quote,5,general,95,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-5323,2024-04-11 09:01:45,12810180169,2,Billing & Payments,8,billing,125,0.0,Update address,abandoned,Customer abandoned,,False
-5324,2024-04-11 09:03:46,19180236380,4,New Quote,6,general,264,9.1,Report accident,resolved,Policy updated per customer request,3.0,True
-5325,2024-04-11 09:17:37,13237791191,3,Policy Changes,6,general,247,5.4,Change coverage level,resolved,Transferred to supervisor,2.0,True
-5326,2024-04-11 09:22:55,12280808526,3,Policy Changes,6,general,0,5.3,Request proof of insurance,resolved,Policy updated per customer request,3.0,True
-5327,2024-04-11 09:23:45,15748991540,4,New Quote,5,general,44,5.4,General coverage question,resolved,Policy updated per customer request,2.0,True
-5328,2024-04-11 09:38:53,16948514043,4,New Quote,5,general,20,6.1,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-5329,2024-04-11 09:43:28,18530118299,0,Speak to Agent,6,general,118,6.8,Add driver to policy,resolved,Callback scheduled for tomorrow,3.0,True
-5330,2024-04-11 10:08:05,13416960836,4,New Quote,5,general,320,4.3,Payment not processed,follow_up_needed,Payment processed successfully,2.0,False
-5331,2024-04-11 10:31:47,19724004238,3,Policy Changes,6,general,0,6.9,Request proof of insurance,resolved,Customer requested manager,3.0,True
-5332,2024-04-11 10:39:57,13072108940,3,Policy Changes,6,general,248,4.8,Request ID cards,resolved,Customer disconnected before resolution,5.0,True
-5333,2024-04-11 10:40:25,14410531092,2,Billing & Payments,3,billing,90,4.4,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-5334,2024-04-11 10:44:25,14351165538,3,Policy Changes,5,general,87,6.3,Inquire about premium increase,transferred,Transferred to supervisor,3.0,False
-5335,2024-04-11 10:51:50,18263370642,0,Speak to Agent,6,general,234,10.5,Remove vehicle from policy,resolved,Policy updated per customer request,4.0,True
-5336,2024-04-11 10:51:52,15262479928,1,Claims,7,claims,0,6.3,Add driver to policy,follow_up_needed,Payment processed successfully,3.0,False
-5337,2024-04-11 11:10:45,15909029103,0,Speak to Agent,6,general,183,7.6,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-5338,2024-04-11 11:21:54,14084948494,3,Policy Changes,6,general,306,5.8,Dispute claim denial,resolved,Payment processed successfully,3.0,True
-5339,2024-04-11 11:24:44,19535000051,2,Billing & Payments,3,billing,110,0.0,General coverage question,abandoned,Customer abandoned,,False
-5340,2024-04-11 11:33:08,15348689004,2,Billing & Payments,8,billing,241,9.8,Update payment method,resolved,Transferred to supervisor,5.0,True
-5341,2024-04-11 11:35:28,19054112657,1,Claims,7,claims,156,8.7,Filing new auto claim,resolved,Callback scheduled for tomorrow,3.0,True
-5342,2024-04-11 11:40:36,12685764213,3,Policy Changes,5,general,111,7.2,Request ID cards,resolved,Customer requested manager,3.0,True
-5343,2024-04-11 11:45:27,13870542305,1,Claims,7,claims,266,6.8,Ask about discounts,resolved,Escalated to claims adjuster,2.0,True
-5344,2024-04-11 11:50:43,14271691847,4,New Quote,5,general,165,1.7,Report accident,resolved,"Claim filed, reference number provided",3.0,True
-5345,2024-04-11 11:59:09,17097078537,0,Speak to Agent,6,general,121,8.1,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-5346,2024-04-11 12:24:07,15796333590,3,Policy Changes,6,general,78,8.8,Inquire about premium increase,resolved,Policy updated per customer request,4.0,True
-5347,2024-04-11 12:39:30,17643003979,1,Claims,1,claims,107,5.3,Ask about discounts,follow_up_needed,Customer requested manager,3.0,False
-5348,2024-04-11 12:51:37,13096025286,0,Speak to Agent,6,general,95,6.8,Request proof of insurance,resolved,Transferred to supervisor,5.0,True
-5349,2024-04-11 13:21:15,15349208171,2,Billing & Payments,4,billing,99,7.9,Cancel policy,follow_up_needed,Resolved on first call,3.0,False
-5350,2024-04-11 13:25:37,15813863100,0,Speak to Agent,6,general,146,6.9,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-5351,2024-04-11 13:33:19,19906431867,3,Policy Changes,6,general,167,6.5,Complaint about service,resolved,Customer disconnected before resolution,4.0,True
-5352,2024-04-11 13:37:21,17565273205,0,Speak to Agent,6,general,196,11.4,Ask about discounts,resolved,Policy updated per customer request,4.0,True
-5353,2024-04-11 14:07:56,12059185673,2,Billing & Payments,3,billing,127,5.4,Remove vehicle from policy,follow_up_needed,Customer requested manager,4.0,False
-5354,2024-04-11 14:17:26,15240911018,4,New Quote,5,general,113,0.5,Filing new auto claim,follow_up_needed,"Information provided, no action needed",4.0,False
-5355,2024-04-11 14:20:47,17758408882,3,Policy Changes,5,general,75,6.4,Ask about discounts,resolved,Resolved on first call,5.0,True
-5356,2024-04-11 14:36:14,16600117350,3,Policy Changes,6,general,198,6.9,Report accident,follow_up_needed,Transferred to supervisor,4.0,False
-5357,2024-04-11 15:03:31,14805593850,1,Claims,2,claims,288,5.4,Update address,follow_up_needed,Transferred to supervisor,4.0,False
-5358,2024-04-11 15:16:30,18480387676,3,Policy Changes,6,general,21,12.4,General coverage question,resolved,Customer disconnected before resolution,3.0,True
-5359,2024-04-11 15:17:46,17367913052,4,New Quote,6,general,99,11.1,Payment not processed,resolved,Customer requested manager,4.0,True
-5360,2024-04-11 15:57:02,19092931590,3,Policy Changes,6,general,219,12.0,Dispute claim denial,resolved,Policy updated per customer request,3.0,True
-5361,2024-04-11 16:11:48,17615560260,1,Claims,2,claims,139,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-5362,2024-04-11 16:31:23,16345936996,4,New Quote,5,general,188,2.2,Payment not processed,follow_up_needed,Resolved on first call,4.0,False
-5363,2024-04-11 16:40:37,19460391897,4,New Quote,5,general,227,4.7,Report accident,resolved,Payment processed successfully,4.0,True
-5364,2024-04-11 16:56:59,16032855671,0,Speak to Agent,5,general,0,6.2,Reinstate lapsed policy,transferred,Customer requested manager,3.0,False
-5365,2024-04-11 17:05:53,12645282551,4,New Quote,5,general,30,3.3,Request ID cards,resolved,Customer disconnected before resolution,2.0,True
-5366,2024-04-11 17:09:33,14326713620,4,New Quote,6,general,106,5.3,General coverage question,transferred,Escalated to claims adjuster,5.0,False
-5367,2024-04-11 17:29:41,15512907760,4,New Quote,6,general,146,7.7,Request payment plan,transferred,"Information provided, no action needed",2.0,False
-5368,2024-04-11 17:35:42,18665375516,4,New Quote,6,general,0,11.4,Inquire about premium increase,resolved,Payment processed successfully,4.0,True
-5369,2024-04-11 17:44:08,13707076193,1,Claims,7,claims,25,5.3,Ask about deductible,transferred,Payment processed successfully,1.0,False
-5370,2024-04-11 17:52:00,15794949001,4,New Quote,5,general,289,7.3,Dispute claim denial,transferred,"Information provided, no action needed",4.0,False
-5371,2024-04-11 17:54:29,15008975834,0,Speak to Agent,5,general,60,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-5372,2024-04-11 17:57:32,17314788698,0,Speak to Agent,5,general,56,2.6,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-5373,2024-04-11 17:58:14,13813558267,0,Speak to Agent,6,general,203,4.4,Change coverage level,follow_up_needed,"Claim filed, reference number provided",1.0,False
-5374,2024-04-11 18:23:15,12138449489,2,Billing & Payments,3,billing,0,5.9,Payment not processed,resolved,Policy updated per customer request,4.0,True
-5375,2024-04-11 18:23:35,16312014928,1,Claims,7,claims,224,2.9,Inquire about premium increase,resolved,Customer requested manager,3.0,True
-5376,2024-04-11 18:24:16,18488643817,1,Claims,1,claims,53,5.3,Update payment method,resolved,Resolved on first call,2.0,True
-5377,2024-04-11 18:30:57,14590761555,3,Policy Changes,6,general,254,9.4,Request ID cards,resolved,Customer disconnected before resolution,3.0,True
-5378,2024-04-11 18:46:26,16456298805,1,Claims,2,claims,111,9.6,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-5379,2024-04-11 18:53:49,13494432846,3,Policy Changes,5,general,114,5.7,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-5380,2024-04-11 18:56:35,19214344360,1,Claims,7,claims,51,2.4,General coverage question,resolved,Callback scheduled for tomorrow,2.0,True
-5381,2024-04-11 18:56:57,19362557532,2,Billing & Payments,8,billing,150,3.3,Add driver to policy,follow_up_needed,Resolved on first call,5.0,False
-5382,2024-04-12 07:12:40,19446208163,2,Billing & Payments,8,billing,169,4.5,Ask about discounts,resolved,Transferred to supervisor,3.0,True
-5383,2024-04-12 07:29:12,12326676007,1,Claims,1,claims,179,4.6,Ask about discounts,resolved,Resolved on first call,3.0,True
-5384,2024-04-12 07:51:40,17057185981,1,Claims,2,claims,211,9.0,Request payment plan,resolved,Payment processed successfully,4.0,True
-5385,2024-04-12 08:12:55,15820187165,3,Policy Changes,6,general,132,6.6,Request ID cards,transferred,Customer requested manager,2.0,False
-5386,2024-04-12 08:27:07,16105650988,4,New Quote,6,general,137,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-5387,2024-04-12 08:31:25,15319509641,1,Claims,7,claims,298,5.7,Claim status inquiry,resolved,Escalated to claims adjuster,5.0,True
-5388,2024-04-12 08:52:12,16987109740,1,Claims,1,claims,53,9.5,Update payment method,resolved,Transferred to supervisor,2.0,True
-5389,2024-04-12 08:59:44,17057836296,3,Policy Changes,5,general,60,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-5390,2024-04-12 09:05:30,15210394991,3,Policy Changes,6,general,266,9.4,Update address,resolved,Resolved on first call,4.0,True
-5391,2024-04-12 09:06:27,16849324211,3,Policy Changes,5,general,0,6.6,Dispute claim denial,follow_up_needed,"Information provided, no action needed",3.0,False
-5392,2024-04-12 09:17:57,17483421765,3,Policy Changes,6,general,87,2.8,Reinstate lapsed policy,resolved,Escalated to claims adjuster,5.0,True
-5393,2024-04-12 09:19:11,15905939610,1,Claims,2,claims,307,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-5394,2024-04-12 09:25:41,16629685510,2,Billing & Payments,8,billing,74,4.6,Request payment plan,resolved,Payment processed successfully,5.0,True
-5395,2024-04-12 09:31:44,14761371137,4,New Quote,5,general,60,4.8,Report accident,resolved,Callback scheduled for tomorrow,4.0,True
-5396,2024-04-12 09:42:01,16444467739,0,Speak to Agent,5,general,105,8.6,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,3.0,False
-5397,2024-04-12 09:45:32,12858172635,1,Claims,1,claims,0,3.7,Ask about deductible,follow_up_needed,Transferred to supervisor,3.0,False
-5398,2024-04-12 09:55:28,16628472953,0,Speak to Agent,6,general,209,11.6,Remove vehicle from policy,resolved,Resolved on first call,5.0,True
-5399,2024-04-12 10:10:40,15443034883,0,Speak to Agent,5,general,38,4.5,Complaint about service,transferred,Resolved on first call,3.0,False
-5400,2024-04-12 10:12:42,12256858618,0,Speak to Agent,6,general,133,3.3,Dispute claim denial,follow_up_needed,Policy updated per customer request,3.0,False
-5401,2024-04-12 10:17:33,12576511605,2,Billing & Payments,8,billing,227,8.9,Report accident,resolved,"Information provided, no action needed",4.0,True
-5402,2024-04-12 10:18:54,12700358979,2,Billing & Payments,8,billing,99,7.0,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-5403,2024-04-12 10:27:25,16852025512,3,Policy Changes,6,general,258,0.0,Request ID cards,abandoned,Customer abandoned,,False
-5404,2024-04-12 10:53:59,12313764518,3,Policy Changes,6,general,90,9.5,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-5405,2024-04-12 11:09:40,19841230529,4,New Quote,6,general,0,5.0,Filing new auto claim,transferred,Callback scheduled for tomorrow,1.0,False
-5406,2024-04-12 11:27:09,16525239664,3,Policy Changes,6,general,176,7.0,Reinstate lapsed policy,resolved,Customer disconnected before resolution,3.0,True
-5407,2024-04-12 11:29:32,15874951850,0,Speak to Agent,6,general,209,13.2,Add driver to policy,resolved,"Claim filed, reference number provided",2.0,True
-5408,2024-04-12 11:36:50,17631509089,0,Speak to Agent,6,general,101,12.5,Request ID cards,follow_up_needed,Customer requested manager,3.0,False
-5409,2024-04-12 11:49:13,12000288953,3,Policy Changes,6,general,70,7.7,Remove vehicle from policy,resolved,"Claim filed, reference number provided",5.0,True
-5410,2024-04-12 11:50:19,17905565136,1,Claims,2,claims,47,6.3,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-5411,2024-04-12 12:03:03,16221222610,0,Speak to Agent,6,general,150,8.4,Cancel policy,resolved,"Claim filed, reference number provided",3.0,True
-5412,2024-04-12 12:11:13,12578552718,0,Speak to Agent,5,general,146,4.1,Add driver to policy,resolved,Resolved on first call,4.0,True
-5413,2024-04-12 12:21:52,17127950123,3,Policy Changes,6,general,93,5.8,Update payment method,resolved,Escalated to claims adjuster,4.0,True
-5414,2024-04-12 12:39:40,13674588366,0,Speak to Agent,6,general,100,11.1,Update address,follow_up_needed,Payment processed successfully,5.0,False
-5415,2024-04-12 12:51:42,16972086717,2,Billing & Payments,3,billing,41,2.1,Ask about deductible,transferred,Transferred to supervisor,5.0,False
-5416,2024-04-12 12:52:30,16486192483,1,Claims,1,claims,28,5.8,Change coverage level,follow_up_needed,Policy updated per customer request,4.0,False
-5417,2024-04-12 13:25:07,13466310263,2,Billing & Payments,3,billing,171,6.3,Request payment plan,follow_up_needed,"Information provided, no action needed",2.0,False
-5418,2024-04-12 13:33:23,17870802558,0,Speak to Agent,6,general,160,8.0,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,5.0,True
-5419,2024-04-12 13:45:54,13026575603,2,Billing & Payments,3,billing,191,5.9,Dispute claim denial,resolved,Payment processed successfully,3.0,True
-5420,2024-04-12 14:07:04,15474157507,3,Policy Changes,5,general,144,5.8,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-5421,2024-04-12 14:08:58,19091409223,3,Policy Changes,6,general,89,12.0,Reinstate lapsed policy,resolved,"Information provided, no action needed",4.0,True
-5422,2024-04-12 14:26:31,17441610697,1,Claims,2,claims,151,5.5,Change coverage level,resolved,Callback scheduled for tomorrow,3.0,True
-5423,2024-04-12 14:35:03,17356622896,2,Billing & Payments,8,billing,251,5.5,Inquire about premium increase,follow_up_needed,Customer disconnected before resolution,3.0,False
-5424,2024-04-12 14:41:54,12468859670,2,Billing & Payments,4,billing,332,4.6,Request ID cards,follow_up_needed,Transferred to supervisor,5.0,False
-5425,2024-04-12 14:42:41,17052679969,4,New Quote,6,general,104,11.3,Request ID cards,resolved,Payment processed successfully,3.0,True
-5426,2024-04-12 15:23:27,18138761776,3,Policy Changes,5,general,0,5.1,Request ID cards,resolved,Transferred to supervisor,4.0,True
-5427,2024-04-12 15:33:24,18878428034,2,Billing & Payments,3,billing,132,7.1,Add driver to policy,resolved,Callback scheduled for tomorrow,4.0,True
-5428,2024-04-12 15:43:35,14959332386,3,Policy Changes,6,general,171,13.0,Ask about discounts,resolved,Policy updated per customer request,3.0,True
-5429,2024-04-12 15:49:41,14280363587,0,Speak to Agent,6,general,350,9.9,Request ID cards,resolved,Callback scheduled for tomorrow,3.0,True
-5430,2024-04-12 16:16:24,12333619206,3,Policy Changes,6,general,161,5.8,Inquire about premium increase,resolved,Resolved on first call,4.0,True
-5431,2024-04-12 16:18:02,13788938923,2,Billing & Payments,4,billing,236,7.5,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-5432,2024-04-12 16:18:14,15586323427,4,New Quote,5,general,283,4.7,Payment not processed,transferred,Callback scheduled for tomorrow,5.0,False
-5433,2024-04-12 16:33:00,12696516700,2,Billing & Payments,8,billing,298,7.3,Request payment plan,follow_up_needed,Customer disconnected before resolution,3.0,False
-5434,2024-04-12 16:53:33,19024352239,3,Policy Changes,6,general,96,9.3,Request ID cards,follow_up_needed,"Information provided, no action needed",4.0,False
-5435,2024-04-12 17:01:34,15212185913,4,New Quote,5,general,183,5.0,Report accident,resolved,"Information provided, no action needed",4.0,True
-5436,2024-04-12 17:14:57,15040859708,2,Billing & Payments,3,billing,168,2.9,Request ID cards,resolved,Callback scheduled for tomorrow,3.0,True
-5437,2024-04-12 17:37:29,19405070317,1,Claims,7,claims,56,9.9,Change coverage level,resolved,Transferred to supervisor,3.0,True
-5438,2024-04-12 17:48:06,18900684946,3,Policy Changes,6,general,133,5.4,Reinstate lapsed policy,resolved,Transferred to supervisor,3.0,True
-5439,2024-04-12 17:53:07,13728473001,2,Billing & Payments,4,billing,106,6.2,Remove vehicle from policy,follow_up_needed,Resolved on first call,4.0,False
-5440,2024-04-12 17:53:25,12662994905,2,Billing & Payments,4,billing,107,11.3,Change coverage level,resolved,"Claim filed, reference number provided",3.0,True
-5441,2024-04-12 18:07:51,17978732775,4,New Quote,5,general,265,0.0,Request ID cards,abandoned,Customer abandoned,,False
-5442,2024-04-12 18:16:38,16895632500,1,Claims,2,claims,240,7.0,Reinstate lapsed policy,resolved,Policy updated per customer request,3.0,True
-5443,2024-04-12 18:16:58,13132413226,1,Claims,2,claims,144,9.6,Ask about deductible,resolved,Resolved on first call,4.0,True
-5444,2024-04-12 18:24:25,17707777942,0,Speak to Agent,6,general,0,10.3,Report accident,resolved,Callback scheduled for tomorrow,5.0,True
-5445,2024-04-12 18:30:26,18166043735,3,Policy Changes,6,general,89,10.6,Update payment method,resolved,Escalated to claims adjuster,3.0,True
-5446,2024-04-13 09:11:39,12169284538,1,Claims,7,claims,47,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-5447,2024-04-13 09:34:22,18121242444,0,Speak to Agent,5,general,60,1.4,Update address,follow_up_needed,Payment processed successfully,5.0,False
-5448,2024-04-13 09:38:46,17067015522,3,Policy Changes,5,general,65,0.0,Change coverage level,abandoned,Customer abandoned,,False
-5449,2024-04-13 09:52:35,16056545740,3,Policy Changes,5,general,97,8.1,Request proof of insurance,resolved,Customer requested manager,3.0,True
-5450,2024-04-13 09:56:28,18243304164,1,Claims,2,claims,80,12.6,Payment not processed,follow_up_needed,Transferred to supervisor,4.0,False
-5451,2024-04-13 09:56:35,13800612205,2,Billing & Payments,3,billing,285,5.5,General coverage question,transferred,"Claim filed, reference number provided",3.0,False
-5452,2024-04-13 10:00:23,15810647603,1,Claims,2,claims,124,6.0,Payment not processed,resolved,Customer disconnected before resolution,3.0,True
-5453,2024-04-13 10:38:41,15474861195,1,Claims,7,claims,310,9.5,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-5454,2024-04-13 10:55:24,18990407877,2,Billing & Payments,8,billing,302,2.3,Request ID cards,resolved,Transferred to supervisor,5.0,True
-5455,2024-04-13 11:07:57,14841155614,0,Speak to Agent,5,general,188,5.8,Update address,resolved,Customer disconnected before resolution,3.0,True
-5456,2024-04-13 11:11:34,18543214856,4,New Quote,5,general,195,7.4,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-5457,2024-04-13 11:21:17,17441448134,4,New Quote,6,general,178,9.3,Request proof of insurance,resolved,Callback scheduled for tomorrow,3.0,True
-5458,2024-04-13 11:25:50,16965640874,4,New Quote,5,general,77,6.1,Complaint about service,resolved,Customer requested manager,5.0,True
-5459,2024-04-13 11:37:34,17279915386,1,Claims,1,claims,108,7.4,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-5460,2024-04-13 11:39:16,13392280523,4,New Quote,6,general,118,9.7,Ask about deductible,resolved,Transferred to supervisor,3.0,True
-5461,2024-04-13 11:53:39,12649806515,3,Policy Changes,6,general,132,5.1,Update payment method,transferred,"Information provided, no action needed",5.0,False
-5462,2024-04-13 11:58:34,15783752758,4,New Quote,6,general,163,12.4,Payment not processed,resolved,"Claim filed, reference number provided",4.0,True
-5463,2024-04-13 12:13:36,18749085083,1,Claims,1,claims,177,2.0,Request ID cards,resolved,Callback scheduled for tomorrow,5.0,True
-5464,2024-04-13 12:15:18,17339714715,2,Billing & Payments,4,billing,137,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-5465,2024-04-13 12:19:35,18198511865,0,Speak to Agent,6,general,178,8.4,Ask about discounts,resolved,Policy updated per customer request,3.0,True
-5466,2024-04-13 12:23:38,16672809521,0,Speak to Agent,6,general,111,12.5,Cancel policy,resolved,Payment processed successfully,3.0,True
-5467,2024-04-13 12:51:32,16731488482,3,Policy Changes,5,general,203,2.2,Complaint about service,follow_up_needed,Policy updated per customer request,2.0,False
-5468,2024-04-13 12:51:56,18099294826,1,Claims,1,claims,38,5.4,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-5469,2024-04-13 12:53:51,17858503764,2,Billing & Payments,4,billing,346,7.3,General coverage question,resolved,Payment processed successfully,5.0,True
-5470,2024-04-13 12:56:06,19373741361,3,Policy Changes,5,general,0,2.1,Change coverage level,follow_up_needed,"Claim filed, reference number provided",3.0,False
-5471,2024-04-13 12:56:39,13478018880,4,New Quote,5,general,59,5.5,Update payment method,resolved,Policy updated per customer request,5.0,True
-5472,2024-04-15 07:02:47,12974390574,2,Billing & Payments,3,billing,85,6.7,Payment not processed,follow_up_needed,"Claim filed, reference number provided",4.0,False
-5473,2024-04-15 07:13:20,18005793482,1,Claims,1,claims,419,5.4,Request payment plan,resolved,Customer requested manager,4.0,True
-5474,2024-04-15 07:14:52,14596412107,1,Claims,2,claims,0,11.1,General coverage question,transferred,"Claim filed, reference number provided",3.0,False
-5475,2024-04-15 07:28:27,12409015012,2,Billing & Payments,3,billing,44,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-5476,2024-04-15 08:00:21,19532673747,0,Speak to Agent,6,general,179,5.7,Claim status inquiry,resolved,"Claim filed, reference number provided",4.0,True
-5477,2024-04-15 08:41:02,19711816657,2,Billing & Payments,4,billing,200,4.7,Reinstate lapsed policy,follow_up_needed,"Information provided, no action needed",5.0,False
-5478,2024-04-15 08:57:24,19628891492,1,Claims,2,claims,145,11.5,Payment not processed,transferred,Customer disconnected before resolution,2.0,False
-5479,2024-04-15 08:58:54,12974078363,3,Policy Changes,6,general,51,6.7,Request payment plan,transferred,Transferred to supervisor,3.0,False
-5480,2024-04-15 09:00:18,13967709467,1,Claims,2,claims,227,4.1,Inquire about premium increase,resolved,"Claim filed, reference number provided",5.0,True
-5481,2024-04-15 09:01:03,18748944221,0,Speak to Agent,6,general,194,5.5,Remove vehicle from policy,resolved,"Information provided, no action needed",3.0,True
-5482,2024-04-15 09:09:30,13492738216,2,Billing & Payments,3,billing,47,4.0,Claim status inquiry,follow_up_needed,Policy updated per customer request,2.0,False
-5483,2024-04-15 09:18:06,16464008784,3,Policy Changes,6,general,100,5.5,Request ID cards,resolved,Customer disconnected before resolution,2.0,True
-5484,2024-04-15 09:54:52,12740181791,3,Policy Changes,5,general,58,4.5,Payment not processed,resolved,Customer requested manager,5.0,True
-5485,2024-04-15 10:06:44,17224989480,3,Policy Changes,5,general,140,4.1,Add driver to policy,resolved,Resolved on first call,4.0,True
-5486,2024-04-15 10:19:52,18653929588,1,Claims,1,claims,0,10.8,Cancel policy,transferred,Resolved on first call,3.0,False
-5487,2024-04-15 10:25:53,16785503854,1,Claims,7,claims,62,2.5,Filing new auto claim,follow_up_needed,"Information provided, no action needed",3.0,False
-5488,2024-04-15 10:34:38,13147454936,4,New Quote,6,general,39,8.5,Update address,follow_up_needed,Payment processed successfully,2.0,False
-5489,2024-04-15 10:46:23,19887588413,4,New Quote,5,general,85,5.9,Update address,follow_up_needed,Customer requested manager,3.0,False
-5490,2024-04-15 10:48:56,17020745850,1,Claims,7,claims,148,5.3,Request payment plan,resolved,Transferred to supervisor,5.0,True
-5491,2024-04-15 10:53:17,18406406008,0,Speak to Agent,6,general,44,7.1,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-5492,2024-04-15 11:08:55,17973123507,4,New Quote,6,general,275,7.5,Update address,transferred,Transferred to supervisor,2.0,False
-5493,2024-04-15 11:15:33,17654729605,0,Speak to Agent,6,general,119,6.3,Request proof of insurance,follow_up_needed,Customer requested manager,4.0,False
-5494,2024-04-15 11:29:08,13460152297,1,Claims,1,claims,210,1.6,Request payment plan,follow_up_needed,Payment processed successfully,4.0,False
-5495,2024-04-15 11:32:16,17138100773,1,Claims,7,claims,29,6.2,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-5496,2024-04-15 11:34:20,14120100529,2,Billing & Payments,3,billing,37,9.1,Dispute claim denial,follow_up_needed,"Information provided, no action needed",3.0,False
-5497,2024-04-15 11:34:51,15755245495,4,New Quote,6,general,28,7.6,Payment not processed,resolved,Payment processed successfully,4.0,True
-5498,2024-04-15 11:42:36,15134452744,0,Speak to Agent,6,general,100,8.8,Ask about deductible,resolved,Transferred to supervisor,5.0,True
-5499,2024-04-15 11:49:32,12468016286,3,Policy Changes,6,general,46,6.2,Complaint about service,follow_up_needed,Policy updated per customer request,4.0,False
-5500,2024-04-15 11:53:33,12675508522,2,Billing & Payments,3,billing,107,6.8,Report accident,resolved,Policy updated per customer request,4.0,True
-5501,2024-04-15 11:55:42,14037078661,2,Billing & Payments,4,billing,140,0.0,Request ID cards,abandoned,Customer abandoned,,False
-5502,2024-04-15 12:35:50,17077459751,0,Speak to Agent,5,general,137,4.2,Change coverage level,resolved,Resolved on first call,2.0,True
-5503,2024-04-15 12:49:45,13982716503,4,New Quote,6,general,318,7.0,Update address,resolved,Callback scheduled for tomorrow,2.0,True
-5504,2024-04-15 12:54:05,19435611565,1,Claims,2,claims,68,0.0,Update address,abandoned,Customer abandoned,,False
-5505,2024-04-15 13:21:44,14694226555,3,Policy Changes,6,general,210,4.1,Request ID cards,follow_up_needed,Payment processed successfully,4.0,False
-5506,2024-04-15 13:38:01,18716576406,0,Speak to Agent,6,general,76,14.0,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-5507,2024-04-15 13:40:11,12392767035,3,Policy Changes,5,general,181,7.6,Update address,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-5508,2024-04-15 14:02:48,16860334212,1,Claims,1,claims,206,0.0,Request payment plan,abandoned,Customer abandoned,,False
-5509,2024-04-15 14:43:03,13449236017,0,Speak to Agent,5,general,253,11.2,Claim status inquiry,transferred,Resolved on first call,2.0,False
-5510,2024-04-15 14:44:07,13022583406,0,Speak to Agent,5,general,99,0.7,Update payment method,resolved,Escalated to claims adjuster,5.0,True
-5511,2024-04-15 15:14:34,17237097158,1,Claims,2,claims,113,9.0,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-5512,2024-04-15 15:20:56,19095962332,0,Speak to Agent,5,general,77,4.1,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-5513,2024-04-15 15:27:30,13344817702,4,New Quote,5,general,201,4.2,Update payment method,resolved,Payment processed successfully,4.0,True
-5514,2024-04-15 15:33:40,19983956300,2,Billing & Payments,8,billing,289,5.4,Update address,follow_up_needed,Customer disconnected before resolution,5.0,False
-5515,2024-04-15 15:52:55,16079606758,4,New Quote,6,general,55,6.6,Update payment method,resolved,Escalated to claims adjuster,3.0,True
-5516,2024-04-15 15:58:45,14060381740,3,Policy Changes,6,general,0,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-5517,2024-04-15 16:27:02,19840034143,3,Policy Changes,6,general,48,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-5518,2024-04-15 16:29:05,15719571869,1,Claims,1,claims,0,4.3,Add driver to policy,transferred,"Claim filed, reference number provided",2.0,False
-5519,2024-04-15 16:37:11,14587226678,1,Claims,7,claims,71,8.3,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-5520,2024-04-15 16:40:27,15298999313,0,Speak to Agent,5,general,131,11.1,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,5.0,True
-5521,2024-04-15 16:46:30,18603571662,4,New Quote,6,general,88,8.7,Payment not processed,resolved,Resolved on first call,4.0,True
-5522,2024-04-15 16:49:00,13025255576,1,Claims,2,claims,288,4.2,Update address,resolved,Transferred to supervisor,5.0,True
-5523,2024-04-15 16:49:23,12348147215,3,Policy Changes,6,general,169,7.6,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-5524,2024-04-15 17:26:27,12909185142,1,Claims,1,claims,0,6.7,General coverage question,transferred,Resolved on first call,5.0,False
-5525,2024-04-15 17:33:03,19292576696,4,New Quote,6,general,143,15.2,Add driver to policy,resolved,"Information provided, no action needed",4.0,True
-5526,2024-04-15 17:39:57,19546920871,0,Speak to Agent,6,general,82,9.1,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-5527,2024-04-15 18:05:38,13465935399,0,Speak to Agent,6,general,43,6.4,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-5528,2024-04-15 18:05:48,17552100265,4,New Quote,5,general,0,6.3,Add driver to policy,resolved,Payment processed successfully,4.0,True
-5529,2024-04-15 18:46:03,17026499145,1,Claims,2,claims,109,1.2,Change coverage level,transferred,Callback scheduled for tomorrow,4.0,False
-5530,2024-04-15 18:47:16,13339261250,0,Speak to Agent,5,general,0,4.2,Update payment method,resolved,Customer requested manager,5.0,True
-5531,2024-04-16 07:04:02,16951494161,3,Policy Changes,6,general,0,8.5,General coverage question,follow_up_needed,Escalated to claims adjuster,4.0,False
-5532,2024-04-16 07:51:48,14110603901,3,Policy Changes,5,general,210,0.0,Payment not processed,abandoned,Customer abandoned,,False
-5533,2024-04-16 07:53:15,14788045428,3,Policy Changes,6,general,72,7.7,Complaint about service,resolved,Callback scheduled for tomorrow,5.0,True
-5534,2024-04-16 07:53:38,15714446207,0,Speak to Agent,5,general,226,6.2,General coverage question,resolved,Customer requested manager,5.0,True
-5535,2024-04-16 07:57:57,12211145947,4,New Quote,5,general,244,5.1,Update payment method,resolved,Customer requested manager,3.0,True
-5536,2024-04-16 08:00:57,12253777758,4,New Quote,5,general,268,6.1,Report accident,transferred,Payment processed successfully,2.0,False
-5537,2024-04-16 08:04:05,13736409196,1,Claims,1,claims,0,6.4,Report accident,resolved,Customer disconnected before resolution,4.0,True
-5538,2024-04-16 08:16:05,14688303789,1,Claims,2,claims,126,3.5,Filing new auto claim,follow_up_needed,Resolved on first call,2.0,False
-5539,2024-04-16 08:17:39,18065571736,3,Policy Changes,5,general,165,4.9,Request ID cards,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-5540,2024-04-16 08:20:04,13326428680,2,Billing & Payments,4,billing,179,2.1,Reinstate lapsed policy,resolved,Resolved on first call,2.0,True
-5541,2024-04-16 08:23:15,19921371101,2,Billing & Payments,4,billing,144,6.6,Update address,resolved,Customer requested manager,5.0,True
-5542,2024-04-16 08:25:07,13790273257,2,Billing & Payments,8,billing,115,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-5543,2024-04-16 08:43:02,19246906843,2,Billing & Payments,3,billing,85,4.2,Filing new auto claim,follow_up_needed,Resolved on first call,4.0,False
-5544,2024-04-16 08:45:18,17531053433,4,New Quote,5,general,68,0.5,Update address,follow_up_needed,Customer requested manager,4.0,False
-5545,2024-04-16 09:12:54,13814352932,0,Speak to Agent,5,general,11,7.2,Reinstate lapsed policy,resolved,Policy updated per customer request,3.0,True
-5546,2024-04-16 09:13:24,18891054631,3,Policy Changes,5,general,135,7.3,Request payment plan,resolved,Transferred to supervisor,5.0,True
-5547,2024-04-16 09:21:57,16310660322,0,Speak to Agent,6,general,161,6.9,Request payment plan,resolved,Policy updated per customer request,5.0,True
-5548,2024-04-16 09:51:41,18628736174,2,Billing & Payments,8,billing,166,2.1,Update payment method,resolved,Resolved on first call,4.0,True
-5549,2024-04-16 09:53:45,12483064578,1,Claims,2,claims,43,3.8,Cancel policy,resolved,Customer disconnected before resolution,4.0,True
-5550,2024-04-16 10:05:45,15166893311,3,Policy Changes,5,general,161,0.0,Update payment method,abandoned,Customer abandoned,,False
-5551,2024-04-16 10:08:39,12447309531,1,Claims,1,claims,79,8.4,Dispute claim denial,follow_up_needed,Policy updated per customer request,3.0,False
-5552,2024-04-16 10:20:54,13702580654,4,New Quote,5,general,17,7.3,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-5553,2024-04-16 10:27:52,16997073515,0,Speak to Agent,6,general,27,11.3,Filing new auto claim,transferred,Customer disconnected before resolution,1.0,False
-5554,2024-04-16 10:28:45,17086629199,0,Speak to Agent,5,general,74,1.9,Ask about discounts,resolved,Escalated to claims adjuster,5.0,True
-5555,2024-04-16 10:37:10,16839490376,4,New Quote,6,general,57,7.4,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-5556,2024-04-16 10:42:04,16063307019,3,Policy Changes,6,general,118,6.7,Request payment plan,follow_up_needed,Escalated to claims adjuster,3.0,False
-5557,2024-04-16 10:47:50,15750868508,4,New Quote,5,general,110,2.0,Update address,resolved,Callback scheduled for tomorrow,4.0,True
-5558,2024-04-16 11:01:16,15418016811,0,Speak to Agent,5,general,16,1.8,Payment not processed,resolved,Escalated to claims adjuster,4.0,True
-5559,2024-04-16 11:06:37,16445774650,3,Policy Changes,6,general,161,8.3,Report accident,transferred,Resolved on first call,3.0,False
-5560,2024-04-16 11:07:06,15196650470,0,Speak to Agent,6,general,0,11.6,Claim status inquiry,resolved,"Claim filed, reference number provided",3.0,True
-5561,2024-04-16 11:07:31,17909184282,4,New Quote,6,general,0,5.6,Payment not processed,follow_up_needed,"Claim filed, reference number provided",2.0,False
-5562,2024-04-16 11:08:26,13883213853,1,Claims,1,claims,32,6.7,Add driver to policy,resolved,Customer requested manager,4.0,True
-5563,2024-04-16 11:25:59,12426134440,1,Claims,1,claims,232,9.0,Update payment method,follow_up_needed,Customer disconnected before resolution,4.0,False
-5564,2024-04-16 11:27:58,15572383690,2,Billing & Payments,3,billing,112,5.6,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-5565,2024-04-16 11:52:25,18428655213,1,Claims,2,claims,184,5.1,Claim status inquiry,resolved,Callback scheduled for tomorrow,2.0,True
-5566,2024-04-16 11:52:53,15511762117,1,Claims,1,claims,194,4.1,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-5567,2024-04-16 12:28:31,12190593779,0,Speak to Agent,5,general,108,3.6,Update payment method,resolved,Payment processed successfully,3.0,True
-5568,2024-04-16 13:21:57,13815192025,0,Speak to Agent,5,general,141,3.6,Dispute claim denial,resolved,Customer requested manager,4.0,True
-5569,2024-04-16 13:22:13,12174866119,4,New Quote,6,general,67,7.2,Claim status inquiry,resolved,Customer requested manager,3.0,True
-5570,2024-04-16 13:36:54,19639301496,2,Billing & Payments,8,billing,109,8.0,Inquire about premium increase,follow_up_needed,Escalated to claims adjuster,4.0,False
-5571,2024-04-16 14:15:13,12254225866,1,Claims,1,claims,0,3.1,Update address,resolved,"Claim filed, reference number provided",3.0,True
-5572,2024-04-16 14:18:43,19403761370,3,Policy Changes,5,general,85,6.5,Filing new auto claim,resolved,Callback scheduled for tomorrow,4.0,True
-5573,2024-04-16 14:19:00,15375270056,4,New Quote,5,general,0,7.1,General coverage question,resolved,Callback scheduled for tomorrow,2.0,True
-5574,2024-04-16 14:46:46,16414055614,1,Claims,1,claims,144,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-5575,2024-04-16 15:05:47,18251242935,4,New Quote,6,general,89,8.5,Cancel policy,resolved,Customer disconnected before resolution,2.0,True
-5576,2024-04-16 15:36:56,18662957182,3,Policy Changes,5,general,47,2.2,Cancel policy,transferred,"Information provided, no action needed",3.0,False
-5577,2024-04-16 15:55:52,12764951600,1,Claims,2,claims,117,3.3,Inquire about premium increase,resolved,Payment processed successfully,4.0,True
-5578,2024-04-16 16:51:38,18087378683,1,Claims,2,claims,40,14.3,Ask about deductible,follow_up_needed,Escalated to claims adjuster,2.0,False
-5579,2024-04-16 17:15:20,17897199374,1,Claims,2,claims,132,6.7,Filing new auto claim,follow_up_needed,Escalated to claims adjuster,3.0,False
-5580,2024-04-16 17:34:54,16027207819,3,Policy Changes,6,general,196,6.8,Cancel policy,resolved,Resolved on first call,3.0,True
-5581,2024-04-16 18:11:59,19250393591,4,New Quote,6,general,116,9.8,Filing new auto claim,resolved,Payment processed successfully,5.0,True
-5582,2024-04-16 18:42:47,15533802822,0,Speak to Agent,6,general,134,4.6,Update payment method,resolved,"Information provided, no action needed",4.0,True
-5583,2024-04-17 07:06:33,15615428532,4,New Quote,6,general,282,7.9,Inquire about premium increase,resolved,"Information provided, no action needed",5.0,True
-5584,2024-04-17 07:10:10,17009217949,1,Claims,1,claims,173,9.2,Ask about deductible,resolved,Policy updated per customer request,3.0,True
-5585,2024-04-17 07:10:40,14459052544,2,Billing & Payments,8,billing,212,6.0,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-5586,2024-04-17 07:23:58,18965850008,0,Speak to Agent,5,general,115,0.5,Reinstate lapsed policy,resolved,Policy updated per customer request,3.0,True
-5587,2024-04-17 07:29:17,13727211194,4,New Quote,6,general,22,6.0,Inquire about premium increase,resolved,Escalated to claims adjuster,3.0,True
-5588,2024-04-17 07:30:32,13555728231,3,Policy Changes,5,general,129,0.7,Request proof of insurance,resolved,Payment processed successfully,5.0,True
-5589,2024-04-17 07:40:30,15355403256,4,New Quote,6,general,194,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-5590,2024-04-17 07:52:22,16009189832,1,Claims,1,claims,173,0.0,Request payment plan,abandoned,Customer abandoned,,False
-5591,2024-04-17 08:15:51,16980855229,4,New Quote,6,general,176,9.4,Change coverage level,follow_up_needed,Transferred to supervisor,3.0,False
-5592,2024-04-17 08:37:29,12776595585,0,Speak to Agent,6,general,60,10.7,Claim status inquiry,transferred,Callback scheduled for tomorrow,3.0,False
-5593,2024-04-17 09:06:38,14170239124,4,New Quote,5,general,241,3.3,Inquire about premium increase,follow_up_needed,Policy updated per customer request,2.0,False
-5594,2024-04-17 09:19:09,19702896176,1,Claims,1,claims,108,2.6,Report accident,resolved,"Information provided, no action needed",3.0,True
-5595,2024-04-17 09:22:38,12775895701,0,Speak to Agent,5,general,265,5.1,Complaint about service,follow_up_needed,Payment processed successfully,2.0,False
-5596,2024-04-17 09:29:52,12962508628,3,Policy Changes,5,general,52,8.0,Cancel policy,transferred,Callback scheduled for tomorrow,2.0,False
-5597,2024-04-17 09:31:02,14954726879,3,Policy Changes,6,general,78,5.9,Ask about deductible,resolved,Customer requested manager,4.0,True
-5598,2024-04-17 09:33:58,15896958127,1,Claims,2,claims,0,8.7,General coverage question,resolved,Payment processed successfully,4.0,True
-5599,2024-04-17 09:38:48,16054389974,2,Billing & Payments,8,billing,144,5.5,Reinstate lapsed policy,resolved,Escalated to claims adjuster,3.0,True
-5600,2024-04-17 09:48:50,17588671871,4,New Quote,6,general,195,7.8,Remove vehicle from policy,transferred,Customer disconnected before resolution,3.0,False
-5601,2024-04-17 09:59:29,13641794687,1,Claims,1,claims,170,7.4,Inquire about premium increase,follow_up_needed,Payment processed successfully,4.0,False
-5602,2024-04-17 10:02:24,18291819345,4,New Quote,5,general,232,6.9,Update address,resolved,"Information provided, no action needed",5.0,True
-5603,2024-04-17 10:23:30,16971227315,0,Speak to Agent,5,general,49,3.2,Remove vehicle from policy,resolved,Resolved on first call,4.0,True
-5604,2024-04-17 10:24:41,14602498133,1,Claims,1,claims,67,3.7,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-5605,2024-04-17 10:37:23,13063363007,1,Claims,7,claims,0,5.3,Cancel policy,follow_up_needed,Policy updated per customer request,2.0,False
-5606,2024-04-17 10:46:54,18794161179,2,Billing & Payments,8,billing,171,3.2,Cancel policy,resolved,Policy updated per customer request,2.0,True
-5607,2024-04-17 11:13:16,13420398559,0,Speak to Agent,6,general,0,9.7,Add driver to policy,follow_up_needed,Payment processed successfully,2.0,False
-5608,2024-04-17 11:18:21,18884115453,4,New Quote,5,general,166,3.9,Complaint about service,resolved,Escalated to claims adjuster,5.0,True
-5609,2024-04-17 11:33:07,13179044507,0,Speak to Agent,5,general,0,5.7,Dispute claim denial,transferred,Policy updated per customer request,3.0,False
-5610,2024-04-17 11:33:50,17867882261,3,Policy Changes,5,general,201,4.5,Dispute claim denial,resolved,Escalated to claims adjuster,3.0,True
-5611,2024-04-17 11:43:09,15018330340,3,Policy Changes,6,general,9,11.4,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",2.0,False
-5612,2024-04-17 11:47:48,18412302514,4,New Quote,5,general,79,8.0,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-5613,2024-04-17 12:10:39,17021450812,0,Speak to Agent,5,general,228,4.6,Change coverage level,resolved,Customer requested manager,3.0,True
-5614,2024-04-17 12:11:39,15062381698,1,Claims,7,claims,59,5.2,Request ID cards,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-5615,2024-04-17 12:16:27,17913663708,1,Claims,7,claims,103,2.6,Claim status inquiry,resolved,Escalated to claims adjuster,3.0,True
-5616,2024-04-17 14:01:04,15203870790,2,Billing & Payments,3,billing,96,6.1,Ask about deductible,transferred,Customer disconnected before resolution,2.0,False
-5617,2024-04-17 14:25:11,19549873531,3,Policy Changes,6,general,0,9.7,Complaint about service,transferred,Payment processed successfully,2.0,False
-5618,2024-04-17 14:28:22,19329073650,0,Speak to Agent,6,general,88,8.7,Report accident,resolved,Customer requested manager,5.0,True
-5619,2024-04-17 14:29:27,16856369952,2,Billing & Payments,3,billing,134,0.6,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-5620,2024-04-17 14:32:10,14373567515,0,Speak to Agent,5,general,86,7.4,Update address,resolved,Escalated to claims adjuster,4.0,True
-5621,2024-04-17 14:43:48,13331376096,0,Speak to Agent,6,general,96,3.9,Request ID cards,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-5622,2024-04-17 14:46:15,18791333635,4,New Quote,5,general,284,7.0,Report accident,resolved,Customer requested manager,4.0,True
-5623,2024-04-17 14:59:06,13727855709,2,Billing & Payments,8,billing,227,3.4,Complaint about service,transferred,Resolved on first call,3.0,False
-5624,2024-04-17 15:03:24,17557239126,3,Policy Changes,6,general,131,7.9,Update payment method,resolved,Policy updated per customer request,5.0,True
-5625,2024-04-17 15:06:38,19265935219,2,Billing & Payments,8,billing,244,8.3,Claim status inquiry,resolved,Escalated to claims adjuster,4.0,True
-5626,2024-04-17 15:08:03,19802765342,4,New Quote,6,general,138,12.9,Dispute claim denial,resolved,"Information provided, no action needed",5.0,True
-5627,2024-04-17 15:31:42,14308066963,3,Policy Changes,5,general,102,8.3,Report accident,resolved,Customer requested manager,5.0,True
-5628,2024-04-17 15:38:04,14645620368,1,Claims,7,claims,100,6.5,Request proof of insurance,resolved,Payment processed successfully,2.0,True
-5629,2024-04-17 15:48:05,18807439661,4,New Quote,5,general,99,4.9,Update address,resolved,Customer disconnected before resolution,3.0,True
-5630,2024-04-17 15:49:32,15207269630,0,Speak to Agent,5,general,0,5.7,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-5631,2024-04-17 16:13:15,14240221432,4,New Quote,6,general,35,10.0,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-5632,2024-04-17 16:33:54,13033090653,3,Policy Changes,6,general,270,9.5,Cancel policy,resolved,Escalated to claims adjuster,2.0,True
-5633,2024-04-17 16:37:31,16775352043,1,Claims,1,claims,238,5.0,Request proof of insurance,follow_up_needed,Customer requested manager,3.0,False
-5634,2024-04-17 16:39:20,12660141066,2,Billing & Payments,4,billing,134,6.6,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-5635,2024-04-17 16:41:15,18727456705,1,Claims,1,claims,289,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-5636,2024-04-17 16:42:00,17442906527,4,New Quote,5,general,204,10.9,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-5637,2024-04-17 16:44:40,14346985223,4,New Quote,5,general,0,2.4,Reinstate lapsed policy,resolved,Customer requested manager,2.0,True
-5638,2024-04-17 17:15:22,17943990700,4,New Quote,6,general,143,3.7,Cancel policy,follow_up_needed,Transferred to supervisor,2.0,False
-5639,2024-04-17 17:24:58,12224420449,1,Claims,2,claims,182,8.3,Ask about deductible,transferred,Customer disconnected before resolution,2.0,False
-5640,2024-04-17 17:36:38,18552635853,1,Claims,7,claims,0,10.0,Change coverage level,resolved,Customer disconnected before resolution,5.0,True
-5641,2024-04-17 17:50:00,13092025956,3,Policy Changes,5,general,137,9.4,Add driver to policy,resolved,Resolved on first call,5.0,True
-5642,2024-04-17 18:15:14,17963975968,4,New Quote,6,general,164,5.2,Request proof of insurance,follow_up_needed,Escalated to claims adjuster,2.0,False
-5643,2024-04-17 18:54:07,14420270879,3,Policy Changes,5,general,91,7.9,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,2.0,True
-5644,2024-04-18 07:38:49,16122395647,4,New Quote,6,general,55,10.7,Ask about discounts,resolved,"Information provided, no action needed",5.0,True
-5645,2024-04-18 07:42:04,12096695960,3,Policy Changes,5,general,115,3.3,Add driver to policy,transferred,Callback scheduled for tomorrow,3.0,False
-5646,2024-04-18 08:05:22,15050843393,2,Billing & Payments,4,billing,102,3.7,Remove vehicle from policy,resolved,Customer requested manager,4.0,True
-5647,2024-04-18 08:42:28,19041471686,3,Policy Changes,5,general,117,3.4,Ask about discounts,transferred,"Claim filed, reference number provided",4.0,False
-5648,2024-04-18 09:05:02,15779776232,2,Billing & Payments,3,billing,136,6.6,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-5649,2024-04-18 09:45:41,13015424983,2,Billing & Payments,4,billing,208,4.4,Remove vehicle from policy,transferred,Escalated to claims adjuster,3.0,False
-5650,2024-04-18 09:53:08,15169681664,3,Policy Changes,6,general,96,12.6,Filing new auto claim,resolved,Callback scheduled for tomorrow,5.0,True
-5651,2024-04-18 09:53:42,13584319342,0,Speak to Agent,6,general,89,5.6,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-5652,2024-04-18 10:15:59,12404557292,0,Speak to Agent,5,general,0,6.3,Update address,resolved,Customer disconnected before resolution,4.0,True
-5653,2024-04-18 10:16:03,18800466914,3,Policy Changes,5,general,97,5.0,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",2.0,False
-5654,2024-04-18 10:16:59,15170232489,0,Speak to Agent,5,general,122,5.4,Remove vehicle from policy,follow_up_needed,Transferred to supervisor,1.0,False
-5655,2024-04-18 10:25:01,19804110602,3,Policy Changes,5,general,69,4.0,Claim status inquiry,transferred,"Claim filed, reference number provided",2.0,False
-5656,2024-04-18 10:31:05,17817589584,4,New Quote,5,general,164,3.7,Complaint about service,resolved,Customer requested manager,3.0,True
-5657,2024-04-18 10:33:27,13473260265,1,Claims,2,claims,76,6.2,General coverage question,transferred,"Claim filed, reference number provided",4.0,False
-5658,2024-04-18 10:47:15,19030239643,2,Billing & Payments,8,billing,0,3.8,Claim status inquiry,resolved,Resolved on first call,2.0,True
-5659,2024-04-18 10:52:04,15358484488,3,Policy Changes,5,general,113,3.6,Remove vehicle from policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-5660,2024-04-18 11:03:29,19581666614,2,Billing & Payments,3,billing,53,1.6,Request ID cards,resolved,"Information provided, no action needed",3.0,True
-5661,2024-04-18 11:14:37,18961281490,1,Claims,7,claims,71,9.3,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-5662,2024-04-18 11:28:42,18003163030,0,Speak to Agent,5,general,0,1.7,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",4.0,False
-5663,2024-04-18 11:42:08,13593718680,3,Policy Changes,6,general,91,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-5664,2024-04-18 11:49:05,16020222450,3,Policy Changes,5,general,118,7.0,Update address,resolved,Customer requested manager,3.0,True
-5665,2024-04-18 11:49:46,13610238521,0,Speak to Agent,5,general,162,3.1,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-5666,2024-04-18 11:52:14,16316242541,3,Policy Changes,6,general,113,8.8,Request payment plan,follow_up_needed,Transferred to supervisor,4.0,False
-5667,2024-04-18 12:00:18,12339508182,3,Policy Changes,5,general,29,4.9,Add driver to policy,resolved,Customer disconnected before resolution,5.0,True
-5668,2024-04-18 12:13:12,15542489308,4,New Quote,6,general,92,6.8,Inquire about premium increase,follow_up_needed,Customer requested manager,4.0,False
-5669,2024-04-18 12:17:08,13433165730,3,Policy Changes,6,general,81,7.1,Change coverage level,resolved,Escalated to claims adjuster,3.0,True
-5670,2024-04-18 12:17:10,17546720721,2,Billing & Payments,8,billing,62,8.5,Request payment plan,resolved,"Claim filed, reference number provided",3.0,True
-5671,2024-04-18 12:18:16,14666159762,0,Speak to Agent,5,general,92,10.8,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-5672,2024-04-18 12:19:22,18519781185,2,Billing & Payments,3,billing,108,4.7,Complaint about service,follow_up_needed,Customer disconnected before resolution,3.0,False
-5673,2024-04-18 12:24:46,19520411124,2,Billing & Payments,8,billing,260,4.9,Add driver to policy,resolved,Customer disconnected before resolution,4.0,True
-5674,2024-04-18 13:03:48,16878841964,0,Speak to Agent,6,general,53,2.7,Change coverage level,resolved,"Claim filed, reference number provided",4.0,True
-5675,2024-04-18 13:32:57,13021432339,0,Speak to Agent,5,general,44,4.6,Filing new auto claim,resolved,Escalated to claims adjuster,3.0,True
-5676,2024-04-18 13:37:06,15337314489,3,Policy Changes,6,general,66,4.5,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-5677,2024-04-18 14:02:11,12345319210,3,Policy Changes,6,general,111,10.8,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-5678,2024-04-18 14:18:59,16122280644,4,New Quote,5,general,180,7.8,Ask about discounts,resolved,Transferred to supervisor,2.0,True
-5679,2024-04-18 14:29:54,18551247189,4,New Quote,5,general,80,0.0,Update payment method,abandoned,Customer abandoned,,False
-5680,2024-04-18 14:39:44,12680357393,0,Speak to Agent,6,general,77,8.5,Payment not processed,follow_up_needed,"Information provided, no action needed",3.0,False
-5681,2024-04-18 14:51:48,14133258373,3,Policy Changes,6,general,108,4.9,Ask about deductible,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-5682,2024-04-18 14:54:58,12990749455,3,Policy Changes,5,general,163,11.4,Update address,resolved,Customer disconnected before resolution,3.0,True
-5683,2024-04-18 15:22:48,18173650730,1,Claims,1,claims,213,8.5,Update payment method,resolved,Resolved on first call,5.0,True
-5684,2024-04-18 15:37:27,13337503967,0,Speak to Agent,6,general,119,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-5685,2024-04-18 15:39:58,19023876166,3,Policy Changes,5,general,148,3.2,Update address,resolved,Customer requested manager,4.0,True
-5686,2024-04-18 15:55:08,18847254681,1,Claims,7,claims,108,3.9,Ask about discounts,resolved,"Information provided, no action needed",3.0,True
-5687,2024-04-18 15:59:11,16867471973,0,Speak to Agent,6,general,60,6.0,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-5688,2024-04-18 16:06:21,19197872146,3,Policy Changes,6,general,180,3.1,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-5689,2024-04-18 16:09:29,18236037222,4,New Quote,6,general,10,3.8,Ask about discounts,resolved,"Information provided, no action needed",5.0,True
-5690,2024-04-18 16:12:31,16273638941,3,Policy Changes,5,general,52,5.2,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-5691,2024-04-18 16:30:59,17503505085,1,Claims,1,claims,38,4.3,Payment not processed,resolved,Escalated to claims adjuster,3.0,True
-5692,2024-04-18 16:38:50,19042948848,4,New Quote,6,general,131,8.4,General coverage question,transferred,Policy updated per customer request,4.0,False
-5693,2024-04-18 16:39:29,12848572684,3,Policy Changes,5,general,123,9.1,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-5694,2024-04-18 17:39:48,14709481621,0,Speak to Agent,6,general,161,12.0,Cancel policy,resolved,Customer disconnected before resolution,4.0,True
-5695,2024-04-18 17:58:09,16965779954,3,Policy Changes,6,general,192,5.0,Ask about deductible,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-5696,2024-04-18 18:05:33,17651918562,1,Claims,2,claims,66,5.2,Request ID cards,resolved,Escalated to claims adjuster,3.0,True
-5697,2024-04-18 18:37:18,15490245282,2,Billing & Payments,4,billing,143,7.5,Request proof of insurance,resolved,Callback scheduled for tomorrow,5.0,True
-5698,2024-04-18 18:47:16,16355037565,1,Claims,2,claims,81,12.0,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-5699,2024-04-18 18:51:42,12141350247,4,New Quote,6,general,134,7.3,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,3.0,True
-5700,2024-04-19 07:17:28,14296674258,0,Speak to Agent,5,general,144,3.3,Cancel policy,resolved,"Information provided, no action needed",3.0,True
-5701,2024-04-19 07:26:07,15522273378,1,Claims,1,claims,55,4.8,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-5702,2024-04-19 08:03:06,15311191155,3,Policy Changes,6,general,229,2.0,Update payment method,resolved,"Information provided, no action needed",4.0,True
-5703,2024-04-19 08:19:14,14440152727,4,New Quote,5,general,183,4.1,Filing new auto claim,follow_up_needed,"Claim filed, reference number provided",3.0,False
-5704,2024-04-19 08:24:43,12429553379,1,Claims,7,claims,140,3.8,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-5705,2024-04-19 08:28:15,18287384467,3,Policy Changes,5,general,125,3.3,Change coverage level,resolved,Escalated to claims adjuster,5.0,True
-5706,2024-04-19 09:02:09,13196246764,4,New Quote,6,general,116,8.4,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-5707,2024-04-19 09:13:27,15630501838,1,Claims,1,claims,162,3.1,Request ID cards,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-5708,2024-04-19 09:16:55,19109882307,0,Speak to Agent,5,general,58,0.5,Request proof of insurance,resolved,"Information provided, no action needed",4.0,True
-5709,2024-04-19 09:20:43,12805679430,0,Speak to Agent,5,general,121,2.4,Inquire about premium increase,transferred,Transferred to supervisor,4.0,False
-5710,2024-04-19 09:27:37,16153488231,3,Policy Changes,6,general,189,11.2,Report accident,follow_up_needed,Resolved on first call,3.0,False
-5711,2024-04-19 09:28:57,17513363911,0,Speak to Agent,5,general,114,4.0,Dispute claim denial,resolved,Resolved on first call,4.0,True
-5712,2024-04-19 09:33:06,12836012033,3,Policy Changes,6,general,336,6.5,Change coverage level,transferred,"Information provided, no action needed",3.0,False
-5713,2024-04-19 09:33:49,16249525693,0,Speak to Agent,6,general,69,7.1,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-5714,2024-04-19 09:58:35,17414934521,2,Billing & Payments,8,billing,85,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-5715,2024-04-19 10:00:42,13396070468,4,New Quote,6,general,188,3.0,Claim status inquiry,resolved,Resolved on first call,4.0,True
-5716,2024-04-19 10:06:09,13978237899,1,Claims,1,claims,79,4.5,General coverage question,resolved,Customer disconnected before resolution,3.0,True
-5717,2024-04-19 10:33:12,13714139641,4,New Quote,5,general,89,5.4,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-5718,2024-04-19 10:51:05,12001369404,2,Billing & Payments,4,billing,94,7.3,Request payment plan,resolved,"Claim filed, reference number provided",2.0,True
-5719,2024-04-19 11:07:00,16280596384,3,Policy Changes,6,general,203,5.9,Add driver to policy,resolved,Resolved on first call,3.0,True
-5720,2024-04-19 11:44:58,19458512691,3,Policy Changes,5,general,116,8.9,Ask about deductible,resolved,Customer requested manager,4.0,True
-5721,2024-04-19 11:49:22,13172267160,3,Policy Changes,5,general,0,4.3,Remove vehicle from policy,transferred,Customer requested manager,4.0,False
-5722,2024-04-19 12:11:35,18567105025,3,Policy Changes,5,general,142,4.4,Update payment method,resolved,Payment processed successfully,5.0,True
-5723,2024-04-19 12:16:18,14848701087,4,New Quote,5,general,148,3.1,Update address,transferred,"Claim filed, reference number provided",3.0,False
-5724,2024-04-19 12:30:41,19111915404,2,Billing & Payments,3,billing,196,2.6,Complaint about service,resolved,Customer disconnected before resolution,1.0,True
-5725,2024-04-19 12:53:16,17856759523,3,Policy Changes,5,general,132,4.0,Request payment plan,resolved,"Information provided, no action needed",4.0,True
-5726,2024-04-19 13:12:50,17510512776,3,Policy Changes,5,general,149,7.0,Request payment plan,transferred,Payment processed successfully,3.0,False
-5727,2024-04-19 13:13:56,14592152602,4,New Quote,6,general,59,5.8,Report accident,resolved,Callback scheduled for tomorrow,3.0,True
-5728,2024-04-19 13:36:09,16196302143,2,Billing & Payments,8,billing,47,6.9,Filing new auto claim,transferred,Escalated to claims adjuster,2.0,False
-5729,2024-04-19 13:44:18,12574907674,0,Speak to Agent,5,general,180,4.2,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-5730,2024-04-19 13:47:19,16909634180,1,Claims,7,claims,4,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-5731,2024-04-19 13:52:35,19415150450,1,Claims,7,claims,79,9.0,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-5732,2024-04-19 13:52:40,15511307742,3,Policy Changes,5,general,179,2.1,Change coverage level,resolved,Resolved on first call,3.0,True
-5733,2024-04-19 14:05:31,12158928946,1,Claims,2,claims,68,10.7,Claim status inquiry,transferred,"Claim filed, reference number provided",5.0,False
-5734,2024-04-19 14:10:30,16235343975,2,Billing & Payments,4,billing,147,3.3,Remove vehicle from policy,transferred,Customer disconnected before resolution,2.0,False
-5735,2024-04-19 14:16:55,19427193703,2,Billing & Payments,4,billing,128,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-5736,2024-04-19 14:26:22,16338168631,0,Speak to Agent,6,general,108,9.2,Remove vehicle from policy,follow_up_needed,Resolved on first call,2.0,False
-5737,2024-04-19 14:46:39,15075936783,1,Claims,7,claims,133,7.0,General coverage question,follow_up_needed,"Information provided, no action needed",4.0,False
-5738,2024-04-19 15:14:44,17712647454,3,Policy Changes,5,general,2,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-5739,2024-04-19 15:23:16,17581326996,1,Claims,7,claims,173,5.5,Remove vehicle from policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-5740,2024-04-19 15:58:01,13014608993,4,New Quote,6,general,74,10.1,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-5741,2024-04-19 16:14:14,14913841284,2,Billing & Payments,3,billing,220,6.9,Cancel policy,resolved,Transferred to supervisor,5.0,True
-5742,2024-04-19 16:30:41,18931157747,4,New Quote,5,general,0,7.9,Request ID cards,resolved,Callback scheduled for tomorrow,5.0,True
-5743,2024-04-19 16:45:29,18318192776,2,Billing & Payments,4,billing,143,4.7,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-5744,2024-04-19 16:46:41,18521976772,4,New Quote,5,general,28,5.7,Update payment method,resolved,Payment processed successfully,3.0,True
-5745,2024-04-19 16:53:40,14720844808,4,New Quote,6,general,303,8.0,Ask about discounts,resolved,Customer disconnected before resolution,5.0,True
-5746,2024-04-19 16:59:21,15494523500,4,New Quote,5,general,0,3.6,Add driver to policy,transferred,"Information provided, no action needed",2.0,False
-5747,2024-04-19 17:11:55,13870648199,4,New Quote,5,general,0,6.5,Dispute claim denial,resolved,Payment processed successfully,3.0,True
-5748,2024-04-19 17:38:47,17516198185,2,Billing & Payments,3,billing,84,1.5,Report accident,resolved,"Information provided, no action needed",3.0,True
-5749,2024-04-19 17:54:36,14172982966,3,Policy Changes,6,general,95,9.8,Update payment method,resolved,Resolved on first call,5.0,True
-5750,2024-04-19 17:57:14,19396631804,3,Policy Changes,5,general,104,7.7,Ask about deductible,follow_up_needed,Transferred to supervisor,4.0,False
-5751,2024-04-19 18:10:43,17954754948,4,New Quote,5,general,228,6.5,Ask about deductible,transferred,Payment processed successfully,5.0,False
-5752,2024-04-19 18:12:07,14745360670,0,Speak to Agent,5,general,286,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-5753,2024-04-19 18:33:26,13104377719,0,Speak to Agent,6,general,151,5.4,Add driver to policy,resolved,Customer requested manager,4.0,True
-5754,2024-04-19 18:34:05,18010715200,3,Policy Changes,5,general,52,5.1,Inquire about premium increase,resolved,Payment processed successfully,4.0,True
-5755,2024-04-19 18:36:02,16176181562,0,Speak to Agent,5,general,90,4.4,Cancel policy,resolved,Customer requested manager,5.0,True
-5756,2024-04-20 09:04:30,14262266551,2,Billing & Payments,3,billing,116,7.2,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-5757,2024-04-20 09:35:21,17303395611,3,Policy Changes,5,general,57,2.7,Reinstate lapsed policy,transferred,Callback scheduled for tomorrow,3.0,False
-5758,2024-04-20 09:38:31,18270442928,0,Speak to Agent,6,general,112,5.0,Update payment method,resolved,Customer requested manager,4.0,True
-5759,2024-04-20 09:42:58,16051223363,2,Billing & Payments,4,billing,145,11.4,Request payment plan,resolved,Escalated to claims adjuster,3.0,True
-5760,2024-04-20 09:51:06,15131589308,3,Policy Changes,6,general,126,0.0,Payment not processed,abandoned,Customer abandoned,,False
-5761,2024-04-20 10:12:00,17683699872,3,Policy Changes,5,general,143,7.6,Request proof of insurance,resolved,Resolved on first call,3.0,True
-5762,2024-04-20 10:20:55,16721164740,3,Policy Changes,5,general,135,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-5763,2024-04-20 10:38:54,15186078431,3,Policy Changes,6,general,213,9.9,Ask about discounts,resolved,Escalated to claims adjuster,4.0,True
-5764,2024-04-20 11:00:43,19000313066,0,Speak to Agent,6,general,238,8.6,Request proof of insurance,follow_up_needed,Payment processed successfully,4.0,False
-5765,2024-04-20 11:01:08,14376609000,2,Billing & Payments,4,billing,225,0.0,General coverage question,abandoned,Customer abandoned,,False
-5766,2024-04-20 11:04:01,18351925474,4,New Quote,5,general,17,6.6,Add driver to policy,resolved,Customer requested manager,3.0,True
-5767,2024-04-20 11:06:24,18292545752,4,New Quote,6,general,115,7.1,General coverage question,resolved,Callback scheduled for tomorrow,3.0,True
-5768,2024-04-20 11:41:05,16224126916,4,New Quote,6,general,0,0.0,Update payment method,abandoned,Customer abandoned,,False
-5769,2024-04-20 11:45:51,12850873409,4,New Quote,6,general,0,7.3,Complaint about service,follow_up_needed,Customer disconnected before resolution,3.0,False
-5770,2024-04-20 11:48:19,16523379503,0,Speak to Agent,5,general,83,5.5,Change coverage level,resolved,Transferred to supervisor,4.0,True
-5771,2024-04-20 11:51:24,14929215216,2,Billing & Payments,8,billing,77,0.0,Request ID cards,abandoned,Customer abandoned,,False
-5772,2024-04-20 11:59:42,19022221529,1,Claims,1,claims,142,10.1,Reinstate lapsed policy,transferred,Transferred to supervisor,2.0,False
-5773,2024-04-20 12:31:26,15633768813,1,Claims,7,claims,155,8.4,Inquire about premium increase,resolved,"Information provided, no action needed",5.0,True
-5774,2024-04-20 12:35:04,14299332720,0,Speak to Agent,6,general,221,8.1,Update address,resolved,"Claim filed, reference number provided",4.0,True
-5775,2024-04-20 12:42:05,18809172477,4,New Quote,5,general,15,6.8,Claim status inquiry,follow_up_needed,Customer disconnected before resolution,3.0,False
-5776,2024-04-20 12:46:58,15844979309,4,New Quote,5,general,35,4.1,Dispute claim denial,resolved,Callback scheduled for tomorrow,4.0,True
-5777,2024-04-20 12:48:26,16371410553,0,Speak to Agent,5,general,0,7.4,Add driver to policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-5778,2024-04-20 12:54:07,12504937365,2,Billing & Payments,3,billing,292,5.7,General coverage question,resolved,Payment processed successfully,4.0,True
-5779,2024-04-20 12:58:51,17437785506,3,Policy Changes,6,general,72,6.5,Remove vehicle from policy,resolved,Customer requested manager,4.0,True
-5780,2024-04-22 07:08:17,16648110435,1,Claims,1,claims,251,8.1,Request ID cards,transferred,Escalated to claims adjuster,4.0,False
-5781,2024-04-22 07:08:30,19856997130,0,Speak to Agent,6,general,119,10.2,Update address,resolved,Resolved on first call,3.0,True
-5782,2024-04-22 07:10:11,12336305474,4,New Quote,6,general,185,3.4,Update payment method,transferred,Customer disconnected before resolution,5.0,False
-5783,2024-04-22 07:10:30,17412259997,1,Claims,7,claims,146,9.8,Request ID cards,follow_up_needed,Customer requested manager,5.0,False
-5784,2024-04-22 07:10:31,14114119134,4,New Quote,6,general,95,8.5,Filing new auto claim,resolved,Transferred to supervisor,3.0,True
-5785,2024-04-22 07:51:05,12187392548,0,Speak to Agent,5,general,173,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-5786,2024-04-22 08:08:25,12965889711,2,Billing & Payments,4,billing,93,3.6,Filing new auto claim,resolved,Customer disconnected before resolution,3.0,True
-5787,2024-04-22 08:22:36,19837254179,3,Policy Changes,5,general,26,1.8,Reinstate lapsed policy,resolved,"Information provided, no action needed",4.0,True
-5788,2024-04-22 08:23:21,12252110974,2,Billing & Payments,8,billing,153,10.2,Payment not processed,resolved,Policy updated per customer request,3.0,True
-5789,2024-04-22 08:24:29,17356950949,2,Billing & Payments,3,billing,47,3.9,General coverage question,resolved,Payment processed successfully,5.0,True
-5790,2024-04-22 08:29:46,18593061373,0,Speak to Agent,5,general,0,6.2,Dispute claim denial,follow_up_needed,Policy updated per customer request,2.0,False
-5791,2024-04-22 08:30:42,14564384462,3,Policy Changes,6,general,124,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-5792,2024-04-22 08:34:26,17586901367,4,New Quote,5,general,51,3.6,Update payment method,follow_up_needed,Payment processed successfully,4.0,False
-5793,2024-04-22 08:53:28,12260473281,1,Claims,1,claims,57,7.3,Cancel policy,resolved,"Information provided, no action needed",4.0,True
-5794,2024-04-22 08:53:49,14843276547,1,Claims,7,claims,44,6.7,Claim status inquiry,follow_up_needed,Payment processed successfully,4.0,False
-5795,2024-04-22 09:07:59,13010369647,4,New Quote,5,general,28,4.8,Add driver to policy,transferred,Callback scheduled for tomorrow,4.0,False
-5796,2024-04-22 09:15:20,16613060737,3,Policy Changes,6,general,120,0.0,Payment not processed,abandoned,Customer abandoned,,False
-5797,2024-04-22 09:15:59,16420145038,2,Billing & Payments,3,billing,0,6.0,Request payment plan,resolved,Escalated to claims adjuster,5.0,True
-5798,2024-04-22 09:17:54,19423721636,4,New Quote,6,general,35,6.0,Ask about deductible,transferred,Resolved on first call,2.0,False
-5799,2024-04-22 09:25:23,14153714543,0,Speak to Agent,5,general,130,4.6,Change coverage level,resolved,Callback scheduled for tomorrow,2.0,True
-5800,2024-04-22 09:31:35,18017900130,0,Speak to Agent,6,general,360,3.6,Complaint about service,follow_up_needed,Resolved on first call,4.0,False
-5801,2024-04-22 09:36:18,17050271568,0,Speak to Agent,6,general,55,4.3,Update payment method,resolved,Escalated to claims adjuster,3.0,True
-5802,2024-04-22 09:41:07,16909366890,4,New Quote,5,general,99,4.3,Request ID cards,resolved,Callback scheduled for tomorrow,3.0,True
-5803,2024-04-22 09:41:15,16146325822,1,Claims,7,claims,0,4.3,Update address,resolved,Escalated to claims adjuster,4.0,True
-5804,2024-04-22 09:50:28,14395451691,0,Speak to Agent,6,general,130,6.3,Request ID cards,resolved,Customer requested manager,4.0,True
-5805,2024-04-22 09:54:08,16851754554,2,Billing & Payments,8,billing,94,5.5,Update payment method,follow_up_needed,Customer requested manager,3.0,False
-5806,2024-04-22 10:01:18,15106303236,3,Policy Changes,5,general,147,11.4,Request ID cards,follow_up_needed,Customer disconnected before resolution,2.0,False
-5807,2024-04-22 10:04:05,13934287029,1,Claims,2,claims,208,9.7,Remove vehicle from policy,resolved,Customer requested manager,4.0,True
-5808,2024-04-22 10:12:29,19843292949,4,New Quote,6,general,156,10.0,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-5809,2024-04-22 10:19:53,19226135622,1,Claims,2,claims,78,7.7,Request ID cards,follow_up_needed,Resolved on first call,2.0,False
-5810,2024-04-22 10:32:06,19460181236,4,New Quote,5,general,220,3.1,Inquire about premium increase,transferred,Callback scheduled for tomorrow,2.0,False
-5811,2024-04-22 10:34:10,12578719007,3,Policy Changes,5,general,112,9.0,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-5812,2024-04-22 10:51:45,15091559276,3,Policy Changes,5,general,108,2.2,General coverage question,follow_up_needed,Transferred to supervisor,4.0,False
-5813,2024-04-22 10:56:47,13964176484,4,New Quote,6,general,61,7.1,Claim status inquiry,transferred,Payment processed successfully,2.0,False
-5814,2024-04-22 10:58:41,19963272491,2,Billing & Payments,3,billing,84,3.2,Reinstate lapsed policy,resolved,Escalated to claims adjuster,3.0,True
-5815,2024-04-22 11:07:55,18562866984,4,New Quote,5,general,82,8.1,Remove vehicle from policy,resolved,"Information provided, no action needed",4.0,True
-5816,2024-04-22 11:10:01,15046737081,1,Claims,7,claims,0,4.6,Update address,transferred,Resolved on first call,5.0,False
-5817,2024-04-22 11:13:01,14983652417,3,Policy Changes,6,general,61,13.7,Request proof of insurance,resolved,Payment processed successfully,3.0,True
-5818,2024-04-22 11:14:38,15309333826,4,New Quote,5,general,97,5.6,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-5819,2024-04-22 11:27:56,17010999759,3,Policy Changes,5,general,82,2.4,Add driver to policy,resolved,Customer requested manager,5.0,True
-5820,2024-04-22 11:56:47,17611107160,2,Billing & Payments,4,billing,140,7.5,Request payment plan,follow_up_needed,Policy updated per customer request,2.0,False
-5821,2024-04-22 12:16:30,18623491742,3,Policy Changes,5,general,110,0.5,Update address,follow_up_needed,Customer requested manager,2.0,False
-5822,2024-04-22 12:26:38,18232125978,3,Policy Changes,6,general,184,9.5,Payment not processed,resolved,Resolved on first call,5.0,True
-5823,2024-04-22 12:43:23,16609886107,2,Billing & Payments,4,billing,113,4.9,Cancel policy,follow_up_needed,Payment processed successfully,2.0,False
-5824,2024-04-22 12:51:49,18123736159,0,Speak to Agent,6,general,48,7.8,Request ID cards,follow_up_needed,Payment processed successfully,2.0,False
-5825,2024-04-22 12:55:55,14261291131,3,Policy Changes,5,general,0,5.0,Payment not processed,resolved,Customer disconnected before resolution,4.0,True
-5826,2024-04-22 13:08:48,18378134696,4,New Quote,5,general,87,3.5,General coverage question,resolved,Transferred to supervisor,2.0,True
-5827,2024-04-22 13:19:22,17267086688,3,Policy Changes,6,general,83,10.2,Add driver to policy,resolved,"Claim filed, reference number provided",2.0,True
-5828,2024-04-22 13:53:02,19283417408,4,New Quote,5,general,0,5.9,Remove vehicle from policy,follow_up_needed,Payment processed successfully,3.0,False
-5829,2024-04-22 14:07:36,16953823127,2,Billing & Payments,4,billing,150,10.0,Request ID cards,follow_up_needed,Customer disconnected before resolution,3.0,False
-5830,2024-04-22 14:09:44,14038671913,4,New Quote,6,general,155,8.2,Ask about deductible,resolved,Customer requested manager,3.0,True
-5831,2024-04-22 14:32:38,16431724716,0,Speak to Agent,5,general,245,5.3,Dispute claim denial,resolved,Payment processed successfully,2.0,True
-5832,2024-04-22 14:44:26,14248046419,4,New Quote,5,general,0,7.3,Update payment method,resolved,"Information provided, no action needed",3.0,True
-5833,2024-04-22 14:51:23,19503013397,2,Billing & Payments,8,billing,147,4.9,Remove vehicle from policy,follow_up_needed,Payment processed successfully,3.0,False
-5834,2024-04-22 15:02:05,15313420172,2,Billing & Payments,4,billing,189,5.2,General coverage question,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-5835,2024-04-22 15:05:08,13474610260,4,New Quote,5,general,0,7.6,Request proof of insurance,follow_up_needed,"Claim filed, reference number provided",3.0,False
-5836,2024-04-22 15:18:42,17918991997,0,Speak to Agent,5,general,91,3.8,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-5837,2024-04-22 15:18:56,15201267375,2,Billing & Payments,3,billing,250,3.8,Update payment method,resolved,"Information provided, no action needed",3.0,True
-5838,2024-04-22 15:42:57,12452799423,0,Speak to Agent,5,general,178,0.0,General coverage question,abandoned,Customer abandoned,,False
-5839,2024-04-22 16:03:49,15994827560,4,New Quote,5,general,177,4.9,Remove vehicle from policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-5840,2024-04-22 16:25:55,18310818673,2,Billing & Payments,3,billing,107,2.8,Complaint about service,resolved,Policy updated per customer request,3.0,True
-5841,2024-04-22 16:26:38,19628182637,2,Billing & Payments,4,billing,169,8.6,Payment not processed,resolved,Customer requested manager,4.0,True
-5842,2024-04-22 16:28:38,12139455501,0,Speak to Agent,6,general,244,9.0,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",2.0,False
-5843,2024-04-22 18:04:01,16249260453,0,Speak to Agent,6,general,0,4.5,Request payment plan,resolved,Transferred to supervisor,4.0,True
-5844,2024-04-22 18:10:59,17607536679,3,Policy Changes,6,general,72,10.2,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-5845,2024-04-22 18:14:04,15200129796,0,Speak to Agent,6,general,170,13.9,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,4.0,True
-5846,2024-04-22 18:15:23,16403478668,1,Claims,1,claims,34,12.0,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,2.0,True
-5847,2024-04-22 18:16:02,18653006046,1,Claims,2,claims,184,8.2,Payment not processed,resolved,Customer disconnected before resolution,4.0,True
-5848,2024-04-22 18:20:30,19727356911,4,New Quote,5,general,118,8.6,Request ID cards,transferred,Resolved on first call,4.0,False
-5849,2024-04-22 18:26:57,19714763268,2,Billing & Payments,4,billing,101,3.7,Update address,follow_up_needed,Customer requested manager,4.0,False
-5850,2024-04-22 18:27:50,16228904002,2,Billing & Payments,4,billing,253,7.6,Filing new auto claim,resolved,Resolved on first call,5.0,True
-5851,2024-04-22 18:29:45,16396752840,4,New Quote,6,general,173,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-5852,2024-04-22 18:33:24,13238820753,3,Policy Changes,5,general,152,9.0,Ask about deductible,transferred,"Information provided, no action needed",3.0,False
-5853,2024-04-22 18:41:35,17261875852,2,Billing & Payments,3,billing,253,9.8,Add driver to policy,resolved,Transferred to supervisor,3.0,True
-5854,2024-04-22 18:44:33,13074089919,4,New Quote,6,general,208,8.4,Update address,resolved,Customer requested manager,3.0,True
-5855,2024-04-22 18:54:20,19162572942,3,Policy Changes,5,general,67,0.0,Report accident,abandoned,Customer abandoned,,False
-5856,2024-04-23 07:01:38,16098250941,2,Billing & Payments,3,billing,96,4.5,Request proof of insurance,transferred,Callback scheduled for tomorrow,3.0,False
-5857,2024-04-23 07:13:07,14290212173,0,Speak to Agent,5,general,142,3.5,Update payment method,resolved,Customer requested manager,5.0,True
-5858,2024-04-23 07:31:07,19229458473,4,New Quote,5,general,195,5.7,Update payment method,transferred,"Information provided, no action needed",3.0,False
-5859,2024-04-23 07:40:20,13810209800,3,Policy Changes,5,general,0,4.5,Report accident,resolved,Customer requested manager,4.0,True
-5860,2024-04-23 07:41:24,16676537660,3,Policy Changes,5,general,52,6.8,Claim status inquiry,resolved,Payment processed successfully,3.0,True
-5861,2024-04-23 07:47:20,19273972378,2,Billing & Payments,4,billing,15,8.0,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-5862,2024-04-23 07:52:55,15486013127,0,Speak to Agent,6,general,288,7.6,Payment not processed,follow_up_needed,Policy updated per customer request,3.0,False
-5863,2024-04-23 07:59:41,15748415268,2,Billing & Payments,8,billing,303,1.9,Inquire about premium increase,resolved,Customer requested manager,3.0,True
-5864,2024-04-23 08:05:21,12063101742,1,Claims,2,claims,75,6.1,Payment not processed,transferred,Resolved on first call,1.0,False
-5865,2024-04-23 08:33:45,17819147989,3,Policy Changes,6,general,151,9.9,Change coverage level,resolved,Transferred to supervisor,3.0,True
-5866,2024-04-23 08:48:21,19862459803,2,Billing & Payments,3,billing,76,2.1,Cancel policy,resolved,Resolved on first call,4.0,True
-5867,2024-04-23 08:54:23,18626769473,0,Speak to Agent,6,general,133,5.2,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-5868,2024-04-23 09:09:01,12727170840,2,Billing & Payments,8,billing,99,8.3,Filing new auto claim,follow_up_needed,Transferred to supervisor,1.0,False
-5869,2024-04-23 09:18:53,15701827819,3,Policy Changes,6,general,132,3.6,Claim status inquiry,resolved,Payment processed successfully,4.0,True
-5870,2024-04-23 10:01:16,12243847272,1,Claims,1,claims,152,0.0,Payment not processed,abandoned,Customer abandoned,,False
-5871,2024-04-23 10:01:58,12282261085,1,Claims,2,claims,104,7.7,Update payment method,resolved,Payment processed successfully,3.0,True
-5872,2024-04-23 10:04:23,14214588865,4,New Quote,6,general,157,10.9,Complaint about service,follow_up_needed,Escalated to claims adjuster,3.0,False
-5873,2024-04-23 10:13:05,12245002364,3,Policy Changes,5,general,55,7.1,Request payment plan,resolved,Resolved on first call,3.0,True
-5874,2024-04-23 10:15:08,19169464705,4,New Quote,5,general,35,2.1,Dispute claim denial,transferred,Callback scheduled for tomorrow,2.0,False
-5875,2024-04-23 10:17:09,13986019862,1,Claims,2,claims,49,7.3,Claim status inquiry,resolved,"Claim filed, reference number provided",2.0,True
-5876,2024-04-23 10:21:23,14786084820,4,New Quote,5,general,136,5.5,Claim status inquiry,resolved,"Claim filed, reference number provided",3.0,True
-5877,2024-04-23 10:36:37,17630158461,3,Policy Changes,5,general,90,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-5878,2024-04-23 10:46:30,18466280750,4,New Quote,5,general,143,5.2,Request proof of insurance,resolved,Callback scheduled for tomorrow,5.0,True
-5879,2024-04-23 10:53:36,17280128790,3,Policy Changes,6,general,108,8.7,Request proof of insurance,resolved,Escalated to claims adjuster,4.0,True
-5880,2024-04-23 11:10:57,19010050599,1,Claims,2,claims,29,5.8,Claim status inquiry,resolved,"Claim filed, reference number provided",5.0,True
-5881,2024-04-23 11:18:01,12560389431,1,Claims,1,claims,184,3.3,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-5882,2024-04-23 11:18:20,15811079138,1,Claims,2,claims,142,6.5,Complaint about service,resolved,Payment processed successfully,3.0,True
-5883,2024-04-23 11:19:27,17456618648,2,Billing & Payments,3,billing,270,0.0,Payment not processed,abandoned,Customer abandoned,,False
-5884,2024-04-23 11:28:00,18108060704,2,Billing & Payments,4,billing,379,4.6,Cancel policy,resolved,Callback scheduled for tomorrow,3.0,True
-5885,2024-04-23 11:35:18,13623288350,4,New Quote,6,general,0,5.1,Dispute claim denial,resolved,Policy updated per customer request,3.0,True
-5886,2024-04-23 11:44:26,13908403475,2,Billing & Payments,8,billing,127,0.5,Update payment method,resolved,"Information provided, no action needed",4.0,True
-5887,2024-04-23 11:46:09,17853041652,2,Billing & Payments,8,billing,245,6.3,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-5888,2024-04-23 11:47:21,12481581066,2,Billing & Payments,4,billing,47,6.5,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",5.0,False
-5889,2024-04-23 11:54:23,18713289243,4,New Quote,6,general,0,7.7,General coverage question,resolved,"Information provided, no action needed",4.0,True
-5890,2024-04-23 11:58:44,15577950098,0,Speak to Agent,6,general,71,8.0,Cancel policy,resolved,Transferred to supervisor,2.0,True
-5891,2024-04-23 12:22:02,12220380970,2,Billing & Payments,3,billing,154,5.3,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-5892,2024-04-23 12:31:33,15308541013,2,Billing & Payments,4,billing,50,0.5,Request payment plan,resolved,Resolved on first call,5.0,True
-5893,2024-04-23 13:03:42,18742214640,0,Speak to Agent,6,general,142,5.2,General coverage question,resolved,"Claim filed, reference number provided",2.0,True
-5894,2024-04-23 13:55:35,19838203271,1,Claims,1,claims,17,4.8,Request proof of insurance,resolved,Customer requested manager,4.0,True
-5895,2024-04-23 14:00:17,18333799695,4,New Quote,6,general,112,8.5,Report accident,resolved,Transferred to supervisor,2.0,True
-5896,2024-04-23 14:23:48,17783471988,0,Speak to Agent,6,general,126,0.0,General coverage question,abandoned,Customer abandoned,,False
-5897,2024-04-23 14:26:30,13934073460,3,Policy Changes,5,general,180,4.3,Remove vehicle from policy,resolved,Escalated to claims adjuster,4.0,True
-5898,2024-04-23 14:32:44,12449382812,4,New Quote,5,general,58,5.2,General coverage question,resolved,Policy updated per customer request,5.0,True
-5899,2024-04-23 14:34:44,17397365124,4,New Quote,5,general,77,5.5,Update address,resolved,Customer disconnected before resolution,3.0,True
-5900,2024-04-23 14:45:15,16390450980,3,Policy Changes,6,general,72,8.9,Cancel policy,follow_up_needed,Customer disconnected before resolution,5.0,False
-5901,2024-04-23 14:54:03,17905916209,3,Policy Changes,5,general,0,7.1,Request payment plan,resolved,"Claim filed, reference number provided",3.0,True
-5902,2024-04-23 14:57:38,18530440878,2,Billing & Payments,8,billing,47,6.8,Payment not processed,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-5903,2024-04-23 15:04:53,17495979613,4,New Quote,5,general,6,4.4,Remove vehicle from policy,transferred,Customer requested manager,3.0,False
-5904,2024-04-23 15:07:10,19397608573,0,Speak to Agent,5,general,111,3.4,Request payment plan,resolved,"Claim filed, reference number provided",5.0,True
-5905,2024-04-23 15:18:13,14482714219,0,Speak to Agent,6,general,0,9.1,Report accident,resolved,Policy updated per customer request,4.0,True
-5906,2024-04-23 15:20:17,19577941500,0,Speak to Agent,6,general,214,9.0,Update address,resolved,Customer disconnected before resolution,4.0,True
-5907,2024-04-23 15:40:38,12492564228,3,Policy Changes,5,general,16,3.2,Cancel policy,follow_up_needed,Customer disconnected before resolution,4.0,False
-5908,2024-04-23 15:55:13,18096680783,2,Billing & Payments,4,billing,209,8.0,Request payment plan,resolved,Payment processed successfully,1.0,True
-5909,2024-04-23 16:02:07,12160301674,3,Policy Changes,6,general,59,10.0,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-5910,2024-04-23 16:02:32,12159957333,1,Claims,1,claims,6,3.1,Remove vehicle from policy,resolved,Customer disconnected before resolution,5.0,True
-5911,2024-04-23 16:10:24,16899836151,3,Policy Changes,6,general,247,7.9,Remove vehicle from policy,follow_up_needed,Payment processed successfully,2.0,False
-5912,2024-04-23 16:14:36,12077705991,1,Claims,1,claims,143,0.5,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,4.0,True
-5913,2024-04-23 16:21:59,16031926519,1,Claims,7,claims,63,4.7,Report accident,resolved,Customer requested manager,1.0,True
-5914,2024-04-23 16:33:36,13941392343,2,Billing & Payments,8,billing,136,8.1,Cancel policy,follow_up_needed,Resolved on first call,3.0,False
-5915,2024-04-23 17:07:14,13688650712,3,Policy Changes,5,general,206,6.1,Change coverage level,resolved,Callback scheduled for tomorrow,5.0,True
-5916,2024-04-23 17:21:37,17110396891,3,Policy Changes,6,general,195,0.0,Request payment plan,abandoned,Customer abandoned,,False
-5917,2024-04-24 07:25:55,15025782362,4,New Quote,5,general,158,4.7,Update payment method,resolved,"Information provided, no action needed",5.0,True
-5918,2024-04-24 07:28:18,12831626384,4,New Quote,5,general,46,6.4,Filing new auto claim,follow_up_needed,Payment processed successfully,4.0,False
-5919,2024-04-24 07:38:46,16032343464,1,Claims,1,claims,105,4.5,Reinstate lapsed policy,resolved,"Information provided, no action needed",4.0,True
-5920,2024-04-24 07:45:02,16015688268,4,New Quote,5,general,18,5.8,Filing new auto claim,resolved,Transferred to supervisor,3.0,True
-5921,2024-04-24 07:51:49,15720559349,3,Policy Changes,6,general,287,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-5922,2024-04-24 08:02:05,19396202710,3,Policy Changes,5,general,189,2.2,Request payment plan,resolved,Policy updated per customer request,4.0,True
-5923,2024-04-24 08:16:08,12508421565,4,New Quote,5,general,174,2.3,Update address,resolved,Policy updated per customer request,4.0,True
-5924,2024-04-24 08:27:29,13233790312,1,Claims,7,claims,142,6.1,Complaint about service,resolved,Resolved on first call,4.0,True
-5925,2024-04-24 08:28:05,14792731466,3,Policy Changes,6,general,216,12.3,Claim status inquiry,resolved,Payment processed successfully,3.0,True
-5926,2024-04-24 08:39:19,15804726888,2,Billing & Payments,8,billing,152,8.3,Request proof of insurance,transferred,Callback scheduled for tomorrow,4.0,False
-5927,2024-04-24 08:56:00,18576183076,1,Claims,7,claims,223,2.6,Filing new auto claim,resolved,Escalated to claims adjuster,5.0,True
-5928,2024-04-24 08:57:57,13409650457,4,New Quote,6,general,191,7.8,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-5929,2024-04-24 09:00:04,15629909779,1,Claims,2,claims,18,7.5,Filing new auto claim,resolved,Resolved on first call,2.0,True
-5930,2024-04-24 09:02:11,16266694000,4,New Quote,6,general,29,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-5931,2024-04-24 09:20:16,18598767528,3,Policy Changes,5,general,186,1.5,Report accident,resolved,Customer requested manager,3.0,True
-5932,2024-04-24 09:23:05,18933832214,2,Billing & Payments,4,billing,210,7.5,Add driver to policy,follow_up_needed,Payment processed successfully,3.0,False
-5933,2024-04-24 09:24:34,14603992070,2,Billing & Payments,4,billing,167,5.6,Dispute claim denial,follow_up_needed,Transferred to supervisor,3.0,False
-5934,2024-04-24 09:26:18,13592639011,0,Speak to Agent,6,general,145,7.7,Update payment method,resolved,"Claim filed, reference number provided",3.0,True
-5935,2024-04-24 09:32:24,12707510154,1,Claims,2,claims,27,7.8,Complaint about service,resolved,Escalated to claims adjuster,2.0,True
-5936,2024-04-24 09:35:20,16737199573,1,Claims,2,claims,239,6.2,Inquire about premium increase,resolved,Callback scheduled for tomorrow,4.0,True
-5937,2024-04-24 09:35:57,12766262286,0,Speak to Agent,5,general,80,7.0,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,4.0,True
-5938,2024-04-24 09:44:06,17049961554,2,Billing & Payments,3,billing,16,0.9,Update address,transferred,Payment processed successfully,3.0,False
-5939,2024-04-24 09:53:33,18236416023,2,Billing & Payments,4,billing,173,4.6,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-5940,2024-04-24 10:17:43,17876240681,4,New Quote,6,general,186,0.0,Payment not processed,abandoned,Customer abandoned,,False
-5941,2024-04-24 10:25:50,19197086478,3,Policy Changes,6,general,115,6.9,Report accident,transferred,Callback scheduled for tomorrow,5.0,False
-5942,2024-04-24 10:35:32,13436124616,3,Policy Changes,6,general,102,10.8,Request ID cards,resolved,"Claim filed, reference number provided",2.0,True
-5943,2024-04-24 10:36:10,12724896346,1,Claims,2,claims,0,2.5,Ask about deductible,resolved,Customer disconnected before resolution,5.0,True
-5944,2024-04-24 10:45:18,15844618495,1,Claims,7,claims,116,7.8,Inquire about premium increase,transferred,Payment processed successfully,1.0,False
-5945,2024-04-24 10:46:52,19954574653,3,Policy Changes,6,general,154,12.8,Update payment method,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-5946,2024-04-24 11:00:45,13374995699,3,Policy Changes,5,general,210,4.6,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-5947,2024-04-24 11:03:55,16474028872,0,Speak to Agent,6,general,85,5.6,Reinstate lapsed policy,resolved,Policy updated per customer request,3.0,True
-5948,2024-04-24 11:05:27,17288495057,1,Claims,1,claims,272,8.3,Request proof of insurance,resolved,Customer requested manager,5.0,True
-5949,2024-04-24 11:20:43,18070973715,1,Claims,7,claims,27,8.8,Inquire about premium increase,transferred,Payment processed successfully,3.0,False
-5950,2024-04-24 11:45:05,14816963791,2,Billing & Payments,8,billing,142,7.9,Ask about deductible,resolved,Resolved on first call,4.0,True
-5951,2024-04-24 11:57:24,12168916437,4,New Quote,6,general,157,10.6,Request proof of insurance,resolved,Customer disconnected before resolution,3.0,True
-5952,2024-04-24 11:58:54,16377633305,0,Speak to Agent,6,general,7,12.6,Reinstate lapsed policy,resolved,Escalated to claims adjuster,3.0,True
-5953,2024-04-24 12:02:24,15722977680,1,Claims,7,claims,205,6.8,Request proof of insurance,follow_up_needed,"Information provided, no action needed",3.0,False
-5954,2024-04-24 12:08:32,16525967954,2,Billing & Payments,3,billing,57,2.5,Change coverage level,resolved,Resolved on first call,4.0,True
-5955,2024-04-24 12:14:13,17635666303,2,Billing & Payments,3,billing,132,3.4,Cancel policy,follow_up_needed,"Claim filed, reference number provided",4.0,False
-5956,2024-04-24 12:26:24,14343999071,4,New Quote,5,general,0,2.9,General coverage question,follow_up_needed,Resolved on first call,3.0,False
-5957,2024-04-24 12:40:52,15479109150,1,Claims,7,claims,59,8.1,Update address,resolved,"Claim filed, reference number provided",4.0,True
-5958,2024-04-24 12:46:49,17078464447,0,Speak to Agent,5,general,181,0.7,Ask about deductible,transferred,Callback scheduled for tomorrow,3.0,False
-5959,2024-04-24 12:53:06,19013026907,4,New Quote,6,general,69,0.0,Request payment plan,abandoned,Customer abandoned,,False
-5960,2024-04-24 12:55:34,15906448025,3,Policy Changes,5,general,215,7.7,Request ID cards,resolved,Callback scheduled for tomorrow,5.0,True
-5961,2024-04-24 13:25:39,14889371258,4,New Quote,5,general,0,7.7,Add driver to policy,resolved,Customer requested manager,5.0,True
-5962,2024-04-24 13:35:54,12919691692,1,Claims,7,claims,234,4.6,Update payment method,resolved,Customer requested manager,4.0,True
-5963,2024-04-24 13:55:20,12132048833,2,Billing & Payments,8,billing,23,3.9,Dispute claim denial,resolved,"Claim filed, reference number provided",5.0,True
-5964,2024-04-24 13:59:31,18232907242,1,Claims,2,claims,100,6.8,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-5965,2024-04-24 14:03:11,14238083834,1,Claims,1,claims,155,6.4,Ask about deductible,follow_up_needed,Escalated to claims adjuster,2.0,False
-5966,2024-04-24 14:06:22,12889154859,3,Policy Changes,5,general,47,5.9,Complaint about service,resolved,Resolved on first call,4.0,True
-5967,2024-04-24 14:06:23,17060415990,1,Claims,7,claims,182,4.7,Request proof of insurance,follow_up_needed,Payment processed successfully,4.0,False
-5968,2024-04-24 14:18:02,18438188849,4,New Quote,6,general,138,15.7,Inquire about premium increase,resolved,Transferred to supervisor,5.0,True
-5969,2024-04-24 14:46:20,14606094642,3,Policy Changes,5,general,197,6.7,Report accident,transferred,Customer requested manager,4.0,False
-5970,2024-04-24 14:52:52,14402589684,4,New Quote,6,general,11,9.0,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-5971,2024-04-24 15:10:55,18177449235,3,Policy Changes,6,general,118,5.6,Remove vehicle from policy,resolved,Customer requested manager,4.0,True
-5972,2024-04-24 15:19:00,17689534262,1,Claims,1,claims,306,9.1,Payment not processed,follow_up_needed,Customer requested manager,4.0,False
-5973,2024-04-24 15:20:45,17392489871,1,Claims,2,claims,122,4.5,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-5974,2024-04-24 15:41:14,19992680624,3,Policy Changes,5,general,168,5.8,Add driver to policy,transferred,Escalated to claims adjuster,3.0,False
-5975,2024-04-24 15:54:33,17421389861,0,Speak to Agent,6,general,205,4.3,Request ID cards,resolved,Transferred to supervisor,4.0,True
-5976,2024-04-24 15:56:32,16879026325,0,Speak to Agent,6,general,100,9.3,Add driver to policy,resolved,Customer requested manager,3.0,True
-5977,2024-04-24 15:57:21,18648369047,3,Policy Changes,5,general,70,5.5,Update address,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-5978,2024-04-24 16:09:55,12737903240,1,Claims,7,claims,74,3.8,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-5979,2024-04-24 16:15:55,16296350756,3,Policy Changes,6,general,201,9.0,Filing new auto claim,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-5980,2024-04-24 16:22:41,16286990066,3,Policy Changes,5,general,0,7.3,Update address,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-5981,2024-04-24 17:02:32,14552797528,0,Speak to Agent,5,general,0,5.9,Filing new auto claim,resolved,Resolved on first call,3.0,True
-5982,2024-04-24 17:11:18,13061038071,2,Billing & Payments,3,billing,0,3.9,Filing new auto claim,transferred,"Information provided, no action needed",1.0,False
-5983,2024-04-24 17:17:30,14404411207,2,Billing & Payments,3,billing,215,3.5,Dispute claim denial,resolved,"Information provided, no action needed",3.0,True
-5984,2024-04-24 17:32:16,19275364946,3,Policy Changes,6,general,40,8.6,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-5985,2024-04-24 18:04:29,19599242074,3,Policy Changes,5,general,192,7.3,Payment not processed,follow_up_needed,Escalated to claims adjuster,3.0,False
-5986,2024-04-24 18:07:46,14957669818,2,Billing & Payments,3,billing,0,5.1,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",5.0,True
-5987,2024-04-24 18:13:06,18577857496,1,Claims,7,claims,68,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-5988,2024-04-24 18:24:21,12058994058,0,Speak to Agent,6,general,74,9.7,Update address,follow_up_needed,Customer disconnected before resolution,4.0,False
-5989,2024-04-24 18:42:33,16508801012,3,Policy Changes,5,general,111,5.5,Request ID cards,resolved,Transferred to supervisor,4.0,True
-5990,2024-04-24 18:51:28,16459286050,4,New Quote,6,general,195,4.5,Payment not processed,transferred,Resolved on first call,3.0,False
-5991,2024-04-25 07:03:23,17256793420,0,Speak to Agent,5,general,297,8.7,Change coverage level,follow_up_needed,Customer disconnected before resolution,5.0,False
-5992,2024-04-25 07:23:24,15080940011,3,Policy Changes,6,general,67,9.9,Request proof of insurance,resolved,Resolved on first call,4.0,True
-5993,2024-04-25 07:29:02,17964066011,2,Billing & Payments,8,billing,172,4.6,Request ID cards,follow_up_needed,"Claim filed, reference number provided",3.0,False
-5994,2024-04-25 07:36:23,16760680944,0,Speak to Agent,6,general,117,5.9,Ask about deductible,resolved,"Information provided, no action needed",5.0,True
-5995,2024-04-25 07:55:03,14421351464,0,Speak to Agent,6,general,0,0.0,Request payment plan,abandoned,Customer abandoned,,False
-5996,2024-04-25 07:55:37,15121018696,4,New Quote,5,general,46,1.9,Cancel policy,resolved,Transferred to supervisor,3.0,True
-5997,2024-04-25 08:14:10,18131582550,4,New Quote,6,general,110,11.8,Ask about discounts,resolved,Resolved on first call,4.0,True
-5998,2024-04-25 08:25:17,14745531219,0,Speak to Agent,5,general,226,5.5,General coverage question,resolved,"Information provided, no action needed",5.0,True
-5999,2024-04-25 09:07:39,16892960646,0,Speak to Agent,5,general,162,11.1,Inquire about premium increase,transferred,Transferred to supervisor,3.0,False
-6000,2024-04-25 09:09:23,13228814660,3,Policy Changes,6,general,0,0.0,Complaint about service,abandoned,Customer abandoned,,False
-6001,2024-04-25 09:18:37,13879733919,0,Speak to Agent,5,general,152,5.8,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-6002,2024-04-25 09:29:07,18962370735,3,Policy Changes,6,general,30,9.9,Filing new auto claim,resolved,"Information provided, no action needed",4.0,True
-6003,2024-04-25 09:30:08,19600014163,3,Policy Changes,6,general,193,6.5,Remove vehicle from policy,resolved,Transferred to supervisor,5.0,True
-6004,2024-04-25 09:39:56,19085194216,1,Claims,1,claims,0,3.7,Request proof of insurance,resolved,Customer requested manager,5.0,True
-6005,2024-04-25 09:40:07,19318420010,0,Speak to Agent,5,general,47,4.5,Report accident,resolved,Callback scheduled for tomorrow,3.0,True
-6006,2024-04-25 09:50:00,16699188156,1,Claims,7,claims,134,4.2,Add driver to policy,follow_up_needed,Payment processed successfully,4.0,False
-6007,2024-04-25 09:51:23,16088676942,3,Policy Changes,6,general,61,10.0,Cancel policy,follow_up_needed,"Information provided, no action needed",3.0,False
-6008,2024-04-25 09:52:43,15321340752,1,Claims,1,claims,87,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-6009,2024-04-25 09:54:31,17934535053,2,Billing & Payments,8,billing,289,4.9,Ask about discounts,follow_up_needed,Customer requested manager,4.0,False
-6010,2024-04-25 09:55:35,15294922628,0,Speak to Agent,5,general,0,7.5,Filing new auto claim,resolved,Escalated to claims adjuster,3.0,True
-6011,2024-04-25 10:13:06,18729252485,4,New Quote,5,general,92,7.5,Dispute claim denial,resolved,Escalated to claims adjuster,3.0,True
-6012,2024-04-25 10:34:30,18610466439,1,Claims,1,claims,0,8.7,General coverage question,resolved,Payment processed successfully,3.0,True
-6013,2024-04-25 10:38:55,16259819354,3,Policy Changes,6,general,133,1.8,Claim status inquiry,follow_up_needed,"Claim filed, reference number provided",4.0,False
-6014,2024-04-25 10:42:45,16414722409,1,Claims,2,claims,111,5.1,Ask about discounts,resolved,Payment processed successfully,3.0,True
-6015,2024-04-25 10:47:43,14645305329,1,Claims,7,claims,159,7.6,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-6016,2024-04-25 10:54:39,15652616279,3,Policy Changes,6,general,200,13.4,Add driver to policy,follow_up_needed,Payment processed successfully,2.0,False
-6017,2024-04-25 11:15:47,12247651579,2,Billing & Payments,8,billing,138,2.0,Complaint about service,resolved,Customer disconnected before resolution,4.0,True
-6018,2024-04-25 11:22:18,19392255451,1,Claims,2,claims,88,5.6,Claim status inquiry,transferred,Payment processed successfully,3.0,False
-6019,2024-04-25 11:27:22,14406861982,4,New Quote,6,general,232,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-6020,2024-04-25 11:51:26,17662411188,1,Claims,7,claims,108,3.2,Filing new auto claim,resolved,"Claim filed, reference number provided",3.0,True
-6021,2024-04-25 12:10:55,12155685114,2,Billing & Payments,4,billing,86,5.2,Update payment method,resolved,Resolved on first call,4.0,True
-6022,2024-04-25 12:17:40,17310120030,4,New Quote,5,general,0,0.5,Update address,resolved,Policy updated per customer request,3.0,True
-6023,2024-04-25 12:28:35,12708974103,3,Policy Changes,5,general,0,8.9,Add driver to policy,follow_up_needed,Transferred to supervisor,5.0,False
-6024,2024-04-25 12:44:16,16905229204,3,Policy Changes,5,general,129,0.5,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-6025,2024-04-25 12:55:05,17346977675,3,Policy Changes,5,general,242,6.3,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-6026,2024-04-25 13:07:28,12405647594,2,Billing & Payments,3,billing,26,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-6027,2024-04-25 13:11:42,17505182411,4,New Quote,5,general,257,6.3,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-6028,2024-04-25 13:21:27,12018682719,0,Speak to Agent,6,general,306,5.9,Complaint about service,follow_up_needed,Escalated to claims adjuster,3.0,False
-6029,2024-04-25 13:50:01,16434557396,0,Speak to Agent,6,general,108,7.9,Complaint about service,resolved,Payment processed successfully,4.0,True
-6030,2024-04-25 14:25:43,15489769808,2,Billing & Payments,3,billing,48,3.2,Cancel policy,resolved,Transferred to supervisor,3.0,True
-6031,2024-04-25 14:32:21,17522401627,4,New Quote,5,general,0,5.4,Add driver to policy,resolved,Customer requested manager,4.0,True
-6032,2024-04-25 14:32:57,17812222811,1,Claims,1,claims,156,8.0,General coverage question,resolved,Customer requested manager,2.0,True
-6033,2024-04-25 14:50:27,13452039040,3,Policy Changes,5,general,42,1.4,Dispute claim denial,resolved,Customer requested manager,3.0,True
-6034,2024-04-25 14:55:58,13388798571,0,Speak to Agent,5,general,14,3.2,Update payment method,resolved,Customer requested manager,3.0,True
-6035,2024-04-25 15:17:01,12461867581,4,New Quote,5,general,106,1.5,Filing new auto claim,resolved,Customer disconnected before resolution,3.0,True
-6036,2024-04-25 15:17:53,17309278747,1,Claims,1,claims,113,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-6037,2024-04-25 15:24:23,13839770495,0,Speak to Agent,5,general,253,6.6,Report accident,follow_up_needed,Resolved on first call,3.0,False
-6038,2024-04-25 15:38:54,15493477562,2,Billing & Payments,3,billing,112,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-6039,2024-04-25 15:50:47,12347455984,2,Billing & Payments,4,billing,272,8.0,Complaint about service,resolved,Customer disconnected before resolution,3.0,True
-6040,2024-04-25 16:06:32,12675033616,2,Billing & Payments,4,billing,146,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-6041,2024-04-25 16:13:26,16998291869,4,New Quote,6,general,27,3.5,Cancel policy,resolved,Policy updated per customer request,3.0,True
-6042,2024-04-25 16:19:16,19829519176,4,New Quote,5,general,105,7.3,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-6043,2024-04-25 16:25:43,19739079955,2,Billing & Payments,4,billing,14,3.6,Complaint about service,follow_up_needed,Customer requested manager,4.0,False
-6044,2024-04-25 16:50:25,19416891705,0,Speak to Agent,6,general,75,10.5,Request proof of insurance,resolved,"Information provided, no action needed",5.0,True
-6045,2024-04-25 16:55:40,18873926797,1,Claims,7,claims,38,7.9,Update address,resolved,Policy updated per customer request,3.0,True
-6046,2024-04-25 17:41:14,19476318291,1,Claims,7,claims,454,5.4,Inquire about premium increase,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-6047,2024-04-25 17:41:30,12129276853,0,Speak to Agent,6,general,0,8.7,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-6048,2024-04-25 17:43:44,12788059080,4,New Quote,5,general,182,0.0,Cancel policy,abandoned,Customer abandoned,,False
-6049,2024-04-25 18:30:53,18377892972,2,Billing & Payments,8,billing,118,3.9,Inquire about premium increase,resolved,Customer requested manager,2.0,True
-6050,2024-04-25 18:57:36,17532745582,0,Speak to Agent,5,general,0,6.5,Ask about discounts,resolved,Transferred to supervisor,3.0,True
-6051,2024-04-26 07:10:15,15898753755,1,Claims,7,claims,92,7.5,Update payment method,resolved,Transferred to supervisor,4.0,True
-6052,2024-04-26 07:33:35,19555619872,0,Speak to Agent,5,general,0,7.6,Request payment plan,follow_up_needed,Customer disconnected before resolution,2.0,False
-6053,2024-04-26 07:35:00,15664859478,2,Billing & Payments,4,billing,165,2.4,Request payment plan,follow_up_needed,"Claim filed, reference number provided",2.0,False
-6054,2024-04-26 07:42:12,14414952421,1,Claims,2,claims,226,8.5,Request ID cards,resolved,"Information provided, no action needed",2.0,True
-6055,2024-04-26 08:16:57,15800350695,0,Speak to Agent,6,general,302,9.2,Ask about discounts,resolved,Policy updated per customer request,5.0,True
-6056,2024-04-26 08:24:03,19773707149,3,Policy Changes,5,general,135,5.7,Report accident,transferred,Payment processed successfully,1.0,False
-6057,2024-04-26 08:28:22,18007701831,3,Policy Changes,5,general,54,5.9,Cancel policy,resolved,"Claim filed, reference number provided",5.0,True
-6058,2024-04-26 08:32:47,14726121949,2,Billing & Payments,3,billing,63,2.0,Cancel policy,resolved,Resolved on first call,4.0,True
-6059,2024-04-26 09:01:37,15224415022,3,Policy Changes,6,general,230,6.8,Update payment method,follow_up_needed,Customer requested manager,3.0,False
-6060,2024-04-26 09:04:03,19655580197,1,Claims,1,claims,242,5.1,Filing new auto claim,resolved,Payment processed successfully,4.0,True
-6061,2024-04-26 09:10:41,16704392555,2,Billing & Payments,4,billing,196,6.7,Filing new auto claim,transferred,Callback scheduled for tomorrow,3.0,False
-6062,2024-04-26 09:19:26,17371166777,3,Policy Changes,5,general,130,4.8,Inquire about premium increase,resolved,Escalated to claims adjuster,5.0,True
-6063,2024-04-26 09:20:38,19031312258,4,New Quote,5,general,76,3.6,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-6064,2024-04-26 09:29:14,13096200310,4,New Quote,6,general,161,0.0,Request ID cards,abandoned,Customer abandoned,,False
-6065,2024-04-26 09:43:55,17685238221,1,Claims,7,claims,143,8.0,Payment not processed,resolved,Escalated to claims adjuster,5.0,True
-6066,2024-04-26 09:45:43,16311572148,1,Claims,2,claims,61,7.6,Request payment plan,resolved,Customer requested manager,4.0,True
-6067,2024-04-26 09:50:16,17384645050,3,Policy Changes,5,general,0,5.8,Report accident,resolved,Customer requested manager,5.0,True
-6068,2024-04-26 09:58:17,17141155933,1,Claims,2,claims,167,5.4,Change coverage level,resolved,Callback scheduled for tomorrow,5.0,True
-6069,2024-04-26 10:05:59,17672122144,2,Billing & Payments,4,billing,122,8.7,Ask about deductible,follow_up_needed,"Information provided, no action needed",2.0,False
-6070,2024-04-26 10:09:58,14396863451,4,New Quote,5,general,248,4.6,Change coverage level,resolved,Resolved on first call,5.0,True
-6071,2024-04-26 10:16:15,19136446115,3,Policy Changes,6,general,147,4.8,Ask about discounts,transferred,Callback scheduled for tomorrow,3.0,False
-6072,2024-04-26 10:16:34,17083909324,4,New Quote,6,general,142,6.6,Cancel policy,resolved,Customer disconnected before resolution,3.0,True
-6073,2024-04-26 10:24:41,12878539862,4,New Quote,5,general,0,3.9,Cancel policy,resolved,Payment processed successfully,2.0,True
-6074,2024-04-26 10:38:24,19640983709,3,Policy Changes,6,general,169,10.6,Request payment plan,follow_up_needed,Transferred to supervisor,3.0,False
-6075,2024-04-26 10:42:36,19144209731,0,Speak to Agent,6,general,146,11.1,Update payment method,follow_up_needed,"Claim filed, reference number provided",4.0,False
-6076,2024-04-26 11:12:16,18801283985,1,Claims,2,claims,81,4.1,Report accident,follow_up_needed,Policy updated per customer request,3.0,False
-6077,2024-04-26 11:12:35,18083716913,0,Speak to Agent,5,general,0,7.8,General coverage question,resolved,Callback scheduled for tomorrow,5.0,True
-6078,2024-04-26 11:13:19,16677315829,1,Claims,2,claims,197,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-6079,2024-04-26 11:37:11,14947738598,4,New Quote,5,general,80,7.9,Request ID cards,transferred,"Claim filed, reference number provided",2.0,False
-6080,2024-04-26 11:58:40,12541521768,0,Speak to Agent,6,general,24,6.9,Request payment plan,follow_up_needed,Payment processed successfully,2.0,False
-6081,2024-04-26 12:01:48,15505404157,3,Policy Changes,6,general,115,4.9,Request proof of insurance,resolved,Escalated to claims adjuster,4.0,True
-6082,2024-04-26 12:22:52,16624664365,1,Claims,7,claims,141,4.3,Ask about discounts,follow_up_needed,"Information provided, no action needed",4.0,False
-6083,2024-04-26 12:46:19,17679432719,2,Billing & Payments,3,billing,142,8.1,Add driver to policy,resolved,Payment processed successfully,5.0,True
-6084,2024-04-26 13:01:52,15885414274,0,Speak to Agent,5,general,0,4.7,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-6085,2024-04-26 13:02:39,14655153118,0,Speak to Agent,6,general,233,9.8,Ask about deductible,resolved,Callback scheduled for tomorrow,3.0,True
-6086,2024-04-26 13:07:18,13305425256,4,New Quote,5,general,27,4.6,Update address,follow_up_needed,"Information provided, no action needed",3.0,False
-6087,2024-04-26 13:08:14,18902549000,1,Claims,2,claims,100,8.2,Payment not processed,follow_up_needed,Escalated to claims adjuster,2.0,False
-6088,2024-04-26 13:30:30,19914909354,2,Billing & Payments,8,billing,260,2.5,Update payment method,resolved,Escalated to claims adjuster,5.0,True
-6089,2024-04-26 13:31:48,13445333773,1,Claims,7,claims,0,5.0,Change coverage level,resolved,Callback scheduled for tomorrow,3.0,True
-6090,2024-04-26 14:13:50,12443264335,4,New Quote,6,general,139,6.7,Claim status inquiry,resolved,Customer requested manager,4.0,True
-6091,2024-04-26 14:32:05,16066894422,0,Speak to Agent,5,general,134,4.4,Update address,follow_up_needed,Customer requested manager,4.0,False
-6092,2024-04-26 14:51:34,17060115178,2,Billing & Payments,4,billing,102,5.7,Update payment method,resolved,Policy updated per customer request,3.0,True
-6093,2024-04-26 15:00:00,19174086439,2,Billing & Payments,8,billing,127,10.8,General coverage question,resolved,Customer requested manager,5.0,True
-6094,2024-04-26 15:20:46,16284485901,2,Billing & Payments,3,billing,34,5.6,Add driver to policy,transferred,Customer requested manager,3.0,False
-6095,2024-04-26 15:35:35,12080046631,2,Billing & Payments,8,billing,116,8.5,Complaint about service,follow_up_needed,Transferred to supervisor,2.0,False
-6096,2024-04-26 15:39:43,18856364484,4,New Quote,6,general,230,12.9,Remove vehicle from policy,resolved,"Information provided, no action needed",3.0,True
-6097,2024-04-26 15:53:17,18880810641,1,Claims,1,claims,176,7.7,Update address,resolved,Payment processed successfully,3.0,True
-6098,2024-04-26 16:01:56,15257142276,0,Speak to Agent,6,general,47,6.3,Change coverage level,resolved,Customer requested manager,4.0,True
-6099,2024-04-26 16:13:57,12586919089,2,Billing & Payments,4,billing,238,7.2,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-6100,2024-04-26 16:45:13,12449834413,1,Claims,2,claims,343,7.4,General coverage question,follow_up_needed,Escalated to claims adjuster,1.0,False
-6101,2024-04-26 17:00:18,19527370323,3,Policy Changes,5,general,53,6.6,Dispute claim denial,resolved,Customer disconnected before resolution,3.0,True
-6102,2024-04-26 17:19:13,12040144587,0,Speak to Agent,5,general,60,3.0,Update address,transferred,"Information provided, no action needed",3.0,False
-6103,2024-04-26 17:40:59,19867066697,1,Claims,1,claims,183,4.0,Filing new auto claim,resolved,Escalated to claims adjuster,3.0,True
-6104,2024-04-26 17:51:10,19572600597,1,Claims,1,claims,137,5.6,Reinstate lapsed policy,follow_up_needed,Resolved on first call,2.0,False
-6105,2024-04-26 18:03:33,14146049463,0,Speak to Agent,5,general,117,7.0,Remove vehicle from policy,follow_up_needed,Customer disconnected before resolution,4.0,False
-6106,2024-04-26 18:05:54,12874132478,2,Billing & Payments,3,billing,176,4.4,General coverage question,resolved,"Information provided, no action needed",4.0,True
-6107,2024-04-26 18:05:58,13500589012,0,Speak to Agent,6,general,242,8.5,Filing new auto claim,resolved,Resolved on first call,4.0,True
-6108,2024-04-26 18:06:54,16817810632,0,Speak to Agent,6,general,30,10.8,Request payment plan,resolved,Escalated to claims adjuster,3.0,True
-6109,2024-04-26 18:46:52,19093870207,3,Policy Changes,6,general,86,9.7,Dispute claim denial,resolved,Callback scheduled for tomorrow,4.0,True
-6110,2024-04-27 09:13:06,18475177881,0,Speak to Agent,5,general,75,3.2,Request payment plan,resolved,Resolved on first call,4.0,True
-6111,2024-04-27 09:16:05,14458693008,2,Billing & Payments,8,billing,97,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-6112,2024-04-27 09:23:01,17149917018,1,Claims,1,claims,241,4.9,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-6113,2024-04-27 09:49:54,18776897225,3,Policy Changes,5,general,0,1.8,General coverage question,resolved,Customer disconnected before resolution,3.0,True
-6114,2024-04-27 10:03:57,19916138548,4,New Quote,6,general,97,12.2,Payment not processed,resolved,Policy updated per customer request,3.0,True
-6115,2024-04-27 10:25:07,13858417779,4,New Quote,6,general,44,11.8,Ask about deductible,resolved,Payment processed successfully,4.0,True
-6116,2024-04-27 11:07:49,19052037845,1,Claims,2,claims,79,11.6,Complaint about service,resolved,Payment processed successfully,2.0,True
-6117,2024-04-27 11:19:28,18908659322,4,New Quote,6,general,204,0.0,Change coverage level,abandoned,Customer abandoned,,False
-6118,2024-04-27 11:24:06,17536502167,3,Policy Changes,6,general,312,9.9,Ask about discounts,follow_up_needed,Customer disconnected before resolution,5.0,False
-6119,2024-04-27 11:26:12,15692197704,1,Claims,1,claims,97,7.6,Update payment method,resolved,Policy updated per customer request,3.0,True
-6120,2024-04-27 11:52:52,19586527899,4,New Quote,6,general,51,2.3,Request ID cards,resolved,Transferred to supervisor,4.0,True
-6121,2024-04-27 12:03:34,18994280532,0,Speak to Agent,6,general,134,7.3,General coverage question,resolved,Policy updated per customer request,5.0,True
-6122,2024-04-27 12:29:05,17304211037,1,Claims,1,claims,161,7.8,Update payment method,follow_up_needed,"Claim filed, reference number provided",1.0,False
-6123,2024-04-27 12:30:54,14460614829,4,New Quote,5,general,65,5.3,Payment not processed,follow_up_needed,Customer disconnected before resolution,4.0,False
-6124,2024-04-27 12:34:17,12335217306,3,Policy Changes,6,general,237,10.4,Dispute claim denial,resolved,Policy updated per customer request,2.0,True
-6125,2024-04-27 12:52:05,14050968472,3,Policy Changes,6,general,0,5.6,Payment not processed,follow_up_needed,Transferred to supervisor,2.0,False
-6126,2024-04-29 07:15:04,15927048303,1,Claims,1,claims,23,7.6,Request ID cards,resolved,Customer requested manager,4.0,True
-6127,2024-04-29 07:20:39,13529804895,2,Billing & Payments,8,billing,393,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-6128,2024-04-29 07:23:04,16084817456,3,Policy Changes,6,general,152,4.0,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-6129,2024-04-29 07:34:46,14185871733,0,Speak to Agent,6,general,84,4.1,General coverage question,follow_up_needed,"Claim filed, reference number provided",3.0,False
-6130,2024-04-29 07:54:08,12618565542,3,Policy Changes,6,general,167,9.5,Request payment plan,follow_up_needed,Transferred to supervisor,3.0,False
-6131,2024-04-29 08:04:05,12133864548,4,New Quote,6,general,0,4.3,Ask about discounts,resolved,"Information provided, no action needed",3.0,True
-6132,2024-04-29 08:12:14,15591329389,1,Claims,2,claims,201,9.3,Ask about deductible,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-6133,2024-04-29 08:34:00,15625815492,0,Speak to Agent,5,general,159,8.6,Payment not processed,follow_up_needed,"Information provided, no action needed",4.0,False
-6134,2024-04-29 08:36:43,14550441135,2,Billing & Payments,8,billing,155,8.1,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-6135,2024-04-29 08:38:32,17439626459,2,Billing & Payments,3,billing,74,4.6,Update address,transferred,Customer disconnected before resolution,4.0,False
-6136,2024-04-29 09:01:23,15437699364,0,Speak to Agent,5,general,54,0.0,Request payment plan,abandoned,Customer abandoned,,False
-6137,2024-04-29 09:02:26,19678801586,3,Policy Changes,5,general,225,0.5,Claim status inquiry,resolved,Customer disconnected before resolution,2.0,True
-6138,2024-04-29 09:05:34,19247766959,0,Speak to Agent,6,general,180,0.0,Update address,abandoned,Customer abandoned,,False
-6139,2024-04-29 09:08:09,19876092425,2,Billing & Payments,3,billing,242,1.9,Payment not processed,resolved,Transferred to supervisor,3.0,True
-6140,2024-04-29 09:11:32,14773503660,4,New Quote,5,general,134,0.5,Ask about deductible,follow_up_needed,Policy updated per customer request,5.0,False
-6141,2024-04-29 09:12:14,17597896768,3,Policy Changes,5,general,70,3.2,Ask about discounts,follow_up_needed,Resolved on first call,3.0,False
-6142,2024-04-29 09:12:24,13757193411,3,Policy Changes,6,general,146,7.4,Add driver to policy,follow_up_needed,Transferred to supervisor,4.0,False
-6143,2024-04-29 09:18:46,18099214716,1,Claims,1,claims,38,4.5,General coverage question,resolved,"Claim filed, reference number provided",5.0,True
-6144,2024-04-29 09:19:23,15141184703,0,Speak to Agent,5,general,8,7.1,Cancel policy,resolved,"Information provided, no action needed",3.0,True
-6145,2024-04-29 09:23:31,12860208481,2,Billing & Payments,4,billing,133,4.7,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,3.0,False
-6146,2024-04-29 09:34:07,18548293200,2,Billing & Payments,4,billing,89,7.8,Ask about deductible,resolved,"Claim filed, reference number provided",5.0,True
-6147,2024-04-29 09:35:33,16719238844,4,New Quote,5,general,199,5.7,Payment not processed,follow_up_needed,Resolved on first call,2.0,False
-6148,2024-04-29 09:43:46,13700768728,4,New Quote,5,general,0,4.9,Report accident,resolved,"Information provided, no action needed",4.0,True
-6149,2024-04-29 09:50:37,12805325464,1,Claims,1,claims,324,6.4,Request payment plan,resolved,"Claim filed, reference number provided",3.0,True
-6150,2024-04-29 09:51:46,19436365465,1,Claims,2,claims,234,6.9,Change coverage level,resolved,"Claim filed, reference number provided",4.0,True
-6151,2024-04-29 09:55:24,12694816700,0,Speak to Agent,5,general,177,3.2,Update payment method,resolved,Policy updated per customer request,4.0,True
-6152,2024-04-29 10:10:42,14115237242,1,Claims,1,claims,167,10.4,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-6153,2024-04-29 10:15:49,14084698948,3,Policy Changes,5,general,87,9.3,Change coverage level,resolved,"Claim filed, reference number provided",5.0,True
-6154,2024-04-29 10:16:02,19630235476,2,Billing & Payments,4,billing,263,6.4,Request proof of insurance,resolved,Policy updated per customer request,3.0,True
-6155,2024-04-29 10:18:04,17630358135,2,Billing & Payments,4,billing,113,5.8,Claim status inquiry,follow_up_needed,Policy updated per customer request,2.0,False
-6156,2024-04-29 10:34:04,19581535366,1,Claims,7,claims,26,6.6,Request proof of insurance,transferred,"Information provided, no action needed",1.0,False
-6157,2024-04-29 10:38:09,19718445617,2,Billing & Payments,3,billing,188,8.1,Filing new auto claim,resolved,"Information provided, no action needed",5.0,True
-6158,2024-04-29 10:53:10,16870702641,4,New Quote,6,general,56,5.3,Update payment method,resolved,Callback scheduled for tomorrow,2.0,True
-6159,2024-04-29 10:56:43,12235288859,1,Claims,7,claims,18,4.6,Update address,transferred,Resolved on first call,4.0,False
-6160,2024-04-29 11:03:51,17849357107,0,Speak to Agent,6,general,0,7.3,Reinstate lapsed policy,transferred,Callback scheduled for tomorrow,4.0,False
-6161,2024-04-29 11:06:54,17219408123,4,New Quote,6,general,70,8.4,Ask about discounts,follow_up_needed,"Claim filed, reference number provided",2.0,False
-6162,2024-04-29 11:13:49,19840070328,4,New Quote,6,general,73,4.3,Ask about discounts,resolved,Escalated to claims adjuster,5.0,True
-6163,2024-04-29 11:14:21,14649021426,1,Claims,1,claims,161,1.5,Complaint about service,resolved,Escalated to claims adjuster,4.0,True
-6164,2024-04-29 11:27:26,13123202877,0,Speak to Agent,6,general,252,9.1,Update address,follow_up_needed,Customer disconnected before resolution,4.0,False
-6165,2024-04-29 11:30:18,12915164459,0,Speak to Agent,6,general,0,11.4,Ask about discounts,transferred,Escalated to claims adjuster,3.0,False
-6166,2024-04-29 11:32:29,12295502952,1,Claims,2,claims,159,6.1,Complaint about service,transferred,"Information provided, no action needed",1.0,False
-6167,2024-04-29 11:47:48,19611207654,0,Speak to Agent,5,general,0,6.3,Payment not processed,resolved,Customer requested manager,4.0,True
-6168,2024-04-29 11:57:32,13601048924,3,Policy Changes,6,general,0,5.8,Payment not processed,follow_up_needed,"Information provided, no action needed",3.0,False
-6169,2024-04-29 12:03:52,17537470211,0,Speak to Agent,5,general,260,8.9,Complaint about service,resolved,Customer requested manager,4.0,True
-6170,2024-04-29 12:06:14,15810404040,0,Speak to Agent,6,general,174,13.5,Cancel policy,resolved,Resolved on first call,5.0,True
-6171,2024-04-29 12:11:46,12154322531,2,Billing & Payments,8,billing,143,7.4,Complaint about service,follow_up_needed,Customer requested manager,3.0,False
-6172,2024-04-29 12:20:22,14079551109,1,Claims,7,claims,72,3.1,General coverage question,resolved,Policy updated per customer request,4.0,True
-6173,2024-04-29 12:38:50,16566403945,2,Billing & Payments,4,billing,33,5.3,Add driver to policy,follow_up_needed,Customer disconnected before resolution,4.0,False
-6174,2024-04-29 13:01:54,16857089559,2,Billing & Payments,8,billing,156,1.0,Remove vehicle from policy,resolved,Policy updated per customer request,5.0,True
-6175,2024-04-29 13:18:53,15847799077,1,Claims,1,claims,11,6.8,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-6176,2024-04-29 13:28:24,12612310598,4,New Quote,6,general,346,9.1,General coverage question,resolved,Resolved on first call,4.0,True
-6177,2024-04-29 13:39:40,19194166128,3,Policy Changes,6,general,72,13.9,Inquire about premium increase,resolved,Payment processed successfully,5.0,True
-6178,2024-04-29 14:02:41,15752208536,3,Policy Changes,5,general,134,8.6,Filing new auto claim,resolved,"Information provided, no action needed",3.0,True
-6179,2024-04-29 14:04:44,13874403762,4,New Quote,5,general,44,5.5,Cancel policy,follow_up_needed,Transferred to supervisor,4.0,False
-6180,2024-04-29 14:07:54,12959217553,0,Speak to Agent,6,general,190,9.7,Cancel policy,resolved,"Information provided, no action needed",4.0,True
-6181,2024-04-29 14:22:28,15940933718,3,Policy Changes,5,general,107,4.6,Request ID cards,transferred,Escalated to claims adjuster,1.0,False
-6182,2024-04-29 14:34:20,19200960959,4,New Quote,6,general,186,5.3,Dispute claim denial,follow_up_needed,Payment processed successfully,3.0,False
-6183,2024-04-29 14:36:06,15260512918,1,Claims,2,claims,73,6.9,Add driver to policy,resolved,Callback scheduled for tomorrow,5.0,True
-6184,2024-04-29 14:45:40,12151330875,2,Billing & Payments,8,billing,165,7.6,Complaint about service,follow_up_needed,Payment processed successfully,4.0,False
-6185,2024-04-29 14:53:21,15315503334,2,Billing & Payments,4,billing,119,6.7,Update address,follow_up_needed,Payment processed successfully,4.0,False
-6186,2024-04-29 15:08:11,14474865144,3,Policy Changes,5,general,106,1.1,Update payment method,follow_up_needed,"Claim filed, reference number provided",2.0,False
-6187,2024-04-29 15:10:25,14419373844,2,Billing & Payments,8,billing,0,6.3,Update payment method,resolved,"Information provided, no action needed",5.0,True
-6188,2024-04-29 15:32:20,15112377590,1,Claims,7,claims,159,4.7,Request payment plan,follow_up_needed,Customer requested manager,5.0,False
-6189,2024-04-29 15:36:07,18438670652,3,Policy Changes,5,general,163,5.1,Dispute claim denial,transferred,Escalated to claims adjuster,5.0,False
-6190,2024-04-29 15:46:29,17715536507,2,Billing & Payments,4,billing,23,5.2,Filing new auto claim,resolved,Customer disconnected before resolution,3.0,True
-6191,2024-04-29 15:52:05,18178286523,4,New Quote,6,general,90,10.4,Filing new auto claim,resolved,"Claim filed, reference number provided",2.0,True
-6192,2024-04-29 15:56:00,12531490661,0,Speak to Agent,5,general,180,2.8,Payment not processed,resolved,Transferred to supervisor,5.0,True
-6193,2024-04-29 16:02:41,18849083957,2,Billing & Payments,8,billing,10,9.4,Change coverage level,follow_up_needed,Customer disconnected before resolution,1.0,False
-6194,2024-04-29 16:05:17,19356156853,1,Claims,1,claims,0,7.1,Request payment plan,follow_up_needed,Escalated to claims adjuster,3.0,False
-6195,2024-04-29 16:32:27,19147153160,3,Policy Changes,5,general,235,2.0,Request ID cards,resolved,Transferred to supervisor,3.0,True
-6196,2024-04-29 16:41:07,17820067244,1,Claims,7,claims,47,9.7,Inquire about premium increase,follow_up_needed,Policy updated per customer request,4.0,False
-6197,2024-04-29 17:12:34,15564456270,1,Claims,2,claims,85,8.4,Request ID cards,follow_up_needed,Escalated to claims adjuster,4.0,False
-6198,2024-04-29 17:14:43,18572478048,1,Claims,7,claims,76,4.6,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-6199,2024-04-29 17:21:07,17948050655,0,Speak to Agent,5,general,58,3.1,Update payment method,transferred,Transferred to supervisor,4.0,False
-6200,2024-04-29 17:21:26,18076616366,0,Speak to Agent,6,general,244,9.7,Complaint about service,follow_up_needed,Customer disconnected before resolution,3.0,False
-6201,2024-04-29 17:37:22,12746978698,1,Claims,1,claims,76,7.9,Filing new auto claim,resolved,Customer requested manager,2.0,True
-6202,2024-04-29 17:52:16,13028883964,1,Claims,2,claims,92,5.7,Cancel policy,follow_up_needed,Customer requested manager,3.0,False
-6203,2024-04-29 17:53:28,14329432137,2,Billing & Payments,3,billing,68,9.5,Inquire about premium increase,follow_up_needed,Resolved on first call,3.0,False
-6204,2024-04-29 18:16:55,17091628332,4,New Quote,6,general,196,9.1,Claim status inquiry,follow_up_needed,Transferred to supervisor,4.0,False
-6205,2024-04-29 18:19:37,18955776644,3,Policy Changes,5,general,213,3.6,General coverage question,follow_up_needed,Customer requested manager,4.0,False
-6206,2024-04-29 18:21:09,15071040797,3,Policy Changes,5,general,0,8.6,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-6207,2024-04-29 18:22:12,15966087484,4,New Quote,5,general,384,0.5,Cancel policy,transferred,Resolved on first call,2.0,False
-6208,2024-04-29 18:39:52,19660739472,3,Policy Changes,6,general,266,8.1,Report accident,resolved,Policy updated per customer request,3.0,True
-6209,2024-04-30 07:23:24,19313933819,0,Speak to Agent,5,general,77,1.8,General coverage question,transferred,Escalated to claims adjuster,4.0,False
-6210,2024-04-30 07:26:38,18709389461,0,Speak to Agent,5,general,251,11.6,Remove vehicle from policy,follow_up_needed,Payment processed successfully,3.0,False
-6211,2024-04-30 08:29:19,19459311498,0,Speak to Agent,6,general,209,11.4,Complaint about service,resolved,"Information provided, no action needed",4.0,True
-6212,2024-04-30 08:30:17,12425570601,4,New Quote,5,general,85,6.4,Reinstate lapsed policy,resolved,Policy updated per customer request,4.0,True
-6213,2024-04-30 08:39:46,14497032462,3,Policy Changes,6,general,62,7.6,Request proof of insurance,resolved,Resolved on first call,5.0,True
-6214,2024-04-30 08:39:53,13915748262,0,Speak to Agent,6,general,194,8.7,Update payment method,resolved,Customer requested manager,5.0,True
-6215,2024-04-30 09:07:21,17378908473,0,Speak to Agent,5,general,35,2.2,Claim status inquiry,transferred,Transferred to supervisor,3.0,False
-6216,2024-04-30 09:09:05,17495642908,4,New Quote,6,general,230,4.5,Request proof of insurance,resolved,Customer requested manager,4.0,True
-6217,2024-04-30 09:12:56,13923626341,4,New Quote,6,general,1,10.9,Cancel policy,follow_up_needed,Escalated to claims adjuster,2.0,False
-6218,2024-04-30 09:13:59,16215561773,4,New Quote,6,general,0,7.9,Complaint about service,resolved,"Claim filed, reference number provided",5.0,True
-6219,2024-04-30 09:30:40,14018705984,4,New Quote,6,general,109,10.3,Add driver to policy,resolved,Customer disconnected before resolution,4.0,True
-6220,2024-04-30 09:33:01,18280882248,3,Policy Changes,5,general,170,5.5,Report accident,resolved,"Information provided, no action needed",4.0,True
-6221,2024-04-30 09:35:59,19656290295,3,Policy Changes,5,general,0,6.7,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-6222,2024-04-30 09:47:19,16765571976,4,New Quote,6,general,0,6.7,Claim status inquiry,resolved,Customer requested manager,3.0,True
-6223,2024-04-30 09:53:29,17370923877,4,New Quote,6,general,83,0.0,Cancel policy,abandoned,Customer abandoned,,False
-6224,2024-04-30 09:54:33,16370257821,0,Speak to Agent,5,general,125,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-6225,2024-04-30 09:54:45,19970985339,1,Claims,2,claims,83,7.2,Add driver to policy,resolved,Policy updated per customer request,2.0,True
-6226,2024-04-30 09:58:44,12767787890,4,New Quote,6,general,126,5.6,Request ID cards,resolved,Customer requested manager,4.0,True
-6227,2024-04-30 10:07:50,15985636862,4,New Quote,5,general,0,0.0,Update payment method,abandoned,Customer abandoned,,False
-6228,2024-04-30 10:20:56,12838440484,4,New Quote,6,general,218,6.6,Request ID cards,transferred,"Information provided, no action needed",3.0,False
-6229,2024-04-30 10:24:29,14299657719,0,Speak to Agent,6,general,149,7.9,Claim status inquiry,resolved,Resolved on first call,5.0,True
-6230,2024-04-30 10:27:59,16999202791,3,Policy Changes,6,general,101,8.4,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-6231,2024-04-30 10:28:16,17845889553,4,New Quote,6,general,111,5.7,Claim status inquiry,resolved,Policy updated per customer request,3.0,True
-6232,2024-04-30 10:44:02,15504389172,0,Speak to Agent,5,general,75,6.5,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,4.0,True
-6233,2024-04-30 10:46:18,15988707583,0,Speak to Agent,6,general,91,4.8,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-6234,2024-04-30 10:51:10,14661070134,0,Speak to Agent,6,general,119,8.4,Ask about discounts,resolved,Transferred to supervisor,3.0,True
-6235,2024-04-30 10:53:30,15789828648,1,Claims,7,claims,179,5.5,Remove vehicle from policy,resolved,"Information provided, no action needed",4.0,True
-6236,2024-04-30 10:58:21,16614355148,3,Policy Changes,6,general,150,7.2,Request ID cards,resolved,"Information provided, no action needed",3.0,True
-6237,2024-04-30 11:05:21,15445554817,4,New Quote,6,general,136,9.1,Ask about discounts,follow_up_needed,Transferred to supervisor,4.0,False
-6238,2024-04-30 11:08:58,17666696512,2,Billing & Payments,4,billing,64,8.4,Update address,resolved,Customer disconnected before resolution,4.0,True
-6239,2024-04-30 11:13:13,13798555783,4,New Quote,5,general,158,7.6,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-6240,2024-04-30 11:13:45,19530103252,3,Policy Changes,6,general,331,8.8,Filing new auto claim,follow_up_needed,Escalated to claims adjuster,3.0,False
-6241,2024-04-30 11:23:08,19929658912,0,Speak to Agent,5,general,137,7.3,Report accident,transferred,Customer requested manager,1.0,False
-6242,2024-04-30 11:25:32,13126409466,2,Billing & Payments,4,billing,281,7.2,Request ID cards,follow_up_needed,Resolved on first call,2.0,False
-6243,2024-04-30 11:33:44,15507233960,2,Billing & Payments,8,billing,184,2.1,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-6244,2024-04-30 12:16:30,13455199148,0,Speak to Agent,5,general,43,4.8,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-6245,2024-04-30 12:20:19,12855189227,2,Billing & Payments,8,billing,158,7.6,Change coverage level,follow_up_needed,Escalated to claims adjuster,2.0,False
-6246,2024-04-30 12:29:32,18920434043,0,Speak to Agent,6,general,172,9.1,Inquire about premium increase,follow_up_needed,"Information provided, no action needed",2.0,False
-6247,2024-04-30 13:13:39,17745342970,0,Speak to Agent,6,general,255,7.3,General coverage question,transferred,Transferred to supervisor,4.0,False
-6248,2024-04-30 13:17:41,13181298311,3,Policy Changes,5,general,0,6.6,Report accident,follow_up_needed,Transferred to supervisor,4.0,False
-6249,2024-04-30 13:24:23,14031743000,3,Policy Changes,5,general,35,9.6,Complaint about service,resolved,Customer requested manager,4.0,True
-6250,2024-04-30 13:30:51,14429124985,4,New Quote,6,general,57,10.5,Inquire about premium increase,resolved,Policy updated per customer request,4.0,True
-6251,2024-04-30 14:10:12,19319836493,1,Claims,2,claims,258,8.5,Update payment method,resolved,Payment processed successfully,3.0,True
-6252,2024-04-30 14:22:00,14681616451,0,Speak to Agent,6,general,107,8.5,General coverage question,resolved,Policy updated per customer request,4.0,True
-6253,2024-04-30 14:23:16,18683083205,1,Claims,2,claims,110,6.3,Update payment method,resolved,Customer requested manager,4.0,True
-6254,2024-04-30 14:23:58,17663771085,3,Policy Changes,5,general,92,4.8,Inquire about premium increase,resolved,Customer requested manager,4.0,True
-6255,2024-04-30 14:34:12,13340476219,2,Billing & Payments,3,billing,5,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-6256,2024-04-30 14:43:29,18784671655,1,Claims,1,claims,62,6.2,Remove vehicle from policy,transferred,Escalated to claims adjuster,2.0,False
-6257,2024-04-30 14:43:55,19455381064,4,New Quote,5,general,0,7.2,Remove vehicle from policy,transferred,"Information provided, no action needed",5.0,False
-6258,2024-04-30 14:55:45,13003956192,1,Claims,2,claims,0,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-6259,2024-04-30 15:00:05,15909040127,4,New Quote,6,general,255,8.8,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-6260,2024-04-30 15:07:48,16166813414,3,Policy Changes,6,general,0,8.2,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-6261,2024-04-30 15:10:13,17903448111,0,Speak to Agent,6,general,0,8.9,Request proof of insurance,transferred,Customer disconnected before resolution,4.0,False
-6262,2024-04-30 15:17:19,13158993679,4,New Quote,5,general,82,6.1,Inquire about premium increase,resolved,Resolved on first call,4.0,True
-6263,2024-04-30 15:32:36,12867995571,2,Billing & Payments,3,billing,0,5.0,Ask about deductible,follow_up_needed,Customer requested manager,3.0,False
-6264,2024-04-30 15:40:12,13308498321,4,New Quote,5,general,132,8.7,Claim status inquiry,follow_up_needed,Transferred to supervisor,3.0,False
-6265,2024-04-30 15:43:28,18611438231,4,New Quote,6,general,123,9.0,Request ID cards,resolved,Customer requested manager,3.0,True
-6266,2024-04-30 15:45:32,16404344638,2,Billing & Payments,4,billing,206,5.0,Ask about discounts,follow_up_needed,Resolved on first call,3.0,False
-6267,2024-04-30 15:45:53,15587285236,2,Billing & Payments,8,billing,9,5.0,Update payment method,resolved,Escalated to claims adjuster,1.0,True
-6268,2024-04-30 16:19:11,12853508171,4,New Quote,6,general,116,8.8,Claim status inquiry,resolved,Payment processed successfully,2.0,True
-6269,2024-04-30 16:33:13,17489425988,1,Claims,1,claims,249,7.9,Change coverage level,resolved,Customer requested manager,3.0,True
-6270,2024-04-30 17:11:45,17106296190,0,Speak to Agent,6,general,124,6.0,Report accident,follow_up_needed,Payment processed successfully,4.0,False
-6271,2024-04-30 17:26:30,15887742764,4,New Quote,6,general,286,13.5,Request proof of insurance,resolved,"Information provided, no action needed",4.0,True
-6272,2024-04-30 17:29:02,14168953609,4,New Quote,6,general,123,0.0,Payment not processed,abandoned,Customer abandoned,,False
-6273,2024-04-30 17:45:58,13740410873,0,Speak to Agent,6,general,101,10.1,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-6274,2024-04-30 17:52:10,15263845435,4,New Quote,5,general,0,3.8,Request proof of insurance,resolved,Resolved on first call,4.0,True
-6275,2024-04-30 18:00:49,18801217685,1,Claims,2,claims,115,10.3,Update address,resolved,Transferred to supervisor,5.0,True
-6276,2024-04-30 18:03:31,19034979014,0,Speak to Agent,6,general,60,5.7,Update address,transferred,Resolved on first call,1.0,False
-6277,2024-04-30 18:08:49,12336166184,4,New Quote,5,general,11,7.2,Request proof of insurance,transferred,Callback scheduled for tomorrow,3.0,False
-6278,2024-04-30 18:15:12,16584618783,4,New Quote,5,general,0,5.8,Complaint about service,resolved,Transferred to supervisor,5.0,True
-6279,2024-04-30 18:27:35,16959808903,3,Policy Changes,5,general,94,7.8,Payment not processed,resolved,Escalated to claims adjuster,3.0,True
-6280,2024-04-30 18:28:57,14944852634,0,Speak to Agent,5,general,68,0.0,Update payment method,abandoned,Customer abandoned,,False
-6281,2024-04-30 18:36:36,15553454020,3,Policy Changes,6,general,291,8.0,Remove vehicle from policy,resolved,Customer disconnected before resolution,5.0,True
-6282,2024-04-30 18:38:41,15892195726,3,Policy Changes,6,general,4,10.5,Filing new auto claim,resolved,Customer requested manager,2.0,True
-6283,2024-04-30 18:39:05,18624871584,1,Claims,7,claims,192,7.5,Update address,resolved,Callback scheduled for tomorrow,3.0,True
-6284,2024-04-30 18:59:52,17601655331,0,Speak to Agent,5,general,281,6.3,Claim status inquiry,resolved,Customer requested manager,4.0,True
-6285,2024-05-01 07:05:56,19997709399,0,Speak to Agent,5,general,37,6.6,Remove vehicle from policy,resolved,Transferred to supervisor,2.0,True
-6286,2024-05-01 07:09:16,12422791074,3,Policy Changes,5,general,117,5.8,Request ID cards,follow_up_needed,Resolved on first call,3.0,False
-6287,2024-05-01 07:11:29,17356331307,2,Billing & Payments,8,billing,91,0.5,Filing new auto claim,resolved,Callback scheduled for tomorrow,5.0,True
-6288,2024-05-01 07:15:07,12949884454,2,Billing & Payments,4,billing,151,5.8,Payment not processed,resolved,Resolved on first call,3.0,True
-6289,2024-05-01 07:31:01,13351159003,0,Speak to Agent,5,general,0,0.5,Payment not processed,transferred,Customer requested manager,1.0,False
-6290,2024-05-01 07:47:44,13731269325,3,Policy Changes,6,general,87,10.5,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-6291,2024-05-01 08:09:53,19936963659,4,New Quote,6,general,84,10.6,Remove vehicle from policy,transferred,Transferred to supervisor,2.0,False
-6292,2024-05-01 08:12:16,12898958992,3,Policy Changes,6,general,133,7.4,Request payment plan,resolved,Resolved on first call,3.0,True
-6293,2024-05-01 08:30:14,13518450243,1,Claims,2,claims,200,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-6294,2024-05-01 08:30:44,17574278802,2,Billing & Payments,8,billing,1,0.0,Cancel policy,abandoned,Customer abandoned,,False
-6295,2024-05-01 08:52:29,15823835440,0,Speak to Agent,5,general,125,3.1,Ask about discounts,follow_up_needed,Customer disconnected before resolution,4.0,False
-6296,2024-05-01 09:00:42,12640394269,1,Claims,2,claims,266,5.4,Request ID cards,resolved,"Information provided, no action needed",5.0,True
-6297,2024-05-01 09:23:14,18596239066,3,Policy Changes,6,general,44,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-6298,2024-05-01 09:35:00,12433878567,0,Speak to Agent,6,general,109,11.7,Ask about deductible,resolved,Transferred to supervisor,3.0,True
-6299,2024-05-01 09:48:30,13795250485,1,Claims,7,claims,261,0.5,Request ID cards,transferred,"Information provided, no action needed",4.0,False
-6300,2024-05-01 09:50:08,12278967005,0,Speak to Agent,5,general,275,3.2,Update payment method,follow_up_needed,Transferred to supervisor,3.0,False
-6301,2024-05-01 10:02:20,14927946697,1,Claims,1,claims,215,5.7,Complaint about service,resolved,"Claim filed, reference number provided",3.0,True
-6302,2024-05-01 10:15:45,16383918110,0,Speak to Agent,6,general,218,0.0,Cancel policy,abandoned,Customer abandoned,,False
-6303,2024-05-01 10:31:24,14487573229,0,Speak to Agent,5,general,198,7.1,Request proof of insurance,resolved,Resolved on first call,3.0,True
-6304,2024-05-01 10:34:25,16816769716,4,New Quote,5,general,129,8.6,Change coverage level,transferred,Transferred to supervisor,3.0,False
-6305,2024-05-01 10:58:13,12019575252,1,Claims,2,claims,150,6.9,Ask about deductible,resolved,Payment processed successfully,4.0,True
-6306,2024-05-01 11:00:38,18721950068,4,New Quote,5,general,194,3.7,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-6307,2024-05-01 11:05:59,19064600739,0,Speak to Agent,6,general,97,10.5,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-6308,2024-05-01 11:12:58,15103383605,2,Billing & Payments,3,billing,40,5.1,Report accident,resolved,Escalated to claims adjuster,4.0,True
-6309,2024-05-01 11:14:41,13783098374,3,Policy Changes,6,general,116,13.3,Update address,follow_up_needed,Policy updated per customer request,3.0,False
-6310,2024-05-01 11:22:56,13899867207,4,New Quote,5,general,166,4.3,Request ID cards,transferred,"Claim filed, reference number provided",1.0,False
-6311,2024-05-01 11:42:00,16560386708,2,Billing & Payments,3,billing,153,4.3,Request ID cards,resolved,Escalated to claims adjuster,5.0,True
-6312,2024-05-01 11:42:13,15677704739,3,Policy Changes,6,general,144,6.9,Ask about deductible,resolved,Callback scheduled for tomorrow,3.0,True
-6313,2024-05-01 11:55:23,18874739067,2,Billing & Payments,4,billing,120,7.1,Filing new auto claim,follow_up_needed,Customer requested manager,3.0,False
-6314,2024-05-01 12:15:29,14544207392,3,Policy Changes,5,general,170,7.3,General coverage question,transferred,Resolved on first call,5.0,False
-6315,2024-05-01 12:42:29,17814864687,0,Speak to Agent,6,general,217,6.1,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-6316,2024-05-01 13:10:32,17804248546,4,New Quote,6,general,44,9.2,Update address,resolved,Customer disconnected before resolution,5.0,True
-6317,2024-05-01 13:11:47,19497497535,0,Speak to Agent,5,general,10,5.4,Request payment plan,resolved,Customer disconnected before resolution,5.0,True
-6318,2024-05-01 13:15:56,18486155341,1,Claims,7,claims,1,9.1,Reinstate lapsed policy,resolved,"Information provided, no action needed",4.0,True
-6319,2024-05-01 13:25:09,17799108617,0,Speak to Agent,5,general,66,2.7,Update address,resolved,Policy updated per customer request,5.0,True
-6320,2024-05-01 13:54:19,16803332960,4,New Quote,6,general,45,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-6321,2024-05-01 14:35:38,16715590688,0,Speak to Agent,5,general,3,0.0,Complaint about service,abandoned,Customer abandoned,,False
-6322,2024-05-01 14:36:59,14604410327,0,Speak to Agent,5,general,60,6.5,Request proof of insurance,resolved,"Claim filed, reference number provided",3.0,True
-6323,2024-05-01 14:44:52,12601453443,1,Claims,2,claims,171,8.4,Request ID cards,resolved,Payment processed successfully,5.0,True
-6324,2024-05-01 14:48:18,13115036840,1,Claims,1,claims,157,1.5,Reinstate lapsed policy,transferred,Transferred to supervisor,1.0,False
-6325,2024-05-01 14:53:03,12034829264,1,Claims,2,claims,342,6.7,Request ID cards,transferred,Escalated to claims adjuster,2.0,False
-6326,2024-05-01 15:36:08,18529876468,1,Claims,2,claims,100,10.9,Cancel policy,resolved,Payment processed successfully,3.0,True
-6327,2024-05-01 15:42:25,15850635588,3,Policy Changes,5,general,170,5.4,Filing new auto claim,transferred,Policy updated per customer request,3.0,False
-6328,2024-05-01 15:47:25,14162361805,1,Claims,7,claims,163,0.0,Payment not processed,abandoned,Customer abandoned,,False
-6329,2024-05-01 15:59:09,17846580196,2,Billing & Payments,8,billing,168,2.1,Request ID cards,resolved,"Information provided, no action needed",2.0,True
-6330,2024-05-01 16:08:39,14839471608,4,New Quote,6,general,193,9.5,Add driver to policy,follow_up_needed,Transferred to supervisor,5.0,False
-6331,2024-05-01 16:08:48,17154245666,1,Claims,7,claims,79,3.1,Change coverage level,resolved,"Claim filed, reference number provided",5.0,True
-6332,2024-05-01 16:12:27,14169107365,2,Billing & Payments,8,billing,0,1.0,Change coverage level,resolved,Payment processed successfully,5.0,True
-6333,2024-05-01 16:35:27,13982927599,2,Billing & Payments,4,billing,61,7.0,Inquire about premium increase,transferred,Customer requested manager,3.0,False
-6334,2024-05-01 16:50:12,12320698252,3,Policy Changes,5,general,24,2.7,Update address,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-6335,2024-05-01 16:53:59,18303051896,3,Policy Changes,5,general,87,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-6336,2024-05-01 16:57:38,18856140472,0,Speak to Agent,6,general,69,7.5,Request proof of insurance,transferred,"Information provided, no action needed",4.0,False
-6337,2024-05-01 17:05:38,17678138556,1,Claims,1,claims,0,5.1,Ask about discounts,follow_up_needed,"Information provided, no action needed",4.0,False
-6338,2024-05-01 17:26:59,15784486171,2,Billing & Payments,3,billing,265,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-6339,2024-05-01 17:55:12,14476594522,2,Billing & Payments,8,billing,101,12.1,Reinstate lapsed policy,resolved,Resolved on first call,3.0,True
-6340,2024-05-01 17:56:51,15263476361,1,Claims,2,claims,53,7.1,Claim status inquiry,follow_up_needed,"Claim filed, reference number provided",4.0,False
-6341,2024-05-01 17:59:05,12073804976,1,Claims,1,claims,130,5.6,Request proof of insurance,transferred,Escalated to claims adjuster,2.0,False
-6342,2024-05-01 17:59:07,15967793779,4,New Quote,6,general,177,3.4,Filing new auto claim,follow_up_needed,Resolved on first call,2.0,False
-6343,2024-05-01 18:00:08,17680579596,2,Billing & Payments,4,billing,0,3.7,Request ID cards,resolved,Customer requested manager,4.0,True
-6344,2024-05-01 18:13:24,16377524724,2,Billing & Payments,3,billing,116,3.9,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-6345,2024-05-01 18:28:50,15752588452,1,Claims,7,claims,198,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-6346,2024-05-01 18:32:08,19563517611,0,Speak to Agent,5,general,96,7.0,Request payment plan,resolved,Policy updated per customer request,3.0,True
-6347,2024-05-01 18:37:15,16613846595,2,Billing & Payments,3,billing,248,4.7,Cancel policy,resolved,Customer disconnected before resolution,3.0,True
-6348,2024-05-01 18:47:44,19592461772,2,Billing & Payments,3,billing,175,3.4,General coverage question,resolved,Resolved on first call,4.0,True
-6349,2024-05-01 18:50:18,16567091731,0,Speak to Agent,6,general,225,8.9,Filing new auto claim,resolved,Payment processed successfully,4.0,True
-6350,2024-05-02 07:53:16,17137785476,2,Billing & Payments,3,billing,60,7.0,Request ID cards,transferred,"Claim filed, reference number provided",4.0,False
-6351,2024-05-02 07:58:38,12885668876,4,New Quote,5,general,56,9.3,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-6352,2024-05-02 08:05:26,14883707660,0,Speak to Agent,6,general,109,8.3,Remove vehicle from policy,resolved,Policy updated per customer request,3.0,True
-6353,2024-05-02 08:10:42,12018075118,2,Billing & Payments,3,billing,0,5.5,Update payment method,resolved,"Claim filed, reference number provided",3.0,True
-6354,2024-05-02 08:31:07,16458101349,3,Policy Changes,6,general,81,0.0,General coverage question,abandoned,Customer abandoned,,False
-6355,2024-05-02 08:46:29,18612145373,2,Billing & Payments,4,billing,88,3.6,Inquire about premium increase,transferred,Resolved on first call,4.0,False
-6356,2024-05-02 09:00:51,19275375612,2,Billing & Payments,3,billing,242,0.9,Cancel policy,resolved,Resolved on first call,5.0,True
-6357,2024-05-02 09:03:43,17984111349,4,New Quote,5,general,81,5.4,Filing new auto claim,resolved,Callback scheduled for tomorrow,3.0,True
-6358,2024-05-02 09:04:36,18206196875,1,Claims,1,claims,0,5.5,Request proof of insurance,resolved,Customer disconnected before resolution,4.0,True
-6359,2024-05-02 09:07:29,16229311419,3,Policy Changes,6,general,210,4.9,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-6360,2024-05-02 09:14:46,15777497543,4,New Quote,6,general,150,8.1,Cancel policy,follow_up_needed,"Information provided, no action needed",4.0,False
-6361,2024-05-02 09:29:21,13514033919,2,Billing & Payments,8,billing,0,8.1,Request proof of insurance,follow_up_needed,Escalated to claims adjuster,3.0,False
-6362,2024-05-02 09:29:46,15752123591,1,Claims,7,claims,28,3.9,Update address,transferred,"Claim filed, reference number provided",3.0,False
-6363,2024-05-02 09:37:19,16884358667,0,Speak to Agent,5,general,0,4.3,General coverage question,follow_up_needed,"Information provided, no action needed",4.0,False
-6364,2024-05-02 09:59:24,19740071328,1,Claims,7,claims,212,6.1,Payment not processed,resolved,Policy updated per customer request,5.0,True
-6365,2024-05-02 09:59:59,12040262630,2,Billing & Payments,4,billing,200,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-6366,2024-05-02 10:33:57,15058223452,2,Billing & Payments,4,billing,290,5.4,Change coverage level,follow_up_needed,Resolved on first call,4.0,False
-6367,2024-05-02 10:37:12,16707887316,4,New Quote,5,general,95,6.1,Claim status inquiry,follow_up_needed,Customer disconnected before resolution,3.0,False
-6368,2024-05-02 10:40:31,15227774974,4,New Quote,5,general,73,8.5,Change coverage level,resolved,Policy updated per customer request,3.0,True
-6369,2024-05-02 10:55:58,18464660149,1,Claims,2,claims,126,7.5,Ask about discounts,follow_up_needed,Customer disconnected before resolution,4.0,False
-6370,2024-05-02 11:03:56,15703303349,3,Policy Changes,5,general,68,6.7,Dispute claim denial,follow_up_needed,Transferred to supervisor,5.0,False
-6371,2024-05-02 11:11:36,18702067715,2,Billing & Payments,8,billing,211,9.2,Change coverage level,resolved,Transferred to supervisor,3.0,True
-6372,2024-05-02 11:20:48,18134661917,0,Speak to Agent,6,general,131,4.9,Filing new auto claim,resolved,Policy updated per customer request,4.0,True
-6373,2024-05-02 11:34:51,19018516324,3,Policy Changes,6,general,146,13.4,Add driver to policy,follow_up_needed,Policy updated per customer request,3.0,False
-6374,2024-05-02 11:43:18,17336622778,1,Claims,2,claims,224,9.8,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-6375,2024-05-02 11:46:44,12977773802,2,Billing & Payments,4,billing,130,7.4,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-6376,2024-05-02 12:00:00,12248937245,0,Speak to Agent,5,general,17,9.6,Ask about deductible,resolved,Payment processed successfully,3.0,True
-6377,2024-05-02 12:04:48,19939389206,0,Speak to Agent,6,general,177,8.7,Update payment method,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-6378,2024-05-02 12:23:45,18950679690,0,Speak to Agent,6,general,127,10.0,Cancel policy,transferred,Resolved on first call,2.0,False
-6379,2024-05-02 12:30:29,13786578800,4,New Quote,6,general,277,8.7,Request payment plan,resolved,Resolved on first call,5.0,True
-6380,2024-05-02 12:37:02,15053956899,3,Policy Changes,6,general,34,7.6,Report accident,resolved,Payment processed successfully,4.0,True
-6381,2024-05-02 13:18:11,12568389094,3,Policy Changes,5,general,92,7.6,General coverage question,resolved,"Information provided, no action needed",3.0,True
-6382,2024-05-02 13:55:20,14612641901,0,Speak to Agent,6,general,90,9.7,Request payment plan,follow_up_needed,Transferred to supervisor,3.0,False
-6383,2024-05-02 14:01:41,17587357404,3,Policy Changes,6,general,235,7.9,Inquire about premium increase,follow_up_needed,Customer requested manager,2.0,False
-6384,2024-05-02 14:03:11,15340159313,0,Speak to Agent,6,general,149,9.1,Report accident,resolved,Callback scheduled for tomorrow,4.0,True
-6385,2024-05-02 14:12:39,15433554464,2,Billing & Payments,3,billing,127,7.1,Change coverage level,resolved,Escalated to claims adjuster,5.0,True
-6386,2024-05-02 14:15:55,16829036058,2,Billing & Payments,8,billing,323,5.5,Update payment method,resolved,Resolved on first call,4.0,True
-6387,2024-05-02 14:20:35,17662478582,3,Policy Changes,5,general,148,8.3,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-6388,2024-05-02 14:20:57,16190593652,0,Speak to Agent,5,general,26,7.0,Ask about discounts,follow_up_needed,"Information provided, no action needed",3.0,False
-6389,2024-05-02 14:24:31,17448463514,0,Speak to Agent,6,general,91,4.8,Remove vehicle from policy,transferred,Callback scheduled for tomorrow,3.0,False
-6390,2024-05-02 14:29:04,12316065273,4,New Quote,5,general,182,7.4,General coverage question,resolved,"Claim filed, reference number provided",3.0,True
-6391,2024-05-02 15:19:05,12598102446,3,Policy Changes,5,general,0,4.1,General coverage question,resolved,Transferred to supervisor,3.0,True
-6392,2024-05-02 15:33:47,18303572358,2,Billing & Payments,8,billing,63,1.2,Update payment method,transferred,Callback scheduled for tomorrow,4.0,False
-6393,2024-05-02 15:43:43,12022652772,3,Policy Changes,5,general,25,2.5,Report accident,resolved,Payment processed successfully,4.0,True
-6394,2024-05-02 15:43:53,18402268932,1,Claims,7,claims,0,8.0,Complaint about service,resolved,Customer disconnected before resolution,3.0,True
-6395,2024-05-02 15:50:29,19843352908,4,New Quote,6,general,133,4.9,Claim status inquiry,resolved,Callback scheduled for tomorrow,5.0,True
-6396,2024-05-02 16:26:56,18872416244,1,Claims,7,claims,32,4.1,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-6397,2024-05-02 16:39:58,15753067495,0,Speak to Agent,5,general,208,5.3,Ask about discounts,resolved,Transferred to supervisor,3.0,True
-6398,2024-05-02 16:54:04,15578262953,1,Claims,2,claims,62,8.4,Update payment method,resolved,Payment processed successfully,5.0,True
-6399,2024-05-02 17:05:52,19354154089,2,Billing & Payments,4,billing,99,5.5,Complaint about service,resolved,Policy updated per customer request,4.0,True
-6400,2024-05-02 17:10:46,14023811824,1,Claims,2,claims,168,9.4,General coverage question,resolved,Payment processed successfully,3.0,True
-6401,2024-05-02 17:31:40,16914649398,0,Speak to Agent,6,general,0,7.6,Request payment plan,resolved,Transferred to supervisor,4.0,True
-6402,2024-05-02 17:55:41,14478128725,1,Claims,2,claims,85,8.4,Change coverage level,resolved,Transferred to supervisor,2.0,True
-6403,2024-05-02 18:24:57,17935720538,0,Speak to Agent,6,general,258,8.4,Request payment plan,resolved,"Information provided, no action needed",2.0,True
-6404,2024-05-02 18:39:36,18973192864,2,Billing & Payments,4,billing,108,7.2,Request proof of insurance,resolved,Customer disconnected before resolution,5.0,True
-6405,2024-05-03 08:00:55,15302158936,3,Policy Changes,5,general,130,4.9,Update payment method,resolved,"Information provided, no action needed",4.0,True
-6406,2024-05-03 08:00:56,12251002391,3,Policy Changes,5,general,229,6.7,Complaint about service,resolved,"Claim filed, reference number provided",4.0,True
-6407,2024-05-03 08:13:09,19278884668,1,Claims,1,claims,116,3.6,Report accident,resolved,"Information provided, no action needed",4.0,True
-6408,2024-05-03 08:33:30,16933837219,2,Billing & Payments,4,billing,175,4.8,Request ID cards,follow_up_needed,Customer requested manager,2.0,False
-6409,2024-05-03 08:41:39,16000336942,4,New Quote,5,general,224,8.4,Cancel policy,resolved,Callback scheduled for tomorrow,5.0,True
-6410,2024-05-03 08:41:48,16234283824,0,Speak to Agent,5,general,17,8.3,Filing new auto claim,transferred,"Information provided, no action needed",2.0,False
-6411,2024-05-03 08:42:04,12315978689,3,Policy Changes,6,general,114,7.8,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-6412,2024-05-03 08:48:59,16324648164,1,Claims,7,claims,195,3.4,Claim status inquiry,resolved,Policy updated per customer request,4.0,True
-6413,2024-05-03 09:27:03,15100402171,2,Billing & Payments,4,billing,263,4.0,Request proof of insurance,resolved,Customer disconnected before resolution,3.0,True
-6414,2024-05-03 09:48:10,19459019100,0,Speak to Agent,5,general,37,3.8,Report accident,resolved,Customer disconnected before resolution,4.0,True
-6415,2024-05-03 09:48:22,17531112527,0,Speak to Agent,5,general,0,6.6,Complaint about service,resolved,Customer requested manager,3.0,True
-6416,2024-05-03 09:56:42,16564663154,4,New Quote,6,general,96,9.6,Ask about deductible,follow_up_needed,Resolved on first call,3.0,False
-6417,2024-05-03 09:59:06,12625537045,0,Speak to Agent,5,general,133,2.7,Request ID cards,resolved,Callback scheduled for tomorrow,3.0,True
-6418,2024-05-03 10:11:52,14551659973,0,Speak to Agent,6,general,151,12.3,Claim status inquiry,transferred,Transferred to supervisor,4.0,False
-6419,2024-05-03 10:12:20,14202876274,4,New Quote,5,general,31,2.9,Update address,resolved,"Information provided, no action needed",5.0,True
-6420,2024-05-03 10:20:58,18648032939,4,New Quote,6,general,109,9.3,Complaint about service,follow_up_needed,Customer disconnected before resolution,4.0,False
-6421,2024-05-03 10:58:42,14236117625,1,Claims,2,claims,33,6.8,Payment not processed,resolved,Customer requested manager,5.0,True
-6422,2024-05-03 11:11:55,13568583928,4,New Quote,6,general,277,7.4,Remove vehicle from policy,transferred,Policy updated per customer request,4.0,False
-6423,2024-05-03 11:12:35,13634562946,0,Speak to Agent,6,general,123,6.0,Ask about discounts,follow_up_needed,Escalated to claims adjuster,2.0,False
-6424,2024-05-03 11:32:50,15688282018,1,Claims,7,claims,101,5.1,Claim status inquiry,transferred,Resolved on first call,4.0,False
-6425,2024-05-03 11:36:44,12234324527,3,Policy Changes,5,general,185,0.9,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-6426,2024-05-03 11:50:55,18227122217,3,Policy Changes,6,general,162,5.2,Reinstate lapsed policy,resolved,Policy updated per customer request,4.0,True
-6427,2024-05-03 12:04:57,18439602579,0,Speak to Agent,5,general,183,7.1,Report accident,resolved,Customer disconnected before resolution,4.0,True
-6428,2024-05-03 12:12:20,13127962093,2,Billing & Payments,4,billing,0,4.9,Report accident,follow_up_needed,Resolved on first call,2.0,False
-6429,2024-05-03 12:27:01,16128333312,1,Claims,7,claims,157,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-6430,2024-05-03 12:53:02,14332729635,0,Speak to Agent,5,general,0,6.1,Request payment plan,follow_up_needed,"Claim filed, reference number provided",3.0,False
-6431,2024-05-03 13:12:52,12426677133,2,Billing & Payments,8,billing,138,3.2,Inquire about premium increase,resolved,Callback scheduled for tomorrow,5.0,True
-6432,2024-05-03 13:18:19,12428954415,4,New Quote,5,general,0,8.7,Change coverage level,resolved,Resolved on first call,2.0,True
-6433,2024-05-03 13:36:37,15466399508,2,Billing & Payments,3,billing,20,4.5,Add driver to policy,follow_up_needed,Customer disconnected before resolution,4.0,False
-6434,2024-05-03 13:50:05,17573045889,3,Policy Changes,5,general,188,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-6435,2024-05-03 14:05:41,19291746190,3,Policy Changes,5,general,142,5.8,Request payment plan,transferred,Payment processed successfully,4.0,False
-6436,2024-05-03 14:20:15,17241678867,0,Speak to Agent,5,general,134,0.5,Filing new auto claim,follow_up_needed,Policy updated per customer request,3.0,False
-6437,2024-05-03 14:29:43,18527740644,3,Policy Changes,5,general,0,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-6438,2024-05-03 14:33:55,15574710738,1,Claims,1,claims,50,0.0,Cancel policy,abandoned,Customer abandoned,,False
-6439,2024-05-03 14:42:15,15692965590,0,Speak to Agent,6,general,162,6.3,Request payment plan,transferred,Callback scheduled for tomorrow,3.0,False
-6440,2024-05-03 14:55:04,13439424722,2,Billing & Payments,3,billing,96,2.1,Inquire about premium increase,resolved,Customer disconnected before resolution,3.0,True
-6441,2024-05-03 15:21:38,15195018085,0,Speak to Agent,5,general,244,5.7,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-6442,2024-05-03 15:30:47,18475956115,1,Claims,7,claims,279,12.3,Payment not processed,resolved,"Information provided, no action needed",2.0,True
-6443,2024-05-03 16:04:36,17402552129,1,Claims,1,claims,140,4.6,Claim status inquiry,resolved,Resolved on first call,5.0,True
-6444,2024-05-03 16:27:59,19240182677,3,Policy Changes,5,general,175,6.3,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-6445,2024-05-03 16:35:22,12492386350,4,New Quote,6,general,227,6.5,Filing new auto claim,follow_up_needed,Resolved on first call,4.0,False
-6446,2024-05-03 16:41:55,12512987242,3,Policy Changes,6,general,114,9.0,Update address,resolved,Customer requested manager,3.0,True
-6447,2024-05-03 16:56:30,16519456151,2,Billing & Payments,4,billing,0,7.4,Inquire about premium increase,follow_up_needed,Escalated to claims adjuster,2.0,False
-6448,2024-05-03 17:01:19,12724195801,4,New Quote,6,general,55,3.4,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-6449,2024-05-03 17:29:54,19292243731,2,Billing & Payments,4,billing,144,0.5,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-6450,2024-05-03 18:22:39,18122615225,2,Billing & Payments,4,billing,9,6.8,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",3.0,False
-6451,2024-05-03 18:26:25,12518448277,1,Claims,2,claims,214,10.7,Reinstate lapsed policy,transferred,Transferred to supervisor,3.0,False
-6452,2024-05-03 18:37:53,12524835152,4,New Quote,6,general,159,7.4,Request proof of insurance,resolved,"Information provided, no action needed",3.0,True
-6453,2024-05-04 09:26:23,12653684744,3,Policy Changes,5,general,105,1.2,Remove vehicle from policy,resolved,Customer disconnected before resolution,3.0,True
-6454,2024-05-04 09:51:15,13828874968,2,Billing & Payments,4,billing,59,5.1,Request payment plan,follow_up_needed,Transferred to supervisor,4.0,False
-6455,2024-05-04 09:53:12,15940587176,0,Speak to Agent,6,general,27,11.2,Add driver to policy,resolved,"Claim filed, reference number provided",5.0,True
-6456,2024-05-04 09:53:42,17540486585,1,Claims,1,claims,85,7.2,Request proof of insurance,transferred,Customer requested manager,3.0,False
-6457,2024-05-04 09:57:45,17386975615,2,Billing & Payments,4,billing,192,6.5,Request proof of insurance,resolved,Customer requested manager,4.0,True
-6458,2024-05-04 09:57:49,19836351399,0,Speak to Agent,5,general,83,0.0,Payment not processed,abandoned,Customer abandoned,,False
-6459,2024-05-04 10:00:58,16733234758,2,Billing & Payments,4,billing,64,0.5,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-6460,2024-05-04 10:30:13,16266951854,2,Billing & Payments,3,billing,104,3.5,Inquire about premium increase,follow_up_needed,Policy updated per customer request,3.0,False
-6461,2024-05-04 10:37:14,15690372176,3,Policy Changes,6,general,225,10.9,Dispute claim denial,resolved,Policy updated per customer request,5.0,True
-6462,2024-05-04 10:44:10,16983214632,3,Policy Changes,6,general,165,0.0,Change coverage level,abandoned,Customer abandoned,,False
-6463,2024-05-04 10:49:10,14920863244,3,Policy Changes,5,general,288,3.4,Request proof of insurance,resolved,Customer requested manager,4.0,True
-6464,2024-05-04 10:52:08,18169858194,4,New Quote,6,general,119,4.0,Claim status inquiry,follow_up_needed,"Information provided, no action needed",3.0,False
-6465,2024-05-04 11:00:55,18941853650,2,Billing & Payments,8,billing,54,5.6,Ask about deductible,resolved,Resolved on first call,3.0,True
-6466,2024-05-04 11:05:03,14266960831,1,Claims,1,claims,134,7.3,Change coverage level,resolved,Policy updated per customer request,3.0,True
-6467,2024-05-04 11:06:55,12202505154,4,New Quote,5,general,67,3.0,Cancel policy,resolved,"Information provided, no action needed",5.0,True
-6468,2024-05-04 11:39:23,16806935594,4,New Quote,6,general,79,6.4,Request ID cards,resolved,"Information provided, no action needed",3.0,True
-6469,2024-05-04 11:40:27,17908665556,0,Speak to Agent,5,general,96,5.3,Change coverage level,resolved,Resolved on first call,5.0,True
-6470,2024-05-04 11:42:56,14761333599,1,Claims,1,claims,45,5.3,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-6471,2024-05-04 11:45:58,15754968105,2,Billing & Payments,4,billing,177,5.0,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-6472,2024-05-04 11:48:55,18091985929,2,Billing & Payments,8,billing,163,9.8,Complaint about service,resolved,Transferred to supervisor,2.0,True
-6473,2024-05-04 11:56:07,13436133232,0,Speak to Agent,5,general,168,7.0,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,2.0,False
-6474,2024-05-04 12:07:18,16416090075,1,Claims,7,claims,196,0.7,Inquire about premium increase,follow_up_needed,Payment processed successfully,2.0,False
-6475,2024-05-04 12:08:31,16799956044,0,Speak to Agent,5,general,152,3.3,Inquire about premium increase,follow_up_needed,Resolved on first call,4.0,False
-6476,2024-05-04 12:09:33,18676172988,3,Policy Changes,5,general,249,1.9,Request proof of insurance,follow_up_needed,"Information provided, no action needed",3.0,False
-6477,2024-05-04 12:25:45,15812799101,0,Speak to Agent,5,general,169,1.4,Filing new auto claim,resolved,Payment processed successfully,4.0,True
-6478,2024-05-04 12:27:03,13109294947,0,Speak to Agent,5,general,188,3.3,General coverage question,transferred,Customer requested manager,4.0,False
-6479,2024-05-06 07:01:29,17049620478,4,New Quote,5,general,129,2.0,Ask about discounts,transferred,"Information provided, no action needed",4.0,False
-6480,2024-05-06 07:01:59,19829022825,3,Policy Changes,5,general,157,3.3,Remove vehicle from policy,resolved,"Claim filed, reference number provided",5.0,True
-6481,2024-05-06 07:19:38,16489441663,4,New Quote,6,general,204,12.6,Payment not processed,resolved,Customer requested manager,4.0,True
-6482,2024-05-06 07:45:39,18864484697,1,Claims,2,claims,111,8.9,General coverage question,resolved,Escalated to claims adjuster,2.0,True
-6483,2024-05-06 08:08:24,19894801280,2,Billing & Payments,4,billing,120,5.5,General coverage question,resolved,Transferred to supervisor,2.0,True
-6484,2024-05-06 08:47:34,16120168952,3,Policy Changes,6,general,279,6.3,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-6485,2024-05-06 09:03:37,12410661424,2,Billing & Payments,8,billing,142,7.3,Cancel policy,resolved,Transferred to supervisor,4.0,True
-6486,2024-05-06 09:09:15,16460547418,2,Billing & Payments,3,billing,167,0.5,Filing new auto claim,resolved,Callback scheduled for tomorrow,4.0,True
-6487,2024-05-06 09:14:48,15915641344,2,Billing & Payments,8,billing,0,5.7,Remove vehicle from policy,resolved,"Information provided, no action needed",4.0,True
-6488,2024-05-06 09:27:05,19214847361,3,Policy Changes,5,general,86,4.6,Ask about discounts,follow_up_needed,Transferred to supervisor,3.0,False
-6489,2024-05-06 09:31:21,17898792981,3,Policy Changes,6,general,226,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-6490,2024-05-06 09:35:05,12447599969,2,Billing & Payments,8,billing,53,2.2,Reinstate lapsed policy,resolved,Customer requested manager,2.0,True
-6491,2024-05-06 09:40:37,14719528607,2,Billing & Payments,4,billing,32,3.7,Ask about discounts,follow_up_needed,"Information provided, no action needed",3.0,False
-6492,2024-05-06 09:43:34,14076864095,4,New Quote,6,general,0,4.0,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-6493,2024-05-06 09:58:01,18941724083,0,Speak to Agent,5,general,194,1.9,Cancel policy,follow_up_needed,Payment processed successfully,3.0,False
-6494,2024-05-06 10:04:41,13263039005,4,New Quote,5,general,243,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-6495,2024-05-06 10:13:52,12528275891,4,New Quote,5,general,263,5.6,Request proof of insurance,resolved,Customer requested manager,5.0,True
-6496,2024-05-06 10:20:51,13420317464,1,Claims,7,claims,180,7.1,Update payment method,follow_up_needed,Transferred to supervisor,3.0,False
-6497,2024-05-06 10:23:42,19580793164,1,Claims,7,claims,0,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-6498,2024-05-06 10:28:39,12426210223,0,Speak to Agent,6,general,135,8.2,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-6499,2024-05-06 10:32:58,12456397108,3,Policy Changes,5,general,23,4.9,Filing new auto claim,transferred,Resolved on first call,4.0,False
-6500,2024-05-06 10:48:08,15743038326,1,Claims,7,claims,124,9.7,Update address,resolved,Escalated to claims adjuster,2.0,True
-6501,2024-05-06 10:55:52,14206725885,0,Speak to Agent,5,general,99,0.7,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-6502,2024-05-06 11:01:24,12520545223,1,Claims,7,claims,39,6.0,Update address,resolved,Payment processed successfully,3.0,True
-6503,2024-05-06 11:02:54,15929836409,4,New Quote,5,general,0,4.2,Ask about discounts,follow_up_needed,Escalated to claims adjuster,4.0,False
-6504,2024-05-06 11:04:15,16300904931,1,Claims,2,claims,0,11.9,Update address,resolved,Policy updated per customer request,4.0,True
-6505,2024-05-06 11:10:57,16958343137,3,Policy Changes,6,general,24,5.1,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-6506,2024-05-06 11:27:49,12994229361,0,Speak to Agent,6,general,116,9.9,Payment not processed,resolved,Payment processed successfully,2.0,True
-6507,2024-05-06 11:29:36,14571077073,4,New Quote,6,general,155,5.2,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-6508,2024-05-06 11:38:25,17877970730,2,Billing & Payments,8,billing,189,7.0,Dispute claim denial,resolved,"Information provided, no action needed",3.0,True
-6509,2024-05-06 11:41:19,18920071476,2,Billing & Payments,4,billing,27,9.8,Remove vehicle from policy,transferred,"Claim filed, reference number provided",2.0,False
-6510,2024-05-06 11:44:08,15602030279,1,Claims,1,claims,98,3.4,General coverage question,transferred,Payment processed successfully,4.0,False
-6511,2024-05-06 11:46:55,16817159695,4,New Quote,6,general,136,13.6,Filing new auto claim,resolved,"Claim filed, reference number provided",4.0,True
-6512,2024-05-06 11:47:41,17254103527,3,Policy Changes,6,general,135,10.3,General coverage question,resolved,Resolved on first call,4.0,True
-6513,2024-05-06 11:49:01,16865061297,2,Billing & Payments,4,billing,41,3.9,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-6514,2024-05-06 11:52:10,19450736081,4,New Quote,6,general,139,0.0,Complaint about service,abandoned,Customer abandoned,,False
-6515,2024-05-06 11:53:54,12178905752,3,Policy Changes,6,general,206,12.5,Update address,resolved,Customer disconnected before resolution,4.0,True
-6516,2024-05-06 11:57:06,15903173029,2,Billing & Payments,4,billing,0,13.0,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-6517,2024-05-06 11:58:57,19884915388,2,Billing & Payments,3,billing,119,6.8,Filing new auto claim,resolved,Payment processed successfully,3.0,True
-6518,2024-05-06 12:05:04,16151023317,3,Policy Changes,6,general,230,6.5,Reinstate lapsed policy,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-6519,2024-05-06 12:18:10,17069347862,1,Claims,7,claims,147,3.0,Change coverage level,resolved,Transferred to supervisor,3.0,True
-6520,2024-05-06 12:36:33,14502902806,3,Policy Changes,5,general,186,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-6521,2024-05-06 12:36:38,12878384698,0,Speak to Agent,5,general,111,5.8,Change coverage level,follow_up_needed,Policy updated per customer request,3.0,False
-6522,2024-05-06 12:59:06,16413394074,1,Claims,7,claims,242,3.8,Request payment plan,resolved,Transferred to supervisor,4.0,True
-6523,2024-05-06 13:01:49,17966925455,3,Policy Changes,6,general,258,11.3,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-6524,2024-05-06 13:09:08,15725114306,3,Policy Changes,5,general,133,4.5,Update address,transferred,Policy updated per customer request,2.0,False
-6525,2024-05-06 13:33:10,17738857494,3,Policy Changes,5,general,176,6.3,Report accident,resolved,Callback scheduled for tomorrow,4.0,True
-6526,2024-05-06 14:03:06,16304529683,2,Billing & Payments,8,billing,189,2.0,Reinstate lapsed policy,resolved,Escalated to claims adjuster,5.0,True
-6527,2024-05-06 14:07:29,15372825681,1,Claims,7,claims,46,6.7,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-6528,2024-05-06 14:16:17,12772370313,0,Speak to Agent,6,general,149,10.1,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-6529,2024-05-06 14:41:12,17119401661,4,New Quote,6,general,171,11.2,Remove vehicle from policy,transferred,Callback scheduled for tomorrow,2.0,False
-6530,2024-05-06 14:45:04,15091626729,3,Policy Changes,5,general,196,9.4,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-6531,2024-05-06 15:02:12,17975006472,1,Claims,1,claims,126,5.1,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-6532,2024-05-06 15:02:52,15505430564,2,Billing & Payments,4,billing,8,4.1,Filing new auto claim,follow_up_needed,Resolved on first call,3.0,False
-6533,2024-05-06 15:12:18,13850013238,3,Policy Changes,6,general,0,8.5,Payment not processed,follow_up_needed,Resolved on first call,4.0,False
-6534,2024-05-06 15:18:15,17914458491,0,Speak to Agent,6,general,195,9.4,Request payment plan,resolved,Payment processed successfully,4.0,True
-6535,2024-05-06 15:45:57,14022754134,0,Speak to Agent,6,general,78,7.9,Remove vehicle from policy,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-6536,2024-05-06 15:50:25,16094313781,1,Claims,7,claims,158,6.1,Change coverage level,resolved,Callback scheduled for tomorrow,3.0,True
-6537,2024-05-06 16:02:40,12622391206,1,Claims,1,claims,5,8.2,Add driver to policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-6538,2024-05-06 16:05:36,12412599747,2,Billing & Payments,3,billing,195,2.0,Remove vehicle from policy,transferred,Resolved on first call,5.0,False
-6539,2024-05-06 16:14:28,15724608969,0,Speak to Agent,5,general,61,7.8,Update payment method,resolved,Resolved on first call,4.0,True
-6540,2024-05-06 16:19:13,17997987718,3,Policy Changes,6,general,135,9.7,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-6541,2024-05-06 16:20:42,16897833488,3,Policy Changes,5,general,170,5.8,Add driver to policy,resolved,Escalated to claims adjuster,5.0,True
-6542,2024-05-06 16:24:37,19864457788,1,Claims,2,claims,176,6.8,General coverage question,resolved,"Claim filed, reference number provided",4.0,True
-6543,2024-05-06 16:39:47,16738199602,4,New Quote,6,general,42,4.2,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",3.0,False
-6544,2024-05-06 16:40:57,12843668813,1,Claims,7,claims,72,5.3,Filing new auto claim,resolved,Payment processed successfully,5.0,True
-6545,2024-05-06 16:42:39,16313398202,0,Speak to Agent,5,general,106,6.6,Request ID cards,resolved,Callback scheduled for tomorrow,3.0,True
-6546,2024-05-06 16:49:44,12660939311,0,Speak to Agent,6,general,133,7.2,Request payment plan,resolved,Callback scheduled for tomorrow,3.0,True
-6547,2024-05-06 16:52:50,14199542456,2,Billing & Payments,4,billing,241,2.5,Report accident,resolved,Callback scheduled for tomorrow,3.0,True
-6548,2024-05-06 17:36:11,15945958997,4,New Quote,6,general,46,4.0,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-6549,2024-05-06 17:37:21,12242908231,1,Claims,1,claims,255,3.5,Update payment method,resolved,Escalated to claims adjuster,4.0,True
-6550,2024-05-06 17:39:37,17564937084,4,New Quote,5,general,214,4.2,Filing new auto claim,resolved,Customer requested manager,5.0,True
-6551,2024-05-06 17:44:46,19244585144,1,Claims,2,claims,108,9.1,Cancel policy,transferred,Payment processed successfully,3.0,False
-6552,2024-05-06 18:17:13,16467001296,3,Policy Changes,6,general,164,9.6,Dispute claim denial,resolved,Customer disconnected before resolution,3.0,True
-6553,2024-05-06 18:19:46,15517173046,3,Policy Changes,6,general,115,3.2,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-6554,2024-05-06 18:49:33,12294222896,0,Speak to Agent,5,general,245,2.9,General coverage question,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-6555,2024-05-06 18:50:22,17775254235,2,Billing & Payments,8,billing,101,6.2,Request ID cards,resolved,Callback scheduled for tomorrow,5.0,True
-6556,2024-05-07 07:07:22,15770090728,0,Speak to Agent,6,general,210,6.9,Filing new auto claim,resolved,Payment processed successfully,3.0,True
-6557,2024-05-07 07:14:28,16728564536,1,Claims,7,claims,95,5.2,Dispute claim denial,resolved,Callback scheduled for tomorrow,5.0,True
-6558,2024-05-07 07:17:09,12528689175,2,Billing & Payments,8,billing,41,4.8,Remove vehicle from policy,follow_up_needed,Customer requested manager,5.0,False
-6559,2024-05-07 07:27:49,16938849251,3,Policy Changes,5,general,62,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-6560,2024-05-07 07:30:02,14113329473,0,Speak to Agent,6,general,230,8.7,Filing new auto claim,follow_up_needed,Customer requested manager,2.0,False
-6561,2024-05-07 07:55:54,14900964765,1,Claims,7,claims,0,6.2,Filing new auto claim,follow_up_needed,"Claim filed, reference number provided",3.0,False
-6562,2024-05-07 08:16:14,16326359954,3,Policy Changes,5,general,91,8.6,Ask about discounts,resolved,"Information provided, no action needed",5.0,True
-6563,2024-05-07 08:20:00,14665068986,0,Speak to Agent,5,general,320,0.0,Update address,abandoned,Customer abandoned,,False
-6564,2024-05-07 08:31:48,14593308486,0,Speak to Agent,5,general,78,2.0,Inquire about premium increase,follow_up_needed,Policy updated per customer request,4.0,False
-6565,2024-05-07 08:46:42,16306349642,3,Policy Changes,5,general,0,4.8,Filing new auto claim,resolved,Resolved on first call,3.0,True
-6566,2024-05-07 08:46:54,19483742241,2,Billing & Payments,4,billing,25,8.6,Report accident,resolved,Resolved on first call,3.0,True
-6567,2024-05-07 09:05:55,19201401367,0,Speak to Agent,5,general,55,2.6,Complaint about service,follow_up_needed,"Claim filed, reference number provided",1.0,False
-6568,2024-05-07 09:10:08,17592778447,0,Speak to Agent,5,general,68,5.4,General coverage question,follow_up_needed,Customer requested manager,3.0,False
-6569,2024-05-07 09:13:55,15827204031,4,New Quote,5,general,128,5.6,Add driver to policy,follow_up_needed,Customer requested manager,3.0,False
-6570,2024-05-07 09:18:35,19440895732,4,New Quote,5,general,0,5.6,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-6571,2024-05-07 09:33:19,18462153627,2,Billing & Payments,3,billing,0,2.5,Report accident,resolved,Policy updated per customer request,5.0,True
-6572,2024-05-07 09:42:24,19569871320,3,Policy Changes,6,general,19,10.8,Dispute claim denial,resolved,Resolved on first call,4.0,True
-6573,2024-05-07 09:46:33,16251930135,1,Claims,7,claims,171,10.7,Remove vehicle from policy,resolved,Payment processed successfully,2.0,True
-6574,2024-05-07 09:48:17,16441615402,3,Policy Changes,6,general,107,7.5,Report accident,resolved,Customer disconnected before resolution,4.0,True
-6575,2024-05-07 10:30:32,15739834493,1,Claims,1,claims,275,9.1,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-6576,2024-05-07 10:33:41,15996001925,0,Speak to Agent,6,general,137,7.8,Change coverage level,resolved,"Information provided, no action needed",5.0,True
-6577,2024-05-07 10:39:32,17373997966,3,Policy Changes,5,general,74,2.1,Change coverage level,resolved,Policy updated per customer request,3.0,True
-6578,2024-05-07 10:46:56,18302879615,1,Claims,2,claims,147,9.2,Change coverage level,resolved,Customer disconnected before resolution,5.0,True
-6579,2024-05-07 10:52:37,17102566874,3,Policy Changes,5,general,133,1.9,Update payment method,resolved,Payment processed successfully,3.0,True
-6580,2024-05-07 11:10:36,17557356385,0,Speak to Agent,5,general,138,7.4,Request payment plan,resolved,"Information provided, no action needed",3.0,True
-6581,2024-05-07 11:12:45,15569880325,4,New Quote,5,general,188,3.9,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-6582,2024-05-07 11:18:37,18300326551,2,Billing & Payments,8,billing,323,6.5,Request proof of insurance,follow_up_needed,Resolved on first call,3.0,False
-6583,2024-05-07 11:35:55,14030641406,3,Policy Changes,5,general,118,0.0,Payment not processed,abandoned,Customer abandoned,,False
-6584,2024-05-07 11:38:23,19522555756,4,New Quote,6,general,30,6.5,Claim status inquiry,transferred,Escalated to claims adjuster,5.0,False
-6585,2024-05-07 11:38:24,19113348784,4,New Quote,6,general,92,8.0,Reinstate lapsed policy,resolved,Payment processed successfully,5.0,True
-6586,2024-05-07 11:41:01,17489909295,3,Policy Changes,5,general,0,4.2,Claim status inquiry,resolved,Resolved on first call,5.0,True
-6587,2024-05-07 11:42:04,15006412728,2,Billing & Payments,3,billing,0,4.3,Report accident,follow_up_needed,"Information provided, no action needed",5.0,False
-6588,2024-05-07 11:49:06,17855612511,2,Billing & Payments,3,billing,242,9.2,Complaint about service,resolved,Resolved on first call,4.0,True
-6589,2024-05-07 11:54:51,15095855797,4,New Quote,6,general,156,14.0,General coverage question,resolved,Payment processed successfully,3.0,True
-6590,2024-05-07 11:56:41,19798596961,4,New Quote,6,general,175,7.4,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-6591,2024-05-07 11:58:52,16982319930,0,Speak to Agent,6,general,141,5.6,Request ID cards,resolved,Payment processed successfully,2.0,True
-6592,2024-05-07 12:16:49,14166971173,4,New Quote,6,general,116,11.7,Ask about deductible,transferred,Payment processed successfully,4.0,False
-6593,2024-05-07 12:17:58,17356043219,0,Speak to Agent,6,general,174,7.5,Change coverage level,follow_up_needed,Customer disconnected before resolution,4.0,False
-6594,2024-05-07 12:20:56,12102245806,0,Speak to Agent,6,general,253,7.8,Reinstate lapsed policy,resolved,Resolved on first call,2.0,True
-6595,2024-05-07 12:31:17,18289203509,1,Claims,2,claims,19,0.0,Complaint about service,abandoned,Customer abandoned,,False
-6596,2024-05-07 12:41:52,16007218009,4,New Quote,5,general,71,7.2,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-6597,2024-05-07 12:51:12,17444185500,0,Speak to Agent,5,general,0,5.1,Dispute claim denial,resolved,Payment processed successfully,5.0,True
-6598,2024-05-07 12:52:19,13638383446,4,New Quote,6,general,57,6.0,Request payment plan,resolved,Resolved on first call,4.0,True
-6599,2024-05-07 13:01:15,18360717332,2,Billing & Payments,4,billing,50,11.5,Inquire about premium increase,resolved,Payment processed successfully,3.0,True
-6600,2024-05-07 13:24:40,13803907092,1,Claims,2,claims,60,3.5,Dispute claim denial,resolved,Escalated to claims adjuster,2.0,True
-6601,2024-05-07 13:29:08,17265801108,2,Billing & Payments,4,billing,197,3.4,Inquire about premium increase,follow_up_needed,Transferred to supervisor,4.0,False
-6602,2024-05-07 13:47:04,17013431146,1,Claims,1,claims,77,8.5,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-6603,2024-05-07 13:57:02,12526576372,4,New Quote,5,general,98,3.3,Request payment plan,resolved,Customer disconnected before resolution,3.0,True
-6604,2024-05-07 14:07:23,13934840305,3,Policy Changes,6,general,78,7.3,Add driver to policy,follow_up_needed,Customer requested manager,3.0,False
-6605,2024-05-07 14:12:22,15086789286,1,Claims,7,claims,186,5.6,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-6606,2024-05-07 14:25:06,15053383620,4,New Quote,5,general,31,0.5,Inquire about premium increase,follow_up_needed,"Information provided, no action needed",2.0,False
-6607,2024-05-07 14:58:46,19057478494,3,Policy Changes,6,general,141,8.8,Request payment plan,resolved,Transferred to supervisor,3.0,True
-6608,2024-05-07 15:02:51,14317705500,2,Billing & Payments,8,billing,56,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-6609,2024-05-07 15:06:45,17909848213,4,New Quote,5,general,254,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-6610,2024-05-07 15:07:13,18084368181,0,Speak to Agent,6,general,308,4.7,Request payment plan,resolved,Transferred to supervisor,4.0,True
-6611,2024-05-07 15:24:01,18678931712,3,Policy Changes,6,general,181,4.5,Request ID cards,follow_up_needed,"Information provided, no action needed",2.0,False
-6612,2024-05-07 15:29:43,19054871120,0,Speak to Agent,5,general,244,6.1,Ask about deductible,resolved,Payment processed successfully,5.0,True
-6613,2024-05-07 16:03:35,14430325862,3,Policy Changes,5,general,223,4.2,Claim status inquiry,transferred,"Claim filed, reference number provided",3.0,False
-6614,2024-05-07 16:16:30,16276651739,3,Policy Changes,5,general,90,6.0,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-6615,2024-05-07 16:22:52,12999370774,4,New Quote,6,general,0,11.2,Ask about deductible,resolved,Callback scheduled for tomorrow,3.0,True
-6616,2024-05-07 16:23:40,18911452298,3,Policy Changes,5,general,203,8.0,Update address,transferred,Payment processed successfully,4.0,False
-6617,2024-05-07 16:33:37,13793352016,3,Policy Changes,6,general,186,12.3,Update payment method,follow_up_needed,"Claim filed, reference number provided",3.0,False
-6618,2024-05-07 16:36:12,14216736538,0,Speak to Agent,5,general,213,1.7,General coverage question,resolved,Payment processed successfully,3.0,True
-6619,2024-05-07 16:49:14,18998997850,4,New Quote,6,general,35,7.8,Change coverage level,follow_up_needed,Transferred to supervisor,4.0,False
-6620,2024-05-07 17:18:11,13464694067,2,Billing & Payments,3,billing,68,4.1,Change coverage level,resolved,Policy updated per customer request,5.0,True
-6621,2024-05-07 17:33:48,14908317962,4,New Quote,5,general,66,2.4,Claim status inquiry,transferred,Escalated to claims adjuster,2.0,False
-6622,2024-05-08 07:06:56,16860908950,4,New Quote,6,general,258,7.8,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-6623,2024-05-08 07:15:55,15865503895,1,Claims,1,claims,67,7.2,Cancel policy,follow_up_needed,Customer requested manager,4.0,False
-6624,2024-05-08 07:38:47,18265442488,1,Claims,7,claims,48,4.3,Report accident,resolved,Payment processed successfully,4.0,True
-6625,2024-05-08 07:48:12,16136524894,2,Billing & Payments,8,billing,227,6.9,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-6626,2024-05-08 07:50:42,16776654208,0,Speak to Agent,6,general,206,10.0,Update payment method,follow_up_needed,Payment processed successfully,2.0,False
-6627,2024-05-08 08:29:59,14651861496,0,Speak to Agent,6,general,82,5.1,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-6628,2024-05-08 08:30:09,12016146880,3,Policy Changes,6,general,168,14.1,Complaint about service,transferred,"Information provided, no action needed",4.0,False
-6629,2024-05-08 09:08:08,14189978302,4,New Quote,6,general,133,3.4,Add driver to policy,resolved,"Claim filed, reference number provided",4.0,True
-6630,2024-05-08 09:24:23,13227063507,1,Claims,1,claims,215,7.5,Remove vehicle from policy,resolved,Customer requested manager,3.0,True
-6631,2024-05-08 09:40:34,15134045804,0,Speak to Agent,6,general,318,10.3,Payment not processed,resolved,Customer disconnected before resolution,3.0,True
-6632,2024-05-08 09:46:13,17679540908,1,Claims,2,claims,46,7.1,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-6633,2024-05-08 09:46:27,12730179452,3,Policy Changes,5,general,317,7.8,Cancel policy,follow_up_needed,Policy updated per customer request,2.0,False
-6634,2024-05-08 09:53:27,14084657218,1,Claims,1,claims,278,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-6635,2024-05-08 09:55:56,17797894862,1,Claims,1,claims,59,5.3,Payment not processed,transferred,Transferred to supervisor,2.0,False
-6636,2024-05-08 09:56:35,18092879758,3,Policy Changes,6,general,87,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-6637,2024-05-08 10:06:19,19491094572,0,Speak to Agent,5,general,46,7.0,Claim status inquiry,resolved,Escalated to claims adjuster,4.0,True
-6638,2024-05-08 10:07:03,15417894605,3,Policy Changes,5,general,0,9.5,Claim status inquiry,resolved,Callback scheduled for tomorrow,3.0,True
-6639,2024-05-08 10:10:47,17472246264,2,Billing & Payments,8,billing,116,2.6,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-6640,2024-05-08 10:15:15,16124181325,3,Policy Changes,6,general,87,8.5,Update address,resolved,Policy updated per customer request,4.0,True
-6641,2024-05-08 10:19:20,19405331820,1,Claims,2,claims,74,4.9,Cancel policy,transferred,Callback scheduled for tomorrow,4.0,False
-6642,2024-05-08 10:39:17,17884010775,2,Billing & Payments,4,billing,115,2.2,Request ID cards,resolved,Transferred to supervisor,5.0,True
-6643,2024-05-08 10:43:35,17660164634,1,Claims,7,claims,137,10.0,Update address,transferred,Callback scheduled for tomorrow,4.0,False
-6644,2024-05-08 10:48:24,13767826913,0,Speak to Agent,6,general,376,7.8,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-6645,2024-05-08 10:50:05,19522911467,1,Claims,7,claims,63,5.5,Change coverage level,resolved,Transferred to supervisor,5.0,True
-6646,2024-05-08 11:06:10,15558111499,1,Claims,1,claims,21,8.1,Reinstate lapsed policy,resolved,Transferred to supervisor,3.0,True
-6647,2024-05-08 11:06:56,19683837853,1,Claims,2,claims,259,7.6,General coverage question,resolved,Escalated to claims adjuster,3.0,True
-6648,2024-05-08 11:11:00,18080172864,3,Policy Changes,5,general,243,7.3,Reinstate lapsed policy,resolved,Policy updated per customer request,5.0,True
-6649,2024-05-08 11:16:14,13806173947,4,New Quote,6,general,0,10.6,Update payment method,resolved,Transferred to supervisor,2.0,True
-6650,2024-05-08 11:25:21,19486604821,3,Policy Changes,5,general,182,6.7,Update address,follow_up_needed,Escalated to claims adjuster,3.0,False
-6651,2024-05-08 11:54:43,13704723591,2,Billing & Payments,3,billing,124,0.5,Payment not processed,follow_up_needed,Escalated to claims adjuster,4.0,False
-6652,2024-05-08 12:01:14,13042236147,4,New Quote,5,general,149,8.1,Update address,follow_up_needed,"Claim filed, reference number provided",2.0,False
-6653,2024-05-08 12:24:59,17241151066,2,Billing & Payments,8,billing,222,5.2,Claim status inquiry,resolved,Payment processed successfully,3.0,True
-6654,2024-05-08 12:28:55,12421259343,0,Speak to Agent,5,general,188,4.7,General coverage question,follow_up_needed,Payment processed successfully,2.0,False
-6655,2024-05-08 12:42:43,16220398274,2,Billing & Payments,3,billing,78,2.7,Request payment plan,follow_up_needed,"Information provided, no action needed",5.0,False
-6656,2024-05-08 12:43:27,13506298814,3,Policy Changes,6,general,145,5.7,Complaint about service,follow_up_needed,Resolved on first call,4.0,False
-6657,2024-05-08 12:58:42,14473614718,1,Claims,2,claims,76,10.9,Complaint about service,resolved,Customer requested manager,4.0,True
-6658,2024-05-08 12:59:02,17781643520,2,Billing & Payments,8,billing,8,8.5,Ask about discounts,follow_up_needed,Policy updated per customer request,3.0,False
-6659,2024-05-08 13:24:50,12305389214,3,Policy Changes,5,general,107,0.0,Request ID cards,abandoned,Customer abandoned,,False
-6660,2024-05-08 14:06:12,19301290248,3,Policy Changes,5,general,110,5.4,Request proof of insurance,follow_up_needed,Payment processed successfully,3.0,False
-6661,2024-05-08 14:06:13,17206686528,4,New Quote,5,general,155,6.7,Update address,follow_up_needed,"Claim filed, reference number provided",3.0,False
-6662,2024-05-08 14:11:54,19927026170,0,Speak to Agent,6,general,124,13.4,Reinstate lapsed policy,follow_up_needed,"Information provided, no action needed",4.0,False
-6663,2024-05-08 14:18:35,16143181490,3,Policy Changes,5,general,57,4.4,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-6664,2024-05-08 14:27:57,17162417863,1,Claims,2,claims,0,11.8,Filing new auto claim,resolved,Resolved on first call,4.0,True
-6665,2024-05-08 14:34:43,17934122527,4,New Quote,6,general,195,0.0,General coverage question,abandoned,Customer abandoned,,False
-6666,2024-05-08 14:37:46,15639155213,3,Policy Changes,6,general,168,10.9,Update address,resolved,Callback scheduled for tomorrow,4.0,True
-6667,2024-05-08 14:42:21,18652984190,4,New Quote,6,general,127,6.7,Ask about deductible,resolved,Customer disconnected before resolution,5.0,True
-6668,2024-05-08 14:57:39,16101417697,4,New Quote,6,general,112,5.8,Cancel policy,resolved,Customer disconnected before resolution,3.0,True
-6669,2024-05-08 14:59:44,12210574348,1,Claims,7,claims,61,7.4,Update address,resolved,Resolved on first call,4.0,True
-6670,2024-05-08 15:07:50,15482746581,1,Claims,7,claims,164,4.6,Inquire about premium increase,resolved,"Claim filed, reference number provided",5.0,True
-6671,2024-05-08 15:16:06,19100457020,0,Speak to Agent,6,general,92,4.0,Inquire about premium increase,resolved,Customer requested manager,5.0,True
-6672,2024-05-08 15:26:41,12477713788,1,Claims,7,claims,84,4.4,Dispute claim denial,follow_up_needed,Customer requested manager,3.0,False
-6673,2024-05-08 15:32:10,18882243549,2,Billing & Payments,3,billing,155,2.5,General coverage question,resolved,Policy updated per customer request,3.0,True
-6674,2024-05-08 15:34:39,14522246179,4,New Quote,6,general,47,7.9,Filing new auto claim,follow_up_needed,Customer requested manager,4.0,False
-6675,2024-05-08 15:40:10,18562508583,4,New Quote,6,general,199,5.4,Request payment plan,resolved,Customer disconnected before resolution,5.0,True
-6676,2024-05-08 15:42:15,16866270249,3,Policy Changes,6,general,6,5.3,Filing new auto claim,resolved,"Claim filed, reference number provided",3.0,True
-6677,2024-05-08 15:42:46,19807254077,3,Policy Changes,6,general,103,4.7,Filing new auto claim,resolved,Policy updated per customer request,5.0,True
-6678,2024-05-08 15:47:54,16210481401,2,Billing & Payments,8,billing,39,5.8,Complaint about service,resolved,Resolved on first call,5.0,True
-6679,2024-05-08 16:02:01,13696737918,1,Claims,7,claims,16,6.2,Update payment method,transferred,"Claim filed, reference number provided",3.0,False
-6680,2024-05-08 16:05:16,13439820378,0,Speak to Agent,5,general,97,6.1,Request payment plan,resolved,Payment processed successfully,5.0,True
-6681,2024-05-08 16:23:10,14442694996,0,Speak to Agent,6,general,192,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-6682,2024-05-08 16:31:37,12861786792,2,Billing & Payments,8,billing,175,4.4,Dispute claim denial,transferred,"Information provided, no action needed",2.0,False
-6683,2024-05-08 16:35:39,17109340945,3,Policy Changes,5,general,164,2.6,Claim status inquiry,resolved,Policy updated per customer request,4.0,True
-6684,2024-05-08 16:45:28,14832653505,0,Speak to Agent,6,general,141,9.0,General coverage question,resolved,Payment processed successfully,2.0,True
-6685,2024-05-08 17:00:12,18924342582,3,Policy Changes,6,general,214,7.2,Add driver to policy,resolved,Resolved on first call,4.0,True
-6686,2024-05-08 17:05:33,12275675423,3,Policy Changes,5,general,227,6.2,Dispute claim denial,resolved,"Information provided, no action needed",5.0,True
-6687,2024-05-08 17:05:51,13693789643,3,Policy Changes,5,general,92,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-6688,2024-05-08 18:09:26,14431973117,0,Speak to Agent,5,general,118,2.8,Cancel policy,resolved,Policy updated per customer request,4.0,True
-6689,2024-05-08 18:18:02,18924734417,1,Claims,1,claims,140,7.1,Filing new auto claim,resolved,"Claim filed, reference number provided",3.0,True
-6690,2024-05-08 18:41:22,19305942302,1,Claims,7,claims,192,2.7,Report accident,follow_up_needed,Transferred to supervisor,3.0,False
-6691,2024-05-08 18:45:57,14522761223,4,New Quote,6,general,203,7.8,Ask about discounts,resolved,Customer requested manager,3.0,True
-6692,2024-05-08 18:54:16,18404440725,2,Billing & Payments,3,billing,0,4.5,Cancel policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-6693,2024-05-09 07:07:56,17466695863,2,Billing & Payments,3,billing,123,0.5,Change coverage level,resolved,Policy updated per customer request,3.0,True
-6694,2024-05-09 07:41:19,16218944663,1,Claims,7,claims,115,5.0,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-6695,2024-05-09 07:41:31,18411336104,2,Billing & Payments,3,billing,187,6.3,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-6696,2024-05-09 07:46:14,19041745846,3,Policy Changes,5,general,127,10.4,Ask about discounts,transferred,"Claim filed, reference number provided",2.0,False
-6697,2024-05-09 08:09:59,13181925539,0,Speak to Agent,6,general,183,9.2,Change coverage level,resolved,Escalated to claims adjuster,3.0,True
-6698,2024-05-09 08:20:55,18364022266,0,Speak to Agent,5,general,0,5.3,Ask about deductible,resolved,Customer requested manager,3.0,True
-6699,2024-05-09 08:30:08,14527912251,1,Claims,2,claims,147,6.5,Ask about discounts,resolved,"Information provided, no action needed",5.0,True
-6700,2024-05-09 08:37:04,17669875592,2,Billing & Payments,8,billing,148,5.2,Change coverage level,resolved,Payment processed successfully,4.0,True
-6701,2024-05-09 08:42:54,14317698324,2,Billing & Payments,3,billing,198,3.6,Cancel policy,follow_up_needed,Policy updated per customer request,2.0,False
-6702,2024-05-09 09:06:01,15634470830,1,Claims,7,claims,236,9.8,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-6703,2024-05-09 09:30:05,14298610638,1,Claims,1,claims,0,5.2,Request ID cards,follow_up_needed,Policy updated per customer request,1.0,False
-6704,2024-05-09 09:47:05,18875402133,0,Speak to Agent,6,general,145,7.7,Change coverage level,transferred,"Information provided, no action needed",3.0,False
-6705,2024-05-09 10:17:02,18244316441,3,Policy Changes,5,general,134,4.0,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-6706,2024-05-09 10:24:17,19445790399,2,Billing & Payments,4,billing,56,4.9,General coverage question,follow_up_needed,Customer requested manager,4.0,False
-6707,2024-05-09 10:27:58,18687889971,1,Claims,2,claims,154,10.1,Inquire about premium increase,resolved,Escalated to claims adjuster,3.0,True
-6708,2024-05-09 10:28:03,15067230610,2,Billing & Payments,3,billing,88,8.0,Claim status inquiry,transferred,Callback scheduled for tomorrow,3.0,False
-6709,2024-05-09 10:46:31,13015498281,4,New Quote,6,general,105,9.0,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-6710,2024-05-09 10:59:35,12381819272,2,Billing & Payments,3,billing,38,4.8,Change coverage level,follow_up_needed,Transferred to supervisor,3.0,False
-6711,2024-05-09 11:01:27,15807779322,3,Policy Changes,5,general,0,6.7,Complaint about service,resolved,Customer disconnected before resolution,3.0,True
-6712,2024-05-09 11:10:49,19502270002,1,Claims,2,claims,166,7.9,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-6713,2024-05-09 11:21:23,18396121492,0,Speak to Agent,5,general,0,0.5,Report accident,resolved,Escalated to claims adjuster,4.0,True
-6714,2024-05-09 11:28:44,14888742433,1,Claims,7,claims,44,5.8,Request payment plan,resolved,Resolved on first call,5.0,True
-6715,2024-05-09 11:45:18,13323454962,4,New Quote,6,general,51,4.2,Request ID cards,follow_up_needed,Escalated to claims adjuster,4.0,False
-6716,2024-05-09 11:51:01,15655012214,2,Billing & Payments,3,billing,63,6.6,Report accident,resolved,Policy updated per customer request,4.0,True
-6717,2024-05-09 11:54:15,12189714655,2,Billing & Payments,8,billing,81,9.3,Reinstate lapsed policy,resolved,Customer disconnected before resolution,5.0,True
-6718,2024-05-09 11:57:34,12920240515,1,Claims,1,claims,281,12.0,Change coverage level,resolved,Escalated to claims adjuster,5.0,True
-6719,2024-05-09 12:23:20,14535478046,4,New Quote,5,general,161,4.4,Complaint about service,resolved,Payment processed successfully,3.0,True
-6720,2024-05-09 12:55:14,19249156303,3,Policy Changes,5,general,202,0.5,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-6721,2024-05-09 13:09:37,14213297263,0,Speak to Agent,5,general,94,0.7,Reinstate lapsed policy,resolved,Transferred to supervisor,3.0,True
-6722,2024-05-09 13:23:58,16861365368,4,New Quote,5,general,267,6.2,Report accident,resolved,Transferred to supervisor,4.0,True
-6723,2024-05-09 14:01:35,13593366748,4,New Quote,6,general,205,3.4,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-6724,2024-05-09 14:02:21,15581781760,2,Billing & Payments,3,billing,0,4.9,Dispute claim denial,resolved,Customer disconnected before resolution,5.0,True
-6725,2024-05-09 14:14:10,13826060827,2,Billing & Payments,8,billing,103,1.0,Update address,resolved,Customer requested manager,4.0,True
-6726,2024-05-09 14:27:56,13441349060,1,Claims,2,claims,175,10.7,Dispute claim denial,follow_up_needed,Policy updated per customer request,5.0,False
-6727,2024-05-09 14:28:54,13067737443,0,Speak to Agent,6,general,159,10.7,Request payment plan,transferred,"Information provided, no action needed",4.0,False
-6728,2024-05-09 14:33:10,19959082847,1,Claims,2,claims,169,8.4,General coverage question,resolved,Transferred to supervisor,4.0,True
-6729,2024-05-09 14:33:57,14703409879,1,Claims,1,claims,220,9.0,Request proof of insurance,resolved,Transferred to supervisor,3.0,True
-6730,2024-05-09 14:45:08,18772128211,4,New Quote,6,general,110,8.6,Report accident,resolved,Customer requested manager,3.0,True
-6731,2024-05-09 14:49:14,14360315208,2,Billing & Payments,8,billing,195,8.8,Ask about deductible,follow_up_needed,Transferred to supervisor,3.0,False
-6732,2024-05-09 15:13:31,15541650765,0,Speak to Agent,5,general,87,1.8,Change coverage level,follow_up_needed,Customer requested manager,3.0,False
-6733,2024-05-09 15:13:53,12632529629,3,Policy Changes,6,general,40,8.4,Ask about discounts,resolved,Policy updated per customer request,5.0,True
-6734,2024-05-09 15:19:23,18222364308,3,Policy Changes,6,general,108,8.9,Claim status inquiry,follow_up_needed,Policy updated per customer request,3.0,False
-6735,2024-05-09 15:25:19,16952903520,2,Billing & Payments,4,billing,228,6.1,Update payment method,transferred,Callback scheduled for tomorrow,3.0,False
-6736,2024-05-09 15:27:47,16709112723,3,Policy Changes,6,general,16,10.6,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-6737,2024-05-09 16:32:25,18480093739,1,Claims,7,claims,46,6.4,Change coverage level,resolved,"Claim filed, reference number provided",5.0,True
-6738,2024-05-09 16:36:26,15934179184,0,Speak to Agent,5,general,87,0.0,Request ID cards,abandoned,Customer abandoned,,False
-6739,2024-05-09 16:42:39,17622347428,0,Speak to Agent,5,general,125,4.0,Claim status inquiry,follow_up_needed,"Claim filed, reference number provided",3.0,False
-6740,2024-05-09 16:50:16,14924853038,1,Claims,2,claims,224,9.5,Filing new auto claim,follow_up_needed,"Claim filed, reference number provided",2.0,False
-6741,2024-05-09 16:53:53,15337659404,0,Speak to Agent,6,general,46,8.1,Inquire about premium increase,transferred,"Claim filed, reference number provided",2.0,False
-6742,2024-05-09 17:00:03,13237984587,0,Speak to Agent,5,general,109,7.6,Claim status inquiry,follow_up_needed,Policy updated per customer request,3.0,False
-6743,2024-05-09 17:13:38,16136597544,1,Claims,1,claims,77,11.3,Change coverage level,resolved,Customer requested manager,3.0,True
-6744,2024-05-09 17:14:05,15195767848,1,Claims,7,claims,191,7.3,Payment not processed,resolved,Payment processed successfully,2.0,True
-6745,2024-05-09 17:23:16,16999678682,3,Policy Changes,5,general,169,10.6,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-6746,2024-05-09 17:25:19,12589677251,4,New Quote,6,general,150,7.5,Cancel policy,resolved,Payment processed successfully,4.0,True
-6747,2024-05-09 17:28:27,12458223709,3,Policy Changes,5,general,175,5.6,Request proof of insurance,resolved,"Information provided, no action needed",4.0,True
-6748,2024-05-09 17:44:07,18682076811,1,Claims,1,claims,91,0.0,Payment not processed,abandoned,Customer abandoned,,False
-6749,2024-05-09 18:01:03,13208555132,0,Speak to Agent,5,general,125,2.3,Request payment plan,follow_up_needed,Transferred to supervisor,3.0,False
-6750,2024-05-09 18:12:50,15131938275,3,Policy Changes,6,general,202,10.7,Cancel policy,resolved,Callback scheduled for tomorrow,5.0,True
-6751,2024-05-09 18:14:51,16581209096,4,New Quote,5,general,162,0.0,Change coverage level,abandoned,Customer abandoned,,False
-6752,2024-05-09 18:34:49,18323485895,0,Speak to Agent,6,general,163,10.2,Update payment method,resolved,Resolved on first call,5.0,True
-6753,2024-05-10 07:13:30,18191162216,0,Speak to Agent,5,general,189,7.1,Claim status inquiry,follow_up_needed,Transferred to supervisor,2.0,False
-6754,2024-05-10 07:17:00,18197666074,0,Speak to Agent,6,general,0,4.2,Ask about deductible,resolved,Callback scheduled for tomorrow,3.0,True
-6755,2024-05-10 07:33:27,17073500541,0,Speak to Agent,5,general,248,3.3,Add driver to policy,resolved,Escalated to claims adjuster,5.0,True
-6756,2024-05-10 08:02:44,17642059155,2,Billing & Payments,8,billing,178,5.8,Ask about discounts,follow_up_needed,Customer requested manager,5.0,False
-6757,2024-05-10 08:12:32,16069539176,1,Claims,7,claims,64,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-6758,2024-05-10 08:25:08,13641938225,1,Claims,1,claims,22,10.3,Update payment method,transferred,"Information provided, no action needed",3.0,False
-6759,2024-05-10 08:55:46,16527181823,0,Speak to Agent,5,general,55,0.6,Request ID cards,resolved,Policy updated per customer request,4.0,True
-6760,2024-05-10 09:09:02,17182901846,3,Policy Changes,6,general,147,0.0,Cancel policy,abandoned,Customer abandoned,,False
-6761,2024-05-10 09:09:27,15409128772,1,Claims,7,claims,78,5.4,Ask about discounts,follow_up_needed,"Claim filed, reference number provided",3.0,False
-6762,2024-05-10 09:20:47,19099014224,3,Policy Changes,6,general,120,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-6763,2024-05-10 09:20:53,19257457852,0,Speak to Agent,6,general,203,6.9,Reinstate lapsed policy,resolved,Transferred to supervisor,4.0,True
-6764,2024-05-10 09:30:16,16614573368,3,Policy Changes,5,general,293,5.1,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-6765,2024-05-10 10:13:23,14540489458,3,Policy Changes,6,general,221,7.4,Request payment plan,resolved,Callback scheduled for tomorrow,3.0,True
-6766,2024-05-10 10:13:56,18778952185,3,Policy Changes,6,general,256,6.7,Ask about deductible,transferred,Customer disconnected before resolution,3.0,False
-6767,2024-05-10 10:22:02,19549404211,0,Speak to Agent,5,general,109,4.0,Request proof of insurance,resolved,Customer disconnected before resolution,5.0,True
-6768,2024-05-10 10:22:04,12633792570,2,Billing & Payments,8,billing,251,3.0,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-6769,2024-05-10 10:32:05,12114745508,1,Claims,2,claims,76,7.8,Inquire about premium increase,resolved,Customer requested manager,4.0,True
-6770,2024-05-10 11:04:20,12015324601,0,Speak to Agent,6,general,21,7.9,Ask about deductible,transferred,Transferred to supervisor,2.0,False
-6771,2024-05-10 11:15:05,18306505076,4,New Quote,5,general,0,6.9,Payment not processed,transferred,Resolved on first call,2.0,False
-6772,2024-05-10 11:22:27,17443618223,1,Claims,2,claims,301,5.0,General coverage question,follow_up_needed,"Information provided, no action needed",1.0,False
-6773,2024-05-10 11:23:17,16353940986,4,New Quote,6,general,0,14.3,Payment not processed,transferred,Escalated to claims adjuster,2.0,False
-6774,2024-05-10 11:28:42,15584936337,4,New Quote,6,general,120,7.7,Report accident,resolved,Policy updated per customer request,4.0,True
-6775,2024-05-10 12:10:58,17360318069,4,New Quote,6,general,116,4.9,Complaint about service,resolved,Policy updated per customer request,2.0,True
-6776,2024-05-10 12:20:11,18042721868,2,Billing & Payments,3,billing,59,4.5,Dispute claim denial,resolved,Escalated to claims adjuster,3.0,True
-6777,2024-05-10 12:22:22,12535982027,3,Policy Changes,6,general,19,10.1,Report accident,resolved,Payment processed successfully,3.0,True
-6778,2024-05-10 12:29:22,19860188039,3,Policy Changes,5,general,82,5.7,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",3.0,False
-6779,2024-05-10 12:30:33,12800746869,3,Policy Changes,6,general,0,4.5,Update address,resolved,Resolved on first call,3.0,True
-6780,2024-05-10 12:56:47,14070805041,1,Claims,7,claims,265,4.1,Request payment plan,follow_up_needed,Customer disconnected before resolution,3.0,False
-6781,2024-05-10 13:08:06,18061162414,4,New Quote,6,general,131,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-6782,2024-05-10 13:59:59,17577026414,1,Claims,2,claims,144,5.5,Payment not processed,resolved,"Information provided, no action needed",3.0,True
-6783,2024-05-10 14:14:30,14203543224,4,New Quote,5,general,0,0.0,Update address,abandoned,Customer abandoned,,False
-6784,2024-05-10 14:49:17,18677761621,3,Policy Changes,6,general,218,8.4,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-6785,2024-05-10 14:51:13,14321937741,2,Billing & Payments,3,billing,128,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-6786,2024-05-10 15:03:55,16533354247,3,Policy Changes,6,general,172,8.9,Request ID cards,follow_up_needed,Transferred to supervisor,3.0,False
-6787,2024-05-10 16:13:47,15323085358,1,Claims,1,claims,267,5.5,Update payment method,resolved,"Information provided, no action needed",5.0,True
-6788,2024-05-10 16:50:06,19695185909,4,New Quote,6,general,127,9.0,Add driver to policy,follow_up_needed,Customer disconnected before resolution,2.0,False
-6789,2024-05-10 17:35:36,13567932443,2,Billing & Payments,4,billing,13,7.8,Update payment method,resolved,Transferred to supervisor,3.0,True
-6790,2024-05-10 17:38:18,19972356987,1,Claims,7,claims,52,6.6,Ask about deductible,resolved,"Information provided, no action needed",3.0,True
-6791,2024-05-10 17:49:47,14534001449,1,Claims,1,claims,111,2.7,Update payment method,transferred,Resolved on first call,3.0,False
-6792,2024-05-10 17:55:04,13593828249,3,Policy Changes,5,general,36,2.3,Filing new auto claim,resolved,Resolved on first call,4.0,True
-6793,2024-05-10 18:10:58,14802873024,2,Billing & Payments,4,billing,0,8.0,Inquire about premium increase,follow_up_needed,Transferred to supervisor,5.0,False
-6794,2024-05-10 18:22:50,19466583996,2,Billing & Payments,3,billing,108,8.1,Reinstate lapsed policy,resolved,"Information provided, no action needed",5.0,True
-6795,2024-05-10 18:32:24,13541257671,2,Billing & Payments,8,billing,108,5.1,Change coverage level,resolved,Policy updated per customer request,4.0,True
-6796,2024-05-10 18:43:38,19232350885,1,Claims,2,claims,224,8.0,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-6797,2024-05-11 09:03:06,17747208604,2,Billing & Payments,4,billing,96,5.7,Payment not processed,resolved,Payment processed successfully,2.0,True
-6798,2024-05-11 09:05:57,13162371730,1,Claims,2,claims,217,8.8,Inquire about premium increase,resolved,Resolved on first call,4.0,True
-6799,2024-05-11 09:52:45,12668987300,1,Claims,2,claims,189,4.1,Remove vehicle from policy,follow_up_needed,Customer requested manager,3.0,False
-6800,2024-05-11 09:56:35,18229441436,1,Claims,7,claims,234,2.6,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-6801,2024-05-11 09:58:45,17335384699,2,Billing & Payments,8,billing,64,6.1,Ask about deductible,transferred,Customer requested manager,4.0,False
-6802,2024-05-11 10:00:33,17532667297,4,New Quote,6,general,102,9.3,Filing new auto claim,follow_up_needed,"Information provided, no action needed",3.0,False
-6803,2024-05-11 10:04:14,16359472652,1,Claims,2,claims,0,5.4,Update payment method,resolved,Transferred to supervisor,4.0,True
-6804,2024-05-11 10:09:06,13461645066,2,Billing & Payments,8,billing,64,6.7,Claim status inquiry,resolved,Transferred to supervisor,3.0,True
-6805,2024-05-11 10:20:24,13831923325,3,Policy Changes,6,general,222,7.3,Filing new auto claim,transferred,"Claim filed, reference number provided",2.0,False
-6806,2024-05-11 10:29:35,18395612838,3,Policy Changes,5,general,0,2.3,Cancel policy,resolved,Transferred to supervisor,4.0,True
-6807,2024-05-11 10:47:04,14814744229,0,Speak to Agent,5,general,261,9.7,Change coverage level,resolved,"Claim filed, reference number provided",2.0,True
-6808,2024-05-11 11:20:18,12117184713,0,Speak to Agent,6,general,174,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-6809,2024-05-11 11:37:47,12002083646,3,Policy Changes,6,general,118,12.3,Request proof of insurance,resolved,"Claim filed, reference number provided",3.0,True
-6810,2024-05-11 11:51:10,18199951447,4,New Quote,6,general,141,12.6,Payment not processed,resolved,Callback scheduled for tomorrow,5.0,True
-6811,2024-05-11 12:00:27,16321195272,0,Speak to Agent,6,general,69,7.9,General coverage question,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-6812,2024-05-11 12:01:58,15500678461,3,Policy Changes,6,general,249,6.3,General coverage question,resolved,Payment processed successfully,3.0,True
-6813,2024-05-11 12:16:06,19479276747,1,Claims,7,claims,116,6.7,Change coverage level,resolved,Resolved on first call,2.0,True
-6814,2024-05-11 12:19:43,14904540984,1,Claims,2,claims,73,9.7,Ask about deductible,resolved,Resolved on first call,5.0,True
-6815,2024-05-11 12:40:00,17084527509,1,Claims,7,claims,210,4.8,Claim status inquiry,resolved,Customer disconnected before resolution,4.0,True
-6816,2024-05-11 12:52:41,13852027666,0,Speak to Agent,6,general,101,7.4,Add driver to policy,resolved,Callback scheduled for tomorrow,4.0,True
-6817,2024-05-13 07:13:18,16023896317,0,Speak to Agent,6,general,112,10.6,Complaint about service,follow_up_needed,Payment processed successfully,4.0,False
-6818,2024-05-13 07:19:55,15461079217,2,Billing & Payments,8,billing,164,4.6,Update payment method,follow_up_needed,"Information provided, no action needed",2.0,False
-6819,2024-05-13 07:20:27,12605012523,3,Policy Changes,6,general,203,3.7,Add driver to policy,follow_up_needed,Payment processed successfully,2.0,False
-6820,2024-05-13 07:26:43,13810986069,4,New Quote,5,general,112,5.8,Update payment method,transferred,Transferred to supervisor,3.0,False
-6821,2024-05-13 07:41:14,17030064143,3,Policy Changes,6,general,171,10.3,Report accident,resolved,Customer disconnected before resolution,4.0,True
-6822,2024-05-13 07:51:47,18447015336,2,Billing & Payments,3,billing,53,3.4,Ask about deductible,transferred,Policy updated per customer request,2.0,False
-6823,2024-05-13 07:53:06,16277435883,0,Speak to Agent,5,general,51,0.0,Update payment method,abandoned,Customer abandoned,,False
-6824,2024-05-13 07:54:32,15523927000,1,Claims,2,claims,179,9.1,Update payment method,resolved,Payment processed successfully,4.0,True
-6825,2024-05-13 07:57:46,17775723287,2,Billing & Payments,8,billing,49,3.9,Update payment method,resolved,"Information provided, no action needed",4.0,True
-6826,2024-05-13 08:09:58,12149813517,0,Speak to Agent,6,general,59,8.5,Change coverage level,resolved,"Claim filed, reference number provided",5.0,True
-6827,2024-05-13 08:26:33,14649594141,0,Speak to Agent,5,general,0,6.2,Add driver to policy,resolved,Customer disconnected before resolution,5.0,True
-6828,2024-05-13 08:38:29,13005228697,2,Billing & Payments,4,billing,99,3.9,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-6829,2024-05-13 08:42:11,17414041788,4,New Quote,6,general,141,12.4,Report accident,follow_up_needed,Transferred to supervisor,2.0,False
-6830,2024-05-13 08:56:19,19828485689,4,New Quote,5,general,88,8.0,Request proof of insurance,resolved,Policy updated per customer request,5.0,True
-6831,2024-05-13 09:16:52,13853267506,0,Speak to Agent,6,general,0,0.0,Complaint about service,abandoned,Customer abandoned,,False
-6832,2024-05-13 09:31:15,19986900591,0,Speak to Agent,6,general,0,9.1,Dispute claim denial,resolved,Customer disconnected before resolution,4.0,True
-6833,2024-05-13 09:43:16,12719693767,1,Claims,1,claims,106,7.4,Request proof of insurance,transferred,Callback scheduled for tomorrow,3.0,False
-6834,2024-05-13 09:44:08,12394112797,0,Speak to Agent,6,general,77,8.3,Reinstate lapsed policy,follow_up_needed,"Information provided, no action needed",5.0,False
-6835,2024-05-13 09:47:04,18134785542,3,Policy Changes,5,general,169,4.3,General coverage question,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-6836,2024-05-13 09:48:50,12087461313,0,Speak to Agent,5,general,0,3.2,Payment not processed,transferred,Customer disconnected before resolution,4.0,False
-6837,2024-05-13 09:51:41,12919132084,4,New Quote,5,general,64,3.3,Cancel policy,follow_up_needed,Transferred to supervisor,3.0,False
-6838,2024-05-13 09:54:30,18288428729,1,Claims,7,claims,62,0.0,Request payment plan,abandoned,Customer abandoned,,False
-6839,2024-05-13 10:01:20,18650392108,1,Claims,2,claims,294,0.0,Report accident,abandoned,Customer abandoned,,False
-6840,2024-05-13 10:03:34,13280019283,2,Billing & Payments,3,billing,93,7.9,Report accident,resolved,Customer requested manager,4.0,True
-6841,2024-05-13 10:04:21,13083649138,4,New Quote,6,general,32,7.1,Request payment plan,resolved,"Information provided, no action needed",4.0,True
-6842,2024-05-13 10:12:41,18721207886,2,Billing & Payments,4,billing,109,3.5,Change coverage level,transferred,Resolved on first call,5.0,False
-6843,2024-05-13 10:13:37,12053174976,4,New Quote,6,general,56,11.4,General coverage question,follow_up_needed,Policy updated per customer request,4.0,False
-6844,2024-05-13 10:17:25,14612832390,1,Claims,1,claims,0,0.0,Request ID cards,abandoned,Customer abandoned,,False
-6845,2024-05-13 10:26:26,15986076442,2,Billing & Payments,8,billing,17,6.0,Ask about discounts,follow_up_needed,Customer disconnected before resolution,5.0,False
-6846,2024-05-13 10:28:05,16770768400,3,Policy Changes,5,general,119,0.0,Payment not processed,abandoned,Customer abandoned,,False
-6847,2024-05-13 10:35:36,15278926869,4,New Quote,5,general,35,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-6848,2024-05-13 10:38:37,19873453606,0,Speak to Agent,5,general,152,7.6,Payment not processed,follow_up_needed,"Information provided, no action needed",2.0,False
-6849,2024-05-13 10:43:44,13779813645,4,New Quote,6,general,122,4.6,Report accident,resolved,Customer requested manager,2.0,True
-6850,2024-05-13 10:46:06,15436238874,4,New Quote,5,general,302,6.7,Update address,transferred,Customer disconnected before resolution,4.0,False
-6851,2024-05-13 10:47:38,14271014004,2,Billing & Payments,3,billing,175,4.1,Ask about deductible,resolved,Callback scheduled for tomorrow,3.0,True
-6852,2024-05-13 11:29:55,14333703031,3,Policy Changes,6,general,143,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-6853,2024-05-13 11:32:55,13104325167,0,Speak to Agent,5,general,136,2.2,Complaint about service,resolved,Policy updated per customer request,5.0,True
-6854,2024-05-13 11:46:23,14911093606,0,Speak to Agent,5,general,104,2.1,Filing new auto claim,resolved,"Information provided, no action needed",4.0,True
-6855,2024-05-13 11:47:14,15048243657,1,Claims,2,claims,145,14.2,Inquire about premium increase,resolved,Callback scheduled for tomorrow,5.0,True
-6856,2024-05-13 11:48:14,13179773674,3,Policy Changes,5,general,202,7.5,Report accident,resolved,Customer requested manager,3.0,True
-6857,2024-05-13 11:57:28,15481948492,2,Billing & Payments,4,billing,0,6.8,Request ID cards,resolved,Resolved on first call,4.0,True
-6858,2024-05-13 13:01:17,16486971824,3,Policy Changes,6,general,52,7.2,Request ID cards,resolved,Policy updated per customer request,5.0,True
-6859,2024-05-13 13:01:34,13552960581,1,Claims,1,claims,122,10.0,Filing new auto claim,follow_up_needed,Transferred to supervisor,4.0,False
-6860,2024-05-13 13:04:42,15727213104,0,Speak to Agent,6,general,27,16.2,Request proof of insurance,resolved,Customer disconnected before resolution,5.0,True
-6861,2024-05-13 13:46:59,14638644261,0,Speak to Agent,6,general,141,14.7,Inquire about premium increase,resolved,Transferred to supervisor,5.0,True
-6862,2024-05-13 13:58:05,13014355501,2,Billing & Payments,8,billing,69,12.5,Add driver to policy,resolved,"Information provided, no action needed",3.0,True
-6863,2024-05-13 14:12:44,14853440776,4,New Quote,6,general,27,7.9,Change coverage level,follow_up_needed,Customer disconnected before resolution,5.0,False
-6864,2024-05-13 14:15:16,14512344501,1,Claims,7,claims,0,6.2,Payment not processed,follow_up_needed,Customer disconnected before resolution,5.0,False
-6865,2024-05-13 14:19:53,19818297948,0,Speak to Agent,5,general,170,7.5,Report accident,follow_up_needed,"Information provided, no action needed",3.0,False
-6866,2024-05-13 14:41:53,18360783353,0,Speak to Agent,6,general,121,8.2,Change coverage level,resolved,Customer disconnected before resolution,3.0,True
-6867,2024-05-13 14:42:10,18615927295,4,New Quote,6,general,101,6.0,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-6868,2024-05-13 14:49:04,15057691990,4,New Quote,6,general,151,6.5,Reinstate lapsed policy,transferred,Escalated to claims adjuster,5.0,False
-6869,2024-05-13 14:56:07,13246950948,2,Billing & Payments,8,billing,154,2.9,Request ID cards,resolved,Callback scheduled for tomorrow,2.0,True
-6870,2024-05-13 14:57:09,19670307618,2,Billing & Payments,8,billing,237,5.4,Claim status inquiry,resolved,Escalated to claims adjuster,4.0,True
-6871,2024-05-13 15:15:23,17252950697,1,Claims,7,claims,102,2.2,Update payment method,follow_up_needed,Policy updated per customer request,3.0,False
-6872,2024-05-13 15:21:55,18694938199,0,Speak to Agent,5,general,40,4.0,Reinstate lapsed policy,transferred,Resolved on first call,3.0,False
-6873,2024-05-13 15:23:40,18110683425,2,Billing & Payments,3,billing,18,4.2,Claim status inquiry,follow_up_needed,Escalated to claims adjuster,4.0,False
-6874,2024-05-13 15:37:07,17775977071,0,Speak to Agent,6,general,155,12.0,Cancel policy,transferred,Policy updated per customer request,4.0,False
-6875,2024-05-13 15:39:34,13435886774,2,Billing & Payments,3,billing,238,4.5,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-6876,2024-05-13 15:55:59,13957335896,4,New Quote,6,general,0,10.1,Update payment method,resolved,Policy updated per customer request,4.0,True
-6877,2024-05-13 15:58:53,18034961187,1,Claims,2,claims,180,9.8,Ask about deductible,resolved,Escalated to claims adjuster,3.0,True
-6878,2024-05-13 16:00:37,15212520707,2,Billing & Payments,8,billing,149,2.5,Request ID cards,follow_up_needed,Customer disconnected before resolution,4.0,False
-6879,2024-05-13 16:33:32,17759972125,3,Policy Changes,5,general,34,9.9,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-6880,2024-05-13 16:43:02,17544014482,2,Billing & Payments,3,billing,0,2.2,Remove vehicle from policy,transferred,Resolved on first call,1.0,False
-6881,2024-05-13 16:51:53,18304249841,3,Policy Changes,5,general,273,4.2,Payment not processed,resolved,Transferred to supervisor,2.0,True
-6882,2024-05-13 16:52:58,17982872341,0,Speak to Agent,6,general,328,8.8,Report accident,resolved,Escalated to claims adjuster,3.0,True
-6883,2024-05-13 16:54:05,12863026588,3,Policy Changes,5,general,51,4.5,Change coverage level,resolved,Resolved on first call,3.0,True
-6884,2024-05-13 16:54:34,13127694722,1,Claims,1,claims,374,7.7,Request ID cards,resolved,"Information provided, no action needed",5.0,True
-6885,2024-05-13 16:56:07,12998908047,0,Speak to Agent,5,general,209,5.8,General coverage question,resolved,"Claim filed, reference number provided",4.0,True
-6886,2024-05-13 16:57:07,13735257942,4,New Quote,5,general,103,4.0,Update payment method,resolved,Escalated to claims adjuster,3.0,True
-6887,2024-05-13 16:59:40,18929332154,4,New Quote,5,general,125,7.1,Reinstate lapsed policy,follow_up_needed,"Information provided, no action needed",3.0,False
-6888,2024-05-13 17:21:32,14389057273,0,Speak to Agent,6,general,55,13.1,Request payment plan,follow_up_needed,"Information provided, no action needed",3.0,False
-6889,2024-05-13 17:22:10,14680119734,1,Claims,7,claims,127,8.2,Report accident,resolved,Policy updated per customer request,4.0,True
-6890,2024-05-13 17:31:58,16509635341,1,Claims,2,claims,70,6.2,Cancel policy,transferred,"Information provided, no action needed",4.0,False
-6891,2024-05-13 17:53:24,18102822104,1,Claims,7,claims,169,3.5,Update payment method,follow_up_needed,Transferred to supervisor,4.0,False
-6892,2024-05-13 17:54:38,17917678696,1,Claims,2,claims,202,0.0,Update address,abandoned,Customer abandoned,,False
-6893,2024-05-13 18:07:52,19741718953,2,Billing & Payments,4,billing,6,11.1,Remove vehicle from policy,resolved,"Information provided, no action needed",4.0,True
-6894,2024-05-13 18:12:34,16766992924,3,Policy Changes,6,general,277,3.7,Request payment plan,follow_up_needed,Transferred to supervisor,4.0,False
-6895,2024-05-13 18:23:13,15279065990,4,New Quote,5,general,69,4.7,General coverage question,resolved,Resolved on first call,3.0,True
-6896,2024-05-13 18:40:52,19440699275,3,Policy Changes,6,general,152,11.6,Cancel policy,resolved,"Information provided, no action needed",5.0,True
-6897,2024-05-13 18:41:05,18790417524,3,Policy Changes,5,general,159,4.3,Update payment method,follow_up_needed,Payment processed successfully,4.0,False
-6898,2024-05-13 18:45:06,18284223320,2,Billing & Payments,3,billing,119,6.9,Inquire about premium increase,follow_up_needed,Transferred to supervisor,4.0,False
-6899,2024-05-13 18:54:15,16633756550,4,New Quote,5,general,35,4.6,Reinstate lapsed policy,resolved,Policy updated per customer request,2.0,True
-6900,2024-05-14 07:04:35,12135150255,2,Billing & Payments,8,billing,188,5.9,Update address,resolved,Transferred to supervisor,3.0,True
-6901,2024-05-14 07:11:33,12693873909,2,Billing & Payments,4,billing,332,3.8,Update address,follow_up_needed,Policy updated per customer request,3.0,False
-6902,2024-05-14 08:09:11,17184102720,3,Policy Changes,6,general,182,0.0,Change coverage level,abandoned,Customer abandoned,,False
-6903,2024-05-14 08:23:33,12885613279,4,New Quote,5,general,82,5.8,Add driver to policy,transferred,Payment processed successfully,1.0,False
-6904,2024-05-14 08:34:43,15246275063,4,New Quote,6,general,74,8.5,Claim status inquiry,resolved,Customer requested manager,2.0,True
-6905,2024-05-14 09:01:01,12178412000,0,Speak to Agent,6,general,0,11.2,Request payment plan,resolved,Customer requested manager,3.0,True
-6906,2024-05-14 09:02:09,12065555254,0,Speak to Agent,5,general,150,2.7,Request proof of insurance,follow_up_needed,Customer requested manager,1.0,False
-6907,2024-05-14 09:11:45,16578248161,2,Billing & Payments,8,billing,169,2.2,Add driver to policy,transferred,Policy updated per customer request,1.0,False
-6908,2024-05-14 09:18:03,19462556327,4,New Quote,5,general,122,5.0,Remove vehicle from policy,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-6909,2024-05-14 09:18:52,14938390060,0,Speak to Agent,5,general,85,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-6910,2024-05-14 09:22:28,12955279269,0,Speak to Agent,6,general,114,9.6,Claim status inquiry,resolved,"Information provided, no action needed",5.0,True
-6911,2024-05-14 09:37:32,17381471459,1,Claims,1,claims,167,4.0,Reinstate lapsed policy,resolved,Policy updated per customer request,4.0,True
-6912,2024-05-14 09:38:34,12529559446,4,New Quote,6,general,236,12.5,Add driver to policy,resolved,Transferred to supervisor,5.0,True
-6913,2024-05-14 09:45:46,15612811736,1,Claims,2,claims,228,9.6,Update payment method,resolved,"Information provided, no action needed",3.0,True
-6914,2024-05-14 09:46:17,13642850730,2,Billing & Payments,8,billing,275,0.5,General coverage question,resolved,Resolved on first call,2.0,True
-6915,2024-05-14 09:48:27,18571072761,2,Billing & Payments,3,billing,40,7.3,Add driver to policy,transferred,Callback scheduled for tomorrow,2.0,False
-6916,2024-05-14 09:49:04,13913687643,4,New Quote,6,general,164,9.8,Payment not processed,resolved,Customer requested manager,5.0,True
-6917,2024-05-14 09:51:13,19215248551,1,Claims,2,claims,151,7.3,Filing new auto claim,resolved,Resolved on first call,5.0,True
-6918,2024-05-14 09:55:52,16418707275,0,Speak to Agent,5,general,59,0.0,Cancel policy,abandoned,Customer abandoned,,False
-6919,2024-05-14 09:57:46,17203669241,2,Billing & Payments,4,billing,0,0.0,General coverage question,abandoned,Customer abandoned,,False
-6920,2024-05-14 10:16:49,12053628959,2,Billing & Payments,4,billing,114,2.7,Request proof of insurance,resolved,Customer requested manager,3.0,True
-6921,2024-05-14 10:17:11,18448494796,2,Billing & Payments,4,billing,52,8.7,Update payment method,transferred,"Claim filed, reference number provided",3.0,False
-6922,2024-05-14 10:29:57,15484928618,0,Speak to Agent,6,general,95,7.6,Filing new auto claim,resolved,Payment processed successfully,4.0,True
-6923,2024-05-14 10:40:35,19594425203,4,New Quote,6,general,123,8.1,Claim status inquiry,transferred,Customer requested manager,3.0,False
-6924,2024-05-14 10:45:00,19064367398,1,Claims,2,claims,103,5.6,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-6925,2024-05-14 10:46:10,13964774427,2,Billing & Payments,3,billing,132,3.7,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,3.0,False
-6926,2024-05-14 11:05:28,18022588181,3,Policy Changes,6,general,97,7.1,Inquire about premium increase,resolved,Callback scheduled for tomorrow,5.0,True
-6927,2024-05-14 11:08:18,18327306566,3,Policy Changes,6,general,100,8.5,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-6928,2024-05-14 11:12:22,19582009450,3,Policy Changes,5,general,37,6.2,Complaint about service,follow_up_needed,Policy updated per customer request,4.0,False
-6929,2024-05-14 11:24:19,13842085724,0,Speak to Agent,6,general,221,8.4,Request payment plan,transferred,Escalated to claims adjuster,2.0,False
-6930,2024-05-14 11:24:32,14860138318,4,New Quote,6,general,70,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-6931,2024-05-14 11:25:28,16327874729,1,Claims,7,claims,0,5.4,Complaint about service,follow_up_needed,Payment processed successfully,2.0,False
-6932,2024-05-14 11:29:54,17681273523,4,New Quote,6,general,134,8.0,Update address,transferred,Callback scheduled for tomorrow,4.0,False
-6933,2024-05-14 11:31:03,12304032466,3,Policy Changes,5,general,139,10.7,Report accident,resolved,Payment processed successfully,3.0,True
-6934,2024-05-14 11:35:06,19622104067,3,Policy Changes,6,general,277,7.9,Request ID cards,resolved,Resolved on first call,3.0,True
-6935,2024-05-14 11:41:07,15911237424,2,Billing & Payments,3,billing,148,2.2,Update payment method,resolved,Policy updated per customer request,4.0,True
-6936,2024-05-14 11:41:29,19333692135,3,Policy Changes,6,general,174,6.9,Payment not processed,follow_up_needed,Transferred to supervisor,4.0,False
-6937,2024-05-14 12:02:04,16246688652,0,Speak to Agent,5,general,86,9.0,Filing new auto claim,resolved,Payment processed successfully,4.0,True
-6938,2024-05-14 12:02:33,13075225501,2,Billing & Payments,8,billing,215,6.2,Report accident,resolved,Customer requested manager,5.0,True
-6939,2024-05-14 12:23:36,12989623842,4,New Quote,6,general,161,9.4,Request payment plan,follow_up_needed,Resolved on first call,2.0,False
-6940,2024-05-14 12:39:03,17666965623,1,Claims,1,claims,235,6.6,Remove vehicle from policy,transferred,Payment processed successfully,3.0,False
-6941,2024-05-14 12:41:04,12085783096,1,Claims,2,claims,288,0.0,Complaint about service,abandoned,Customer abandoned,,False
-6942,2024-05-14 12:49:20,18108592769,1,Claims,7,claims,245,6.0,Claim status inquiry,resolved,"Claim filed, reference number provided",3.0,True
-6943,2024-05-14 13:46:27,14177872437,1,Claims,1,claims,91,6.6,Update address,follow_up_needed,Escalated to claims adjuster,2.0,False
-6944,2024-05-14 13:47:45,13148980431,2,Billing & Payments,4,billing,86,7.2,Change coverage level,follow_up_needed,Resolved on first call,4.0,False
-6945,2024-05-14 14:02:07,16193035947,2,Billing & Payments,4,billing,131,0.5,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-6946,2024-05-14 14:12:44,16208345670,1,Claims,1,claims,197,7.5,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-6947,2024-05-14 14:24:02,19028031258,0,Speak to Agent,6,general,138,5.2,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-6948,2024-05-14 14:34:05,16256591049,0,Speak to Agent,5,general,131,5.3,Request payment plan,transferred,"Claim filed, reference number provided",2.0,False
-6949,2024-05-14 14:59:09,18181989102,2,Billing & Payments,8,billing,0,4.8,Reinstate lapsed policy,follow_up_needed,Customer requested manager,3.0,False
-6950,2024-05-14 15:02:09,15486838122,0,Speak to Agent,6,general,89,7.1,Filing new auto claim,transferred,Callback scheduled for tomorrow,4.0,False
-6951,2024-05-14 15:35:30,17462640278,4,New Quote,6,general,210,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-6952,2024-05-14 15:36:17,16660627388,3,Policy Changes,5,general,251,6.4,Update address,resolved,Escalated to claims adjuster,2.0,True
-6953,2024-05-14 15:47:40,12111772588,3,Policy Changes,5,general,80,6.0,Reinstate lapsed policy,resolved,"Information provided, no action needed",4.0,True
-6954,2024-05-14 15:59:29,17090097631,0,Speak to Agent,5,general,192,8.2,Remove vehicle from policy,resolved,Policy updated per customer request,4.0,True
-6955,2024-05-14 16:18:22,17894778140,0,Speak to Agent,5,general,117,8.3,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-6956,2024-05-14 16:35:30,14474778709,0,Speak to Agent,6,general,301,9.6,Add driver to policy,resolved,Customer disconnected before resolution,5.0,True
-6957,2024-05-14 16:57:37,16014618788,1,Claims,7,claims,141,5.1,Payment not processed,follow_up_needed,Payment processed successfully,1.0,False
-6958,2024-05-14 17:11:25,19651496242,1,Claims,1,claims,153,10.6,Complaint about service,resolved,Transferred to supervisor,4.0,True
-6959,2024-05-14 18:17:07,18055379809,4,New Quote,5,general,154,4.3,Cancel policy,transferred,Callback scheduled for tomorrow,5.0,False
-6960,2024-05-14 18:32:38,18360219257,4,New Quote,6,general,371,7.4,Request proof of insurance,resolved,Customer disconnected before resolution,5.0,True
-6961,2024-05-14 18:33:00,18255355668,0,Speak to Agent,5,general,137,0.0,Payment not processed,abandoned,Customer abandoned,,False
-6962,2024-05-14 18:48:06,15269575938,3,Policy Changes,6,general,131,5.9,Ask about discounts,resolved,"Information provided, no action needed",5.0,True
-6963,2024-05-14 18:54:16,16781999090,1,Claims,1,claims,0,2.7,General coverage question,resolved,Policy updated per customer request,4.0,True
-6964,2024-05-15 07:11:13,19062203060,2,Billing & Payments,3,billing,263,1.6,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-6965,2024-05-15 07:15:45,14293141174,0,Speak to Agent,5,general,117,6.2,Filing new auto claim,transferred,"Information provided, no action needed",3.0,False
-6966,2024-05-15 07:42:36,19238033965,2,Billing & Payments,8,billing,286,7.9,Remove vehicle from policy,follow_up_needed,Payment processed successfully,3.0,False
-6967,2024-05-15 07:43:19,14488116998,1,Claims,2,claims,73,8.4,Ask about discounts,resolved,Policy updated per customer request,4.0,True
-6968,2024-05-15 07:43:42,19225657589,2,Billing & Payments,3,billing,183,5.6,Update payment method,resolved,Escalated to claims adjuster,4.0,True
-6969,2024-05-15 08:10:19,13791475133,4,New Quote,6,general,0,7.7,Dispute claim denial,follow_up_needed,Customer disconnected before resolution,3.0,False
-6970,2024-05-15 08:45:38,13697572930,3,Policy Changes,5,general,52,4.0,Remove vehicle from policy,transferred,Transferred to supervisor,4.0,False
-6971,2024-05-15 08:56:05,14854134499,4,New Quote,5,general,72,5.0,Remove vehicle from policy,resolved,"Information provided, no action needed",2.0,True
-6972,2024-05-15 08:59:03,18715591466,2,Billing & Payments,3,billing,114,7.3,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-6973,2024-05-15 09:12:18,12746504607,0,Speak to Agent,5,general,75,6.8,Add driver to policy,transferred,"Claim filed, reference number provided",5.0,False
-6974,2024-05-15 09:14:00,13759672809,3,Policy Changes,5,general,163,3.4,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-6975,2024-05-15 09:15:33,15053433174,1,Claims,7,claims,196,5.9,Report accident,resolved,Policy updated per customer request,3.0,True
-6976,2024-05-15 09:25:41,17845083841,4,New Quote,5,general,15,3.1,Payment not processed,transferred,Transferred to supervisor,4.0,False
-6977,2024-05-15 09:27:58,13853754482,4,New Quote,5,general,43,6.3,Claim status inquiry,transferred,Customer disconnected before resolution,4.0,False
-6978,2024-05-15 09:48:00,14900371123,2,Billing & Payments,8,billing,99,4.7,Request proof of insurance,follow_up_needed,Policy updated per customer request,2.0,False
-6979,2024-05-15 09:48:34,19835261594,3,Policy Changes,5,general,285,8.0,Complaint about service,transferred,"Claim filed, reference number provided",2.0,False
-6980,2024-05-15 10:12:06,18124223701,0,Speak to Agent,5,general,117,0.5,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,2.0,True
-6981,2024-05-15 10:21:25,13171842067,1,Claims,7,claims,91,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-6982,2024-05-15 10:27:18,15844323276,3,Policy Changes,6,general,65,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-6983,2024-05-15 10:28:33,17112109193,1,Claims,7,claims,76,11.4,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-6984,2024-05-15 10:31:35,16229476571,1,Claims,1,claims,11,5.6,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-6985,2024-05-15 10:33:06,13717790325,2,Billing & Payments,3,billing,38,4.8,Payment not processed,follow_up_needed,Escalated to claims adjuster,5.0,False
-6986,2024-05-15 10:46:13,14990264403,1,Claims,1,claims,36,6.8,Update address,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-6987,2024-05-15 10:51:04,16280317428,0,Speak to Agent,5,general,0,3.3,Claim status inquiry,follow_up_needed,Customer requested manager,3.0,False
-6988,2024-05-15 10:54:23,19072808911,0,Speak to Agent,6,general,124,6.5,Report accident,resolved,Transferred to supervisor,4.0,True
-6989,2024-05-15 10:55:24,16871886334,3,Policy Changes,5,general,170,2.9,Payment not processed,resolved,Resolved on first call,4.0,True
-6990,2024-05-15 11:03:01,12692404826,3,Policy Changes,5,general,93,7.7,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,4.0,True
-6991,2024-05-15 11:09:18,16064986606,3,Policy Changes,5,general,148,5.0,Claim status inquiry,resolved,Customer requested manager,2.0,True
-6992,2024-05-15 11:09:22,15663208724,3,Policy Changes,5,general,42,6.4,General coverage question,resolved,Callback scheduled for tomorrow,3.0,True
-6993,2024-05-15 11:16:39,16595923022,2,Billing & Payments,4,billing,51,5.9,Request proof of insurance,resolved,Policy updated per customer request,3.0,True
-6994,2024-05-15 11:20:05,12475360093,3,Policy Changes,6,general,0,4.8,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-6995,2024-05-15 11:29:20,18196084200,3,Policy Changes,5,general,250,0.0,Payment not processed,abandoned,Customer abandoned,,False
-6996,2024-05-15 11:48:32,17270577370,4,New Quote,6,general,141,8.7,Filing new auto claim,resolved,Callback scheduled for tomorrow,2.0,True
-6997,2024-05-15 12:33:31,13639245768,2,Billing & Payments,8,billing,237,9.7,Request payment plan,resolved,"Information provided, no action needed",2.0,True
-6998,2024-05-15 12:47:15,19153653729,0,Speak to Agent,6,general,0,8.5,Claim status inquiry,transferred,"Claim filed, reference number provided",2.0,False
-6999,2024-05-15 12:56:24,19123470183,2,Billing & Payments,4,billing,20,3.6,Cancel policy,follow_up_needed,Customer requested manager,3.0,False
-7000,2024-05-15 12:58:24,13346461969,0,Speak to Agent,5,general,120,2.9,Update payment method,transferred,Customer requested manager,5.0,False
-7001,2024-05-15 13:16:31,17294020991,1,Claims,1,claims,126,8.3,Request ID cards,follow_up_needed,Escalated to claims adjuster,2.0,False
-7002,2024-05-15 14:22:25,12297312424,3,Policy Changes,6,general,84,11.0,Request ID cards,resolved,Policy updated per customer request,4.0,True
-7003,2024-05-15 14:28:48,13986892121,3,Policy Changes,5,general,169,1.3,Request payment plan,follow_up_needed,Resolved on first call,1.0,False
-7004,2024-05-15 14:33:47,12235130913,2,Billing & Payments,4,billing,3,5.3,Request payment plan,transferred,Customer disconnected before resolution,3.0,False
-7005,2024-05-15 14:34:09,16973927884,2,Billing & Payments,4,billing,248,5.5,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-7006,2024-05-15 14:51:45,14659789525,1,Claims,2,claims,177,4.4,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-7007,2024-05-15 15:10:06,14997676816,1,Claims,1,claims,284,0.0,Report accident,abandoned,Customer abandoned,,False
-7008,2024-05-15 15:54:06,17957428125,1,Claims,2,claims,0,13.2,Reinstate lapsed policy,resolved,Escalated to claims adjuster,3.0,True
-7009,2024-05-15 16:20:55,13657123666,0,Speak to Agent,6,general,45,0.0,Update address,abandoned,Customer abandoned,,False
-7010,2024-05-15 17:22:18,19698587014,2,Billing & Payments,3,billing,95,7.2,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-7011,2024-05-15 17:31:49,16934407689,3,Policy Changes,5,general,199,3.9,Inquire about premium increase,resolved,Transferred to supervisor,3.0,True
-7012,2024-05-15 17:44:31,15245590246,4,New Quote,6,general,0,12.4,Add driver to policy,transferred,"Claim filed, reference number provided",2.0,False
-7013,2024-05-15 18:29:05,13194165697,3,Policy Changes,6,general,33,8.5,Request ID cards,resolved,"Information provided, no action needed",3.0,True
-7014,2024-05-15 18:34:54,14799953297,2,Billing & Payments,4,billing,180,2.8,Request proof of insurance,transferred,Customer requested manager,5.0,False
-7015,2024-05-15 18:43:21,12360784382,1,Claims,2,claims,0,8.8,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-7016,2024-05-15 18:45:11,12080990176,3,Policy Changes,5,general,181,3.1,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",4.0,False
-7017,2024-05-15 18:54:09,15803579862,3,Policy Changes,6,general,92,8.4,Reinstate lapsed policy,resolved,Customer disconnected before resolution,5.0,True
-7018,2024-05-16 07:13:26,17085463408,4,New Quote,6,general,192,6.4,Claim status inquiry,resolved,Payment processed successfully,4.0,True
-7019,2024-05-16 07:36:20,16659209962,0,Speak to Agent,5,general,0,5.8,Change coverage level,resolved,Transferred to supervisor,4.0,True
-7020,2024-05-16 08:00:25,13988032629,0,Speak to Agent,6,general,129,8.8,Cancel policy,resolved,Policy updated per customer request,5.0,True
-7021,2024-05-16 08:09:15,19827638642,0,Speak to Agent,5,general,166,3.1,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-7022,2024-05-16 08:09:30,18093941071,4,New Quote,6,general,145,10.3,Cancel policy,resolved,"Information provided, no action needed",5.0,True
-7023,2024-05-16 08:23:31,13946550307,1,Claims,2,claims,217,11.9,Dispute claim denial,resolved,Payment processed successfully,4.0,True
-7024,2024-05-16 08:29:25,13325037988,1,Claims,2,claims,0,9.6,Claim status inquiry,resolved,"Claim filed, reference number provided",3.0,True
-7025,2024-05-16 08:49:58,18748410669,2,Billing & Payments,4,billing,231,5.1,Request payment plan,resolved,Payment processed successfully,2.0,True
-7026,2024-05-16 09:00:41,19196878018,0,Speak to Agent,6,general,128,13.3,Ask about discounts,resolved,Transferred to supervisor,3.0,True
-7027,2024-05-16 09:15:51,18642296128,4,New Quote,5,general,203,6.3,Request payment plan,resolved,"Information provided, no action needed",4.0,True
-7028,2024-05-16 09:21:02,16134511786,4,New Quote,6,general,0,9.3,Request payment plan,resolved,Payment processed successfully,4.0,True
-7029,2024-05-16 09:21:56,18896160529,2,Billing & Payments,3,billing,114,6.3,Cancel policy,follow_up_needed,Escalated to claims adjuster,2.0,False
-7030,2024-05-16 09:27:21,13976024403,4,New Quote,6,general,79,10.6,Request ID cards,follow_up_needed,Resolved on first call,3.0,False
-7031,2024-05-16 09:33:29,12534620388,0,Speak to Agent,6,general,95,7.5,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-7032,2024-05-16 09:33:52,15770130846,4,New Quote,5,general,260,7.3,Payment not processed,resolved,Transferred to supervisor,4.0,True
-7033,2024-05-16 09:34:44,13219161481,2,Billing & Payments,8,billing,84,2.5,Add driver to policy,resolved,Resolved on first call,4.0,True
-7034,2024-05-16 09:38:23,13806728362,3,Policy Changes,5,general,65,6.5,Payment not processed,resolved,Transferred to supervisor,2.0,True
-7035,2024-05-16 09:42:24,17874885745,0,Speak to Agent,5,general,105,6.9,Request payment plan,resolved,Resolved on first call,4.0,True
-7036,2024-05-16 10:02:20,17459764804,2,Billing & Payments,4,billing,177,12.1,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-7037,2024-05-16 10:06:53,18607468517,0,Speak to Agent,5,general,0,6.7,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",3.0,False
-7038,2024-05-16 10:42:34,17238607774,2,Billing & Payments,4,billing,88,2.1,Request ID cards,resolved,Policy updated per customer request,4.0,True
-7039,2024-05-16 10:52:09,18994674812,4,New Quote,5,general,190,7.4,Ask about discounts,resolved,Resolved on first call,2.0,True
-7040,2024-05-16 11:04:01,16015672534,2,Billing & Payments,8,billing,154,4.5,Inquire about premium increase,resolved,Payment processed successfully,3.0,True
-7041,2024-05-16 11:07:59,12371594940,0,Speak to Agent,5,general,61,9.7,Request ID cards,follow_up_needed,"Information provided, no action needed",2.0,False
-7042,2024-05-16 11:15:26,19621290448,1,Claims,7,claims,191,2.4,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-7043,2024-05-16 11:21:06,19025542894,0,Speak to Agent,5,general,156,5.6,Request payment plan,resolved,Customer disconnected before resolution,2.0,True
-7044,2024-05-16 11:21:17,16787628973,3,Policy Changes,5,general,349,5.7,Ask about deductible,resolved,Resolved on first call,4.0,True
-7045,2024-05-16 11:42:47,16722918526,4,New Quote,6,general,76,9.3,Payment not processed,follow_up_needed,"Claim filed, reference number provided",2.0,False
-7046,2024-05-16 11:45:11,13146359907,0,Speak to Agent,5,general,78,3.9,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-7047,2024-05-16 12:49:09,13963703073,0,Speak to Agent,6,general,70,7.7,Update payment method,resolved,Policy updated per customer request,4.0,True
-7048,2024-05-16 12:56:27,18348721426,2,Billing & Payments,4,billing,85,9.3,Request proof of insurance,transferred,Callback scheduled for tomorrow,3.0,False
-7049,2024-05-16 12:56:43,14395053299,3,Policy Changes,5,general,213,6.0,Update address,resolved,"Information provided, no action needed",4.0,True
-7050,2024-05-16 14:10:11,15574387984,4,New Quote,5,general,25,4.8,Remove vehicle from policy,follow_up_needed,Transferred to supervisor,2.0,False
-7051,2024-05-16 14:11:05,19745004983,3,Policy Changes,6,general,145,10.1,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-7052,2024-05-16 14:16:44,19245433982,0,Speak to Agent,5,general,77,5.8,Payment not processed,transferred,Escalated to claims adjuster,3.0,False
-7053,2024-05-16 14:36:26,13486892618,4,New Quote,6,general,136,7.2,Filing new auto claim,resolved,Policy updated per customer request,5.0,True
-7054,2024-05-16 14:45:32,13598025552,1,Claims,7,claims,52,0.0,Payment not processed,abandoned,Customer abandoned,,False
-7055,2024-05-16 14:51:08,17984262801,2,Billing & Payments,4,billing,100,2.4,Filing new auto claim,resolved,"Claim filed, reference number provided",2.0,True
-7056,2024-05-16 15:07:38,12012889379,1,Claims,1,claims,127,2.7,Update address,transferred,Customer requested manager,3.0,False
-7057,2024-05-16 15:21:51,13406471982,2,Billing & Payments,8,billing,105,6.5,Update payment method,follow_up_needed,"Claim filed, reference number provided",2.0,False
-7058,2024-05-16 15:32:16,15463795841,4,New Quote,5,general,195,2.7,Remove vehicle from policy,follow_up_needed,Resolved on first call,4.0,False
-7059,2024-05-16 15:39:57,19886902589,2,Billing & Payments,8,billing,142,5.1,Report accident,resolved,Resolved on first call,4.0,True
-7060,2024-05-16 15:40:38,14277486241,4,New Quote,6,general,102,7.6,Change coverage level,resolved,Customer requested manager,3.0,True
-7061,2024-05-16 15:41:48,12958756420,0,Speak to Agent,6,general,157,8.1,Ask about discounts,follow_up_needed,Escalated to claims adjuster,3.0,False
-7062,2024-05-16 15:44:40,18426852811,0,Speak to Agent,5,general,79,0.0,Change coverage level,abandoned,Customer abandoned,,False
-7063,2024-05-16 16:27:50,15247781038,4,New Quote,6,general,115,9.2,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-7064,2024-05-16 16:30:12,14102766664,4,New Quote,5,general,149,7.5,Dispute claim denial,resolved,Callback scheduled for tomorrow,4.0,True
-7065,2024-05-16 17:05:25,13511611949,1,Claims,2,claims,112,7.5,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-7066,2024-05-16 17:12:41,17337045406,3,Policy Changes,6,general,103,10.3,Dispute claim denial,resolved,"Information provided, no action needed",3.0,True
-7067,2024-05-16 17:30:05,15214578614,0,Speak to Agent,6,general,45,9.0,Complaint about service,resolved,"Information provided, no action needed",3.0,True
-7068,2024-05-16 17:43:09,16301723361,0,Speak to Agent,6,general,49,7.5,Update address,resolved,"Claim filed, reference number provided",3.0,True
-7069,2024-05-16 17:43:31,14566906968,2,Billing & Payments,8,billing,26,6.6,Payment not processed,follow_up_needed,Resolved on first call,2.0,False
-7070,2024-05-16 18:17:54,13938373441,0,Speak to Agent,5,general,0,7.2,Request ID cards,resolved,Transferred to supervisor,3.0,True
-7071,2024-05-16 18:29:12,16559248094,4,New Quote,5,general,212,1.2,Ask about deductible,resolved,"Claim filed, reference number provided",5.0,True
-7072,2024-05-16 18:45:17,18969069396,3,Policy Changes,6,general,60,7.3,Update payment method,resolved,Callback scheduled for tomorrow,5.0,True
-7073,2024-05-16 18:47:34,15347265404,2,Billing & Payments,3,billing,1,1.4,Update payment method,transferred,Callback scheduled for tomorrow,3.0,False
-7074,2024-05-16 18:56:48,14895956346,4,New Quote,6,general,0,9.1,Add driver to policy,resolved,Policy updated per customer request,3.0,True
-7075,2024-05-17 07:12:48,16767231523,1,Claims,1,claims,216,8.6,Request ID cards,resolved,Callback scheduled for tomorrow,2.0,True
-7076,2024-05-17 07:12:50,17986930047,2,Billing & Payments,8,billing,248,0.0,Payment not processed,abandoned,Customer abandoned,,False
-7077,2024-05-17 07:29:27,19982281239,3,Policy Changes,6,general,205,9.4,Ask about discounts,follow_up_needed,Resolved on first call,3.0,False
-7078,2024-05-17 07:38:01,14249591739,4,New Quote,5,general,73,0.0,Complaint about service,abandoned,Customer abandoned,,False
-7079,2024-05-17 07:39:49,14501394572,4,New Quote,6,general,134,7.4,Report accident,resolved,Payment processed successfully,2.0,True
-7080,2024-05-17 07:41:38,17777564475,4,New Quote,6,general,40,10.9,Cancel policy,resolved,Resolved on first call,3.0,True
-7081,2024-05-17 07:53:33,16121034659,3,Policy Changes,6,general,161,13.1,Request payment plan,resolved,Payment processed successfully,4.0,True
-7082,2024-05-17 07:57:22,12770758113,1,Claims,7,claims,227,6.2,Request proof of insurance,resolved,Policy updated per customer request,4.0,True
-7083,2024-05-17 08:04:10,17484087763,4,New Quote,5,general,214,4.2,Ask about discounts,resolved,Escalated to claims adjuster,5.0,True
-7084,2024-05-17 08:22:01,19647133487,3,Policy Changes,6,general,0,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-7085,2024-05-17 08:27:36,14592518949,0,Speak to Agent,6,general,214,8.0,Change coverage level,follow_up_needed,Customer disconnected before resolution,3.0,False
-7086,2024-05-17 08:42:44,12261148616,4,New Quote,6,general,148,5.7,Request ID cards,resolved,Resolved on first call,2.0,True
-7087,2024-05-17 08:57:27,16102483352,1,Claims,1,claims,243,11.7,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-7088,2024-05-17 08:59:26,18395726258,2,Billing & Payments,3,billing,126,8.1,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-7089,2024-05-17 09:04:43,12928177838,2,Billing & Payments,3,billing,125,5.5,Change coverage level,transferred,Customer requested manager,3.0,False
-7090,2024-05-17 09:13:38,15189167134,3,Policy Changes,5,general,0,8.6,Report accident,follow_up_needed,Escalated to claims adjuster,2.0,False
-7091,2024-05-17 09:20:42,14261479195,4,New Quote,5,general,97,1.0,General coverage question,follow_up_needed,Resolved on first call,2.0,False
-7092,2024-05-17 09:23:37,18988032544,1,Claims,2,claims,0,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-7093,2024-05-17 09:34:19,12755007006,2,Billing & Payments,3,billing,15,2.0,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-7094,2024-05-17 09:35:16,14427490004,1,Claims,7,claims,110,5.6,Claim status inquiry,follow_up_needed,Customer disconnected before resolution,2.0,False
-7095,2024-05-17 09:41:57,19209169108,2,Billing & Payments,8,billing,213,7.8,Cancel policy,transferred,Callback scheduled for tomorrow,2.0,False
-7096,2024-05-17 10:03:19,13425765639,2,Billing & Payments,8,billing,149,7.1,General coverage question,resolved,Payment processed successfully,5.0,True
-7097,2024-05-17 10:11:44,14841736839,4,New Quote,5,general,72,4.9,Report accident,follow_up_needed,Customer requested manager,3.0,False
-7098,2024-05-17 10:13:55,16342587055,4,New Quote,5,general,91,6.1,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-7099,2024-05-17 10:18:49,17864819313,2,Billing & Payments,8,billing,77,4.8,Request payment plan,follow_up_needed,Policy updated per customer request,4.0,False
-7100,2024-05-17 10:28:27,13206463256,1,Claims,1,claims,16,8.0,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-7101,2024-05-17 10:32:24,17604324981,3,Policy Changes,5,general,127,0.5,Complaint about service,resolved,Transferred to supervisor,5.0,True
-7102,2024-05-17 10:54:18,12869692879,0,Speak to Agent,6,general,71,5.6,Update address,resolved,Customer requested manager,5.0,True
-7103,2024-05-17 11:06:08,17445415271,2,Billing & Payments,4,billing,229,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-7104,2024-05-17 11:07:49,18826622104,0,Speak to Agent,5,general,150,6.6,Request payment plan,resolved,Policy updated per customer request,4.0,True
-7105,2024-05-17 11:17:46,18418112640,1,Claims,2,claims,224,10.0,Payment not processed,resolved,Transferred to supervisor,3.0,True
-7106,2024-05-17 11:28:07,19347519556,2,Billing & Payments,8,billing,291,5.3,Ask about discounts,resolved,Customer disconnected before resolution,2.0,True
-7107,2024-05-17 11:35:27,19293334227,0,Speak to Agent,6,general,134,9.3,Change coverage level,resolved,Resolved on first call,4.0,True
-7108,2024-05-17 11:35:52,18024944654,2,Billing & Payments,4,billing,55,13.1,Complaint about service,follow_up_needed,"Information provided, no action needed",4.0,False
-7109,2024-05-17 11:42:21,17056253564,4,New Quote,6,general,89,8.1,Inquire about premium increase,transferred,Payment processed successfully,2.0,False
-7110,2024-05-17 12:11:59,12407552711,2,Billing & Payments,8,billing,212,2.7,Dispute claim denial,follow_up_needed,Transferred to supervisor,2.0,False
-7111,2024-05-17 13:00:12,15910356033,2,Billing & Payments,3,billing,239,6.1,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-7112,2024-05-17 13:32:43,17534305181,2,Billing & Payments,4,billing,262,0.0,Change coverage level,abandoned,Customer abandoned,,False
-7113,2024-05-17 13:39:45,15818923882,1,Claims,1,claims,171,5.2,Cancel policy,resolved,Policy updated per customer request,1.0,True
-7114,2024-05-17 14:06:15,13316255652,0,Speak to Agent,5,general,63,5.4,General coverage question,resolved,Policy updated per customer request,4.0,True
-7115,2024-05-17 14:08:00,16745074860,3,Policy Changes,6,general,128,8.2,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-7116,2024-05-17 14:10:36,17795423353,3,Policy Changes,6,general,204,7.9,General coverage question,transferred,Callback scheduled for tomorrow,3.0,False
-7117,2024-05-17 14:31:48,16406892917,0,Speak to Agent,6,general,114,9.7,Request proof of insurance,resolved,Resolved on first call,4.0,True
-7118,2024-05-17 14:42:09,13544060289,1,Claims,7,claims,138,4.9,Cancel policy,resolved,Resolved on first call,5.0,True
-7119,2024-05-17 15:07:16,15759432660,3,Policy Changes,6,general,216,9.4,Ask about deductible,resolved,Customer disconnected before resolution,3.0,True
-7120,2024-05-17 15:21:22,15645621196,2,Billing & Payments,3,billing,74,4.1,Dispute claim denial,resolved,"Claim filed, reference number provided",3.0,True
-7121,2024-05-17 15:31:44,13585743629,3,Policy Changes,5,general,315,9.9,Inquire about premium increase,transferred,Callback scheduled for tomorrow,4.0,False
-7122,2024-05-17 15:40:07,15392650850,2,Billing & Payments,8,billing,192,8.4,Claim status inquiry,follow_up_needed,Transferred to supervisor,3.0,False
-7123,2024-05-17 16:15:04,15221670383,3,Policy Changes,5,general,100,5.9,Filing new auto claim,follow_up_needed,Customer requested manager,2.0,False
-7124,2024-05-17 16:15:25,13538271808,3,Policy Changes,5,general,116,5.4,Ask about discounts,resolved,Payment processed successfully,4.0,True
-7125,2024-05-17 16:21:54,19260253409,4,New Quote,6,general,0,5.5,Report accident,follow_up_needed,"Claim filed, reference number provided",4.0,False
-7126,2024-05-17 16:50:34,15754526244,2,Billing & Payments,3,billing,0,8.6,Update payment method,resolved,Customer disconnected before resolution,3.0,True
-7127,2024-05-17 17:06:42,14322993457,0,Speak to Agent,5,general,148,5.9,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-7128,2024-05-17 17:19:46,16988249595,1,Claims,1,claims,150,7.3,Request ID cards,transferred,Customer requested manager,3.0,False
-7129,2024-05-17 17:50:58,19316629013,1,Claims,7,claims,35,7.2,Update payment method,follow_up_needed,Escalated to claims adjuster,5.0,False
-7130,2024-05-17 18:12:48,17122887119,3,Policy Changes,5,general,228,8.5,Change coverage level,resolved,"Information provided, no action needed",3.0,True
-7131,2024-05-17 18:29:55,12019622849,0,Speak to Agent,6,general,98,5.0,Update payment method,follow_up_needed,Escalated to claims adjuster,3.0,False
-7132,2024-05-17 18:54:05,19828850107,3,Policy Changes,5,general,0,6.2,Filing new auto claim,resolved,"Claim filed, reference number provided",5.0,True
-7133,2024-05-18 09:12:47,13905666666,4,New Quote,6,general,173,14.5,Payment not processed,follow_up_needed,Escalated to claims adjuster,3.0,False
-7134,2024-05-18 09:28:13,18080633404,2,Billing & Payments,3,billing,79,4.0,Complaint about service,resolved,"Claim filed, reference number provided",3.0,True
-7135,2024-05-18 09:49:18,14366458333,2,Billing & Payments,8,billing,266,4.0,Update payment method,follow_up_needed,Payment processed successfully,3.0,False
-7136,2024-05-18 09:52:07,17347330229,1,Claims,7,claims,122,6.8,Cancel policy,transferred,Payment processed successfully,3.0,False
-7137,2024-05-18 09:54:54,16934920218,3,Policy Changes,6,general,174,7.1,Filing new auto claim,transferred,"Claim filed, reference number provided",1.0,False
-7138,2024-05-18 09:57:18,14414283469,0,Speak to Agent,6,general,171,3.9,Add driver to policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-7139,2024-05-18 09:57:20,18233580566,0,Speak to Agent,6,general,192,7.5,Ask about deductible,resolved,Resolved on first call,4.0,True
-7140,2024-05-18 10:02:17,13692694284,2,Billing & Payments,4,billing,165,4.3,Payment not processed,follow_up_needed,Customer requested manager,4.0,False
-7141,2024-05-18 10:15:12,12254864579,2,Billing & Payments,8,billing,209,7.3,Request proof of insurance,resolved,Transferred to supervisor,2.0,True
-7142,2024-05-18 10:16:55,14927548172,0,Speak to Agent,6,general,0,7.9,Change coverage level,follow_up_needed,"Claim filed, reference number provided",4.0,False
-7143,2024-05-18 10:31:11,17654643924,1,Claims,1,claims,179,4.6,Payment not processed,resolved,Resolved on first call,3.0,True
-7144,2024-05-18 10:39:34,14725685575,0,Speak to Agent,6,general,73,8.4,Payment not processed,resolved,Callback scheduled for tomorrow,3.0,True
-7145,2024-05-18 10:44:43,17043955276,2,Billing & Payments,3,billing,89,2.2,Request ID cards,transferred,Escalated to claims adjuster,3.0,False
-7146,2024-05-18 10:53:03,13924935153,0,Speak to Agent,6,general,93,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-7147,2024-05-18 11:00:57,14707689873,0,Speak to Agent,6,general,68,8.0,Update address,follow_up_needed,Escalated to claims adjuster,4.0,False
-7148,2024-05-18 11:04:28,13937721249,2,Billing & Payments,3,billing,54,1.4,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-7149,2024-05-18 11:21:53,17227192002,4,New Quote,6,general,254,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-7150,2024-05-18 11:31:52,12636025954,1,Claims,2,claims,21,5.4,Cancel policy,follow_up_needed,Resolved on first call,5.0,False
-7151,2024-05-18 11:57:18,19232571560,3,Policy Changes,5,general,54,4.0,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-7152,2024-05-18 12:00:21,12687105449,4,New Quote,5,general,81,4.7,Report accident,follow_up_needed,Resolved on first call,4.0,False
-7153,2024-05-18 12:02:36,14067740232,1,Claims,7,claims,194,6.0,Filing new auto claim,follow_up_needed,Resolved on first call,5.0,False
-7154,2024-05-18 12:02:41,14594386832,0,Speak to Agent,5,general,226,6.6,Request payment plan,resolved,Policy updated per customer request,4.0,True
-7155,2024-05-18 12:05:44,14810447762,1,Claims,1,claims,52,4.5,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,4.0,True
-7156,2024-05-18 12:06:54,19080780856,0,Speak to Agent,6,general,80,5.9,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-7157,2024-05-18 12:07:15,18030165436,1,Claims,7,claims,0,4.9,Change coverage level,resolved,Payment processed successfully,3.0,True
-7158,2024-05-18 12:21:25,13812359953,3,Policy Changes,6,general,191,7.8,Change coverage level,transferred,Transferred to supervisor,4.0,False
-7159,2024-05-18 12:24:22,13586640361,2,Billing & Payments,4,billing,143,7.6,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-7160,2024-05-18 12:29:22,16570954794,1,Claims,7,claims,1,5.6,General coverage question,transferred,Escalated to claims adjuster,3.0,False
-7161,2024-05-18 12:57:10,14285730679,3,Policy Changes,6,general,196,6.2,Update address,resolved,Callback scheduled for tomorrow,4.0,True
-7162,2024-05-20 07:08:32,18369668670,3,Policy Changes,5,general,106,6.2,Request payment plan,resolved,Escalated to claims adjuster,5.0,True
-7163,2024-05-20 07:10:46,13711148549,1,Claims,2,claims,202,7.7,Add driver to policy,resolved,Policy updated per customer request,3.0,True
-7164,2024-05-20 07:13:28,19492494502,1,Claims,7,claims,145,8.1,Request proof of insurance,follow_up_needed,Payment processed successfully,3.0,False
-7165,2024-05-20 07:31:38,17433210376,1,Claims,7,claims,302,4.6,Update address,follow_up_needed,"Claim filed, reference number provided",3.0,False
-7166,2024-05-20 07:33:36,19383559884,3,Policy Changes,5,general,268,8.5,Request payment plan,follow_up_needed,"Claim filed, reference number provided",3.0,False
-7167,2024-05-20 07:41:55,18958207731,2,Billing & Payments,3,billing,77,5.1,Add driver to policy,resolved,Callback scheduled for tomorrow,5.0,True
-7168,2024-05-20 07:48:16,14158151325,0,Speak to Agent,6,general,224,10.9,Inquire about premium increase,resolved,"Information provided, no action needed",5.0,True
-7169,2024-05-20 07:55:53,12903157480,0,Speak to Agent,5,general,176,0.5,Claim status inquiry,transferred,Customer disconnected before resolution,3.0,False
-7170,2024-05-20 08:01:21,17025039064,1,Claims,7,claims,204,10.6,General coverage question,follow_up_needed,Policy updated per customer request,2.0,False
-7171,2024-05-20 08:36:09,13736165074,0,Speak to Agent,6,general,0,10.9,Update payment method,resolved,Customer disconnected before resolution,5.0,True
-7172,2024-05-20 08:44:59,13031817866,0,Speak to Agent,5,general,187,0.0,Cancel policy,abandoned,Customer abandoned,,False
-7173,2024-05-20 08:55:42,13176689553,1,Claims,2,claims,70,5.5,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-7174,2024-05-20 09:25:14,18732968501,3,Policy Changes,5,general,157,6.7,Request proof of insurance,resolved,Payment processed successfully,4.0,True
-7175,2024-05-20 09:26:28,19590863412,1,Claims,2,claims,275,4.0,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-7176,2024-05-20 09:40:05,13159333399,1,Claims,1,claims,0,7.9,Change coverage level,follow_up_needed,Customer disconnected before resolution,3.0,False
-7177,2024-05-20 09:49:19,16715233526,4,New Quote,5,general,12,4.4,Payment not processed,resolved,Policy updated per customer request,4.0,True
-7178,2024-05-20 09:49:26,18107324205,1,Claims,1,claims,0,10.1,Cancel policy,resolved,Customer disconnected before resolution,4.0,True
-7179,2024-05-20 09:52:39,14041750804,4,New Quote,5,general,138,3.0,Complaint about service,follow_up_needed,Transferred to supervisor,2.0,False
-7180,2024-05-20 09:57:51,15032971713,1,Claims,2,claims,98,9.7,Dispute claim denial,resolved,Escalated to claims adjuster,3.0,True
-7181,2024-05-20 09:58:46,13184718601,1,Claims,2,claims,164,11.2,Inquire about premium increase,resolved,Customer requested manager,3.0,True
-7182,2024-05-20 09:59:43,12444857330,2,Billing & Payments,3,billing,0,10.0,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-7183,2024-05-20 10:02:53,18077159334,2,Billing & Payments,4,billing,43,0.0,Cancel policy,abandoned,Customer abandoned,,False
-7184,2024-05-20 10:03:25,15587753310,3,Policy Changes,6,general,395,8.2,Request proof of insurance,transferred,Escalated to claims adjuster,4.0,False
-7185,2024-05-20 10:05:36,12655528952,4,New Quote,6,general,29,10.3,Report accident,resolved,Customer disconnected before resolution,4.0,True
-7186,2024-05-20 10:13:32,12217237037,4,New Quote,6,general,134,5.0,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-7187,2024-05-20 10:38:45,16186665913,4,New Quote,5,general,84,10.3,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-7188,2024-05-20 10:47:33,19327071214,0,Speak to Agent,5,general,18,3.2,Ask about discounts,resolved,Customer requested manager,3.0,True
-7189,2024-05-20 10:52:14,19743325981,4,New Quote,5,general,124,6.4,Add driver to policy,resolved,"Claim filed, reference number provided",5.0,True
-7190,2024-05-20 11:01:17,15488345123,1,Claims,2,claims,200,7.7,Update address,resolved,Escalated to claims adjuster,5.0,True
-7191,2024-05-20 11:06:41,18658974715,0,Speak to Agent,6,general,67,8.8,Ask about deductible,resolved,Callback scheduled for tomorrow,3.0,True
-7192,2024-05-20 11:09:15,14927055685,3,Policy Changes,5,general,83,9.0,Request payment plan,transferred,Callback scheduled for tomorrow,2.0,False
-7193,2024-05-20 11:14:59,18450508035,3,Policy Changes,5,general,43,6.9,Remove vehicle from policy,resolved,"Information provided, no action needed",4.0,True
-7194,2024-05-20 11:18:21,15097437827,2,Billing & Payments,4,billing,0,5.8,General coverage question,transferred,Escalated to claims adjuster,3.0,False
-7195,2024-05-20 11:38:04,19977580305,1,Claims,2,claims,31,9.3,Reinstate lapsed policy,resolved,Transferred to supervisor,3.0,True
-7196,2024-05-20 11:38:24,19630273864,1,Claims,1,claims,164,3.9,Payment not processed,follow_up_needed,Policy updated per customer request,3.0,False
-7197,2024-05-20 11:42:38,12967571620,1,Claims,1,claims,229,6.5,Dispute claim denial,resolved,Policy updated per customer request,4.0,True
-7198,2024-05-20 11:45:52,14958340284,2,Billing & Payments,4,billing,121,10.4,Complaint about service,follow_up_needed,Resolved on first call,4.0,False
-7199,2024-05-20 11:48:35,16061529708,2,Billing & Payments,3,billing,145,5.0,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-7200,2024-05-20 12:01:07,13873929093,2,Billing & Payments,8,billing,79,3.7,Claim status inquiry,transferred,Customer requested manager,2.0,False
-7201,2024-05-20 12:02:53,12634983526,2,Billing & Payments,3,billing,82,4.9,Update payment method,transferred,Policy updated per customer request,3.0,False
-7202,2024-05-20 12:04:57,17195034460,3,Policy Changes,5,general,322,3.5,Request payment plan,resolved,Callback scheduled for tomorrow,5.0,True
-7203,2024-05-20 12:11:19,13139960196,1,Claims,1,claims,80,6.5,Complaint about service,resolved,"Information provided, no action needed",2.0,True
-7204,2024-05-20 12:15:02,19171606966,0,Speak to Agent,6,general,203,7.2,Request ID cards,follow_up_needed,Customer disconnected before resolution,5.0,False
-7205,2024-05-20 12:15:36,19474812274,1,Claims,1,claims,50,4.1,General coverage question,follow_up_needed,"Claim filed, reference number provided",3.0,False
-7206,2024-05-20 12:28:11,15623909947,3,Policy Changes,6,general,18,9.5,Update payment method,resolved,Customer disconnected before resolution,5.0,True
-7207,2024-05-20 12:40:12,17469121128,4,New Quote,5,general,70,4.4,Filing new auto claim,follow_up_needed,Transferred to supervisor,4.0,False
-7208,2024-05-20 12:42:54,18656428532,4,New Quote,5,general,120,3.3,Ask about deductible,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-7209,2024-05-20 12:56:39,17981076144,0,Speak to Agent,5,general,173,8.2,Update address,resolved,Customer disconnected before resolution,5.0,True
-7210,2024-05-20 13:05:15,16297396952,4,New Quote,5,general,9,2.8,Change coverage level,transferred,Escalated to claims adjuster,3.0,False
-7211,2024-05-20 13:13:50,16932183373,2,Billing & Payments,8,billing,48,5.4,Update address,resolved,"Claim filed, reference number provided",4.0,True
-7212,2024-05-20 13:14:25,13990375753,0,Speak to Agent,5,general,186,6.1,Update payment method,transferred,Policy updated per customer request,5.0,False
-7213,2024-05-20 13:15:14,13516574279,1,Claims,2,claims,0,2.0,Complaint about service,follow_up_needed,"Claim filed, reference number provided",3.0,False
-7214,2024-05-20 13:16:27,19685148948,3,Policy Changes,5,general,171,6.0,Request payment plan,follow_up_needed,Customer requested manager,3.0,False
-7215,2024-05-20 13:37:49,13992862353,3,Policy Changes,6,general,129,7.1,Request ID cards,resolved,Customer requested manager,4.0,True
-7216,2024-05-20 13:58:47,15500961941,1,Claims,2,claims,108,0.5,Change coverage level,resolved,"Information provided, no action needed",2.0,True
-7217,2024-05-20 14:14:02,19879579890,2,Billing & Payments,3,billing,194,1.5,Remove vehicle from policy,follow_up_needed,Customer requested manager,3.0,False
-7218,2024-05-20 14:33:49,12254117488,4,New Quote,5,general,114,3.9,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-7219,2024-05-20 14:43:19,17435911922,4,New Quote,6,general,71,10.0,Request ID cards,resolved,Policy updated per customer request,4.0,True
-7220,2024-05-20 15:14:05,12245752868,2,Billing & Payments,8,billing,157,3.7,Report accident,resolved,Resolved on first call,3.0,True
-7221,2024-05-20 15:15:15,17322444058,4,New Quote,5,general,179,5.7,Request payment plan,transferred,Resolved on first call,4.0,False
-7222,2024-05-20 15:41:08,18384977714,1,Claims,2,claims,17,10.2,Ask about deductible,transferred,Customer disconnected before resolution,4.0,False
-7223,2024-05-20 15:42:29,13634000432,3,Policy Changes,6,general,70,10.9,Reinstate lapsed policy,resolved,Resolved on first call,5.0,True
-7224,2024-05-20 15:48:45,14112558898,0,Speak to Agent,5,general,210,4.2,Add driver to policy,resolved,Payment processed successfully,4.0,True
-7225,2024-05-20 15:50:07,16839830412,3,Policy Changes,5,general,257,6.2,Request proof of insurance,resolved,Escalated to claims adjuster,4.0,True
-7226,2024-05-20 15:58:04,14255551031,0,Speak to Agent,5,general,75,5.7,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-7227,2024-05-20 16:02:39,19570334408,3,Policy Changes,6,general,161,6.0,Report accident,follow_up_needed,Policy updated per customer request,2.0,False
-7228,2024-05-20 16:19:50,19025277073,1,Claims,7,claims,160,3.3,Request proof of insurance,resolved,"Information provided, no action needed",4.0,True
-7229,2024-05-20 16:42:30,13942542719,0,Speak to Agent,6,general,83,7.5,Ask about deductible,resolved,Payment processed successfully,3.0,True
-7230,2024-05-20 17:17:18,19177301724,3,Policy Changes,6,general,223,11.1,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-7231,2024-05-20 17:39:37,13598973027,4,New Quote,5,general,183,7.4,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-7232,2024-05-20 17:42:23,12879817167,1,Claims,1,claims,74,3.8,Ask about discounts,transferred,Transferred to supervisor,2.0,False
-7233,2024-05-20 17:47:20,18428023442,4,New Quote,6,general,0,6.5,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-7234,2024-05-20 18:00:37,13757698920,1,Claims,2,claims,117,8.2,Complaint about service,resolved,"Claim filed, reference number provided",2.0,True
-7235,2024-05-20 18:04:54,17389537710,4,New Quote,6,general,188,8.8,Ask about deductible,resolved,Customer requested manager,3.0,True
-7236,2024-05-20 18:07:26,18819548034,1,Claims,1,claims,143,5.2,Add driver to policy,resolved,Customer disconnected before resolution,3.0,True
-7237,2024-05-20 18:16:53,19247091601,3,Policy Changes,5,general,302,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-7238,2024-05-20 18:29:30,12003931138,4,New Quote,6,general,199,7.0,Remove vehicle from policy,resolved,Payment processed successfully,5.0,True
-7239,2024-05-21 07:34:37,16795363361,3,Policy Changes,6,general,53,12.4,Filing new auto claim,transferred,Callback scheduled for tomorrow,2.0,False
-7240,2024-05-21 07:36:05,16998250174,2,Billing & Payments,8,billing,5,4.0,General coverage question,resolved,Payment processed successfully,3.0,True
-7241,2024-05-21 07:36:17,17490739897,4,New Quote,5,general,103,9.3,Request proof of insurance,resolved,Payment processed successfully,5.0,True
-7242,2024-05-21 07:50:53,14270747665,4,New Quote,6,general,0,11.7,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-7243,2024-05-21 08:15:33,12625447162,3,Policy Changes,5,general,0,4.8,Report accident,resolved,Callback scheduled for tomorrow,3.0,True
-7244,2024-05-21 08:16:51,14093857355,0,Speak to Agent,5,general,186,4.6,General coverage question,resolved,"Claim filed, reference number provided",4.0,True
-7245,2024-05-21 08:25:50,15581678433,2,Billing & Payments,4,billing,108,2.9,Payment not processed,resolved,Transferred to supervisor,4.0,True
-7246,2024-05-21 08:27:02,14684865396,4,New Quote,5,general,0,10.2,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-7247,2024-05-21 08:55:34,19405522940,1,Claims,7,claims,23,6.7,Cancel policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-7248,2024-05-21 09:04:26,13049609983,3,Policy Changes,5,general,173,0.0,Request payment plan,abandoned,Customer abandoned,,False
-7249,2024-05-21 09:16:49,14675401151,1,Claims,1,claims,32,5.6,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-7250,2024-05-21 09:38:33,16488671294,4,New Quote,6,general,146,9.6,Update payment method,resolved,Transferred to supervisor,4.0,True
-7251,2024-05-21 09:50:44,14743727063,1,Claims,7,claims,120,0.7,Dispute claim denial,resolved,Escalated to claims adjuster,2.0,True
-7252,2024-05-21 10:13:48,18393877945,0,Speak to Agent,5,general,184,6.1,Filing new auto claim,follow_up_needed,Policy updated per customer request,3.0,False
-7253,2024-05-21 10:20:19,12986109166,1,Claims,7,claims,143,2.3,Ask about discounts,transferred,"Information provided, no action needed",3.0,False
-7254,2024-05-21 10:26:34,17241888925,3,Policy Changes,6,general,128,10.4,Claim status inquiry,resolved,Resolved on first call,3.0,True
-7255,2024-05-21 10:39:55,16925115914,1,Claims,7,claims,159,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-7256,2024-05-21 10:45:22,14369887912,0,Speak to Agent,6,general,230,5.3,Request ID cards,follow_up_needed,Payment processed successfully,3.0,False
-7257,2024-05-21 10:45:51,19867441208,4,New Quote,6,general,0,12.2,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-7258,2024-05-21 10:49:19,13459159489,2,Billing & Payments,3,billing,0,3.6,Remove vehicle from policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-7259,2024-05-21 10:59:26,19872326243,1,Claims,1,claims,104,10.3,Ask about discounts,follow_up_needed,Escalated to claims adjuster,3.0,False
-7260,2024-05-21 11:13:12,18431457106,3,Policy Changes,6,general,213,0.0,Complaint about service,abandoned,Customer abandoned,,False
-7261,2024-05-21 11:44:15,17962424817,3,Policy Changes,6,general,0,7.6,Payment not processed,resolved,Resolved on first call,4.0,True
-7262,2024-05-21 11:45:13,16156237986,2,Billing & Payments,8,billing,90,0.5,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-7263,2024-05-21 11:47:49,18845395991,4,New Quote,6,general,85,10.9,Add driver to policy,follow_up_needed,Escalated to claims adjuster,5.0,False
-7264,2024-05-21 11:47:55,17474395836,3,Policy Changes,5,general,212,3.5,Add driver to policy,transferred,Transferred to supervisor,1.0,False
-7265,2024-05-21 11:48:56,13024950723,2,Billing & Payments,3,billing,136,2.7,Report accident,transferred,Callback scheduled for tomorrow,2.0,False
-7266,2024-05-21 11:50:30,12457777938,1,Claims,1,claims,91,8.6,Remove vehicle from policy,follow_up_needed,Customer requested manager,2.0,False
-7267,2024-05-21 11:52:00,18194264643,4,New Quote,5,general,36,4.5,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,4.0,False
-7268,2024-05-21 11:56:26,14778353099,0,Speak to Agent,6,general,117,4.3,General coverage question,follow_up_needed,"Information provided, no action needed",2.0,False
-7269,2024-05-21 12:07:01,19856541720,3,Policy Changes,5,general,137,5.3,Update payment method,resolved,"Information provided, no action needed",4.0,True
-7270,2024-05-21 12:21:03,17152653034,1,Claims,7,claims,121,5.0,Report accident,transferred,Payment processed successfully,3.0,False
-7271,2024-05-21 12:40:06,16518549525,2,Billing & Payments,4,billing,86,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-7272,2024-05-21 13:14:24,17682711154,2,Billing & Payments,8,billing,22,7.2,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-7273,2024-05-21 13:40:09,14828343207,4,New Quote,6,general,187,8.9,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-7274,2024-05-21 13:56:41,14424116902,0,Speak to Agent,5,general,191,3.3,Claim status inquiry,resolved,Resolved on first call,4.0,True
-7275,2024-05-21 14:21:20,15536850356,4,New Quote,6,general,215,4.6,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-7276,2024-05-21 14:28:35,16000932089,0,Speak to Agent,5,general,15,7.6,General coverage question,resolved,Resolved on first call,4.0,True
-7277,2024-05-21 14:50:01,16356238829,4,New Quote,5,general,188,1.9,Payment not processed,resolved,Escalated to claims adjuster,2.0,True
-7278,2024-05-21 14:55:08,18796073106,1,Claims,2,claims,47,2.8,Complaint about service,resolved,Resolved on first call,4.0,True
-7279,2024-05-21 15:09:15,19252893441,2,Billing & Payments,4,billing,57,5.7,Request proof of insurance,resolved,Customer disconnected before resolution,2.0,True
-7280,2024-05-21 15:10:09,18388091229,0,Speak to Agent,5,general,131,2.3,Report accident,resolved,"Claim filed, reference number provided",3.0,True
-7281,2024-05-21 15:30:41,14456507767,2,Billing & Payments,3,billing,98,2.7,Inquire about premium increase,follow_up_needed,"Information provided, no action needed",3.0,False
-7282,2024-05-21 15:51:01,15415097674,1,Claims,7,claims,129,5.9,Inquire about premium increase,resolved,Customer requested manager,4.0,True
-7283,2024-05-21 15:52:02,17583298095,2,Billing & Payments,8,billing,189,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-7284,2024-05-21 16:22:16,15712583978,0,Speak to Agent,6,general,82,7.2,Request payment plan,resolved,Callback scheduled for tomorrow,3.0,True
-7285,2024-05-21 16:31:08,18825043990,2,Billing & Payments,4,billing,0,7.9,Report accident,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-7286,2024-05-21 16:54:56,12946009814,1,Claims,7,claims,103,3.9,Add driver to policy,resolved,Transferred to supervisor,3.0,True
-7287,2024-05-21 17:15:25,16174475468,2,Billing & Payments,4,billing,169,4.8,Report accident,resolved,Callback scheduled for tomorrow,3.0,True
-7288,2024-05-21 17:16:08,14952925425,3,Policy Changes,5,general,0,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-7289,2024-05-21 17:18:13,16025428213,2,Billing & Payments,3,billing,146,10.5,Ask about discounts,resolved,Callback scheduled for tomorrow,5.0,True
-7290,2024-05-21 17:32:37,16530952050,4,New Quote,6,general,158,0.0,Complaint about service,abandoned,Customer abandoned,,False
-7291,2024-05-21 17:38:18,15168707485,4,New Quote,5,general,34,7.4,Report accident,transferred,Escalated to claims adjuster,5.0,False
-7292,2024-05-21 17:45:08,19142263363,2,Billing & Payments,4,billing,20,5.3,Inquire about premium increase,transferred,"Information provided, no action needed",3.0,False
-7293,2024-05-21 18:06:21,19497988842,1,Claims,2,claims,98,5.8,Ask about deductible,resolved,Transferred to supervisor,5.0,True
-7294,2024-05-21 18:06:30,12920634454,2,Billing & Payments,8,billing,179,4.5,Change coverage level,resolved,Transferred to supervisor,3.0,True
-7295,2024-05-21 18:09:56,19545211050,2,Billing & Payments,8,billing,100,9.2,Cancel policy,resolved,"Information provided, no action needed",4.0,True
-7296,2024-05-21 18:13:06,12616335918,1,Claims,2,claims,134,10.5,Request payment plan,follow_up_needed,Customer requested manager,2.0,False
-7297,2024-05-21 18:43:45,13858692674,1,Claims,1,claims,267,3.1,Add driver to policy,resolved,"Claim filed, reference number provided",2.0,True
-7298,2024-05-21 18:56:34,18969562779,2,Billing & Payments,8,billing,42,5.8,Update payment method,resolved,Policy updated per customer request,4.0,True
-7299,2024-05-22 07:06:36,14991117536,0,Speak to Agent,5,general,100,4.6,Request ID cards,resolved,Escalated to claims adjuster,3.0,True
-7300,2024-05-22 07:14:27,19030168157,2,Billing & Payments,3,billing,1,1.7,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-7301,2024-05-22 07:17:43,15180665183,0,Speak to Agent,5,general,127,11.0,Request proof of insurance,resolved,Escalated to claims adjuster,4.0,True
-7302,2024-05-22 07:18:17,16760601478,3,Policy Changes,6,general,207,12.7,Dispute claim denial,transferred,Payment processed successfully,2.0,False
-7303,2024-05-22 07:24:13,18687456130,3,Policy Changes,5,general,0,2.8,Remove vehicle from policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-7304,2024-05-22 08:01:37,12636000156,3,Policy Changes,6,general,116,8.2,Request ID cards,resolved,Payment processed successfully,4.0,True
-7305,2024-05-22 08:05:59,12434295216,4,New Quote,6,general,87,7.3,Update address,transferred,"Claim filed, reference number provided",3.0,False
-7306,2024-05-22 09:03:57,14041492098,4,New Quote,6,general,111,9.7,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-7307,2024-05-22 09:06:52,12405150308,3,Policy Changes,6,general,61,10.1,Request ID cards,follow_up_needed,Resolved on first call,4.0,False
-7308,2024-05-22 09:11:23,17234191709,4,New Quote,6,general,198,7.0,Claim status inquiry,transferred,Callback scheduled for tomorrow,2.0,False
-7309,2024-05-22 09:29:29,13530617254,4,New Quote,6,general,51,12.2,Request proof of insurance,resolved,Customer requested manager,3.0,True
-7310,2024-05-22 10:03:04,12647585133,3,Policy Changes,6,general,155,3.3,Update address,follow_up_needed,"Claim filed, reference number provided",3.0,False
-7311,2024-05-22 10:10:33,13247192558,2,Billing & Payments,4,billing,50,4.1,Remove vehicle from policy,resolved,Customer requested manager,5.0,True
-7312,2024-05-22 10:18:58,15112607189,2,Billing & Payments,8,billing,146,4.4,Claim status inquiry,resolved,Policy updated per customer request,5.0,True
-7313,2024-05-22 10:42:38,18037312059,0,Speak to Agent,6,general,93,0.0,Update payment method,abandoned,Customer abandoned,,False
-7314,2024-05-22 10:43:05,16313558373,3,Policy Changes,5,general,99,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-7315,2024-05-22 11:01:42,15232092313,4,New Quote,6,general,155,2.7,Ask about discounts,transferred,"Information provided, no action needed",3.0,False
-7316,2024-05-22 11:10:56,18469928432,3,Policy Changes,6,general,46,4.4,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-7317,2024-05-22 11:14:17,17357572132,3,Policy Changes,5,general,162,4.0,Update payment method,resolved,Escalated to claims adjuster,2.0,True
-7318,2024-05-22 11:22:40,14161115753,2,Billing & Payments,8,billing,32,1.7,Claim status inquiry,follow_up_needed,Transferred to supervisor,4.0,False
-7319,2024-05-22 11:40:33,17354248484,1,Claims,1,claims,254,4.4,Request proof of insurance,resolved,Policy updated per customer request,5.0,True
-7320,2024-05-22 11:48:16,19120397091,2,Billing & Payments,4,billing,122,5.8,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-7321,2024-05-22 11:52:49,12741401959,0,Speak to Agent,6,general,227,9.1,Request ID cards,resolved,"Information provided, no action needed",5.0,True
-7322,2024-05-22 11:57:05,19943161820,1,Claims,1,claims,10,3.9,Request ID cards,resolved,Customer requested manager,3.0,True
-7323,2024-05-22 12:22:41,14704560978,2,Billing & Payments,3,billing,41,7.7,Request ID cards,resolved,Escalated to claims adjuster,1.0,True
-7324,2024-05-22 12:30:05,13900033652,0,Speak to Agent,6,general,32,2.9,Report accident,transferred,"Claim filed, reference number provided",2.0,False
-7325,2024-05-22 12:33:54,12118597882,0,Speak to Agent,5,general,0,0.7,General coverage question,resolved,"Claim filed, reference number provided",3.0,True
-7326,2024-05-22 12:41:46,17667272420,3,Policy Changes,6,general,158,9.1,Ask about deductible,resolved,Escalated to claims adjuster,5.0,True
-7327,2024-05-22 12:42:37,18216487768,0,Speak to Agent,5,general,0,3.1,Update payment method,follow_up_needed,Customer disconnected before resolution,2.0,False
-7328,2024-05-22 12:56:24,19174436779,2,Billing & Payments,8,billing,60,0.0,Update address,abandoned,Customer abandoned,,False
-7329,2024-05-22 13:00:17,19852800366,4,New Quote,5,general,217,3.2,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-7330,2024-05-22 13:01:23,17081271664,3,Policy Changes,6,general,189,5.1,Dispute claim denial,follow_up_needed,Resolved on first call,3.0,False
-7331,2024-05-22 13:01:55,16435450876,0,Speak to Agent,6,general,26,8.7,Report accident,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-7332,2024-05-22 13:52:43,14910491069,1,Claims,2,claims,83,8.8,Dispute claim denial,resolved,Callback scheduled for tomorrow,3.0,True
-7333,2024-05-22 14:00:49,15459139897,2,Billing & Payments,4,billing,111,6.2,Update address,resolved,Transferred to supervisor,5.0,True
-7334,2024-05-22 14:02:51,13611255484,0,Speak to Agent,5,general,122,7.2,Update payment method,transferred,Resolved on first call,3.0,False
-7335,2024-05-22 14:09:24,19016715626,1,Claims,1,claims,24,8.1,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-7336,2024-05-22 14:37:48,17968444615,3,Policy Changes,6,general,147,6.7,Update address,resolved,Customer requested manager,3.0,True
-7337,2024-05-22 14:45:41,19518867008,3,Policy Changes,5,general,240,4.8,Claim status inquiry,follow_up_needed,Customer disconnected before resolution,2.0,False
-7338,2024-05-22 14:47:55,13715941551,3,Policy Changes,5,general,178,4.2,Ask about discounts,resolved,Resolved on first call,2.0,True
-7339,2024-05-22 14:51:38,19020480118,4,New Quote,6,general,65,5.6,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,5.0,True
-7340,2024-05-22 14:57:28,14157670149,0,Speak to Agent,6,general,294,5.2,Update address,resolved,Customer disconnected before resolution,2.0,True
-7341,2024-05-22 15:09:57,17325476452,1,Claims,7,claims,160,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-7342,2024-05-22 15:19:17,12129081727,4,New Quote,6,general,165,6.7,General coverage question,follow_up_needed,Customer disconnected before resolution,4.0,False
-7343,2024-05-22 15:20:38,16428329960,1,Claims,1,claims,77,6.7,Payment not processed,follow_up_needed,Resolved on first call,1.0,False
-7344,2024-05-22 15:26:57,18361404882,0,Speak to Agent,6,general,223,6.8,Remove vehicle from policy,resolved,"Information provided, no action needed",3.0,True
-7345,2024-05-22 15:40:29,16906260304,4,New Quote,5,general,0,5.5,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-7346,2024-05-22 16:18:26,15225327815,0,Speak to Agent,6,general,97,12.7,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-7347,2024-05-22 16:19:37,17761662112,1,Claims,2,claims,95,10.2,Request payment plan,follow_up_needed,"Claim filed, reference number provided",5.0,False
-7348,2024-05-22 16:21:27,13103358012,3,Policy Changes,6,general,87,11.5,Dispute claim denial,follow_up_needed,"Information provided, no action needed",2.0,False
-7349,2024-05-22 16:32:59,14087408351,2,Billing & Payments,4,billing,0,11.2,Add driver to policy,resolved,Escalated to claims adjuster,5.0,True
-7350,2024-05-22 16:51:46,18423706675,4,New Quote,5,general,304,7.6,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-7351,2024-05-22 16:58:51,14720261423,1,Claims,2,claims,197,4.7,Payment not processed,follow_up_needed,"Claim filed, reference number provided",3.0,False
-7352,2024-05-22 16:59:05,18698161755,0,Speak to Agent,6,general,0,5.4,Update payment method,resolved,Resolved on first call,4.0,True
-7353,2024-05-22 17:23:49,19142182456,3,Policy Changes,5,general,138,9.3,Request proof of insurance,follow_up_needed,Transferred to supervisor,5.0,False
-7354,2024-05-22 17:24:09,12477369815,1,Claims,1,claims,0,6.9,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-7355,2024-05-22 17:30:35,12588895150,1,Claims,2,claims,138,10.1,Report accident,transferred,Escalated to claims adjuster,3.0,False
-7356,2024-05-22 17:45:36,12810037430,1,Claims,7,claims,142,6.5,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-7357,2024-05-22 18:03:48,15781376947,1,Claims,1,claims,130,5.7,Filing new auto claim,transferred,Customer disconnected before resolution,1.0,False
-7358,2024-05-22 18:24:29,16473025629,3,Policy Changes,5,general,183,5.5,General coverage question,resolved,Policy updated per customer request,4.0,True
-7359,2024-05-22 18:28:29,14210531023,3,Policy Changes,5,general,105,6.4,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-7360,2024-05-22 18:34:09,14118239285,0,Speak to Agent,5,general,0,8.4,Payment not processed,transferred,Customer requested manager,3.0,False
-7361,2024-05-22 18:44:46,13914903563,1,Claims,1,claims,13,9.3,Dispute claim denial,resolved,Transferred to supervisor,3.0,True
-7362,2024-05-22 18:53:05,19352235484,4,New Quote,6,general,162,10.9,Reinstate lapsed policy,follow_up_needed,Customer requested manager,4.0,False
-7363,2024-05-23 07:15:42,19114536016,4,New Quote,5,general,145,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-7364,2024-05-23 07:15:49,13650940876,0,Speak to Agent,6,general,195,8.8,Update payment method,resolved,Customer requested manager,3.0,True
-7365,2024-05-23 07:49:28,14266660723,3,Policy Changes,6,general,28,8.9,Dispute claim denial,resolved,Callback scheduled for tomorrow,4.0,True
-7366,2024-05-23 07:55:01,17219665820,2,Billing & Payments,8,billing,53,2.4,Request proof of insurance,resolved,Resolved on first call,4.0,True
-7367,2024-05-23 08:23:43,16870540788,0,Speak to Agent,5,general,312,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-7368,2024-05-23 08:28:00,12085063970,3,Policy Changes,5,general,119,7.5,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-7369,2024-05-23 08:30:13,12362183278,3,Policy Changes,6,general,69,10.1,Ask about deductible,resolved,Escalated to claims adjuster,2.0,True
-7370,2024-05-23 08:31:45,16115817088,0,Speak to Agent,6,general,88,10.4,Update payment method,resolved,"Claim filed, reference number provided",5.0,True
-7371,2024-05-23 08:35:48,17973043246,0,Speak to Agent,5,general,110,5.6,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-7372,2024-05-23 08:41:04,14388331073,2,Billing & Payments,8,billing,86,8.2,Complaint about service,follow_up_needed,Transferred to supervisor,2.0,False
-7373,2024-05-23 08:54:26,12601056674,1,Claims,2,claims,92,6.6,Inquire about premium increase,resolved,Escalated to claims adjuster,2.0,True
-7374,2024-05-23 08:59:34,12156954623,1,Claims,2,claims,269,8.9,Request payment plan,transferred,Customer requested manager,1.0,False
-7375,2024-05-23 09:10:06,18680324341,4,New Quote,6,general,215,6.0,Report accident,resolved,Escalated to claims adjuster,5.0,True
-7376,2024-05-23 09:11:07,19435535623,3,Policy Changes,5,general,176,2.5,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-7377,2024-05-23 09:11:34,17575784394,1,Claims,1,claims,218,5.0,Change coverage level,resolved,Resolved on first call,4.0,True
-7378,2024-05-23 09:20:02,19657226036,2,Billing & Payments,8,billing,170,0.5,Ask about discounts,resolved,Payment processed successfully,5.0,True
-7379,2024-05-23 09:31:10,15385712999,4,New Quote,6,general,0,7.8,Change coverage level,resolved,Escalated to claims adjuster,3.0,True
-7380,2024-05-23 09:36:20,14535000727,3,Policy Changes,5,general,0,0.5,Dispute claim denial,resolved,Resolved on first call,4.0,True
-7381,2024-05-23 09:57:44,13495898435,0,Speak to Agent,6,general,56,6.3,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-7382,2024-05-23 10:00:58,16200410729,0,Speak to Agent,5,general,291,5.1,Reinstate lapsed policy,resolved,Transferred to supervisor,3.0,True
-7383,2024-05-23 10:10:51,17683840004,2,Billing & Payments,3,billing,120,1.8,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-7384,2024-05-23 10:19:48,19404562771,2,Billing & Payments,8,billing,238,0.0,Report accident,abandoned,Customer abandoned,,False
-7385,2024-05-23 10:23:43,15831019975,4,New Quote,5,general,131,8.1,Claim status inquiry,follow_up_needed,Resolved on first call,4.0,False
-7386,2024-05-23 10:26:15,19137266903,1,Claims,2,claims,142,6.7,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-7387,2024-05-23 10:38:04,16163161784,2,Billing & Payments,4,billing,327,6.7,Remove vehicle from policy,resolved,Transferred to supervisor,4.0,True
-7388,2024-05-23 10:38:14,13057253804,3,Policy Changes,6,general,167,8.9,Dispute claim denial,resolved,Resolved on first call,4.0,True
-7389,2024-05-23 10:40:39,17640205470,2,Billing & Payments,8,billing,43,5.7,Ask about deductible,transferred,Escalated to claims adjuster,3.0,False
-7390,2024-05-23 10:47:52,18501755820,2,Billing & Payments,4,billing,339,2.4,Ask about discounts,resolved,Resolved on first call,2.0,True
-7391,2024-05-23 10:59:59,16812387571,4,New Quote,5,general,88,7.4,General coverage question,resolved,Escalated to claims adjuster,4.0,True
-7392,2024-05-23 11:04:31,19296687851,4,New Quote,6,general,124,6.3,Add driver to policy,resolved,Customer disconnected before resolution,5.0,True
-7393,2024-05-23 11:34:22,12479387493,4,New Quote,6,general,0,9.5,Claim status inquiry,follow_up_needed,Payment processed successfully,5.0,False
-7394,2024-05-23 11:36:37,17182761627,2,Billing & Payments,3,billing,93,9.0,Payment not processed,transferred,Transferred to supervisor,1.0,False
-7395,2024-05-23 11:37:50,12907565436,2,Billing & Payments,8,billing,60,8.4,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-7396,2024-05-23 11:41:34,14265499482,4,New Quote,6,general,36,10.2,Request proof of insurance,resolved,Policy updated per customer request,3.0,True
-7397,2024-05-23 11:45:43,17646848946,0,Speak to Agent,5,general,141,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-7398,2024-05-23 12:01:59,14763801764,1,Claims,1,claims,36,6.5,Reinstate lapsed policy,resolved,Customer disconnected before resolution,5.0,True
-7399,2024-05-23 12:06:37,14760603671,1,Claims,7,claims,34,10.2,Request proof of insurance,resolved,Resolved on first call,4.0,True
-7400,2024-05-23 12:11:44,19081935913,1,Claims,1,claims,279,6.3,Complaint about service,follow_up_needed,Resolved on first call,4.0,False
-7401,2024-05-23 12:44:26,14401551491,3,Policy Changes,6,general,62,7.5,Request ID cards,resolved,Policy updated per customer request,3.0,True
-7402,2024-05-23 13:18:02,12326886980,4,New Quote,5,general,213,7.4,Remove vehicle from policy,resolved,Policy updated per customer request,3.0,True
-7403,2024-05-23 13:35:57,14531743094,0,Speak to Agent,6,general,34,10.2,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-7404,2024-05-23 13:45:21,15159667975,0,Speak to Agent,5,general,138,2.0,General coverage question,resolved,Policy updated per customer request,3.0,True
-7405,2024-05-23 13:54:22,17300556737,1,Claims,2,claims,95,13.0,Report accident,resolved,Callback scheduled for tomorrow,3.0,True
-7406,2024-05-23 14:03:17,16699246700,2,Billing & Payments,4,billing,211,4.9,Filing new auto claim,resolved,Resolved on first call,5.0,True
-7407,2024-05-23 14:29:55,19423988657,4,New Quote,5,general,108,6.3,Add driver to policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-7408,2024-05-23 14:49:47,12737491067,1,Claims,7,claims,39,0.0,Request payment plan,abandoned,Customer abandoned,,False
-7409,2024-05-23 15:08:04,17980209233,3,Policy Changes,5,general,4,4.1,Ask about discounts,resolved,Customer disconnected before resolution,2.0,True
-7410,2024-05-23 15:11:43,16233155529,1,Claims,2,claims,0,8.1,Update address,resolved,Payment processed successfully,4.0,True
-7411,2024-05-23 15:32:21,19423157757,3,Policy Changes,6,general,65,6.3,Request payment plan,resolved,"Information provided, no action needed",5.0,True
-7412,2024-05-23 15:45:35,12096372762,2,Billing & Payments,8,billing,287,8.1,Ask about discounts,resolved,Escalated to claims adjuster,4.0,True
-7413,2024-05-23 15:47:10,14107914343,4,New Quote,5,general,66,6.8,Request payment plan,follow_up_needed,Customer disconnected before resolution,3.0,False
-7414,2024-05-23 16:26:25,12933639841,1,Claims,7,claims,261,5.8,Report accident,resolved,Callback scheduled for tomorrow,5.0,True
-7415,2024-05-23 16:45:42,12365614196,1,Claims,7,claims,28,6.2,Ask about deductible,transferred,"Information provided, no action needed",4.0,False
-7416,2024-05-23 17:05:02,13006294541,1,Claims,1,claims,0,7.2,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-7417,2024-05-23 17:10:54,19448559455,3,Policy Changes,6,general,139,6.6,Reinstate lapsed policy,follow_up_needed,Transferred to supervisor,3.0,False
-7418,2024-05-23 17:12:10,14606175177,3,Policy Changes,6,general,135,6.0,Payment not processed,resolved,"Information provided, no action needed",3.0,True
-7419,2024-05-23 17:29:59,18431781035,3,Policy Changes,6,general,146,10.5,Payment not processed,transferred,Escalated to claims adjuster,3.0,False
-7420,2024-05-23 17:32:24,19848085623,4,New Quote,5,general,197,6.8,Change coverage level,resolved,Resolved on first call,4.0,True
-7421,2024-05-23 17:38:27,19002019409,3,Policy Changes,6,general,143,0.0,Request ID cards,abandoned,Customer abandoned,,False
-7422,2024-05-23 17:47:25,12107058479,1,Claims,2,claims,77,7.8,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-7423,2024-05-23 18:03:30,12486774981,3,Policy Changes,5,general,176,3.5,Report accident,resolved,Customer requested manager,4.0,True
-7424,2024-05-23 18:16:03,14718487028,2,Billing & Payments,3,billing,144,5.0,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",5.0,True
-7425,2024-05-23 18:46:36,13961746799,4,New Quote,5,general,265,8.7,Report accident,resolved,Resolved on first call,4.0,True
-7426,2024-05-24 07:32:05,13854485536,2,Billing & Payments,3,billing,90,0.6,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,3.0,True
-7427,2024-05-24 07:59:49,18878690321,1,Claims,7,claims,114,4.2,Inquire about premium increase,transferred,Customer disconnected before resolution,2.0,False
-7428,2024-05-24 08:17:12,17521790146,3,Policy Changes,5,general,140,3.9,Ask about discounts,resolved,Payment processed successfully,4.0,True
-7429,2024-05-24 08:26:43,16966190735,1,Claims,1,claims,0,5.8,Update payment method,resolved,Escalated to claims adjuster,5.0,True
-7430,2024-05-24 08:39:14,12814146548,2,Billing & Payments,3,billing,0,2.7,Filing new auto claim,resolved,"Information provided, no action needed",3.0,True
-7431,2024-05-24 08:40:50,18222818486,3,Policy Changes,5,general,78,8.9,Filing new auto claim,resolved,Escalated to claims adjuster,2.0,True
-7432,2024-05-24 09:03:05,12596428576,3,Policy Changes,5,general,98,4.5,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-7433,2024-05-24 09:06:47,13957184660,0,Speak to Agent,5,general,24,5.3,Reinstate lapsed policy,resolved,Policy updated per customer request,4.0,True
-7434,2024-05-24 09:17:14,19157048671,1,Claims,7,claims,105,3.9,Cancel policy,transferred,Escalated to claims adjuster,3.0,False
-7435,2024-05-24 09:21:30,12696686988,2,Billing & Payments,4,billing,103,6.6,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-7436,2024-05-24 09:26:37,18767866041,2,Billing & Payments,8,billing,201,4.1,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-7437,2024-05-24 09:28:23,19148753524,3,Policy Changes,6,general,130,5.5,Filing new auto claim,resolved,Customer requested manager,4.0,True
-7438,2024-05-24 09:31:58,17588745824,3,Policy Changes,5,general,6,8.3,Update address,resolved,Callback scheduled for tomorrow,4.0,True
-7439,2024-05-24 09:43:52,12228372131,2,Billing & Payments,4,billing,187,7.1,Inquire about premium increase,transferred,Customer requested manager,4.0,False
-7440,2024-05-24 10:23:45,17220993092,1,Claims,7,claims,217,8.2,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,3.0,True
-7441,2024-05-24 11:00:36,14715822033,3,Policy Changes,6,general,75,10.6,Add driver to policy,resolved,Customer requested manager,4.0,True
-7442,2024-05-24 11:11:18,13014201932,0,Speak to Agent,6,general,198,9.7,Ask about deductible,resolved,Escalated to claims adjuster,5.0,True
-7443,2024-05-24 11:11:19,14156205737,2,Billing & Payments,3,billing,157,5.6,General coverage question,resolved,Customer requested manager,4.0,True
-7444,2024-05-24 11:20:12,13253962760,2,Billing & Payments,3,billing,101,7.6,Ask about discounts,resolved,Customer disconnected before resolution,2.0,True
-7445,2024-05-24 11:25:16,18853701658,4,New Quote,6,general,0,8.1,Change coverage level,transferred,Transferred to supervisor,1.0,False
-7446,2024-05-24 11:31:02,19785276879,3,Policy Changes,5,general,55,9.6,Reinstate lapsed policy,resolved,Resolved on first call,4.0,True
-7447,2024-05-24 11:31:36,18842915301,0,Speak to Agent,5,general,91,5.1,Inquire about premium increase,follow_up_needed,Resolved on first call,4.0,False
-7448,2024-05-24 11:34:15,13717121485,4,New Quote,5,general,124,6.2,Cancel policy,resolved,Payment processed successfully,4.0,True
-7449,2024-05-24 11:56:13,19486719243,4,New Quote,5,general,55,8.1,Ask about deductible,follow_up_needed,Customer requested manager,3.0,False
-7450,2024-05-24 12:30:49,12053419644,4,New Quote,6,general,76,7.8,Report accident,resolved,"Information provided, no action needed",1.0,True
-7451,2024-05-24 12:33:48,16655993029,2,Billing & Payments,8,billing,194,1.9,Request proof of insurance,resolved,Payment processed successfully,3.0,True
-7452,2024-05-24 12:52:01,16030050701,2,Billing & Payments,3,billing,26,3.3,Request proof of insurance,resolved,"Claim filed, reference number provided",5.0,True
-7453,2024-05-24 12:55:53,16444663551,4,New Quote,6,general,164,5.6,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-7454,2024-05-24 13:01:49,13771773912,2,Billing & Payments,4,billing,135,10.7,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,5.0,False
-7455,2024-05-24 13:32:20,13300182895,3,Policy Changes,6,general,252,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-7456,2024-05-24 13:40:01,16563078956,4,New Quote,5,general,223,7.3,Update address,follow_up_needed,Customer requested manager,2.0,False
-7457,2024-05-24 13:43:23,14656185840,0,Speak to Agent,6,general,245,7.7,Report accident,follow_up_needed,"Information provided, no action needed",3.0,False
-7458,2024-05-24 13:45:51,12182857500,3,Policy Changes,5,general,0,4.5,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-7459,2024-05-24 13:49:09,13852427735,1,Claims,2,claims,307,6.9,Remove vehicle from policy,resolved,Customer requested manager,2.0,True
-7460,2024-05-24 13:52:08,14412596593,1,Claims,2,claims,191,7.0,Report accident,follow_up_needed,Payment processed successfully,3.0,False
-7461,2024-05-24 14:00:26,18023714412,2,Billing & Payments,4,billing,161,11.0,Dispute claim denial,follow_up_needed,Policy updated per customer request,3.0,False
-7462,2024-05-24 14:02:04,15207425719,1,Claims,2,claims,90,5.8,Ask about discounts,follow_up_needed,Customer requested manager,3.0,False
-7463,2024-05-24 14:02:40,13385235528,3,Policy Changes,5,general,28,5.0,Dispute claim denial,resolved,"Information provided, no action needed",5.0,True
-7464,2024-05-24 14:04:21,17829453332,0,Speak to Agent,6,general,100,6.9,Filing new auto claim,resolved,Escalated to claims adjuster,3.0,True
-7465,2024-05-24 14:19:38,17834949904,4,New Quote,5,general,208,3.1,Claim status inquiry,resolved,Policy updated per customer request,4.0,True
-7466,2024-05-24 14:34:09,15836019123,3,Policy Changes,6,general,61,5.7,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-7467,2024-05-24 14:37:54,15743711851,0,Speak to Agent,6,general,39,8.4,Filing new auto claim,resolved,Resolved on first call,4.0,True
-7468,2024-05-24 14:42:57,15580827026,0,Speak to Agent,5,general,0,8.7,Payment not processed,transferred,Policy updated per customer request,4.0,False
-7469,2024-05-24 15:14:40,15329680063,1,Claims,1,claims,59,6.9,Ask about discounts,resolved,Escalated to claims adjuster,5.0,True
-7470,2024-05-24 15:45:01,12395715579,4,New Quote,6,general,134,6.4,Filing new auto claim,resolved,Callback scheduled for tomorrow,4.0,True
-7471,2024-05-24 15:45:51,14776792349,1,Claims,1,claims,21,3.0,Claim status inquiry,follow_up_needed,Customer disconnected before resolution,2.0,False
-7472,2024-05-24 16:01:31,19337025266,3,Policy Changes,5,general,117,1.0,Complaint about service,resolved,"Claim filed, reference number provided",5.0,True
-7473,2024-05-24 16:24:15,16928602021,1,Claims,1,claims,25,1.7,Claim status inquiry,resolved,Customer requested manager,3.0,True
-7474,2024-05-24 16:25:38,17983723429,1,Claims,2,claims,99,5.7,Inquire about premium increase,resolved,Resolved on first call,3.0,True
-7475,2024-05-24 16:40:59,13518983727,2,Billing & Payments,4,billing,218,5.4,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-7476,2024-05-24 16:54:39,18709133090,0,Speak to Agent,5,general,131,4.7,Payment not processed,resolved,Escalated to claims adjuster,2.0,True
-7477,2024-05-24 16:57:43,12631478702,4,New Quote,5,general,147,3.5,Ask about discounts,transferred,Payment processed successfully,4.0,False
-7478,2024-05-24 17:11:26,18524277794,4,New Quote,5,general,241,7.1,Update payment method,resolved,Policy updated per customer request,4.0,True
-7479,2024-05-24 17:36:12,15085812593,1,Claims,1,claims,121,6.8,Inquire about premium increase,follow_up_needed,Payment processed successfully,5.0,False
-7480,2024-05-24 17:50:45,12616576409,2,Billing & Payments,4,billing,127,5.6,Payment not processed,follow_up_needed,Customer requested manager,3.0,False
-7481,2024-05-24 18:18:47,18107206414,4,New Quote,5,general,309,5.6,Payment not processed,resolved,"Information provided, no action needed",5.0,True
-7482,2024-05-24 18:28:58,19356317221,0,Speak to Agent,5,general,120,0.7,Reinstate lapsed policy,resolved,Resolved on first call,2.0,True
-7483,2024-05-25 09:06:07,18379736869,0,Speak to Agent,5,general,169,4.7,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-7484,2024-05-25 09:22:40,15416171854,3,Policy Changes,5,general,152,4.9,Add driver to policy,resolved,Resolved on first call,3.0,True
-7485,2024-05-25 09:37:17,13936955471,0,Speak to Agent,6,general,155,3.7,Report accident,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-7486,2024-05-25 09:40:19,15336420453,0,Speak to Agent,6,general,44,5.0,Payment not processed,resolved,"Information provided, no action needed",5.0,True
-7487,2024-05-25 09:55:53,15412935607,3,Policy Changes,5,general,167,8.5,Payment not processed,resolved,Transferred to supervisor,2.0,True
-7488,2024-05-25 09:58:06,15131935835,4,New Quote,6,general,29,12.5,Request ID cards,resolved,Customer disconnected before resolution,3.0,True
-7489,2024-05-25 10:22:37,16207269366,4,New Quote,5,general,126,13.9,Complaint about service,resolved,"Information provided, no action needed",4.0,True
-7490,2024-05-25 10:25:04,15042349837,0,Speak to Agent,5,general,171,10.6,Request ID cards,resolved,Customer requested manager,2.0,True
-7491,2024-05-25 10:47:47,19633808270,1,Claims,7,claims,196,0.9,Remove vehicle from policy,transferred,Policy updated per customer request,3.0,False
-7492,2024-05-25 10:48:06,17457894500,4,New Quote,6,general,69,10.1,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",4.0,False
-7493,2024-05-25 11:10:51,18419167208,1,Claims,1,claims,5,6.2,Complaint about service,resolved,Resolved on first call,5.0,True
-7494,2024-05-25 11:30:53,17711500514,0,Speak to Agent,5,general,141,3.0,Change coverage level,resolved,"Claim filed, reference number provided",5.0,True
-7495,2024-05-25 11:54:26,15164147418,4,New Quote,6,general,77,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-7496,2024-05-25 12:04:51,15017843373,3,Policy Changes,6,general,266,7.5,Cancel policy,resolved,Policy updated per customer request,3.0,True
-7497,2024-05-25 12:37:34,17944229496,2,Billing & Payments,4,billing,0,8.7,Update payment method,transferred,Callback scheduled for tomorrow,5.0,False
-7498,2024-05-25 12:41:18,12972534926,2,Billing & Payments,8,billing,119,7.6,Ask about discounts,transferred,"Information provided, no action needed",2.0,False
-7499,2024-05-25 12:57:36,13953640005,2,Billing & Payments,4,billing,192,7.6,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-7500,2024-05-25 12:58:08,19231178016,1,Claims,1,claims,137,8.5,Report accident,transferred,Escalated to claims adjuster,2.0,False
-7501,2024-05-25 12:59:27,12759527681,2,Billing & Payments,8,billing,134,6.0,Dispute claim denial,follow_up_needed,Escalated to claims adjuster,4.0,False
-7502,2024-05-27 07:06:06,14575533133,0,Speak to Agent,6,general,285,3.5,Dispute claim denial,resolved,Resolved on first call,3.0,True
-7503,2024-05-27 07:08:56,15197890929,3,Policy Changes,5,general,12,5.8,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-7504,2024-05-27 07:22:04,17972100066,0,Speak to Agent,5,general,157,2.8,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-7505,2024-05-27 07:25:53,12076350349,3,Policy Changes,5,general,218,8.3,Request proof of insurance,resolved,"Claim filed, reference number provided",2.0,True
-7506,2024-05-27 07:28:51,17889754928,2,Billing & Payments,4,billing,49,9.5,Request payment plan,transferred,Resolved on first call,3.0,False
-7507,2024-05-27 07:58:21,12674759155,1,Claims,2,claims,117,8.8,Complaint about service,resolved,Customer requested manager,5.0,True
-7508,2024-05-27 08:03:59,18140766673,2,Billing & Payments,3,billing,109,2.6,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",5.0,True
-7509,2024-05-27 08:18:56,15528820513,1,Claims,1,claims,217,11.9,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",3.0,False
-7510,2024-05-27 08:33:36,12334233407,3,Policy Changes,5,general,63,9.6,Cancel policy,resolved,Transferred to supervisor,5.0,True
-7511,2024-05-27 08:45:42,15595468054,1,Claims,1,claims,145,5.0,Request proof of insurance,follow_up_needed,Escalated to claims adjuster,4.0,False
-7512,2024-05-27 08:57:13,12827236113,1,Claims,7,claims,137,4.7,Report accident,follow_up_needed,Escalated to claims adjuster,4.0,False
-7513,2024-05-27 09:01:56,16996039055,4,New Quote,5,general,114,1.8,Dispute claim denial,resolved,Customer disconnected before resolution,4.0,True
-7514,2024-05-27 09:22:46,18843350979,4,New Quote,6,general,49,10.8,Ask about deductible,follow_up_needed,"Information provided, no action needed",5.0,False
-7515,2024-05-27 09:26:33,13805219143,3,Policy Changes,6,general,304,6.1,Dispute claim denial,follow_up_needed,Customer disconnected before resolution,1.0,False
-7516,2024-05-27 09:32:09,14429330167,3,Policy Changes,6,general,0,10.6,Update payment method,transferred,"Claim filed, reference number provided",3.0,False
-7517,2024-05-27 09:34:25,19806071766,2,Billing & Payments,3,billing,238,7.2,Request ID cards,resolved,Transferred to supervisor,4.0,True
-7518,2024-05-27 09:37:01,16507270055,3,Policy Changes,6,general,106,7.8,Complaint about service,transferred,Transferred to supervisor,3.0,False
-7519,2024-05-27 09:44:02,13485237407,1,Claims,1,claims,110,5.6,Filing new auto claim,resolved,Escalated to claims adjuster,3.0,True
-7520,2024-05-27 09:45:38,19812562589,1,Claims,2,claims,162,4.6,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-7521,2024-05-27 09:52:35,15873378308,4,New Quote,5,general,38,3.4,Reinstate lapsed policy,follow_up_needed,Transferred to supervisor,4.0,False
-7522,2024-05-27 09:54:12,14164682830,0,Speak to Agent,6,general,0,9.6,Dispute claim denial,resolved,Policy updated per customer request,3.0,True
-7523,2024-05-27 10:01:05,19861257094,3,Policy Changes,6,general,0,0.0,Update payment method,abandoned,Customer abandoned,,False
-7524,2024-05-27 10:06:45,19662250771,2,Billing & Payments,3,billing,274,0.0,Cancel policy,abandoned,Customer abandoned,,False
-7525,2024-05-27 10:08:26,18509074366,4,New Quote,6,general,215,7.4,Claim status inquiry,resolved,"Claim filed, reference number provided",4.0,True
-7526,2024-05-27 10:26:09,12840743308,3,Policy Changes,6,general,160,8.6,Remove vehicle from policy,resolved,Escalated to claims adjuster,4.0,True
-7527,2024-05-27 10:42:56,15122868222,0,Speak to Agent,5,general,82,5.8,Ask about deductible,transferred,Policy updated per customer request,1.0,False
-7528,2024-05-27 10:48:01,13512179551,0,Speak to Agent,5,general,177,9.5,Remove vehicle from policy,transferred,"Information provided, no action needed",3.0,False
-7529,2024-05-27 10:50:28,15565056958,4,New Quote,6,general,87,7.2,Cancel policy,follow_up_needed,"Information provided, no action needed",3.0,False
-7530,2024-05-27 10:55:05,18104527284,4,New Quote,5,general,265,3.5,Remove vehicle from policy,resolved,Escalated to claims adjuster,5.0,True
-7531,2024-05-27 10:57:16,18632972681,2,Billing & Payments,3,billing,184,4.2,Complaint about service,transferred,Callback scheduled for tomorrow,2.0,False
-7532,2024-05-27 11:01:25,16025366723,3,Policy Changes,5,general,249,2.6,Complaint about service,transferred,Resolved on first call,2.0,False
-7533,2024-05-27 11:05:36,13213410938,0,Speak to Agent,6,general,150,8.4,Dispute claim denial,resolved,Callback scheduled for tomorrow,5.0,True
-7534,2024-05-27 11:07:24,14264149739,0,Speak to Agent,5,general,0,6.7,General coverage question,follow_up_needed,"Claim filed, reference number provided",4.0,False
-7535,2024-05-27 11:07:45,15195146132,3,Policy Changes,5,general,135,8.8,Request payment plan,follow_up_needed,"Claim filed, reference number provided",4.0,False
-7536,2024-05-27 11:12:26,17635175031,0,Speak to Agent,5,general,227,5.3,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-7537,2024-05-27 11:24:19,14463747134,3,Policy Changes,5,general,194,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-7538,2024-05-27 11:27:47,17294461332,2,Billing & Payments,3,billing,49,8.3,Ask about deductible,transferred,Escalated to claims adjuster,4.0,False
-7539,2024-05-27 11:29:58,12353953776,4,New Quote,6,general,192,5.2,Change coverage level,follow_up_needed,Customer requested manager,1.0,False
-7540,2024-05-27 11:39:05,15772061972,3,Policy Changes,5,general,0,0.5,Filing new auto claim,resolved,"Information provided, no action needed",5.0,True
-7541,2024-05-27 11:44:14,15505691726,1,Claims,7,claims,119,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-7542,2024-05-27 11:58:59,17557097039,2,Billing & Payments,8,billing,243,9.9,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,4.0,False
-7543,2024-05-27 12:11:40,15620439650,2,Billing & Payments,8,billing,1,4.6,Add driver to policy,follow_up_needed,Escalated to claims adjuster,5.0,False
-7544,2024-05-27 12:12:04,13958569173,0,Speak to Agent,5,general,24,1.9,Request payment plan,follow_up_needed,Resolved on first call,2.0,False
-7545,2024-05-27 12:14:39,18931307570,0,Speak to Agent,5,general,111,0.5,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-7546,2024-05-27 12:16:39,19323437961,1,Claims,1,claims,194,10.3,Add driver to policy,transferred,Transferred to supervisor,3.0,False
-7547,2024-05-27 12:30:48,15311007798,0,Speak to Agent,6,general,188,7.4,Add driver to policy,resolved,Callback scheduled for tomorrow,3.0,True
-7548,2024-05-27 12:32:01,14246228302,1,Claims,7,claims,84,5.8,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-7549,2024-05-27 12:46:43,15319582755,1,Claims,2,claims,2,7.4,Cancel policy,follow_up_needed,Policy updated per customer request,2.0,False
-7550,2024-05-27 12:53:44,15055613562,0,Speak to Agent,5,general,0,6.0,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-7551,2024-05-27 13:02:40,18554751600,0,Speak to Agent,6,general,205,8.1,Request proof of insurance,resolved,Resolved on first call,3.0,True
-7552,2024-05-27 13:04:35,18283897742,0,Speak to Agent,5,general,128,7.3,Complaint about service,resolved,Customer disconnected before resolution,5.0,True
-7553,2024-05-27 13:12:12,17971437808,4,New Quote,5,general,137,2.1,Request ID cards,follow_up_needed,Resolved on first call,1.0,False
-7554,2024-05-27 13:21:28,17967140124,4,New Quote,5,general,43,2.0,Cancel policy,transferred,"Claim filed, reference number provided",4.0,False
-7555,2024-05-27 13:23:59,17968191395,3,Policy Changes,5,general,88,7.4,Report accident,transferred,Payment processed successfully,3.0,False
-7556,2024-05-27 13:35:24,15568455166,0,Speak to Agent,5,general,85,5.9,Dispute claim denial,resolved,Customer requested manager,3.0,True
-7557,2024-05-27 13:55:15,12399096152,4,New Quote,5,general,205,7.4,Request ID cards,resolved,Resolved on first call,4.0,True
-7558,2024-05-27 14:04:56,19494534092,2,Billing & Payments,8,billing,132,3.2,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-7559,2024-05-27 14:19:51,17021841041,0,Speak to Agent,5,general,142,8.4,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-7560,2024-05-27 14:22:06,12819836944,0,Speak to Agent,5,general,141,4.4,Request proof of insurance,resolved,Payment processed successfully,4.0,True
-7561,2024-05-27 14:29:17,16130666761,3,Policy Changes,6,general,217,9.1,Add driver to policy,follow_up_needed,Payment processed successfully,2.0,False
-7562,2024-05-27 14:30:27,17949355433,2,Billing & Payments,3,billing,125,4.2,Filing new auto claim,resolved,"Claim filed, reference number provided",4.0,True
-7563,2024-05-27 14:40:54,13733164284,4,New Quote,5,general,264,7.7,Payment not processed,resolved,Escalated to claims adjuster,3.0,True
-7564,2024-05-27 14:45:22,13914307923,2,Billing & Payments,4,billing,175,5.9,Cancel policy,resolved,"Information provided, no action needed",5.0,True
-7565,2024-05-27 14:47:43,14563297369,1,Claims,7,claims,258,3.9,Ask about discounts,resolved,Policy updated per customer request,4.0,True
-7566,2024-05-27 14:48:03,16291918713,0,Speak to Agent,6,general,152,6.0,Claim status inquiry,follow_up_needed,Policy updated per customer request,4.0,False
-7567,2024-05-27 14:57:20,14922033774,3,Policy Changes,6,general,52,7.1,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-7568,2024-05-27 15:30:17,13828405393,0,Speak to Agent,6,general,132,9.5,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-7569,2024-05-27 15:39:11,19236980254,1,Claims,1,claims,149,7.7,Request proof of insurance,resolved,Escalated to claims adjuster,4.0,True
-7570,2024-05-27 15:45:09,18693895998,1,Claims,2,claims,141,10.2,Complaint about service,resolved,Customer disconnected before resolution,3.0,True
-7571,2024-05-27 16:11:31,12574481618,2,Billing & Payments,3,billing,91,4.9,Complaint about service,follow_up_needed,Policy updated per customer request,4.0,False
-7572,2024-05-27 16:19:08,16104728498,1,Claims,1,claims,78,7.8,Cancel policy,follow_up_needed,"Claim filed, reference number provided",4.0,False
-7573,2024-05-27 16:35:46,12958629202,3,Policy Changes,6,general,149,7.7,Request ID cards,follow_up_needed,Transferred to supervisor,1.0,False
-7574,2024-05-27 16:57:51,18438512578,1,Claims,1,claims,201,6.2,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-7575,2024-05-27 17:18:29,18486992142,4,New Quote,5,general,33,4.8,Filing new auto claim,transferred,Transferred to supervisor,3.0,False
-7576,2024-05-27 17:24:51,14606141689,4,New Quote,6,general,118,7.1,Change coverage level,follow_up_needed,"Information provided, no action needed",3.0,False
-7577,2024-05-27 17:28:26,15716863869,3,Policy Changes,5,general,44,4.6,Change coverage level,follow_up_needed,Payment processed successfully,2.0,False
-7578,2024-05-27 17:53:03,12272231848,3,Policy Changes,5,general,274,6.1,Complaint about service,resolved,Customer disconnected before resolution,4.0,True
-7579,2024-05-27 17:53:08,13941371937,3,Policy Changes,6,general,107,4.6,Ask about deductible,resolved,Callback scheduled for tomorrow,5.0,True
-7580,2024-05-27 17:55:06,13550456382,4,New Quote,5,general,213,5.1,Request proof of insurance,follow_up_needed,Escalated to claims adjuster,4.0,False
-7581,2024-05-27 17:58:38,19350773774,4,New Quote,6,general,36,7.9,Update payment method,transferred,Transferred to supervisor,4.0,False
-7582,2024-05-27 18:28:15,15513190541,1,Claims,7,claims,42,0.5,Request proof of insurance,resolved,Transferred to supervisor,2.0,True
-7583,2024-05-27 18:32:47,16201128208,2,Billing & Payments,3,billing,324,1.5,Update payment method,resolved,"Information provided, no action needed",3.0,True
-7584,2024-05-27 18:51:37,19062789529,3,Policy Changes,5,general,87,2.6,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-7585,2024-05-27 18:54:01,16687690992,4,New Quote,6,general,129,14.4,General coverage question,resolved,"Claim filed, reference number provided",4.0,True
-7586,2024-05-27 18:57:39,18023752161,0,Speak to Agent,6,general,99,8.8,Request ID cards,resolved,Policy updated per customer request,4.0,True
-7587,2024-05-28 07:05:20,19796313805,2,Billing & Payments,3,billing,257,3.4,Remove vehicle from policy,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-7588,2024-05-28 07:40:32,16080655009,2,Billing & Payments,3,billing,286,1.0,Dispute claim denial,resolved,Policy updated per customer request,5.0,True
-7589,2024-05-28 07:48:33,14183684471,4,New Quote,6,general,12,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-7590,2024-05-28 07:49:36,18008569108,1,Claims,1,claims,312,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-7591,2024-05-28 07:50:07,16874389956,1,Claims,2,claims,138,10.4,Complaint about service,follow_up_needed,Resolved on first call,3.0,False
-7592,2024-05-28 08:01:04,17927460101,1,Claims,1,claims,61,7.2,Cancel policy,resolved,Policy updated per customer request,4.0,True
-7593,2024-05-28 08:12:48,17921021214,0,Speak to Agent,6,general,39,6.0,Report accident,resolved,Transferred to supervisor,4.0,True
-7594,2024-05-28 08:16:24,15653619339,0,Speak to Agent,5,general,164,4.6,Cancel policy,resolved,Transferred to supervisor,4.0,True
-7595,2024-05-28 08:17:49,19994938241,2,Billing & Payments,4,billing,38,7.5,Filing new auto claim,resolved,Callback scheduled for tomorrow,4.0,True
-7596,2024-05-28 08:42:22,15549881121,0,Speak to Agent,6,general,165,2.5,Ask about deductible,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-7597,2024-05-28 08:46:40,14957328941,3,Policy Changes,6,general,25,5.2,Filing new auto claim,follow_up_needed,Escalated to claims adjuster,3.0,False
-7598,2024-05-28 08:52:19,12604758017,4,New Quote,5,general,292,4.1,Dispute claim denial,follow_up_needed,Customer disconnected before resolution,4.0,False
-7599,2024-05-28 09:00:15,16374183353,4,New Quote,6,general,390,9.0,Remove vehicle from policy,resolved,Customer disconnected before resolution,3.0,True
-7600,2024-05-28 09:05:34,18852651151,1,Claims,7,claims,175,8.2,Update payment method,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-7601,2024-05-28 09:06:56,17725461173,0,Speak to Agent,6,general,34,3.9,Report accident,resolved,Customer disconnected before resolution,4.0,True
-7602,2024-05-28 09:12:39,16686595820,2,Billing & Payments,3,billing,260,2.0,Change coverage level,resolved,Customer requested manager,3.0,True
-7603,2024-05-28 09:16:35,15256737515,0,Speak to Agent,5,general,280,0.5,Payment not processed,transferred,"Information provided, no action needed",1.0,False
-7604,2024-05-28 09:17:47,19941495684,3,Policy Changes,6,general,174,4.9,Remove vehicle from policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-7605,2024-05-28 09:18:34,12269612142,1,Claims,7,claims,269,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-7606,2024-05-28 09:25:58,13859186253,2,Billing & Payments,4,billing,222,9.1,Claim status inquiry,resolved,Customer disconnected before resolution,3.0,True
-7607,2024-05-28 09:33:34,14114185056,1,Claims,7,claims,109,10.0,Claim status inquiry,transferred,Customer requested manager,3.0,False
-7608,2024-05-28 09:34:24,13112075856,1,Claims,7,claims,121,4.6,General coverage question,resolved,Escalated to claims adjuster,4.0,True
-7609,2024-05-28 09:39:19,18240911972,2,Billing & Payments,8,billing,0,5.9,Change coverage level,follow_up_needed,"Claim filed, reference number provided",3.0,False
-7610,2024-05-28 09:49:41,18260673129,1,Claims,2,claims,167,8.2,Request proof of insurance,resolved,Callback scheduled for tomorrow,3.0,True
-7611,2024-05-28 09:52:42,13188684770,0,Speak to Agent,5,general,124,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-7612,2024-05-28 10:00:37,19703487381,1,Claims,1,claims,215,2.2,Dispute claim denial,transferred,Customer disconnected before resolution,2.0,False
-7613,2024-05-28 10:08:43,19572421905,2,Billing & Payments,4,billing,181,3.8,General coverage question,follow_up_needed,Customer requested manager,3.0,False
-7614,2024-05-28 10:09:55,14334121605,3,Policy Changes,5,general,0,6.2,Cancel policy,resolved,Policy updated per customer request,3.0,True
-7615,2024-05-28 10:17:03,18805460489,1,Claims,2,claims,236,3.5,Update address,transferred,Payment processed successfully,2.0,False
-7616,2024-05-28 10:25:31,14896445970,1,Claims,7,claims,100,9.8,Inquire about premium increase,resolved,Transferred to supervisor,5.0,True
-7617,2024-05-28 10:27:09,14347737336,2,Billing & Payments,3,billing,127,0.0,Change coverage level,abandoned,Customer abandoned,,False
-7618,2024-05-28 10:29:18,16078459246,0,Speak to Agent,6,general,198,8.8,Cancel policy,resolved,Payment processed successfully,5.0,True
-7619,2024-05-28 10:36:27,19585320909,0,Speak to Agent,6,general,111,9.5,Request proof of insurance,resolved,Customer requested manager,4.0,True
-7620,2024-05-28 10:40:41,19386791247,0,Speak to Agent,6,general,26,7.8,Request payment plan,resolved,Escalated to claims adjuster,3.0,True
-7621,2024-05-28 10:41:24,15278272811,3,Policy Changes,5,general,0,4.1,Claim status inquiry,resolved,Escalated to claims adjuster,4.0,True
-7622,2024-05-28 10:59:24,15414135652,2,Billing & Payments,4,billing,289,2.9,Request proof of insurance,resolved,Customer requested manager,4.0,True
-7623,2024-05-28 11:02:52,15830057134,1,Claims,2,claims,83,8.5,Ask about discounts,resolved,Callback scheduled for tomorrow,3.0,True
-7624,2024-05-28 11:05:30,12560286283,4,New Quote,6,general,20,10.0,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-7625,2024-05-28 11:09:41,12347232979,1,Claims,1,claims,191,7.2,Cancel policy,resolved,Policy updated per customer request,4.0,True
-7626,2024-05-28 11:18:42,19218571385,4,New Quote,6,general,262,6.5,Request payment plan,follow_up_needed,Escalated to claims adjuster,4.0,False
-7627,2024-05-28 11:20:07,15620506354,1,Claims,2,claims,189,8.2,Remove vehicle from policy,resolved,Resolved on first call,2.0,True
-7628,2024-05-28 11:28:27,15017533055,2,Billing & Payments,4,billing,145,2.7,Ask about discounts,follow_up_needed,Customer requested manager,3.0,False
-7629,2024-05-28 11:29:20,13284647164,0,Speak to Agent,5,general,107,4.0,Cancel policy,resolved,Callback scheduled for tomorrow,3.0,True
-7630,2024-05-28 11:30:12,19877517770,0,Speak to Agent,5,general,93,11.5,Remove vehicle from policy,follow_up_needed,Policy updated per customer request,4.0,False
-7631,2024-05-28 11:36:56,15495855131,2,Billing & Payments,4,billing,75,8.4,Update address,transferred,Policy updated per customer request,4.0,False
-7632,2024-05-28 11:42:38,14477571445,0,Speak to Agent,5,general,352,3.6,Dispute claim denial,transferred,Customer disconnected before resolution,2.0,False
-7633,2024-05-28 11:45:21,16240478971,0,Speak to Agent,5,general,3,3.1,Cancel policy,follow_up_needed,"Claim filed, reference number provided",4.0,False
-7634,2024-05-28 12:10:50,14464924009,4,New Quote,6,general,127,8.9,Change coverage level,transferred,Resolved on first call,1.0,False
-7635,2024-05-28 12:21:31,12365359451,0,Speak to Agent,5,general,37,7.3,Reinstate lapsed policy,transferred,Callback scheduled for tomorrow,4.0,False
-7636,2024-05-28 12:27:19,15744772814,3,Policy Changes,5,general,151,6.7,Complaint about service,resolved,Customer disconnected before resolution,4.0,True
-7637,2024-05-28 12:46:14,16403684681,3,Policy Changes,6,general,100,10.2,Cancel policy,resolved,Customer requested manager,4.0,True
-7638,2024-05-28 12:46:40,19141150467,0,Speak to Agent,6,general,114,6.6,Request ID cards,follow_up_needed,Customer requested manager,3.0,False
-7639,2024-05-28 12:51:11,14084006442,3,Policy Changes,5,general,121,4.3,Inquire about premium increase,resolved,Callback scheduled for tomorrow,2.0,True
-7640,2024-05-28 13:07:00,15257550646,0,Speak to Agent,5,general,132,6.9,Change coverage level,transferred,Escalated to claims adjuster,3.0,False
-7641,2024-05-28 13:10:24,16848202948,2,Billing & Payments,8,billing,114,6.3,Ask about deductible,resolved,Resolved on first call,2.0,True
-7642,2024-05-28 13:41:21,12066073345,1,Claims,2,claims,151,6.2,Request ID cards,follow_up_needed,Policy updated per customer request,2.0,False
-7643,2024-05-28 13:52:23,19162995792,2,Billing & Payments,4,billing,158,9.7,Change coverage level,resolved,Payment processed successfully,3.0,True
-7644,2024-05-28 13:58:14,16781223246,4,New Quote,6,general,35,5.8,Request proof of insurance,resolved,Customer disconnected before resolution,4.0,True
-7645,2024-05-28 14:04:33,12955610099,2,Billing & Payments,8,billing,105,7.1,Dispute claim denial,follow_up_needed,Customer requested manager,4.0,False
-7646,2024-05-28 14:35:23,13292797448,4,New Quote,6,general,113,8.4,Reinstate lapsed policy,resolved,"Information provided, no action needed",5.0,True
-7647,2024-05-28 14:41:05,15207069179,0,Speak to Agent,6,general,196,7.5,Reinstate lapsed policy,resolved,Escalated to claims adjuster,3.0,True
-7648,2024-05-28 14:45:09,13866818877,2,Billing & Payments,8,billing,107,5.3,Change coverage level,resolved,Policy updated per customer request,3.0,True
-7649,2024-05-28 14:45:42,17388884743,0,Speak to Agent,5,general,56,0.0,Change coverage level,abandoned,Customer abandoned,,False
-7650,2024-05-28 14:52:19,17720745528,0,Speak to Agent,6,general,257,4.8,Claim status inquiry,resolved,Payment processed successfully,3.0,True
-7651,2024-05-28 14:59:38,14494881642,2,Billing & Payments,8,billing,58,5.2,Cancel policy,resolved,Customer disconnected before resolution,4.0,True
-7652,2024-05-28 15:13:31,19870636647,4,New Quote,5,general,267,6.2,Request proof of insurance,resolved,Escalated to claims adjuster,4.0,True
-7653,2024-05-28 15:14:23,17584584899,4,New Quote,6,general,24,7.7,Reinstate lapsed policy,transferred,Resolved on first call,3.0,False
-7654,2024-05-28 15:17:27,12074555068,1,Claims,7,claims,74,3.9,Report accident,resolved,Resolved on first call,3.0,True
-7655,2024-05-28 15:44:17,14203014218,1,Claims,7,claims,11,3.5,Request proof of insurance,resolved,"Information provided, no action needed",4.0,True
-7656,2024-05-28 16:18:58,12233523208,0,Speak to Agent,5,general,220,6.2,Payment not processed,resolved,Callback scheduled for tomorrow,2.0,True
-7657,2024-05-28 16:32:22,12625121123,0,Speak to Agent,5,general,0,2.4,Request proof of insurance,resolved,Policy updated per customer request,4.0,True
-7658,2024-05-28 16:39:55,14018167988,1,Claims,2,claims,125,1.7,Payment not processed,follow_up_needed,Customer disconnected before resolution,5.0,False
-7659,2024-05-28 17:19:54,19381708488,2,Billing & Payments,8,billing,217,7.2,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,3.0,False
-7660,2024-05-28 17:44:17,14664110036,2,Billing & Payments,3,billing,200,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-7661,2024-05-28 18:04:37,17888006051,3,Policy Changes,6,general,40,10.5,General coverage question,follow_up_needed,Transferred to supervisor,4.0,False
-7662,2024-05-28 18:05:31,19536632262,4,New Quote,5,general,0,6.1,Complaint about service,resolved,Payment processed successfully,5.0,True
-7663,2024-05-28 18:47:45,14263365939,0,Speak to Agent,5,general,189,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-7664,2024-05-28 18:53:28,19446253928,1,Claims,7,claims,296,5.3,Payment not processed,resolved,Customer disconnected before resolution,3.0,True
-7665,2024-05-28 18:59:25,14091618790,2,Billing & Payments,8,billing,162,3.1,Remove vehicle from policy,resolved,Resolved on first call,4.0,True
-7666,2024-05-29 07:13:50,16997878426,2,Billing & Payments,3,billing,174,1.5,Update address,transferred,Policy updated per customer request,3.0,False
-7667,2024-05-29 07:31:57,13775618011,1,Claims,7,claims,296,1.9,General coverage question,resolved,Callback scheduled for tomorrow,5.0,True
-7668,2024-05-29 07:51:59,19264684804,4,New Quote,6,general,273,10.8,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-7669,2024-05-29 08:01:53,13558904766,0,Speak to Agent,6,general,154,9.0,Change coverage level,resolved,"Claim filed, reference number provided",4.0,True
-7670,2024-05-29 08:10:58,18427898649,1,Claims,2,claims,37,7.8,Dispute claim denial,resolved,Escalated to claims adjuster,5.0,True
-7671,2024-05-29 08:19:03,17439373176,1,Claims,2,claims,0,5.4,Update address,transferred,Callback scheduled for tomorrow,3.0,False
-7672,2024-05-29 08:36:59,12250468055,3,Policy Changes,6,general,20,5.2,Report accident,follow_up_needed,Customer disconnected before resolution,3.0,False
-7673,2024-05-29 09:17:34,18681915297,3,Policy Changes,5,general,141,7.5,Report accident,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-7674,2024-05-29 09:22:47,13178069690,1,Claims,1,claims,29,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-7675,2024-05-29 09:23:44,16842649404,0,Speak to Agent,6,general,54,8.5,Request proof of insurance,resolved,Escalated to claims adjuster,5.0,True
-7676,2024-05-29 09:24:30,16029134100,1,Claims,1,claims,21,7.2,Update address,resolved,Escalated to claims adjuster,5.0,True
-7677,2024-05-29 09:28:45,15656318202,3,Policy Changes,5,general,174,3.4,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-7678,2024-05-29 09:30:23,19270963131,2,Billing & Payments,3,billing,80,3.3,Add driver to policy,transferred,Transferred to supervisor,2.0,False
-7679,2024-05-29 09:32:55,14953805208,1,Claims,7,claims,106,4.0,Report accident,follow_up_needed,Policy updated per customer request,4.0,False
-7680,2024-05-29 09:53:27,13795348956,1,Claims,7,claims,284,3.1,Filing new auto claim,resolved,"Claim filed, reference number provided",4.0,True
-7681,2024-05-29 10:00:59,12682785988,3,Policy Changes,5,general,29,3.1,Report accident,resolved,Escalated to claims adjuster,5.0,True
-7682,2024-05-29 10:01:01,17969546159,4,New Quote,5,general,103,3.4,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-7683,2024-05-29 10:16:26,15720278092,0,Speak to Agent,6,general,56,0.0,Cancel policy,abandoned,Customer abandoned,,False
-7684,2024-05-29 10:30:16,15710946067,3,Policy Changes,5,general,0,8.3,Remove vehicle from policy,resolved,Customer disconnected before resolution,3.0,True
-7685,2024-05-29 10:39:17,18648862277,3,Policy Changes,6,general,0,11.3,Update payment method,resolved,Customer requested manager,4.0,True
-7686,2024-05-29 10:41:05,13884301111,3,Policy Changes,5,general,235,6.1,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-7687,2024-05-29 10:41:21,12363357019,4,New Quote,5,general,86,5.9,Complaint about service,resolved,Transferred to supervisor,3.0,True
-7688,2024-05-29 10:42:55,19208674456,0,Speak to Agent,5,general,92,6.0,Cancel policy,resolved,"Information provided, no action needed",2.0,True
-7689,2024-05-29 10:59:46,19295559229,4,New Quote,6,general,10,10.2,Ask about discounts,resolved,Transferred to supervisor,5.0,True
-7690,2024-05-29 11:02:28,16269260003,1,Claims,7,claims,70,7.9,General coverage question,resolved,Payment processed successfully,4.0,True
-7691,2024-05-29 11:22:39,15513821934,2,Billing & Payments,4,billing,89,4.3,Cancel policy,resolved,Payment processed successfully,4.0,True
-7692,2024-05-29 11:24:46,19698618243,2,Billing & Payments,8,billing,126,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-7693,2024-05-29 11:27:44,18939701769,0,Speak to Agent,5,general,206,6.0,Change coverage level,follow_up_needed,Resolved on first call,3.0,False
-7694,2024-05-29 11:37:28,18476239653,2,Billing & Payments,8,billing,246,5.3,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-7695,2024-05-29 12:25:37,16374512450,3,Policy Changes,6,general,116,10.6,Add driver to policy,resolved,"Information provided, no action needed",4.0,True
-7696,2024-05-29 12:51:32,18777882762,3,Policy Changes,6,general,178,5.0,Dispute claim denial,transferred,Resolved on first call,4.0,False
-7697,2024-05-29 13:02:55,19999131897,3,Policy Changes,5,general,155,5.6,Complaint about service,follow_up_needed,"Information provided, no action needed",3.0,False
-7698,2024-05-29 13:06:21,17936059711,2,Billing & Payments,4,billing,260,5.5,Remove vehicle from policy,resolved,Escalated to claims adjuster,4.0,True
-7699,2024-05-29 13:41:14,12931439138,1,Claims,2,claims,0,12.3,Claim status inquiry,follow_up_needed,Customer requested manager,5.0,False
-7700,2024-05-29 13:46:35,15931490496,0,Speak to Agent,6,general,67,7.1,Update address,resolved,"Information provided, no action needed",3.0,True
-7701,2024-05-29 13:56:44,12614281617,0,Speak to Agent,5,general,0,2.4,Request proof of insurance,resolved,Policy updated per customer request,3.0,True
-7702,2024-05-29 13:57:59,16803399610,3,Policy Changes,5,general,63,3.3,Filing new auto claim,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-7703,2024-05-29 14:11:19,13790555710,3,Policy Changes,6,general,131,11.0,Claim status inquiry,follow_up_needed,Customer disconnected before resolution,3.0,False
-7704,2024-05-29 14:25:54,12524056398,0,Speak to Agent,5,general,183,6.6,Filing new auto claim,follow_up_needed,Transferred to supervisor,3.0,False
-7705,2024-05-29 14:31:52,14230952665,0,Speak to Agent,5,general,175,3.4,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-7706,2024-05-29 14:39:40,17393915388,1,Claims,2,claims,46,11.8,Report accident,resolved,"Claim filed, reference number provided",5.0,True
-7707,2024-05-29 14:51:27,12953130624,1,Claims,7,claims,27,4.5,Change coverage level,transferred,Customer disconnected before resolution,2.0,False
-7708,2024-05-29 14:56:08,18982681568,2,Billing & Payments,8,billing,95,8.3,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-7709,2024-05-29 15:27:12,19758488763,0,Speak to Agent,6,general,193,7.5,Remove vehicle from policy,resolved,Resolved on first call,2.0,True
-7710,2024-05-29 15:42:53,17558244932,0,Speak to Agent,5,general,116,0.0,Request ID cards,abandoned,Customer abandoned,,False
-7711,2024-05-29 16:07:12,18513773703,3,Policy Changes,5,general,82,2.4,Update payment method,resolved,"Claim filed, reference number provided",2.0,True
-7712,2024-05-29 16:12:45,15354229559,2,Billing & Payments,8,billing,115,5.5,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-7713,2024-05-29 16:21:13,13439779900,2,Billing & Payments,8,billing,129,6.1,Add driver to policy,resolved,"Claim filed, reference number provided",5.0,True
-7714,2024-05-29 16:29:34,13811622294,1,Claims,1,claims,209,6.6,General coverage question,transferred,Payment processed successfully,4.0,False
-7715,2024-05-29 16:44:16,12146420241,3,Policy Changes,5,general,0,3.4,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",2.0,False
-7716,2024-05-29 16:52:29,13761748744,3,Policy Changes,6,general,222,12.1,Request proof of insurance,resolved,Policy updated per customer request,3.0,True
-7717,2024-05-29 16:52:47,15182891839,4,New Quote,6,general,0,9.4,Ask about deductible,follow_up_needed,"Information provided, no action needed",3.0,False
-7718,2024-05-29 17:20:57,13945137067,4,New Quote,5,general,152,2.0,Update address,resolved,Transferred to supervisor,3.0,True
-7719,2024-05-29 17:48:18,15784201862,0,Speak to Agent,6,general,205,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-7720,2024-05-29 17:54:39,12537659262,0,Speak to Agent,5,general,274,7.0,Reinstate lapsed policy,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-7721,2024-05-29 18:04:13,19655948237,3,Policy Changes,6,general,123,9.3,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-7722,2024-05-29 18:07:56,17816125929,1,Claims,2,claims,267,8.6,General coverage question,follow_up_needed,Policy updated per customer request,2.0,False
-7723,2024-05-29 18:21:56,17447447897,1,Claims,2,claims,27,7.1,Report accident,resolved,Customer requested manager,5.0,True
-7724,2024-05-29 18:27:39,12920342522,4,New Quote,5,general,224,4.1,Update address,follow_up_needed,Resolved on first call,3.0,False
-7725,2024-05-30 07:28:02,16847179262,4,New Quote,6,general,313,7.5,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-7726,2024-05-30 08:16:56,15904882445,4,New Quote,6,general,87,6.7,Request ID cards,follow_up_needed,Escalated to claims adjuster,3.0,False
-7727,2024-05-30 08:19:55,18335568166,1,Claims,7,claims,152,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-7728,2024-05-30 08:20:35,14130104768,4,New Quote,6,general,55,8.7,Complaint about service,follow_up_needed,"Claim filed, reference number provided",3.0,False
-7729,2024-05-30 08:25:05,15734492938,2,Billing & Payments,8,billing,291,1.0,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-7730,2024-05-30 08:25:27,12846734737,2,Billing & Payments,3,billing,151,4.2,Report accident,resolved,Callback scheduled for tomorrow,3.0,True
-7731,2024-05-30 08:52:09,12828933982,4,New Quote,5,general,7,7.7,Filing new auto claim,resolved,Customer requested manager,4.0,True
-7732,2024-05-30 09:14:29,19472593249,3,Policy Changes,6,general,237,5.2,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-7733,2024-05-30 09:23:56,14467170747,3,Policy Changes,6,general,127,0.0,Report accident,abandoned,Customer abandoned,,False
-7734,2024-05-30 09:41:44,19174335727,2,Billing & Payments,3,billing,155,4.9,Update address,resolved,Resolved on first call,4.0,True
-7735,2024-05-30 09:42:50,14372733271,1,Claims,1,claims,110,5.9,Report accident,resolved,"Claim filed, reference number provided",3.0,True
-7736,2024-05-30 09:46:28,13588291364,4,New Quote,6,general,157,4.8,General coverage question,resolved,"Claim filed, reference number provided",3.0,True
-7737,2024-05-30 09:52:26,16623033902,1,Claims,1,claims,129,2.9,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-7738,2024-05-30 09:53:15,13798573663,1,Claims,1,claims,160,7.6,Complaint about service,transferred,Customer requested manager,2.0,False
-7739,2024-05-30 09:56:36,19244115345,3,Policy Changes,5,general,276,4.1,Request ID cards,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-7740,2024-05-30 10:04:46,15307558682,3,Policy Changes,5,general,70,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-7741,2024-05-30 10:20:46,16382662648,0,Speak to Agent,6,general,0,5.8,Inquire about premium increase,resolved,Payment processed successfully,3.0,True
-7742,2024-05-30 10:33:34,16367820831,4,New Quote,5,general,116,2.2,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-7743,2024-05-30 10:36:30,19227370859,0,Speak to Agent,6,general,302,9.0,Request ID cards,follow_up_needed,Customer disconnected before resolution,5.0,False
-7744,2024-05-30 11:02:07,12056313677,2,Billing & Payments,3,billing,171,5.3,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,4.0,True
-7745,2024-05-30 11:06:39,12325832507,3,Policy Changes,6,general,180,5.8,Filing new auto claim,resolved,Callback scheduled for tomorrow,4.0,True
-7746,2024-05-30 11:11:33,18828924049,1,Claims,1,claims,147,5.3,Request ID cards,resolved,Resolved on first call,3.0,True
-7747,2024-05-30 11:25:26,16906950313,2,Billing & Payments,8,billing,89,8.4,General coverage question,resolved,Escalated to claims adjuster,4.0,True
-7748,2024-05-30 11:30:30,12457985356,0,Speak to Agent,5,general,217,6.3,Claim status inquiry,resolved,Policy updated per customer request,4.0,True
-7749,2024-05-30 11:37:58,19246979736,0,Speak to Agent,6,general,52,9.8,Change coverage level,resolved,Payment processed successfully,5.0,True
-7750,2024-05-30 12:12:33,14870052476,3,Policy Changes,6,general,78,5.7,Add driver to policy,follow_up_needed,Payment processed successfully,1.0,False
-7751,2024-05-30 12:12:52,17202504751,4,New Quote,5,general,71,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-7752,2024-05-30 12:14:47,14004870994,1,Claims,2,claims,61,8.4,Payment not processed,resolved,Callback scheduled for tomorrow,3.0,True
-7753,2024-05-30 12:16:49,17875829204,3,Policy Changes,5,general,34,0.5,Payment not processed,follow_up_needed,Resolved on first call,1.0,False
-7754,2024-05-30 12:59:00,17632472680,0,Speak to Agent,6,general,28,9.3,Update payment method,resolved,Escalated to claims adjuster,4.0,True
-7755,2024-05-30 13:21:35,18377540732,4,New Quote,5,general,0,3.2,Update payment method,follow_up_needed,Transferred to supervisor,2.0,False
-7756,2024-05-30 13:41:48,16410532567,3,Policy Changes,6,general,66,9.0,Claim status inquiry,resolved,Customer requested manager,2.0,True
-7757,2024-05-30 13:43:02,18889388266,1,Claims,7,claims,113,5.6,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-7758,2024-05-30 13:55:22,13661942368,3,Policy Changes,6,general,0,10.6,Payment not processed,transferred,Transferred to supervisor,3.0,False
-7759,2024-05-30 13:57:33,15205308085,4,New Quote,6,general,76,11.9,Remove vehicle from policy,resolved,Resolved on first call,3.0,True
-7760,2024-05-30 14:11:39,13007198411,3,Policy Changes,6,general,255,11.8,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-7761,2024-05-30 14:34:29,16232635895,0,Speak to Agent,5,general,39,4.0,Remove vehicle from policy,resolved,Resolved on first call,3.0,True
-7762,2024-05-30 14:47:34,12703762207,2,Billing & Payments,3,billing,88,5.4,Request proof of insurance,resolved,"Claim filed, reference number provided",3.0,True
-7763,2024-05-30 14:50:05,18978047314,0,Speak to Agent,5,general,349,0.6,Payment not processed,transferred,Callback scheduled for tomorrow,2.0,False
-7764,2024-05-30 14:53:48,12564966112,2,Billing & Payments,4,billing,110,3.0,General coverage question,resolved,Resolved on first call,3.0,True
-7765,2024-05-30 15:03:54,19750065502,3,Policy Changes,6,general,146,0.8,Request payment plan,transferred,Payment processed successfully,4.0,False
-7766,2024-05-30 15:21:13,14802799122,0,Speak to Agent,5,general,208,8.4,Inquire about premium increase,follow_up_needed,Customer disconnected before resolution,4.0,False
-7767,2024-05-30 15:21:33,18235370213,3,Policy Changes,6,general,178,11.1,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",1.0,False
-7768,2024-05-30 15:28:37,12567581451,3,Policy Changes,5,general,47,0.9,Request proof of insurance,resolved,Resolved on first call,4.0,True
-7769,2024-05-30 15:49:10,13595422983,2,Billing & Payments,3,billing,176,6.0,Update payment method,resolved,Payment processed successfully,4.0,True
-7770,2024-05-30 15:49:16,13642508625,4,New Quote,5,general,180,5.2,Ask about deductible,transferred,Payment processed successfully,4.0,False
-7771,2024-05-30 15:52:46,13359731557,4,New Quote,6,general,60,10.6,Ask about discounts,follow_up_needed,Customer disconnected before resolution,3.0,False
-7772,2024-05-30 16:08:41,14078816746,1,Claims,7,claims,169,0.5,Filing new auto claim,transferred,Customer disconnected before resolution,1.0,False
-7773,2024-05-30 16:10:46,14361355315,3,Policy Changes,6,general,73,10.3,Payment not processed,resolved,Customer requested manager,4.0,True
-7774,2024-05-30 16:16:31,12934020255,0,Speak to Agent,6,general,149,6.5,Add driver to policy,resolved,Transferred to supervisor,5.0,True
-7775,2024-05-30 16:18:28,14080505086,1,Claims,2,claims,45,3.6,Update address,follow_up_needed,"Information provided, no action needed",5.0,False
-7776,2024-05-30 16:32:33,14102207660,4,New Quote,6,general,0,6.7,Request proof of insurance,resolved,Payment processed successfully,3.0,True
-7777,2024-05-30 16:55:33,19776230278,1,Claims,7,claims,94,5.9,Inquire about premium increase,resolved,Callback scheduled for tomorrow,4.0,True
-7778,2024-05-30 17:28:12,14108209204,1,Claims,2,claims,195,9.0,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-7779,2024-05-30 17:49:26,17913672000,2,Billing & Payments,4,billing,303,6.0,Request proof of insurance,resolved,Resolved on first call,4.0,True
-7780,2024-05-30 18:10:37,17950234117,3,Policy Changes,5,general,38,7.4,Request ID cards,resolved,Resolved on first call,4.0,True
-7781,2024-05-30 18:35:24,17649013025,4,New Quote,6,general,340,5.8,Update payment method,follow_up_needed,Policy updated per customer request,3.0,False
-7782,2024-05-30 18:35:39,18574978358,2,Billing & Payments,4,billing,138,9.0,Request proof of insurance,resolved,"Claim filed, reference number provided",3.0,True
-7783,2024-05-31 07:07:36,13859202572,0,Speak to Agent,6,general,101,0.0,Request payment plan,abandoned,Customer abandoned,,False
-7784,2024-05-31 07:12:39,19191633719,3,Policy Changes,6,general,212,8.4,Add driver to policy,follow_up_needed,Policy updated per customer request,3.0,False
-7785,2024-05-31 07:23:43,15563491665,4,New Quote,6,general,64,5.9,General coverage question,resolved,"Claim filed, reference number provided",4.0,True
-7786,2024-05-31 07:26:14,19081178923,2,Billing & Payments,4,billing,69,7.8,Add driver to policy,resolved,"Information provided, no action needed",3.0,True
-7787,2024-05-31 07:28:10,15183856607,1,Claims,7,claims,94,4.7,Report accident,transferred,Policy updated per customer request,4.0,False
-7788,2024-05-31 07:33:17,12900172663,3,Policy Changes,5,general,120,5.6,Cancel policy,transferred,Escalated to claims adjuster,3.0,False
-7789,2024-05-31 07:41:36,15652378583,2,Billing & Payments,4,billing,189,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-7790,2024-05-31 08:21:16,13676372818,3,Policy Changes,5,general,174,7.3,Reinstate lapsed policy,transferred,Escalated to claims adjuster,4.0,False
-7791,2024-05-31 08:24:31,14832519126,2,Billing & Payments,8,billing,130,6.9,Filing new auto claim,transferred,"Information provided, no action needed",2.0,False
-7792,2024-05-31 08:35:43,12942463701,4,New Quote,6,general,64,10.5,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-7793,2024-05-31 08:46:56,15374655284,2,Billing & Payments,3,billing,178,3.5,Request payment plan,resolved,"Information provided, no action needed",2.0,True
-7794,2024-05-31 08:52:28,13874536173,1,Claims,7,claims,49,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-7795,2024-05-31 08:54:58,15597201207,3,Policy Changes,5,general,31,9.7,Inquire about premium increase,resolved,Callback scheduled for tomorrow,4.0,True
-7796,2024-05-31 08:55:23,17235802017,2,Billing & Payments,3,billing,37,4.0,Reinstate lapsed policy,resolved,Escalated to claims adjuster,5.0,True
-7797,2024-05-31 08:57:42,16785018413,1,Claims,2,claims,55,3.1,Dispute claim denial,resolved,Callback scheduled for tomorrow,5.0,True
-7798,2024-05-31 09:01:16,14518025829,0,Speak to Agent,6,general,83,9.7,General coverage question,transferred,"Information provided, no action needed",4.0,False
-7799,2024-05-31 09:10:52,13360799002,2,Billing & Payments,3,billing,58,6.1,Ask about discounts,transferred,"Information provided, no action needed",4.0,False
-7800,2024-05-31 09:33:11,19246538867,3,Policy Changes,5,general,120,0.5,Request proof of insurance,resolved,Payment processed successfully,3.0,True
-7801,2024-05-31 09:52:06,13385779067,0,Speak to Agent,5,general,195,4.8,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-7802,2024-05-31 09:54:04,15875584465,0,Speak to Agent,5,general,154,3.9,Complaint about service,resolved,"Information provided, no action needed",5.0,True
-7803,2024-05-31 10:29:38,16579371861,4,New Quote,5,general,205,6.1,Update address,transferred,Callback scheduled for tomorrow,3.0,False
-7804,2024-05-31 10:31:37,13477617258,1,Claims,7,claims,75,4.7,Request payment plan,resolved,Customer requested manager,3.0,True
-7805,2024-05-31 10:36:23,17025657917,3,Policy Changes,5,general,0,3.0,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-7806,2024-05-31 11:03:20,12347288705,0,Speak to Agent,5,general,25,9.5,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-7807,2024-05-31 11:22:17,17598370949,4,New Quote,5,general,298,2.6,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-7808,2024-05-31 12:54:25,19708921332,4,New Quote,6,general,141,10.0,General coverage question,resolved,"Information provided, no action needed",5.0,True
-7809,2024-05-31 13:42:23,14772317430,2,Billing & Payments,8,billing,22,5.7,Request payment plan,resolved,Policy updated per customer request,3.0,True
-7810,2024-05-31 14:05:56,14531750430,4,New Quote,5,general,297,3.8,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-7811,2024-05-31 14:08:38,13474480016,2,Billing & Payments,4,billing,53,6.0,General coverage question,resolved,Customer disconnected before resolution,5.0,True
-7812,2024-05-31 14:25:48,14572092268,4,New Quote,6,general,170,7.8,Filing new auto claim,resolved,"Information provided, no action needed",2.0,True
-7813,2024-05-31 14:31:18,19532049786,1,Claims,1,claims,104,9.0,General coverage question,follow_up_needed,Customer disconnected before resolution,4.0,False
-7814,2024-05-31 14:39:05,16911470569,0,Speak to Agent,5,general,33,0.0,Update payment method,abandoned,Customer abandoned,,False
-7815,2024-05-31 14:41:05,19649969988,4,New Quote,5,general,34,8.8,Report accident,transferred,Customer disconnected before resolution,4.0,False
-7816,2024-05-31 14:43:17,16243218605,1,Claims,7,claims,67,3.7,Request ID cards,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-7817,2024-05-31 14:56:39,17720177017,2,Billing & Payments,3,billing,0,5.0,Request ID cards,resolved,Callback scheduled for tomorrow,2.0,True
-7818,2024-05-31 15:10:16,18288433081,3,Policy Changes,6,general,132,11.8,Dispute claim denial,resolved,"Claim filed, reference number provided",2.0,True
-7819,2024-05-31 15:10:28,13449679822,3,Policy Changes,5,general,254,2.1,Request payment plan,transferred,Policy updated per customer request,3.0,False
-7820,2024-05-31 15:24:52,14987869536,3,Policy Changes,5,general,306,7.5,General coverage question,resolved,Callback scheduled for tomorrow,5.0,True
-7821,2024-05-31 15:25:32,13475525979,2,Billing & Payments,4,billing,80,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-7822,2024-05-31 15:45:47,18572244110,0,Speak to Agent,6,general,0,8.4,Payment not processed,resolved,Policy updated per customer request,4.0,True
-7823,2024-05-31 15:50:20,14356448599,3,Policy Changes,5,general,0,4.0,Update payment method,follow_up_needed,Escalated to claims adjuster,4.0,False
-7824,2024-05-31 15:55:10,17567346490,0,Speak to Agent,5,general,174,5.7,Update address,resolved,Customer requested manager,4.0,True
-7825,2024-05-31 16:08:34,19605176640,1,Claims,1,claims,80,0.5,Report accident,follow_up_needed,Policy updated per customer request,3.0,False
-7826,2024-05-31 16:20:36,14558785259,2,Billing & Payments,4,billing,0,8.9,Dispute claim denial,resolved,Policy updated per customer request,5.0,True
-7827,2024-05-31 16:30:27,16217659800,3,Policy Changes,5,general,127,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-7828,2024-05-31 16:43:15,15567318814,1,Claims,2,claims,188,10.9,Report accident,resolved,Transferred to supervisor,3.0,True
-7829,2024-05-31 16:46:42,18025460633,1,Claims,1,claims,156,6.1,Ask about deductible,resolved,Policy updated per customer request,5.0,True
-7830,2024-05-31 16:51:24,15996394836,4,New Quote,5,general,226,6.5,Update address,resolved,Transferred to supervisor,3.0,True
-7831,2024-05-31 16:51:34,15308310814,4,New Quote,6,general,151,0.0,General coverage question,abandoned,Customer abandoned,,False
-7832,2024-05-31 16:53:50,19295033419,3,Policy Changes,6,general,9,7.2,Payment not processed,resolved,Callback scheduled for tomorrow,4.0,True
-7833,2024-05-31 17:01:17,18464339070,4,New Quote,5,general,55,3.1,Ask about discounts,resolved,Customer requested manager,3.0,True
-7834,2024-05-31 17:22:06,13178107779,4,New Quote,6,general,248,6.4,Payment not processed,resolved,Customer disconnected before resolution,3.0,True
-7835,2024-05-31 17:39:17,18810162226,2,Billing & Payments,8,billing,78,6.3,Payment not processed,follow_up_needed,Resolved on first call,2.0,False
-7836,2024-05-31 18:28:36,19794918936,2,Billing & Payments,4,billing,0,5.9,Add driver to policy,resolved,Customer disconnected before resolution,4.0,True
-7837,2024-05-31 18:31:17,14641828030,0,Speak to Agent,5,general,0,7.4,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-7838,2024-05-31 18:35:08,15007403861,2,Billing & Payments,8,billing,47,7.3,Complaint about service,resolved,Resolved on first call,4.0,True
-7839,2024-05-31 18:36:11,14123028572,2,Billing & Payments,3,billing,63,1.9,Add driver to policy,follow_up_needed,Customer disconnected before resolution,4.0,False
-7840,2024-05-31 18:51:02,18497125617,4,New Quote,5,general,155,4.3,Change coverage level,resolved,Transferred to supervisor,4.0,True
-7841,2024-06-01 09:14:43,15614383721,2,Billing & Payments,4,billing,22,6.1,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-7842,2024-06-01 09:14:56,12250250355,4,New Quote,6,general,3,10.5,Payment not processed,resolved,Transferred to supervisor,3.0,True
-7843,2024-06-01 09:40:48,14532257247,2,Billing & Payments,4,billing,8,3.2,Inquire about premium increase,follow_up_needed,Customer disconnected before resolution,5.0,False
-7844,2024-06-01 09:48:58,15053291257,1,Claims,2,claims,316,8.2,Change coverage level,resolved,Escalated to claims adjuster,3.0,True
-7845,2024-06-01 09:59:48,18813921163,4,New Quote,6,general,173,4.7,Payment not processed,resolved,"Information provided, no action needed",5.0,True
-7846,2024-06-01 10:00:08,13817948245,1,Claims,7,claims,0,11.3,Update address,resolved,Escalated to claims adjuster,4.0,True
-7847,2024-06-01 10:08:13,14923097507,1,Claims,2,claims,53,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-7848,2024-06-01 10:13:08,15723106252,2,Billing & Payments,4,billing,211,3.4,Claim status inquiry,resolved,Customer disconnected before resolution,5.0,True
-7849,2024-06-01 10:23:37,17876611870,0,Speak to Agent,6,general,71,8.5,Add driver to policy,follow_up_needed,Policy updated per customer request,3.0,False
-7850,2024-06-01 10:40:51,17299649100,0,Speak to Agent,5,general,24,5.2,General coverage question,transferred,Policy updated per customer request,3.0,False
-7851,2024-06-01 10:53:42,13232440152,0,Speak to Agent,5,general,134,3.7,Report accident,resolved,Customer requested manager,2.0,True
-7852,2024-06-01 10:59:01,16900631505,3,Policy Changes,6,general,38,12.9,Ask about discounts,follow_up_needed,Escalated to claims adjuster,2.0,False
-7853,2024-06-01 11:07:11,15979671688,3,Policy Changes,6,general,151,6.7,Request proof of insurance,resolved,Policy updated per customer request,4.0,True
-7854,2024-06-01 11:27:31,13325423733,3,Policy Changes,5,general,28,4.2,Cancel policy,resolved,Escalated to claims adjuster,3.0,True
-7855,2024-06-01 11:44:38,13923569805,1,Claims,1,claims,159,4.7,Add driver to policy,resolved,Payment processed successfully,4.0,True
-7856,2024-06-01 12:04:09,17507673515,3,Policy Changes,6,general,101,4.3,Payment not processed,resolved,Policy updated per customer request,3.0,True
-7857,2024-06-01 12:07:54,12944148156,1,Claims,2,claims,178,8.6,Claim status inquiry,follow_up_needed,Payment processed successfully,2.0,False
-7858,2024-06-01 12:09:21,12899929382,2,Billing & Payments,3,billing,0,1.8,Update address,follow_up_needed,"Information provided, no action needed",2.0,False
-7859,2024-06-01 12:10:28,18835690664,2,Billing & Payments,8,billing,341,5.8,Request ID cards,follow_up_needed,"Claim filed, reference number provided",3.0,False
-7860,2024-06-01 12:23:21,14231078190,1,Claims,2,claims,123,4.5,Request proof of insurance,resolved,Escalated to claims adjuster,3.0,True
-7861,2024-06-01 12:28:03,17614067644,0,Speak to Agent,5,general,14,2.3,Add driver to policy,follow_up_needed,Policy updated per customer request,2.0,False
-7862,2024-06-01 12:34:06,18192824446,2,Billing & Payments,3,billing,147,0.5,Complaint about service,resolved,"Information provided, no action needed",4.0,True
-7863,2024-06-01 12:35:45,17103618969,4,New Quote,6,general,142,6.4,Ask about deductible,resolved,Payment processed successfully,4.0,True
-7864,2024-06-01 12:51:26,13083094068,2,Billing & Payments,3,billing,162,3.7,Claim status inquiry,transferred,"Information provided, no action needed",4.0,False
-7865,2024-06-01 12:55:06,16642480951,4,New Quote,6,general,108,11.4,Filing new auto claim,resolved,"Information provided, no action needed",3.0,True
-7866,2024-06-03 07:10:35,15689708650,4,New Quote,6,general,184,11.7,Update address,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-7867,2024-06-03 07:25:11,18104494282,2,Billing & Payments,4,billing,102,2.8,Payment not processed,resolved,Callback scheduled for tomorrow,4.0,True
-7868,2024-06-03 07:47:03,19919716245,0,Speak to Agent,5,general,150,4.4,Ask about deductible,resolved,Resolved on first call,2.0,True
-7869,2024-06-03 07:59:31,12585993284,2,Billing & Payments,3,billing,61,6.1,Update payment method,resolved,Policy updated per customer request,4.0,True
-7870,2024-06-03 08:02:18,17900032815,1,Claims,1,claims,148,2.3,Change coverage level,resolved,Customer requested manager,4.0,True
-7871,2024-06-03 08:08:46,15689779003,3,Policy Changes,5,general,57,8.0,Complaint about service,resolved,Payment processed successfully,4.0,True
-7872,2024-06-03 08:21:54,16170703699,3,Policy Changes,6,general,116,0.0,Update payment method,abandoned,Customer abandoned,,False
-7873,2024-06-03 08:27:46,15984893489,3,Policy Changes,5,general,197,8.3,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-7874,2024-06-03 08:54:44,12419628418,1,Claims,2,claims,0,10.0,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,2.0,False
-7875,2024-06-03 09:10:42,18548332422,1,Claims,2,claims,53,10.0,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-7876,2024-06-03 09:11:43,13911270982,4,New Quote,5,general,81,8.4,Request ID cards,follow_up_needed,Customer requested manager,4.0,False
-7877,2024-06-03 09:17:28,18218665067,2,Billing & Payments,8,billing,152,0.8,Cancel policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-7878,2024-06-03 09:21:59,19061448177,3,Policy Changes,5,general,197,8.4,Add driver to policy,resolved,"Information provided, no action needed",4.0,True
-7879,2024-06-03 09:22:07,13797553460,2,Billing & Payments,3,billing,213,5.0,Update payment method,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-7880,2024-06-03 09:24:44,19819243299,2,Billing & Payments,3,billing,151,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-7881,2024-06-03 09:27:40,14584734117,0,Speak to Agent,6,general,132,8.8,Filing new auto claim,resolved,Customer requested manager,5.0,True
-7882,2024-06-03 09:32:08,19782532296,2,Billing & Payments,4,billing,126,8.6,Update payment method,resolved,Escalated to claims adjuster,4.0,True
-7883,2024-06-03 09:36:17,19707686827,2,Billing & Payments,8,billing,214,9.8,Add driver to policy,resolved,Payment processed successfully,4.0,True
-7884,2024-06-03 09:38:20,16142102682,2,Billing & Payments,3,billing,0,5.6,Remove vehicle from policy,resolved,"Claim filed, reference number provided",3.0,True
-7885,2024-06-03 09:41:43,19867965166,1,Claims,1,claims,0,1.1,Request payment plan,resolved,Policy updated per customer request,2.0,True
-7886,2024-06-03 09:42:59,15810799223,3,Policy Changes,5,general,45,5.7,Dispute claim denial,resolved,Escalated to claims adjuster,2.0,True
-7887,2024-06-03 09:47:54,19931427689,3,Policy Changes,6,general,217,7.9,Complaint about service,resolved,Customer disconnected before resolution,5.0,True
-7888,2024-06-03 09:58:00,18638702980,1,Claims,7,claims,226,5.7,Ask about discounts,follow_up_needed,Resolved on first call,3.0,False
-7889,2024-06-03 10:14:51,15083216233,2,Billing & Payments,8,billing,182,6.2,Update address,follow_up_needed,"Information provided, no action needed",3.0,False
-7890,2024-06-03 10:31:45,12871968219,4,New Quote,5,general,268,6.9,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-7891,2024-06-03 10:35:25,18489668030,0,Speak to Agent,5,general,241,4.2,Payment not processed,follow_up_needed,Transferred to supervisor,4.0,False
-7892,2024-06-03 10:38:55,18637244138,4,New Quote,5,general,46,4.4,Remove vehicle from policy,resolved,"Information provided, no action needed",4.0,True
-7893,2024-06-03 10:41:49,14472735770,4,New Quote,5,general,158,6.2,Complaint about service,follow_up_needed,Payment processed successfully,4.0,False
-7894,2024-06-03 10:41:59,16025940796,3,Policy Changes,5,general,193,3.2,Request ID cards,follow_up_needed,Resolved on first call,3.0,False
-7895,2024-06-03 10:48:29,13918295660,3,Policy Changes,5,general,232,7.8,Request payment plan,follow_up_needed,"Claim filed, reference number provided",5.0,False
-7896,2024-06-03 10:51:20,18465556980,3,Policy Changes,6,general,162,5.9,Complaint about service,transferred,"Claim filed, reference number provided",2.0,False
-7897,2024-06-03 11:04:27,16803542425,3,Policy Changes,6,general,179,13.1,Inquire about premium increase,transferred,Payment processed successfully,2.0,False
-7898,2024-06-03 11:11:59,15490668462,0,Speak to Agent,5,general,62,2.4,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-7899,2024-06-03 11:26:59,14699075500,1,Claims,7,claims,168,6.5,Change coverage level,resolved,Callback scheduled for tomorrow,3.0,True
-7900,2024-06-03 11:27:12,14411152086,1,Claims,2,claims,0,9.2,Ask about discounts,follow_up_needed,Customer requested manager,2.0,False
-7901,2024-06-03 11:28:07,14938515305,3,Policy Changes,6,general,0,10.0,Reinstate lapsed policy,resolved,Resolved on first call,4.0,True
-7902,2024-06-03 11:31:44,12450319513,4,New Quote,5,general,44,1.3,Payment not processed,resolved,Resolved on first call,4.0,True
-7903,2024-06-03 11:51:25,13902782648,0,Speak to Agent,5,general,164,6.4,Change coverage level,resolved,Callback scheduled for tomorrow,3.0,True
-7904,2024-06-03 12:18:47,16456858160,0,Speak to Agent,5,general,126,0.5,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-7905,2024-06-03 12:23:02,12353670350,2,Billing & Payments,3,billing,147,6.9,Filing new auto claim,follow_up_needed,Resolved on first call,2.0,False
-7906,2024-06-03 12:56:47,19525683209,3,Policy Changes,5,general,104,0.0,General coverage question,abandoned,Customer abandoned,,False
-7907,2024-06-03 13:04:42,14784720941,1,Claims,2,claims,8,4.8,Cancel policy,follow_up_needed,Resolved on first call,4.0,False
-7908,2024-06-03 13:07:11,18104495370,2,Billing & Payments,4,billing,405,9.5,Add driver to policy,resolved,Customer requested manager,2.0,True
-7909,2024-06-03 13:34:18,13686520030,4,New Quote,5,general,21,5.4,Change coverage level,resolved,Payment processed successfully,5.0,True
-7910,2024-06-03 13:46:36,18525526062,0,Speak to Agent,6,general,174,6.9,General coverage question,follow_up_needed,Payment processed successfully,2.0,False
-7911,2024-06-03 13:55:32,12798790192,0,Speak to Agent,5,general,259,6.0,Report accident,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-7912,2024-06-03 13:57:27,15978947480,4,New Quote,6,general,237,7.3,Request ID cards,follow_up_needed,Escalated to claims adjuster,4.0,False
-7913,2024-06-03 14:05:58,17238856917,4,New Quote,5,general,23,5.3,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-7914,2024-06-03 14:06:27,13500728950,3,Policy Changes,5,general,69,2.8,Claim status inquiry,follow_up_needed,Escalated to claims adjuster,2.0,False
-7915,2024-06-03 14:09:19,18296641252,0,Speak to Agent,5,general,143,4.6,Report accident,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-7916,2024-06-03 14:13:02,17354940973,4,New Quote,6,general,187,0.0,Report accident,abandoned,Customer abandoned,,False
-7917,2024-06-03 14:15:54,14662252919,3,Policy Changes,6,general,135,9.9,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-7918,2024-06-03 14:16:40,15963088158,2,Billing & Payments,8,billing,233,0.5,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-7919,2024-06-03 14:32:35,12036827103,4,New Quote,5,general,148,0.0,Payment not processed,abandoned,Customer abandoned,,False
-7920,2024-06-03 14:38:04,14253325056,0,Speak to Agent,6,general,20,6.3,Remove vehicle from policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-7921,2024-06-03 14:38:10,16778304187,2,Billing & Payments,8,billing,186,6.8,Add driver to policy,resolved,Resolved on first call,4.0,True
-7922,2024-06-03 14:38:30,14971829702,1,Claims,7,claims,126,7.8,Complaint about service,resolved,Payment processed successfully,4.0,True
-7923,2024-06-03 14:43:42,14162637332,0,Speak to Agent,5,general,235,0.5,Report accident,follow_up_needed,"Claim filed, reference number provided",4.0,False
-7924,2024-06-03 14:49:11,16771231182,3,Policy Changes,5,general,105,2.8,Request proof of insurance,resolved,"Information provided, no action needed",5.0,True
-7925,2024-06-03 15:00:16,15239225105,2,Billing & Payments,4,billing,83,7.9,Claim status inquiry,follow_up_needed,Policy updated per customer request,5.0,False
-7926,2024-06-03 15:04:46,16580715102,1,Claims,1,claims,88,9.5,Ask about deductible,resolved,Resolved on first call,3.0,True
-7927,2024-06-03 15:11:21,17080263158,0,Speak to Agent,6,general,203,7.5,Cancel policy,resolved,Escalated to claims adjuster,5.0,True
-7928,2024-06-03 15:13:53,14159887427,3,Policy Changes,5,general,154,3.5,Remove vehicle from policy,transferred,Escalated to claims adjuster,4.0,False
-7929,2024-06-03 15:14:00,13360133490,0,Speak to Agent,5,general,103,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-7930,2024-06-03 15:19:16,13126426237,4,New Quote,6,general,188,9.7,Request payment plan,resolved,Transferred to supervisor,4.0,True
-7931,2024-06-03 15:31:20,18332653132,0,Speak to Agent,6,general,73,7.1,Payment not processed,follow_up_needed,"Claim filed, reference number provided",3.0,False
-7932,2024-06-03 15:32:55,19672590855,2,Billing & Payments,4,billing,82,5.5,Complaint about service,resolved,Customer requested manager,3.0,True
-7933,2024-06-03 15:37:00,15692345014,3,Policy Changes,6,general,64,7.3,Update address,follow_up_needed,Customer requested manager,3.0,False
-7934,2024-06-03 15:47:48,18576144220,1,Claims,2,claims,58,12.4,Request proof of insurance,resolved,"Claim filed, reference number provided",2.0,True
-7935,2024-06-03 15:47:57,19910490233,2,Billing & Payments,3,billing,117,7.3,Complaint about service,resolved,Resolved on first call,5.0,True
-7936,2024-06-03 15:50:06,17427226588,2,Billing & Payments,8,billing,17,4.6,Request ID cards,follow_up_needed,Transferred to supervisor,2.0,False
-7937,2024-06-03 15:52:52,19826402498,3,Policy Changes,6,general,44,7.9,Change coverage level,resolved,Transferred to supervisor,2.0,True
-7938,2024-06-03 15:55:29,13843933304,4,New Quote,6,general,68,10.7,Claim status inquiry,transferred,Payment processed successfully,3.0,False
-7939,2024-06-03 16:03:40,15002090154,1,Claims,2,claims,82,13.1,General coverage question,follow_up_needed,Customer requested manager,3.0,False
-7940,2024-06-03 16:14:51,14457587583,3,Policy Changes,6,general,91,7.9,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-7941,2024-06-03 16:23:00,14570094171,2,Billing & Payments,4,billing,303,3.5,Dispute claim denial,resolved,Policy updated per customer request,3.0,True
-7942,2024-06-03 16:25:32,13405801055,0,Speak to Agent,6,general,0,7.1,Complaint about service,transferred,"Claim filed, reference number provided",3.0,False
-7943,2024-06-03 16:25:43,18133283312,0,Speak to Agent,5,general,98,1.9,General coverage question,transferred,Customer disconnected before resolution,2.0,False
-7944,2024-06-03 16:37:33,14544226844,1,Claims,7,claims,0,5.7,Inquire about premium increase,resolved,Customer disconnected before resolution,3.0,True
-7945,2024-06-03 16:55:27,16090966213,0,Speak to Agent,6,general,142,8.2,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-7946,2024-06-03 16:58:42,19969018060,2,Billing & Payments,4,billing,148,7.1,Update address,resolved,"Information provided, no action needed",4.0,True
-7947,2024-06-03 17:08:55,13563650481,4,New Quote,5,general,45,5.1,Ask about deductible,resolved,Customer requested manager,5.0,True
-7948,2024-06-03 17:22:05,17010845409,2,Billing & Payments,8,billing,139,3.9,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-7949,2024-06-03 17:30:17,18746148848,0,Speak to Agent,5,general,111,4.8,Update address,follow_up_needed,Customer requested manager,4.0,False
-7950,2024-06-03 17:30:24,18446132585,3,Policy Changes,6,general,203,11.6,Change coverage level,transferred,Customer requested manager,5.0,False
-7951,2024-06-03 17:33:14,19036438733,2,Billing & Payments,3,billing,97,5.6,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-7952,2024-06-03 17:33:49,14296936825,3,Policy Changes,6,general,111,6.8,Filing new auto claim,transferred,Transferred to supervisor,5.0,False
-7953,2024-06-03 17:33:58,14264808286,0,Speak to Agent,5,general,132,1.0,Change coverage level,resolved,Resolved on first call,5.0,True
-7954,2024-06-03 17:40:16,15033341887,1,Claims,7,claims,88,7.1,Add driver to policy,resolved,Callback scheduled for tomorrow,3.0,True
-7955,2024-06-03 17:53:21,14432483678,2,Billing & Payments,3,billing,123,7.7,Claim status inquiry,resolved,Escalated to claims adjuster,2.0,True
-7956,2024-06-03 17:59:17,17350382283,1,Claims,1,claims,145,6.5,Ask about discounts,transferred,Escalated to claims adjuster,2.0,False
-7957,2024-06-03 18:05:38,12009339216,2,Billing & Payments,3,billing,204,0.5,Complaint about service,resolved,Customer disconnected before resolution,3.0,True
-7958,2024-06-03 18:05:54,17051002315,2,Billing & Payments,8,billing,178,1.3,Ask about discounts,follow_up_needed,Customer disconnected before resolution,2.0,False
-7959,2024-06-03 18:15:49,17673658133,1,Claims,7,claims,202,5.6,Add driver to policy,follow_up_needed,Policy updated per customer request,2.0,False
-7960,2024-06-03 18:52:41,12507316977,3,Policy Changes,6,general,142,7.4,Complaint about service,resolved,Transferred to supervisor,4.0,True
-7961,2024-06-04 07:15:08,16499457166,2,Billing & Payments,4,billing,148,6.1,Add driver to policy,resolved,Payment processed successfully,3.0,True
-7962,2024-06-04 07:25:08,19060888789,1,Claims,2,claims,71,8.4,Ask about discounts,resolved,Payment processed successfully,5.0,True
-7963,2024-06-04 07:26:20,16471136187,3,Policy Changes,6,general,173,9.6,Add driver to policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-7964,2024-06-04 07:28:46,13359807135,0,Speak to Agent,6,general,245,7.8,Update address,resolved,"Information provided, no action needed",4.0,True
-7965,2024-06-04 07:44:29,12909940023,0,Speak to Agent,5,general,91,1.6,Change coverage level,resolved,"Claim filed, reference number provided",4.0,True
-7966,2024-06-04 08:00:05,15670601606,2,Billing & Payments,4,billing,100,9.9,Complaint about service,resolved,Payment processed successfully,5.0,True
-7967,2024-06-04 08:07:33,15384991469,3,Policy Changes,6,general,178,8.3,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-7968,2024-06-04 08:25:07,14894592622,3,Policy Changes,5,general,162,2.7,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,5.0,True
-7969,2024-06-04 08:32:22,14639709133,0,Speak to Agent,6,general,187,8.9,Update payment method,transferred,"Information provided, no action needed",2.0,False
-7970,2024-06-04 08:36:39,18876554881,1,Claims,1,claims,313,7.3,Request ID cards,resolved,Resolved on first call,4.0,True
-7971,2024-06-04 09:00:24,13107150913,3,Policy Changes,6,general,91,11.0,Update payment method,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-7972,2024-06-04 09:02:56,14816324239,4,New Quote,5,general,117,7.8,Update payment method,follow_up_needed,"Information provided, no action needed",3.0,False
-7973,2024-06-04 09:04:23,12482885741,0,Speak to Agent,5,general,118,9.4,Change coverage level,follow_up_needed,"Claim filed, reference number provided",2.0,False
-7974,2024-06-04 09:10:37,19388431194,3,Policy Changes,6,general,0,8.9,Ask about deductible,follow_up_needed,Escalated to claims adjuster,3.0,False
-7975,2024-06-04 09:28:53,12885595770,2,Billing & Payments,3,billing,163,11.5,Inquire about premium increase,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-7976,2024-06-04 09:29:33,17082967173,3,Policy Changes,6,general,188,6.0,Update address,follow_up_needed,Customer requested manager,3.0,False
-7977,2024-06-04 09:36:06,18246373367,4,New Quote,5,general,203,3.2,Ask about discounts,resolved,Callback scheduled for tomorrow,3.0,True
-7978,2024-06-04 09:37:36,15512808135,3,Policy Changes,5,general,139,0.5,Ask about deductible,follow_up_needed,Escalated to claims adjuster,3.0,False
-7979,2024-06-04 09:56:46,19162369295,2,Billing & Payments,3,billing,0,7.1,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-7980,2024-06-04 10:13:37,19633604862,4,New Quote,5,general,256,6.2,Dispute claim denial,follow_up_needed,Escalated to claims adjuster,2.0,False
-7981,2024-06-04 10:14:31,19453549019,3,Policy Changes,6,general,101,10.7,Request payment plan,resolved,Payment processed successfully,2.0,True
-7982,2024-06-04 10:21:53,18849599316,3,Policy Changes,6,general,0,4.4,Claim status inquiry,resolved,Payment processed successfully,4.0,True
-7983,2024-06-04 10:23:31,18711148153,2,Billing & Payments,8,billing,26,1.5,General coverage question,transferred,"Information provided, no action needed",2.0,False
-7984,2024-06-04 10:26:40,14881883603,2,Billing & Payments,8,billing,76,4.1,Cancel policy,follow_up_needed,Customer requested manager,3.0,False
-7985,2024-06-04 10:27:40,12827703602,3,Policy Changes,5,general,0,6.9,Change coverage level,resolved,Customer requested manager,4.0,True
-7986,2024-06-04 10:33:23,18709352748,0,Speak to Agent,5,general,159,4.6,Cancel policy,resolved,Transferred to supervisor,4.0,True
-7987,2024-06-04 10:45:57,18503982784,0,Speak to Agent,6,general,111,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-7988,2024-06-04 10:53:31,18786748317,2,Billing & Payments,8,billing,153,3.1,General coverage question,resolved,Payment processed successfully,5.0,True
-7989,2024-06-04 11:21:48,16779218784,2,Billing & Payments,8,billing,206,9.1,Change coverage level,resolved,Transferred to supervisor,4.0,True
-7990,2024-06-04 11:22:22,18862019886,2,Billing & Payments,8,billing,64,4.3,Cancel policy,resolved,Payment processed successfully,5.0,True
-7991,2024-06-04 11:39:54,17442453372,0,Speak to Agent,5,general,2,6.2,Cancel policy,resolved,Policy updated per customer request,3.0,True
-7992,2024-06-04 12:25:17,16003256547,0,Speak to Agent,5,general,209,5.3,Report accident,resolved,Customer requested manager,4.0,True
-7993,2024-06-04 12:36:28,17361188194,3,Policy Changes,5,general,79,7.0,Add driver to policy,transferred,Transferred to supervisor,2.0,False
-7994,2024-06-04 12:41:25,13110480418,1,Claims,7,claims,151,0.0,Cancel policy,abandoned,Customer abandoned,,False
-7995,2024-06-04 12:47:25,17712435212,2,Billing & Payments,8,billing,0,8.4,Report accident,resolved,Transferred to supervisor,4.0,True
-7996,2024-06-04 12:55:26,18704671257,3,Policy Changes,6,general,39,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-7997,2024-06-04 13:03:19,12106323532,1,Claims,1,claims,86,7.3,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-7998,2024-06-04 13:05:56,15388835996,0,Speak to Agent,5,general,163,4.0,Report accident,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-7999,2024-06-04 13:19:38,17007480252,0,Speak to Agent,5,general,56,1.6,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-8000,2024-06-04 13:21:14,12066803748,1,Claims,1,claims,128,6.6,Change coverage level,follow_up_needed,Escalated to claims adjuster,3.0,False
-8001,2024-06-04 13:24:20,17260824880,3,Policy Changes,5,general,228,9.4,Request payment plan,follow_up_needed,Customer requested manager,4.0,False
-8002,2024-06-04 13:27:37,13595002276,3,Policy Changes,6,general,108,10.2,Claim status inquiry,follow_up_needed,Policy updated per customer request,3.0,False
-8003,2024-06-04 13:50:32,12511287496,4,New Quote,6,general,118,13.2,Update address,resolved,Callback scheduled for tomorrow,4.0,True
-8004,2024-06-04 14:07:25,18753213610,1,Claims,2,claims,97,5.7,Add driver to policy,resolved,"Information provided, no action needed",4.0,True
-8005,2024-06-04 14:13:47,19497208506,4,New Quote,5,general,120,5.7,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-8006,2024-06-04 14:15:32,14946461521,1,Claims,1,claims,13,2.7,Reinstate lapsed policy,transferred,"Information provided, no action needed",3.0,False
-8007,2024-06-04 14:25:48,19412356651,2,Billing & Payments,8,billing,112,2.0,Change coverage level,follow_up_needed,Customer requested manager,2.0,False
-8008,2024-06-04 14:26:40,12858953366,0,Speak to Agent,6,general,188,10.8,Add driver to policy,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-8009,2024-06-04 14:56:41,18566006771,4,New Quote,6,general,109,10.9,Cancel policy,resolved,"Information provided, no action needed",2.0,True
-8010,2024-06-04 15:00:23,16352669390,3,Policy Changes,5,general,0,8.3,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-8011,2024-06-04 15:01:37,17622291568,1,Claims,2,claims,84,9.5,Update payment method,resolved,Policy updated per customer request,2.0,True
-8012,2024-06-04 15:12:36,17911670633,0,Speak to Agent,5,general,70,6.1,Ask about deductible,resolved,Callback scheduled for tomorrow,3.0,True
-8013,2024-06-04 15:15:30,17473698681,3,Policy Changes,6,general,84,9.6,Remove vehicle from policy,resolved,"Claim filed, reference number provided",5.0,True
-8014,2024-06-04 15:24:44,19303558404,2,Billing & Payments,4,billing,217,2.2,Filing new auto claim,resolved,Transferred to supervisor,3.0,True
-8015,2024-06-04 15:34:24,17497857458,1,Claims,7,claims,158,4.7,Complaint about service,resolved,Policy updated per customer request,2.0,True
-8016,2024-06-04 15:36:54,16627943655,4,New Quote,6,general,50,7.5,Report accident,resolved,Customer disconnected before resolution,3.0,True
-8017,2024-06-04 15:48:06,18499561695,4,New Quote,5,general,87,1.2,Reinstate lapsed policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-8018,2024-06-04 16:00:59,13761360778,3,Policy Changes,6,general,38,5.6,General coverage question,transferred,Escalated to claims adjuster,2.0,False
-8019,2024-06-04 16:26:33,13696276002,0,Speak to Agent,5,general,129,3.7,Payment not processed,transferred,"Information provided, no action needed",3.0,False
-8020,2024-06-04 16:31:17,14158190743,4,New Quote,6,general,72,12.1,General coverage question,resolved,Policy updated per customer request,4.0,True
-8021,2024-06-04 16:32:05,14737476077,0,Speak to Agent,5,general,73,5.8,Cancel policy,follow_up_needed,Payment processed successfully,5.0,False
-8022,2024-06-04 16:36:32,15314081726,3,Policy Changes,5,general,83,3.1,General coverage question,resolved,Callback scheduled for tomorrow,5.0,True
-8023,2024-06-04 16:37:43,13019075645,3,Policy Changes,5,general,157,5.4,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",3.0,True
-8024,2024-06-04 16:40:54,18213982804,2,Billing & Payments,4,billing,80,9.7,Complaint about service,follow_up_needed,Escalated to claims adjuster,3.0,False
-8025,2024-06-04 16:53:51,12886622144,0,Speak to Agent,5,general,311,5.3,Request payment plan,resolved,Customer requested manager,2.0,True
-8026,2024-06-04 16:57:04,17459955589,4,New Quote,5,general,172,5.4,Ask about deductible,follow_up_needed,"Information provided, no action needed",3.0,False
-8027,2024-06-04 17:00:13,14434431109,1,Claims,1,claims,70,7.4,Reinstate lapsed policy,transferred,Payment processed successfully,2.0,False
-8028,2024-06-04 17:00:38,19784134092,4,New Quote,6,general,60,7.5,Dispute claim denial,resolved,"Information provided, no action needed",5.0,True
-8029,2024-06-04 17:09:08,18012725475,2,Billing & Payments,3,billing,0,3.9,Update address,resolved,"Information provided, no action needed",4.0,True
-8030,2024-06-04 17:57:15,12101992468,2,Billing & Payments,8,billing,115,7.3,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",2.0,False
-8031,2024-06-04 17:59:45,17303606888,3,Policy Changes,6,general,179,13.6,Add driver to policy,resolved,Callback scheduled for tomorrow,3.0,True
-8032,2024-06-04 18:02:45,13341945804,3,Policy Changes,6,general,54,12.0,Request payment plan,transferred,Transferred to supervisor,4.0,False
-8033,2024-06-04 18:14:12,12330101180,0,Speak to Agent,5,general,232,2.1,Update payment method,resolved,Escalated to claims adjuster,2.0,True
-8034,2024-06-04 18:24:57,12618935941,1,Claims,1,claims,223,2.5,Ask about discounts,resolved,Payment processed successfully,3.0,True
-8035,2024-06-04 18:25:38,15697174761,3,Policy Changes,5,general,95,7.2,Request payment plan,follow_up_needed,Policy updated per customer request,2.0,False
-8036,2024-06-04 18:40:00,14610796943,4,New Quote,6,general,191,8.1,Request payment plan,resolved,Customer disconnected before resolution,5.0,True
-8037,2024-06-04 18:49:09,13002403483,1,Claims,1,claims,27,6.3,Complaint about service,follow_up_needed,Resolved on first call,3.0,False
-8038,2024-06-05 07:06:56,15417145926,3,Policy Changes,6,general,79,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-8039,2024-06-05 07:07:15,19421078531,0,Speak to Agent,5,general,104,7.9,Change coverage level,resolved,"Information provided, no action needed",5.0,True
-8040,2024-06-05 07:33:09,12816366157,2,Billing & Payments,3,billing,220,0.0,Update address,abandoned,Customer abandoned,,False
-8041,2024-06-05 07:36:17,17293339118,0,Speak to Agent,6,general,41,5.3,Report accident,resolved,Resolved on first call,5.0,True
-8042,2024-06-05 08:07:27,15925102931,3,Policy Changes,5,general,30,0.8,Request payment plan,follow_up_needed,"Claim filed, reference number provided",4.0,False
-8043,2024-06-05 08:17:30,18443192730,0,Speak to Agent,5,general,98,0.0,Update payment method,abandoned,Customer abandoned,,False
-8044,2024-06-05 08:24:06,13318887357,2,Billing & Payments,4,billing,47,5.6,Update payment method,resolved,Transferred to supervisor,5.0,True
-8045,2024-06-05 08:25:19,16819188242,4,New Quote,5,general,181,10.2,Filing new auto claim,transferred,Payment processed successfully,5.0,False
-8046,2024-06-05 09:14:11,15349182445,3,Policy Changes,6,general,106,14.1,Request payment plan,resolved,Policy updated per customer request,5.0,True
-8047,2024-06-05 09:14:39,14768182600,3,Policy Changes,6,general,123,9.8,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-8048,2024-06-05 09:17:02,19920662078,3,Policy Changes,6,general,0,8.3,Request proof of insurance,transferred,Customer disconnected before resolution,3.0,False
-8049,2024-06-05 09:21:26,17844080891,2,Billing & Payments,8,billing,0,5.5,Dispute claim denial,resolved,Resolved on first call,5.0,True
-8050,2024-06-05 09:29:52,19376765308,1,Claims,2,claims,91,5.8,Update payment method,resolved,"Information provided, no action needed",4.0,True
-8051,2024-06-05 09:50:14,15798693011,4,New Quote,6,general,96,0.0,Request ID cards,abandoned,Customer abandoned,,False
-8052,2024-06-05 09:50:43,16542791215,0,Speak to Agent,5,general,179,9.3,Request ID cards,follow_up_needed,"Information provided, no action needed",3.0,False
-8053,2024-06-05 10:06:15,19688899669,4,New Quote,5,general,121,1.8,Payment not processed,follow_up_needed,Payment processed successfully,1.0,False
-8054,2024-06-05 10:12:56,15641527149,2,Billing & Payments,8,billing,171,3.7,Payment not processed,follow_up_needed,Resolved on first call,3.0,False
-8055,2024-06-05 10:15:09,14719202886,0,Speak to Agent,6,general,59,8.4,Request ID cards,follow_up_needed,Customer disconnected before resolution,5.0,False
-8056,2024-06-05 10:15:12,19582927656,3,Policy Changes,6,general,170,4.4,Remove vehicle from policy,resolved,Transferred to supervisor,4.0,True
-8057,2024-06-05 10:33:07,12150879304,4,New Quote,5,general,109,0.5,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-8058,2024-06-05 10:39:51,19701188829,1,Claims,7,claims,55,6.0,Complaint about service,resolved,Customer disconnected before resolution,2.0,True
-8059,2024-06-05 10:46:21,14938440637,0,Speak to Agent,6,general,126,11.8,Change coverage level,resolved,Transferred to supervisor,4.0,True
-8060,2024-06-05 11:07:32,13253296371,1,Claims,1,claims,75,10.7,Filing new auto claim,follow_up_needed,Payment processed successfully,3.0,False
-8061,2024-06-05 11:14:59,19530405533,4,New Quote,5,general,115,3.8,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,2.0,False
-8062,2024-06-05 11:23:14,15423154105,3,Policy Changes,6,general,165,12.1,General coverage question,resolved,"Information provided, no action needed",5.0,True
-8063,2024-06-05 11:34:59,13330161282,3,Policy Changes,6,general,165,11.8,Report accident,resolved,Policy updated per customer request,4.0,True
-8064,2024-06-05 11:39:58,17626435163,4,New Quote,5,general,147,4.8,Report accident,resolved,Transferred to supervisor,3.0,True
-8065,2024-06-05 11:47:31,16203269421,1,Claims,2,claims,60,8.8,Claim status inquiry,follow_up_needed,Escalated to claims adjuster,5.0,False
-8066,2024-06-05 11:49:50,16549468480,2,Billing & Payments,4,billing,225,5.6,Ask about discounts,follow_up_needed,"Information provided, no action needed",2.0,False
-8067,2024-06-05 12:07:53,14007298064,4,New Quote,6,general,143,9.6,Inquire about premium increase,resolved,Escalated to claims adjuster,5.0,True
-8068,2024-06-05 12:24:36,17531368976,2,Billing & Payments,8,billing,20,6.3,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-8069,2024-06-05 12:44:44,12144100615,4,New Quote,6,general,183,11.6,Cancel policy,resolved,Customer requested manager,4.0,True
-8070,2024-06-05 12:52:31,15330890655,1,Claims,2,claims,144,3.8,General coverage question,resolved,"Claim filed, reference number provided",3.0,True
-8071,2024-06-05 13:13:08,17638066480,4,New Quote,6,general,99,10.1,Request proof of insurance,resolved,Customer requested manager,4.0,True
-8072,2024-06-05 13:21:15,14177381688,0,Speak to Agent,5,general,81,6.5,Request payment plan,resolved,Payment processed successfully,4.0,True
-8073,2024-06-05 13:44:31,19050622406,2,Billing & Payments,3,billing,262,4.7,Ask about discounts,resolved,Customer requested manager,3.0,True
-8074,2024-06-05 14:49:43,16873497591,1,Claims,7,claims,238,5.8,General coverage question,resolved,Customer disconnected before resolution,3.0,True
-8075,2024-06-05 14:50:54,12438462885,3,Policy Changes,6,general,89,8.2,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-8076,2024-06-05 15:02:04,17593074157,4,New Quote,5,general,53,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-8077,2024-06-05 15:15:33,14248293868,0,Speak to Agent,6,general,131,0.0,General coverage question,abandoned,Customer abandoned,,False
-8078,2024-06-05 15:34:43,14258520972,3,Policy Changes,6,general,0,5.6,Inquire about premium increase,follow_up_needed,Escalated to claims adjuster,4.0,False
-8079,2024-06-05 15:35:21,17755668849,0,Speak to Agent,5,general,155,4.3,Claim status inquiry,resolved,Policy updated per customer request,3.0,True
-8080,2024-06-05 15:39:22,15095311029,1,Claims,2,claims,103,8.3,Dispute claim denial,transferred,Escalated to claims adjuster,1.0,False
-8081,2024-06-05 15:45:42,18843435601,1,Claims,2,claims,96,7.5,Ask about deductible,resolved,Customer requested manager,4.0,True
-8082,2024-06-05 15:59:31,18998231902,0,Speak to Agent,5,general,189,2.2,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-8083,2024-06-05 16:02:49,15581055213,4,New Quote,6,general,165,4.7,Cancel policy,transferred,Resolved on first call,5.0,False
-8084,2024-06-05 16:23:25,17874151263,4,New Quote,6,general,16,11.9,Request proof of insurance,resolved,Customer disconnected before resolution,5.0,True
-8085,2024-06-05 17:03:12,17033730646,0,Speak to Agent,6,general,77,1.5,Filing new auto claim,resolved,Policy updated per customer request,5.0,True
-8086,2024-06-05 17:03:16,18777186725,2,Billing & Payments,8,billing,186,1.1,General coverage question,follow_up_needed,Resolved on first call,2.0,False
-8087,2024-06-05 17:04:36,17028600262,1,Claims,7,claims,187,4.4,Request payment plan,follow_up_needed,"Claim filed, reference number provided",4.0,False
-8088,2024-06-05 17:46:28,18431693694,3,Policy Changes,5,general,12,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-8089,2024-06-05 17:55:36,19860190940,4,New Quote,6,general,84,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-8090,2024-06-05 18:18:41,17694563046,1,Claims,2,claims,3,9.4,Report accident,resolved,Customer disconnected before resolution,4.0,True
-8091,2024-06-05 18:38:11,12018551096,4,New Quote,6,general,126,4.0,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-8092,2024-06-05 18:41:49,13925833606,1,Claims,2,claims,132,5.8,Filing new auto claim,resolved,Policy updated per customer request,5.0,True
-8093,2024-06-05 18:59:05,13746323979,3,Policy Changes,5,general,22,1.7,Ask about discounts,transferred,Customer disconnected before resolution,4.0,False
-8094,2024-06-06 07:05:44,18618577134,2,Billing & Payments,8,billing,0,7.6,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,4.0,True
-8095,2024-06-06 08:28:09,16564166841,4,New Quote,5,general,172,4.3,Change coverage level,resolved,Resolved on first call,5.0,True
-8096,2024-06-06 09:01:01,16593216479,3,Policy Changes,5,general,103,1.5,Ask about discounts,resolved,Policy updated per customer request,5.0,True
-8097,2024-06-06 09:07:22,15377302804,1,Claims,2,claims,134,9.7,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-8098,2024-06-06 09:14:11,16526438352,3,Policy Changes,6,general,0,0.0,General coverage question,abandoned,Customer abandoned,,False
-8099,2024-06-06 09:14:52,13775506398,3,Policy Changes,5,general,209,0.9,Cancel policy,resolved,Payment processed successfully,5.0,True
-8100,2024-06-06 09:15:49,17642269180,4,New Quote,6,general,99,4.8,Filing new auto claim,resolved,Escalated to claims adjuster,3.0,True
-8101,2024-06-06 09:23:14,16483793721,2,Billing & Payments,4,billing,100,5.4,Request ID cards,resolved,Payment processed successfully,2.0,True
-8102,2024-06-06 09:32:15,14427266023,4,New Quote,6,general,99,7.8,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-8103,2024-06-06 09:36:42,16588374947,4,New Quote,6,general,209,5.7,Request payment plan,follow_up_needed,Customer disconnected before resolution,2.0,False
-8104,2024-06-06 09:36:57,18032722366,4,New Quote,6,general,130,7.9,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",4.0,False
-8105,2024-06-06 09:50:16,13480639583,3,Policy Changes,6,general,124,5.0,Add driver to policy,follow_up_needed,"Information provided, no action needed",4.0,False
-8106,2024-06-06 09:59:36,13403741320,2,Billing & Payments,8,billing,9,6.0,Request payment plan,resolved,Escalated to claims adjuster,3.0,True
-8107,2024-06-06 10:04:04,18898858301,3,Policy Changes,6,general,44,4.7,Remove vehicle from policy,follow_up_needed,Payment processed successfully,4.0,False
-8108,2024-06-06 10:23:52,15100999391,1,Claims,1,claims,187,0.0,Request payment plan,abandoned,Customer abandoned,,False
-8109,2024-06-06 10:34:16,13139783455,4,New Quote,5,general,227,8.5,Dispute claim denial,resolved,Customer requested manager,5.0,True
-8110,2024-06-06 10:52:45,13619748370,4,New Quote,5,general,226,5.8,Dispute claim denial,resolved,Policy updated per customer request,4.0,True
-8111,2024-06-06 10:54:34,12198585054,3,Policy Changes,6,general,40,8.1,Ask about deductible,resolved,"Claim filed, reference number provided",5.0,True
-8112,2024-06-06 11:04:17,19901364326,4,New Quote,6,general,263,7.9,Add driver to policy,resolved,Customer disconnected before resolution,5.0,True
-8113,2024-06-06 11:10:18,16173358411,0,Speak to Agent,5,general,0,2.3,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,3.0,True
-8114,2024-06-06 11:11:46,16638178472,2,Billing & Payments,4,billing,71,5.9,Report accident,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-8115,2024-06-06 11:20:04,13423862314,3,Policy Changes,6,general,97,8.0,Filing new auto claim,follow_up_needed,Payment processed successfully,2.0,False
-8116,2024-06-06 11:33:24,17805472246,4,New Quote,6,general,121,9.8,Change coverage level,follow_up_needed,Transferred to supervisor,1.0,False
-8117,2024-06-06 11:35:08,17401525651,0,Speak to Agent,6,general,0,10.3,Update address,resolved,Escalated to claims adjuster,4.0,True
-8118,2024-06-06 11:35:24,18814981554,3,Policy Changes,5,general,103,4.5,Request payment plan,resolved,"Information provided, no action needed",3.0,True
-8119,2024-06-06 11:36:24,19390161037,2,Billing & Payments,3,billing,108,8.1,Request ID cards,follow_up_needed,"Claim filed, reference number provided",3.0,False
-8120,2024-06-06 11:44:15,18878316041,4,New Quote,5,general,139,6.5,Request payment plan,resolved,"Information provided, no action needed",3.0,True
-8121,2024-06-06 11:45:45,15817677658,4,New Quote,6,general,122,7.1,Complaint about service,resolved,Customer requested manager,4.0,True
-8122,2024-06-06 11:48:12,15114360848,0,Speak to Agent,6,general,0,7.7,Update payment method,follow_up_needed,Customer requested manager,4.0,False
-8123,2024-06-06 11:53:11,18939113997,2,Billing & Payments,3,billing,97,0.5,Cancel policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-8124,2024-06-06 11:55:28,12944384286,0,Speak to Agent,5,general,160,6.4,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",3.0,False
-8125,2024-06-06 12:35:44,14298367030,2,Billing & Payments,4,billing,113,9.2,Ask about deductible,resolved,Policy updated per customer request,3.0,True
-8126,2024-06-06 12:52:25,16600485407,0,Speak to Agent,6,general,93,8.7,Update payment method,follow_up_needed,Transferred to supervisor,2.0,False
-8127,2024-06-06 13:59:34,16755929721,0,Speak to Agent,5,general,110,9.2,Add driver to policy,resolved,Customer requested manager,4.0,True
-8128,2024-06-06 14:05:22,13741937926,0,Speak to Agent,5,general,30,5.2,Cancel policy,resolved,Policy updated per customer request,3.0,True
-8129,2024-06-06 14:09:00,19363395513,1,Claims,2,claims,0,4.7,Payment not processed,transferred,Resolved on first call,3.0,False
-8130,2024-06-06 14:16:00,15026871062,3,Policy Changes,6,general,76,8.8,Complaint about service,follow_up_needed,Customer requested manager,3.0,False
-8131,2024-06-06 14:17:34,17395073711,2,Billing & Payments,3,billing,80,1.0,Inquire about premium increase,resolved,Customer requested manager,4.0,True
-8132,2024-06-06 14:45:52,13698601475,0,Speak to Agent,5,general,77,9.5,Payment not processed,resolved,Callback scheduled for tomorrow,4.0,True
-8133,2024-06-06 14:51:41,18121384561,2,Billing & Payments,3,billing,292,5.7,Claim status inquiry,follow_up_needed,Payment processed successfully,3.0,False
-8134,2024-06-06 15:18:07,18280340413,0,Speak to Agent,5,general,45,7.7,Change coverage level,resolved,Policy updated per customer request,4.0,True
-8135,2024-06-06 15:18:49,12346641761,3,Policy Changes,6,general,0,11.4,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-8136,2024-06-06 15:20:33,18601227697,4,New Quote,6,general,89,11.4,Filing new auto claim,transferred,"Claim filed, reference number provided",3.0,False
-8137,2024-06-06 15:26:31,16951723598,2,Billing & Payments,8,billing,147,3.7,Complaint about service,resolved,Policy updated per customer request,5.0,True
-8138,2024-06-06 15:35:50,14839013653,4,New Quote,6,general,13,7.2,Claim status inquiry,transferred,"Claim filed, reference number provided",4.0,False
-8139,2024-06-06 15:38:13,15575456956,1,Claims,1,claims,253,12.0,Update address,resolved,"Claim filed, reference number provided",3.0,True
-8140,2024-06-06 15:41:13,17733796139,4,New Quote,6,general,190,9.6,Update payment method,transferred,Payment processed successfully,2.0,False
-8141,2024-06-06 15:52:01,16196043816,3,Policy Changes,6,general,187,9.3,Claim status inquiry,resolved,Transferred to supervisor,3.0,True
-8142,2024-06-06 15:56:24,16462530324,0,Speak to Agent,5,general,15,4.7,Request payment plan,resolved,Policy updated per customer request,5.0,True
-8143,2024-06-06 16:31:55,19010481117,4,New Quote,5,general,112,8.1,Claim status inquiry,follow_up_needed,"Information provided, no action needed",4.0,False
-8144,2024-06-06 16:47:47,15846358988,3,Policy Changes,6,general,105,9.0,Report accident,resolved,Payment processed successfully,3.0,True
-8145,2024-06-06 16:59:06,18537051184,4,New Quote,6,general,152,16.3,Ask about discounts,resolved,"Information provided, no action needed",5.0,True
-8146,2024-06-06 16:59:38,16521908146,2,Billing & Payments,8,billing,56,5.3,Request payment plan,resolved,"Information provided, no action needed",3.0,True
-8147,2024-06-06 17:00:06,13105619655,1,Claims,2,claims,184,7.1,Update payment method,follow_up_needed,"Information provided, no action needed",4.0,False
-8148,2024-06-06 17:07:59,15944512212,1,Claims,7,claims,44,9.5,Request ID cards,follow_up_needed,Customer disconnected before resolution,4.0,False
-8149,2024-06-06 17:45:01,16911936928,1,Claims,2,claims,0,4.6,Ask about deductible,follow_up_needed,Resolved on first call,2.0,False
-8150,2024-06-06 18:10:38,14702959875,2,Billing & Payments,8,billing,0,8.4,Ask about discounts,resolved,Customer disconnected before resolution,5.0,True
-8151,2024-06-06 18:17:22,17185159950,2,Billing & Payments,8,billing,118,6.5,Add driver to policy,resolved,Policy updated per customer request,3.0,True
-8152,2024-06-06 18:45:30,16134932087,2,Billing & Payments,3,billing,4,7.4,Request payment plan,follow_up_needed,Payment processed successfully,4.0,False
-8153,2024-06-07 07:25:13,18587598002,1,Claims,2,claims,184,5.8,Change coverage level,resolved,Payment processed successfully,4.0,True
-8154,2024-06-07 08:16:14,12825407024,0,Speak to Agent,6,general,357,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-8155,2024-06-07 08:24:26,18236376973,0,Speak to Agent,6,general,134,12.1,General coverage question,resolved,Transferred to supervisor,3.0,True
-8156,2024-06-07 08:32:13,17252358398,1,Claims,1,claims,127,6.8,Request payment plan,transferred,Policy updated per customer request,4.0,False
-8157,2024-06-07 08:50:21,19733563054,2,Billing & Payments,4,billing,59,7.3,Inquire about premium increase,resolved,"Claim filed, reference number provided",5.0,True
-8158,2024-06-07 08:59:34,19695666601,4,New Quote,6,general,147,8.8,Ask about discounts,follow_up_needed,Customer disconnected before resolution,3.0,False
-8159,2024-06-07 09:06:03,13473121493,1,Claims,2,claims,200,6.9,Payment not processed,resolved,Escalated to claims adjuster,4.0,True
-8160,2024-06-07 09:13:21,13339100460,1,Claims,2,claims,154,11.0,Complaint about service,transferred,Resolved on first call,3.0,False
-8161,2024-06-07 09:15:41,14160272383,4,New Quote,6,general,162,9.3,Reinstate lapsed policy,resolved,Customer requested manager,3.0,True
-8162,2024-06-07 09:25:57,16061887422,4,New Quote,6,general,137,8.8,Payment not processed,resolved,Customer requested manager,3.0,True
-8163,2024-06-07 09:37:17,19625832938,4,New Quote,6,general,181,8.4,Ask about deductible,transferred,"Claim filed, reference number provided",2.0,False
-8164,2024-06-07 09:54:58,17672273052,4,New Quote,6,general,81,7.0,Remove vehicle from policy,resolved,Customer requested manager,4.0,True
-8165,2024-06-07 10:06:28,13146344924,4,New Quote,6,general,117,8.8,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-8166,2024-06-07 10:08:51,13618359304,2,Billing & Payments,3,billing,227,6.8,Update address,follow_up_needed,Resolved on first call,4.0,False
-8167,2024-06-07 10:19:35,17181988837,3,Policy Changes,6,general,0,8.2,Inquire about premium increase,follow_up_needed,Payment processed successfully,3.0,False
-8168,2024-06-07 10:20:12,15345850305,4,New Quote,5,general,252,4.6,Reinstate lapsed policy,transferred,Resolved on first call,5.0,False
-8169,2024-06-07 10:39:37,16916669384,2,Billing & Payments,3,billing,178,9.6,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-8170,2024-06-07 10:42:04,12803927587,0,Speak to Agent,5,general,146,7.4,Reinstate lapsed policy,resolved,Resolved on first call,3.0,True
-8171,2024-06-07 10:45:02,18852921138,1,Claims,2,claims,274,7.0,Report accident,follow_up_needed,"Claim filed, reference number provided",4.0,False
-8172,2024-06-07 10:55:50,16281591699,4,New Quote,6,general,233,4.2,Request proof of insurance,resolved,Resolved on first call,5.0,True
-8173,2024-06-07 11:04:15,14823188175,3,Policy Changes,5,general,192,1.0,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-8174,2024-06-07 11:34:58,15421868590,3,Policy Changes,6,general,219,5.2,Inquire about premium increase,resolved,Policy updated per customer request,3.0,True
-8175,2024-06-07 11:38:47,19368554438,4,New Quote,5,general,69,2.0,Request payment plan,follow_up_needed,Customer requested manager,4.0,False
-8176,2024-06-07 11:42:38,12542387023,4,New Quote,6,general,247,5.6,Request ID cards,transferred,Callback scheduled for tomorrow,3.0,False
-8177,2024-06-07 11:43:37,14191314653,3,Policy Changes,5,general,194,3.6,Claim status inquiry,resolved,Policy updated per customer request,5.0,True
-8178,2024-06-07 11:50:41,19242560123,1,Claims,7,claims,178,4.2,Request proof of insurance,transferred,Escalated to claims adjuster,3.0,False
-8179,2024-06-07 11:57:06,19960046811,3,Policy Changes,5,general,131,4.6,Dispute claim denial,resolved,Resolved on first call,4.0,True
-8180,2024-06-07 12:11:31,16867911607,1,Claims,2,claims,293,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-8181,2024-06-07 12:19:26,16190258954,3,Policy Changes,5,general,172,4.9,Update payment method,transferred,Callback scheduled for tomorrow,2.0,False
-8182,2024-06-07 12:36:07,14198892945,4,New Quote,6,general,107,7.7,Change coverage level,resolved,"Claim filed, reference number provided",5.0,True
-8183,2024-06-07 12:37:05,19095904711,1,Claims,2,claims,202,9.1,Update payment method,transferred,Policy updated per customer request,2.0,False
-8184,2024-06-07 13:30:59,13390150533,0,Speak to Agent,6,general,0,6.5,Request ID cards,resolved,Policy updated per customer request,5.0,True
-8185,2024-06-07 13:49:17,15952264578,4,New Quote,6,general,206,8.0,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-8186,2024-06-07 14:00:29,17451478738,2,Billing & Payments,8,billing,161,6.9,Inquire about premium increase,resolved,"Claim filed, reference number provided",3.0,True
-8187,2024-06-07 14:11:23,17197123688,2,Billing & Payments,8,billing,225,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-8188,2024-06-07 14:19:05,13375776344,3,Policy Changes,6,general,8,8.8,Dispute claim denial,follow_up_needed,Resolved on first call,5.0,False
-8189,2024-06-07 14:39:55,15533227642,4,New Quote,6,general,94,6.9,Update payment method,resolved,Transferred to supervisor,3.0,True
-8190,2024-06-07 14:42:00,17158059139,2,Billing & Payments,8,billing,260,2.7,Ask about deductible,follow_up_needed,Policy updated per customer request,3.0,False
-8191,2024-06-07 14:56:00,19466733707,4,New Quote,5,general,104,4.9,Filing new auto claim,resolved,Payment processed successfully,1.0,True
-8192,2024-06-07 15:12:42,19116162562,0,Speak to Agent,5,general,201,6.8,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-8193,2024-06-07 15:16:36,15387115586,0,Speak to Agent,5,general,17,3.8,Update payment method,follow_up_needed,Customer disconnected before resolution,4.0,False
-8194,2024-06-07 15:39:27,19225445677,3,Policy Changes,6,general,0,9.5,Request proof of insurance,follow_up_needed,"Information provided, no action needed",3.0,False
-8195,2024-06-07 15:49:00,19252437217,0,Speak to Agent,5,general,86,4.7,General coverage question,transferred,Payment processed successfully,3.0,False
-8196,2024-06-07 16:11:15,16165926888,3,Policy Changes,6,general,246,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-8197,2024-06-07 16:28:15,14698116810,0,Speak to Agent,5,general,37,6.8,Report accident,resolved,Policy updated per customer request,2.0,True
-8198,2024-06-07 16:30:46,13236117665,2,Billing & Payments,3,billing,171,4.1,Filing new auto claim,follow_up_needed,"Information provided, no action needed",3.0,False
-8199,2024-06-07 16:46:53,15126229426,4,New Quote,5,general,111,5.4,Complaint about service,resolved,Policy updated per customer request,4.0,True
-8200,2024-06-07 17:12:43,15730597716,1,Claims,2,claims,111,8.0,Dispute claim denial,resolved,Policy updated per customer request,5.0,True
-8201,2024-06-07 17:50:20,18374208833,4,New Quote,5,general,161,4.4,Filing new auto claim,follow_up_needed,"Information provided, no action needed",4.0,False
-8202,2024-06-07 18:38:01,14736042391,3,Policy Changes,5,general,179,8.9,Request ID cards,resolved,Resolved on first call,3.0,True
-8203,2024-06-07 18:51:35,18786016810,0,Speak to Agent,5,general,91,5.2,Request ID cards,follow_up_needed,"Information provided, no action needed",2.0,False
-8204,2024-06-07 18:56:35,18171630919,0,Speak to Agent,5,general,178,6.7,Inquire about premium increase,follow_up_needed,Payment processed successfully,5.0,False
-8205,2024-06-08 09:14:00,19435743869,0,Speak to Agent,6,general,120,8.4,Cancel policy,resolved,Escalated to claims adjuster,2.0,True
-8206,2024-06-08 09:24:52,12645551286,0,Speak to Agent,6,general,230,8.7,Payment not processed,resolved,Payment processed successfully,3.0,True
-8207,2024-06-08 09:32:42,16776052966,0,Speak to Agent,5,general,178,5.9,Update payment method,resolved,Transferred to supervisor,4.0,True
-8208,2024-06-08 10:14:52,15963181084,0,Speak to Agent,6,general,0,7.1,Complaint about service,resolved,Customer requested manager,3.0,True
-8209,2024-06-08 10:29:32,18323463525,2,Billing & Payments,3,billing,221,4.7,Request proof of insurance,follow_up_needed,Customer requested manager,4.0,False
-8210,2024-06-08 10:37:23,19592139426,1,Claims,1,claims,286,7.1,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-8211,2024-06-08 10:51:14,13351601375,1,Claims,7,claims,85,3.7,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-8212,2024-06-08 10:52:03,15688795440,2,Billing & Payments,4,billing,123,5.2,Change coverage level,follow_up_needed,Policy updated per customer request,2.0,False
-8213,2024-06-08 10:52:31,19773350009,2,Billing & Payments,4,billing,173,8.2,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-8214,2024-06-08 11:01:34,13297065454,2,Billing & Payments,3,billing,65,2.8,General coverage question,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-8215,2024-06-08 11:05:16,19275289190,3,Policy Changes,6,general,208,5.5,Ask about discounts,resolved,Escalated to claims adjuster,3.0,True
-8216,2024-06-08 11:05:55,17110514853,0,Speak to Agent,6,general,158,3.4,Cancel policy,resolved,Policy updated per customer request,4.0,True
-8217,2024-06-08 11:05:57,17488729131,3,Policy Changes,6,general,109,10.6,Request proof of insurance,transferred,Transferred to supervisor,2.0,False
-8218,2024-06-08 11:06:54,15489102393,2,Billing & Payments,3,billing,242,6.6,Update payment method,resolved,Payment processed successfully,4.0,True
-8219,2024-06-08 11:14:43,13696030484,4,New Quote,5,general,17,4.6,Request proof of insurance,resolved,Transferred to supervisor,3.0,True
-8220,2024-06-08 11:15:31,16295479007,0,Speak to Agent,5,general,100,4.5,Inquire about premium increase,resolved,Customer requested manager,3.0,True
-8221,2024-06-08 11:17:13,17729546606,4,New Quote,5,general,56,7.7,Reinstate lapsed policy,resolved,Escalated to claims adjuster,3.0,True
-8222,2024-06-08 11:19:24,18166169051,2,Billing & Payments,3,billing,294,5.5,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-8223,2024-06-08 11:31:26,19773939911,3,Policy Changes,6,general,164,9.9,Update address,transferred,Payment processed successfully,2.0,False
-8224,2024-06-08 11:33:43,18585332508,0,Speak to Agent,5,general,87,4.9,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-8225,2024-06-08 11:36:46,19679523962,1,Claims,1,claims,64,4.1,Add driver to policy,resolved,Customer requested manager,5.0,True
-8226,2024-06-08 11:39:26,13308514702,2,Billing & Payments,4,billing,185,7.0,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-8227,2024-06-08 12:16:27,15326596626,4,New Quote,5,general,302,7.7,Cancel policy,resolved,Customer requested manager,4.0,True
-8228,2024-06-08 12:30:32,12920723025,0,Speak to Agent,5,general,86,4.3,Update payment method,follow_up_needed,"Information provided, no action needed",3.0,False
-8229,2024-06-08 12:33:41,14035873254,1,Claims,7,claims,186,2.6,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-8230,2024-06-08 12:39:18,19956786631,4,New Quote,6,general,267,7.1,Update address,resolved,Resolved on first call,3.0,True
-8231,2024-06-08 12:59:52,12642442854,4,New Quote,5,general,83,7.9,Request ID cards,resolved,Callback scheduled for tomorrow,3.0,True
-8232,2024-06-10 07:16:41,19633986838,2,Billing & Payments,3,billing,182,4.9,Request ID cards,follow_up_needed,"Information provided, no action needed",1.0,False
-8233,2024-06-10 07:25:47,17955383762,3,Policy Changes,6,general,30,7.3,Inquire about premium increase,resolved,Transferred to supervisor,5.0,True
-8234,2024-06-10 07:27:03,13420129773,2,Billing & Payments,3,billing,122,0.0,Report accident,abandoned,Customer abandoned,,False
-8235,2024-06-10 07:29:28,14290614558,0,Speak to Agent,6,general,192,10.4,Complaint about service,transferred,Callback scheduled for tomorrow,2.0,False
-8236,2024-06-10 07:33:43,18741754019,4,New Quote,6,general,0,8.7,Add driver to policy,transferred,"Claim filed, reference number provided",3.0,False
-8237,2024-06-10 07:39:46,18809056243,3,Policy Changes,6,general,51,6.8,Claim status inquiry,resolved,Policy updated per customer request,3.0,True
-8238,2024-06-10 07:41:15,12679176422,2,Billing & Payments,4,billing,122,4.4,Filing new auto claim,resolved,"Information provided, no action needed",3.0,True
-8239,2024-06-10 07:44:13,18322351088,3,Policy Changes,5,general,43,6.6,Cancel policy,resolved,Payment processed successfully,4.0,True
-8240,2024-06-10 07:44:28,15970752719,1,Claims,2,claims,223,0.5,Report accident,resolved,"Claim filed, reference number provided",5.0,True
-8241,2024-06-10 07:52:14,13521480796,1,Claims,1,claims,100,1.6,Request proof of insurance,resolved,Customer disconnected before resolution,4.0,True
-8242,2024-06-10 08:35:56,13309974006,1,Claims,2,claims,214,6.1,Dispute claim denial,resolved,Policy updated per customer request,3.0,True
-8243,2024-06-10 08:38:57,14758585709,0,Speak to Agent,5,general,234,3.2,Claim status inquiry,resolved,Customer requested manager,3.0,True
-8244,2024-06-10 08:44:23,18234297857,3,Policy Changes,5,general,104,6.3,Reinstate lapsed policy,resolved,Escalated to claims adjuster,2.0,True
-8245,2024-06-10 08:49:04,12335496311,3,Policy Changes,6,general,171,7.1,Request payment plan,follow_up_needed,Customer requested manager,3.0,False
-8246,2024-06-10 08:57:36,17083112788,0,Speak to Agent,6,general,127,9.5,Request payment plan,resolved,Escalated to claims adjuster,5.0,True
-8247,2024-06-10 09:02:17,18885550415,2,Billing & Payments,8,billing,122,6.8,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-8248,2024-06-10 09:08:09,13510449642,4,New Quote,6,general,156,5.8,Ask about discounts,follow_up_needed,Customer disconnected before resolution,3.0,False
-8249,2024-06-10 09:11:54,16552679076,2,Billing & Payments,3,billing,96,5.4,General coverage question,follow_up_needed,Policy updated per customer request,2.0,False
-8250,2024-06-10 09:25:37,12163073131,0,Speak to Agent,6,general,0,10.0,Request ID cards,resolved,Customer disconnected before resolution,5.0,True
-8251,2024-06-10 09:32:06,17280220359,1,Claims,2,claims,46,9.6,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-8252,2024-06-10 09:32:55,17579640456,0,Speak to Agent,5,general,205,4.8,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-8253,2024-06-10 09:35:30,15342620568,1,Claims,1,claims,63,2.2,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-8254,2024-06-10 09:43:40,17303893231,2,Billing & Payments,3,billing,121,5.3,Request proof of insurance,follow_up_needed,Policy updated per customer request,2.0,False
-8255,2024-06-10 09:46:57,18629648996,1,Claims,7,claims,223,7.9,Request proof of insurance,resolved,Policy updated per customer request,2.0,True
-8256,2024-06-10 09:50:03,17953582008,4,New Quote,5,general,221,7.7,Update payment method,resolved,"Claim filed, reference number provided",3.0,True
-8257,2024-06-10 09:51:36,15952089336,0,Speak to Agent,6,general,97,7.5,Update payment method,resolved,Transferred to supervisor,2.0,True
-8258,2024-06-10 09:56:30,13604406943,2,Billing & Payments,4,billing,274,5.0,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-8259,2024-06-10 10:29:19,15149193901,0,Speak to Agent,6,general,228,7.1,Request ID cards,resolved,Transferred to supervisor,5.0,True
-8260,2024-06-10 10:32:38,19327123821,0,Speak to Agent,6,general,172,10.6,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-8261,2024-06-10 10:37:00,17555590342,1,Claims,1,claims,0,6.2,Reinstate lapsed policy,resolved,Customer disconnected before resolution,3.0,True
-8262,2024-06-10 10:40:45,17395427956,3,Policy Changes,6,general,73,11.1,Change coverage level,resolved,Policy updated per customer request,4.0,True
-8263,2024-06-10 10:45:20,12577253451,0,Speak to Agent,5,general,87,7.4,Cancel policy,follow_up_needed,Escalated to claims adjuster,2.0,False
-8264,2024-06-10 10:54:18,19332278875,2,Billing & Payments,4,billing,160,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-8265,2024-06-10 11:08:50,18386522707,3,Policy Changes,6,general,95,10.1,Complaint about service,transferred,"Information provided, no action needed",3.0,False
-8266,2024-06-10 11:10:50,14394460711,3,Policy Changes,6,general,154,12.7,Add driver to policy,follow_up_needed,Payment processed successfully,4.0,False
-8267,2024-06-10 11:32:48,19218857049,4,New Quote,5,general,34,3.4,Request payment plan,resolved,Callback scheduled for tomorrow,3.0,True
-8268,2024-06-10 11:37:37,18382232909,1,Claims,1,claims,0,2.9,Claim status inquiry,follow_up_needed,Customer disconnected before resolution,4.0,False
-8269,2024-06-10 11:46:23,17977623866,4,New Quote,6,general,338,7.5,Request ID cards,resolved,Customer disconnected before resolution,3.0,True
-8270,2024-06-10 11:52:08,12076033652,2,Billing & Payments,8,billing,154,6.2,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-8271,2024-06-10 11:53:39,19799669747,2,Billing & Payments,8,billing,208,7.3,Change coverage level,resolved,Policy updated per customer request,5.0,True
-8272,2024-06-10 12:05:10,12742327125,2,Billing & Payments,8,billing,48,5.0,Remove vehicle from policy,resolved,Resolved on first call,5.0,True
-8273,2024-06-10 13:08:43,19455910210,0,Speak to Agent,6,general,235,8.8,Request proof of insurance,transferred,Customer disconnected before resolution,3.0,False
-8274,2024-06-10 13:24:34,16819615433,2,Billing & Payments,4,billing,16,7.8,Remove vehicle from policy,resolved,Transferred to supervisor,5.0,True
-8275,2024-06-10 13:34:53,15390318624,3,Policy Changes,6,general,218,5.6,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-8276,2024-06-10 13:49:58,12319329328,3,Policy Changes,6,general,288,9.7,Reinstate lapsed policy,resolved,Payment processed successfully,3.0,True
-8277,2024-06-10 13:53:03,14783829034,1,Claims,2,claims,228,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-8278,2024-06-10 13:57:18,16893805949,2,Billing & Payments,4,billing,0,5.8,Complaint about service,resolved,"Claim filed, reference number provided",4.0,True
-8279,2024-06-10 13:58:06,19389136578,0,Speak to Agent,6,general,101,11.7,Cancel policy,resolved,Resolved on first call,4.0,True
-8280,2024-06-10 13:59:55,12544031416,0,Speak to Agent,5,general,209,6.4,Request proof of insurance,follow_up_needed,Payment processed successfully,4.0,False
-8281,2024-06-10 14:06:50,18418544774,0,Speak to Agent,5,general,25,7.1,Change coverage level,transferred,Callback scheduled for tomorrow,4.0,False
-8282,2024-06-10 14:07:42,18608892563,0,Speak to Agent,5,general,128,6.8,Remove vehicle from policy,follow_up_needed,Transferred to supervisor,2.0,False
-8283,2024-06-10 14:11:02,12366651016,2,Billing & Payments,8,billing,64,7.1,Cancel policy,resolved,Policy updated per customer request,4.0,True
-8284,2024-06-10 14:11:42,12037863779,2,Billing & Payments,3,billing,156,7.9,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",2.0,False
-8285,2024-06-10 14:22:07,13647366009,3,Policy Changes,5,general,243,2.7,Update address,resolved,Customer disconnected before resolution,4.0,True
-8286,2024-06-10 14:30:50,16623617467,0,Speak to Agent,5,general,145,2.8,Dispute claim denial,resolved,"Information provided, no action needed",5.0,True
-8287,2024-06-10 14:45:34,15135395144,0,Speak to Agent,6,general,0,10.2,Update payment method,resolved,Callback scheduled for tomorrow,5.0,True
-8288,2024-06-10 14:52:08,16321496494,4,New Quote,5,general,216,5.0,Reinstate lapsed policy,transferred,Transferred to supervisor,3.0,False
-8289,2024-06-10 14:59:58,13392942717,4,New Quote,5,general,211,3.7,Dispute claim denial,follow_up_needed,Customer requested manager,3.0,False
-8290,2024-06-10 15:13:05,15336429887,1,Claims,7,claims,119,5.0,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-8291,2024-06-10 15:20:23,12578957674,4,New Quote,6,general,103,0.0,Request payment plan,abandoned,Customer abandoned,,False
-8292,2024-06-10 15:21:15,16110269100,0,Speak to Agent,5,general,118,8.5,Dispute claim denial,transferred,Policy updated per customer request,3.0,False
-8293,2024-06-10 15:22:02,13920647087,3,Policy Changes,5,general,221,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-8294,2024-06-10 15:28:34,17653691593,1,Claims,2,claims,122,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-8295,2024-06-10 15:29:42,17103297893,1,Claims,2,claims,120,6.1,Ask about deductible,resolved,"Information provided, no action needed",3.0,True
-8296,2024-06-10 15:41:40,15616545737,3,Policy Changes,6,general,48,10.0,Update payment method,resolved,Transferred to supervisor,3.0,True
-8297,2024-06-10 15:57:20,13177136977,4,New Quote,6,general,206,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-8298,2024-06-10 16:02:06,12996103458,3,Policy Changes,5,general,152,14.5,Change coverage level,resolved,Transferred to supervisor,4.0,True
-8299,2024-06-10 16:06:52,18061581517,4,New Quote,6,general,97,6.2,Report accident,resolved,"Claim filed, reference number provided",5.0,True
-8300,2024-06-10 16:06:53,19595368820,1,Claims,1,claims,89,6.3,Request payment plan,follow_up_needed,Payment processed successfully,3.0,False
-8301,2024-06-10 16:09:44,19305230001,4,New Quote,5,general,178,1.4,Request ID cards,resolved,Policy updated per customer request,4.0,True
-8302,2024-06-10 16:13:58,13098005119,0,Speak to Agent,5,general,293,4.8,Claim status inquiry,resolved,Payment processed successfully,3.0,True
-8303,2024-06-10 16:16:04,18255157469,1,Claims,1,claims,347,8.8,Inquire about premium increase,follow_up_needed,Policy updated per customer request,2.0,False
-8304,2024-06-10 16:36:11,14918542540,3,Policy Changes,5,general,102,5.7,Reinstate lapsed policy,resolved,Escalated to claims adjuster,5.0,True
-8305,2024-06-10 16:36:42,16511161506,1,Claims,2,claims,29,4.0,Update payment method,resolved,"Claim filed, reference number provided",3.0,True
-8306,2024-06-10 16:40:18,13450891529,2,Billing & Payments,4,billing,23,10.8,Report accident,follow_up_needed,Transferred to supervisor,5.0,False
-8307,2024-06-10 16:40:20,19312535761,3,Policy Changes,5,general,126,7.5,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-8308,2024-06-10 17:09:12,13669465536,1,Claims,1,claims,265,4.9,Complaint about service,follow_up_needed,"Claim filed, reference number provided",4.0,False
-8309,2024-06-10 17:14:11,16192640530,4,New Quote,6,general,40,10.6,Ask about discounts,resolved,Policy updated per customer request,5.0,True
-8310,2024-06-10 17:19:44,12270425295,0,Speak to Agent,5,general,236,6.0,Change coverage level,resolved,Customer requested manager,4.0,True
-8311,2024-06-10 17:44:47,13571165271,3,Policy Changes,5,general,41,5.7,Payment not processed,follow_up_needed,Resolved on first call,4.0,False
-8312,2024-06-10 17:49:42,16883356748,2,Billing & Payments,3,billing,0,0.0,Complaint about service,abandoned,Customer abandoned,,False
-8313,2024-06-10 18:02:05,16678021621,3,Policy Changes,6,general,70,5.5,Request ID cards,follow_up_needed,"Information provided, no action needed",3.0,False
-8314,2024-06-10 18:06:40,13943483389,2,Billing & Payments,3,billing,77,4.7,Filing new auto claim,resolved,Customer requested manager,4.0,True
-8315,2024-06-10 18:18:17,18898525022,3,Policy Changes,5,general,157,5.4,Reinstate lapsed policy,resolved,Customer requested manager,3.0,True
-8316,2024-06-10 18:46:04,17015150904,0,Speak to Agent,5,general,59,3.8,Cancel policy,resolved,Payment processed successfully,2.0,True
-8317,2024-06-11 07:36:34,18438689747,2,Billing & Payments,8,billing,0,0.5,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-8318,2024-06-11 07:39:22,16462717915,2,Billing & Payments,3,billing,160,3.0,Payment not processed,resolved,Callback scheduled for tomorrow,3.0,True
-8319,2024-06-11 08:00:31,15785883325,1,Claims,7,claims,12,6.8,Remove vehicle from policy,resolved,Resolved on first call,3.0,True
-8320,2024-06-11 08:02:51,18151213311,0,Speak to Agent,6,general,82,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-8321,2024-06-11 08:11:14,18185222177,3,Policy Changes,6,general,0,11.6,Ask about discounts,follow_up_needed,Customer disconnected before resolution,4.0,False
-8322,2024-06-11 08:59:57,13231734876,2,Billing & Payments,8,billing,0,2.1,Change coverage level,follow_up_needed,Policy updated per customer request,5.0,False
-8323,2024-06-11 09:05:15,17500163192,1,Claims,7,claims,118,7.4,Change coverage level,transferred,Callback scheduled for tomorrow,3.0,False
-8324,2024-06-11 09:08:17,13739709185,4,New Quote,6,general,77,7.6,Inquire about premium increase,resolved,Callback scheduled for tomorrow,4.0,True
-8325,2024-06-11 09:13:32,16462415932,2,Billing & Payments,3,billing,153,7.3,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-8326,2024-06-11 09:20:15,18705861232,3,Policy Changes,6,general,98,9.3,Payment not processed,follow_up_needed,Transferred to supervisor,3.0,False
-8327,2024-06-11 09:36:45,13370982022,0,Speak to Agent,5,general,76,4.7,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-8328,2024-06-11 09:42:02,16952600463,1,Claims,7,claims,103,5.0,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-8329,2024-06-11 09:43:10,17214372369,0,Speak to Agent,5,general,170,6.8,Report accident,follow_up_needed,Resolved on first call,3.0,False
-8330,2024-06-11 09:44:25,14159974860,0,Speak to Agent,5,general,222,7.5,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,4.0,False
-8331,2024-06-11 09:52:44,16735589951,2,Billing & Payments,8,billing,236,0.5,Add driver to policy,transferred,Callback scheduled for tomorrow,3.0,False
-8332,2024-06-11 09:54:05,18671374895,0,Speak to Agent,5,general,183,5.0,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-8333,2024-06-11 10:01:34,17162932154,2,Billing & Payments,8,billing,103,4.1,Update address,resolved,Policy updated per customer request,2.0,True
-8334,2024-06-11 10:02:35,12459856276,1,Claims,2,claims,181,10.2,Update address,resolved,Escalated to claims adjuster,5.0,True
-8335,2024-06-11 10:08:30,18192620819,3,Policy Changes,6,general,163,9.6,Remove vehicle from policy,follow_up_needed,Resolved on first call,2.0,False
-8336,2024-06-11 10:10:00,13626468302,3,Policy Changes,5,general,176,3.5,Request payment plan,resolved,Customer disconnected before resolution,5.0,True
-8337,2024-06-11 10:15:16,19516516547,1,Claims,2,claims,0,5.0,Dispute claim denial,resolved,Payment processed successfully,4.0,True
-8338,2024-06-11 10:30:57,19368602626,3,Policy Changes,5,general,164,4.9,Inquire about premium increase,transferred,Customer disconnected before resolution,1.0,False
-8339,2024-06-11 10:37:10,12803316514,2,Billing & Payments,8,billing,155,5.6,Dispute claim denial,follow_up_needed,Escalated to claims adjuster,3.0,False
-8340,2024-06-11 10:48:54,16529290617,0,Speak to Agent,6,general,130,7.4,Change coverage level,resolved,Customer requested manager,5.0,True
-8341,2024-06-11 11:32:09,12139007294,1,Claims,2,claims,40,9.0,Report accident,follow_up_needed,Payment processed successfully,5.0,False
-8342,2024-06-11 11:36:49,17437061737,1,Claims,7,claims,31,6.7,Request proof of insurance,resolved,Policy updated per customer request,2.0,True
-8343,2024-06-11 11:44:41,17254102398,1,Claims,2,claims,270,7.9,Remove vehicle from policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-8344,2024-06-11 11:54:46,12569759540,3,Policy Changes,5,general,78,0.0,Report accident,abandoned,Customer abandoned,,False
-8345,2024-06-11 11:56:07,15320643685,1,Claims,2,claims,239,6.0,Add driver to policy,resolved,Customer requested manager,4.0,True
-8346,2024-06-11 11:56:39,16930763192,1,Claims,1,claims,224,2.9,Payment not processed,resolved,Customer requested manager,3.0,True
-8347,2024-06-11 11:57:53,19075000710,1,Claims,1,claims,144,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-8348,2024-06-11 11:58:15,17204690532,3,Policy Changes,5,general,248,2.6,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-8349,2024-06-11 12:00:10,17361518265,0,Speak to Agent,6,general,45,10.8,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-8350,2024-06-11 12:15:33,15175725855,2,Billing & Payments,3,billing,288,0.0,Update address,abandoned,Customer abandoned,,False
-8351,2024-06-11 12:21:02,19366857850,3,Policy Changes,5,general,158,5.4,Update address,resolved,Customer disconnected before resolution,4.0,True
-8352,2024-06-11 12:37:03,19207805089,3,Policy Changes,6,general,97,3.8,Dispute claim denial,transferred,Callback scheduled for tomorrow,1.0,False
-8353,2024-06-11 12:37:32,14880166882,2,Billing & Payments,3,billing,209,5.4,Report accident,resolved,Policy updated per customer request,2.0,True
-8354,2024-06-11 12:57:57,16267569061,0,Speak to Agent,6,general,211,7.2,Request payment plan,resolved,Escalated to claims adjuster,5.0,True
-8355,2024-06-11 12:59:47,17214193119,3,Policy Changes,5,general,225,7.5,Reinstate lapsed policy,resolved,Customer requested manager,3.0,True
-8356,2024-06-11 13:03:32,16074513816,1,Claims,2,claims,27,4.7,Inquire about premium increase,follow_up_needed,Transferred to supervisor,5.0,False
-8357,2024-06-11 13:21:36,12093551166,0,Speak to Agent,6,general,11,13.6,Update address,resolved,Policy updated per customer request,3.0,True
-8358,2024-06-11 13:31:19,17027710359,2,Billing & Payments,4,billing,76,2.4,Ask about discounts,follow_up_needed,Payment processed successfully,3.0,False
-8359,2024-06-11 13:49:05,19056995517,2,Billing & Payments,4,billing,162,5.1,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-8360,2024-06-11 14:02:23,13922720361,1,Claims,2,claims,38,6.8,General coverage question,resolved,Resolved on first call,3.0,True
-8361,2024-06-11 14:37:55,12229554155,0,Speak to Agent,5,general,151,5.4,Ask about deductible,resolved,Payment processed successfully,4.0,True
-8362,2024-06-11 14:56:01,16658575623,0,Speak to Agent,6,general,120,7.5,Add driver to policy,resolved,Customer disconnected before resolution,3.0,True
-8363,2024-06-11 15:06:51,18000822616,2,Billing & Payments,8,billing,32,6.6,Filing new auto claim,follow_up_needed,Customer disconnected before resolution,4.0,False
-8364,2024-06-11 15:28:21,18924564576,3,Policy Changes,5,general,214,4.8,Dispute claim denial,resolved,Policy updated per customer request,5.0,True
-8365,2024-06-11 15:31:42,13774912651,0,Speak to Agent,5,general,76,4.2,Payment not processed,resolved,Escalated to claims adjuster,4.0,True
-8366,2024-06-11 15:37:35,18864945785,4,New Quote,5,general,99,3.2,Update address,resolved,Payment processed successfully,4.0,True
-8367,2024-06-11 15:41:51,15749063139,3,Policy Changes,5,general,91,7.4,Payment not processed,follow_up_needed,Payment processed successfully,5.0,False
-8368,2024-06-11 16:01:27,13901182282,3,Policy Changes,6,general,93,0.0,Update payment method,abandoned,Customer abandoned,,False
-8369,2024-06-11 16:05:56,19069027320,2,Billing & Payments,8,billing,108,6.2,Claim status inquiry,follow_up_needed,Resolved on first call,4.0,False
-8370,2024-06-11 16:09:15,18438219141,2,Billing & Payments,4,billing,194,4.4,Change coverage level,resolved,Customer requested manager,4.0,True
-8371,2024-06-11 17:01:15,15945426485,2,Billing & Payments,4,billing,157,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-8372,2024-06-11 17:26:15,18349584802,0,Speak to Agent,6,general,232,11.6,Reinstate lapsed policy,resolved,Customer disconnected before resolution,3.0,True
-8373,2024-06-11 17:26:33,13878126918,3,Policy Changes,6,general,40,4.6,Report accident,transferred,Callback scheduled for tomorrow,3.0,False
-8374,2024-06-11 17:31:53,12948923176,4,New Quote,5,general,139,6.4,Ask about discounts,transferred,Policy updated per customer request,3.0,False
-8375,2024-06-11 17:40:55,15242720772,0,Speak to Agent,5,general,232,8.5,Inquire about premium increase,follow_up_needed,"Information provided, no action needed",4.0,False
-8376,2024-06-11 17:49:58,16306933937,2,Billing & Payments,4,billing,172,11.6,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-8377,2024-06-11 17:52:44,14806110358,1,Claims,2,claims,209,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-8378,2024-06-11 18:10:26,16231513555,3,Policy Changes,6,general,0,6.6,Request ID cards,resolved,Payment processed successfully,4.0,True
-8379,2024-06-11 18:20:39,16194981905,4,New Quote,6,general,50,10.1,Claim status inquiry,resolved,Transferred to supervisor,5.0,True
-8380,2024-06-11 18:25:22,13731036601,1,Claims,7,claims,101,2.3,Ask about deductible,resolved,Customer requested manager,4.0,True
-8381,2024-06-11 18:27:41,12298024853,2,Billing & Payments,8,billing,132,7.5,General coverage question,resolved,Customer requested manager,3.0,True
-8382,2024-06-11 18:48:21,16363283942,3,Policy Changes,5,general,104,0.0,Request ID cards,abandoned,Customer abandoned,,False
-8383,2024-06-11 18:57:40,18626357000,3,Policy Changes,6,general,58,10.1,Update payment method,resolved,Payment processed successfully,4.0,True
-8384,2024-06-11 18:59:03,15433689737,0,Speak to Agent,6,general,56,7.7,Filing new auto claim,resolved,Escalated to claims adjuster,3.0,True
-8385,2024-06-12 07:11:40,17407942015,1,Claims,1,claims,268,9.5,Ask about deductible,follow_up_needed,"Information provided, no action needed",3.0,False
-8386,2024-06-12 07:34:57,12892099666,3,Policy Changes,5,general,115,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-8387,2024-06-12 08:19:10,14851634254,3,Policy Changes,5,general,179,3.3,Add driver to policy,resolved,Customer requested manager,4.0,True
-8388,2024-06-12 08:40:55,16061412424,3,Policy Changes,5,general,224,5.1,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-8389,2024-06-12 09:13:28,14954182730,2,Billing & Payments,4,billing,0,5.8,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-8390,2024-06-12 09:14:02,19190642188,2,Billing & Payments,3,billing,189,1.9,Update address,resolved,Callback scheduled for tomorrow,3.0,True
-8391,2024-06-12 09:24:21,15436987484,4,New Quote,5,general,0,9.3,Filing new auto claim,resolved,Customer requested manager,3.0,True
-8392,2024-06-12 09:25:52,18946663959,4,New Quote,6,general,160,6.8,Change coverage level,resolved,Callback scheduled for tomorrow,5.0,True
-8393,2024-06-12 09:26:12,18144708749,1,Claims,7,claims,214,3.6,Remove vehicle from policy,resolved,Customer disconnected before resolution,5.0,True
-8394,2024-06-12 09:28:58,14444767789,0,Speak to Agent,5,general,106,8.8,Ask about deductible,resolved,Resolved on first call,5.0,True
-8395,2024-06-12 09:31:16,14824099634,3,Policy Changes,6,general,162,8.7,Update address,resolved,Payment processed successfully,5.0,True
-8396,2024-06-12 09:32:06,14934478092,4,New Quote,5,general,125,8.0,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,3.0,False
-8397,2024-06-12 09:37:08,12756723288,4,New Quote,6,general,209,9.0,Request payment plan,resolved,Policy updated per customer request,3.0,True
-8398,2024-06-12 09:45:40,12703049132,4,New Quote,6,general,181,5.5,Complaint about service,resolved,"Claim filed, reference number provided",3.0,True
-8399,2024-06-12 10:01:25,14974754263,1,Claims,7,claims,0,6.3,Update payment method,resolved,"Information provided, no action needed",4.0,True
-8400,2024-06-12 10:06:32,14605395349,2,Billing & Payments,4,billing,108,0.5,Add driver to policy,transferred,Payment processed successfully,2.0,False
-8401,2024-06-12 10:14:09,12282619557,1,Claims,1,claims,127,0.0,Request ID cards,abandoned,Customer abandoned,,False
-8402,2024-06-12 10:18:01,19945911257,2,Billing & Payments,4,billing,273,5.9,Request proof of insurance,resolved,"Claim filed, reference number provided",3.0,True
-8403,2024-06-12 10:20:49,13053633791,3,Policy Changes,5,general,87,4.1,Request ID cards,resolved,Payment processed successfully,3.0,True
-8404,2024-06-12 10:31:33,16486112449,1,Claims,1,claims,141,5.9,Report accident,resolved,Customer disconnected before resolution,5.0,True
-8405,2024-06-12 11:02:43,14550991547,2,Billing & Payments,8,billing,226,4.0,Request payment plan,resolved,Transferred to supervisor,3.0,True
-8406,2024-06-12 11:07:18,15726308025,4,New Quote,5,general,13,4.0,Request proof of insurance,resolved,Resolved on first call,5.0,True
-8407,2024-06-12 11:25:34,13185005694,0,Speak to Agent,6,general,257,7.7,Filing new auto claim,resolved,"Information provided, no action needed",4.0,True
-8408,2024-06-12 11:31:46,13906959225,0,Speak to Agent,6,general,133,6.8,Filing new auto claim,resolved,Callback scheduled for tomorrow,2.0,True
-8409,2024-06-12 11:35:40,17067738094,3,Policy Changes,5,general,49,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-8410,2024-06-12 11:36:51,17961523253,3,Policy Changes,6,general,97,12.1,Cancel policy,resolved,Transferred to supervisor,4.0,True
-8411,2024-06-12 11:38:23,15471409654,4,New Quote,5,general,156,5.6,Complaint about service,resolved,Policy updated per customer request,5.0,True
-8412,2024-06-12 11:39:04,19943820221,3,Policy Changes,5,general,59,7.0,Change coverage level,resolved,Payment processed successfully,3.0,True
-8413,2024-06-12 11:57:08,16413043075,4,New Quote,5,general,173,6.4,Inquire about premium increase,resolved,Customer disconnected before resolution,3.0,True
-8414,2024-06-12 11:59:33,19040525924,1,Claims,7,claims,178,5.0,Dispute claim denial,resolved,Payment processed successfully,3.0,True
-8415,2024-06-12 12:07:20,17672541840,0,Speak to Agent,6,general,68,10.6,Cancel policy,resolved,Customer disconnected before resolution,4.0,True
-8416,2024-06-12 12:21:44,19850898624,1,Claims,2,claims,195,6.8,Complaint about service,resolved,Resolved on first call,5.0,True
-8417,2024-06-12 13:17:23,17926962924,2,Billing & Payments,4,billing,119,5.4,Payment not processed,resolved,Callback scheduled for tomorrow,5.0,True
-8418,2024-06-12 13:19:10,19956198683,1,Claims,2,claims,314,3.1,Request payment plan,resolved,Customer disconnected before resolution,3.0,True
-8419,2024-06-12 13:25:20,19821389708,1,Claims,1,claims,0,9.4,Reinstate lapsed policy,transferred,"Claim filed, reference number provided",3.0,False
-8420,2024-06-12 13:38:09,14384183714,2,Billing & Payments,3,billing,189,2.7,Complaint about service,follow_up_needed,Resolved on first call,2.0,False
-8421,2024-06-12 13:58:33,17840544406,1,Claims,2,claims,17,9.3,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-8422,2024-06-12 14:05:59,12210540463,4,New Quote,6,general,176,6.0,Request proof of insurance,follow_up_needed,Customer disconnected before resolution,4.0,False
-8423,2024-06-12 14:09:08,15327624571,0,Speak to Agent,6,general,0,14.3,Inquire about premium increase,follow_up_needed,Customer requested manager,3.0,False
-8424,2024-06-12 14:28:04,19459397722,3,Policy Changes,6,general,45,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-8425,2024-06-12 14:29:40,15311541525,3,Policy Changes,6,general,75,6.5,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-8426,2024-06-12 14:32:48,12647461156,3,Policy Changes,6,general,154,10.9,Update payment method,resolved,"Claim filed, reference number provided",3.0,True
-8427,2024-06-12 14:41:31,14532120229,1,Claims,2,claims,92,10.2,Request ID cards,resolved,Policy updated per customer request,3.0,True
-8428,2024-06-12 14:43:47,12598675619,1,Claims,1,claims,81,5.2,Ask about deductible,follow_up_needed,Payment processed successfully,3.0,False
-8429,2024-06-12 14:55:53,17188098386,3,Policy Changes,5,general,24,5.9,Ask about deductible,resolved,Callback scheduled for tomorrow,3.0,True
-8430,2024-06-12 14:58:33,13463038047,3,Policy Changes,6,general,77,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-8431,2024-06-12 14:59:22,15807835174,4,New Quote,5,general,175,2.7,Request ID cards,transferred,Transferred to supervisor,3.0,False
-8432,2024-06-12 14:59:59,13024360489,2,Billing & Payments,4,billing,57,10.5,Update address,resolved,Customer requested manager,3.0,True
-8433,2024-06-12 15:56:34,19379492961,3,Policy Changes,6,general,137,10.2,Update address,follow_up_needed,Escalated to claims adjuster,2.0,False
-8434,2024-06-12 16:01:53,16996690270,3,Policy Changes,6,general,179,9.3,Add driver to policy,transferred,"Information provided, no action needed",1.0,False
-8435,2024-06-12 16:38:17,14861926069,3,Policy Changes,5,general,117,3.0,Remove vehicle from policy,follow_up_needed,Customer disconnected before resolution,2.0,False
-8436,2024-06-12 16:40:31,12585492690,4,New Quote,6,general,298,7.6,Claim status inquiry,resolved,Policy updated per customer request,2.0,True
-8437,2024-06-12 17:09:52,18118115272,1,Claims,2,claims,61,10.5,Change coverage level,resolved,"Information provided, no action needed",3.0,True
-8438,2024-06-12 17:21:49,14564378139,3,Policy Changes,5,general,94,6.0,Reinstate lapsed policy,resolved,Transferred to supervisor,3.0,True
-8439,2024-06-12 17:24:52,15790808659,1,Claims,7,claims,197,7.6,Payment not processed,transferred,Resolved on first call,3.0,False
-8440,2024-06-12 17:51:50,16643467348,3,Policy Changes,5,general,130,2.3,General coverage question,resolved,Customer disconnected before resolution,1.0,True
-8441,2024-06-12 18:34:13,17736155781,2,Billing & Payments,4,billing,143,8.0,Reinstate lapsed policy,follow_up_needed,Resolved on first call,3.0,False
-8442,2024-06-12 18:35:25,15572457331,0,Speak to Agent,6,general,182,8.7,Add driver to policy,resolved,"Information provided, no action needed",5.0,True
-8443,2024-06-12 18:38:54,15589587698,1,Claims,1,claims,131,9.6,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,3.0,False
-8444,2024-06-12 18:50:08,17454669086,2,Billing & Payments,3,billing,196,6.0,Complaint about service,resolved,Policy updated per customer request,4.0,True
-8445,2024-06-12 18:50:19,17348896381,2,Billing & Payments,3,billing,0,0.5,Inquire about premium increase,resolved,Customer requested manager,3.0,True
-8446,2024-06-12 18:53:24,19820877852,3,Policy Changes,5,general,103,6.7,Cancel policy,resolved,Customer requested manager,3.0,True
-8447,2024-06-13 07:01:17,16381833707,0,Speak to Agent,6,general,67,5.6,Ask about discounts,resolved,"Claim filed, reference number provided",5.0,True
-8448,2024-06-13 07:10:25,13517350336,3,Policy Changes,5,general,24,2.0,Update payment method,follow_up_needed,Customer disconnected before resolution,4.0,False
-8449,2024-06-13 07:54:17,18393625989,2,Billing & Payments,8,billing,140,7.2,Report accident,follow_up_needed,Escalated to claims adjuster,4.0,False
-8450,2024-06-13 07:54:28,15523618761,3,Policy Changes,6,general,177,10.5,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-8451,2024-06-13 08:10:55,19051356002,1,Claims,2,claims,107,14.6,Filing new auto claim,transferred,Policy updated per customer request,2.0,False
-8452,2024-06-13 08:26:31,13335096946,1,Claims,7,claims,143,9.0,Ask about discounts,resolved,Transferred to supervisor,5.0,True
-8453,2024-06-13 08:43:05,16651332069,1,Claims,1,claims,193,6.4,Update address,resolved,Customer disconnected before resolution,4.0,True
-8454,2024-06-13 09:00:54,17672192183,0,Speak to Agent,5,general,238,1.6,Report accident,resolved,Customer disconnected before resolution,4.0,True
-8455,2024-06-13 09:02:44,18328402436,0,Speak to Agent,5,general,109,2.8,Update address,resolved,Resolved on first call,4.0,True
-8456,2024-06-13 09:06:39,19735375386,2,Billing & Payments,8,billing,159,3.7,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-8457,2024-06-13 09:07:37,16129594238,1,Claims,2,claims,0,8.4,General coverage question,transferred,Escalated to claims adjuster,3.0,False
-8458,2024-06-13 09:08:55,16413767676,4,New Quote,5,general,10,5.8,Request ID cards,transferred,Customer requested manager,4.0,False
-8459,2024-06-13 09:19:02,13322199381,1,Claims,7,claims,14,5.6,Ask about deductible,follow_up_needed,"Information provided, no action needed",2.0,False
-8460,2024-06-13 09:22:28,13697825073,3,Policy Changes,5,general,143,5.2,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",2.0,False
-8461,2024-06-13 09:25:18,19927361122,4,New Quote,6,general,113,4.8,Update address,resolved,"Information provided, no action needed",4.0,True
-8462,2024-06-13 09:28:40,16787919690,1,Claims,1,claims,143,6.4,Ask about deductible,resolved,Resolved on first call,5.0,True
-8463,2024-06-13 09:54:11,12779497858,1,Claims,7,claims,77,5.7,Payment not processed,resolved,Customer requested manager,5.0,True
-8464,2024-06-13 10:09:22,16686161439,0,Speak to Agent,6,general,203,7.6,Dispute claim denial,transferred,Policy updated per customer request,3.0,False
-8465,2024-06-13 10:13:06,12422248786,3,Policy Changes,6,general,63,10.4,Ask about discounts,resolved,Customer disconnected before resolution,5.0,True
-8466,2024-06-13 10:14:38,18506736272,2,Billing & Payments,4,billing,23,4.3,Cancel policy,resolved,Policy updated per customer request,5.0,True
-8467,2024-06-13 10:26:36,14314114588,1,Claims,7,claims,208,7.2,Complaint about service,transferred,Customer requested manager,1.0,False
-8468,2024-06-13 10:40:51,16917676245,3,Policy Changes,6,general,274,12.7,Request ID cards,follow_up_needed,Escalated to claims adjuster,4.0,False
-8469,2024-06-13 10:42:46,17079629097,4,New Quote,6,general,69,4.6,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,4.0,True
-8470,2024-06-13 10:51:50,16725019745,4,New Quote,5,general,69,4.7,Inquire about premium increase,transferred,"Information provided, no action needed",3.0,False
-8471,2024-06-13 11:03:46,13679175067,0,Speak to Agent,5,general,48,1.6,Update payment method,resolved,"Information provided, no action needed",5.0,True
-8472,2024-06-13 11:08:07,17110841988,3,Policy Changes,5,general,218,9.9,Update address,resolved,Payment processed successfully,4.0,True
-8473,2024-06-13 11:08:22,15690526013,0,Speak to Agent,5,general,18,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-8474,2024-06-13 11:10:05,16687766882,4,New Quote,6,general,66,10.1,Add driver to policy,transferred,Customer disconnected before resolution,3.0,False
-8475,2024-06-13 11:17:21,15687144045,0,Speak to Agent,6,general,132,6.9,Request payment plan,follow_up_needed,Escalated to claims adjuster,4.0,False
-8476,2024-06-13 11:21:45,17405740442,0,Speak to Agent,5,general,267,3.6,Request ID cards,follow_up_needed,Customer requested manager,3.0,False
-8477,2024-06-13 11:32:46,17572090270,3,Policy Changes,5,general,157,8.2,Claim status inquiry,transferred,"Information provided, no action needed",5.0,False
-8478,2024-06-13 11:40:51,13435340933,3,Policy Changes,6,general,250,6.7,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-8479,2024-06-13 11:50:37,18227393746,0,Speak to Agent,6,general,80,10.0,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-8480,2024-06-13 11:59:24,12894758418,4,New Quote,6,general,249,8.9,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-8481,2024-06-13 12:09:12,19780672013,3,Policy Changes,5,general,9,5.9,Reinstate lapsed policy,transferred,"Information provided, no action needed",4.0,False
-8482,2024-06-13 12:20:40,18642015271,4,New Quote,5,general,70,5.0,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-8483,2024-06-13 12:46:27,15014509219,2,Billing & Payments,3,billing,150,3.6,Request ID cards,follow_up_needed,"Claim filed, reference number provided",4.0,False
-8484,2024-06-13 12:58:13,15376976322,3,Policy Changes,5,general,43,5.8,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-8485,2024-06-13 13:04:20,16873487629,0,Speak to Agent,5,general,137,4.8,Remove vehicle from policy,resolved,"Information provided, no action needed",1.0,True
-8486,2024-06-13 13:23:30,18305943715,4,New Quote,5,general,112,7.3,Inquire about premium increase,resolved,Payment processed successfully,4.0,True
-8487,2024-06-13 13:25:14,13114605594,2,Billing & Payments,8,billing,357,4.7,Claim status inquiry,follow_up_needed,"Claim filed, reference number provided",3.0,False
-8488,2024-06-13 13:27:47,19596688507,1,Claims,1,claims,167,5.9,Remove vehicle from policy,transferred,Transferred to supervisor,4.0,False
-8489,2024-06-13 13:37:28,18170869494,2,Billing & Payments,4,billing,0,10.2,Report accident,resolved,Payment processed successfully,5.0,True
-8490,2024-06-13 14:31:33,16552034978,4,New Quote,6,general,54,0.0,Payment not processed,abandoned,Customer abandoned,,False
-8491,2024-06-13 14:45:12,12981041201,2,Billing & Payments,4,billing,20,4.0,Payment not processed,resolved,Customer disconnected before resolution,4.0,True
-8492,2024-06-13 14:46:49,16237477378,0,Speak to Agent,6,general,0,3.9,General coverage question,follow_up_needed,"Information provided, no action needed",3.0,False
-8493,2024-06-13 15:01:31,19247644336,0,Speak to Agent,6,general,208,9.8,Add driver to policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-8494,2024-06-13 15:15:30,12653321628,2,Billing & Payments,8,billing,157,1.4,Ask about discounts,transferred,"Information provided, no action needed",3.0,False
-8495,2024-06-13 15:47:19,15975686839,0,Speak to Agent,6,general,279,10.0,Claim status inquiry,resolved,"Information provided, no action needed",3.0,True
-8496,2024-06-13 16:24:56,14514021241,0,Speak to Agent,5,general,70,3.8,Cancel policy,follow_up_needed,"Claim filed, reference number provided",2.0,False
-8497,2024-06-13 16:30:59,14409484264,1,Claims,2,claims,67,8.5,General coverage question,resolved,"Information provided, no action needed",4.0,True
-8498,2024-06-13 16:37:09,19060178237,1,Claims,7,claims,3,3.4,Cancel policy,resolved,Policy updated per customer request,3.0,True
-8499,2024-06-13 17:09:46,19030543749,0,Speak to Agent,6,general,0,7.4,Update payment method,resolved,Payment processed successfully,3.0,True
-8500,2024-06-13 17:12:34,14622399418,4,New Quote,5,general,4,9.1,Add driver to policy,follow_up_needed,Customer disconnected before resolution,5.0,False
-8501,2024-06-13 17:22:48,18364201607,2,Billing & Payments,8,billing,265,4.0,Ask about deductible,transferred,Payment processed successfully,3.0,False
-8502,2024-06-13 17:52:48,18342216847,2,Billing & Payments,8,billing,272,8.1,Request proof of insurance,resolved,Transferred to supervisor,3.0,True
-8503,2024-06-13 18:39:12,18141862720,1,Claims,7,claims,132,9.6,Request proof of insurance,follow_up_needed,Customer disconnected before resolution,3.0,False
-8504,2024-06-14 07:07:57,12779890795,2,Billing & Payments,4,billing,58,9.1,Request ID cards,follow_up_needed,Policy updated per customer request,3.0,False
-8505,2024-06-14 07:11:47,15545349712,0,Speak to Agent,6,general,124,8.4,Complaint about service,resolved,Payment processed successfully,3.0,True
-8506,2024-06-14 07:17:19,13945854388,4,New Quote,5,general,107,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-8507,2024-06-14 07:28:02,18600606861,0,Speak to Agent,5,general,165,10.4,Payment not processed,resolved,Resolved on first call,3.0,True
-8508,2024-06-14 07:29:43,15579517704,4,New Quote,6,general,52,5.7,Cancel policy,resolved,"Claim filed, reference number provided",5.0,True
-8509,2024-06-14 08:03:47,16149702422,3,Policy Changes,5,general,84,7.6,Dispute claim denial,resolved,"Information provided, no action needed",5.0,True
-8510,2024-06-14 08:04:28,13107253632,4,New Quote,5,general,245,6.7,Complaint about service,resolved,Resolved on first call,2.0,True
-8511,2024-06-14 08:17:54,19290010115,0,Speak to Agent,6,general,142,5.4,General coverage question,follow_up_needed,Transferred to supervisor,2.0,False
-8512,2024-06-14 09:03:58,15091498366,2,Billing & Payments,4,billing,92,6.0,Dispute claim denial,resolved,Customer requested manager,4.0,True
-8513,2024-06-14 09:08:16,12030256868,3,Policy Changes,6,general,109,3.4,Reinstate lapsed policy,resolved,Customer disconnected before resolution,3.0,True
-8514,2024-06-14 09:10:01,12081407920,1,Claims,1,claims,187,4.9,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-8515,2024-06-14 09:12:23,17038495847,1,Claims,7,claims,187,9.5,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-8516,2024-06-14 09:13:37,19429043463,3,Policy Changes,5,general,55,5.7,Payment not processed,resolved,Escalated to claims adjuster,4.0,True
-8517,2024-06-14 09:15:45,18060211173,1,Claims,2,claims,169,3.2,Payment not processed,resolved,Transferred to supervisor,5.0,True
-8518,2024-06-14 09:21:20,16100905983,3,Policy Changes,6,general,249,9.9,General coverage question,resolved,Customer disconnected before resolution,3.0,True
-8519,2024-06-14 09:22:06,18381342577,2,Billing & Payments,8,billing,190,3.2,Update payment method,resolved,Payment processed successfully,5.0,True
-8520,2024-06-14 09:26:17,16599768773,1,Claims,2,claims,205,10.9,General coverage question,transferred,Policy updated per customer request,4.0,False
-8521,2024-06-14 09:35:55,13210120407,4,New Quote,5,general,126,4.0,Add driver to policy,resolved,"Information provided, no action needed",3.0,True
-8522,2024-06-14 09:36:07,16198871014,2,Billing & Payments,4,billing,211,6.3,Cancel policy,resolved,"Information provided, no action needed",4.0,True
-8523,2024-06-14 09:37:06,17987854685,1,Claims,7,claims,85,5.5,Cancel policy,resolved,Policy updated per customer request,5.0,True
-8524,2024-06-14 09:52:41,18179187432,2,Billing & Payments,3,billing,236,6.6,Remove vehicle from policy,resolved,Policy updated per customer request,5.0,True
-8525,2024-06-14 09:52:54,18991902256,1,Claims,2,claims,151,3.6,Payment not processed,resolved,Policy updated per customer request,5.0,True
-8526,2024-06-14 09:54:51,17520198866,1,Claims,1,claims,118,7.0,Filing new auto claim,transferred,Transferred to supervisor,2.0,False
-8527,2024-06-14 09:57:34,16711099996,0,Speak to Agent,5,general,0,8.5,Ask about deductible,resolved,"Claim filed, reference number provided",2.0,True
-8528,2024-06-14 10:01:07,19710204400,0,Speak to Agent,6,general,88,6.8,Update address,resolved,"Information provided, no action needed",2.0,True
-8529,2024-06-14 10:19:03,18842373536,4,New Quote,6,general,103,11.9,Add driver to policy,transferred,Callback scheduled for tomorrow,3.0,False
-8530,2024-06-14 10:29:36,12753479477,4,New Quote,5,general,63,1.2,Dispute claim denial,resolved,Customer disconnected before resolution,4.0,True
-8531,2024-06-14 10:30:37,16682398512,1,Claims,1,claims,70,8.8,Remove vehicle from policy,follow_up_needed,"Information provided, no action needed",4.0,False
-8532,2024-06-14 10:31:17,13536682637,1,Claims,1,claims,305,7.7,Remove vehicle from policy,transferred,Escalated to claims adjuster,3.0,False
-8533,2024-06-14 10:35:11,14765371001,0,Speak to Agent,6,general,230,6.6,Report accident,resolved,"Information provided, no action needed",4.0,True
-8534,2024-06-14 10:52:25,17022709217,4,New Quote,5,general,112,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-8535,2024-06-14 10:53:06,16374057848,3,Policy Changes,6,general,172,9.1,Request payment plan,resolved,Transferred to supervisor,5.0,True
-8536,2024-06-14 10:56:34,14278381990,3,Policy Changes,6,general,58,8.9,Request ID cards,resolved,Escalated to claims adjuster,2.0,True
-8537,2024-06-14 10:57:57,16972787412,0,Speak to Agent,6,general,126,3.7,Report accident,transferred,Payment processed successfully,3.0,False
-8538,2024-06-14 11:01:22,12114442966,3,Policy Changes,6,general,152,2.8,Update payment method,resolved,Policy updated per customer request,3.0,True
-8539,2024-06-14 11:01:49,16746794443,2,Billing & Payments,4,billing,47,3.8,Inquire about premium increase,resolved,Transferred to supervisor,3.0,True
-8540,2024-06-14 11:12:59,19958627233,0,Speak to Agent,6,general,107,8.2,Request proof of insurance,resolved,Transferred to supervisor,3.0,True
-8541,2024-06-14 11:20:23,12682974926,1,Claims,1,claims,47,8.3,Request proof of insurance,resolved,Customer disconnected before resolution,4.0,True
-8542,2024-06-14 11:44:56,19679147447,1,Claims,1,claims,53,5.1,General coverage question,resolved,Customer requested manager,3.0,True
-8543,2024-06-14 11:48:00,13924876557,4,New Quote,5,general,3,6.8,Filing new auto claim,transferred,Resolved on first call,2.0,False
-8544,2024-06-14 11:48:29,13050055617,3,Policy Changes,5,general,67,1.5,Report accident,resolved,Transferred to supervisor,5.0,True
-8545,2024-06-14 11:50:56,12644159401,0,Speak to Agent,5,general,41,5.4,Change coverage level,follow_up_needed,Resolved on first call,4.0,False
-8546,2024-06-14 11:59:14,15516362127,2,Billing & Payments,4,billing,116,6.3,Cancel policy,resolved,Payment processed successfully,4.0,True
-8547,2024-06-14 11:59:20,14869911351,4,New Quote,6,general,160,12.9,Update address,resolved,Customer disconnected before resolution,3.0,True
-8548,2024-06-14 12:34:13,12062637172,1,Claims,1,claims,148,7.6,Complaint about service,resolved,Escalated to claims adjuster,2.0,True
-8549,2024-06-14 12:41:09,16502907227,2,Billing & Payments,8,billing,88,3.7,Request ID cards,resolved,Resolved on first call,1.0,True
-8550,2024-06-14 13:03:43,18386695058,3,Policy Changes,6,general,169,9.7,Update payment method,resolved,Payment processed successfully,4.0,True
-8551,2024-06-14 13:21:13,12256851301,3,Policy Changes,6,general,146,11.7,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-8552,2024-06-14 13:25:03,12617917957,3,Policy Changes,5,general,243,5.6,Payment not processed,resolved,Callback scheduled for tomorrow,5.0,True
-8553,2024-06-14 13:54:56,14995715052,4,New Quote,5,general,0,4.3,Ask about discounts,resolved,Customer disconnected before resolution,5.0,True
-8554,2024-06-14 14:00:15,14654614291,2,Billing & Payments,8,billing,0,9.7,Reinstate lapsed policy,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-8555,2024-06-14 14:14:48,17513314968,3,Policy Changes,5,general,23,1.8,Ask about deductible,follow_up_needed,Payment processed successfully,4.0,False
-8556,2024-06-14 14:27:55,18781401787,0,Speak to Agent,6,general,0,8.7,Remove vehicle from policy,resolved,Policy updated per customer request,4.0,True
-8557,2024-06-14 14:38:37,17614943474,4,New Quote,6,general,260,4.7,Ask about deductible,resolved,Escalated to claims adjuster,5.0,True
-8558,2024-06-14 14:40:08,15488363479,4,New Quote,6,general,218,13.7,Ask about deductible,resolved,Callback scheduled for tomorrow,5.0,True
-8559,2024-06-14 14:57:54,16625283962,0,Speak to Agent,6,general,188,5.7,Change coverage level,resolved,Callback scheduled for tomorrow,3.0,True
-8560,2024-06-14 15:24:18,12994989787,1,Claims,7,claims,156,5.6,Complaint about service,transferred,Transferred to supervisor,3.0,False
-8561,2024-06-14 15:26:15,18011642738,2,Billing & Payments,3,billing,32,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-8562,2024-06-14 15:55:21,19255454778,1,Claims,7,claims,91,7.3,Change coverage level,follow_up_needed,Escalated to claims adjuster,3.0,False
-8563,2024-06-14 16:05:53,16845211245,3,Policy Changes,5,general,14,3.6,Cancel policy,follow_up_needed,Escalated to claims adjuster,1.0,False
-8564,2024-06-14 16:11:05,12851117841,2,Billing & Payments,8,billing,114,7.1,Filing new auto claim,resolved,Policy updated per customer request,5.0,True
-8565,2024-06-14 16:23:16,19000185680,4,New Quote,6,general,126,6.7,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-8566,2024-06-14 16:34:06,19617940673,1,Claims,1,claims,0,10.3,Cancel policy,resolved,Callback scheduled for tomorrow,4.0,True
-8567,2024-06-14 16:42:39,19725020055,2,Billing & Payments,8,billing,0,8.5,Update address,resolved,Escalated to claims adjuster,5.0,True
-8568,2024-06-14 16:51:35,19755018470,2,Billing & Payments,3,billing,32,5.9,Request proof of insurance,follow_up_needed,Payment processed successfully,4.0,False
-8569,2024-06-14 16:53:08,19811460146,0,Speak to Agent,6,general,0,7.8,Update payment method,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-8570,2024-06-14 16:57:06,14277760658,0,Speak to Agent,5,general,86,6.0,Report accident,resolved,Transferred to supervisor,4.0,True
-8571,2024-06-14 17:26:14,17572354902,0,Speak to Agent,6,general,282,5.3,Cancel policy,resolved,Callback scheduled for tomorrow,4.0,True
-8572,2024-06-14 17:57:30,17759405949,1,Claims,2,claims,60,6.3,General coverage question,resolved,Payment processed successfully,4.0,True
-8573,2024-06-14 18:11:53,13371889187,0,Speak to Agent,5,general,0,4.1,Request payment plan,transferred,Resolved on first call,3.0,False
-8574,2024-06-14 18:29:50,16710479294,1,Claims,2,claims,235,10.4,Update payment method,resolved,Payment processed successfully,4.0,True
-8575,2024-06-14 18:34:01,15534690415,2,Billing & Payments,3,billing,48,6.8,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-8576,2024-06-14 18:57:45,16725958352,3,Policy Changes,6,general,89,8.1,Ask about discounts,follow_up_needed,Policy updated per customer request,3.0,False
-8577,2024-06-15 09:03:30,13015105943,0,Speak to Agent,5,general,105,2.5,Report accident,resolved,Resolved on first call,3.0,True
-8578,2024-06-15 09:10:56,16127326903,2,Billing & Payments,3,billing,66,3.1,Claim status inquiry,follow_up_needed,"Claim filed, reference number provided",2.0,False
-8579,2024-06-15 09:14:46,16719343163,3,Policy Changes,5,general,93,5.1,Claim status inquiry,follow_up_needed,Escalated to claims adjuster,3.0,False
-8580,2024-06-15 09:33:45,17750251983,1,Claims,7,claims,191,4.9,Request ID cards,resolved,"Information provided, no action needed",3.0,True
-8581,2024-06-15 09:35:37,14404942040,2,Billing & Payments,4,billing,346,5.8,Request ID cards,resolved,Transferred to supervisor,5.0,True
-8582,2024-06-15 09:42:15,14667748981,1,Claims,1,claims,116,7.0,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-8583,2024-06-15 09:44:54,18441796357,0,Speak to Agent,6,general,85,4.1,Dispute claim denial,transferred,"Information provided, no action needed",4.0,False
-8584,2024-06-15 09:46:24,15687833976,1,Claims,2,claims,183,8.5,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",4.0,False
-8585,2024-06-15 09:49:45,17735627814,3,Policy Changes,5,general,134,4.4,Update payment method,follow_up_needed,Payment processed successfully,3.0,False
-8586,2024-06-15 10:04:41,13305669115,2,Billing & Payments,4,billing,229,4.6,Dispute claim denial,resolved,Callback scheduled for tomorrow,4.0,True
-8587,2024-06-15 10:08:19,15233934422,4,New Quote,5,general,151,2.6,Complaint about service,resolved,Transferred to supervisor,3.0,True
-8588,2024-06-15 10:19:27,16422981735,2,Billing & Payments,3,billing,0,4.9,Add driver to policy,resolved,"Claim filed, reference number provided",5.0,True
-8589,2024-06-15 10:21:23,14784369058,0,Speak to Agent,5,general,32,6.5,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-8590,2024-06-15 11:24:18,16895047050,1,Claims,2,claims,0,2.5,Inquire about premium increase,resolved,Callback scheduled for tomorrow,5.0,True
-8591,2024-06-15 11:33:21,13868150053,1,Claims,2,claims,142,6.3,Request ID cards,resolved,Customer disconnected before resolution,3.0,True
-8592,2024-06-15 11:38:56,16492763485,2,Billing & Payments,3,billing,193,1.8,Change coverage level,resolved,Callback scheduled for tomorrow,5.0,True
-8593,2024-06-15 12:05:00,19904135709,1,Claims,7,claims,191,7.6,Claim status inquiry,resolved,Callback scheduled for tomorrow,5.0,True
-8594,2024-06-15 12:22:59,18725912839,0,Speak to Agent,6,general,206,9.9,Filing new auto claim,resolved,"Claim filed, reference number provided",4.0,True
-8595,2024-06-15 12:31:53,14239982482,4,New Quote,6,general,87,9.2,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-8596,2024-06-15 12:37:59,13270794842,1,Claims,2,claims,141,7.8,Request ID cards,transferred,Policy updated per customer request,2.0,False
-8597,2024-06-15 12:42:56,16732504356,3,Policy Changes,5,general,196,6.4,Claim status inquiry,resolved,Customer requested manager,4.0,True
-8598,2024-06-15 12:43:48,12346497674,2,Billing & Payments,3,billing,102,8.5,Request payment plan,resolved,Transferred to supervisor,3.0,True
-8599,2024-06-17 07:05:20,13163545736,0,Speak to Agent,6,general,261,6.0,Complaint about service,resolved,Policy updated per customer request,5.0,True
-8600,2024-06-17 07:06:06,17807702036,3,Policy Changes,6,general,39,9.1,Payment not processed,follow_up_needed,Payment processed successfully,1.0,False
-8601,2024-06-17 07:08:05,13016700080,3,Policy Changes,6,general,0,8.5,Request payment plan,resolved,Escalated to claims adjuster,5.0,True
-8602,2024-06-17 07:26:40,19007741752,1,Claims,2,claims,122,9.5,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",4.0,False
-8603,2024-06-17 07:34:49,17695828316,1,Claims,2,claims,222,6.3,Reinstate lapsed policy,resolved,Customer requested manager,5.0,True
-8604,2024-06-17 07:42:38,13937299825,3,Policy Changes,5,general,119,5.3,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-8605,2024-06-17 08:03:58,12135356957,4,New Quote,5,general,108,7.4,Change coverage level,transferred,Customer requested manager,2.0,False
-8606,2024-06-17 08:08:34,15123694912,4,New Quote,6,general,171,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-8607,2024-06-17 08:33:12,19136191700,1,Claims,2,claims,50,9.6,Ask about deductible,follow_up_needed,Transferred to supervisor,3.0,False
-8608,2024-06-17 09:15:09,17282583181,2,Billing & Payments,4,billing,0,5.6,Update address,follow_up_needed,Payment processed successfully,3.0,False
-8609,2024-06-17 09:21:33,15061725596,0,Speak to Agent,5,general,192,4.9,Request ID cards,resolved,Callback scheduled for tomorrow,2.0,True
-8610,2024-06-17 09:21:58,14341925761,3,Policy Changes,5,general,111,6.7,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-8611,2024-06-17 09:40:13,15604219317,1,Claims,2,claims,0,12.0,Request ID cards,resolved,Resolved on first call,5.0,True
-8612,2024-06-17 10:02:59,17904035873,4,New Quote,6,general,78,7.2,Ask about deductible,transferred,"Claim filed, reference number provided",2.0,False
-8613,2024-06-17 10:03:18,16992944692,2,Billing & Payments,3,billing,201,6.5,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-8614,2024-06-17 10:09:49,16684439401,3,Policy Changes,6,general,120,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-8615,2024-06-17 10:11:07,19806954161,1,Claims,2,claims,63,7.4,Update payment method,resolved,Customer disconnected before resolution,2.0,True
-8616,2024-06-17 10:11:21,13820711949,3,Policy Changes,5,general,96,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-8617,2024-06-17 10:19:47,13151269568,4,New Quote,6,general,48,11.6,Update payment method,follow_up_needed,"Information provided, no action needed",2.0,False
-8618,2024-06-17 10:58:48,14099140343,4,New Quote,6,general,101,7.1,Ask about deductible,follow_up_needed,Escalated to claims adjuster,3.0,False
-8619,2024-06-17 10:59:13,19892226050,2,Billing & Payments,4,billing,116,8.6,Ask about deductible,transferred,Resolved on first call,3.0,False
-8620,2024-06-17 11:18:45,18073424015,3,Policy Changes,5,general,107,9.5,Filing new auto claim,resolved,Resolved on first call,3.0,True
-8621,2024-06-17 11:19:04,17418783956,1,Claims,1,claims,0,4.5,Report accident,follow_up_needed,"Information provided, no action needed",3.0,False
-8622,2024-06-17 11:23:34,15975987343,3,Policy Changes,5,general,37,6.1,Claim status inquiry,resolved,Resolved on first call,4.0,True
-8623,2024-06-17 11:24:30,17038330463,1,Claims,2,claims,128,11.5,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-8624,2024-06-17 11:27:59,17675946408,4,New Quote,6,general,246,5.3,Reinstate lapsed policy,follow_up_needed,Customer disconnected before resolution,4.0,False
-8625,2024-06-17 11:29:49,15296083603,3,Policy Changes,5,general,98,7.6,Payment not processed,follow_up_needed,Policy updated per customer request,3.0,False
-8626,2024-06-17 11:41:57,16730734111,0,Speak to Agent,6,general,0,7.6,Ask about deductible,resolved,Customer requested manager,4.0,True
-8627,2024-06-17 11:54:01,14224877705,2,Billing & Payments,8,billing,33,5.2,Payment not processed,transferred,Payment processed successfully,2.0,False
-8628,2024-06-17 12:03:32,18699349717,2,Billing & Payments,4,billing,252,2.7,Request ID cards,resolved,Resolved on first call,4.0,True
-8629,2024-06-17 12:26:08,18821713608,0,Speak to Agent,6,general,178,8.9,Dispute claim denial,resolved,Customer requested manager,4.0,True
-8630,2024-06-17 12:30:50,16123455189,2,Billing & Payments,4,billing,32,9.0,Change coverage level,follow_up_needed,"Claim filed, reference number provided",3.0,False
-8631,2024-06-17 12:30:58,18132936288,0,Speak to Agent,5,general,139,7.5,Dispute claim denial,follow_up_needed,Policy updated per customer request,3.0,False
-8632,2024-06-17 12:33:08,16618174534,2,Billing & Payments,4,billing,116,3.6,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-8633,2024-06-17 12:50:26,17641444213,3,Policy Changes,5,general,131,3.2,Cancel policy,resolved,"Information provided, no action needed",4.0,True
-8634,2024-06-17 12:52:39,17308364124,4,New Quote,5,general,144,5.0,Payment not processed,resolved,Resolved on first call,3.0,True
-8635,2024-06-17 12:56:43,12627795830,2,Billing & Payments,3,billing,155,4.0,Dispute claim denial,follow_up_needed,Policy updated per customer request,3.0,False
-8636,2024-06-17 13:18:09,13666607314,1,Claims,2,claims,195,12.5,Filing new auto claim,resolved,"Information provided, no action needed",2.0,True
-8637,2024-06-17 13:23:44,18905710207,1,Claims,2,claims,59,5.8,Complaint about service,follow_up_needed,Transferred to supervisor,3.0,False
-8638,2024-06-17 13:50:12,17958536257,1,Claims,2,claims,52,8.9,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-8639,2024-06-17 14:22:51,15173096315,0,Speak to Agent,5,general,65,5.0,Inquire about premium increase,resolved,Escalated to claims adjuster,3.0,True
-8640,2024-06-17 14:23:51,18299986778,4,New Quote,6,general,0,7.2,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-8641,2024-06-17 14:30:21,14805647413,2,Billing & Payments,4,billing,164,0.0,Payment not processed,abandoned,Customer abandoned,,False
-8642,2024-06-17 14:36:37,13733972598,3,Policy Changes,6,general,163,9.0,Update address,transferred,Callback scheduled for tomorrow,3.0,False
-8643,2024-06-17 14:40:37,14363140437,0,Speak to Agent,5,general,77,4.7,Cancel policy,resolved,Policy updated per customer request,3.0,True
-8644,2024-06-17 14:46:35,17127135255,3,Policy Changes,6,general,107,9.5,General coverage question,follow_up_needed,Transferred to supervisor,2.0,False
-8645,2024-06-17 15:49:22,18800455821,1,Claims,2,claims,295,4.8,Remove vehicle from policy,resolved,Resolved on first call,2.0,True
-8646,2024-06-17 15:56:25,17785862136,1,Claims,1,claims,137,6.2,Remove vehicle from policy,resolved,Policy updated per customer request,3.0,True
-8647,2024-06-17 16:05:53,15507406781,0,Speak to Agent,6,general,56,5.7,Update payment method,resolved,Callback scheduled for tomorrow,5.0,True
-8648,2024-06-17 16:15:38,12483166065,1,Claims,1,claims,228,7.3,Complaint about service,resolved,Customer requested manager,3.0,True
-8649,2024-06-17 16:19:19,16307342860,3,Policy Changes,5,general,271,2.2,Request payment plan,follow_up_needed,"Claim filed, reference number provided",2.0,False
-8650,2024-06-17 16:19:50,19593225298,3,Policy Changes,6,general,172,8.5,Request payment plan,follow_up_needed,Escalated to claims adjuster,3.0,False
-8651,2024-06-17 16:34:01,17657529135,1,Claims,2,claims,123,7.8,Reinstate lapsed policy,resolved,Policy updated per customer request,5.0,True
-8652,2024-06-17 16:35:50,16412788135,2,Billing & Payments,3,billing,218,6.7,General coverage question,follow_up_needed,Customer requested manager,5.0,False
-8653,2024-06-17 16:38:31,14393868448,3,Policy Changes,6,general,184,8.0,Inquire about premium increase,resolved,Resolved on first call,5.0,True
-8654,2024-06-17 16:47:17,19077798811,1,Claims,2,claims,23,9.8,Report accident,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-8655,2024-06-17 16:55:17,15491319443,2,Billing & Payments,3,billing,73,5.0,Update address,resolved,Transferred to supervisor,4.0,True
-8656,2024-06-17 17:00:31,12458991259,0,Speak to Agent,5,general,11,4.6,Update payment method,resolved,Escalated to claims adjuster,4.0,True
-8657,2024-06-17 17:15:37,16994287293,2,Billing & Payments,4,billing,77,8.4,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-8658,2024-06-17 17:19:20,18410507480,3,Policy Changes,5,general,195,0.5,Reinstate lapsed policy,follow_up_needed,Customer disconnected before resolution,4.0,False
-8659,2024-06-17 17:32:50,18750982928,1,Claims,1,claims,90,8.1,Filing new auto claim,resolved,Escalated to claims adjuster,5.0,True
-8660,2024-06-17 17:34:20,17815408542,4,New Quote,6,general,181,9.7,Payment not processed,follow_up_needed,Policy updated per customer request,4.0,False
-8661,2024-06-17 17:45:30,16917506876,0,Speak to Agent,5,general,194,3.2,Report accident,resolved,Escalated to claims adjuster,3.0,True
-8662,2024-06-17 17:46:31,13881962492,3,Policy Changes,6,general,12,12.4,Request proof of insurance,follow_up_needed,Resolved on first call,5.0,False
-8663,2024-06-17 17:59:02,14478046094,4,New Quote,6,general,137,10.9,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-8664,2024-06-17 18:01:54,14183439941,2,Billing & Payments,4,billing,42,5.9,Payment not processed,resolved,Payment processed successfully,2.0,True
-8665,2024-06-17 18:08:14,17567347351,0,Speak to Agent,5,general,180,4.4,Update payment method,resolved,"Information provided, no action needed",3.0,True
-8666,2024-06-17 18:10:21,19914320305,4,New Quote,5,general,260,5.9,Ask about deductible,follow_up_needed,Resolved on first call,2.0,False
-8667,2024-06-17 18:25:54,15562049506,4,New Quote,5,general,42,1.6,Cancel policy,resolved,Customer requested manager,4.0,True
-8668,2024-06-17 18:35:45,16790893629,2,Billing & Payments,8,billing,287,2.7,Remove vehicle from policy,transferred,Transferred to supervisor,4.0,False
-8669,2024-06-17 18:51:28,14252431863,2,Billing & Payments,8,billing,105,1.5,Request payment plan,resolved,Customer disconnected before resolution,1.0,True
-8670,2024-06-18 07:09:46,12692591908,1,Claims,2,claims,26,0.0,Request payment plan,abandoned,Customer abandoned,,False
-8671,2024-06-18 07:10:26,18368443973,4,New Quote,6,general,81,14.4,Update address,resolved,"Information provided, no action needed",3.0,True
-8672,2024-06-18 07:18:05,17642062862,4,New Quote,6,general,52,8.6,Cancel policy,resolved,Customer disconnected before resolution,5.0,True
-8673,2024-06-18 07:33:37,12267230507,1,Claims,2,claims,148,7.5,Request ID cards,follow_up_needed,Resolved on first call,2.0,False
-8674,2024-06-18 08:04:00,16656611224,4,New Quote,5,general,91,0.0,Cancel policy,abandoned,Customer abandoned,,False
-8675,2024-06-18 08:10:09,18400734977,1,Claims,1,claims,159,0.0,Change coverage level,abandoned,Customer abandoned,,False
-8676,2024-06-18 08:24:33,14727356182,0,Speak to Agent,5,general,125,6.1,Request payment plan,resolved,Resolved on first call,4.0,True
-8677,2024-06-18 08:49:42,12247264510,1,Claims,7,claims,21,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-8678,2024-06-18 09:09:18,12144054871,2,Billing & Payments,3,billing,76,7.6,Filing new auto claim,resolved,Transferred to supervisor,3.0,True
-8679,2024-06-18 09:10:39,16161666106,0,Speak to Agent,6,general,80,12.7,Ask about discounts,resolved,Escalated to claims adjuster,4.0,True
-8680,2024-06-18 09:22:04,16024617073,3,Policy Changes,5,general,243,8.1,Request ID cards,transferred,Customer requested manager,2.0,False
-8681,2024-06-18 09:38:07,18168536762,1,Claims,2,claims,157,7.1,Complaint about service,resolved,Resolved on first call,4.0,True
-8682,2024-06-18 09:46:22,17019663406,3,Policy Changes,5,general,78,2.1,Cancel policy,resolved,Policy updated per customer request,5.0,True
-8683,2024-06-18 09:59:17,16172588803,4,New Quote,6,general,129,9.8,Ask about deductible,resolved,Payment processed successfully,5.0,True
-8684,2024-06-18 10:07:58,14938077508,2,Billing & Payments,3,billing,0,6.5,Request payment plan,resolved,Transferred to supervisor,5.0,True
-8685,2024-06-18 10:16:05,12579864310,4,New Quote,6,general,283,7.7,Add driver to policy,follow_up_needed,"Information provided, no action needed",5.0,False
-8686,2024-06-18 10:16:48,13964497682,4,New Quote,6,general,54,6.6,Request payment plan,follow_up_needed,Payment processed successfully,3.0,False
-8687,2024-06-18 10:22:35,19531558474,2,Billing & Payments,4,billing,55,4.3,Reinstate lapsed policy,resolved,Transferred to supervisor,3.0,True
-8688,2024-06-18 10:42:43,13875116012,2,Billing & Payments,3,billing,130,5.3,Payment not processed,follow_up_needed,Customer requested manager,4.0,False
-8689,2024-06-18 11:00:51,19150043083,0,Speak to Agent,6,general,101,7.5,Cancel policy,resolved,Customer disconnected before resolution,5.0,True
-8690,2024-06-18 11:15:26,13873510538,3,Policy Changes,6,general,60,8.0,Remove vehicle from policy,resolved,Policy updated per customer request,4.0,True
-8691,2024-06-18 11:18:40,19931104125,2,Billing & Payments,3,billing,139,3.4,Filing new auto claim,follow_up_needed,"Information provided, no action needed",3.0,False
-8692,2024-06-18 11:24:54,16405232280,4,New Quote,6,general,87,4.8,Request ID cards,resolved,Escalated to claims adjuster,5.0,True
-8693,2024-06-18 11:35:58,13244469810,0,Speak to Agent,5,general,0,2.3,Update address,follow_up_needed,Payment processed successfully,4.0,False
-8694,2024-06-18 11:43:19,19622589133,4,New Quote,5,general,79,8.5,Request payment plan,resolved,Customer requested manager,4.0,True
-8695,2024-06-18 11:51:34,17990062280,1,Claims,2,claims,165,9.6,Add driver to policy,resolved,Customer disconnected before resolution,4.0,True
-8696,2024-06-18 12:09:39,18748161911,3,Policy Changes,5,general,103,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-8697,2024-06-18 12:24:33,13014040518,1,Claims,2,claims,107,6.0,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-8698,2024-06-18 12:39:26,19672443754,4,New Quote,5,general,216,5.8,Request proof of insurance,follow_up_needed,Policy updated per customer request,3.0,False
-8699,2024-06-18 12:42:07,15213225172,2,Billing & Payments,8,billing,93,1.7,General coverage question,follow_up_needed,Escalated to claims adjuster,2.0,False
-8700,2024-06-18 12:48:19,19646139224,1,Claims,1,claims,69,3.2,Update payment method,resolved,Policy updated per customer request,5.0,True
-8701,2024-06-18 12:53:05,17227770638,0,Speak to Agent,5,general,146,8.0,Filing new auto claim,resolved,Customer disconnected before resolution,5.0,True
-8702,2024-06-18 12:55:16,15968896283,4,New Quote,6,general,83,7.2,Change coverage level,follow_up_needed,Policy updated per customer request,3.0,False
-8703,2024-06-18 13:14:41,16238981581,4,New Quote,5,general,74,6.6,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-8704,2024-06-18 13:14:44,12970621373,4,New Quote,6,general,22,12.5,Add driver to policy,transferred,"Claim filed, reference number provided",3.0,False
-8705,2024-06-18 13:40:14,17554758507,2,Billing & Payments,3,billing,157,8.7,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-8706,2024-06-18 13:41:48,14101572610,1,Claims,7,claims,192,5.3,Cancel policy,resolved,Transferred to supervisor,4.0,True
-8707,2024-06-18 13:59:19,15751634492,0,Speak to Agent,5,general,261,7.6,Request payment plan,follow_up_needed,Resolved on first call,4.0,False
-8708,2024-06-18 14:21:04,15580430026,3,Policy Changes,5,general,78,6.6,Report accident,transferred,"Claim filed, reference number provided",3.0,False
-8709,2024-06-18 14:22:42,19898564216,2,Billing & Payments,4,billing,67,4.9,Dispute claim denial,follow_up_needed,Policy updated per customer request,2.0,False
-8710,2024-06-18 15:01:34,19174301491,2,Billing & Payments,4,billing,201,7.3,Claim status inquiry,follow_up_needed,Policy updated per customer request,1.0,False
-8711,2024-06-18 15:12:27,14940367212,2,Billing & Payments,3,billing,122,6.1,Change coverage level,resolved,"Information provided, no action needed",3.0,True
-8712,2024-06-18 15:12:52,17061697752,4,New Quote,6,general,175,3.9,Update address,follow_up_needed,Resolved on first call,3.0,False
-8713,2024-06-18 15:13:48,14154101219,1,Claims,1,claims,88,11.6,Update address,transferred,Resolved on first call,4.0,False
-8714,2024-06-18 15:22:38,19054565379,2,Billing & Payments,3,billing,9,1.4,Reinstate lapsed policy,resolved,Transferred to supervisor,2.0,True
-8715,2024-06-18 15:38:43,15610244012,2,Billing & Payments,8,billing,0,6.6,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-8716,2024-06-18 15:59:08,16524981707,2,Billing & Payments,8,billing,94,3.3,Report accident,resolved,Payment processed successfully,4.0,True
-8717,2024-06-18 16:03:07,19740644092,1,Claims,2,claims,303,7.9,Change coverage level,resolved,Payment processed successfully,3.0,True
-8718,2024-06-18 16:06:49,18449306635,0,Speak to Agent,6,general,244,9.4,Cancel policy,resolved,Customer disconnected before resolution,4.0,True
-8719,2024-06-18 16:18:21,16407329418,3,Policy Changes,5,general,170,11.8,Payment not processed,resolved,"Information provided, no action needed",5.0,True
-8720,2024-06-18 16:31:38,13675135681,3,Policy Changes,6,general,63,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-8721,2024-06-18 16:59:55,16379667816,3,Policy Changes,5,general,37,2.9,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-8722,2024-06-18 17:26:16,15828099687,3,Policy Changes,6,general,27,8.1,Ask about deductible,follow_up_needed,Customer disconnected before resolution,3.0,False
-8723,2024-06-18 17:30:17,16920428206,4,New Quote,6,general,101,0.0,Update payment method,abandoned,Customer abandoned,,False
-8724,2024-06-18 17:46:04,15635356724,0,Speak to Agent,5,general,32,5.8,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-8725,2024-06-18 17:58:48,16155008937,4,New Quote,6,general,189,9.8,Dispute claim denial,resolved,Customer requested manager,4.0,True
-8726,2024-06-18 18:26:01,13300993398,3,Policy Changes,5,general,7,3.9,Request payment plan,follow_up_needed,Transferred to supervisor,3.0,False
-8727,2024-06-18 18:42:54,16243027082,4,New Quote,5,general,186,6.2,Request proof of insurance,resolved,"Claim filed, reference number provided",5.0,True
-8728,2024-06-18 18:45:38,19169466312,0,Speak to Agent,6,general,218,5.2,Remove vehicle from policy,follow_up_needed,Resolved on first call,5.0,False
-8729,2024-06-18 18:48:52,16424955137,2,Billing & Payments,4,billing,109,5.4,Request payment plan,resolved,Policy updated per customer request,3.0,True
-8730,2024-06-19 07:13:11,13280950368,2,Billing & Payments,3,billing,241,2.4,Filing new auto claim,follow_up_needed,Resolved on first call,2.0,False
-8731,2024-06-19 07:13:27,16600089114,3,Policy Changes,6,general,0,8.3,Dispute claim denial,resolved,Customer disconnected before resolution,4.0,True
-8732,2024-06-19 08:24:24,12375507940,3,Policy Changes,6,general,156,13.6,Ask about deductible,resolved,Payment processed successfully,4.0,True
-8733,2024-06-19 08:46:59,12880825547,0,Speak to Agent,6,general,0,7.6,Request ID cards,resolved,"Information provided, no action needed",5.0,True
-8734,2024-06-19 08:49:14,12065429229,4,New Quote,5,general,226,11.8,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-8735,2024-06-19 08:54:20,15456239554,1,Claims,7,claims,86,5.9,Remove vehicle from policy,transferred,Customer disconnected before resolution,5.0,False
-8736,2024-06-19 09:10:12,19346922736,4,New Quote,5,general,93,12.2,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-8737,2024-06-19 09:18:05,13174697978,3,Policy Changes,5,general,0,8.0,Inquire about premium increase,transferred,"Information provided, no action needed",3.0,False
-8738,2024-06-19 09:20:12,14181287186,1,Claims,1,claims,0,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-8739,2024-06-19 09:21:03,13050343387,4,New Quote,5,general,135,10.7,Payment not processed,resolved,Policy updated per customer request,4.0,True
-8740,2024-06-19 09:45:38,16211383472,3,Policy Changes,6,general,68,4.9,Payment not processed,follow_up_needed,Payment processed successfully,3.0,False
-8741,2024-06-19 10:14:48,15616732172,2,Billing & Payments,4,billing,280,3.5,Complaint about service,resolved,Resolved on first call,3.0,True
-8742,2024-06-19 10:16:09,18161975309,4,New Quote,5,general,92,5.0,Claim status inquiry,follow_up_needed,Customer disconnected before resolution,4.0,False
-8743,2024-06-19 10:21:15,19491866533,1,Claims,2,claims,184,5.7,Update address,transferred,Resolved on first call,2.0,False
-8744,2024-06-19 10:30:48,12961661905,0,Speak to Agent,6,general,54,10.5,Cancel policy,resolved,Policy updated per customer request,2.0,True
-8745,2024-06-19 10:32:11,15130533210,1,Claims,7,claims,97,3.7,Report accident,transferred,Customer requested manager,3.0,False
-8746,2024-06-19 10:38:34,19201659987,3,Policy Changes,5,general,166,7.1,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-8747,2024-06-19 10:39:57,15011244522,2,Billing & Payments,3,billing,41,1.9,Add driver to policy,resolved,Transferred to supervisor,3.0,True
-8748,2024-06-19 10:41:07,17561744597,1,Claims,1,claims,83,2.8,Request payment plan,resolved,Resolved on first call,5.0,True
-8749,2024-06-19 10:42:00,15483016908,1,Claims,2,claims,220,8.1,Dispute claim denial,resolved,Payment processed successfully,3.0,True
-8750,2024-06-19 10:47:08,13510060245,0,Speak to Agent,6,general,75,8.2,Dispute claim denial,resolved,Resolved on first call,3.0,True
-8751,2024-06-19 10:56:56,15571037682,0,Speak to Agent,6,general,88,10.2,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-8752,2024-06-19 11:05:35,19335249084,1,Claims,2,claims,268,6.3,Update payment method,follow_up_needed,"Claim filed, reference number provided",4.0,False
-8753,2024-06-19 11:11:32,14966926867,0,Speak to Agent,5,general,34,5.7,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-8754,2024-06-19 11:30:48,14736344322,2,Billing & Payments,3,billing,55,7.7,Change coverage level,follow_up_needed,"Information provided, no action needed",4.0,False
-8755,2024-06-19 11:43:40,15765850552,1,Claims,2,claims,75,11.4,Request payment plan,resolved,Customer requested manager,3.0,True
-8756,2024-06-19 11:55:15,17004439197,1,Claims,1,claims,87,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-8757,2024-06-19 11:59:00,16530586777,2,Billing & Payments,3,billing,135,7.6,Request payment plan,follow_up_needed,Escalated to claims adjuster,5.0,False
-8758,2024-06-19 12:15:09,13018634737,4,New Quote,6,general,113,8.4,Filing new auto claim,resolved,"Information provided, no action needed",5.0,True
-8759,2024-06-19 12:25:22,16591046061,4,New Quote,6,general,193,6.9,Request ID cards,resolved,Resolved on first call,4.0,True
-8760,2024-06-19 12:30:42,18545254194,2,Billing & Payments,3,billing,288,0.5,General coverage question,resolved,"Information provided, no action needed",4.0,True
-8761,2024-06-19 12:55:58,19017997050,2,Billing & Payments,4,billing,24,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-8762,2024-06-19 13:20:22,19213547679,1,Claims,2,claims,181,5.9,Claim status inquiry,resolved,Payment processed successfully,5.0,True
-8763,2024-06-19 13:31:52,18823938056,0,Speak to Agent,5,general,157,2.4,Cancel policy,resolved,"Information provided, no action needed",4.0,True
-8764,2024-06-19 13:53:20,16217164249,4,New Quote,5,general,0,4.8,Claim status inquiry,resolved,Customer requested manager,5.0,True
-8765,2024-06-19 14:03:41,12988116859,0,Speak to Agent,5,general,262,5.4,Report accident,transferred,Customer requested manager,2.0,False
-8766,2024-06-19 14:11:54,15867650102,2,Billing & Payments,4,billing,117,11.3,Ask about deductible,follow_up_needed,Escalated to claims adjuster,3.0,False
-8767,2024-06-19 14:42:20,18607274442,2,Billing & Payments,4,billing,39,9.8,Update payment method,resolved,"Claim filed, reference number provided",3.0,True
-8768,2024-06-19 14:45:09,15843877547,1,Claims,1,claims,323,2.6,Inquire about premium increase,resolved,Callback scheduled for tomorrow,4.0,True
-8769,2024-06-19 14:49:45,13325582832,3,Policy Changes,6,general,0,8.0,Dispute claim denial,resolved,Policy updated per customer request,4.0,True
-8770,2024-06-19 14:58:56,18590043317,4,New Quote,5,general,131,4.0,Filing new auto claim,follow_up_needed,Customer requested manager,3.0,False
-8771,2024-06-19 15:12:02,19064199543,3,Policy Changes,5,general,236,7.2,Cancel policy,resolved,Payment processed successfully,2.0,True
-8772,2024-06-19 15:21:59,18412297079,3,Policy Changes,6,general,103,11.4,Ask about discounts,follow_up_needed,"Claim filed, reference number provided",1.0,False
-8773,2024-06-19 15:34:36,14998328580,4,New Quote,5,general,131,8.4,Complaint about service,resolved,Payment processed successfully,4.0,True
-8774,2024-06-19 16:27:51,17853748545,0,Speak to Agent,6,general,22,7.5,Inquire about premium increase,resolved,Policy updated per customer request,4.0,True
-8775,2024-06-19 16:29:07,18430770771,1,Claims,1,claims,78,4.4,General coverage question,resolved,Resolved on first call,3.0,True
-8776,2024-06-19 16:32:26,17675532483,2,Billing & Payments,4,billing,41,4.1,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-8777,2024-06-19 16:36:36,18084513990,3,Policy Changes,5,general,0,7.4,Complaint about service,transferred,Escalated to claims adjuster,2.0,False
-8778,2024-06-19 16:43:40,15462801883,4,New Quote,5,general,142,7.7,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-8779,2024-06-19 16:46:31,16399756859,2,Billing & Payments,4,billing,187,6.7,Report accident,follow_up_needed,"Claim filed, reference number provided",3.0,False
-8780,2024-06-19 17:04:20,17422907518,2,Billing & Payments,3,billing,158,5.5,Ask about discounts,resolved,Resolved on first call,5.0,True
-8781,2024-06-19 17:20:55,12594148775,0,Speak to Agent,5,general,23,5.1,Update address,resolved,Customer disconnected before resolution,4.0,True
-8782,2024-06-19 17:50:15,16056747329,0,Speak to Agent,5,general,23,4.6,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-8783,2024-06-19 17:50:15,12511333942,1,Claims,2,claims,181,8.8,Claim status inquiry,resolved,Payment processed successfully,3.0,True
-8784,2024-06-19 18:04:52,17911703278,1,Claims,2,claims,178,7.4,Complaint about service,resolved,Customer disconnected before resolution,5.0,True
-8785,2024-06-19 18:17:14,14010852338,2,Billing & Payments,3,billing,43,0.9,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-8786,2024-06-19 18:24:39,18910641241,1,Claims,1,claims,156,7.1,Update address,resolved,Customer requested manager,4.0,True
-8787,2024-06-19 18:27:13,19326180886,4,New Quote,6,general,0,7.7,Cancel policy,resolved,Payment processed successfully,3.0,True
-8788,2024-06-19 18:29:42,19508503534,0,Speak to Agent,5,general,95,2.3,Change coverage level,resolved,Customer requested manager,2.0,True
-8789,2024-06-19 18:31:48,18685900257,0,Speak to Agent,5,general,136,6.5,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-8790,2024-06-19 18:35:29,16156014477,2,Billing & Payments,8,billing,0,1.2,Filing new auto claim,follow_up_needed,Customer requested manager,2.0,False
-8791,2024-06-19 18:42:19,13779037444,2,Billing & Payments,8,billing,57,0.0,Change coverage level,abandoned,Customer abandoned,,False
-8792,2024-06-20 07:02:23,18293677718,3,Policy Changes,5,general,188,6.2,Complaint about service,transferred,"Information provided, no action needed",3.0,False
-8793,2024-06-20 07:27:31,13161034315,0,Speak to Agent,5,general,132,7.0,Update address,follow_up_needed,Customer disconnected before resolution,5.0,False
-8794,2024-06-20 07:42:23,16641785024,0,Speak to Agent,6,general,114,4.1,Ask about discounts,resolved,Policy updated per customer request,4.0,True
-8795,2024-06-20 08:33:54,14837349250,4,New Quote,5,general,20,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-8796,2024-06-20 08:36:28,14039846987,2,Billing & Payments,8,billing,142,7.8,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-8797,2024-06-20 09:08:23,12575646059,1,Claims,1,claims,134,8.6,Request ID cards,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-8798,2024-06-20 09:12:35,13668178534,1,Claims,1,claims,207,11.4,Filing new auto claim,follow_up_needed,Policy updated per customer request,3.0,False
-8799,2024-06-20 09:17:26,19464618230,1,Claims,2,claims,2,6.5,Request payment plan,resolved,Payment processed successfully,4.0,True
-8800,2024-06-20 09:34:09,14260904538,0,Speak to Agent,6,general,0,9.6,Request proof of insurance,resolved,Transferred to supervisor,2.0,True
-8801,2024-06-20 09:36:14,16659247058,0,Speak to Agent,5,general,0,6.4,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-8802,2024-06-20 09:46:53,12138914406,2,Billing & Payments,4,billing,203,2.7,Inquire about premium increase,resolved,"Information provided, no action needed",5.0,True
-8803,2024-06-20 09:51:13,18461472906,0,Speak to Agent,5,general,28,6.5,Payment not processed,resolved,Customer disconnected before resolution,4.0,True
-8804,2024-06-20 09:52:03,19906677643,1,Claims,2,claims,102,9.1,Payment not processed,resolved,"Claim filed, reference number provided",3.0,True
-8805,2024-06-20 09:56:15,19973114264,4,New Quote,5,general,111,7.1,Request proof of insurance,resolved,Customer requested manager,5.0,True
-8806,2024-06-20 09:57:42,18414462821,3,Policy Changes,5,general,49,8.5,Request payment plan,follow_up_needed,Customer disconnected before resolution,3.0,False
-8807,2024-06-20 10:00:11,19486403896,1,Claims,2,claims,71,8.2,Update address,follow_up_needed,Customer requested manager,3.0,False
-8808,2024-06-20 10:06:00,14161432805,2,Billing & Payments,4,billing,37,5.3,Remove vehicle from policy,resolved,Escalated to claims adjuster,3.0,True
-8809,2024-06-20 10:12:46,15050323292,3,Policy Changes,5,general,212,0.0,Cancel policy,abandoned,Customer abandoned,,False
-8810,2024-06-20 10:13:20,14304148521,4,New Quote,5,general,153,4.4,Update payment method,resolved,"Claim filed, reference number provided",3.0,True
-8811,2024-06-20 10:18:23,18774539645,4,New Quote,6,general,94,9.7,Cancel policy,resolved,Transferred to supervisor,4.0,True
-8812,2024-06-20 10:28:36,16560577931,3,Policy Changes,5,general,8,7.8,Report accident,resolved,Customer requested manager,3.0,True
-8813,2024-06-20 10:48:37,19013560969,4,New Quote,5,general,146,4.1,Report accident,resolved,Policy updated per customer request,4.0,True
-8814,2024-06-20 10:49:44,17791418235,0,Speak to Agent,6,general,119,2.4,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-8815,2024-06-20 10:51:51,14882315337,1,Claims,1,claims,211,7.9,Remove vehicle from policy,resolved,Resolved on first call,4.0,True
-8816,2024-06-20 10:58:26,14352385429,2,Billing & Payments,4,billing,57,9.5,Payment not processed,resolved,"Claim filed, reference number provided",5.0,True
-8817,2024-06-20 11:12:35,13162149865,1,Claims,2,claims,137,11.5,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-8818,2024-06-20 11:14:02,15462806879,2,Billing & Payments,8,billing,167,5.4,Complaint about service,follow_up_needed,Escalated to claims adjuster,3.0,False
-8819,2024-06-20 11:26:24,15842086846,4,New Quote,5,general,0,0.0,Request ID cards,abandoned,Customer abandoned,,False
-8820,2024-06-20 11:55:05,17990209337,2,Billing & Payments,8,billing,147,6.3,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-8821,2024-06-20 11:57:47,16932155501,4,New Quote,6,general,234,4.2,Request payment plan,resolved,Resolved on first call,3.0,True
-8822,2024-06-20 12:02:52,13661154054,3,Policy Changes,6,general,193,8.0,Update address,resolved,Payment processed successfully,3.0,True
-8823,2024-06-20 12:05:30,19473537800,3,Policy Changes,6,general,0,5.1,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-8824,2024-06-20 12:24:09,15793314984,0,Speak to Agent,6,general,81,7.9,General coverage question,resolved,Transferred to supervisor,3.0,True
-8825,2024-06-20 12:32:01,15821190156,3,Policy Changes,6,general,143,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-8826,2024-06-20 12:35:51,17905066346,3,Policy Changes,5,general,152,7.1,Report accident,follow_up_needed,"Information provided, no action needed",4.0,False
-8827,2024-06-20 12:36:56,13016166098,3,Policy Changes,6,general,139,8.2,Update address,transferred,Transferred to supervisor,2.0,False
-8828,2024-06-20 12:40:04,17157617944,3,Policy Changes,6,general,128,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-8829,2024-06-20 12:45:20,18250426168,4,New Quote,5,general,385,0.9,Ask about deductible,resolved,Escalated to claims adjuster,2.0,True
-8830,2024-06-20 13:12:42,16434212613,2,Billing & Payments,4,billing,143,9.0,Reinstate lapsed policy,resolved,Customer requested manager,3.0,True
-8831,2024-06-20 13:14:50,13238445685,2,Billing & Payments,3,billing,79,7.9,Add driver to policy,resolved,Policy updated per customer request,3.0,True
-8832,2024-06-20 13:18:18,12709000955,4,New Quote,6,general,186,7.9,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-8833,2024-06-20 13:22:03,18237546114,0,Speak to Agent,6,general,112,0.0,Update address,abandoned,Customer abandoned,,False
-8834,2024-06-20 13:30:30,15963356908,0,Speak to Agent,6,general,59,9.5,General coverage question,resolved,Transferred to supervisor,3.0,True
-8835,2024-06-20 14:08:20,15023957646,4,New Quote,6,general,252,6.8,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-8836,2024-06-20 14:08:53,17159428328,2,Billing & Payments,4,billing,144,5.3,Claim status inquiry,resolved,"Information provided, no action needed",3.0,True
-8837,2024-06-20 14:16:35,13345885274,3,Policy Changes,5,general,161,2.5,Add driver to policy,resolved,"Information provided, no action needed",4.0,True
-8838,2024-06-20 14:20:01,18985271931,4,New Quote,6,general,36,10.2,Payment not processed,resolved,Policy updated per customer request,4.0,True
-8839,2024-06-20 14:24:18,12952291632,2,Billing & Payments,8,billing,182,2.3,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-8840,2024-06-20 14:27:53,13958150952,3,Policy Changes,5,general,281,3.3,Payment not processed,resolved,"Claim filed, reference number provided",2.0,True
-8841,2024-06-20 14:47:36,17108399505,0,Speak to Agent,6,general,168,10.1,Ask about deductible,follow_up_needed,Customer disconnected before resolution,3.0,False
-8842,2024-06-20 14:55:30,13113136470,1,Claims,2,claims,76,8.8,General coverage question,resolved,Escalated to claims adjuster,3.0,True
-8843,2024-06-20 14:57:01,19788512716,2,Billing & Payments,4,billing,0,4.2,Reinstate lapsed policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-8844,2024-06-20 15:15:01,15152860621,1,Claims,1,claims,0,5.6,General coverage question,resolved,"Claim filed, reference number provided",4.0,True
-8845,2024-06-20 15:59:13,12890759088,4,New Quote,6,general,153,6.2,Reinstate lapsed policy,resolved,Policy updated per customer request,2.0,True
-8846,2024-06-20 16:09:00,19437394521,3,Policy Changes,5,general,37,5.9,Payment not processed,resolved,Escalated to claims adjuster,3.0,True
-8847,2024-06-20 16:13:03,19855227504,0,Speak to Agent,6,general,157,10.5,Add driver to policy,transferred,Callback scheduled for tomorrow,3.0,False
-8848,2024-06-20 16:34:19,17428560455,0,Speak to Agent,5,general,120,2.8,Inquire about premium increase,transferred,Resolved on first call,3.0,False
-8849,2024-06-20 16:34:20,15622446531,3,Policy Changes,5,general,170,7.4,Request proof of insurance,resolved,Resolved on first call,4.0,True
-8850,2024-06-20 16:51:59,16445853016,1,Claims,7,claims,202,6.9,Complaint about service,transferred,Escalated to claims adjuster,4.0,False
-8851,2024-06-20 17:07:14,18319133141,4,New Quote,6,general,43,5.6,Claim status inquiry,resolved,Policy updated per customer request,4.0,True
-8852,2024-06-20 17:07:21,15304004936,4,New Quote,5,general,311,5.5,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-8853,2024-06-20 17:09:51,13805220298,1,Claims,2,claims,185,10.2,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-8854,2024-06-20 17:13:13,12366095650,4,New Quote,5,general,198,8.1,Ask about discounts,resolved,"Information provided, no action needed",3.0,True
-8855,2024-06-20 17:14:56,19359815395,4,New Quote,6,general,99,5.3,Update payment method,resolved,Policy updated per customer request,4.0,True
-8856,2024-06-20 17:34:17,12523025662,0,Speak to Agent,6,general,52,7.3,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-8857,2024-06-20 18:08:55,12205491075,2,Billing & Payments,4,billing,123,5.8,Claim status inquiry,follow_up_needed,"Information provided, no action needed",3.0,False
-8858,2024-06-21 07:04:01,15767332801,4,New Quote,5,general,165,0.5,Inquire about premium increase,transferred,Transferred to supervisor,2.0,False
-8859,2024-06-21 07:35:39,15382669044,3,Policy Changes,6,general,348,11.2,Payment not processed,resolved,Resolved on first call,5.0,True
-8860,2024-06-21 08:48:43,15164983320,3,Policy Changes,6,general,213,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-8861,2024-06-21 09:06:47,13227430071,2,Billing & Payments,3,billing,235,2.9,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-8862,2024-06-21 09:29:12,15161684361,0,Speak to Agent,6,general,69,5.8,Filing new auto claim,resolved,Policy updated per customer request,4.0,True
-8863,2024-06-21 09:49:28,14169935123,4,New Quote,5,general,109,6.5,Reinstate lapsed policy,resolved,Policy updated per customer request,4.0,True
-8864,2024-06-21 10:00:39,14913305315,3,Policy Changes,5,general,24,3.8,Change coverage level,follow_up_needed,Payment processed successfully,3.0,False
-8865,2024-06-21 10:29:32,17288115427,0,Speak to Agent,6,general,90,3.6,Update payment method,resolved,Policy updated per customer request,1.0,True
-8866,2024-06-21 10:35:55,19323110299,0,Speak to Agent,6,general,167,8.1,Filing new auto claim,follow_up_needed,Resolved on first call,4.0,False
-8867,2024-06-21 10:37:02,18850784705,3,Policy Changes,6,general,111,10.6,Cancel policy,resolved,Callback scheduled for tomorrow,3.0,True
-8868,2024-06-21 10:56:43,16184138755,3,Policy Changes,5,general,90,9.6,Ask about discounts,follow_up_needed,"Information provided, no action needed",4.0,False
-8869,2024-06-21 10:58:27,16073594445,2,Billing & Payments,3,billing,198,0.5,Claim status inquiry,resolved,Customer disconnected before resolution,4.0,True
-8870,2024-06-21 11:19:48,16478831205,4,New Quote,5,general,97,6.1,Request ID cards,resolved,Transferred to supervisor,3.0,True
-8871,2024-06-21 11:21:58,14021071881,3,Policy Changes,6,general,0,6.7,Cancel policy,resolved,Transferred to supervisor,4.0,True
-8872,2024-06-21 11:23:07,12715897881,3,Policy Changes,5,general,254,7.1,Report accident,resolved,Customer disconnected before resolution,3.0,True
-8873,2024-06-21 11:24:31,19949060407,0,Speak to Agent,6,general,194,5.5,General coverage question,resolved,Transferred to supervisor,3.0,True
-8874,2024-06-21 11:32:06,12334236507,2,Billing & Payments,3,billing,234,1.3,Inquire about premium increase,follow_up_needed,Payment processed successfully,3.0,False
-8875,2024-06-21 11:33:09,14425126179,2,Billing & Payments,4,billing,67,4.8,Ask about discounts,resolved,Payment processed successfully,1.0,True
-8876,2024-06-21 11:40:01,13415154099,0,Speak to Agent,5,general,234,4.6,Update payment method,resolved,"Information provided, no action needed",4.0,True
-8877,2024-06-21 11:45:04,15932566961,1,Claims,2,claims,109,8.8,Report accident,transferred,Callback scheduled for tomorrow,3.0,False
-8878,2024-06-21 11:45:53,15990403824,4,New Quote,6,general,291,7.3,Request ID cards,resolved,Resolved on first call,3.0,True
-8879,2024-06-21 11:50:17,15959336761,2,Billing & Payments,3,billing,178,4.5,Report accident,follow_up_needed,Payment processed successfully,3.0,False
-8880,2024-06-21 11:52:33,16537183935,0,Speak to Agent,5,general,226,5.2,Cancel policy,resolved,Transferred to supervisor,2.0,True
-8881,2024-06-21 11:57:12,16266392653,3,Policy Changes,5,general,32,6.6,General coverage question,resolved,Transferred to supervisor,3.0,True
-8882,2024-06-21 12:06:58,16201491276,1,Claims,7,claims,143,6.6,Update payment method,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-8883,2024-06-21 12:41:33,16079133204,0,Speak to Agent,6,general,0,10.7,Update payment method,follow_up_needed,Policy updated per customer request,3.0,False
-8884,2024-06-21 12:41:58,18955306807,1,Claims,1,claims,171,2.2,Report accident,follow_up_needed,Customer disconnected before resolution,4.0,False
-8885,2024-06-21 12:46:36,12576480922,3,Policy Changes,5,general,155,8.1,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-8886,2024-06-21 12:50:11,16256990502,1,Claims,7,claims,192,5.4,Report accident,resolved,Callback scheduled for tomorrow,4.0,True
-8887,2024-06-21 12:59:59,19255196064,4,New Quote,6,general,161,6.4,Add driver to policy,follow_up_needed,Payment processed successfully,4.0,False
-8888,2024-06-21 13:06:02,15908208714,2,Billing & Payments,3,billing,18,6.8,Change coverage level,follow_up_needed,Policy updated per customer request,3.0,False
-8889,2024-06-21 13:58:24,18909058983,4,New Quote,5,general,181,0.0,Change coverage level,abandoned,Customer abandoned,,False
-8890,2024-06-21 14:05:09,13985755828,4,New Quote,5,general,93,6.2,Remove vehicle from policy,resolved,Customer requested manager,3.0,True
-8891,2024-06-21 14:18:27,12283691440,4,New Quote,5,general,295,4.0,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-8892,2024-06-21 14:37:01,16902411488,3,Policy Changes,5,general,232,10.0,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-8893,2024-06-21 14:46:14,15575052690,2,Billing & Payments,4,billing,181,9.4,Reinstate lapsed policy,resolved,Transferred to supervisor,4.0,True
-8894,2024-06-21 15:20:41,16271445330,3,Policy Changes,5,general,58,2.5,Ask about discounts,resolved,Callback scheduled for tomorrow,5.0,True
-8895,2024-06-21 15:24:56,16512701289,4,New Quote,5,general,57,2.6,Update address,resolved,Callback scheduled for tomorrow,5.0,True
-8896,2024-06-21 15:28:58,16472598429,3,Policy Changes,5,general,255,3.5,Change coverage level,resolved,Resolved on first call,4.0,True
-8897,2024-06-21 15:31:14,12255157329,2,Billing & Payments,4,billing,100,6.0,Dispute claim denial,resolved,Resolved on first call,3.0,True
-8898,2024-06-21 15:36:35,19974150282,0,Speak to Agent,6,general,203,9.4,Complaint about service,resolved,Resolved on first call,3.0,True
-8899,2024-06-21 15:56:57,14298756111,2,Billing & Payments,4,billing,0,7.5,Report accident,resolved,Policy updated per customer request,3.0,True
-8900,2024-06-21 16:10:37,12609103444,3,Policy Changes,5,general,323,3.1,General coverage question,resolved,"Information provided, no action needed",4.0,True
-8901,2024-06-21 16:23:19,15275209003,0,Speak to Agent,6,general,0,9.7,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-8902,2024-06-21 16:26:27,17641418892,2,Billing & Payments,4,billing,110,4.7,Payment not processed,resolved,"Information provided, no action needed",5.0,True
-8903,2024-06-21 17:00:21,16907194472,1,Claims,2,claims,103,8.5,Change coverage level,resolved,Transferred to supervisor,2.0,True
-8904,2024-06-21 17:06:30,17967801336,0,Speak to Agent,5,general,137,7.1,Change coverage level,follow_up_needed,Policy updated per customer request,4.0,False
-8905,2024-06-21 17:44:43,14586998437,0,Speak to Agent,6,general,71,9.4,Complaint about service,follow_up_needed,Customer disconnected before resolution,3.0,False
-8906,2024-06-21 18:05:33,19451408737,0,Speak to Agent,6,general,8,6.7,Change coverage level,resolved,Customer requested manager,5.0,True
-8907,2024-06-21 18:11:50,13656163206,3,Policy Changes,6,general,147,4.8,Add driver to policy,resolved,Customer disconnected before resolution,3.0,True
-8908,2024-06-21 18:19:12,16324126996,4,New Quote,6,general,74,7.2,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-8909,2024-06-21 18:22:15,19975356576,1,Claims,7,claims,161,8.2,Complaint about service,follow_up_needed,Escalated to claims adjuster,3.0,False
-8910,2024-06-21 18:35:31,12099725278,3,Policy Changes,6,general,186,10.6,Inquire about premium increase,transferred,Policy updated per customer request,2.0,False
-8911,2024-06-22 09:15:13,14427915779,3,Policy Changes,5,general,112,2.8,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-8912,2024-06-22 09:19:38,18790717394,1,Claims,2,claims,178,4.1,Ask about discounts,resolved,Customer requested manager,3.0,True
-8913,2024-06-22 09:21:34,19322575803,2,Billing & Payments,8,billing,0,6.8,Claim status inquiry,follow_up_needed,Customer requested manager,4.0,False
-8914,2024-06-22 09:34:52,14945541142,1,Claims,7,claims,0,9.2,Payment not processed,resolved,Callback scheduled for tomorrow,5.0,True
-8915,2024-06-22 09:38:54,16021263449,4,New Quote,6,general,55,8.6,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-8916,2024-06-22 09:49:59,13824492192,2,Billing & Payments,8,billing,194,9.4,Update address,resolved,Policy updated per customer request,3.0,True
-8917,2024-06-22 10:04:06,16170418308,4,New Quote,5,general,118,6.5,Cancel policy,follow_up_needed,Payment processed successfully,2.0,False
-8918,2024-06-22 10:14:03,18456051563,3,Policy Changes,5,general,0,3.1,Change coverage level,resolved,Policy updated per customer request,4.0,True
-8919,2024-06-22 10:20:35,16835626646,4,New Quote,5,general,102,4.2,Report accident,resolved,"Information provided, no action needed",5.0,True
-8920,2024-06-22 10:23:06,17309813334,0,Speak to Agent,6,general,206,4.5,Update address,follow_up_needed,Resolved on first call,2.0,False
-8921,2024-06-22 10:33:06,18500130721,0,Speak to Agent,6,general,187,10.5,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-8922,2024-06-22 10:37:22,13640842923,1,Claims,2,claims,0,7.9,Reinstate lapsed policy,follow_up_needed,Transferred to supervisor,1.0,False
-8923,2024-06-22 10:38:30,17331725957,3,Policy Changes,5,general,67,2.7,General coverage question,resolved,Transferred to supervisor,3.0,True
-8924,2024-06-22 10:39:18,12612632479,3,Policy Changes,6,general,138,6.5,Cancel policy,resolved,Resolved on first call,5.0,True
-8925,2024-06-22 10:43:13,14430641546,1,Claims,1,claims,186,7.3,Payment not processed,resolved,"Information provided, no action needed",5.0,True
-8926,2024-06-22 11:05:11,18646914643,2,Billing & Payments,4,billing,115,6.4,Payment not processed,resolved,Payment processed successfully,3.0,True
-8927,2024-06-22 11:14:25,12638793714,4,New Quote,5,general,111,4.5,Payment not processed,resolved,Resolved on first call,5.0,True
-8928,2024-06-22 11:22:39,14508298466,0,Speak to Agent,6,general,205,5.8,Reinstate lapsed policy,resolved,Payment processed successfully,3.0,True
-8929,2024-06-22 11:33:38,14938556772,1,Claims,1,claims,0,7.3,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-8930,2024-06-22 11:37:24,16743683067,0,Speak to Agent,6,general,105,2.7,Claim status inquiry,resolved,Customer requested manager,4.0,True
-8931,2024-06-22 11:49:27,12740981149,2,Billing & Payments,3,billing,172,5.3,Dispute claim denial,resolved,Policy updated per customer request,4.0,True
-8932,2024-06-22 11:55:08,19620249756,3,Policy Changes,5,general,127,4.8,Claim status inquiry,resolved,Resolved on first call,3.0,True
-8933,2024-06-22 12:11:42,15645931516,1,Claims,2,claims,103,9.5,Claim status inquiry,resolved,Customer disconnected before resolution,3.0,True
-8934,2024-06-22 12:12:42,19819434835,4,New Quote,6,general,67,12.1,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-8935,2024-06-22 12:19:03,16396381225,3,Policy Changes,6,general,65,9.1,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-8936,2024-06-22 12:20:27,13776435840,1,Claims,7,claims,101,7.6,Request ID cards,resolved,Policy updated per customer request,2.0,True
-8937,2024-06-22 12:21:44,13919425061,0,Speak to Agent,6,general,82,9.7,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",3.0,True
-8938,2024-06-22 12:31:59,19974666322,1,Claims,1,claims,109,8.6,General coverage question,resolved,"Claim filed, reference number provided",4.0,True
-8939,2024-06-22 12:34:34,19132720044,2,Billing & Payments,3,billing,94,0.0,Cancel policy,abandoned,Customer abandoned,,False
-8940,2024-06-22 12:43:33,18644207953,0,Speak to Agent,6,general,0,6.9,Payment not processed,follow_up_needed,Policy updated per customer request,3.0,False
-8941,2024-06-22 12:47:06,16048284600,0,Speak to Agent,6,general,424,9.4,Cancel policy,resolved,Customer requested manager,3.0,True
-8942,2024-06-22 12:51:13,15714249691,4,New Quote,5,general,170,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-8943,2024-06-22 12:59:27,15975849544,1,Claims,1,claims,72,1.8,Request payment plan,resolved,Escalated to claims adjuster,5.0,True
-8944,2024-06-24 08:00:52,12738216071,1,Claims,2,claims,223,3.2,Inquire about premium increase,resolved,Payment processed successfully,3.0,True
-8945,2024-06-24 08:17:41,14631853858,1,Claims,7,claims,72,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-8946,2024-06-24 08:51:44,19705765023,4,New Quote,6,general,0,6.3,Inquire about premium increase,resolved,Customer requested manager,5.0,True
-8947,2024-06-24 09:06:21,14357260141,0,Speak to Agent,6,general,221,4.2,Report accident,resolved,Customer disconnected before resolution,4.0,True
-8948,2024-06-24 09:09:15,13497911556,0,Speak to Agent,5,general,197,5.6,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-8949,2024-06-24 09:20:43,16133749221,1,Claims,2,claims,0,7.0,Complaint about service,resolved,Transferred to supervisor,5.0,True
-8950,2024-06-24 09:21:22,17711687653,4,New Quote,5,general,108,8.6,Payment not processed,follow_up_needed,Escalated to claims adjuster,3.0,False
-8951,2024-06-24 09:29:43,13695076748,3,Policy Changes,5,general,0,6.1,Dispute claim denial,resolved,Customer disconnected before resolution,4.0,True
-8952,2024-06-24 09:34:54,15682285450,4,New Quote,5,general,189,5.2,Request ID cards,resolved,Resolved on first call,3.0,True
-8953,2024-06-24 09:36:03,18167818174,3,Policy Changes,5,general,0,0.9,General coverage question,resolved,Resolved on first call,4.0,True
-8954,2024-06-24 09:37:35,12079203100,4,New Quote,6,general,251,6.8,Inquire about premium increase,resolved,Transferred to supervisor,2.0,True
-8955,2024-06-24 09:41:45,12249282243,3,Policy Changes,5,general,129,9.6,Change coverage level,resolved,Policy updated per customer request,3.0,True
-8956,2024-06-24 09:42:50,12587243626,3,Policy Changes,6,general,105,3.4,Remove vehicle from policy,follow_up_needed,Payment processed successfully,3.0,False
-8957,2024-06-24 09:48:33,13259129747,3,Policy Changes,5,general,133,3.5,Payment not processed,resolved,Customer requested manager,3.0,True
-8958,2024-06-24 09:50:42,12375545217,2,Billing & Payments,4,billing,13,1.5,Report accident,transferred,Resolved on first call,2.0,False
-8959,2024-06-24 10:15:58,19383780753,2,Billing & Payments,8,billing,119,4.3,General coverage question,resolved,Payment processed successfully,4.0,True
-8960,2024-06-24 10:17:09,15694975030,1,Claims,1,claims,40,6.3,Payment not processed,resolved,Policy updated per customer request,5.0,True
-8961,2024-06-24 10:17:33,17965083737,1,Claims,1,claims,126,5.4,Ask about deductible,resolved,"Information provided, no action needed",3.0,True
-8962,2024-06-24 10:23:47,19443601874,4,New Quote,6,general,170,8.6,Request proof of insurance,transferred,"Claim filed, reference number provided",3.0,False
-8963,2024-06-24 10:24:53,17840709441,0,Speak to Agent,5,general,188,8.1,Ask about discounts,resolved,"Information provided, no action needed",3.0,True
-8964,2024-06-24 10:28:53,18037878938,4,New Quote,5,general,245,3.7,Report accident,resolved,Customer requested manager,5.0,True
-8965,2024-06-24 10:33:20,19564001892,2,Billing & Payments,3,billing,152,4.7,Reinstate lapsed policy,resolved,Transferred to supervisor,5.0,True
-8966,2024-06-24 10:34:49,19877952900,2,Billing & Payments,8,billing,61,0.0,Payment not processed,abandoned,Customer abandoned,,False
-8967,2024-06-24 10:37:26,13703998305,0,Speak to Agent,6,general,143,6.2,Ask about deductible,follow_up_needed,Policy updated per customer request,3.0,False
-8968,2024-06-24 10:51:43,15900414039,1,Claims,2,claims,35,7.1,Ask about deductible,resolved,"Claim filed, reference number provided",2.0,True
-8969,2024-06-24 10:57:56,17871117670,1,Claims,7,claims,175,7.5,Update address,follow_up_needed,Transferred to supervisor,3.0,False
-8970,2024-06-24 11:03:51,17971423760,3,Policy Changes,6,general,168,7.0,Payment not processed,resolved,Escalated to claims adjuster,3.0,True
-8971,2024-06-24 11:06:12,14829150392,1,Claims,2,claims,188,12.8,Cancel policy,resolved,Escalated to claims adjuster,3.0,True
-8972,2024-06-24 11:06:52,12948969559,0,Speak to Agent,5,general,138,3.0,Request payment plan,resolved,Payment processed successfully,5.0,True
-8973,2024-06-24 11:09:50,18876044442,1,Claims,7,claims,222,4.7,Ask about deductible,follow_up_needed,Payment processed successfully,4.0,False
-8974,2024-06-24 11:13:41,18513203487,3,Policy Changes,5,general,31,7.8,Ask about deductible,resolved,Payment processed successfully,4.0,True
-8975,2024-06-24 11:15:59,17993607859,3,Policy Changes,6,general,73,9.3,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-8976,2024-06-24 11:30:32,17098284486,3,Policy Changes,6,general,109,12.2,Inquire about premium increase,follow_up_needed,"Information provided, no action needed",2.0,False
-8977,2024-06-24 11:38:01,14750489065,1,Claims,2,claims,100,2.9,Remove vehicle from policy,resolved,Customer requested manager,5.0,True
-8978,2024-06-24 11:41:52,12644523042,1,Claims,1,claims,150,4.8,Change coverage level,transferred,Resolved on first call,1.0,False
-8979,2024-06-24 11:45:11,17219332622,0,Speak to Agent,6,general,175,8.6,Reinstate lapsed policy,resolved,Transferred to supervisor,3.0,True
-8980,2024-06-24 11:52:12,16050135755,4,New Quote,6,general,92,11.5,Cancel policy,follow_up_needed,Resolved on first call,4.0,False
-8981,2024-06-24 11:52:58,18021274864,1,Claims,2,claims,12,7.9,General coverage question,transferred,Resolved on first call,3.0,False
-8982,2024-06-24 12:14:22,17839304084,1,Claims,2,claims,91,10.8,Cancel policy,resolved,Callback scheduled for tomorrow,4.0,True
-8983,2024-06-24 12:14:44,16826688953,2,Billing & Payments,3,billing,35,5.2,Reinstate lapsed policy,resolved,Policy updated per customer request,3.0,True
-8984,2024-06-24 12:22:24,16040232501,1,Claims,7,claims,369,2.8,Cancel policy,transferred,Callback scheduled for tomorrow,4.0,False
-8985,2024-06-24 12:23:51,18085494753,4,New Quote,5,general,254,3.8,Ask about deductible,follow_up_needed,Customer requested manager,4.0,False
-8986,2024-06-24 12:27:53,17457055579,2,Billing & Payments,4,billing,174,8.1,Request payment plan,transferred,Customer disconnected before resolution,2.0,False
-8987,2024-06-24 12:45:57,19591139397,2,Billing & Payments,3,billing,108,0.5,Filing new auto claim,resolved,Policy updated per customer request,4.0,True
-8988,2024-06-24 12:51:25,18484018539,4,New Quote,6,general,0,6.2,Inquire about premium increase,resolved,Policy updated per customer request,4.0,True
-8989,2024-06-24 13:01:42,12975281289,1,Claims,1,claims,20,5.4,Request payment plan,resolved,Policy updated per customer request,3.0,True
-8990,2024-06-24 13:08:10,16660848740,2,Billing & Payments,4,billing,209,3.0,Ask about discounts,resolved,Transferred to supervisor,5.0,True
-8991,2024-06-24 13:25:11,18026468055,4,New Quote,6,general,255,2.9,Update address,resolved,Payment processed successfully,5.0,True
-8992,2024-06-24 13:29:38,14557614882,2,Billing & Payments,4,billing,109,4.8,Request payment plan,follow_up_needed,"Claim filed, reference number provided",2.0,False
-8993,2024-06-24 13:40:56,12262246048,0,Speak to Agent,5,general,145,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-8994,2024-06-24 13:47:11,17475763847,4,New Quote,6,general,107,7.1,Dispute claim denial,resolved,"Claim filed, reference number provided",2.0,True
-8995,2024-06-24 14:01:18,16632145312,4,New Quote,6,general,116,10.5,Inquire about premium increase,transferred,Escalated to claims adjuster,5.0,False
-8996,2024-06-24 14:11:16,16169062265,0,Speak to Agent,6,general,215,5.3,Complaint about service,resolved,Policy updated per customer request,4.0,True
-8997,2024-06-24 14:21:41,19240888419,4,New Quote,6,general,172,5.4,Update payment method,resolved,"Information provided, no action needed",3.0,True
-8998,2024-06-24 14:25:11,19532182923,1,Claims,1,claims,115,3.8,General coverage question,resolved,"Claim filed, reference number provided",4.0,True
-8999,2024-06-24 15:12:40,17922151467,3,Policy Changes,6,general,57,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-9000,2024-06-24 15:24:13,15906374584,4,New Quote,6,general,43,10.4,Cancel policy,follow_up_needed,Payment processed successfully,3.0,False
-9001,2024-06-24 15:31:26,16475943499,0,Speak to Agent,6,general,167,9.5,General coverage question,follow_up_needed,Policy updated per customer request,2.0,False
-9002,2024-06-24 15:33:24,17349765893,4,New Quote,6,general,118,5.8,Ask about discounts,resolved,Resolved on first call,2.0,True
-9003,2024-06-24 15:44:46,14512553364,4,New Quote,6,general,0,6.7,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-9004,2024-06-24 15:46:42,14308943040,2,Billing & Payments,4,billing,30,10.0,Ask about discounts,resolved,Escalated to claims adjuster,3.0,True
-9005,2024-06-24 15:51:00,17038235200,2,Billing & Payments,8,billing,116,2.7,Report accident,resolved,Customer disconnected before resolution,4.0,True
-9006,2024-06-24 15:55:29,17396343458,1,Claims,1,claims,116,6.4,Filing new auto claim,resolved,Resolved on first call,4.0,True
-9007,2024-06-24 15:57:08,17237064377,4,New Quote,6,general,338,7.7,Remove vehicle from policy,resolved,"Information provided, no action needed",3.0,True
-9008,2024-06-24 15:59:20,13196065726,2,Billing & Payments,8,billing,2,4.4,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-9009,2024-06-24 16:16:57,18699973295,3,Policy Changes,5,general,48,4.9,Dispute claim denial,follow_up_needed,"Information provided, no action needed",2.0,False
-9010,2024-06-24 16:32:56,17565557478,1,Claims,1,claims,175,6.2,Remove vehicle from policy,resolved,Customer requested manager,5.0,True
-9011,2024-06-24 16:43:35,16405705723,0,Speak to Agent,5,general,241,7.7,General coverage question,follow_up_needed,"Claim filed, reference number provided",3.0,False
-9012,2024-06-24 16:50:10,13784759065,1,Claims,1,claims,345,8.2,Reinstate lapsed policy,resolved,Policy updated per customer request,5.0,True
-9013,2024-06-24 16:53:02,13731196506,0,Speak to Agent,5,general,132,13.2,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-9014,2024-06-24 16:55:52,15906323376,1,Claims,1,claims,75,4.1,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-9015,2024-06-24 16:57:33,16942989768,0,Speak to Agent,6,general,0,12.9,Ask about discounts,resolved,Customer requested manager,3.0,True
-9016,2024-06-24 17:38:01,17786722147,2,Billing & Payments,8,billing,0,6.9,Add driver to policy,resolved,Resolved on first call,5.0,True
-9017,2024-06-24 17:39:02,14812412319,4,New Quote,5,general,143,4.5,Change coverage level,resolved,Payment processed successfully,4.0,True
-9018,2024-06-24 17:39:31,16030155217,4,New Quote,6,general,0,4.6,Ask about deductible,resolved,Customer requested manager,1.0,True
-9019,2024-06-24 18:05:46,13353842391,4,New Quote,6,general,59,11.7,Payment not processed,follow_up_needed,Policy updated per customer request,4.0,False
-9020,2024-06-24 18:08:20,17358118333,3,Policy Changes,6,general,0,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-9021,2024-06-24 18:20:48,14009225208,1,Claims,7,claims,131,4.8,General coverage question,transferred,Resolved on first call,4.0,False
-9022,2024-06-24 18:28:31,12987841773,1,Claims,2,claims,0,8.3,General coverage question,follow_up_needed,Transferred to supervisor,3.0,False
-9023,2024-06-24 18:36:00,15825443026,2,Billing & Payments,4,billing,51,6.3,Filing new auto claim,resolved,Callback scheduled for tomorrow,4.0,True
-9024,2024-06-24 18:37:05,19345708274,2,Billing & Payments,8,billing,16,0.5,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-9025,2024-06-24 18:46:22,16082335978,0,Speak to Agent,6,general,263,7.4,Ask about discounts,resolved,Escalated to claims adjuster,4.0,True
-9026,2024-06-25 07:04:23,19810387290,0,Speak to Agent,5,general,329,6.7,Inquire about premium increase,transferred,Callback scheduled for tomorrow,3.0,False
-9027,2024-06-25 07:05:23,13416976370,1,Claims,1,claims,120,6.9,Reinstate lapsed policy,transferred,Customer disconnected before resolution,4.0,False
-9028,2024-06-25 07:16:03,17779998514,0,Speak to Agent,6,general,270,11.8,Request payment plan,resolved,Customer disconnected before resolution,3.0,True
-9029,2024-06-25 07:22:59,12315458861,4,New Quote,5,general,0,4.9,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-9030,2024-06-25 07:25:47,13128628462,0,Speak to Agent,6,general,138,10.2,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-9031,2024-06-25 07:26:43,14172455643,0,Speak to Agent,5,general,187,9.5,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,3.0,True
-9032,2024-06-25 07:41:33,15705426159,3,Policy Changes,6,general,127,6.9,Cancel policy,transferred,Payment processed successfully,3.0,False
-9033,2024-06-25 07:47:12,15021417499,0,Speak to Agent,5,general,135,7.4,Filing new auto claim,transferred,Customer disconnected before resolution,3.0,False
-9034,2024-06-25 08:09:26,15927673329,3,Policy Changes,6,general,201,5.9,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-9035,2024-06-25 08:12:22,13158057167,1,Claims,2,claims,123,10.1,General coverage question,resolved,Payment processed successfully,4.0,True
-9036,2024-06-25 08:32:44,17967598793,3,Policy Changes,5,general,0,4.3,Request ID cards,follow_up_needed,Resolved on first call,3.0,False
-9037,2024-06-25 08:39:36,14842016180,1,Claims,2,claims,261,8.6,General coverage question,resolved,Callback scheduled for tomorrow,3.0,True
-9038,2024-06-25 08:41:54,16559854708,1,Claims,1,claims,0,12.0,Update payment method,resolved,Customer disconnected before resolution,5.0,True
-9039,2024-06-25 09:08:15,14115201243,0,Speak to Agent,6,general,109,5.6,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-9040,2024-06-25 09:17:44,14463687113,2,Billing & Payments,3,billing,0,5.5,Filing new auto claim,resolved,Resolved on first call,3.0,True
-9041,2024-06-25 09:18:13,13747163761,2,Billing & Payments,4,billing,136,5.6,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-9042,2024-06-25 09:28:07,12149091217,2,Billing & Payments,3,billing,13,4.9,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-9043,2024-06-25 09:29:38,12765433284,4,New Quote,6,general,31,10.5,Ask about deductible,transferred,"Claim filed, reference number provided",4.0,False
-9044,2024-06-25 09:32:47,16146406521,1,Claims,7,claims,147,3.0,Update address,follow_up_needed,Policy updated per customer request,3.0,False
-9045,2024-06-25 09:40:27,18501667063,3,Policy Changes,6,general,208,9.7,Dispute claim denial,resolved,Customer requested manager,5.0,True
-9046,2024-06-25 09:52:50,19936083230,0,Speak to Agent,5,general,0,4.9,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-9047,2024-06-25 10:00:03,13240298215,3,Policy Changes,5,general,177,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-9048,2024-06-25 10:08:51,13930923841,4,New Quote,5,general,88,7.6,Add driver to policy,transferred,Callback scheduled for tomorrow,3.0,False
-9049,2024-06-25 10:19:55,13085534405,1,Claims,2,claims,22,11.4,Remove vehicle from policy,resolved,Customer disconnected before resolution,2.0,True
-9050,2024-06-25 10:20:47,18337114784,0,Speak to Agent,6,general,170,7.6,Cancel policy,resolved,Payment processed successfully,5.0,True
-9051,2024-06-25 10:23:01,17309276563,0,Speak to Agent,6,general,58,9.1,Cancel policy,resolved,Resolved on first call,3.0,True
-9052,2024-06-25 10:46:48,13615217969,2,Billing & Payments,8,billing,73,6.4,Dispute claim denial,resolved,Callback scheduled for tomorrow,3.0,True
-9053,2024-06-25 10:47:34,13181090057,2,Billing & Payments,4,billing,54,4.1,Claim status inquiry,resolved,Payment processed successfully,3.0,True
-9054,2024-06-25 10:52:04,17893101587,1,Claims,2,claims,152,9.0,Remove vehicle from policy,follow_up_needed,Resolved on first call,3.0,False
-9055,2024-06-25 10:52:52,12077295121,2,Billing & Payments,8,billing,216,3.1,Change coverage level,resolved,Transferred to supervisor,4.0,True
-9056,2024-06-25 11:06:59,18764733727,2,Billing & Payments,4,billing,148,4.6,Ask about discounts,follow_up_needed,Escalated to claims adjuster,3.0,False
-9057,2024-06-25 11:18:58,12337263206,4,New Quote,6,general,194,11.5,Complaint about service,resolved,Policy updated per customer request,4.0,True
-9058,2024-06-25 11:23:09,12828889054,3,Policy Changes,5,general,0,3.6,Complaint about service,resolved,Customer requested manager,3.0,True
-9059,2024-06-25 11:24:07,14083719987,2,Billing & Payments,4,billing,244,3.4,Report accident,resolved,"Information provided, no action needed",4.0,True
-9060,2024-06-25 11:25:08,15953381203,4,New Quote,5,general,112,0.0,Change coverage level,abandoned,Customer abandoned,,False
-9061,2024-06-25 11:25:54,13557782563,2,Billing & Payments,4,billing,0,7.0,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-9062,2024-06-25 11:25:59,16082607336,4,New Quote,5,general,172,6.6,Claim status inquiry,follow_up_needed,Payment processed successfully,3.0,False
-9063,2024-06-25 11:31:07,13401874387,0,Speak to Agent,5,general,200,5.5,General coverage question,follow_up_needed,Customer disconnected before resolution,4.0,False
-9064,2024-06-25 11:38:00,19773205239,1,Claims,1,claims,138,4.7,Ask about discounts,resolved,Escalated to claims adjuster,2.0,True
-9065,2024-06-25 11:44:23,13898392370,2,Billing & Payments,8,billing,272,6.3,Dispute claim denial,resolved,Resolved on first call,4.0,True
-9066,2024-06-25 11:49:08,13282019909,0,Speak to Agent,5,general,196,1.4,Update address,resolved,Escalated to claims adjuster,3.0,True
-9067,2024-06-25 11:53:53,16823699134,0,Speak to Agent,6,general,121,13.5,Request ID cards,resolved,Customer requested manager,3.0,True
-9068,2024-06-25 12:06:14,14139687864,0,Speak to Agent,6,general,284,5.8,Request proof of insurance,transferred,Customer disconnected before resolution,2.0,False
-9069,2024-06-25 12:41:14,18490340709,0,Speak to Agent,5,general,296,4.6,Cancel policy,follow_up_needed,Policy updated per customer request,2.0,False
-9070,2024-06-25 12:43:49,17078490653,4,New Quote,5,general,238,3.9,Dispute claim denial,follow_up_needed,Payment processed successfully,2.0,False
-9071,2024-06-25 12:50:09,15207233385,4,New Quote,6,general,90,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-9072,2024-06-25 12:54:38,14236426962,4,New Quote,5,general,26,6.5,Complaint about service,resolved,Resolved on first call,4.0,True
-9073,2024-06-25 13:07:25,12245409919,2,Billing & Payments,3,billing,28,2.9,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-9074,2024-06-25 13:10:16,15928332535,2,Billing & Payments,3,billing,238,6.3,General coverage question,follow_up_needed,Policy updated per customer request,4.0,False
-9075,2024-06-25 13:19:47,19111461109,3,Policy Changes,6,general,105,10.8,Request ID cards,follow_up_needed,"Claim filed, reference number provided",4.0,False
-9076,2024-06-25 13:27:05,14064111624,1,Claims,7,claims,266,3.8,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-9077,2024-06-25 13:48:38,17557440459,4,New Quote,5,general,194,6.5,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-9078,2024-06-25 14:10:06,16798621966,4,New Quote,5,general,42,7.0,Update address,resolved,Policy updated per customer request,5.0,True
-9079,2024-06-25 14:20:04,16990036237,0,Speak to Agent,5,general,71,6.2,Request ID cards,follow_up_needed,"Claim filed, reference number provided",3.0,False
-9080,2024-06-25 14:24:43,16879370077,3,Policy Changes,6,general,117,9.0,Claim status inquiry,resolved,Callback scheduled for tomorrow,3.0,True
-9081,2024-06-25 14:26:01,12523239153,2,Billing & Payments,3,billing,0,6.9,Change coverage level,transferred,Callback scheduled for tomorrow,2.0,False
-9082,2024-06-25 14:29:35,12654649534,4,New Quote,5,general,69,7.2,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-9083,2024-06-25 14:31:56,13572532531,4,New Quote,5,general,245,9.4,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-9084,2024-06-25 14:33:15,15322405036,3,Policy Changes,6,general,236,0.0,Change coverage level,abandoned,Customer abandoned,,False
-9085,2024-06-25 14:57:52,14947980286,4,New Quote,6,general,152,8.2,Complaint about service,resolved,Payment processed successfully,4.0,True
-9086,2024-06-25 15:05:57,15888887651,4,New Quote,5,general,78,4.0,Change coverage level,resolved,"Claim filed, reference number provided",5.0,True
-9087,2024-06-25 15:14:48,17413974430,3,Policy Changes,5,general,81,3.7,Report accident,resolved,Resolved on first call,5.0,True
-9088,2024-06-25 15:21:04,14527248075,3,Policy Changes,6,general,194,7.8,Change coverage level,resolved,Payment processed successfully,5.0,True
-9089,2024-06-25 15:35:44,17217730130,1,Claims,2,claims,133,7.5,Update payment method,follow_up_needed,Transferred to supervisor,1.0,False
-9090,2024-06-25 15:55:58,19549005053,4,New Quote,5,general,67,8.7,Filing new auto claim,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-9091,2024-06-25 16:30:02,15805991612,4,New Quote,6,general,175,9.3,Request proof of insurance,resolved,Customer requested manager,5.0,True
-9092,2024-06-25 16:36:55,15880980885,1,Claims,7,claims,0,6.1,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-9093,2024-06-25 16:49:36,13166766941,3,Policy Changes,6,general,73,5.8,Remove vehicle from policy,resolved,Resolved on first call,5.0,True
-9094,2024-06-25 17:04:10,12612221811,3,Policy Changes,5,general,232,3.7,Ask about deductible,resolved,Escalated to claims adjuster,3.0,True
-9095,2024-06-25 17:09:37,12367432535,1,Claims,7,claims,64,3.4,Update address,resolved,"Claim filed, reference number provided",4.0,True
-9096,2024-06-25 17:10:04,19991751933,4,New Quote,5,general,256,3.6,Request proof of insurance,transferred,Payment processed successfully,3.0,False
-9097,2024-06-25 17:22:26,16723793156,0,Speak to Agent,6,general,46,0.0,Complaint about service,abandoned,Customer abandoned,,False
-9098,2024-06-25 17:30:23,17437224857,3,Policy Changes,6,general,118,4.1,Ask about deductible,resolved,Payment processed successfully,4.0,True
-9099,2024-06-25 18:00:32,13993375287,4,New Quote,5,general,134,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-9100,2024-06-25 18:08:33,19029837183,4,New Quote,6,general,225,9.0,Ask about deductible,resolved,Payment processed successfully,5.0,True
-9101,2024-06-25 18:08:35,19052938876,2,Billing & Payments,8,billing,153,3.8,Request proof of insurance,resolved,Resolved on first call,2.0,True
-9102,2024-06-25 18:14:13,19395835141,2,Billing & Payments,4,billing,69,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-9103,2024-06-25 18:22:44,19932833061,1,Claims,1,claims,159,8.4,Filing new auto claim,resolved,Escalated to claims adjuster,5.0,True
-9104,2024-06-25 18:31:23,13511293649,3,Policy Changes,5,general,102,6.2,Ask about discounts,transferred,Policy updated per customer request,3.0,False
-9105,2024-06-26 07:14:46,13329214691,1,Claims,2,claims,295,11.1,Update payment method,follow_up_needed,Customer disconnected before resolution,1.0,False
-9106,2024-06-26 07:22:18,14991273114,1,Claims,2,claims,139,5.6,Payment not processed,resolved,"Claim filed, reference number provided",5.0,True
-9107,2024-06-26 07:23:37,15109070375,3,Policy Changes,5,general,166,2.8,Request proof of insurance,resolved,"Information provided, no action needed",4.0,True
-9108,2024-06-26 07:32:14,13768195887,0,Speak to Agent,5,general,248,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-9109,2024-06-26 07:38:24,16723524985,1,Claims,2,claims,0,10.6,Request proof of insurance,follow_up_needed,Escalated to claims adjuster,3.0,False
-9110,2024-06-26 07:47:27,15312845327,3,Policy Changes,6,general,0,7.2,Update address,resolved,Resolved on first call,3.0,True
-9111,2024-06-26 08:03:33,12052267377,1,Claims,2,claims,84,7.0,Report accident,resolved,Customer requested manager,3.0,True
-9112,2024-06-26 08:33:47,14936963284,1,Claims,2,claims,75,10.6,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-9113,2024-06-26 08:42:49,17198322118,3,Policy Changes,6,general,115,7.2,Change coverage level,transferred,Customer disconnected before resolution,3.0,False
-9114,2024-06-26 08:43:34,15156479093,2,Billing & Payments,4,billing,33,8.5,Update payment method,transferred,"Information provided, no action needed",4.0,False
-9115,2024-06-26 09:00:37,15125324550,0,Speak to Agent,5,general,7,3.5,Complaint about service,follow_up_needed,Policy updated per customer request,4.0,False
-9116,2024-06-26 09:29:58,18762522196,3,Policy Changes,5,general,125,10.6,Filing new auto claim,follow_up_needed,Customer disconnected before resolution,4.0,False
-9117,2024-06-26 09:34:23,13618111084,2,Billing & Payments,8,billing,0,6.1,Request payment plan,resolved,Policy updated per customer request,4.0,True
-9118,2024-06-26 09:44:12,16154367749,1,Claims,7,claims,120,5.7,Payment not processed,resolved,Transferred to supervisor,3.0,True
-9119,2024-06-26 09:44:30,17335067957,3,Policy Changes,5,general,86,2.7,Request proof of insurance,resolved,Transferred to supervisor,3.0,True
-9120,2024-06-26 09:56:34,17496411171,3,Policy Changes,5,general,169,9.8,Filing new auto claim,resolved,Policy updated per customer request,5.0,True
-9121,2024-06-26 10:04:04,17218607160,0,Speak to Agent,5,general,115,5.0,Cancel policy,resolved,Resolved on first call,2.0,True
-9122,2024-06-26 10:04:34,15407593334,4,New Quote,6,general,135,12.8,Add driver to policy,resolved,Payment processed successfully,3.0,True
-9123,2024-06-26 11:02:58,13535204523,0,Speak to Agent,5,general,212,5.2,General coverage question,resolved,Customer disconnected before resolution,5.0,True
-9124,2024-06-26 11:12:41,16791238602,1,Claims,7,claims,12,3.5,Change coverage level,follow_up_needed,"Claim filed, reference number provided",2.0,False
-9125,2024-06-26 11:22:23,17634040385,0,Speak to Agent,5,general,36,0.5,Add driver to policy,follow_up_needed,Resolved on first call,2.0,False
-9126,2024-06-26 11:23:09,13078669739,4,New Quote,6,general,3,5.7,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-9127,2024-06-26 11:23:28,16836721772,3,Policy Changes,5,general,188,5.1,Ask about discounts,resolved,"Information provided, no action needed",3.0,True
-9128,2024-06-26 11:24:53,12924503855,3,Policy Changes,5,general,312,3.7,Request ID cards,resolved,Policy updated per customer request,4.0,True
-9129,2024-06-26 11:34:53,12464705124,0,Speak to Agent,5,general,128,2.2,Add driver to policy,follow_up_needed,Customer disconnected before resolution,5.0,False
-9130,2024-06-26 11:35:27,16438317524,3,Policy Changes,5,general,125,7.2,Inquire about premium increase,transferred,Customer requested manager,2.0,False
-9131,2024-06-26 11:43:56,17504096577,4,New Quote,5,general,24,8.1,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-9132,2024-06-26 11:45:18,19800670488,0,Speak to Agent,5,general,112,4.9,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-9133,2024-06-26 12:00:00,15236520744,3,Policy Changes,5,general,22,3.4,Cancel policy,resolved,Transferred to supervisor,4.0,True
-9134,2024-06-26 12:35:55,12722127720,4,New Quote,5,general,75,4.0,Add driver to policy,resolved,Customer disconnected before resolution,4.0,True
-9135,2024-06-26 12:42:15,13431820988,2,Billing & Payments,4,billing,162,5.9,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-9136,2024-06-26 13:00:35,15435552683,4,New Quote,5,general,144,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-9137,2024-06-26 13:26:46,14081194629,4,New Quote,6,general,139,8.1,General coverage question,resolved,Transferred to supervisor,5.0,True
-9138,2024-06-26 13:45:13,13660732220,0,Speak to Agent,6,general,67,9.5,Request proof of insurance,resolved,Policy updated per customer request,4.0,True
-9139,2024-06-26 13:58:12,13398551532,1,Claims,1,claims,141,10.5,General coverage question,resolved,Customer requested manager,4.0,True
-9140,2024-06-26 14:10:57,13003850485,1,Claims,2,claims,0,7.4,Reinstate lapsed policy,transferred,Callback scheduled for tomorrow,2.0,False
-9141,2024-06-26 14:53:05,13103017571,1,Claims,1,claims,253,9.7,Remove vehicle from policy,resolved,Resolved on first call,2.0,True
-9142,2024-06-26 14:59:11,19280545389,0,Speak to Agent,5,general,52,9.3,Change coverage level,resolved,Transferred to supervisor,4.0,True
-9143,2024-06-26 15:09:25,12904456642,4,New Quote,5,general,38,4.5,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-9144,2024-06-26 15:17:09,18522572456,0,Speak to Agent,6,general,84,2.5,Complaint about service,follow_up_needed,Payment processed successfully,4.0,False
-9145,2024-06-26 15:17:23,13716522154,2,Billing & Payments,3,billing,0,4.8,Complaint about service,follow_up_needed,Customer disconnected before resolution,3.0,False
-9146,2024-06-26 15:24:59,12137726698,2,Billing & Payments,4,billing,240,0.0,Complaint about service,abandoned,Customer abandoned,,False
-9147,2024-06-26 15:40:13,16155795367,0,Speak to Agent,5,general,72,4.0,Claim status inquiry,transferred,"Information provided, no action needed",4.0,False
-9148,2024-06-26 15:52:35,18368693438,1,Claims,1,claims,40,7.4,Request payment plan,resolved,"Information provided, no action needed",3.0,True
-9149,2024-06-26 15:53:04,12695633461,4,New Quote,5,general,192,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-9150,2024-06-26 16:11:29,12424312741,2,Billing & Payments,4,billing,0,7.6,Request ID cards,resolved,Payment processed successfully,3.0,True
-9151,2024-06-26 16:19:58,13906388067,3,Policy Changes,5,general,101,5.2,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-9152,2024-06-26 16:24:30,12469291152,2,Billing & Payments,8,billing,161,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-9153,2024-06-26 16:31:48,16083757322,0,Speak to Agent,6,general,33,7.1,Reinstate lapsed policy,resolved,"Information provided, no action needed",3.0,True
-9154,2024-06-26 16:32:52,18813134609,3,Policy Changes,6,general,136,13.6,Dispute claim denial,resolved,Resolved on first call,3.0,True
-9155,2024-06-26 16:37:23,17042705826,3,Policy Changes,5,general,70,5.5,Request proof of insurance,transferred,Transferred to supervisor,4.0,False
-9156,2024-06-26 16:53:11,19151501671,0,Speak to Agent,6,general,220,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-9157,2024-06-26 17:15:49,19075780783,1,Claims,1,claims,0,12.5,Ask about discounts,resolved,Customer requested manager,4.0,True
-9158,2024-06-26 17:42:42,13476611197,2,Billing & Payments,3,billing,240,4.9,Request proof of insurance,resolved,"Claim filed, reference number provided",2.0,True
-9159,2024-06-26 18:00:25,18606887194,2,Billing & Payments,3,billing,193,5.9,Request payment plan,resolved,Customer requested manager,3.0,True
-9160,2024-06-26 18:18:25,12020801287,4,New Quote,5,general,94,0.5,Request ID cards,resolved,Resolved on first call,2.0,True
-9161,2024-06-26 18:19:22,16440792638,2,Billing & Payments,4,billing,197,2.3,Filing new auto claim,resolved,"Information provided, no action needed",5.0,True
-9162,2024-06-26 18:28:48,19308894532,2,Billing & Payments,8,billing,136,5.9,Request payment plan,follow_up_needed,Customer disconnected before resolution,4.0,False
-9163,2024-06-27 07:16:06,12293042804,2,Billing & Payments,4,billing,65,3.6,General coverage question,resolved,Escalated to claims adjuster,3.0,True
-9164,2024-06-27 07:47:09,17098973243,2,Billing & Payments,8,billing,0,6.4,Complaint about service,transferred,Payment processed successfully,2.0,False
-9165,2024-06-27 07:53:26,14483124085,0,Speak to Agent,6,general,135,0.0,Request ID cards,abandoned,Customer abandoned,,False
-9166,2024-06-27 08:10:44,15679212946,3,Policy Changes,6,general,274,7.6,Update payment method,resolved,Payment processed successfully,5.0,True
-9167,2024-06-27 08:14:31,13713373582,4,New Quote,6,general,1,9.9,Change coverage level,resolved,Resolved on first call,3.0,True
-9168,2024-06-27 08:28:29,17245730668,2,Billing & Payments,8,billing,61,8.8,Inquire about premium increase,resolved,"Claim filed, reference number provided",3.0,True
-9169,2024-06-27 09:05:00,15418889946,0,Speak to Agent,6,general,305,10.1,Report accident,transferred,Callback scheduled for tomorrow,2.0,False
-9170,2024-06-27 09:17:13,19778725153,3,Policy Changes,5,general,58,1.7,Update address,resolved,Resolved on first call,5.0,True
-9171,2024-06-27 09:17:23,16485547354,3,Policy Changes,5,general,178,4.0,General coverage question,resolved,Payment processed successfully,2.0,True
-9172,2024-06-27 09:17:44,13750088394,2,Billing & Payments,8,billing,171,1.6,Complaint about service,resolved,"Claim filed, reference number provided",3.0,True
-9173,2024-06-27 09:38:03,15447963813,4,New Quote,5,general,169,8.7,Reinstate lapsed policy,resolved,Resolved on first call,4.0,True
-9174,2024-06-27 09:40:54,19981362177,0,Speak to Agent,5,general,68,6.1,Request payment plan,resolved,Resolved on first call,3.0,True
-9175,2024-06-27 09:48:18,16370030119,0,Speak to Agent,5,general,162,4.6,Cancel policy,resolved,Customer requested manager,4.0,True
-9176,2024-06-27 09:49:55,17661611762,1,Claims,2,claims,120,3.8,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-9177,2024-06-27 09:57:43,12514123882,1,Claims,1,claims,248,8.3,Cancel policy,resolved,Policy updated per customer request,4.0,True
-9178,2024-06-27 10:02:21,16776166343,0,Speak to Agent,5,general,114,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-9179,2024-06-27 10:10:25,14039631890,4,New Quote,6,general,39,8.8,Filing new auto claim,resolved,Transferred to supervisor,3.0,True
-9180,2024-06-27 10:18:30,17244942385,0,Speak to Agent,6,general,0,5.6,Request payment plan,resolved,"Claim filed, reference number provided",3.0,True
-9181,2024-06-27 10:22:38,15782977020,1,Claims,7,claims,304,0.0,Request payment plan,abandoned,Customer abandoned,,False
-9182,2024-06-27 10:34:07,14146005536,4,New Quote,5,general,266,5.9,Update payment method,follow_up_needed,Escalated to claims adjuster,2.0,False
-9183,2024-06-27 10:48:28,16042533816,4,New Quote,5,general,189,0.0,Cancel policy,abandoned,Customer abandoned,,False
-9184,2024-06-27 10:53:50,12438137719,0,Speak to Agent,6,general,0,9.8,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-9185,2024-06-27 11:22:37,15464343471,1,Claims,2,claims,125,2.2,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-9186,2024-06-27 11:23:01,12637040163,1,Claims,2,claims,0,0.0,Update payment method,abandoned,Customer abandoned,,False
-9187,2024-06-27 11:27:14,16627594044,4,New Quote,5,general,99,3.5,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-9188,2024-06-27 11:29:33,17168944506,4,New Quote,5,general,203,7.4,Payment not processed,resolved,Escalated to claims adjuster,3.0,True
-9189,2024-06-27 11:32:21,17081137773,1,Claims,2,claims,152,4.2,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-9190,2024-06-27 11:32:25,13291703794,4,New Quote,6,general,14,0.0,Request payment plan,abandoned,Customer abandoned,,False
-9191,2024-06-27 11:35:48,15439075253,1,Claims,2,claims,189,11.1,Ask about deductible,resolved,Policy updated per customer request,1.0,True
-9192,2024-06-27 11:49:53,17888278210,4,New Quote,6,general,231,0.0,Request ID cards,abandoned,Customer abandoned,,False
-9193,2024-06-27 11:50:12,13484404290,3,Policy Changes,6,general,0,4.2,Report accident,follow_up_needed,"Information provided, no action needed",3.0,False
-9194,2024-06-27 12:28:11,18948968601,1,Claims,1,claims,76,8.9,Dispute claim denial,resolved,"Claim filed, reference number provided",5.0,True
-9195,2024-06-27 12:48:09,16675993298,4,New Quote,5,general,237,0.5,Update payment method,follow_up_needed,"Claim filed, reference number provided",3.0,False
-9196,2024-06-27 13:01:37,13801994740,0,Speak to Agent,6,general,73,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-9197,2024-06-27 13:16:57,18305964105,0,Speak to Agent,5,general,60,6.0,General coverage question,resolved,Escalated to claims adjuster,4.0,True
-9198,2024-06-27 13:25:21,17872711516,4,New Quote,5,general,347,5.8,Ask about deductible,resolved,Callback scheduled for tomorrow,5.0,True
-9199,2024-06-27 13:42:24,19951844960,1,Claims,1,claims,135,9.9,Update address,follow_up_needed,Policy updated per customer request,3.0,False
-9200,2024-06-27 14:03:34,19164388026,4,New Quote,5,general,32,3.4,Cancel policy,resolved,Customer disconnected before resolution,4.0,True
-9201,2024-06-27 14:11:43,19692951605,3,Policy Changes,5,general,132,5.5,Payment not processed,follow_up_needed,Customer requested manager,3.0,False
-9202,2024-06-27 14:14:18,16481058911,3,Policy Changes,6,general,55,5.8,Remove vehicle from policy,transferred,Customer requested manager,4.0,False
-9203,2024-06-27 14:44:57,19249725891,2,Billing & Payments,4,billing,28,4.4,Reinstate lapsed policy,resolved,Resolved on first call,5.0,True
-9204,2024-06-27 14:49:11,18245501922,3,Policy Changes,5,general,0,1.9,Update address,resolved,Policy updated per customer request,3.0,True
-9205,2024-06-27 15:00:02,17909277443,4,New Quote,6,general,272,7.8,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-9206,2024-06-27 15:27:04,16896943442,4,New Quote,6,general,100,10.6,Dispute claim denial,resolved,Customer requested manager,3.0,True
-9207,2024-06-27 15:28:05,19982955561,1,Claims,1,claims,205,8.1,Update address,resolved,"Information provided, no action needed",3.0,True
-9208,2024-06-27 15:31:18,13770332476,3,Policy Changes,5,general,144,2.8,Ask about discounts,resolved,Resolved on first call,3.0,True
-9209,2024-06-27 15:53:12,13407417235,3,Policy Changes,6,general,0,3.4,Remove vehicle from policy,transferred,Escalated to claims adjuster,2.0,False
-9210,2024-06-27 15:57:14,17571073005,4,New Quote,6,general,206,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-9211,2024-06-27 16:01:14,18976235152,4,New Quote,5,general,198,2.9,Report accident,resolved,Resolved on first call,3.0,True
-9212,2024-06-27 16:30:35,13437714169,2,Billing & Payments,4,billing,381,11.2,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-9213,2024-06-27 16:37:11,15734799449,1,Claims,1,claims,99,7.2,Reinstate lapsed policy,resolved,Customer requested manager,5.0,True
-9214,2024-06-27 16:47:34,18908448542,2,Billing & Payments,8,billing,93,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-9215,2024-06-27 16:51:09,15968761125,1,Claims,2,claims,28,13.1,Request payment plan,follow_up_needed,Policy updated per customer request,4.0,False
-9216,2024-06-27 17:03:54,13154586585,2,Billing & Payments,3,billing,89,3.0,General coverage question,resolved,"Information provided, no action needed",5.0,True
-9217,2024-06-27 17:17:31,12935066549,2,Billing & Payments,8,billing,220,4.4,Complaint about service,resolved,"Information provided, no action needed",4.0,True
-9218,2024-06-27 17:38:00,13601335002,3,Policy Changes,6,general,171,9.5,Complaint about service,resolved,Policy updated per customer request,4.0,True
-9219,2024-06-27 18:22:58,19212748644,2,Billing & Payments,8,billing,125,7.1,Add driver to policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-9220,2024-06-28 07:00:54,18457157350,2,Billing & Payments,3,billing,111,2.5,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-9221,2024-06-28 07:03:06,13116822286,1,Claims,2,claims,0,9.5,Filing new auto claim,transferred,Customer requested manager,3.0,False
-9222,2024-06-28 07:03:20,13358879462,0,Speak to Agent,5,general,0,5.3,Ask about discounts,transferred,"Claim filed, reference number provided",3.0,False
-9223,2024-06-28 07:04:22,12908804646,1,Claims,1,claims,159,9.9,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-9224,2024-06-28 07:13:36,18483505254,3,Policy Changes,5,general,136,3.3,Payment not processed,resolved,Resolved on first call,3.0,True
-9225,2024-06-28 07:27:22,19602937983,4,New Quote,5,general,266,7.7,Filing new auto claim,follow_up_needed,"Information provided, no action needed",5.0,False
-9226,2024-06-28 07:41:38,17542045076,1,Claims,7,claims,90,6.5,Remove vehicle from policy,resolved,"Claim filed, reference number provided",5.0,True
-9227,2024-06-28 07:52:25,13955657012,4,New Quote,5,general,44,2.3,Request payment plan,resolved,Resolved on first call,5.0,True
-9228,2024-06-28 08:04:28,15419709149,4,New Quote,5,general,129,8.9,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-9229,2024-06-28 08:09:21,18792800092,1,Claims,7,claims,121,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-9230,2024-06-28 08:09:46,13854065096,3,Policy Changes,6,general,196,14.2,Update address,follow_up_needed,Escalated to claims adjuster,3.0,False
-9231,2024-06-28 08:16:30,17684087258,0,Speak to Agent,6,general,207,8.1,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-9232,2024-06-28 08:26:23,19651933240,0,Speak to Agent,5,general,168,3.2,Complaint about service,follow_up_needed,"Information provided, no action needed",3.0,False
-9233,2024-06-28 08:29:38,17270771303,4,New Quote,6,general,65,4.5,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-9234,2024-06-28 08:39:05,14927377706,4,New Quote,5,general,119,7.6,Change coverage level,resolved,Payment processed successfully,4.0,True
-9235,2024-06-28 08:51:36,15281277772,2,Billing & Payments,3,billing,163,8.3,Payment not processed,transferred,Escalated to claims adjuster,4.0,False
-9236,2024-06-28 09:11:43,16731887230,0,Speak to Agent,5,general,58,3.6,Inquire about premium increase,resolved,Customer disconnected before resolution,3.0,True
-9237,2024-06-28 09:20:07,13689837119,0,Speak to Agent,5,general,0,4.4,Dispute claim denial,resolved,Customer disconnected before resolution,4.0,True
-9238,2024-06-28 09:28:56,17266234423,1,Claims,7,claims,140,5.2,Ask about discounts,follow_up_needed,Policy updated per customer request,4.0,False
-9239,2024-06-28 09:38:29,15878955713,1,Claims,2,claims,152,7.8,Complaint about service,resolved,Policy updated per customer request,3.0,True
-9240,2024-06-28 09:41:00,15748088608,3,Policy Changes,6,general,189,9.5,Add driver to policy,follow_up_needed,Resolved on first call,2.0,False
-9241,2024-06-28 09:56:30,12327693230,3,Policy Changes,5,general,96,7.4,General coverage question,transferred,Payment processed successfully,3.0,False
-9242,2024-06-28 10:07:04,13279841986,1,Claims,1,claims,0,9.4,Complaint about service,resolved,"Information provided, no action needed",3.0,True
-9243,2024-06-28 10:13:10,18518202787,0,Speak to Agent,5,general,21,9.1,Add driver to policy,resolved,Payment processed successfully,3.0,True
-9244,2024-06-28 10:19:21,15388595857,1,Claims,2,claims,203,11.9,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-9245,2024-06-28 10:25:13,15623899689,0,Speak to Agent,6,general,37,10.5,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-9246,2024-06-28 10:29:31,14444292837,4,New Quote,6,general,0,7.2,General coverage question,resolved,Transferred to supervisor,4.0,True
-9247,2024-06-28 10:31:45,13527939139,4,New Quote,5,general,80,6.8,Change coverage level,resolved,Transferred to supervisor,4.0,True
-9248,2024-06-28 10:32:50,17794710978,1,Claims,2,claims,271,7.8,Remove vehicle from policy,resolved,Policy updated per customer request,4.0,True
-9249,2024-06-28 10:35:38,12280941261,3,Policy Changes,5,general,0,3.1,Claim status inquiry,transferred,"Claim filed, reference number provided",2.0,False
-9250,2024-06-28 10:40:24,15884746341,3,Policy Changes,6,general,136,6.1,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",3.0,False
-9251,2024-06-28 10:51:56,13285521865,3,Policy Changes,6,general,71,12.2,Filing new auto claim,resolved,Callback scheduled for tomorrow,4.0,True
-9252,2024-06-28 11:02:16,19253025516,4,New Quote,5,general,27,6.6,Cancel policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-9253,2024-06-28 11:09:40,16389102582,3,Policy Changes,5,general,111,7.2,Cancel policy,resolved,"Information provided, no action needed",4.0,True
-9254,2024-06-28 11:12:00,13040022459,0,Speak to Agent,5,general,134,5.2,Update address,follow_up_needed,Transferred to supervisor,4.0,False
-9255,2024-06-28 11:14:07,13182021555,2,Billing & Payments,4,billing,115,9.0,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-9256,2024-06-28 11:32:00,12438379058,0,Speak to Agent,6,general,30,9.3,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-9257,2024-06-28 11:33:25,16550389257,1,Claims,1,claims,153,4.2,Update payment method,resolved,Resolved on first call,4.0,True
-9258,2024-06-28 11:55:39,12150873716,1,Claims,7,claims,112,0.0,Payment not processed,abandoned,Customer abandoned,,False
-9259,2024-06-28 12:00:51,17717512653,3,Policy Changes,5,general,129,5.1,Complaint about service,resolved,Customer disconnected before resolution,3.0,True
-9260,2024-06-28 12:50:03,13649540738,4,New Quote,6,general,134,7.6,Report accident,resolved,"Information provided, no action needed",2.0,True
-9261,2024-06-28 13:20:27,16735683757,2,Billing & Payments,8,billing,160,7.7,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-9262,2024-06-28 13:44:44,19740515632,4,New Quote,6,general,192,15.8,Ask about deductible,follow_up_needed,Transferred to supervisor,3.0,False
-9263,2024-06-28 13:48:35,18153064632,0,Speak to Agent,6,general,172,9.3,Inquire about premium increase,follow_up_needed,Payment processed successfully,3.0,False
-9264,2024-06-28 14:05:53,18219019000,0,Speak to Agent,5,general,323,3.8,Remove vehicle from policy,resolved,Payment processed successfully,5.0,True
-9265,2024-06-28 14:13:35,18074862905,4,New Quote,5,general,120,4.0,Dispute claim denial,resolved,Escalated to claims adjuster,3.0,True
-9266,2024-06-28 14:25:15,18231123331,2,Billing & Payments,8,billing,152,7.6,Remove vehicle from policy,resolved,Customer requested manager,5.0,True
-9267,2024-06-28 14:48:24,19029471365,2,Billing & Payments,8,billing,62,5.0,Cancel policy,resolved,Policy updated per customer request,5.0,True
-9268,2024-06-28 14:53:14,13858153121,0,Speak to Agent,5,general,183,5.2,Ask about discounts,resolved,Customer requested manager,5.0,True
-9269,2024-06-28 15:25:16,17916719405,3,Policy Changes,5,general,120,7.5,Cancel policy,resolved,"Information provided, no action needed",4.0,True
-9270,2024-06-28 15:52:29,14040838494,1,Claims,7,claims,47,0.5,Inquire about premium increase,resolved,Transferred to supervisor,5.0,True
-9271,2024-06-28 16:07:21,16389153825,2,Billing & Payments,8,billing,60,4.3,Report accident,follow_up_needed,Resolved on first call,4.0,False
-9272,2024-06-28 16:13:32,18363383289,3,Policy Changes,5,general,68,8.6,Ask about deductible,transferred,Customer requested manager,4.0,False
-9273,2024-06-28 16:23:58,12264779732,4,New Quote,6,general,44,0.0,Report accident,abandoned,Customer abandoned,,False
-9274,2024-06-28 16:30:03,14811439235,0,Speak to Agent,5,general,58,6.2,Add driver to policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-9275,2024-06-28 16:32:29,19204736839,4,New Quote,6,general,86,9.3,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-9276,2024-06-28 16:32:43,14487529963,1,Claims,7,claims,61,2.5,General coverage question,resolved,Resolved on first call,5.0,True
-9277,2024-06-28 16:55:07,16302959147,1,Claims,7,claims,248,1.4,Add driver to policy,follow_up_needed,Customer requested manager,4.0,False
-9278,2024-06-28 16:56:33,15265134714,3,Policy Changes,6,general,156,8.8,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-9279,2024-06-28 17:00:38,13411393820,0,Speak to Agent,5,general,73,5.3,Payment not processed,resolved,Resolved on first call,2.0,True
-9280,2024-06-28 17:01:44,15956900193,3,Policy Changes,5,general,34,5.6,Request ID cards,follow_up_needed,"Information provided, no action needed",3.0,False
-9281,2024-06-28 17:31:48,13615910639,0,Speak to Agent,6,general,100,9.8,Ask about discounts,follow_up_needed,Customer requested manager,2.0,False
-9282,2024-06-28 18:39:05,17585157128,3,Policy Changes,6,general,48,6.6,Complaint about service,follow_up_needed,"Claim filed, reference number provided",3.0,False
-9283,2024-06-28 18:46:56,17037962798,1,Claims,2,claims,22,8.3,Request ID cards,resolved,Transferred to supervisor,4.0,True
-9284,2024-06-28 18:51:30,15159947670,1,Claims,7,claims,210,8.3,Cancel policy,transferred,Transferred to supervisor,5.0,False
-9285,2024-06-28 18:53:01,12360109674,0,Speak to Agent,6,general,360,9.3,Claim status inquiry,resolved,Resolved on first call,5.0,True
-9286,2024-06-28 18:57:30,14977665918,0,Speak to Agent,6,general,166,9.1,Claim status inquiry,resolved,"Information provided, no action needed",3.0,True
-9287,2024-06-29 09:03:52,19049078224,4,New Quote,5,general,254,0.0,Change coverage level,abandoned,Customer abandoned,,False
-9288,2024-06-29 09:14:46,12206631293,4,New Quote,5,general,4,5.8,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,5.0,True
-9289,2024-06-29 09:24:47,18202249786,0,Speak to Agent,5,general,280,4.3,Ask about discounts,resolved,Resolved on first call,4.0,True
-9290,2024-06-29 09:29:44,16393689844,0,Speak to Agent,5,general,0,4.9,Request payment plan,resolved,Transferred to supervisor,5.0,True
-9291,2024-06-29 09:30:43,18816911811,3,Policy Changes,6,general,148,9.1,Ask about deductible,follow_up_needed,Payment processed successfully,1.0,False
-9292,2024-06-29 09:37:45,14404765466,2,Billing & Payments,3,billing,28,1.5,Add driver to policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-9293,2024-06-29 09:46:05,19072704220,1,Claims,1,claims,133,7.0,Request ID cards,resolved,Resolved on first call,5.0,True
-9294,2024-06-29 10:18:38,19394828301,1,Claims,2,claims,98,6.6,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-9295,2024-06-29 10:19:24,16060686156,2,Billing & Payments,4,billing,120,5.8,Claim status inquiry,resolved,Callback scheduled for tomorrow,3.0,True
-9296,2024-06-29 10:28:20,17039838187,4,New Quote,6,general,106,0.0,Update address,abandoned,Customer abandoned,,False
-9297,2024-06-29 10:53:19,13365287586,3,Policy Changes,5,general,170,1.7,Update address,resolved,Payment processed successfully,4.0,True
-9298,2024-06-29 10:59:54,17530616706,1,Claims,1,claims,144,9.1,Request proof of insurance,follow_up_needed,Customer disconnected before resolution,3.0,False
-9299,2024-06-29 11:05:18,18123224972,3,Policy Changes,5,general,186,4.3,Report accident,follow_up_needed,Resolved on first call,4.0,False
-9300,2024-06-29 11:06:40,19030648361,1,Claims,1,claims,10,6.5,Filing new auto claim,resolved,Customer requested manager,5.0,True
-9301,2024-06-29 11:07:38,18474480697,4,New Quote,6,general,73,11.7,Request ID cards,transferred,Escalated to claims adjuster,5.0,False
-9302,2024-06-29 11:12:50,13594369377,4,New Quote,5,general,165,4.3,Complaint about service,resolved,Customer requested manager,3.0,True
-9303,2024-06-29 11:13:26,12880632421,4,New Quote,6,general,41,11.8,Request proof of insurance,resolved,Policy updated per customer request,5.0,True
-9304,2024-06-29 11:41:12,18093268436,1,Claims,2,claims,248,6.2,Claim status inquiry,follow_up_needed,Customer disconnected before resolution,3.0,False
-9305,2024-06-29 11:51:53,14077931344,1,Claims,2,claims,214,11.1,Dispute claim denial,resolved,Policy updated per customer request,4.0,True
-9306,2024-06-29 11:58:48,17278412187,0,Speak to Agent,6,general,0,9.1,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-9307,2024-06-29 12:04:22,13619323184,1,Claims,2,claims,99,6.1,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-9308,2024-06-29 12:06:26,19309495536,3,Policy Changes,6,general,240,9.5,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-9309,2024-06-29 12:09:34,17059091200,0,Speak to Agent,6,general,230,13.4,Filing new auto claim,follow_up_needed,Policy updated per customer request,5.0,False
-9310,2024-06-29 12:27:54,16135960972,3,Policy Changes,6,general,0,3.9,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-9311,2024-06-29 12:29:17,17476644402,1,Claims,1,claims,232,0.0,Update address,abandoned,Customer abandoned,,False
-9312,2024-06-29 12:48:44,19362524914,3,Policy Changes,5,general,0,6.3,Update address,resolved,Policy updated per customer request,4.0,True
-9313,2024-06-29 12:58:50,12403917508,3,Policy Changes,6,general,107,8.5,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",3.0,True
-9314,2024-07-01 07:07:01,12565559057,3,Policy Changes,5,general,0,6.9,Request payment plan,resolved,Resolved on first call,4.0,True
-9315,2024-07-01 07:10:37,17860292350,3,Policy Changes,6,general,88,10.3,Report accident,resolved,"Claim filed, reference number provided",3.0,True
-9316,2024-07-01 07:14:51,17566314082,0,Speak to Agent,6,general,195,10.5,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-9317,2024-07-01 07:19:26,15336244152,1,Claims,1,claims,78,4.6,Inquire about premium increase,resolved,Payment processed successfully,3.0,True
-9318,2024-07-01 07:20:06,14469594315,1,Claims,1,claims,0,5.4,Change coverage level,resolved,"Claim filed, reference number provided",3.0,True
-9319,2024-07-01 07:24:39,17841308015,3,Policy Changes,5,general,0,0.0,Request payment plan,abandoned,Customer abandoned,,False
-9320,2024-07-01 07:29:25,12579611056,2,Billing & Payments,4,billing,111,7.4,Request proof of insurance,resolved,Payment processed successfully,4.0,True
-9321,2024-07-01 07:33:40,17800586528,1,Claims,1,claims,84,7.6,Payment not processed,resolved,"Information provided, no action needed",5.0,True
-9322,2024-07-01 07:35:25,13119275208,4,New Quote,6,general,19,10.4,Ask about deductible,transferred,Transferred to supervisor,1.0,False
-9323,2024-07-01 07:46:34,19124086861,3,Policy Changes,6,general,81,5.7,Reinstate lapsed policy,resolved,Resolved on first call,4.0,True
-9324,2024-07-01 08:01:43,12873151974,1,Claims,7,claims,346,10.5,Change coverage level,resolved,"Information provided, no action needed",3.0,True
-9325,2024-07-01 08:25:51,19857993231,0,Speak to Agent,5,general,0,5.3,Complaint about service,resolved,Resolved on first call,5.0,True
-9326,2024-07-01 08:28:26,14629984169,0,Speak to Agent,6,general,0,0.0,Update payment method,abandoned,Customer abandoned,,False
-9327,2024-07-01 08:46:21,13230234512,1,Claims,2,claims,86,7.4,Inquire about premium increase,resolved,"Information provided, no action needed",1.0,True
-9328,2024-07-01 08:58:10,16143891890,3,Policy Changes,5,general,47,8.6,Add driver to policy,resolved,"Information provided, no action needed",3.0,True
-9329,2024-07-01 09:14:11,18167080591,0,Speak to Agent,6,general,118,7.2,Filing new auto claim,resolved,Resolved on first call,2.0,True
-9330,2024-07-01 09:26:50,15594380502,3,Policy Changes,6,general,102,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-9331,2024-07-01 09:49:29,14716295625,1,Claims,2,claims,204,2.9,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,5.0,True
-9332,2024-07-01 09:50:43,12917135974,4,New Quote,5,general,116,7.0,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-9333,2024-07-01 09:51:08,15899470103,4,New Quote,5,general,13,7.4,Request ID cards,resolved,Policy updated per customer request,5.0,True
-9334,2024-07-01 09:51:13,15741656859,4,New Quote,6,general,204,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-9335,2024-07-01 09:57:20,16735849398,0,Speak to Agent,6,general,184,14.6,Filing new auto claim,resolved,"Claim filed, reference number provided",4.0,True
-9336,2024-07-01 10:09:26,13811397371,4,New Quote,6,general,49,14.0,Update payment method,resolved,Payment processed successfully,4.0,True
-9337,2024-07-01 10:14:45,15081393850,0,Speak to Agent,6,general,189,8.9,Complaint about service,resolved,Policy updated per customer request,5.0,True
-9338,2024-07-01 10:17:57,15617006803,0,Speak to Agent,5,general,216,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-9339,2024-07-01 10:22:49,15314991541,2,Billing & Payments,8,billing,216,7.3,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-9340,2024-07-01 10:24:55,17567069374,0,Speak to Agent,5,general,55,3.1,Add driver to policy,resolved,Customer requested manager,5.0,True
-9341,2024-07-01 10:37:00,17643355389,0,Speak to Agent,6,general,123,6.3,General coverage question,resolved,Escalated to claims adjuster,3.0,True
-9342,2024-07-01 10:39:48,16089150106,3,Policy Changes,6,general,139,6.9,Payment not processed,resolved,Callback scheduled for tomorrow,3.0,True
-9343,2024-07-01 10:41:55,13711311892,1,Claims,2,claims,141,5.7,General coverage question,follow_up_needed,Customer requested manager,2.0,False
-9344,2024-07-01 10:41:57,12502716823,0,Speak to Agent,5,general,0,7.0,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-9345,2024-07-01 10:50:28,18534712297,2,Billing & Payments,4,billing,203,4.6,Remove vehicle from policy,resolved,Customer requested manager,5.0,True
-9346,2024-07-01 10:52:47,15706987961,4,New Quote,5,general,307,0.5,Report accident,resolved,Escalated to claims adjuster,3.0,True
-9347,2024-07-01 10:58:36,13175186718,4,New Quote,5,general,104,7.0,Payment not processed,resolved,Callback scheduled for tomorrow,4.0,True
-9348,2024-07-01 10:59:43,14374152244,4,New Quote,6,general,191,5.2,Change coverage level,transferred,Customer disconnected before resolution,1.0,False
-9349,2024-07-01 11:09:08,12160222989,1,Claims,7,claims,0,8.0,Request proof of insurance,follow_up_needed,"Claim filed, reference number provided",1.0,False
-9350,2024-07-01 11:13:50,12675197965,0,Speak to Agent,6,general,117,6.6,Report accident,follow_up_needed,Payment processed successfully,4.0,False
-9351,2024-07-01 11:14:37,13909991362,3,Policy Changes,5,general,74,6.6,Claim status inquiry,resolved,Customer requested manager,4.0,True
-9352,2024-07-01 11:19:58,14684685056,3,Policy Changes,6,general,208,6.9,Ask about deductible,resolved,Resolved on first call,3.0,True
-9353,2024-07-01 11:20:00,18154042475,4,New Quote,6,general,107,10.9,Change coverage level,resolved,Payment processed successfully,4.0,True
-9354,2024-07-01 11:20:01,15443107222,1,Claims,7,claims,189,4.9,Request proof of insurance,follow_up_needed,Escalated to claims adjuster,4.0,False
-9355,2024-07-01 11:23:03,14972232288,4,New Quote,6,general,91,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-9356,2024-07-01 11:27:08,18786043053,1,Claims,2,claims,160,8.8,Reinstate lapsed policy,transferred,Customer requested manager,3.0,False
-9357,2024-07-01 11:29:27,13799912275,2,Billing & Payments,4,billing,0,0.6,Update address,resolved,"Information provided, no action needed",5.0,True
-9358,2024-07-01 11:29:44,19573412392,2,Billing & Payments,8,billing,97,5.0,Remove vehicle from policy,transferred,Customer disconnected before resolution,3.0,False
-9359,2024-07-01 11:40:02,15095679820,1,Claims,1,claims,0,5.8,Claim status inquiry,follow_up_needed,Transferred to supervisor,3.0,False
-9360,2024-07-01 12:27:39,15726822656,1,Claims,2,claims,93,9.7,Reinstate lapsed policy,resolved,Policy updated per customer request,5.0,True
-9361,2024-07-01 12:28:08,17926236574,1,Claims,7,claims,75,4.1,Change coverage level,follow_up_needed,Policy updated per customer request,3.0,False
-9362,2024-07-01 12:35:48,19080155757,3,Policy Changes,6,general,99,10.2,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-9363,2024-07-01 12:55:25,13135747723,0,Speak to Agent,5,general,192,5.7,Update address,transferred,"Information provided, no action needed",2.0,False
-9364,2024-07-01 12:56:44,14779190741,4,New Quote,5,general,0,4.9,Inquire about premium increase,resolved,Policy updated per customer request,4.0,True
-9365,2024-07-01 13:45:20,12917223182,0,Speak to Agent,6,general,0,9.6,Remove vehicle from policy,resolved,Policy updated per customer request,4.0,True
-9366,2024-07-01 14:26:38,12807859357,0,Speak to Agent,5,general,0,3.6,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-9367,2024-07-01 14:27:09,13606160487,3,Policy Changes,5,general,90,5.6,Inquire about premium increase,follow_up_needed,Customer requested manager,2.0,False
-9368,2024-07-01 14:56:04,15891263855,4,New Quote,6,general,35,8.5,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-9369,2024-07-01 15:20:00,17208748886,4,New Quote,5,general,118,9.0,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-9370,2024-07-01 15:21:56,17528927763,3,Policy Changes,5,general,261,4.8,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-9371,2024-07-01 15:25:01,13470965712,2,Billing & Payments,8,billing,186,5.2,Update address,resolved,Callback scheduled for tomorrow,4.0,True
-9372,2024-07-01 15:54:19,16980586938,2,Billing & Payments,3,billing,83,3.3,Payment not processed,resolved,Escalated to claims adjuster,3.0,True
-9373,2024-07-01 16:12:48,16855511011,0,Speak to Agent,6,general,293,2.7,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-9374,2024-07-01 16:31:26,17054448777,2,Billing & Payments,8,billing,101,0.5,Ask about discounts,follow_up_needed,"Claim filed, reference number provided",2.0,False
-9375,2024-07-01 17:10:35,16154775471,3,Policy Changes,6,general,133,5.2,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-9376,2024-07-01 17:17:07,16841087361,0,Speak to Agent,6,general,192,10.0,Payment not processed,resolved,Transferred to supervisor,3.0,True
-9377,2024-07-01 17:44:07,14236289798,2,Billing & Payments,4,billing,152,2.7,Request payment plan,resolved,"Information provided, no action needed",5.0,True
-9378,2024-07-01 17:59:13,17369691094,2,Billing & Payments,3,billing,84,2.6,Complaint about service,follow_up_needed,Customer requested manager,2.0,False
-9379,2024-07-01 18:08:19,15486909657,4,New Quote,6,general,30,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-9380,2024-07-01 18:28:35,18557915060,4,New Quote,5,general,175,4.2,General coverage question,follow_up_needed,Customer disconnected before resolution,3.0,False
-9381,2024-07-01 18:29:32,17091993335,1,Claims,2,claims,74,12.7,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-9382,2024-07-01 18:41:51,19661011933,4,New Quote,6,general,65,6.9,Report accident,resolved,Customer disconnected before resolution,2.0,True
-9383,2024-07-02 07:08:50,14319631997,3,Policy Changes,5,general,46,1.9,Complaint about service,follow_up_needed,Customer requested manager,2.0,False
-9384,2024-07-02 07:10:23,15243219538,2,Billing & Payments,3,billing,91,6.0,Report accident,follow_up_needed,Payment processed successfully,3.0,False
-9385,2024-07-02 07:11:30,13757162294,0,Speak to Agent,5,general,206,2.3,Filing new auto claim,transferred,Resolved on first call,3.0,False
-9386,2024-07-02 07:11:45,16800221087,2,Billing & Payments,8,billing,97,7.6,Cancel policy,resolved,Resolved on first call,3.0,True
-9387,2024-07-02 07:24:20,16084630030,3,Policy Changes,5,general,79,4.1,Cancel policy,resolved,Customer requested manager,3.0,True
-9388,2024-07-02 07:24:31,15201672628,4,New Quote,6,general,207,9.7,Report accident,resolved,Payment processed successfully,2.0,True
-9389,2024-07-02 07:44:20,14536799979,1,Claims,2,claims,2,7.4,Filing new auto claim,resolved,Transferred to supervisor,3.0,True
-9390,2024-07-02 07:51:11,17852080425,2,Billing & Payments,3,billing,0,4.2,Update address,resolved,Policy updated per customer request,2.0,True
-9391,2024-07-02 07:54:52,18097895278,0,Speak to Agent,6,general,262,8.7,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-9392,2024-07-02 08:05:27,15260475563,3,Policy Changes,5,general,318,9.9,Add driver to policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-9393,2024-07-02 08:10:38,17694554940,1,Claims,7,claims,144,1.9,Cancel policy,transferred,Customer disconnected before resolution,3.0,False
-9394,2024-07-02 08:35:34,12650422974,3,Policy Changes,5,general,59,5.5,Update address,transferred,"Claim filed, reference number provided",2.0,False
-9395,2024-07-02 08:35:51,16219565526,1,Claims,7,claims,149,4.8,Complaint about service,resolved,Payment processed successfully,4.0,True
-9396,2024-07-02 08:46:05,12947798223,3,Policy Changes,5,general,0,7.3,Request payment plan,follow_up_needed,"Claim filed, reference number provided",1.0,False
-9397,2024-07-02 08:55:09,13127126894,3,Policy Changes,5,general,180,4.0,Reinstate lapsed policy,transferred,Customer disconnected before resolution,5.0,False
-9398,2024-07-02 09:00:03,13214280699,0,Speak to Agent,5,general,49,4.9,Update address,resolved,Resolved on first call,3.0,True
-9399,2024-07-02 09:07:55,12720064275,1,Claims,7,claims,206,0.0,Cancel policy,abandoned,Customer abandoned,,False
-9400,2024-07-02 09:27:08,16851390349,4,New Quote,5,general,49,5.4,Ask about discounts,resolved,Resolved on first call,4.0,True
-9401,2024-07-02 09:33:51,18687895431,4,New Quote,5,general,158,3.8,Add driver to policy,resolved,Payment processed successfully,4.0,True
-9402,2024-07-02 09:49:22,18718761717,1,Claims,7,claims,30,5.1,Cancel policy,resolved,"Claim filed, reference number provided",3.0,True
-9403,2024-07-02 10:05:22,12091392454,4,New Quote,5,general,3,8.8,Change coverage level,resolved,Transferred to supervisor,4.0,True
-9404,2024-07-02 10:33:07,19766814176,4,New Quote,6,general,197,7.2,Request proof of insurance,follow_up_needed,Customer requested manager,3.0,False
-9405,2024-07-02 10:42:35,18402940371,0,Speak to Agent,5,general,211,6.0,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-9406,2024-07-02 10:46:13,12417876384,4,New Quote,6,general,111,4.5,Request proof of insurance,resolved,Transferred to supervisor,3.0,True
-9407,2024-07-02 10:59:04,16439971371,1,Claims,7,claims,136,6.9,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-9408,2024-07-02 11:02:19,17537682986,3,Policy Changes,6,general,104,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-9409,2024-07-02 11:02:26,13702505853,1,Claims,1,claims,136,1.4,Change coverage level,resolved,Resolved on first call,3.0,True
-9410,2024-07-02 11:11:58,18009718051,0,Speak to Agent,5,general,228,0.0,Payment not processed,abandoned,Customer abandoned,,False
-9411,2024-07-02 11:17:01,15921117983,1,Claims,1,claims,147,3.0,Request payment plan,resolved,Transferred to supervisor,5.0,True
-9412,2024-07-02 11:28:56,13374554397,1,Claims,1,claims,58,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-9413,2024-07-02 11:30:03,16319044806,0,Speak to Agent,6,general,205,6.9,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-9414,2024-07-02 11:30:31,17461755650,2,Billing & Payments,8,billing,211,0.5,Update payment method,resolved,Customer requested manager,5.0,True
-9415,2024-07-02 11:43:13,12594948045,3,Policy Changes,5,general,138,2.0,Cancel policy,transferred,Policy updated per customer request,5.0,False
-9416,2024-07-02 11:45:08,19603902404,1,Claims,7,claims,246,4.7,Ask about discounts,follow_up_needed,Transferred to supervisor,2.0,False
-9417,2024-07-02 11:50:54,17044669160,1,Claims,7,claims,185,2.9,Remove vehicle from policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-9418,2024-07-02 11:56:02,17165182590,1,Claims,2,claims,195,7.3,Cancel policy,transferred,Escalated to claims adjuster,3.0,False
-9419,2024-07-02 12:33:34,19077756958,0,Speak to Agent,5,general,221,5.5,Filing new auto claim,follow_up_needed,Resolved on first call,3.0,False
-9420,2024-07-02 12:54:08,17962944746,3,Policy Changes,6,general,116,5.2,Add driver to policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-9421,2024-07-02 13:18:32,18226420757,2,Billing & Payments,3,billing,157,3.4,General coverage question,resolved,"Claim filed, reference number provided",4.0,True
-9422,2024-07-02 13:40:54,19058010637,1,Claims,2,claims,61,7.9,General coverage question,follow_up_needed,Transferred to supervisor,3.0,False
-9423,2024-07-02 13:42:12,15215791986,1,Claims,7,claims,80,2.3,Cancel policy,resolved,Callback scheduled for tomorrow,4.0,True
-9424,2024-07-02 13:49:47,16225879784,1,Claims,7,claims,38,4.1,Update address,transferred,Escalated to claims adjuster,1.0,False
-9425,2024-07-02 13:55:02,12955992790,3,Policy Changes,6,general,128,8.7,Report accident,transferred,Customer requested manager,3.0,False
-9426,2024-07-02 13:58:14,12537701661,2,Billing & Payments,8,billing,53,4.4,Update address,resolved,Customer requested manager,5.0,True
-9427,2024-07-02 14:00:14,12431007096,2,Billing & Payments,8,billing,264,7.7,Request ID cards,transferred,Transferred to supervisor,4.0,False
-9428,2024-07-02 14:08:42,17721905981,3,Policy Changes,6,general,121,6.8,Reinstate lapsed policy,resolved,Customer disconnected before resolution,3.0,True
-9429,2024-07-02 14:32:47,17194127735,0,Speak to Agent,6,general,0,6.5,Inquire about premium increase,follow_up_needed,Customer disconnected before resolution,5.0,False
-9430,2024-07-02 14:36:37,18119825622,1,Claims,2,claims,141,7.6,Complaint about service,resolved,Customer requested manager,4.0,True
-9431,2024-07-02 14:37:50,15662121810,4,New Quote,5,general,236,2.6,General coverage question,transferred,"Information provided, no action needed",3.0,False
-9432,2024-07-02 14:40:03,13831897477,3,Policy Changes,5,general,42,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-9433,2024-07-02 14:48:39,15488683485,4,New Quote,5,general,126,6.5,Ask about deductible,resolved,Payment processed successfully,3.0,True
-9434,2024-07-02 14:53:41,18947825323,0,Speak to Agent,6,general,42,9.3,Request proof of insurance,resolved,Resolved on first call,3.0,True
-9435,2024-07-02 15:04:40,15742923006,3,Policy Changes,5,general,14,0.6,General coverage question,resolved,"Claim filed, reference number provided",3.0,True
-9436,2024-07-02 15:08:02,16774773117,0,Speak to Agent,5,general,238,4.1,Add driver to policy,resolved,Callback scheduled for tomorrow,4.0,True
-9437,2024-07-02 15:17:01,12710080440,2,Billing & Payments,8,billing,220,0.5,Add driver to policy,resolved,"Information provided, no action needed",4.0,True
-9438,2024-07-02 15:28:46,16886333462,3,Policy Changes,6,general,121,8.3,General coverage question,resolved,Payment processed successfully,5.0,True
-9439,2024-07-02 15:51:26,17623439694,1,Claims,7,claims,0,8.2,Ask about discounts,follow_up_needed,Customer requested manager,5.0,False
-9440,2024-07-02 15:53:02,16818571731,2,Billing & Payments,4,billing,92,7.8,Ask about discounts,follow_up_needed,Escalated to claims adjuster,4.0,False
-9441,2024-07-02 16:00:54,16051708054,2,Billing & Payments,3,billing,308,9.1,Add driver to policy,transferred,Customer requested manager,5.0,False
-9442,2024-07-02 16:03:23,13107367094,2,Billing & Payments,8,billing,120,5.6,Cancel policy,resolved,"Claim filed, reference number provided",2.0,True
-9443,2024-07-02 16:30:35,14143565004,1,Claims,7,claims,0,4.0,General coverage question,resolved,Callback scheduled for tomorrow,3.0,True
-9444,2024-07-02 16:32:13,12659953383,1,Claims,2,claims,86,9.1,Claim status inquiry,resolved,Customer disconnected before resolution,3.0,True
-9445,2024-07-02 17:08:09,13712025189,1,Claims,2,claims,139,5.7,Cancel policy,follow_up_needed,Transferred to supervisor,4.0,False
-9446,2024-07-02 17:19:28,16692430008,4,New Quote,6,general,158,9.9,Dispute claim denial,follow_up_needed,Resolved on first call,3.0,False
-9447,2024-07-02 17:25:33,17530349447,1,Claims,1,claims,98,0.0,Change coverage level,abandoned,Customer abandoned,,False
-9448,2024-07-02 17:34:58,15539316662,2,Billing & Payments,3,billing,133,3.9,Ask about discounts,resolved,Resolved on first call,4.0,True
-9449,2024-07-02 17:49:32,14351521787,0,Speak to Agent,5,general,203,2.1,Claim status inquiry,follow_up_needed,"Information provided, no action needed",5.0,False
-9450,2024-07-02 17:53:33,16176952368,4,New Quote,6,general,105,5.2,Reinstate lapsed policy,transferred,"Claim filed, reference number provided",4.0,False
-9451,2024-07-02 18:02:30,15817191859,0,Speak to Agent,6,general,120,12.0,Reinstate lapsed policy,resolved,Escalated to claims adjuster,3.0,True
-9452,2024-07-02 18:02:54,13850212432,4,New Quote,5,general,190,6.3,Claim status inquiry,resolved,Resolved on first call,4.0,True
-9453,2024-07-02 18:04:32,15848869138,3,Policy Changes,6,general,111,10.2,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-9454,2024-07-02 18:06:58,19874269120,3,Policy Changes,6,general,113,9.3,Add driver to policy,follow_up_needed,"Information provided, no action needed",2.0,False
-9455,2024-07-02 18:31:39,13294009326,3,Policy Changes,5,general,250,1.2,Remove vehicle from policy,transferred,Customer disconnected before resolution,2.0,False
-9456,2024-07-02 18:43:34,17467058644,2,Billing & Payments,3,billing,73,4.4,Cancel policy,resolved,"Information provided, no action needed",5.0,True
-9457,2024-07-03 07:02:59,18791954049,2,Billing & Payments,8,billing,159,5.7,Cancel policy,follow_up_needed,"Claim filed, reference number provided",5.0,False
-9458,2024-07-03 07:10:48,13356302668,2,Billing & Payments,4,billing,233,8.3,General coverage question,resolved,Customer disconnected before resolution,3.0,True
-9459,2024-07-03 07:18:24,19326891841,0,Speak to Agent,6,general,120,9.6,Ask about discounts,resolved,Resolved on first call,3.0,True
-9460,2024-07-03 07:30:03,12806860758,3,Policy Changes,5,general,0,9.2,Request proof of insurance,transferred,Resolved on first call,4.0,False
-9461,2024-07-03 07:30:43,16010264159,2,Billing & Payments,3,billing,158,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-9462,2024-07-03 07:42:42,18268421419,0,Speak to Agent,5,general,153,5.0,Claim status inquiry,follow_up_needed,Policy updated per customer request,4.0,False
-9463,2024-07-03 08:18:43,18891872834,2,Billing & Payments,3,billing,114,4.5,Request proof of insurance,follow_up_needed,Payment processed successfully,2.0,False
-9464,2024-07-03 08:32:01,18195698927,2,Billing & Payments,3,billing,69,4.9,Request proof of insurance,resolved,Escalated to claims adjuster,3.0,True
-9465,2024-07-03 08:49:34,13054150646,4,New Quote,5,general,78,10.2,Update address,resolved,"Claim filed, reference number provided",4.0,True
-9466,2024-07-03 08:59:47,19543942274,3,Policy Changes,6,general,97,10.9,Ask about deductible,resolved,Customer requested manager,5.0,True
-9467,2024-07-03 09:06:10,13637992371,3,Policy Changes,6,general,160,10.6,Request payment plan,follow_up_needed,Customer requested manager,3.0,False
-9468,2024-07-03 09:32:28,13224414096,3,Policy Changes,5,general,247,9.5,Ask about discounts,resolved,Payment processed successfully,3.0,True
-9469,2024-07-03 09:39:50,16462065396,1,Claims,2,claims,82,8.9,Cancel policy,resolved,Payment processed successfully,4.0,True
-9470,2024-07-03 09:45:26,12005472395,3,Policy Changes,6,general,232,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-9471,2024-07-03 09:49:20,17124574252,3,Policy Changes,6,general,0,7.1,Request proof of insurance,resolved,Payment processed successfully,5.0,True
-9472,2024-07-03 09:51:10,12186676713,2,Billing & Payments,3,billing,218,2.9,Cancel policy,resolved,Escalated to claims adjuster,3.0,True
-9473,2024-07-03 10:04:56,13779181211,0,Speak to Agent,5,general,259,4.2,Update address,resolved,Customer disconnected before resolution,3.0,True
-9474,2024-07-03 10:20:25,19398644827,0,Speak to Agent,5,general,146,7.2,Update payment method,resolved,Escalated to claims adjuster,5.0,True
-9475,2024-07-03 10:21:59,17961606824,1,Claims,1,claims,257,5.6,Request proof of insurance,resolved,"Claim filed, reference number provided",5.0,True
-9476,2024-07-03 10:24:28,14738672311,4,New Quote,5,general,214,6.6,Update address,resolved,Transferred to supervisor,4.0,True
-9477,2024-07-03 10:26:10,12999772641,2,Billing & Payments,3,billing,228,3.1,Request payment plan,follow_up_needed,Policy updated per customer request,1.0,False
-9478,2024-07-03 10:43:30,15312120249,2,Billing & Payments,8,billing,121,2.1,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-9479,2024-07-03 10:47:09,15432915230,1,Claims,7,claims,83,8.5,Remove vehicle from policy,follow_up_needed,Transferred to supervisor,3.0,False
-9480,2024-07-03 11:05:03,18038409004,0,Speak to Agent,6,general,79,5.4,Complaint about service,follow_up_needed,Customer disconnected before resolution,3.0,False
-9481,2024-07-03 11:08:38,19045434632,1,Claims,2,claims,107,9.6,Ask about deductible,transferred,"Information provided, no action needed",3.0,False
-9482,2024-07-03 11:17:55,15054721122,1,Claims,1,claims,67,9.2,General coverage question,resolved,Resolved on first call,4.0,True
-9483,2024-07-03 11:22:43,17007713104,1,Claims,1,claims,38,7.1,Inquire about premium increase,transferred,Escalated to claims adjuster,2.0,False
-9484,2024-07-03 11:32:27,17872538311,1,Claims,1,claims,193,8.6,Add driver to policy,follow_up_needed,"Information provided, no action needed",4.0,False
-9485,2024-07-03 11:56:25,15806628241,1,Claims,1,claims,37,5.6,Request payment plan,resolved,Transferred to supervisor,3.0,True
-9486,2024-07-03 11:59:32,14601022128,3,Policy Changes,6,general,62,10.1,Complaint about service,resolved,Customer disconnected before resolution,3.0,True
-9487,2024-07-03 12:13:43,17111600134,0,Speak to Agent,5,general,70,5.5,Update payment method,resolved,Transferred to supervisor,2.0,True
-9488,2024-07-03 12:15:36,18161816223,1,Claims,1,claims,129,0.0,Report accident,abandoned,Customer abandoned,,False
-9489,2024-07-03 12:30:38,13095748875,2,Billing & Payments,8,billing,205,0.0,Complaint about service,abandoned,Customer abandoned,,False
-9490,2024-07-03 12:33:57,13993942083,3,Policy Changes,6,general,114,7.4,Request proof of insurance,transferred,Policy updated per customer request,4.0,False
-9491,2024-07-03 12:37:21,18012209466,3,Policy Changes,6,general,198,11.8,Dispute claim denial,resolved,Escalated to claims adjuster,3.0,True
-9492,2024-07-03 12:45:48,17651613464,0,Speak to Agent,5,general,0,7.9,Add driver to policy,resolved,Callback scheduled for tomorrow,5.0,True
-9493,2024-07-03 12:50:06,13578099743,0,Speak to Agent,6,general,162,11.2,Update payment method,resolved,Transferred to supervisor,3.0,True
-9494,2024-07-03 12:53:27,17491666345,2,Billing & Payments,3,billing,28,2.3,Complaint about service,transferred,Policy updated per customer request,2.0,False
-9495,2024-07-03 13:29:52,14326587371,2,Billing & Payments,8,billing,127,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-9496,2024-07-03 13:50:45,19144350767,4,New Quote,5,general,362,4.7,Change coverage level,resolved,Callback scheduled for tomorrow,2.0,True
-9497,2024-07-03 14:05:29,15002966607,0,Speak to Agent,6,general,178,9.5,Ask about discounts,resolved,Resolved on first call,4.0,True
-9498,2024-07-03 14:12:19,13672430100,1,Claims,1,claims,80,7.6,Reinstate lapsed policy,follow_up_needed,Customer requested manager,4.0,False
-9499,2024-07-03 14:26:05,19721207604,1,Claims,1,claims,102,7.2,Request ID cards,follow_up_needed,Payment processed successfully,5.0,False
-9500,2024-07-03 14:33:10,13159271594,4,New Quote,6,general,65,0.0,Request payment plan,abandoned,Customer abandoned,,False
-9501,2024-07-03 14:33:35,18234924559,3,Policy Changes,6,general,163,10.2,Cancel policy,transferred,Callback scheduled for tomorrow,4.0,False
-9502,2024-07-03 14:49:14,15111753293,4,New Quote,5,general,160,4.9,Payment not processed,follow_up_needed,"Information provided, no action needed",2.0,False
-9503,2024-07-03 14:49:20,14945095901,3,Policy Changes,6,general,25,5.9,Dispute claim denial,resolved,Payment processed successfully,2.0,True
-9504,2024-07-03 14:56:02,12308668119,3,Policy Changes,5,general,145,4.6,Request ID cards,resolved,"Claim filed, reference number provided",5.0,True
-9505,2024-07-03 15:20:35,18788862142,3,Policy Changes,5,general,175,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-9506,2024-07-03 16:01:42,19398467433,1,Claims,7,claims,122,4.6,Ask about deductible,resolved,Callback scheduled for tomorrow,5.0,True
-9507,2024-07-03 16:05:23,12873729943,2,Billing & Payments,3,billing,123,7.1,Claim status inquiry,resolved,Policy updated per customer request,5.0,True
-9508,2024-07-03 16:21:53,14827255811,2,Billing & Payments,3,billing,34,2.6,General coverage question,resolved,Payment processed successfully,3.0,True
-9509,2024-07-03 16:23:24,12602749261,4,New Quote,6,general,82,10.1,Payment not processed,resolved,Payment processed successfully,5.0,True
-9510,2024-07-03 16:53:48,15823583198,3,Policy Changes,6,general,228,6.7,Filing new auto claim,resolved,Customer disconnected before resolution,3.0,True
-9511,2024-07-03 16:58:17,16208503927,4,New Quote,6,general,94,4.3,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-9512,2024-07-03 16:58:33,19238029071,4,New Quote,5,general,122,4.6,Complaint about service,resolved,Escalated to claims adjuster,3.0,True
-9513,2024-07-03 17:55:29,16013526961,3,Policy Changes,5,general,92,8.0,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-9514,2024-07-03 18:02:59,12618752017,1,Claims,1,claims,108,0.0,Update payment method,abandoned,Customer abandoned,,False
-9515,2024-07-03 18:03:10,18559602595,4,New Quote,5,general,166,6.8,Request payment plan,resolved,Customer disconnected before resolution,5.0,True
-9516,2024-07-03 18:03:34,18675726383,4,New Quote,6,general,127,8.6,General coverage question,follow_up_needed,Transferred to supervisor,2.0,False
-9517,2024-07-03 18:14:51,19484695704,4,New Quote,6,general,0,4.1,Payment not processed,resolved,Payment processed successfully,5.0,True
-9518,2024-07-03 18:38:40,17969174594,3,Policy Changes,5,general,72,0.0,Report accident,abandoned,Customer abandoned,,False
-9519,2024-07-03 18:44:35,15561440207,4,New Quote,5,general,0,3.9,Claim status inquiry,transferred,Customer disconnected before resolution,3.0,False
-9520,2024-07-04 07:00:06,18049382543,0,Speak to Agent,6,general,40,9.8,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-9521,2024-07-04 07:15:12,15169753816,3,Policy Changes,6,general,209,6.3,Dispute claim denial,follow_up_needed,Payment processed successfully,4.0,False
-9522,2024-07-04 08:22:24,18864521555,1,Claims,7,claims,271,6.2,Request ID cards,resolved,Resolved on first call,4.0,True
-9523,2024-07-04 08:53:54,15670191854,2,Billing & Payments,3,billing,215,1.7,Request payment plan,follow_up_needed,Transferred to supervisor,3.0,False
-9524,2024-07-04 09:00:44,17027885292,4,New Quote,5,general,167,3.4,Request proof of insurance,transferred,Customer disconnected before resolution,3.0,False
-9525,2024-07-04 09:01:03,17599377360,0,Speak to Agent,5,general,265,7.0,Update payment method,resolved,Escalated to claims adjuster,4.0,True
-9526,2024-07-04 09:07:47,17684046376,1,Claims,2,claims,134,7.5,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-9527,2024-07-04 09:16:43,12842009829,1,Claims,2,claims,169,6.3,Remove vehicle from policy,follow_up_needed,Payment processed successfully,3.0,False
-9528,2024-07-04 09:19:12,15233339104,0,Speak to Agent,5,general,0,9.9,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-9529,2024-07-04 09:21:41,19474162032,3,Policy Changes,5,general,263,5.4,General coverage question,transferred,Escalated to claims adjuster,4.0,False
-9530,2024-07-04 09:23:52,17395552325,4,New Quote,5,general,150,4.1,Report accident,transferred,Payment processed successfully,3.0,False
-9531,2024-07-04 09:31:00,16254656525,0,Speak to Agent,5,general,314,9.7,Add driver to policy,resolved,Payment processed successfully,4.0,True
-9532,2024-07-04 09:31:16,17207392610,2,Billing & Payments,3,billing,125,2.6,Filing new auto claim,follow_up_needed,"Claim filed, reference number provided",5.0,False
-9533,2024-07-04 09:43:37,18370757082,1,Claims,2,claims,190,8.1,Complaint about service,follow_up_needed,Customer disconnected before resolution,2.0,False
-9534,2024-07-04 09:52:30,12168208481,1,Claims,1,claims,210,3.9,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-9535,2024-07-04 09:54:08,13140563411,1,Claims,7,claims,5,6.5,Reinstate lapsed policy,follow_up_needed,"Information provided, no action needed",3.0,False
-9536,2024-07-04 09:58:19,13819127564,3,Policy Changes,5,general,119,0.0,Update address,abandoned,Customer abandoned,,False
-9537,2024-07-04 10:03:26,15622006993,1,Claims,1,claims,105,10.9,Complaint about service,resolved,Payment processed successfully,5.0,True
-9538,2024-07-04 10:23:23,15267820799,1,Claims,1,claims,177,10.2,Complaint about service,resolved,Payment processed successfully,3.0,True
-9539,2024-07-04 10:23:52,15301685371,3,Policy Changes,5,general,132,5.2,Change coverage level,transferred,Transferred to supervisor,4.0,False
-9540,2024-07-04 10:31:06,17121103191,2,Billing & Payments,3,billing,121,8.3,Request proof of insurance,resolved,Resolved on first call,4.0,True
-9541,2024-07-04 10:35:35,17990642055,3,Policy Changes,6,general,33,7.4,Ask about discounts,resolved,Escalated to claims adjuster,3.0,True
-9542,2024-07-04 10:57:33,17987763583,0,Speak to Agent,6,general,9,11.8,Update address,follow_up_needed,"Information provided, no action needed",4.0,False
-9543,2024-07-04 11:01:39,12278325426,0,Speak to Agent,5,general,190,6.1,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-9544,2024-07-04 11:08:22,19038017761,3,Policy Changes,5,general,0,0.5,Cancel policy,transferred,Policy updated per customer request,2.0,False
-9545,2024-07-04 11:34:52,19280812639,3,Policy Changes,6,general,0,5.8,Update address,resolved,Escalated to claims adjuster,3.0,True
-9546,2024-07-04 11:43:26,12982110247,2,Billing & Payments,4,billing,72,0.5,Report accident,follow_up_needed,Customer requested manager,4.0,False
-9547,2024-07-04 11:51:22,13040521565,4,New Quote,5,general,86,6.4,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-9548,2024-07-04 12:02:39,19054619887,2,Billing & Payments,3,billing,182,8.3,Dispute claim denial,resolved,Policy updated per customer request,4.0,True
-9549,2024-07-04 12:29:11,13260384767,4,New Quote,5,general,28,4.2,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-9550,2024-07-04 12:30:55,19710168509,4,New Quote,5,general,96,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-9551,2024-07-04 12:32:12,14876686895,4,New Quote,6,general,98,2.4,Cancel policy,follow_up_needed,"Claim filed, reference number provided",4.0,False
-9552,2024-07-04 12:44:39,12315640138,2,Billing & Payments,8,billing,284,2.7,General coverage question,resolved,Escalated to claims adjuster,3.0,True
-9553,2024-07-04 12:49:25,15632401728,1,Claims,1,claims,210,5.4,Inquire about premium increase,resolved,"Claim filed, reference number provided",3.0,True
-9554,2024-07-04 12:57:23,16408880861,4,New Quote,6,general,146,8.1,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-9555,2024-07-04 13:06:24,14634048598,4,New Quote,5,general,265,3.2,Complaint about service,resolved,Payment processed successfully,4.0,True
-9556,2024-07-04 13:10:19,13748348791,0,Speak to Agent,6,general,131,8.6,Change coverage level,follow_up_needed,"Claim filed, reference number provided",2.0,False
-9557,2024-07-04 13:24:08,12611727496,2,Billing & Payments,3,billing,284,7.9,Request payment plan,resolved,Escalated to claims adjuster,5.0,True
-9558,2024-07-04 13:39:24,15656553284,1,Claims,2,claims,41,8.3,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-9559,2024-07-04 13:47:06,13265238149,0,Speak to Agent,5,general,103,3.5,Request payment plan,follow_up_needed,Customer disconnected before resolution,3.0,False
-9560,2024-07-04 13:57:18,15104189796,1,Claims,2,claims,153,3.1,Dispute claim denial,transferred,Payment processed successfully,1.0,False
-9561,2024-07-04 14:03:05,14578170661,1,Claims,1,claims,108,8.4,Ask about deductible,resolved,Resolved on first call,4.0,True
-9562,2024-07-04 14:19:23,14419814205,4,New Quote,5,general,79,4.5,General coverage question,resolved,Customer requested manager,5.0,True
-9563,2024-07-04 14:27:19,17576202224,2,Billing & Payments,8,billing,280,3.2,Ask about discounts,follow_up_needed,Customer disconnected before resolution,3.0,False
-9564,2024-07-04 14:55:47,16037819645,1,Claims,7,claims,327,5.5,Cancel policy,resolved,"Claim filed, reference number provided",3.0,True
-9565,2024-07-04 15:01:54,17640523075,3,Policy Changes,6,general,62,11.5,Request payment plan,resolved,Customer requested manager,3.0,True
-9566,2024-07-04 15:14:09,18183452510,0,Speak to Agent,5,general,209,4.4,Request ID cards,follow_up_needed,Transferred to supervisor,2.0,False
-9567,2024-07-04 15:43:41,17092962020,1,Claims,7,claims,150,4.5,Change coverage level,follow_up_needed,Transferred to supervisor,3.0,False
-9568,2024-07-04 15:57:55,12551168709,2,Billing & Payments,3,billing,9,4.2,Request ID cards,follow_up_needed,Resolved on first call,4.0,False
-9569,2024-07-04 16:11:09,13800638640,0,Speak to Agent,5,general,210,1.3,Request proof of insurance,transferred,Callback scheduled for tomorrow,4.0,False
-9570,2024-07-04 16:28:50,12388554318,3,Policy Changes,5,general,221,0.5,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-9571,2024-07-04 16:43:12,18863329445,2,Billing & Payments,3,billing,140,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-9572,2024-07-04 17:06:18,16507755967,1,Claims,7,claims,276,9.7,Filing new auto claim,resolved,Customer disconnected before resolution,5.0,True
-9573,2024-07-04 17:09:28,14223421590,4,New Quote,5,general,0,2.0,Payment not processed,resolved,Policy updated per customer request,3.0,True
-9574,2024-07-04 17:46:51,16250535221,1,Claims,2,claims,78,7.9,Request proof of insurance,follow_up_needed,Escalated to claims adjuster,3.0,False
-9575,2024-07-04 18:09:43,12926039924,2,Billing & Payments,8,billing,58,8.3,Add driver to policy,transferred,Customer disconnected before resolution,3.0,False
-9576,2024-07-04 18:34:44,12541963283,3,Policy Changes,6,general,142,11.3,Update address,resolved,Customer requested manager,4.0,True
-9577,2024-07-04 18:39:54,17167559880,0,Speak to Agent,5,general,96,5.0,Ask about discounts,follow_up_needed,Policy updated per customer request,4.0,False
-9578,2024-07-04 18:42:21,17681061137,4,New Quote,5,general,126,6.6,General coverage question,follow_up_needed,"Claim filed, reference number provided",4.0,False
-9579,2024-07-05 07:12:26,13019693617,0,Speak to Agent,6,general,207,12.1,Ask about deductible,transferred,Customer requested manager,3.0,False
-9580,2024-07-05 07:20:44,13604466989,1,Claims,1,claims,59,6.3,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-9581,2024-07-05 07:28:21,18289075506,1,Claims,7,claims,61,11.5,Reinstate lapsed policy,resolved,Customer requested manager,3.0,True
-9582,2024-07-05 07:43:40,19499357982,2,Billing & Payments,4,billing,13,10.9,Remove vehicle from policy,resolved,Payment processed successfully,3.0,True
-9583,2024-07-05 07:45:45,12115296289,4,New Quote,5,general,176,3.1,Update address,resolved,Payment processed successfully,5.0,True
-9584,2024-07-05 07:49:05,17854022316,0,Speak to Agent,5,general,110,4.0,Request proof of insurance,resolved,Escalated to claims adjuster,3.0,True
-9585,2024-07-05 08:14:28,19952653550,1,Claims,2,claims,146,12.6,Claim status inquiry,resolved,"Information provided, no action needed",3.0,True
-9586,2024-07-05 08:28:01,14356467883,4,New Quote,6,general,159,13.4,Change coverage level,resolved,Transferred to supervisor,5.0,True
-9587,2024-07-05 08:31:50,16194158226,4,New Quote,6,general,137,7.1,Request proof of insurance,transferred,"Claim filed, reference number provided",4.0,False
-9588,2024-07-05 08:39:08,19272764942,0,Speak to Agent,6,general,180,7.8,Dispute claim denial,resolved,Resolved on first call,4.0,True
-9589,2024-07-05 08:45:31,13847265161,4,New Quote,5,general,0,5.0,Complaint about service,follow_up_needed,Policy updated per customer request,2.0,False
-9590,2024-07-05 08:45:55,13719446103,4,New Quote,6,general,17,8.4,Report accident,resolved,Customer disconnected before resolution,5.0,True
-9591,2024-07-05 09:08:59,17324439430,2,Billing & Payments,8,billing,191,5.5,Filing new auto claim,resolved,Callback scheduled for tomorrow,3.0,True
-9592,2024-07-05 09:15:40,15568654636,0,Speak to Agent,5,general,109,2.6,Reinstate lapsed policy,transferred,Resolved on first call,4.0,False
-9593,2024-07-05 09:25:29,16382032069,4,New Quote,5,general,103,4.8,Request ID cards,transferred,Resolved on first call,2.0,False
-9594,2024-07-05 09:32:02,16339833331,2,Billing & Payments,4,billing,47,3.5,Request ID cards,transferred,Escalated to claims adjuster,4.0,False
-9595,2024-07-05 09:41:45,13665830571,2,Billing & Payments,3,billing,0,4.2,Complaint about service,follow_up_needed,Customer requested manager,4.0,False
-9596,2024-07-05 09:47:41,16909273895,0,Speak to Agent,5,general,176,3.5,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,3.0,True
-9597,2024-07-05 09:49:07,17816775839,0,Speak to Agent,5,general,0,4.8,Payment not processed,resolved,Customer disconnected before resolution,5.0,True
-9598,2024-07-05 09:59:48,12384175192,3,Policy Changes,5,general,133,8.2,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-9599,2024-07-05 10:15:04,19640561332,4,New Quote,5,general,74,4.7,Remove vehicle from policy,transferred,Transferred to supervisor,4.0,False
-9600,2024-07-05 10:17:38,13678085284,3,Policy Changes,5,general,197,3.1,Update payment method,resolved,"Information provided, no action needed",3.0,True
-9601,2024-07-05 10:17:53,16775412812,0,Speak to Agent,6,general,129,9.9,Remove vehicle from policy,transferred,Transferred to supervisor,1.0,False
-9602,2024-07-05 10:28:40,13603017192,4,New Quote,6,general,181,5.7,Dispute claim denial,resolved,Customer disconnected before resolution,3.0,True
-9603,2024-07-05 10:34:57,12057806795,3,Policy Changes,6,general,220,10.6,Update address,transferred,"Information provided, no action needed",2.0,False
-9604,2024-07-05 10:37:00,18258135554,2,Billing & Payments,8,billing,87,4.8,Update address,transferred,Callback scheduled for tomorrow,2.0,False
-9605,2024-07-05 10:59:25,16227396471,3,Policy Changes,5,general,226,9.3,Update payment method,resolved,Customer requested manager,5.0,True
-9606,2024-07-05 11:02:11,18880064737,4,New Quote,5,general,240,6.2,Filing new auto claim,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-9607,2024-07-05 11:08:48,12557033972,1,Claims,2,claims,280,10.4,Remove vehicle from policy,resolved,Payment processed successfully,3.0,True
-9608,2024-07-05 11:09:32,13663218716,1,Claims,2,claims,56,9.8,Complaint about service,transferred,"Information provided, no action needed",3.0,False
-9609,2024-07-05 11:17:34,14321331567,1,Claims,1,claims,68,10.0,Ask about discounts,resolved,Policy updated per customer request,4.0,True
-9610,2024-07-05 11:26:09,14407773813,1,Claims,2,claims,94,7.9,Ask about deductible,follow_up_needed,Resolved on first call,3.0,False
-9611,2024-07-05 11:56:59,16266705745,2,Billing & Payments,4,billing,0,8.8,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-9612,2024-07-05 11:57:38,19085305594,2,Billing & Payments,8,billing,28,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-9613,2024-07-05 11:58:39,17532969653,3,Policy Changes,6,general,21,8.5,Reinstate lapsed policy,resolved,"Information provided, no action needed",3.0,True
-9614,2024-07-05 11:59:48,19322510317,4,New Quote,5,general,107,6.6,Claim status inquiry,resolved,Customer disconnected before resolution,3.0,True
-9615,2024-07-05 12:11:31,12231768745,2,Billing & Payments,3,billing,11,1.4,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-9616,2024-07-05 12:20:00,12425354085,0,Speak to Agent,6,general,0,7.2,Request payment plan,resolved,Customer disconnected before resolution,5.0,True
-9617,2024-07-05 12:20:43,18301988590,0,Speak to Agent,5,general,213,9.1,Report accident,resolved,Customer requested manager,3.0,True
-9618,2024-07-05 12:56:04,12675969236,1,Claims,7,claims,244,4.8,Report accident,resolved,Callback scheduled for tomorrow,5.0,True
-9619,2024-07-05 13:11:23,17954458741,2,Billing & Payments,8,billing,289,5.9,Request payment plan,follow_up_needed,"Claim filed, reference number provided",3.0,False
-9620,2024-07-05 13:15:45,14692364163,1,Claims,1,claims,142,4.7,Update payment method,resolved,Customer requested manager,4.0,True
-9621,2024-07-05 13:23:53,19486520935,1,Claims,7,claims,19,4.5,Complaint about service,resolved,Transferred to supervisor,4.0,True
-9622,2024-07-05 14:04:48,19609400241,2,Billing & Payments,3,billing,60,5.5,Dispute claim denial,follow_up_needed,Policy updated per customer request,4.0,False
-9623,2024-07-05 14:11:26,17191329918,2,Billing & Payments,4,billing,36,3.5,Complaint about service,resolved,Policy updated per customer request,5.0,True
-9624,2024-07-05 14:56:22,19900448440,0,Speak to Agent,5,general,32,7.6,Cancel policy,follow_up_needed,Policy updated per customer request,3.0,False
-9625,2024-07-05 15:20:37,14404908114,1,Claims,2,claims,158,9.6,General coverage question,follow_up_needed,Resolved on first call,3.0,False
-9626,2024-07-05 15:25:38,13600470246,2,Billing & Payments,8,billing,0,3.2,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-9627,2024-07-05 15:47:00,16303339836,3,Policy Changes,5,general,31,0.0,Update address,abandoned,Customer abandoned,,False
-9628,2024-07-05 15:55:40,12127309261,2,Billing & Payments,3,billing,246,5.4,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-9629,2024-07-05 15:56:13,15424215115,0,Speak to Agent,6,general,73,6.3,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-9630,2024-07-05 16:12:43,15164542247,1,Claims,2,claims,134,6.4,Request ID cards,resolved,Callback scheduled for tomorrow,3.0,True
-9631,2024-07-05 16:17:37,14551112627,0,Speak to Agent,6,general,66,9.8,Remove vehicle from policy,resolved,Transferred to supervisor,4.0,True
-9632,2024-07-05 16:54:35,18211340438,4,New Quote,6,general,261,7.2,Remove vehicle from policy,resolved,Policy updated per customer request,3.0,True
-9633,2024-07-05 17:08:24,13900354996,0,Speak to Agent,6,general,47,12.2,Claim status inquiry,resolved,"Information provided, no action needed",2.0,True
-9634,2024-07-05 17:13:42,17759671357,2,Billing & Payments,3,billing,61,5.4,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-9635,2024-07-05 18:10:40,16891937631,2,Billing & Payments,3,billing,59,4.2,Payment not processed,resolved,Customer requested manager,3.0,True
-9636,2024-07-05 18:17:00,19316683669,0,Speak to Agent,6,general,56,7.2,Request proof of insurance,transferred,"Claim filed, reference number provided",3.0,False
-9637,2024-07-05 18:23:49,17965142718,0,Speak to Agent,6,general,136,10.1,Add driver to policy,resolved,Resolved on first call,4.0,True
-9638,2024-07-05 18:40:03,14003299862,2,Billing & Payments,4,billing,234,4.4,Request proof of insurance,transferred,Resolved on first call,3.0,False
-9639,2024-07-05 18:53:09,17437533768,3,Policy Changes,5,general,329,6.9,Filing new auto claim,transferred,Payment processed successfully,4.0,False
-9640,2024-07-06 09:02:45,14345087400,1,Claims,2,claims,0,8.7,Change coverage level,resolved,Transferred to supervisor,5.0,True
-9641,2024-07-06 09:48:20,14518244057,4,New Quote,6,general,190,5.6,Complaint about service,resolved,"Claim filed, reference number provided",4.0,True
-9642,2024-07-06 10:02:50,15748405558,0,Speak to Agent,5,general,254,5.0,Complaint about service,transferred,Callback scheduled for tomorrow,2.0,False
-9643,2024-07-06 10:24:33,18800149047,2,Billing & Payments,8,billing,127,4.7,Update address,resolved,Resolved on first call,5.0,True
-9644,2024-07-06 10:35:02,13507817093,0,Speak to Agent,6,general,154,8.0,Update address,resolved,"Information provided, no action needed",3.0,True
-9645,2024-07-06 10:37:05,12386214031,0,Speak to Agent,5,general,117,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-9646,2024-07-06 10:40:36,18913767348,0,Speak to Agent,5,general,164,3.6,Add driver to policy,transferred,Customer disconnected before resolution,2.0,False
-9647,2024-07-06 10:42:54,15805516749,1,Claims,2,claims,155,4.7,Reinstate lapsed policy,follow_up_needed,Resolved on first call,2.0,False
-9648,2024-07-06 10:48:47,13669337082,4,New Quote,5,general,134,1.4,Request proof of insurance,transferred,Payment processed successfully,4.0,False
-9649,2024-07-06 11:20:09,16970616308,0,Speak to Agent,5,general,112,2.3,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-9650,2024-07-06 11:21:41,19052946108,3,Policy Changes,6,general,71,0.0,Update address,abandoned,Customer abandoned,,False
-9651,2024-07-06 11:23:43,18522367715,2,Billing & Payments,4,billing,120,12.7,Add driver to policy,transferred,"Claim filed, reference number provided",2.0,False
-9652,2024-07-06 11:26:48,12320391918,2,Billing & Payments,3,billing,122,1.8,Ask about discounts,resolved,"Claim filed, reference number provided",3.0,True
-9653,2024-07-06 11:46:08,19789783309,0,Speak to Agent,6,general,75,10.1,General coverage question,resolved,Transferred to supervisor,2.0,True
-9654,2024-07-06 11:56:02,15800089792,4,New Quote,6,general,20,8.3,Update address,follow_up_needed,Transferred to supervisor,3.0,False
-9655,2024-07-06 11:58:54,16178154540,2,Billing & Payments,4,billing,0,11.1,Request proof of insurance,resolved,"Information provided, no action needed",5.0,True
-9656,2024-07-06 12:23:09,15342482144,3,Policy Changes,5,general,101,4.3,Ask about discounts,transferred,Resolved on first call,5.0,False
-9657,2024-07-06 12:38:00,15940410001,1,Claims,2,claims,56,8.2,Inquire about premium increase,resolved,"Information provided, no action needed",5.0,True
-9658,2024-07-06 12:39:26,18879345690,0,Speak to Agent,6,general,136,7.7,Complaint about service,resolved,Policy updated per customer request,5.0,True
-9659,2024-07-06 12:40:28,16116518445,3,Policy Changes,6,general,225,8.8,Update address,resolved,Callback scheduled for tomorrow,5.0,True
-9660,2024-07-06 12:46:07,13581933749,0,Speak to Agent,5,general,258,4.7,Filing new auto claim,resolved,Policy updated per customer request,5.0,True
-9661,2024-07-06 12:58:58,15370253071,2,Billing & Payments,4,billing,78,4.5,Claim status inquiry,resolved,Callback scheduled for tomorrow,3.0,True
-9662,2024-07-08 07:03:09,17992070845,2,Billing & Payments,8,billing,77,7.6,Request payment plan,resolved,Transferred to supervisor,5.0,True
-9663,2024-07-08 07:22:46,12508405626,0,Speak to Agent,5,general,0,3.4,Add driver to policy,transferred,Resolved on first call,3.0,False
-9664,2024-07-08 07:31:09,17817933699,4,New Quote,5,general,0,7.1,Dispute claim denial,resolved,"Information provided, no action needed",5.0,True
-9665,2024-07-08 07:42:15,15253973921,2,Billing & Payments,3,billing,45,2.6,Change coverage level,transferred,Transferred to supervisor,4.0,False
-9666,2024-07-08 07:51:00,18835766156,2,Billing & Payments,8,billing,166,8.2,Request proof of insurance,follow_up_needed,"Claim filed, reference number provided",4.0,False
-9667,2024-07-08 07:56:36,17459696534,3,Policy Changes,5,general,142,9.5,Remove vehicle from policy,resolved,Payment processed successfully,5.0,True
-9668,2024-07-08 08:24:39,16295617927,3,Policy Changes,6,general,311,9.3,Payment not processed,follow_up_needed,"Claim filed, reference number provided",3.0,False
-9669,2024-07-08 08:46:40,13896951904,4,New Quote,6,general,239,12.3,Payment not processed,resolved,Policy updated per customer request,3.0,True
-9670,2024-07-08 08:52:36,12724626981,3,Policy Changes,6,general,122,8.8,Payment not processed,resolved,Customer requested manager,4.0,True
-9671,2024-07-08 08:56:01,18277926782,2,Billing & Payments,8,billing,157,1.6,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-9672,2024-07-08 09:10:05,14901055411,4,New Quote,6,general,10,12.5,Update payment method,transferred,"Information provided, no action needed",1.0,False
-9673,2024-07-08 09:24:54,12127086043,4,New Quote,6,general,97,11.7,Filing new auto claim,resolved,Payment processed successfully,5.0,True
-9674,2024-07-08 09:28:01,18861556740,3,Policy Changes,5,general,106,4.7,Claim status inquiry,resolved,"Information provided, no action needed",2.0,True
-9675,2024-07-08 09:30:29,17757607694,1,Claims,2,claims,128,6.0,Ask about discounts,resolved,Customer requested manager,3.0,True
-9676,2024-07-08 09:32:22,16221449966,0,Speak to Agent,5,general,235,2.2,Update address,resolved,Policy updated per customer request,3.0,True
-9677,2024-07-08 09:46:25,16394805747,4,New Quote,6,general,62,10.3,Reinstate lapsed policy,resolved,Transferred to supervisor,4.0,True
-9678,2024-07-08 09:49:37,13925949173,3,Policy Changes,6,general,91,13.9,Claim status inquiry,transferred,Callback scheduled for tomorrow,2.0,False
-9679,2024-07-08 09:53:47,19022364635,1,Claims,1,claims,69,8.8,Request payment plan,follow_up_needed,Customer disconnected before resolution,3.0,False
-9680,2024-07-08 09:55:35,14128312233,1,Claims,1,claims,121,8.2,General coverage question,resolved,Customer requested manager,5.0,True
-9681,2024-07-08 10:02:35,19448874149,2,Billing & Payments,8,billing,119,9.0,Dispute claim denial,follow_up_needed,Transferred to supervisor,5.0,False
-9682,2024-07-08 10:05:57,14836433059,0,Speak to Agent,5,general,185,4.4,Remove vehicle from policy,resolved,Policy updated per customer request,4.0,True
-9683,2024-07-08 10:10:45,12341512604,4,New Quote,5,general,0,7.9,Cancel policy,resolved,Resolved on first call,4.0,True
-9684,2024-07-08 10:27:50,16945092657,1,Claims,7,claims,113,4.2,Payment not processed,resolved,Policy updated per customer request,3.0,True
-9685,2024-07-08 10:35:51,12676273990,2,Billing & Payments,3,billing,101,1.2,Cancel policy,resolved,Customer requested manager,5.0,True
-9686,2024-07-08 10:44:07,17268031772,1,Claims,2,claims,135,9.6,Inquire about premium increase,resolved,Policy updated per customer request,5.0,True
-9687,2024-07-08 10:57:38,17585318438,1,Claims,7,claims,193,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-9688,2024-07-08 11:11:37,15260156825,0,Speak to Agent,6,general,137,13.9,Claim status inquiry,resolved,Payment processed successfully,4.0,True
-9689,2024-07-08 11:14:22,14905375247,1,Claims,2,claims,221,2.6,Request payment plan,follow_up_needed,"Claim filed, reference number provided",4.0,False
-9690,2024-07-08 11:18:37,18846722510,0,Speak to Agent,5,general,1,5.8,General coverage question,resolved,Callback scheduled for tomorrow,5.0,True
-9691,2024-07-08 11:25:08,16953404706,4,New Quote,5,general,172,3.5,Ask about deductible,follow_up_needed,Escalated to claims adjuster,3.0,False
-9692,2024-07-08 11:28:48,14523098223,3,Policy Changes,5,general,60,0.8,Ask about deductible,resolved,Resolved on first call,4.0,True
-9693,2024-07-08 11:35:36,17684589824,1,Claims,7,claims,240,0.0,Update address,abandoned,Customer abandoned,,False
-9694,2024-07-08 11:42:17,13035604657,1,Claims,1,claims,300,0.5,Request proof of insurance,follow_up_needed,Policy updated per customer request,3.0,False
-9695,2024-07-08 11:44:49,17785594407,1,Claims,2,claims,185,5.4,Remove vehicle from policy,resolved,Customer requested manager,4.0,True
-9696,2024-07-08 11:53:05,16795062331,4,New Quote,6,general,136,5.2,Reinstate lapsed policy,follow_up_needed,Transferred to supervisor,3.0,False
-9697,2024-07-08 12:16:22,15029382262,1,Claims,7,claims,16,8.1,Remove vehicle from policy,resolved,Policy updated per customer request,4.0,True
-9698,2024-07-08 13:27:44,15965096779,4,New Quote,5,general,307,7.9,Dispute claim denial,transferred,Callback scheduled for tomorrow,5.0,False
-9699,2024-07-08 13:31:58,14642913320,2,Billing & Payments,3,billing,129,4.3,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",2.0,False
-9700,2024-07-08 13:32:45,16212862641,4,New Quote,5,general,184,10.6,Report accident,resolved,Transferred to supervisor,5.0,True
-9701,2024-07-08 13:33:10,14327227771,4,New Quote,5,general,0,0.0,Request payment plan,abandoned,Customer abandoned,,False
-9702,2024-07-08 14:06:21,16420473100,4,New Quote,5,general,174,8.7,Claim status inquiry,resolved,Transferred to supervisor,2.0,True
-9703,2024-07-08 14:07:10,19493397695,4,New Quote,5,general,35,6.5,Ask about discounts,resolved,Customer requested manager,3.0,True
-9704,2024-07-08 14:08:30,15508567225,0,Speak to Agent,5,general,0,6.6,Report accident,resolved,Customer requested manager,4.0,True
-9705,2024-07-08 14:19:23,12405509452,4,New Quote,5,general,257,1.9,Ask about discounts,transferred,Customer requested manager,3.0,False
-9706,2024-07-08 14:20:29,15759408379,1,Claims,2,claims,215,7.5,Complaint about service,resolved,Resolved on first call,3.0,True
-9707,2024-07-08 14:31:27,17080081231,4,New Quote,6,general,141,7.1,Claim status inquiry,transferred,Callback scheduled for tomorrow,3.0,False
-9708,2024-07-08 14:33:48,14937026382,0,Speak to Agent,5,general,161,7.6,Dispute claim denial,transferred,Escalated to claims adjuster,4.0,False
-9709,2024-07-08 14:39:47,17293578078,4,New Quote,6,general,96,5.9,Remove vehicle from policy,resolved,"Claim filed, reference number provided",5.0,True
-9710,2024-07-08 14:46:48,13809894212,4,New Quote,5,general,115,3.4,Claim status inquiry,resolved,Escalated to claims adjuster,5.0,True
-9711,2024-07-08 15:01:33,16677721163,4,New Quote,6,general,0,11.3,Request proof of insurance,resolved,Customer disconnected before resolution,3.0,True
-9712,2024-07-08 15:31:36,18958042083,4,New Quote,6,general,32,7.9,Add driver to policy,follow_up_needed,"Information provided, no action needed",4.0,False
-9713,2024-07-08 15:38:04,12137500072,2,Billing & Payments,3,billing,85,0.0,Cancel policy,abandoned,Customer abandoned,,False
-9714,2024-07-08 15:49:46,12854004419,2,Billing & Payments,8,billing,171,3.3,Claim status inquiry,follow_up_needed,Transferred to supervisor,3.0,False
-9715,2024-07-08 15:51:46,17476111856,1,Claims,7,claims,224,0.0,General coverage question,abandoned,Customer abandoned,,False
-9716,2024-07-08 16:12:54,16297210383,0,Speak to Agent,6,general,294,6.1,Change coverage level,resolved,Transferred to supervisor,5.0,True
-9717,2024-07-08 16:15:44,12077178107,1,Claims,7,claims,36,0.0,General coverage question,abandoned,Customer abandoned,,False
-9718,2024-07-08 16:20:56,15454050461,4,New Quote,5,general,215,3.5,Remove vehicle from policy,resolved,Escalated to claims adjuster,5.0,True
-9719,2024-07-08 16:23:42,13441549663,0,Speak to Agent,5,general,68,9.8,Update payment method,follow_up_needed,Policy updated per customer request,1.0,False
-9720,2024-07-08 16:41:01,18474881697,1,Claims,7,claims,285,9.2,Claim status inquiry,resolved,"Information provided, no action needed",5.0,True
-9721,2024-07-08 16:53:20,18007514218,2,Billing & Payments,4,billing,90,7.2,Cancel policy,resolved,Payment processed successfully,3.0,True
-9722,2024-07-08 16:56:40,16562999631,3,Policy Changes,5,general,0,0.0,Change coverage level,abandoned,Customer abandoned,,False
-9723,2024-07-08 17:00:01,12275711609,2,Billing & Payments,4,billing,134,6.8,Remove vehicle from policy,follow_up_needed,Policy updated per customer request,4.0,False
-9724,2024-07-08 17:00:14,12555344849,2,Billing & Payments,8,billing,76,8.0,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-9725,2024-07-08 17:21:49,19577686753,2,Billing & Payments,8,billing,158,4.4,Remove vehicle from policy,resolved,Policy updated per customer request,3.0,True
-9726,2024-07-08 17:49:27,16303020188,3,Policy Changes,5,general,201,4.5,Remove vehicle from policy,transferred,Customer requested manager,1.0,False
-9727,2024-07-08 17:59:42,19207196559,4,New Quote,6,general,266,0.0,Update payment method,abandoned,Customer abandoned,,False
-9728,2024-07-08 18:06:46,12595419010,3,Policy Changes,6,general,192,7.4,Update payment method,resolved,Escalated to claims adjuster,4.0,True
-9729,2024-07-08 18:09:30,12214989767,4,New Quote,6,general,240,7.9,Update address,resolved,Policy updated per customer request,3.0,True
-9730,2024-07-08 18:10:40,17518556013,4,New Quote,5,general,187,1.5,Dispute claim denial,resolved,Callback scheduled for tomorrow,4.0,True
-9731,2024-07-08 18:16:26,18823546981,4,New Quote,6,general,70,9.9,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-9732,2024-07-08 18:39:01,15245590172,0,Speak to Agent,5,general,125,1.7,Complaint about service,resolved,"Claim filed, reference number provided",5.0,True
-9733,2024-07-08 18:45:00,17437029858,0,Speak to Agent,6,general,238,4.1,Filing new auto claim,resolved,Customer requested manager,3.0,True
-9734,2024-07-09 07:05:55,16363246186,1,Claims,2,claims,126,5.8,Update payment method,resolved,Transferred to supervisor,4.0,True
-9735,2024-07-09 07:11:01,13445399072,4,New Quote,5,general,0,2.9,Payment not processed,resolved,"Information provided, no action needed",3.0,True
-9736,2024-07-09 07:31:13,19818065589,2,Billing & Payments,8,billing,19,8.5,Payment not processed,resolved,Transferred to supervisor,5.0,True
-9737,2024-07-09 07:59:33,19031836888,0,Speak to Agent,5,general,56,8.7,Request proof of insurance,resolved,"Information provided, no action needed",4.0,True
-9738,2024-07-09 08:06:47,18926986040,2,Billing & Payments,3,billing,132,4.9,Filing new auto claim,resolved,Resolved on first call,2.0,True
-9739,2024-07-09 08:13:34,18129580928,1,Claims,1,claims,102,5.0,Request payment plan,follow_up_needed,Transferred to supervisor,3.0,False
-9740,2024-07-09 08:50:51,13185510939,4,New Quote,6,general,78,10.5,Filing new auto claim,resolved,Transferred to supervisor,3.0,True
-9741,2024-07-09 08:54:36,14942555492,2,Billing & Payments,8,billing,0,5.9,Ask about deductible,resolved,Customer requested manager,4.0,True
-9742,2024-07-09 08:55:02,18235722943,0,Speak to Agent,5,general,34,11.2,Ask about discounts,resolved,Transferred to supervisor,3.0,True
-9743,2024-07-09 08:56:52,19148968453,0,Speak to Agent,6,general,130,0.0,Request ID cards,abandoned,Customer abandoned,,False
-9744,2024-07-09 09:04:28,18546099989,2,Billing & Payments,8,billing,114,3.0,Update address,resolved,Payment processed successfully,4.0,True
-9745,2024-07-09 09:10:32,18516045669,2,Billing & Payments,3,billing,0,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-9746,2024-07-09 09:12:40,18218317813,2,Billing & Payments,8,billing,282,12.4,Cancel policy,resolved,"Information provided, no action needed",3.0,True
-9747,2024-07-09 09:16:59,19035477166,3,Policy Changes,6,general,88,11.4,Update address,follow_up_needed,Customer disconnected before resolution,2.0,False
-9748,2024-07-09 09:22:47,17131050751,2,Billing & Payments,4,billing,117,10.3,Request payment plan,transferred,Customer disconnected before resolution,2.0,False
-9749,2024-07-09 09:38:06,18782086923,3,Policy Changes,6,general,146,9.0,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-9750,2024-07-09 09:47:58,14050088911,3,Policy Changes,5,general,141,0.5,Ask about deductible,follow_up_needed,Escalated to claims adjuster,2.0,False
-9751,2024-07-09 09:49:30,16924562648,4,New Quote,5,general,325,2.9,Request payment plan,resolved,"Information provided, no action needed",4.0,True
-9752,2024-07-09 09:50:11,15509227034,0,Speak to Agent,5,general,148,5.5,Dispute claim denial,resolved,Policy updated per customer request,4.0,True
-9753,2024-07-09 09:53:39,15414901313,3,Policy Changes,5,general,224,9.5,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-9754,2024-07-09 09:54:20,14409672722,2,Billing & Payments,3,billing,94,9.3,Filing new auto claim,resolved,"Information provided, no action needed",4.0,True
-9755,2024-07-09 09:54:49,14292970169,1,Claims,2,claims,44,7.8,Payment not processed,resolved,"Claim filed, reference number provided",5.0,True
-9756,2024-07-09 10:25:16,19918024480,1,Claims,2,claims,156,2.8,Ask about deductible,resolved,Customer requested manager,3.0,True
-9757,2024-07-09 10:40:42,14005258678,1,Claims,1,claims,32,10.5,Claim status inquiry,resolved,Escalated to claims adjuster,5.0,True
-9758,2024-07-09 10:53:36,19046750342,4,New Quote,6,general,142,8.2,Complaint about service,follow_up_needed,Payment processed successfully,3.0,False
-9759,2024-07-09 11:22:54,18984831577,2,Billing & Payments,4,billing,135,10.8,General coverage question,follow_up_needed,Escalated to claims adjuster,4.0,False
-9760,2024-07-09 11:30:10,16986225138,4,New Quote,5,general,162,3.2,Request payment plan,resolved,Resolved on first call,5.0,True
-9761,2024-07-09 11:32:09,17917448661,4,New Quote,5,general,63,1.1,Add driver to policy,resolved,"Information provided, no action needed",3.0,True
-9762,2024-07-09 11:34:31,15987801474,1,Claims,1,claims,204,10.5,Inquire about premium increase,resolved,Customer disconnected before resolution,2.0,True
-9763,2024-07-09 11:57:19,16929339956,3,Policy Changes,5,general,78,2.0,Payment not processed,resolved,Callback scheduled for tomorrow,2.0,True
-9764,2024-07-09 12:29:57,18696866156,3,Policy Changes,5,general,92,4.3,Dispute claim denial,follow_up_needed,Policy updated per customer request,2.0,False
-9765,2024-07-09 12:49:05,14866390375,4,New Quote,6,general,0,9.9,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,3.0,True
-9766,2024-07-09 12:50:53,19871122620,1,Claims,2,claims,140,10.1,Remove vehicle from policy,resolved,Escalated to claims adjuster,5.0,True
-9767,2024-07-09 13:11:55,14738802020,0,Speak to Agent,6,general,0,11.7,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-9768,2024-07-09 13:15:55,13120229373,2,Billing & Payments,8,billing,0,0.7,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-9769,2024-07-09 13:31:04,17153381989,0,Speak to Agent,5,general,197,5.7,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,4.0,True
-9770,2024-07-09 13:45:53,14078406248,1,Claims,7,claims,198,3.7,Filing new auto claim,resolved,Customer requested manager,3.0,True
-9771,2024-07-09 14:00:53,12974823868,0,Speak to Agent,5,general,48,7.1,Filing new auto claim,resolved,Customer requested manager,5.0,True
-9772,2024-07-09 14:12:36,14263034324,3,Policy Changes,5,general,230,6.4,Ask about deductible,resolved,Callback scheduled for tomorrow,5.0,True
-9773,2024-07-09 14:14:13,18264927715,0,Speak to Agent,5,general,185,7.9,Request payment plan,follow_up_needed,"Information provided, no action needed",2.0,False
-9774,2024-07-09 14:18:08,12800287812,3,Policy Changes,6,general,288,11.3,Filing new auto claim,follow_up_needed,Customer disconnected before resolution,3.0,False
-9775,2024-07-09 14:28:59,16393536149,3,Policy Changes,6,general,225,10.0,Reinstate lapsed policy,resolved,Escalated to claims adjuster,2.0,True
-9776,2024-07-09 14:41:33,15980259125,0,Speak to Agent,6,general,59,6.9,Complaint about service,resolved,Transferred to supervisor,3.0,True
-9777,2024-07-09 14:53:13,13489113711,2,Billing & Payments,8,billing,182,2.7,Reinstate lapsed policy,follow_up_needed,"Information provided, no action needed",1.0,False
-9778,2024-07-09 15:14:32,19173795056,3,Policy Changes,6,general,119,6.4,Payment not processed,resolved,Callback scheduled for tomorrow,5.0,True
-9779,2024-07-09 15:17:37,13850658356,2,Billing & Payments,8,billing,174,8.9,Reinstate lapsed policy,resolved,Escalated to claims adjuster,2.0,True
-9780,2024-07-09 15:26:38,19884874088,2,Billing & Payments,3,billing,204,4.5,Report accident,resolved,Callback scheduled for tomorrow,1.0,True
-9781,2024-07-09 15:31:58,15954467220,1,Claims,7,claims,113,2.5,Update address,resolved,"Information provided, no action needed",4.0,True
-9782,2024-07-09 15:44:03,14826494264,4,New Quote,6,general,84,9.6,Change coverage level,resolved,Payment processed successfully,3.0,True
-9783,2024-07-09 15:46:14,12507035970,3,Policy Changes,5,general,43,4.9,Cancel policy,transferred,Customer requested manager,3.0,False
-9784,2024-07-09 16:00:01,18674530736,0,Speak to Agent,6,general,181,8.6,Update address,resolved,Customer requested manager,4.0,True
-9785,2024-07-09 16:18:09,16487687324,2,Billing & Payments,4,billing,103,4.5,Ask about deductible,transferred,Policy updated per customer request,2.0,False
-9786,2024-07-09 16:47:23,17960491007,3,Policy Changes,5,general,173,0.5,Update payment method,resolved,"Claim filed, reference number provided",3.0,True
-9787,2024-07-09 16:56:24,16579444111,3,Policy Changes,5,general,57,2.6,General coverage question,resolved,Transferred to supervisor,4.0,True
-9788,2024-07-09 17:20:49,13476326548,2,Billing & Payments,8,billing,139,2.8,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-9789,2024-07-09 17:28:18,15904306628,2,Billing & Payments,8,billing,271,4.2,Request proof of insurance,resolved,Policy updated per customer request,3.0,True
-9790,2024-07-09 17:47:07,17066742210,0,Speak to Agent,5,general,97,7.8,Update address,resolved,Payment processed successfully,5.0,True
-9791,2024-07-09 17:47:40,15095420090,2,Billing & Payments,8,billing,32,5.7,Change coverage level,resolved,Payment processed successfully,4.0,True
-9792,2024-07-09 18:09:35,18466751721,2,Billing & Payments,3,billing,161,5.8,Update address,resolved,Callback scheduled for tomorrow,3.0,True
-9793,2024-07-09 18:15:14,18372450105,4,New Quote,6,general,104,11.2,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-9794,2024-07-09 18:51:34,15622581472,3,Policy Changes,6,general,88,11.4,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-9795,2024-07-09 18:51:38,13648937604,2,Billing & Payments,4,billing,86,7.2,Reinstate lapsed policy,resolved,Resolved on first call,2.0,True
-9796,2024-07-10 07:10:06,18471046889,3,Policy Changes,5,general,21,4.1,Reinstate lapsed policy,resolved,Transferred to supervisor,4.0,True
-9797,2024-07-10 07:15:25,17868669050,4,New Quote,6,general,118,7.4,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-9798,2024-07-10 07:19:53,17717982767,3,Policy Changes,5,general,189,0.0,Update address,abandoned,Customer abandoned,,False
-9799,2024-07-10 07:21:28,12980248469,3,Policy Changes,6,general,160,9.8,General coverage question,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-9800,2024-07-10 07:23:40,15574914178,3,Policy Changes,5,general,69,5.2,Inquire about premium increase,follow_up_needed,"Information provided, no action needed",3.0,False
-9801,2024-07-10 07:39:16,16078047314,2,Billing & Payments,4,billing,245,9.8,Ask about discounts,resolved,Transferred to supervisor,5.0,True
-9802,2024-07-10 08:12:15,18103533060,1,Claims,7,claims,148,11.9,Update address,follow_up_needed,Customer disconnected before resolution,4.0,False
-9803,2024-07-10 08:36:08,12124640484,4,New Quote,5,general,82,6.3,Ask about discounts,resolved,Customer requested manager,5.0,True
-9804,2024-07-10 08:52:47,14658523164,4,New Quote,5,general,22,6.9,Change coverage level,transferred,Escalated to claims adjuster,2.0,False
-9805,2024-07-10 09:11:32,13403572115,4,New Quote,6,general,158,13.7,Claim status inquiry,resolved,Transferred to supervisor,5.0,True
-9806,2024-07-10 09:12:51,13773428944,4,New Quote,6,general,65,8.2,Change coverage level,transferred,Policy updated per customer request,3.0,False
-9807,2024-07-10 09:18:38,14726613397,3,Policy Changes,6,general,136,5.6,Claim status inquiry,transferred,Policy updated per customer request,3.0,False
-9808,2024-07-10 09:20:09,18132851605,1,Claims,2,claims,96,6.6,Request payment plan,resolved,Policy updated per customer request,3.0,True
-9809,2024-07-10 09:31:00,13509893703,4,New Quote,5,general,36,1.9,Inquire about premium increase,follow_up_needed,Resolved on first call,4.0,False
-9810,2024-07-10 09:31:53,12515716919,0,Speak to Agent,6,general,169,9.1,Update address,resolved,"Information provided, no action needed",5.0,True
-9811,2024-07-10 09:35:33,15312667931,4,New Quote,5,general,156,5.4,Inquire about premium increase,resolved,Transferred to supervisor,3.0,True
-9812,2024-07-10 09:41:44,17246500305,2,Billing & Payments,4,billing,57,7.8,Claim status inquiry,resolved,Customer disconnected before resolution,4.0,True
-9813,2024-07-10 09:45:39,14055812084,2,Billing & Payments,4,billing,149,1.3,Complaint about service,transferred,Customer requested manager,5.0,False
-9814,2024-07-10 10:04:43,13203164341,2,Billing & Payments,3,billing,88,2.3,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-9815,2024-07-10 10:11:35,17827893539,2,Billing & Payments,8,billing,153,3.8,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-9816,2024-07-10 10:13:16,19187558054,1,Claims,2,claims,55,4.2,Complaint about service,resolved,Transferred to supervisor,3.0,True
-9817,2024-07-10 10:13:22,19665929490,3,Policy Changes,5,general,167,10.6,Payment not processed,follow_up_needed,Payment processed successfully,2.0,False
-9818,2024-07-10 10:22:00,17418906130,4,New Quote,6,general,139,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-9819,2024-07-10 10:29:37,16154816070,1,Claims,7,claims,145,6.7,Ask about deductible,resolved,Customer disconnected before resolution,5.0,True
-9820,2024-07-10 10:31:30,18964419572,4,New Quote,6,general,0,9.7,General coverage question,resolved,Resolved on first call,3.0,True
-9821,2024-07-10 10:39:04,16091049787,1,Claims,1,claims,228,3.8,Payment not processed,transferred,Customer requested manager,3.0,False
-9822,2024-07-10 10:39:23,12045807412,0,Speak to Agent,6,general,105,5.3,Request ID cards,resolved,"Information provided, no action needed",3.0,True
-9823,2024-07-10 10:39:24,14468899970,2,Billing & Payments,3,billing,98,6.6,Cancel policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-9824,2024-07-10 10:39:40,13003237760,0,Speak to Agent,5,general,270,1.9,Report accident,resolved,Callback scheduled for tomorrow,4.0,True
-9825,2024-07-10 10:58:31,19825970036,3,Policy Changes,5,general,81,8.4,Request proof of insurance,follow_up_needed,Payment processed successfully,4.0,False
-9826,2024-07-10 11:07:31,17373190031,1,Claims,2,claims,81,6.0,Report accident,resolved,Resolved on first call,5.0,True
-9827,2024-07-10 11:12:36,12967685952,0,Speak to Agent,6,general,230,9.1,Filing new auto claim,follow_up_needed,Customer disconnected before resolution,2.0,False
-9828,2024-07-10 11:45:53,12421581526,2,Billing & Payments,8,billing,25,4.6,Claim status inquiry,resolved,Customer disconnected before resolution,4.0,True
-9829,2024-07-10 12:22:14,13029410721,2,Billing & Payments,3,billing,166,1.2,Filing new auto claim,resolved,Transferred to supervisor,5.0,True
-9830,2024-07-10 12:31:46,18260618095,2,Billing & Payments,8,billing,100,2.4,Change coverage level,resolved,Customer requested manager,5.0,True
-9831,2024-07-10 12:59:55,12021658189,0,Speak to Agent,5,general,56,4.2,Remove vehicle from policy,resolved,Escalated to claims adjuster,3.0,True
-9832,2024-07-10 13:04:40,15533106363,3,Policy Changes,5,general,125,6.9,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-9833,2024-07-10 13:10:09,18913837436,3,Policy Changes,6,general,34,7.6,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-9834,2024-07-10 13:17:56,12171833151,2,Billing & Payments,8,billing,0,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-9835,2024-07-10 13:23:58,16910488092,2,Billing & Payments,4,billing,67,5.6,Complaint about service,resolved,Customer requested manager,5.0,True
-9836,2024-07-10 13:54:56,14826216057,2,Billing & Payments,8,billing,137,4.6,Reinstate lapsed policy,follow_up_needed,Transferred to supervisor,2.0,False
-9837,2024-07-10 14:19:14,15712901386,1,Claims,7,claims,214,7.8,Request payment plan,resolved,"Claim filed, reference number provided",3.0,True
-9838,2024-07-10 14:34:54,12398039184,4,New Quote,5,general,155,8.0,Change coverage level,resolved,Transferred to supervisor,5.0,True
-9839,2024-07-10 15:19:45,15756800755,4,New Quote,6,general,141,7.0,Dispute claim denial,resolved,Policy updated per customer request,5.0,True
-9840,2024-07-10 15:20:31,16467078732,3,Policy Changes,5,general,139,6.3,Update address,resolved,Resolved on first call,4.0,True
-9841,2024-07-10 15:25:11,12886422637,3,Policy Changes,5,general,169,5.9,Cancel policy,transferred,Customer disconnected before resolution,4.0,False
-9842,2024-07-10 15:25:28,18536707695,1,Claims,7,claims,145,8.6,Request ID cards,transferred,Callback scheduled for tomorrow,1.0,False
-9843,2024-07-10 15:30:22,17624024092,2,Billing & Payments,4,billing,119,5.7,Inquire about premium increase,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-9844,2024-07-10 15:30:22,15172641440,0,Speak to Agent,6,general,26,4.5,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-9845,2024-07-10 15:49:15,17919785175,0,Speak to Agent,5,general,0,7.4,Dispute claim denial,transferred,Customer requested manager,2.0,False
-9846,2024-07-10 16:05:56,19320464303,1,Claims,1,claims,0,3.5,Ask about discounts,transferred,Customer disconnected before resolution,3.0,False
-9847,2024-07-10 16:07:34,18312486444,4,New Quote,5,general,179,8.1,Request ID cards,resolved,Resolved on first call,4.0,True
-9848,2024-07-10 16:34:32,15239098990,0,Speak to Agent,5,general,144,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-9849,2024-07-10 16:39:09,17098837461,1,Claims,1,claims,161,8.2,Ask about discounts,follow_up_needed,Customer requested manager,3.0,False
-9850,2024-07-10 16:45:43,17533528399,3,Policy Changes,5,general,279,8.6,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-9851,2024-07-10 16:46:42,17109982980,0,Speak to Agent,5,general,118,4.8,Payment not processed,resolved,Customer disconnected before resolution,3.0,True
-9852,2024-07-10 16:49:41,15312415663,4,New Quote,6,general,200,9.1,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-9853,2024-07-10 16:54:48,18980803614,0,Speak to Agent,5,general,165,7.3,Request payment plan,resolved,Escalated to claims adjuster,2.0,True
-9854,2024-07-10 17:29:37,12507219609,2,Billing & Payments,3,billing,0,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-9855,2024-07-10 17:40:36,18396100844,1,Claims,2,claims,195,10.8,Add driver to policy,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-9856,2024-07-10 17:54:34,19811567139,1,Claims,7,claims,0,11.0,Remove vehicle from policy,transferred,Escalated to claims adjuster,3.0,False
-9857,2024-07-10 17:56:20,15428213988,3,Policy Changes,6,general,111,6.6,Update payment method,follow_up_needed,Escalated to claims adjuster,4.0,False
-9858,2024-07-10 18:17:02,18935618816,1,Claims,7,claims,184,11.1,Ask about deductible,follow_up_needed,Payment processed successfully,3.0,False
-9859,2024-07-10 18:21:55,14448979059,2,Billing & Payments,3,billing,168,4.5,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-9860,2024-07-10 18:49:21,18981302334,4,New Quote,6,general,155,8.7,Request proof of insurance,resolved,Policy updated per customer request,5.0,True
-9861,2024-07-10 18:51:29,14839948574,0,Speak to Agent,6,general,301,7.2,Reinstate lapsed policy,resolved,"Information provided, no action needed",4.0,True
-9862,2024-07-10 18:53:40,14176718824,1,Claims,1,claims,220,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-9863,2024-07-11 07:14:52,17943241895,2,Billing & Payments,3,billing,214,5.6,Request proof of insurance,transferred,Customer disconnected before resolution,4.0,False
-9864,2024-07-11 07:38:42,19459977262,4,New Quote,5,general,81,2.2,Request ID cards,resolved,Policy updated per customer request,4.0,True
-9865,2024-07-11 07:51:00,13060851163,3,Policy Changes,5,general,146,6.8,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-9866,2024-07-11 08:12:16,13562102346,0,Speak to Agent,6,general,48,7.9,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-9867,2024-07-11 08:33:17,13945764474,4,New Quote,5,general,271,3.4,Request ID cards,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-9868,2024-07-11 08:51:42,15849860874,1,Claims,2,claims,168,4.7,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,4.0,True
-9869,2024-07-11 09:04:32,14788479920,2,Billing & Payments,3,billing,249,6.3,General coverage question,resolved,Resolved on first call,4.0,True
-9870,2024-07-11 09:27:08,14565884691,1,Claims,7,claims,142,0.5,Cancel policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-9871,2024-07-11 09:31:16,16299078049,1,Claims,7,claims,10,7.4,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-9872,2024-07-11 09:46:11,16349819690,4,New Quote,5,general,168,6.4,Reinstate lapsed policy,resolved,"Information provided, no action needed",4.0,True
-9873,2024-07-11 10:03:41,12998917555,4,New Quote,6,general,82,9.3,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-9874,2024-07-11 10:18:36,16859805950,0,Speak to Agent,5,general,42,3.2,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-9875,2024-07-11 10:19:49,16530430524,0,Speak to Agent,5,general,52,6.9,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-9876,2024-07-11 10:32:48,12010093788,3,Policy Changes,5,general,116,3.9,Filing new auto claim,resolved,Resolved on first call,3.0,True
-9877,2024-07-11 10:37:10,15112242075,2,Billing & Payments,4,billing,183,5.3,Dispute claim denial,follow_up_needed,Escalated to claims adjuster,4.0,False
-9878,2024-07-11 10:53:12,13043750454,4,New Quote,6,general,0,6.4,Inquire about premium increase,transferred,Escalated to claims adjuster,3.0,False
-9879,2024-07-11 10:53:46,15840914191,2,Billing & Payments,3,billing,257,7.5,Change coverage level,transferred,Policy updated per customer request,1.0,False
-9880,2024-07-11 11:19:40,14789258080,1,Claims,7,claims,108,6.6,General coverage question,resolved,Customer requested manager,4.0,True
-9881,2024-07-11 11:31:14,19004272725,4,New Quote,6,general,150,10.4,Filing new auto claim,resolved,Policy updated per customer request,1.0,True
-9882,2024-07-11 11:46:40,19313942163,0,Speak to Agent,6,general,219,9.3,Ask about discounts,follow_up_needed,Customer disconnected before resolution,2.0,False
-9883,2024-07-11 11:46:53,16394389413,3,Policy Changes,6,general,119,11.9,Report accident,follow_up_needed,Policy updated per customer request,3.0,False
-9884,2024-07-11 11:48:36,14311837671,0,Speak to Agent,5,general,145,0.0,Complaint about service,abandoned,Customer abandoned,,False
-9885,2024-07-11 11:50:05,19549220218,2,Billing & Payments,3,billing,0,8.6,Inquire about premium increase,resolved,Customer requested manager,3.0,True
-9886,2024-07-11 12:06:17,12948135164,4,New Quote,6,general,33,8.3,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-9887,2024-07-11 12:46:38,12077982341,3,Policy Changes,6,general,104,9.6,Cancel policy,resolved,Transferred to supervisor,4.0,True
-9888,2024-07-11 12:59:24,15744830174,2,Billing & Payments,8,billing,102,3.8,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",2.0,False
-9889,2024-07-11 13:33:13,16902925639,0,Speak to Agent,6,general,91,11.0,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-9890,2024-07-11 13:57:58,18142542807,4,New Quote,5,general,46,4.1,Ask about discounts,resolved,Payment processed successfully,3.0,True
-9891,2024-07-11 14:24:45,15265216153,3,Policy Changes,6,general,182,11.5,Complaint about service,resolved,"Information provided, no action needed",4.0,True
-9892,2024-07-11 14:40:02,13794851407,4,New Quote,5,general,66,8.5,Filing new auto claim,transferred,Customer disconnected before resolution,4.0,False
-9893,2024-07-11 15:31:00,13668897566,4,New Quote,5,general,85,4.1,Report accident,follow_up_needed,Customer disconnected before resolution,2.0,False
-9894,2024-07-11 15:59:46,17987636535,2,Billing & Payments,8,billing,129,0.8,Inquire about premium increase,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-9895,2024-07-11 16:10:08,17457554598,1,Claims,7,claims,115,4.2,Change coverage level,resolved,Transferred to supervisor,5.0,True
-9896,2024-07-11 16:38:21,15759773622,0,Speak to Agent,6,general,0,11.5,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,3.0,False
-9897,2024-07-11 16:48:37,14393983726,3,Policy Changes,6,general,118,8.5,Claim status inquiry,resolved,Customer disconnected before resolution,3.0,True
-9898,2024-07-11 17:02:30,15061013312,0,Speak to Agent,6,general,223,11.8,Add driver to policy,follow_up_needed,Transferred to supervisor,4.0,False
-9899,2024-07-11 17:05:04,19743336587,3,Policy Changes,6,general,38,12.5,Request ID cards,follow_up_needed,Payment processed successfully,3.0,False
-9900,2024-07-11 17:11:32,12262941482,1,Claims,7,claims,242,10.0,Request payment plan,resolved,Customer requested manager,3.0,True
-9901,2024-07-11 17:50:37,17007508969,2,Billing & Payments,3,billing,146,5.5,Claim status inquiry,resolved,"Claim filed, reference number provided",4.0,True
-9902,2024-07-11 17:55:39,12697591918,1,Claims,2,claims,229,9.1,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-9903,2024-07-11 17:58:06,18805104586,4,New Quote,5,general,0,0.9,Request ID cards,follow_up_needed,Customer requested manager,4.0,False
-9904,2024-07-11 18:18:15,13221962583,2,Billing & Payments,8,billing,109,2.6,Inquire about premium increase,transferred,"Information provided, no action needed",3.0,False
-9905,2024-07-11 18:19:11,16829583315,4,New Quote,6,general,0,4.7,Update payment method,resolved,Payment processed successfully,4.0,True
-9906,2024-07-11 18:21:03,18069400205,4,New Quote,5,general,109,2.6,Request payment plan,resolved,"Information provided, no action needed",5.0,True
-9907,2024-07-11 18:46:07,17459581843,2,Billing & Payments,8,billing,14,5.9,Claim status inquiry,follow_up_needed,Resolved on first call,3.0,False
-9908,2024-07-11 18:52:17,17606831203,4,New Quote,6,general,211,12.4,Filing new auto claim,resolved,"Claim filed, reference number provided",4.0,True
-9909,2024-07-12 07:12:13,14783232143,4,New Quote,5,general,59,4.2,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-9910,2024-07-12 07:20:05,18089734401,1,Claims,7,claims,147,8.2,Change coverage level,resolved,Resolved on first call,3.0,True
-9911,2024-07-12 08:10:23,15668670590,2,Billing & Payments,4,billing,81,5.0,Filing new auto claim,resolved,Customer disconnected before resolution,5.0,True
-9912,2024-07-12 08:31:01,19642114710,2,Billing & Payments,8,billing,182,6.3,Update address,resolved,Resolved on first call,3.0,True
-9913,2024-07-12 09:01:34,13611500899,2,Billing & Payments,8,billing,179,10.4,Reinstate lapsed policy,resolved,Transferred to supervisor,5.0,True
-9914,2024-07-12 09:18:12,18011402008,1,Claims,7,claims,131,6.4,Request ID cards,resolved,Payment processed successfully,3.0,True
-9915,2024-07-12 09:19:53,16810686671,0,Speak to Agent,6,general,218,0.0,Payment not processed,abandoned,Customer abandoned,,False
-9916,2024-07-12 09:24:12,16226284322,2,Billing & Payments,8,billing,173,7.4,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-9917,2024-07-12 10:07:34,16531972275,4,New Quote,5,general,205,5.2,Ask about deductible,follow_up_needed,Escalated to claims adjuster,4.0,False
-9918,2024-07-12 10:17:03,16260269874,3,Policy Changes,6,general,29,9.1,Reinstate lapsed policy,resolved,Customer disconnected before resolution,2.0,True
-9919,2024-07-12 10:42:15,18329081006,1,Claims,7,claims,46,5.7,Request ID cards,follow_up_needed,Resolved on first call,3.0,False
-9920,2024-07-12 10:44:30,14347118937,2,Billing & Payments,4,billing,48,4.1,Request payment plan,resolved,Transferred to supervisor,3.0,True
-9921,2024-07-12 10:55:49,14836568467,0,Speak to Agent,6,general,292,10.3,Request proof of insurance,transferred,Resolved on first call,3.0,False
-9922,2024-07-12 11:10:36,17855959809,2,Billing & Payments,3,billing,74,8.8,Update address,resolved,"Claim filed, reference number provided",4.0,True
-9923,2024-07-12 11:22:30,12115478422,3,Policy Changes,6,general,144,7.6,Filing new auto claim,transferred,"Claim filed, reference number provided",3.0,False
-9924,2024-07-12 11:32:47,17068018550,0,Speak to Agent,6,general,81,4.2,Ask about discounts,resolved,Customer requested manager,4.0,True
-9925,2024-07-12 11:42:43,13463368362,4,New Quote,5,general,82,6.9,Update payment method,follow_up_needed,Transferred to supervisor,2.0,False
-9926,2024-07-12 11:46:32,14552335581,2,Billing & Payments,4,billing,180,7.9,Change coverage level,follow_up_needed,Payment processed successfully,3.0,False
-9927,2024-07-12 11:57:35,14514729031,4,New Quote,5,general,33,8.6,Remove vehicle from policy,transferred,Transferred to supervisor,3.0,False
-9928,2024-07-12 12:09:08,17425460416,4,New Quote,5,general,137,2.4,Ask about discounts,resolved,Callback scheduled for tomorrow,5.0,True
-9929,2024-07-12 13:02:36,18645576747,2,Billing & Payments,4,billing,262,4.7,Change coverage level,resolved,Transferred to supervisor,3.0,True
-9930,2024-07-12 13:10:54,13287205628,0,Speak to Agent,5,general,22,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-9931,2024-07-12 13:21:14,17581020580,3,Policy Changes,6,general,103,5.9,Reinstate lapsed policy,follow_up_needed,Resolved on first call,4.0,False
-9932,2024-07-12 13:37:17,18520683010,1,Claims,1,claims,82,9.3,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-9933,2024-07-12 13:56:02,16847443949,3,Policy Changes,5,general,100,1.0,Payment not processed,follow_up_needed,Transferred to supervisor,3.0,False
-9934,2024-07-12 13:57:04,19489351721,0,Speak to Agent,6,general,103,11.8,General coverage question,follow_up_needed,"Claim filed, reference number provided",3.0,False
-9935,2024-07-12 14:06:10,17042986149,2,Billing & Payments,3,billing,109,3.7,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-9936,2024-07-12 14:45:41,15108344931,1,Claims,1,claims,164,5.6,Request payment plan,follow_up_needed,Policy updated per customer request,5.0,False
-9937,2024-07-12 15:02:30,17480894841,3,Policy Changes,6,general,170,7.3,Filing new auto claim,resolved,Policy updated per customer request,4.0,True
-9938,2024-07-12 15:09:02,17473656107,3,Policy Changes,5,general,89,0.5,Inquire about premium increase,resolved,Callback scheduled for tomorrow,2.0,True
-9939,2024-07-12 15:33:23,14881464534,3,Policy Changes,5,general,123,0.5,Dispute claim denial,resolved,Transferred to supervisor,3.0,True
-9940,2024-07-12 15:48:06,14725648677,3,Policy Changes,5,general,182,1.7,Reinstate lapsed policy,resolved,Payment processed successfully,3.0,True
-9941,2024-07-12 15:56:08,15569082562,0,Speak to Agent,5,general,211,0.5,Cancel policy,follow_up_needed,Payment processed successfully,2.0,False
-9942,2024-07-12 16:14:19,12418784161,3,Policy Changes,5,general,191,7.1,Update address,resolved,Transferred to supervisor,3.0,True
-9943,2024-07-12 16:19:27,16572493839,3,Policy Changes,6,general,7,10.7,Dispute claim denial,resolved,"Claim filed, reference number provided",5.0,True
-9944,2024-07-12 16:21:58,16949090916,4,New Quote,6,general,83,7.4,Remove vehicle from policy,resolved,Escalated to claims adjuster,3.0,True
-9945,2024-07-12 16:40:46,14883531238,1,Claims,7,claims,122,8.8,Add driver to policy,resolved,Escalated to claims adjuster,5.0,True
-9946,2024-07-12 17:21:55,13518102774,4,New Quote,5,general,86,3.5,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-9947,2024-07-12 17:40:40,18659656871,3,Policy Changes,6,general,0,5.9,Request proof of insurance,resolved,Policy updated per customer request,4.0,True
-9948,2024-07-12 18:07:39,13637472967,0,Speak to Agent,6,general,117,8.5,Payment not processed,resolved,Transferred to supervisor,4.0,True
-9949,2024-07-12 18:07:52,18231287686,1,Claims,7,claims,162,7.4,Remove vehicle from policy,resolved,Customer requested manager,4.0,True
-9950,2024-07-12 18:07:55,16870232894,0,Speak to Agent,6,general,0,10.1,Ask about deductible,resolved,Customer requested manager,3.0,True
-9951,2024-07-12 18:37:48,12036379596,4,New Quote,6,general,0,8.5,General coverage question,resolved,Transferred to supervisor,3.0,True
-9952,2024-07-12 18:38:38,18973575991,4,New Quote,5,general,0,2.9,Update address,resolved,Customer requested manager,3.0,True
-9953,2024-07-12 18:42:01,15250036224,4,New Quote,6,general,185,7.4,Report accident,transferred,"Claim filed, reference number provided",4.0,False
-9954,2024-07-12 18:50:42,19175483621,1,Claims,1,claims,125,5.9,Request proof of insurance,resolved,Policy updated per customer request,5.0,True
-9955,2024-07-13 09:02:16,17763673222,1,Claims,1,claims,70,6.3,Request proof of insurance,resolved,"Claim filed, reference number provided",5.0,True
-9956,2024-07-13 09:06:31,15006812094,1,Claims,7,claims,125,0.0,Request ID cards,abandoned,Customer abandoned,,False
-9957,2024-07-13 09:15:59,14620762207,2,Billing & Payments,8,billing,265,7.6,Reinstate lapsed policy,resolved,Policy updated per customer request,3.0,True
-9958,2024-07-13 09:26:07,12957001200,4,New Quote,6,general,45,5.5,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-9959,2024-07-13 09:26:36,12487787353,4,New Quote,6,general,122,9.6,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-9960,2024-07-13 09:43:22,18217068499,1,Claims,2,claims,172,3.0,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-9961,2024-07-13 09:50:40,16543955764,4,New Quote,5,general,162,7.9,Update payment method,resolved,Resolved on first call,3.0,True
-9962,2024-07-13 10:01:05,14799731341,2,Billing & Payments,8,billing,92,4.8,Request payment plan,resolved,Resolved on first call,4.0,True
-9963,2024-07-13 10:08:22,12153790005,4,New Quote,6,general,111,13.5,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-9964,2024-07-13 10:19:10,15201398660,4,New Quote,6,general,68,0.0,Report accident,abandoned,Customer abandoned,,False
-9965,2024-07-13 10:31:30,13607136817,3,Policy Changes,5,general,16,3.3,Cancel policy,follow_up_needed,Customer requested manager,2.0,False
-9966,2024-07-13 10:37:30,13617918448,1,Claims,7,claims,0,5.0,Ask about discounts,resolved,"Claim filed, reference number provided",5.0,True
-9967,2024-07-13 10:58:26,18149604644,2,Billing & Payments,3,billing,0,6.3,Change coverage level,resolved,Transferred to supervisor,3.0,True
-9968,2024-07-13 11:03:53,13946612793,1,Claims,1,claims,228,13.8,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-9969,2024-07-13 11:08:08,14887841469,0,Speak to Agent,6,general,100,7.8,Update payment method,resolved,"Claim filed, reference number provided",5.0,True
-9970,2024-07-13 11:18:07,15365261163,0,Speak to Agent,6,general,171,4.5,Ask about discounts,resolved,Customer disconnected before resolution,5.0,True
-9971,2024-07-13 11:25:03,17580578234,4,New Quote,5,general,275,4.1,Claim status inquiry,resolved,Escalated to claims adjuster,3.0,True
-9972,2024-07-13 11:35:07,12579457830,1,Claims,7,claims,76,7.0,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-9973,2024-07-13 11:51:33,13157459081,0,Speak to Agent,6,general,263,8.1,Filing new auto claim,resolved,"Claim filed, reference number provided",4.0,True
-9974,2024-07-13 11:54:26,18954423389,4,New Quote,6,general,230,3.7,Add driver to policy,resolved,Transferred to supervisor,3.0,True
-9975,2024-07-13 11:55:44,17005985669,2,Billing & Payments,8,billing,163,4.9,General coverage question,follow_up_needed,Policy updated per customer request,3.0,False
-9976,2024-07-13 12:00:22,16793519892,3,Policy Changes,5,general,195,5.4,Complaint about service,follow_up_needed,Policy updated per customer request,3.0,False
-9977,2024-07-13 12:11:59,12315792611,3,Policy Changes,6,general,0,11.9,Filing new auto claim,transferred,Callback scheduled for tomorrow,2.0,False
-9978,2024-07-13 12:46:35,18691655673,2,Billing & Payments,4,billing,216,4.9,Report accident,resolved,Customer disconnected before resolution,4.0,True
-9979,2024-07-13 12:57:17,19178709486,4,New Quote,5,general,16,10.1,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-9980,2024-07-15 07:06:08,13512958728,1,Claims,7,claims,0,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-9981,2024-07-15 07:15:06,12415985606,1,Claims,2,claims,153,7.8,Inquire about premium increase,transferred,Payment processed successfully,2.0,False
-9982,2024-07-15 07:15:20,17483859146,2,Billing & Payments,8,billing,225,9.6,Remove vehicle from policy,follow_up_needed,Policy updated per customer request,4.0,False
-9983,2024-07-15 07:19:44,18661839847,1,Claims,1,claims,270,7.9,Complaint about service,resolved,Customer requested manager,4.0,True
-9984,2024-07-15 07:30:14,14961821127,0,Speak to Agent,5,general,119,2.9,Request proof of insurance,resolved,Customer disconnected before resolution,3.0,True
-9985,2024-07-15 07:30:43,19383783604,1,Claims,1,claims,208,10.3,Request proof of insurance,follow_up_needed,Policy updated per customer request,4.0,False
-9986,2024-07-15 07:34:08,19071471826,4,New Quote,5,general,73,10.6,Report accident,follow_up_needed,Policy updated per customer request,3.0,False
-9987,2024-07-15 07:35:34,17832312287,0,Speak to Agent,5,general,0,5.3,Payment not processed,resolved,"Claim filed, reference number provided",3.0,True
-9988,2024-07-15 07:38:31,14994198880,0,Speak to Agent,6,general,387,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-9989,2024-07-15 07:54:19,18843351837,2,Billing & Payments,4,billing,230,4.5,Report accident,resolved,Resolved on first call,4.0,True
-9990,2024-07-15 07:58:45,19428596034,4,New Quote,6,general,48,7.9,Payment not processed,resolved,Payment processed successfully,3.0,True
-9991,2024-07-15 08:02:57,17294256916,4,New Quote,5,general,200,4.7,Change coverage level,resolved,Transferred to supervisor,4.0,True
-9992,2024-07-15 08:17:42,12751467166,2,Billing & Payments,3,billing,75,8.0,Update address,transferred,Customer disconnected before resolution,4.0,False
-9993,2024-07-15 08:26:47,16404504680,3,Policy Changes,6,general,44,4.4,Inquire about premium increase,follow_up_needed,Policy updated per customer request,4.0,False
-9994,2024-07-15 08:44:45,14360321123,3,Policy Changes,6,general,7,8.9,Ask about deductible,resolved,Customer disconnected before resolution,5.0,True
-9995,2024-07-15 08:47:43,14794852351,0,Speak to Agent,5,general,61,6.9,Ask about deductible,resolved,Resolved on first call,5.0,True
-9996,2024-07-15 08:54:36,14855291225,0,Speak to Agent,6,general,0,7.7,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-9997,2024-07-15 09:01:43,19005144959,1,Claims,7,claims,83,6.0,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-9998,2024-07-15 09:13:14,17953711877,3,Policy Changes,6,general,241,9.4,Cancel policy,resolved,Callback scheduled for tomorrow,2.0,True
-9999,2024-07-15 09:22:01,15581595895,0,Speak to Agent,6,general,93,9.3,Update address,resolved,Callback scheduled for tomorrow,3.0,True
-10000,2024-07-15 09:23:46,12390175328,2,Billing & Payments,4,billing,162,8.2,Update address,transferred,Transferred to supervisor,3.0,False
-10001,2024-07-15 09:23:46,12460850925,1,Claims,2,claims,156,9.8,Update payment method,resolved,Customer disconnected before resolution,5.0,True
-10002,2024-07-15 09:24:22,13757312063,1,Claims,2,claims,140,0.8,Update address,follow_up_needed,Customer disconnected before resolution,4.0,False
-10003,2024-07-15 09:44:24,19307523606,2,Billing & Payments,4,billing,87,5.9,Inquire about premium increase,follow_up_needed,Policy updated per customer request,4.0,False
-10004,2024-07-15 09:45:31,17661163557,0,Speak to Agent,6,general,67,11.6,Claim status inquiry,transferred,"Claim filed, reference number provided",2.0,False
-10005,2024-07-15 09:57:55,12849739586,4,New Quote,6,general,154,9.3,Inquire about premium increase,transferred,Transferred to supervisor,4.0,False
-10006,2024-07-15 09:58:28,18380615797,3,Policy Changes,6,general,212,9.4,Inquire about premium increase,resolved,Callback scheduled for tomorrow,3.0,True
-10007,2024-07-15 09:59:53,18390898967,0,Speak to Agent,6,general,159,7.5,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",5.0,False
-10008,2024-07-15 10:08:03,19486718724,1,Claims,7,claims,110,6.4,Update payment method,resolved,Transferred to supervisor,4.0,True
-10009,2024-07-15 10:15:54,12116210067,0,Speak to Agent,6,general,19,7.4,Reinstate lapsed policy,resolved,Customer requested manager,5.0,True
-10010,2024-07-15 10:21:12,15635442643,3,Policy Changes,5,general,0,5.5,Payment not processed,follow_up_needed,Policy updated per customer request,4.0,False
-10011,2024-07-15 10:40:08,15081288004,1,Claims,7,claims,101,4.1,Change coverage level,follow_up_needed,"Claim filed, reference number provided",4.0,False
-10012,2024-07-15 10:45:06,15213430546,3,Policy Changes,6,general,231,5.8,Change coverage level,resolved,Transferred to supervisor,4.0,True
-10013,2024-07-15 10:49:08,15035068811,0,Speak to Agent,5,general,150,7.3,Report accident,follow_up_needed,"Claim filed, reference number provided",4.0,False
-10014,2024-07-15 10:50:48,18608059253,0,Speak to Agent,6,general,14,9.2,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-10015,2024-07-15 11:07:55,16873198586,1,Claims,2,claims,0,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-10016,2024-07-15 11:10:24,18328188898,2,Billing & Payments,3,billing,138,6.2,Request proof of insurance,follow_up_needed,Escalated to claims adjuster,3.0,False
-10017,2024-07-15 11:17:59,16847776513,2,Billing & Payments,8,billing,202,2.6,Request ID cards,follow_up_needed,Transferred to supervisor,5.0,False
-10018,2024-07-15 11:28:56,19852684900,1,Claims,2,claims,168,7.5,Update address,resolved,Escalated to claims adjuster,4.0,True
-10019,2024-07-15 11:48:38,15627596636,2,Billing & Payments,3,billing,197,2.0,Inquire about premium increase,resolved,Resolved on first call,5.0,True
-10020,2024-07-15 11:49:25,19169264450,2,Billing & Payments,4,billing,205,4.2,Complaint about service,resolved,Payment processed successfully,3.0,True
-10021,2024-07-15 12:04:56,15627253700,1,Claims,2,claims,220,7.1,Cancel policy,resolved,Payment processed successfully,4.0,True
-10022,2024-07-15 12:10:41,13695118052,0,Speak to Agent,5,general,178,4.5,Update address,transferred,Policy updated per customer request,5.0,False
-10023,2024-07-15 12:14:21,12963916704,3,Policy Changes,5,general,149,7.7,Request ID cards,follow_up_needed,Customer requested manager,2.0,False
-10024,2024-07-15 12:32:40,19385962248,0,Speak to Agent,5,general,170,10.4,Update address,follow_up_needed,Escalated to claims adjuster,5.0,False
-10025,2024-07-15 13:04:39,19295065029,2,Billing & Payments,8,billing,177,6.6,Remove vehicle from policy,resolved,Transferred to supervisor,5.0,True
-10026,2024-07-15 13:22:37,19058674182,1,Claims,2,claims,256,5.3,Complaint about service,resolved,Customer disconnected before resolution,2.0,True
-10027,2024-07-15 13:25:05,17989322797,0,Speak to Agent,5,general,307,3.0,Request proof of insurance,resolved,Resolved on first call,4.0,True
-10028,2024-07-15 13:29:21,18092841479,3,Policy Changes,6,general,166,13.7,Update payment method,resolved,Policy updated per customer request,5.0,True
-10029,2024-07-15 13:43:30,15018233956,0,Speak to Agent,5,general,96,9.1,Request proof of insurance,transferred,"Information provided, no action needed",3.0,False
-10030,2024-07-15 13:49:48,17326248797,1,Claims,1,claims,165,3.7,Reinstate lapsed policy,resolved,Policy updated per customer request,5.0,True
-10031,2024-07-15 14:11:17,19343545231,0,Speak to Agent,5,general,190,0.0,Report accident,abandoned,Customer abandoned,,False
-10032,2024-07-15 14:12:03,15085243705,1,Claims,1,claims,54,3.9,Request ID cards,follow_up_needed,Policy updated per customer request,5.0,False
-10033,2024-07-15 14:32:09,19542904967,2,Billing & Payments,4,billing,206,6.6,Ask about deductible,resolved,Policy updated per customer request,5.0,True
-10034,2024-07-15 15:04:49,15975765312,4,New Quote,5,general,0,4.2,Change coverage level,follow_up_needed,Escalated to claims adjuster,2.0,False
-10035,2024-07-15 15:11:54,15369766239,1,Claims,2,claims,25,9.4,Update payment method,resolved,"Claim filed, reference number provided",5.0,True
-10036,2024-07-15 15:19:47,16980896952,4,New Quote,6,general,193,9.2,Claim status inquiry,resolved,Customer disconnected before resolution,3.0,True
-10037,2024-07-15 15:27:50,16346518675,2,Billing & Payments,4,billing,0,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-10038,2024-07-15 15:35:15,12951282784,2,Billing & Payments,8,billing,112,5.2,Inquire about premium increase,resolved,Policy updated per customer request,3.0,True
-10039,2024-07-15 15:38:20,16343109511,3,Policy Changes,5,general,351,2.5,Update payment method,resolved,Escalated to claims adjuster,4.0,True
-10040,2024-07-15 15:44:14,12277381779,0,Speak to Agent,5,general,163,5.5,Update payment method,resolved,Payment processed successfully,3.0,True
-10041,2024-07-15 15:48:17,19073820177,3,Policy Changes,6,general,216,12.2,General coverage question,resolved,"Claim filed, reference number provided",5.0,True
-10042,2024-07-15 15:49:41,16807104741,2,Billing & Payments,4,billing,115,9.2,Change coverage level,transferred,"Information provided, no action needed",3.0,False
-10043,2024-07-15 15:49:46,17842710356,3,Policy Changes,6,general,60,8.7,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-10044,2024-07-15 15:57:01,14238996779,1,Claims,7,claims,42,6.9,Report accident,transferred,Callback scheduled for tomorrow,4.0,False
-10045,2024-07-15 16:25:12,14679721375,1,Claims,7,claims,186,4.1,General coverage question,resolved,Transferred to supervisor,4.0,True
-10046,2024-07-15 16:27:02,12878911207,0,Speak to Agent,5,general,59,6.4,Request ID cards,follow_up_needed,Resolved on first call,3.0,False
-10047,2024-07-15 16:28:23,18673822326,1,Claims,2,claims,181,5.6,Payment not processed,resolved,Resolved on first call,5.0,True
-10048,2024-07-15 16:31:04,19968081797,0,Speak to Agent,5,general,76,5.7,Reinstate lapsed policy,resolved,Policy updated per customer request,3.0,True
-10049,2024-07-15 16:36:22,19195155482,0,Speak to Agent,6,general,18,10.4,Request payment plan,transferred,Customer requested manager,2.0,False
-10050,2024-07-15 16:56:52,12896161842,1,Claims,2,claims,76,7.2,Claim status inquiry,resolved,"Information provided, no action needed",3.0,True
-10051,2024-07-15 17:00:33,12880653949,4,New Quote,5,general,232,6.2,Request proof of insurance,resolved,Customer requested manager,3.0,True
-10052,2024-07-15 17:09:07,19394593140,4,New Quote,6,general,210,3.9,Report accident,transferred,Transferred to supervisor,4.0,False
-10053,2024-07-15 17:12:44,16139948400,0,Speak to Agent,5,general,161,7.9,Ask about deductible,resolved,Customer disconnected before resolution,5.0,True
-10054,2024-07-15 17:13:36,12979417132,1,Claims,7,claims,195,9.0,Request payment plan,resolved,Customer disconnected before resolution,3.0,True
-10055,2024-07-15 17:15:31,18561577700,1,Claims,1,claims,144,7.6,Change coverage level,follow_up_needed,"Claim filed, reference number provided",2.0,False
-10056,2024-07-15 17:24:34,12594156425,2,Billing & Payments,4,billing,123,3.1,Remove vehicle from policy,resolved,Payment processed successfully,3.0,True
-10057,2024-07-15 17:27:27,18080657719,0,Speak to Agent,5,general,0,5.6,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-10058,2024-07-15 18:07:00,18508587078,0,Speak to Agent,5,general,365,5.1,Report accident,transferred,"Information provided, no action needed",2.0,False
-10059,2024-07-15 18:09:02,19139821032,0,Speak to Agent,5,general,291,4.1,General coverage question,resolved,Payment processed successfully,4.0,True
-10060,2024-07-15 18:14:20,15063373425,0,Speak to Agent,6,general,44,9.5,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-10061,2024-07-15 18:36:32,16515602282,1,Claims,7,claims,0,4.0,Dispute claim denial,resolved,Resolved on first call,2.0,True
-10062,2024-07-16 07:01:47,12661489559,2,Billing & Payments,8,billing,79,5.6,Cancel policy,resolved,"Claim filed, reference number provided",5.0,True
-10063,2024-07-16 07:02:32,19896317140,3,Policy Changes,6,general,237,9.4,Claim status inquiry,resolved,Customer requested manager,3.0,True
-10064,2024-07-16 07:07:00,14806392305,0,Speak to Agent,5,general,88,0.5,Ask about discounts,resolved,Escalated to claims adjuster,5.0,True
-10065,2024-07-16 07:09:56,16852671392,4,New Quote,6,general,170,6.4,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,5.0,True
-10066,2024-07-16 07:30:30,15511183079,4,New Quote,5,general,161,2.0,Update address,resolved,Resolved on first call,5.0,True
-10067,2024-07-16 08:15:27,16632893613,3,Policy Changes,6,general,104,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-10068,2024-07-16 08:27:55,14041220338,3,Policy Changes,5,general,249,4.2,Cancel policy,follow_up_needed,"Information provided, no action needed",2.0,False
-10069,2024-07-16 08:41:41,15365554337,4,New Quote,5,general,152,9.5,Request payment plan,resolved,Resolved on first call,5.0,True
-10070,2024-07-16 08:47:29,14601774066,4,New Quote,5,general,11,0.0,Update address,abandoned,Customer abandoned,,False
-10071,2024-07-16 09:14:16,16755245360,2,Billing & Payments,8,billing,52,5.5,Add driver to policy,resolved,Payment processed successfully,5.0,True
-10072,2024-07-16 09:30:26,16229299347,4,New Quote,5,general,188,9.3,General coverage question,resolved,"Claim filed, reference number provided",4.0,True
-10073,2024-07-16 09:30:54,12985220023,0,Speak to Agent,6,general,152,10.3,Request proof of insurance,resolved,Policy updated per customer request,5.0,True
-10074,2024-07-16 09:47:06,12149698587,1,Claims,7,claims,127,8.0,Change coverage level,resolved,Payment processed successfully,3.0,True
-10075,2024-07-16 09:47:40,18560842100,4,New Quote,5,general,325,6.2,Payment not processed,resolved,Payment processed successfully,4.0,True
-10076,2024-07-16 09:50:37,12532313389,2,Billing & Payments,8,billing,97,5.5,Filing new auto claim,resolved,Resolved on first call,5.0,True
-10077,2024-07-16 10:07:10,12701553537,1,Claims,2,claims,46,8.2,Dispute claim denial,resolved,"Information provided, no action needed",3.0,True
-10078,2024-07-16 10:33:39,17896711864,2,Billing & Payments,8,billing,189,1.1,General coverage question,resolved,Callback scheduled for tomorrow,5.0,True
-10079,2024-07-16 10:36:16,18171388837,0,Speak to Agent,6,general,43,6.5,Request payment plan,resolved,Transferred to supervisor,4.0,True
-10080,2024-07-16 10:36:19,16795667617,2,Billing & Payments,8,billing,0,9.0,Cancel policy,resolved,Callback scheduled for tomorrow,4.0,True
-10081,2024-07-16 10:38:25,14860081851,3,Policy Changes,5,general,58,6.5,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-10082,2024-07-16 10:39:54,14773352102,2,Billing & Payments,8,billing,5,0.0,Cancel policy,abandoned,Customer abandoned,,False
-10083,2024-07-16 10:42:31,15630270546,0,Speak to Agent,6,general,91,7.4,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-10084,2024-07-16 10:51:35,17908096914,1,Claims,7,claims,122,4.2,Payment not processed,resolved,"Information provided, no action needed",5.0,True
-10085,2024-07-16 10:52:33,12674442164,0,Speak to Agent,6,general,214,5.4,Request ID cards,transferred,Escalated to claims adjuster,3.0,False
-10086,2024-07-16 11:01:41,15172418614,3,Policy Changes,6,general,187,9.7,Claim status inquiry,resolved,Customer requested manager,3.0,True
-10087,2024-07-16 11:07:32,12167568719,2,Billing & Payments,3,billing,213,4.0,Payment not processed,resolved,"Information provided, no action needed",3.0,True
-10088,2024-07-16 11:14:19,19151837941,3,Policy Changes,5,general,174,8.7,Change coverage level,follow_up_needed,Transferred to supervisor,1.0,False
-10089,2024-07-16 11:38:11,18948774504,1,Claims,1,claims,0,7.5,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-10090,2024-07-16 11:39:45,18940512814,2,Billing & Payments,3,billing,104,4.8,Request ID cards,transferred,"Claim filed, reference number provided",2.0,False
-10091,2024-07-16 11:40:13,19041491149,1,Claims,7,claims,125,2.9,Payment not processed,resolved,Customer disconnected before resolution,5.0,True
-10092,2024-07-16 11:46:26,13279116831,4,New Quote,6,general,0,10.1,Cancel policy,resolved,Policy updated per customer request,5.0,True
-10093,2024-07-16 11:55:10,19160551451,4,New Quote,5,general,137,5.1,Filing new auto claim,resolved,Resolved on first call,1.0,True
-10094,2024-07-16 11:59:17,14488589904,3,Policy Changes,5,general,349,5.2,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-10095,2024-07-16 12:56:44,15316248976,0,Speak to Agent,5,general,141,7.8,Request payment plan,resolved,"Information provided, no action needed",4.0,True
-10096,2024-07-16 13:33:54,19936517140,2,Billing & Payments,8,billing,0,5.4,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-10097,2024-07-16 14:02:17,13881331911,4,New Quote,5,general,141,5.1,Inquire about premium increase,follow_up_needed,Escalated to claims adjuster,3.0,False
-10098,2024-07-16 14:18:36,12841311328,1,Claims,2,claims,144,3.1,Dispute claim denial,resolved,"Claim filed, reference number provided",3.0,True
-10099,2024-07-16 14:56:27,12668893157,2,Billing & Payments,3,billing,108,5.0,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-10100,2024-07-16 15:23:44,12474735072,0,Speak to Agent,6,general,77,8.3,Report accident,resolved,"Claim filed, reference number provided",3.0,True
-10101,2024-07-16 15:24:47,14829199011,1,Claims,7,claims,285,2.9,Request ID cards,resolved,Resolved on first call,3.0,True
-10102,2024-07-16 15:36:20,12420842757,1,Claims,1,claims,199,6.3,Request ID cards,resolved,Customer disconnected before resolution,5.0,True
-10103,2024-07-16 15:42:28,14298400221,4,New Quote,6,general,112,4.3,Request payment plan,resolved,Customer disconnected before resolution,5.0,True
-10104,2024-07-16 15:48:57,18954338986,3,Policy Changes,6,general,70,8.3,Change coverage level,resolved,Customer requested manager,4.0,True
-10105,2024-07-16 15:58:08,14895948336,2,Billing & Payments,8,billing,211,2.5,General coverage question,follow_up_needed,Payment processed successfully,2.0,False
-10106,2024-07-16 16:13:37,18947486620,0,Speak to Agent,5,general,0,7.1,Update address,follow_up_needed,Escalated to claims adjuster,3.0,False
-10107,2024-07-16 16:17:41,12862636305,2,Billing & Payments,8,billing,160,5.4,Request proof of insurance,resolved,"Information provided, no action needed",4.0,True
-10108,2024-07-16 16:29:20,15255795868,1,Claims,1,claims,0,0.5,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-10109,2024-07-16 16:30:33,15418205489,0,Speak to Agent,6,general,77,6.7,Update address,resolved,Transferred to supervisor,3.0,True
-10110,2024-07-16 16:38:23,15267484957,3,Policy Changes,6,general,239,8.9,Update payment method,resolved,Resolved on first call,3.0,True
-10111,2024-07-16 16:39:02,18036941038,4,New Quote,5,general,59,4.7,Change coverage level,follow_up_needed,Transferred to supervisor,2.0,False
-10112,2024-07-16 16:48:25,13262794540,0,Speak to Agent,6,general,73,4.5,Cancel policy,resolved,Payment processed successfully,4.0,True
-10113,2024-07-16 16:48:59,17713556237,1,Claims,1,claims,119,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-10114,2024-07-16 16:56:29,19230115613,3,Policy Changes,5,general,194,7.5,Update payment method,resolved,"Information provided, no action needed",3.0,True
-10115,2024-07-16 17:07:30,18965100742,2,Billing & Payments,8,billing,56,6.7,Update address,resolved,"Information provided, no action needed",4.0,True
-10116,2024-07-16 17:08:55,12447201236,0,Speak to Agent,5,general,126,4.8,Request payment plan,resolved,Resolved on first call,4.0,True
-10117,2024-07-16 17:10:09,13917570107,0,Speak to Agent,5,general,169,2.4,Request payment plan,resolved,Escalated to claims adjuster,3.0,True
-10118,2024-07-16 17:15:06,15137979344,4,New Quote,5,general,0,6.2,Report accident,follow_up_needed,Resolved on first call,4.0,False
-10119,2024-07-16 17:23:43,17791126935,3,Policy Changes,5,general,199,5.7,Update payment method,transferred,Payment processed successfully,2.0,False
-10120,2024-07-16 17:25:12,15278518775,0,Speak to Agent,5,general,135,2.3,Complaint about service,follow_up_needed,Customer disconnected before resolution,4.0,False
-10121,2024-07-16 17:30:13,17606048113,2,Billing & Payments,3,billing,209,7.5,Inquire about premium increase,follow_up_needed,Customer requested manager,3.0,False
-10122,2024-07-16 17:55:34,15656507517,4,New Quote,6,general,175,6.1,Claim status inquiry,follow_up_needed,Resolved on first call,3.0,False
-10123,2024-07-16 18:01:47,19284856199,1,Claims,2,claims,206,3.6,Remove vehicle from policy,follow_up_needed,"Information provided, no action needed",1.0,False
-10124,2024-07-16 18:09:15,19464464638,3,Policy Changes,5,general,84,8.3,Claim status inquiry,resolved,Escalated to claims adjuster,4.0,True
-10125,2024-07-16 18:11:09,19294224434,0,Speak to Agent,6,general,36,0.0,Payment not processed,abandoned,Customer abandoned,,False
-10126,2024-07-16 18:11:33,13649620775,3,Policy Changes,5,general,13,7.7,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-10127,2024-07-16 18:19:23,18456046603,3,Policy Changes,6,general,284,8.8,Reinstate lapsed policy,transferred,Resolved on first call,3.0,False
-10128,2024-07-16 18:25:30,14152298206,1,Claims,2,claims,373,3.8,Ask about deductible,follow_up_needed,Transferred to supervisor,3.0,False
-10129,2024-07-16 18:38:00,12962365851,1,Claims,2,claims,71,7.1,Reinstate lapsed policy,resolved,Policy updated per customer request,4.0,True
-10130,2024-07-16 18:49:04,14250053956,3,Policy Changes,5,general,103,3.9,General coverage question,follow_up_needed,"Information provided, no action needed",3.0,False
-10131,2024-07-17 07:21:50,19760471355,3,Policy Changes,5,general,301,5.8,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,4.0,False
-10132,2024-07-17 07:49:13,16472873220,2,Billing & Payments,4,billing,134,6.7,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-10133,2024-07-17 07:52:16,15389468018,4,New Quote,6,general,34,8.7,Payment not processed,follow_up_needed,Policy updated per customer request,3.0,False
-10134,2024-07-17 07:52:18,15398754557,3,Policy Changes,5,general,181,5.8,Request payment plan,follow_up_needed,Escalated to claims adjuster,4.0,False
-10135,2024-07-17 08:03:15,12850636393,1,Claims,2,claims,249,0.0,Update address,abandoned,Customer abandoned,,False
-10136,2024-07-17 08:07:00,15569989363,3,Policy Changes,6,general,107,11.2,Ask about discounts,resolved,Transferred to supervisor,3.0,True
-10137,2024-07-17 08:40:36,19493135551,0,Speak to Agent,5,general,204,4.6,Cancel policy,follow_up_needed,Customer requested manager,3.0,False
-10138,2024-07-17 08:50:31,19256537107,0,Speak to Agent,6,general,25,1.0,Request proof of insurance,transferred,Customer disconnected before resolution,3.0,False
-10139,2024-07-17 09:06:00,14169291468,3,Policy Changes,6,general,57,6.5,Dispute claim denial,resolved,Payment processed successfully,4.0,True
-10140,2024-07-17 09:06:45,12975044227,2,Billing & Payments,8,billing,177,5.5,Update payment method,follow_up_needed,Transferred to supervisor,3.0,False
-10141,2024-07-17 09:13:25,15552620150,3,Policy Changes,6,general,117,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-10142,2024-07-17 09:15:20,18194943933,3,Policy Changes,6,general,7,12.8,Update payment method,resolved,Resolved on first call,5.0,True
-10143,2024-07-17 09:26:13,18512787213,4,New Quote,6,general,25,3.9,Payment not processed,transferred,Callback scheduled for tomorrow,5.0,False
-10144,2024-07-17 09:33:37,13152914705,0,Speak to Agent,5,general,192,2.8,Claim status inquiry,follow_up_needed,Resolved on first call,2.0,False
-10145,2024-07-17 09:33:52,14581528138,3,Policy Changes,5,general,210,2.1,Dispute claim denial,follow_up_needed,Customer requested manager,4.0,False
-10146,2024-07-17 09:34:28,16794276379,1,Claims,1,claims,4,3.1,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-10147,2024-07-17 09:38:21,12730468980,0,Speak to Agent,5,general,197,4.4,Inquire about premium increase,resolved,Payment processed successfully,3.0,True
-10148,2024-07-17 09:41:27,17492513798,1,Claims,7,claims,82,3.8,Report accident,resolved,Escalated to claims adjuster,4.0,True
-10149,2024-07-17 10:03:53,18776522174,4,New Quote,6,general,110,12.6,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-10150,2024-07-17 10:19:00,19053950156,1,Claims,1,claims,44,3.1,Request proof of insurance,resolved,Resolved on first call,4.0,True
-10151,2024-07-17 10:19:24,19380262665,1,Claims,7,claims,43,2.1,Complaint about service,follow_up_needed,Customer requested manager,2.0,False
-10152,2024-07-17 10:31:59,17339244809,1,Claims,7,claims,102,0.8,Filing new auto claim,resolved,Escalated to claims adjuster,5.0,True
-10153,2024-07-17 10:33:38,18829645166,0,Speak to Agent,5,general,142,2.3,Update address,resolved,Transferred to supervisor,4.0,True
-10154,2024-07-17 10:33:45,12879042993,2,Billing & Payments,3,billing,241,5.8,Update address,transferred,Customer disconnected before resolution,4.0,False
-10155,2024-07-17 10:45:56,18597436594,0,Speak to Agent,5,general,0,0.0,Change coverage level,abandoned,Customer abandoned,,False
-10156,2024-07-17 10:47:42,16942750740,2,Billing & Payments,8,billing,1,8.3,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-10157,2024-07-17 10:58:09,19560229915,2,Billing & Payments,8,billing,188,8.1,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,4.0,True
-10158,2024-07-17 11:10:47,16262472041,2,Billing & Payments,3,billing,83,7.9,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-10159,2024-07-17 11:14:29,13922863891,0,Speak to Agent,6,general,129,3.7,Report accident,follow_up_needed,Escalated to claims adjuster,1.0,False
-10160,2024-07-17 11:17:17,15746542148,4,New Quote,5,general,52,1.1,Filing new auto claim,follow_up_needed,Escalated to claims adjuster,4.0,False
-10161,2024-07-17 11:30:25,12572595641,4,New Quote,6,general,134,11.0,Request payment plan,follow_up_needed,"Information provided, no action needed",4.0,False
-10162,2024-07-17 11:32:20,16059810520,1,Claims,1,claims,152,8.0,General coverage question,resolved,Callback scheduled for tomorrow,5.0,True
-10163,2024-07-17 11:33:42,14067889656,1,Claims,1,claims,50,8.8,Request ID cards,resolved,Payment processed successfully,5.0,True
-10164,2024-07-17 11:46:05,17350768075,3,Policy Changes,6,general,205,6.0,Ask about discounts,follow_up_needed,Transferred to supervisor,4.0,False
-10165,2024-07-17 11:52:08,14323320189,1,Claims,7,claims,27,4.3,Complaint about service,transferred,Policy updated per customer request,4.0,False
-10166,2024-07-17 11:59:29,12977201234,0,Speak to Agent,6,general,57,9.3,Request ID cards,resolved,Policy updated per customer request,4.0,True
-10167,2024-07-17 12:00:10,19787946768,0,Speak to Agent,5,general,98,4.2,Report accident,resolved,Escalated to claims adjuster,5.0,True
-10168,2024-07-17 12:32:59,14724551929,2,Billing & Payments,3,billing,185,0.5,Complaint about service,transferred,Payment processed successfully,3.0,False
-10169,2024-07-17 12:47:24,18723235919,4,New Quote,5,general,220,5.7,Payment not processed,resolved,"Claim filed, reference number provided",4.0,True
-10170,2024-07-17 13:36:46,17116242287,4,New Quote,6,general,158,9.8,Ask about deductible,resolved,Policy updated per customer request,5.0,True
-10171,2024-07-17 13:46:21,18705835266,1,Claims,2,claims,126,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-10172,2024-07-17 13:54:24,15927146749,4,New Quote,6,general,73,6.9,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-10173,2024-07-17 14:08:53,17923051363,3,Policy Changes,6,general,75,6.8,Inquire about premium increase,resolved,Transferred to supervisor,3.0,True
-10174,2024-07-17 14:24:04,17817699597,0,Speak to Agent,5,general,218,0.5,Complaint about service,resolved,Payment processed successfully,5.0,True
-10175,2024-07-17 14:34:30,14201308397,0,Speak to Agent,6,general,78,5.3,Update address,transferred,Policy updated per customer request,4.0,False
-10176,2024-07-17 15:06:26,19033355035,0,Speak to Agent,5,general,108,0.5,Dispute claim denial,follow_up_needed,Resolved on first call,2.0,False
-10177,2024-07-17 15:09:25,15313282490,2,Billing & Payments,4,billing,220,0.0,Change coverage level,abandoned,Customer abandoned,,False
-10178,2024-07-17 15:14:40,16336429326,1,Claims,2,claims,99,4.5,Ask about deductible,resolved,Transferred to supervisor,3.0,True
-10179,2024-07-17 15:17:32,18388674502,1,Claims,1,claims,143,7.2,Add driver to policy,resolved,"Information provided, no action needed",4.0,True
-10180,2024-07-17 15:19:55,14550938847,1,Claims,1,claims,18,2.0,Ask about discounts,resolved,Policy updated per customer request,3.0,True
-10181,2024-07-17 15:21:18,14900441932,4,New Quote,6,general,40,8.8,Filing new auto claim,resolved,Customer requested manager,3.0,True
-10182,2024-07-17 15:25:32,12306673138,2,Billing & Payments,3,billing,31,2.7,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-10183,2024-07-17 15:42:19,16824328280,1,Claims,2,claims,255,6.2,Update address,follow_up_needed,"Claim filed, reference number provided",4.0,False
-10184,2024-07-17 16:03:59,13910467069,1,Claims,2,claims,284,7.0,Remove vehicle from policy,follow_up_needed,Customer disconnected before resolution,2.0,False
-10185,2024-07-17 16:16:55,17883938758,4,New Quote,6,general,274,8.3,General coverage question,transferred,Resolved on first call,3.0,False
-10186,2024-07-17 17:05:49,12150862209,3,Policy Changes,5,general,127,3.3,Request ID cards,follow_up_needed,Policy updated per customer request,4.0,False
-10187,2024-07-17 17:09:45,15247420470,4,New Quote,5,general,0,3.1,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-10188,2024-07-17 17:12:38,19972751231,2,Billing & Payments,4,billing,104,8.5,Dispute claim denial,resolved,Customer disconnected before resolution,3.0,True
-10189,2024-07-17 17:28:59,16718665766,1,Claims,1,claims,264,9.6,Ask about discounts,resolved,Callback scheduled for tomorrow,3.0,True
-10190,2024-07-17 17:35:03,19412640983,2,Billing & Payments,4,billing,87,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-10191,2024-07-17 17:39:22,12309118756,1,Claims,7,claims,164,3.3,Dispute claim denial,resolved,Escalated to claims adjuster,2.0,True
-10192,2024-07-17 17:56:15,18393332953,0,Speak to Agent,6,general,281,8.3,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-10193,2024-07-17 18:11:08,13242724554,4,New Quote,5,general,125,5.8,Remove vehicle from policy,resolved,"Claim filed, reference number provided",5.0,True
-10194,2024-07-17 18:12:46,12994301623,1,Claims,1,claims,135,0.5,Add driver to policy,follow_up_needed,Payment processed successfully,3.0,False
-10195,2024-07-17 18:34:24,16036996543,2,Billing & Payments,8,billing,291,3.6,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-10196,2024-07-17 18:42:25,17576514153,0,Speak to Agent,6,general,96,8.3,Request payment plan,follow_up_needed,Escalated to claims adjuster,2.0,False
-10197,2024-07-17 18:56:16,14449357612,0,Speak to Agent,6,general,124,10.7,Filing new auto claim,follow_up_needed,Transferred to supervisor,2.0,False
-10198,2024-07-18 07:02:18,15977802395,1,Claims,1,claims,163,4.5,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-10199,2024-07-18 07:22:20,19818454740,3,Policy Changes,6,general,118,8.6,Report accident,resolved,"Information provided, no action needed",4.0,True
-10200,2024-07-18 07:31:11,15838768066,0,Speak to Agent,5,general,175,2.2,Dispute claim denial,resolved,Customer requested manager,3.0,True
-10201,2024-07-18 08:30:40,15858786111,0,Speak to Agent,6,general,90,5.2,Cancel policy,follow_up_needed,Customer requested manager,4.0,False
-10202,2024-07-18 08:54:55,12575408521,0,Speak to Agent,5,general,259,4.0,Payment not processed,follow_up_needed,Escalated to claims adjuster,1.0,False
-10203,2024-07-18 09:06:57,13244422705,1,Claims,1,claims,143,7.9,Update address,follow_up_needed,"Information provided, no action needed",3.0,False
-10204,2024-07-18 09:09:53,15482339990,3,Policy Changes,6,general,6,8.0,Cancel policy,resolved,Resolved on first call,4.0,True
-10205,2024-07-18 09:16:46,12387451727,4,New Quote,5,general,90,4.2,Complaint about service,follow_up_needed,"Information provided, no action needed",2.0,False
-10206,2024-07-18 09:18:56,16523965776,0,Speak to Agent,5,general,130,0.0,Complaint about service,abandoned,Customer abandoned,,False
-10207,2024-07-18 09:23:43,13622782984,0,Speak to Agent,5,general,218,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-10208,2024-07-18 09:33:55,18397319903,0,Speak to Agent,6,general,126,13.3,Request proof of insurance,follow_up_needed,Resolved on first call,1.0,False
-10209,2024-07-18 09:56:22,13082704917,3,Policy Changes,6,general,42,10.7,Ask about deductible,follow_up_needed,Policy updated per customer request,5.0,False
-10210,2024-07-18 09:57:57,16853019263,3,Policy Changes,5,general,117,11.4,Ask about discounts,follow_up_needed,Escalated to claims adjuster,1.0,False
-10211,2024-07-18 10:11:57,13186335026,4,New Quote,5,general,26,2.6,Add driver to policy,resolved,Payment processed successfully,4.0,True
-10212,2024-07-18 10:22:54,19013662178,4,New Quote,6,general,135,8.6,Ask about discounts,resolved,Customer requested manager,5.0,True
-10213,2024-07-18 10:23:18,12586068050,0,Speak to Agent,6,general,91,6.7,Dispute claim denial,resolved,Payment processed successfully,4.0,True
-10214,2024-07-18 10:32:01,15273511972,1,Claims,1,claims,168,4.1,Update address,resolved,Customer requested manager,4.0,True
-10215,2024-07-18 10:46:38,19616872522,0,Speak to Agent,6,general,72,8.1,Request payment plan,resolved,Escalated to claims adjuster,5.0,True
-10216,2024-07-18 10:49:10,16474351262,0,Speak to Agent,5,general,177,5.5,Request payment plan,transferred,Escalated to claims adjuster,5.0,False
-10217,2024-07-18 10:53:26,15408174007,0,Speak to Agent,6,general,73,3.9,Update payment method,transferred,Payment processed successfully,3.0,False
-10218,2024-07-18 11:04:13,18373398313,4,New Quote,5,general,245,6.8,Reinstate lapsed policy,transferred,Callback scheduled for tomorrow,3.0,False
-10219,2024-07-18 11:06:36,17928987894,4,New Quote,6,general,0,7.9,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-10220,2024-07-18 11:07:40,14199032135,0,Speak to Agent,5,general,109,10.0,Claim status inquiry,follow_up_needed,Escalated to claims adjuster,3.0,False
-10221,2024-07-18 11:10:38,16659738443,1,Claims,2,claims,194,7.0,Request payment plan,follow_up_needed,Customer requested manager,1.0,False
-10222,2024-07-18 11:11:33,19141672529,4,New Quote,6,general,240,5.2,Request payment plan,resolved,Callback scheduled for tomorrow,3.0,True
-10223,2024-07-18 11:13:28,16417215251,3,Policy Changes,6,general,147,7.6,Remove vehicle from policy,resolved,Escalated to claims adjuster,3.0,True
-10224,2024-07-18 12:35:44,16100603613,4,New Quote,5,general,168,1.6,Dispute claim denial,resolved,Payment processed successfully,3.0,True
-10225,2024-07-18 12:40:12,13876877427,0,Speak to Agent,5,general,110,5.1,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-10226,2024-07-18 12:58:31,19712626979,4,New Quote,6,general,200,9.9,Ask about deductible,resolved,Resolved on first call,4.0,True
-10227,2024-07-18 13:01:34,19947284838,2,Billing & Payments,3,billing,118,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-10228,2024-07-18 13:14:35,18630013968,0,Speak to Agent,6,general,242,7.8,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-10229,2024-07-18 13:23:23,13371408431,3,Policy Changes,6,general,0,8.0,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-10230,2024-07-18 13:25:41,12840337398,3,Policy Changes,6,general,0,10.4,Inquire about premium increase,resolved,Resolved on first call,4.0,True
-10231,2024-07-18 13:57:23,15086474578,3,Policy Changes,6,general,297,6.1,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-10232,2024-07-18 14:14:53,15887964272,0,Speak to Agent,5,general,153,6.9,Report accident,transferred,Customer requested manager,2.0,False
-10233,2024-07-18 14:54:14,18848579706,3,Policy Changes,5,general,88,6.1,Request proof of insurance,resolved,Escalated to claims adjuster,4.0,True
-10234,2024-07-18 14:55:48,16849999012,2,Billing & Payments,8,billing,160,7.7,Payment not processed,resolved,Resolved on first call,4.0,True
-10235,2024-07-18 15:00:42,17745278776,3,Policy Changes,6,general,304,6.6,Ask about deductible,resolved,Payment processed successfully,3.0,True
-10236,2024-07-18 15:02:27,14375031254,3,Policy Changes,6,general,0,8.9,Complaint about service,resolved,"Claim filed, reference number provided",3.0,True
-10237,2024-07-18 15:08:14,18883565156,3,Policy Changes,6,general,55,11.8,Change coverage level,resolved,Policy updated per customer request,5.0,True
-10238,2024-07-18 15:17:41,18478850185,3,Policy Changes,5,general,213,5.8,Update payment method,resolved,Policy updated per customer request,4.0,True
-10239,2024-07-18 15:24:08,12442461881,2,Billing & Payments,4,billing,97,2.6,Report accident,resolved,Transferred to supervisor,5.0,True
-10240,2024-07-18 15:27:44,16611779592,0,Speak to Agent,5,general,68,10.7,Remove vehicle from policy,follow_up_needed,"Claim filed, reference number provided",4.0,False
-10241,2024-07-18 15:32:28,18764722479,4,New Quote,5,general,54,4.7,Reinstate lapsed policy,resolved,Resolved on first call,3.0,True
-10242,2024-07-18 15:38:25,17601384103,0,Speak to Agent,5,general,8,2.7,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-10243,2024-07-18 15:42:32,17910102924,3,Policy Changes,5,general,190,0.0,Request payment plan,abandoned,Customer abandoned,,False
-10244,2024-07-18 15:49:02,18787890383,0,Speak to Agent,6,general,170,12.2,Complaint about service,follow_up_needed,Transferred to supervisor,4.0,False
-10245,2024-07-18 15:50:03,17764628394,0,Speak to Agent,6,general,196,8.0,Update address,resolved,Resolved on first call,3.0,True
-10246,2024-07-18 15:55:37,12444028209,4,New Quote,5,general,190,0.0,Update payment method,abandoned,Customer abandoned,,False
-10247,2024-07-18 16:40:06,12020361592,4,New Quote,5,general,89,2.1,Filing new auto claim,resolved,Resolved on first call,5.0,True
-10248,2024-07-18 17:02:49,14846218948,3,Policy Changes,5,general,105,2.5,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-10249,2024-07-18 17:05:48,18796009453,3,Policy Changes,5,general,66,2.7,Complaint about service,follow_up_needed,Policy updated per customer request,4.0,False
-10250,2024-07-18 17:22:55,13791002546,2,Billing & Payments,8,billing,6,4.8,Inquire about premium increase,resolved,Resolved on first call,4.0,True
-10251,2024-07-18 17:29:57,15860139875,4,New Quote,5,general,191,6.4,Payment not processed,resolved,Customer requested manager,4.0,True
-10252,2024-07-18 17:56:14,15750225764,4,New Quote,5,general,66,3.2,Remove vehicle from policy,resolved,"Claim filed, reference number provided",3.0,True
-10253,2024-07-18 18:32:43,18687312523,3,Policy Changes,5,general,0,10.8,Change coverage level,follow_up_needed,"Information provided, no action needed",2.0,False
-10254,2024-07-18 18:36:35,19440600095,0,Speak to Agent,6,general,193,8.3,Reinstate lapsed policy,transferred,Customer disconnected before resolution,5.0,False
-10255,2024-07-18 18:37:35,13638749218,4,New Quote,5,general,123,3.8,Update payment method,resolved,Customer requested manager,5.0,True
-10256,2024-07-18 18:54:24,15308382410,0,Speak to Agent,5,general,135,8.3,Ask about deductible,follow_up_needed,Customer requested manager,3.0,False
-10257,2024-07-19 07:23:57,18406320875,2,Billing & Payments,8,billing,0,8.3,Reinstate lapsed policy,transferred,Customer requested manager,4.0,False
-10258,2024-07-19 07:38:55,14428598716,3,Policy Changes,6,general,121,0.0,Report accident,abandoned,Customer abandoned,,False
-10259,2024-07-19 08:23:42,12218973103,2,Billing & Payments,3,billing,177,0.5,Report accident,follow_up_needed,"Claim filed, reference number provided",2.0,False
-10260,2024-07-19 08:31:03,14695545950,0,Speak to Agent,6,general,170,8.9,Filing new auto claim,resolved,"Information provided, no action needed",4.0,True
-10261,2024-07-19 09:10:47,13830766282,3,Policy Changes,5,general,263,6.7,Cancel policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-10262,2024-07-19 09:14:22,12365719278,2,Billing & Payments,3,billing,91,9.1,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",5.0,False
-10263,2024-07-19 10:16:13,15611159915,3,Policy Changes,5,general,35,8.4,Reinstate lapsed policy,resolved,Policy updated per customer request,5.0,True
-10264,2024-07-19 10:16:54,17116807131,1,Claims,2,claims,101,8.5,Payment not processed,follow_up_needed,Customer requested manager,2.0,False
-10265,2024-07-19 10:33:52,13249709524,4,New Quote,6,general,39,6.8,Request ID cards,resolved,"Claim filed, reference number provided",5.0,True
-10266,2024-07-19 10:34:38,15094947403,3,Policy Changes,6,general,127,8.6,Filing new auto claim,follow_up_needed,Payment processed successfully,4.0,False
-10267,2024-07-19 10:35:50,13046654539,2,Billing & Payments,4,billing,46,5.8,Ask about discounts,resolved,Customer disconnected before resolution,5.0,True
-10268,2024-07-19 10:55:03,18561704478,1,Claims,1,claims,159,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-10269,2024-07-19 11:30:30,18410744651,3,Policy Changes,5,general,201,4.5,Report accident,resolved,Transferred to supervisor,4.0,True
-10270,2024-07-19 11:32:51,13556701072,4,New Quote,5,general,34,3.3,Inquire about premium increase,resolved,Resolved on first call,3.0,True
-10271,2024-07-19 11:35:14,17041567276,2,Billing & Payments,8,billing,65,2.2,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,2.0,False
-10272,2024-07-19 12:37:19,13434232223,3,Policy Changes,6,general,0,6.7,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-10273,2024-07-19 12:42:46,15843720300,4,New Quote,6,general,54,7.6,Update address,follow_up_needed,Policy updated per customer request,3.0,False
-10274,2024-07-19 12:46:30,13317343808,3,Policy Changes,5,general,71,10.2,Complaint about service,resolved,Resolved on first call,3.0,True
-10275,2024-07-19 12:49:03,15144142165,1,Claims,1,claims,136,5.6,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-10276,2024-07-19 13:17:08,19351847160,0,Speak to Agent,5,general,230,6.2,Dispute claim denial,transferred,Escalated to claims adjuster,5.0,False
-10277,2024-07-19 13:18:03,12643658279,4,New Quote,5,general,150,11.4,Request payment plan,resolved,Customer requested manager,4.0,True
-10278,2024-07-19 13:56:41,17149469036,1,Claims,2,claims,98,8.4,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-10279,2024-07-19 14:10:23,15942314536,0,Speak to Agent,5,general,140,4.3,Request proof of insurance,follow_up_needed,Customer requested manager,3.0,False
-10280,2024-07-19 14:31:26,14599757855,3,Policy Changes,5,general,139,9.5,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-10281,2024-07-19 14:56:36,15779749420,3,Policy Changes,5,general,212,4.3,Payment not processed,transferred,"Information provided, no action needed",4.0,False
-10282,2024-07-19 15:01:27,13485257766,2,Billing & Payments,8,billing,62,2.9,Request payment plan,resolved,"Information provided, no action needed",5.0,True
-10283,2024-07-19 15:21:11,14592736213,0,Speak to Agent,5,general,132,5.7,Add driver to policy,resolved,Resolved on first call,5.0,True
-10284,2024-07-19 15:39:27,17777869466,0,Speak to Agent,6,general,228,5.4,Request proof of insurance,transferred,Customer requested manager,2.0,False
-10285,2024-07-19 16:05:28,14278270733,1,Claims,2,claims,119,10.7,General coverage question,resolved,"Information provided, no action needed",3.0,True
-10286,2024-07-19 16:17:45,15708383088,3,Policy Changes,6,general,359,9.6,Update address,resolved,Resolved on first call,4.0,True
-10287,2024-07-19 16:55:43,14611195292,2,Billing & Payments,8,billing,271,5.7,Report accident,resolved,Transferred to supervisor,4.0,True
-10288,2024-07-19 17:08:08,15527917281,4,New Quote,6,general,137,9.4,Add driver to policy,resolved,Callback scheduled for tomorrow,2.0,True
-10289,2024-07-19 17:16:57,17014732432,2,Billing & Payments,8,billing,47,10.2,Remove vehicle from policy,follow_up_needed,"Information provided, no action needed",2.0,False
-10290,2024-07-19 17:29:17,15352427703,0,Speak to Agent,6,general,59,11.0,Payment not processed,resolved,Callback scheduled for tomorrow,4.0,True
-10291,2024-07-19 17:34:04,14405756593,0,Speak to Agent,5,general,161,8.1,Report accident,resolved,Resolved on first call,4.0,True
-10292,2024-07-19 17:34:28,12823265159,2,Billing & Payments,3,billing,94,2.4,Dispute claim denial,follow_up_needed,Resolved on first call,4.0,False
-10293,2024-07-19 18:11:48,17435725204,0,Speak to Agent,6,general,129,11.4,Ask about discounts,follow_up_needed,Escalated to claims adjuster,3.0,False
-10294,2024-07-19 18:27:20,14095917109,1,Claims,1,claims,74,5.9,Claim status inquiry,follow_up_needed,Policy updated per customer request,3.0,False
-10295,2024-07-19 18:28:47,19614479177,0,Speak to Agent,6,general,18,5.1,Filing new auto claim,transferred,Policy updated per customer request,3.0,False
-10296,2024-07-19 18:43:03,15331014983,1,Claims,7,claims,109,5.6,Report accident,resolved,Escalated to claims adjuster,5.0,True
-10297,2024-07-20 09:15:50,14775281829,0,Speak to Agent,5,general,107,7.4,Complaint about service,follow_up_needed,"Claim filed, reference number provided",5.0,False
-10298,2024-07-20 09:21:31,17854475281,4,New Quote,5,general,89,3.4,Request ID cards,transferred,Payment processed successfully,4.0,False
-10299,2024-07-20 09:48:06,12596225158,2,Billing & Payments,3,billing,209,5.8,Payment not processed,resolved,Customer requested manager,2.0,True
-10300,2024-07-20 09:55:47,16545819268,0,Speak to Agent,6,general,24,7.7,Request ID cards,resolved,Transferred to supervisor,3.0,True
-10301,2024-07-20 09:57:40,17692006518,3,Policy Changes,6,general,162,10.2,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",3.0,False
-10302,2024-07-20 10:09:25,19739305927,3,Policy Changes,5,general,230,2.3,Request ID cards,transferred,Resolved on first call,5.0,False
-10303,2024-07-20 10:49:47,16692747320,1,Claims,7,claims,272,1.4,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-10304,2024-07-20 10:55:27,15062092265,1,Claims,2,claims,21,7.1,Update address,resolved,Customer requested manager,3.0,True
-10305,2024-07-20 11:10:23,16401819990,4,New Quote,5,general,197,3.0,Complaint about service,transferred,"Information provided, no action needed",2.0,False
-10306,2024-07-20 11:15:45,17690935226,4,New Quote,5,general,157,2.6,General coverage question,transferred,Customer requested manager,2.0,False
-10307,2024-07-20 11:19:45,16934530634,2,Billing & Payments,3,billing,130,1.7,Cancel policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-10308,2024-07-20 11:29:28,15282194691,1,Claims,7,claims,177,4.3,Inquire about premium increase,resolved,Customer requested manager,3.0,True
-10309,2024-07-20 11:34:40,19153601572,1,Claims,7,claims,0,4.2,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-10310,2024-07-20 11:46:26,19053712100,1,Claims,7,claims,43,3.9,General coverage question,follow_up_needed,"Information provided, no action needed",3.0,False
-10311,2024-07-20 12:07:52,14802064270,2,Billing & Payments,8,billing,141,3.9,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-10312,2024-07-20 12:26:11,15817424395,4,New Quote,5,general,91,1.3,Ask about discounts,resolved,Escalated to claims adjuster,2.0,True
-10313,2024-07-20 12:27:48,15986424066,3,Policy Changes,5,general,0,5.7,Change coverage level,follow_up_needed,"Claim filed, reference number provided",5.0,False
-10314,2024-07-20 12:32:42,15911561652,2,Billing & Payments,4,billing,31,4.2,Report accident,resolved,Transferred to supervisor,4.0,True
-10315,2024-07-20 12:43:25,19616401766,0,Speak to Agent,6,general,263,8.1,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-10316,2024-07-20 12:51:47,17040750583,4,New Quote,6,general,273,10.2,Add driver to policy,resolved,Payment processed successfully,3.0,True
-10317,2024-07-20 12:56:59,15946638364,3,Policy Changes,5,general,0,1.0,Ask about discounts,transferred,Transferred to supervisor,3.0,False
-10318,2024-07-22 07:13:28,14890213862,1,Claims,7,claims,141,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-10319,2024-07-22 07:22:18,16594431474,0,Speak to Agent,5,general,176,4.0,Update address,follow_up_needed,Resolved on first call,2.0,False
-10320,2024-07-22 07:33:44,12796436464,0,Speak to Agent,5,general,147,11.1,Complaint about service,follow_up_needed,Transferred to supervisor,3.0,False
-10321,2024-07-22 07:38:32,13772628831,3,Policy Changes,5,general,82,9.0,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-10322,2024-07-22 07:39:30,12293655140,4,New Quote,5,general,170,4.0,Request ID cards,resolved,Policy updated per customer request,2.0,True
-10323,2024-07-22 07:48:20,16317247798,2,Billing & Payments,3,billing,193,1.5,Report accident,resolved,Resolved on first call,4.0,True
-10324,2024-07-22 07:51:03,18111171060,2,Billing & Payments,4,billing,109,5.1,Ask about discounts,resolved,Transferred to supervisor,3.0,True
-10325,2024-07-22 07:53:08,18038471484,0,Speak to Agent,5,general,144,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-10326,2024-07-22 08:20:25,17233672835,1,Claims,1,claims,177,6.1,Dispute claim denial,resolved,Transferred to supervisor,5.0,True
-10327,2024-07-22 08:24:31,12043358398,0,Speak to Agent,5,general,84,3.7,Filing new auto claim,resolved,Escalated to claims adjuster,5.0,True
-10328,2024-07-22 08:29:29,12423019770,4,New Quote,5,general,147,3.9,Update address,resolved,Policy updated per customer request,4.0,True
-10329,2024-07-22 08:32:16,16481522666,1,Claims,7,claims,41,6.7,Request payment plan,resolved,Transferred to supervisor,4.0,True
-10330,2024-07-22 08:44:54,13092197639,4,New Quote,6,general,95,9.3,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-10331,2024-07-22 08:56:03,14694078397,1,Claims,2,claims,128,10.7,Inquire about premium increase,transferred,Transferred to supervisor,3.0,False
-10332,2024-07-22 08:59:12,18326036195,1,Claims,2,claims,179,6.0,Complaint about service,resolved,Resolved on first call,3.0,True
-10333,2024-07-22 09:02:40,15992006922,0,Speak to Agent,5,general,241,5.2,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-10334,2024-07-22 09:07:05,12932800083,3,Policy Changes,6,general,91,10.8,Inquire about premium increase,follow_up_needed,Resolved on first call,4.0,False
-10335,2024-07-22 09:13:02,18228616286,2,Billing & Payments,4,billing,153,8.6,Report accident,follow_up_needed,Policy updated per customer request,4.0,False
-10336,2024-07-22 09:13:43,12988940948,0,Speak to Agent,6,general,205,7.0,Dispute claim denial,resolved,"Information provided, no action needed",2.0,True
-10337,2024-07-22 09:16:14,14985733882,2,Billing & Payments,8,billing,0,6.3,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-10338,2024-07-22 09:17:05,13223008134,4,New Quote,5,general,43,3.0,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-10339,2024-07-22 09:30:51,19467538626,1,Claims,2,claims,270,6.0,General coverage question,resolved,Customer requested manager,4.0,True
-10340,2024-07-22 09:31:30,18671357226,2,Billing & Payments,3,billing,88,1.6,Ask about deductible,resolved,Escalated to claims adjuster,3.0,True
-10341,2024-07-22 09:37:52,13312651751,1,Claims,7,claims,36,6.6,Change coverage level,follow_up_needed,Customer requested manager,4.0,False
-10342,2024-07-22 09:37:56,16972724345,4,New Quote,6,general,165,6.8,Reinstate lapsed policy,resolved,Resolved on first call,5.0,True
-10343,2024-07-22 09:38:32,18679213092,0,Speak to Agent,5,general,146,3.0,Request proof of insurance,resolved,Escalated to claims adjuster,3.0,True
-10344,2024-07-22 09:41:22,19508906102,4,New Quote,5,general,158,1.8,Filing new auto claim,follow_up_needed,Transferred to supervisor,3.0,False
-10345,2024-07-22 09:41:33,17572485501,0,Speak to Agent,5,general,183,5.2,Report accident,transferred,"Information provided, no action needed",4.0,False
-10346,2024-07-22 09:53:26,18310690397,4,New Quote,5,general,134,5.2,Reinstate lapsed policy,follow_up_needed,Resolved on first call,3.0,False
-10347,2024-07-22 09:54:19,14777252646,3,Policy Changes,5,general,171,2.5,Change coverage level,resolved,"Claim filed, reference number provided",5.0,True
-10348,2024-07-22 09:55:59,12319048025,4,New Quote,5,general,104,1.4,Report accident,follow_up_needed,Resolved on first call,4.0,False
-10349,2024-07-22 10:12:03,13835078634,3,Policy Changes,5,general,122,3.8,Update payment method,transferred,Customer requested manager,4.0,False
-10350,2024-07-22 10:20:34,17217505388,2,Billing & Payments,3,billing,55,1.4,Cancel policy,follow_up_needed,"Claim filed, reference number provided",1.0,False
-10351,2024-07-22 10:22:58,18113834969,4,New Quote,6,general,29,10.8,Request ID cards,resolved,Transferred to supervisor,5.0,True
-10352,2024-07-22 10:29:14,14855606454,2,Billing & Payments,8,billing,0,7.2,Add driver to policy,resolved,Customer requested manager,3.0,True
-10353,2024-07-22 10:33:17,13604242218,4,New Quote,6,general,74,8.3,Request proof of insurance,follow_up_needed,"Information provided, no action needed",1.0,False
-10354,2024-07-22 10:34:41,16345497371,0,Speak to Agent,6,general,79,6.3,Add driver to policy,transferred,Transferred to supervisor,1.0,False
-10355,2024-07-22 10:35:05,13306511379,4,New Quote,5,general,39,4.5,Add driver to policy,follow_up_needed,Transferred to supervisor,5.0,False
-10356,2024-07-22 10:55:01,15490871579,1,Claims,7,claims,133,7.0,Remove vehicle from policy,resolved,Transferred to supervisor,4.0,True
-10357,2024-07-22 10:56:01,12445305754,1,Claims,2,claims,56,9.9,Ask about deductible,transferred,Payment processed successfully,4.0,False
-10358,2024-07-22 11:00:54,19611708106,4,New Quote,6,general,35,9.3,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-10359,2024-07-22 11:01:01,12748531084,3,Policy Changes,5,general,68,3.5,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-10360,2024-07-22 11:11:36,13258760278,0,Speak to Agent,6,general,266,6.4,General coverage question,resolved,Payment processed successfully,5.0,True
-10361,2024-07-22 11:13:42,18374732416,3,Policy Changes,5,general,153,6.5,General coverage question,transferred,Escalated to claims adjuster,1.0,False
-10362,2024-07-22 11:15:50,14097473672,0,Speak to Agent,6,general,123,7.9,Ask about deductible,resolved,Resolved on first call,4.0,True
-10363,2024-07-22 11:22:24,18926114922,0,Speak to Agent,6,general,109,9.7,Inquire about premium increase,resolved,Resolved on first call,3.0,True
-10364,2024-07-22 11:24:35,15579037399,1,Claims,7,claims,246,11.2,Ask about discounts,follow_up_needed,Customer requested manager,3.0,False
-10365,2024-07-22 11:26:49,17118601629,4,New Quote,5,general,147,0.5,Update payment method,follow_up_needed,Customer requested manager,1.0,False
-10366,2024-07-22 11:27:01,14100249093,4,New Quote,6,general,80,5.7,Request ID cards,resolved,Payment processed successfully,3.0,True
-10367,2024-07-22 11:36:11,19540074683,1,Claims,1,claims,234,12.1,Ask about discounts,resolved,Customer disconnected before resolution,5.0,True
-10368,2024-07-22 11:45:54,19484500511,1,Claims,1,claims,328,7.9,Cancel policy,transferred,"Information provided, no action needed",2.0,False
-10369,2024-07-22 11:48:00,17886180840,3,Policy Changes,5,general,168,3.6,Request proof of insurance,resolved,Customer disconnected before resolution,5.0,True
-10370,2024-07-22 11:49:45,13359143192,0,Speak to Agent,6,general,215,5.3,Dispute claim denial,resolved,Customer requested manager,5.0,True
-10371,2024-07-22 11:54:03,17294339546,1,Claims,1,claims,33,4.4,General coverage question,resolved,"Claim filed, reference number provided",4.0,True
-10372,2024-07-22 12:06:50,16604977664,0,Speak to Agent,6,general,59,7.7,Update payment method,resolved,"Information provided, no action needed",5.0,True
-10373,2024-07-22 12:26:33,12937684616,3,Policy Changes,5,general,134,2.5,Change coverage level,resolved,"Claim filed, reference number provided",4.0,True
-10374,2024-07-22 12:27:16,17737017959,0,Speak to Agent,5,general,181,9.4,Ask about discounts,resolved,Transferred to supervisor,5.0,True
-10375,2024-07-22 12:28:31,12754315630,2,Billing & Payments,8,billing,115,1.1,Payment not processed,resolved,Customer requested manager,5.0,True
-10376,2024-07-22 12:31:40,18768963063,4,New Quote,6,general,286,8.5,Report accident,follow_up_needed,"Claim filed, reference number provided",3.0,False
-10377,2024-07-22 12:45:12,16387039327,4,New Quote,6,general,156,13.0,Inquire about premium increase,transferred,Escalated to claims adjuster,2.0,False
-10378,2024-07-22 13:05:27,18112217852,3,Policy Changes,6,general,107,6.9,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-10379,2024-07-22 13:11:15,17500710923,1,Claims,7,claims,137,5.0,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-10380,2024-07-22 13:39:47,13137676313,4,New Quote,6,general,234,6.5,Update address,resolved,Policy updated per customer request,4.0,True
-10381,2024-07-22 13:41:12,16975103212,0,Speak to Agent,6,general,61,10.0,Filing new auto claim,resolved,"Information provided, no action needed",4.0,True
-10382,2024-07-22 13:54:48,18384341875,1,Claims,7,claims,0,9.8,Payment not processed,resolved,Escalated to claims adjuster,3.0,True
-10383,2024-07-22 14:04:58,17117500573,0,Speak to Agent,5,general,99,6.5,Filing new auto claim,resolved,"Claim filed, reference number provided",3.0,True
-10384,2024-07-22 14:18:58,19973681773,1,Claims,1,claims,171,8.6,General coverage question,transferred,Callback scheduled for tomorrow,2.0,False
-10385,2024-07-22 14:25:41,12203234206,1,Claims,2,claims,27,12.2,Inquire about premium increase,transferred,Policy updated per customer request,4.0,False
-10386,2024-07-22 14:36:04,18322416464,3,Policy Changes,6,general,154,10.2,Payment not processed,resolved,Callback scheduled for tomorrow,2.0,True
-10387,2024-07-22 14:52:04,17941273888,3,Policy Changes,5,general,149,6.5,Change coverage level,resolved,Callback scheduled for tomorrow,5.0,True
-10388,2024-07-22 14:55:38,18467637921,4,New Quote,5,general,40,5.1,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-10389,2024-07-22 15:13:26,15753893997,1,Claims,1,claims,27,9.1,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-10390,2024-07-22 15:16:55,15671362649,1,Claims,7,claims,154,2.4,General coverage question,resolved,Transferred to supervisor,5.0,True
-10391,2024-07-22 15:23:32,13418775035,3,Policy Changes,5,general,36,2.3,Ask about discounts,resolved,Customer requested manager,3.0,True
-10392,2024-07-22 15:30:54,17104865175,4,New Quote,5,general,165,3.6,Cancel policy,resolved,Policy updated per customer request,4.0,True
-10393,2024-07-22 15:45:29,19166355973,3,Policy Changes,6,general,111,6.5,Add driver to policy,resolved,Customer disconnected before resolution,4.0,True
-10394,2024-07-22 15:47:29,13725497414,1,Claims,2,claims,241,2.2,Ask about discounts,resolved,"Information provided, no action needed",5.0,True
-10395,2024-07-22 15:52:33,12816013023,2,Billing & Payments,4,billing,296,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-10396,2024-07-22 15:55:18,12486055030,4,New Quote,5,general,45,4.1,Request proof of insurance,resolved,"Information provided, no action needed",3.0,True
-10397,2024-07-22 16:13:56,12566799452,1,Claims,2,claims,204,11.5,Request payment plan,follow_up_needed,Transferred to supervisor,3.0,False
-10398,2024-07-22 16:19:43,17415747062,4,New Quote,6,general,45,10.1,General coverage question,resolved,Payment processed successfully,4.0,True
-10399,2024-07-22 16:25:01,17697020723,0,Speak to Agent,6,general,249,9.3,Claim status inquiry,resolved,Escalated to claims adjuster,4.0,True
-10400,2024-07-22 16:31:07,12756206082,0,Speak to Agent,6,general,128,6.8,Report accident,follow_up_needed,Payment processed successfully,3.0,False
-10401,2024-07-22 16:38:26,16994192187,1,Claims,7,claims,61,5.1,Add driver to policy,transferred,Payment processed successfully,3.0,False
-10402,2024-07-22 16:52:01,12242178899,2,Billing & Payments,8,billing,85,10.9,Report accident,follow_up_needed,"Claim filed, reference number provided",2.0,False
-10403,2024-07-22 16:58:08,13809333638,1,Claims,7,claims,80,9.3,Filing new auto claim,resolved,"Claim filed, reference number provided",4.0,True
-10404,2024-07-22 17:18:28,14469987907,1,Claims,7,claims,197,6.2,Claim status inquiry,transferred,Transferred to supervisor,2.0,False
-10405,2024-07-22 17:22:42,16367077926,3,Policy Changes,6,general,33,5.7,Complaint about service,follow_up_needed,Resolved on first call,3.0,False
-10406,2024-07-22 17:26:20,17904548758,2,Billing & Payments,4,billing,85,5.9,Cancel policy,resolved,Transferred to supervisor,3.0,True
-10407,2024-07-22 17:38:21,12744815572,1,Claims,2,claims,109,5.9,General coverage question,resolved,Resolved on first call,4.0,True
-10408,2024-07-22 17:45:53,15583393046,2,Billing & Payments,4,billing,44,3.1,Add driver to policy,follow_up_needed,Resolved on first call,2.0,False
-10409,2024-07-22 18:14:31,19972762670,1,Claims,1,claims,114,9.3,Update address,resolved,"Claim filed, reference number provided",3.0,True
-10410,2024-07-22 18:17:37,18604811904,1,Claims,1,claims,138,9.1,Payment not processed,resolved,Escalated to claims adjuster,4.0,True
-10411,2024-07-22 18:45:17,19477514351,0,Speak to Agent,6,general,214,6.3,General coverage question,resolved,Resolved on first call,2.0,True
-10412,2024-07-23 07:01:46,17645752730,2,Billing & Payments,4,billing,191,3.4,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-10413,2024-07-23 07:05:50,15441756482,4,New Quote,5,general,0,10.3,Request payment plan,resolved,Escalated to claims adjuster,3.0,True
-10414,2024-07-23 07:17:40,19342524487,0,Speak to Agent,6,general,0,11.1,Claim status inquiry,transferred,Escalated to claims adjuster,3.0,False
-10415,2024-07-23 07:21:24,12205641289,4,New Quote,5,general,164,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-10416,2024-07-23 07:24:49,16365281309,0,Speak to Agent,6,general,161,9.6,Add driver to policy,resolved,Resolved on first call,4.0,True
-10417,2024-07-23 07:46:10,18251307268,2,Billing & Payments,8,billing,52,7.5,Cancel policy,resolved,Payment processed successfully,4.0,True
-10418,2024-07-23 07:56:21,14586195973,4,New Quote,5,general,0,3.2,Remove vehicle from policy,resolved,Customer requested manager,2.0,True
-10419,2024-07-23 08:00:53,13759494982,1,Claims,7,claims,304,11.6,Request proof of insurance,follow_up_needed,Customer disconnected before resolution,4.0,False
-10420,2024-07-23 08:07:46,19602631368,4,New Quote,5,general,208,9.3,Complaint about service,follow_up_needed,"Claim filed, reference number provided",2.0,False
-10421,2024-07-23 08:13:21,12487230596,0,Speak to Agent,5,general,34,2.9,Payment not processed,resolved,"Claim filed, reference number provided",3.0,True
-10422,2024-07-23 08:30:46,16171848801,1,Claims,7,claims,159,8.5,Add driver to policy,resolved,Payment processed successfully,4.0,True
-10423,2024-07-23 08:45:29,17511314554,4,New Quote,5,general,177,5.2,Request proof of insurance,follow_up_needed,Transferred to supervisor,3.0,False
-10424,2024-07-23 09:00:51,17372889273,1,Claims,1,claims,167,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-10425,2024-07-23 09:16:09,13114763672,0,Speak to Agent,6,general,70,10.7,Request proof of insurance,resolved,Callback scheduled for tomorrow,3.0,True
-10426,2024-07-23 09:19:31,19969809229,4,New Quote,6,general,159,2.4,Cancel policy,follow_up_needed,Payment processed successfully,3.0,False
-10427,2024-07-23 09:20:19,14816819015,0,Speak to Agent,5,general,54,3.9,Request proof of insurance,resolved,Transferred to supervisor,5.0,True
-10428,2024-07-23 09:21:57,14394940626,3,Policy Changes,6,general,245,8.5,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-10429,2024-07-23 09:22:11,14137327211,1,Claims,2,claims,105,5.9,Complaint about service,resolved,Escalated to claims adjuster,3.0,True
-10430,2024-07-23 09:24:23,14286391920,1,Claims,7,claims,0,0.0,Request ID cards,abandoned,Customer abandoned,,False
-10431,2024-07-23 09:25:05,14629242193,4,New Quote,5,general,103,5.4,Complaint about service,resolved,Escalated to claims adjuster,4.0,True
-10432,2024-07-23 09:38:30,16065026729,1,Claims,7,claims,175,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-10433,2024-07-23 09:48:55,14347578459,1,Claims,7,claims,211,1.8,Complaint about service,transferred,Transferred to supervisor,2.0,False
-10434,2024-07-23 09:53:06,17642121993,3,Policy Changes,5,general,2,5.3,Change coverage level,transferred,Customer requested manager,3.0,False
-10435,2024-07-23 10:00:14,19207332997,0,Speak to Agent,5,general,0,7.7,General coverage question,resolved,Customer disconnected before resolution,3.0,True
-10436,2024-07-23 10:00:23,16447019238,1,Claims,2,claims,187,9.4,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-10437,2024-07-23 10:14:02,13248651330,3,Policy Changes,6,general,117,6.9,Request proof of insurance,resolved,"Information provided, no action needed",4.0,True
-10438,2024-07-23 10:21:42,13620220109,2,Billing & Payments,8,billing,36,5.8,Ask about deductible,resolved,Payment processed successfully,5.0,True
-10439,2024-07-23 10:24:26,18620986733,1,Claims,7,claims,97,8.8,Update payment method,follow_up_needed,Resolved on first call,3.0,False
-10440,2024-07-23 10:28:29,18850458931,4,New Quote,6,general,120,12.0,Report accident,transferred,Callback scheduled for tomorrow,3.0,False
-10441,2024-07-23 10:53:35,19905145146,1,Claims,7,claims,105,0.0,Request payment plan,abandoned,Customer abandoned,,False
-10442,2024-07-23 10:54:21,19543013561,1,Claims,2,claims,101,3.7,Report accident,resolved,Escalated to claims adjuster,3.0,True
-10443,2024-07-23 11:00:53,14564496359,4,New Quote,5,general,62,6.5,Payment not processed,follow_up_needed,Payment processed successfully,4.0,False
-10444,2024-07-23 11:15:11,14138303709,3,Policy Changes,5,general,101,5.8,Filing new auto claim,transferred,Customer disconnected before resolution,3.0,False
-10445,2024-07-23 11:32:35,12789096232,0,Speak to Agent,6,general,239,8.3,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-10446,2024-07-23 11:33:24,15993819054,4,New Quote,5,general,250,1.3,Update address,resolved,Policy updated per customer request,4.0,True
-10447,2024-07-23 11:45:32,12825885516,2,Billing & Payments,4,billing,79,10.3,Update address,follow_up_needed,Customer disconnected before resolution,4.0,False
-10448,2024-07-23 12:31:44,16197528152,2,Billing & Payments,4,billing,190,6.8,Request proof of insurance,transferred,Payment processed successfully,3.0,False
-10449,2024-07-23 12:53:18,16812951937,4,New Quote,6,general,128,9.6,Ask about deductible,follow_up_needed,Resolved on first call,1.0,False
-10450,2024-07-23 13:36:51,18790018520,2,Billing & Payments,3,billing,51,6.5,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,4.0,True
-10451,2024-07-23 13:51:04,16761216278,3,Policy Changes,5,general,124,1.7,Request ID cards,transferred,Resolved on first call,4.0,False
-10452,2024-07-23 13:55:42,15562410163,4,New Quote,5,general,0,6.5,Claim status inquiry,resolved,Payment processed successfully,4.0,True
-10453,2024-07-23 13:58:28,18023775158,3,Policy Changes,5,general,264,3.6,Change coverage level,follow_up_needed,Customer requested manager,4.0,False
-10454,2024-07-23 14:05:21,17568428376,2,Billing & Payments,8,billing,83,5.0,Dispute claim denial,follow_up_needed,Policy updated per customer request,3.0,False
-10455,2024-07-23 14:24:38,12580885494,0,Speak to Agent,5,general,141,5.1,Filing new auto claim,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-10456,2024-07-23 15:02:59,15601741813,2,Billing & Payments,8,billing,39,4.4,Dispute claim denial,follow_up_needed,"Information provided, no action needed",4.0,False
-10457,2024-07-23 15:05:04,13958965156,2,Billing & Payments,3,billing,94,9.2,Update address,resolved,"Claim filed, reference number provided",3.0,True
-10458,2024-07-23 15:20:48,16023365536,1,Claims,2,claims,115,6.1,Inquire about premium increase,resolved,Resolved on first call,4.0,True
-10459,2024-07-23 15:22:08,17947306951,2,Billing & Payments,8,billing,19,3.0,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-10460,2024-07-23 15:25:47,13354025815,1,Claims,7,claims,177,8.7,Add driver to policy,resolved,Customer requested manager,3.0,True
-10461,2024-07-23 16:02:46,19935199119,4,New Quote,5,general,118,5.9,Request payment plan,transferred,"Information provided, no action needed",3.0,False
-10462,2024-07-23 16:07:21,19113598040,2,Billing & Payments,3,billing,214,5.2,Remove vehicle from policy,resolved,Escalated to claims adjuster,5.0,True
-10463,2024-07-23 16:13:41,18428419369,3,Policy Changes,5,general,68,0.0,Request payment plan,abandoned,Customer abandoned,,False
-10464,2024-07-23 16:26:23,14014512180,4,New Quote,5,general,130,3.5,Report accident,resolved,Customer requested manager,2.0,True
-10465,2024-07-23 16:30:55,15570983627,1,Claims,1,claims,0,9.3,Change coverage level,follow_up_needed,"Claim filed, reference number provided",5.0,False
-10466,2024-07-23 16:41:37,13066607546,4,New Quote,6,general,160,8.0,Request proof of insurance,resolved,Customer requested manager,2.0,True
-10467,2024-07-23 16:56:35,18615413357,1,Claims,2,claims,232,11.3,Reinstate lapsed policy,resolved,"Information provided, no action needed",3.0,True
-10468,2024-07-23 17:11:03,17704304881,2,Billing & Payments,8,billing,123,2.5,Payment not processed,resolved,Payment processed successfully,3.0,True
-10469,2024-07-23 17:17:39,19131032472,2,Billing & Payments,8,billing,110,8.3,Report accident,resolved,Callback scheduled for tomorrow,3.0,True
-10470,2024-07-23 17:25:51,14713866945,0,Speak to Agent,5,general,29,5.2,Update address,transferred,Customer disconnected before resolution,3.0,False
-10471,2024-07-23 17:31:02,17173859509,3,Policy Changes,5,general,13,4.8,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-10472,2024-07-23 17:35:48,19252066793,2,Billing & Payments,3,billing,214,4.7,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-10473,2024-07-23 17:42:12,13030829923,4,New Quote,5,general,313,4.3,Update payment method,follow_up_needed,Escalated to claims adjuster,3.0,False
-10474,2024-07-23 17:58:53,19787337588,4,New Quote,6,general,29,3.7,Ask about deductible,resolved,Policy updated per customer request,2.0,True
-10475,2024-07-23 18:01:21,19129421321,2,Billing & Payments,8,billing,106,5.6,Remove vehicle from policy,resolved,Customer requested manager,3.0,True
-10476,2024-07-23 18:02:10,18328919615,0,Speak to Agent,5,general,281,8.8,Remove vehicle from policy,follow_up_needed,Transferred to supervisor,3.0,False
-10477,2024-07-23 18:02:20,16065204567,3,Policy Changes,5,general,107,5.7,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,3.0,False
-10478,2024-07-23 18:21:33,14206862732,3,Policy Changes,6,general,72,7.4,Change coverage level,follow_up_needed,Customer disconnected before resolution,1.0,False
-10479,2024-07-23 18:59:32,18915092814,3,Policy Changes,6,general,259,8.9,Request payment plan,follow_up_needed,Escalated to claims adjuster,3.0,False
-10480,2024-07-24 07:16:49,13873238438,1,Claims,1,claims,129,6.2,Add driver to policy,follow_up_needed,Customer disconnected before resolution,2.0,False
-10481,2024-07-24 07:30:13,12441560930,4,New Quote,6,general,130,8.8,Filing new auto claim,resolved,"Claim filed, reference number provided",4.0,True
-10482,2024-07-24 07:44:28,14642458227,2,Billing & Payments,4,billing,175,4.2,General coverage question,resolved,"Claim filed, reference number provided",4.0,True
-10483,2024-07-24 07:50:13,16929915488,4,New Quote,6,general,148,10.0,Filing new auto claim,transferred,Customer requested manager,5.0,False
-10484,2024-07-24 07:58:06,14097487163,2,Billing & Payments,4,billing,109,3.1,Inquire about premium increase,transferred,Escalated to claims adjuster,2.0,False
-10485,2024-07-24 08:19:28,15129431497,1,Claims,1,claims,106,4.5,Add driver to policy,resolved,Customer disconnected before resolution,5.0,True
-10486,2024-07-24 08:29:16,14913700766,3,Policy Changes,6,general,245,10.4,Claim status inquiry,resolved,Resolved on first call,3.0,True
-10487,2024-07-24 08:30:52,17771426242,4,New Quote,6,general,109,6.8,Remove vehicle from policy,resolved,"Information provided, no action needed",3.0,True
-10488,2024-07-24 08:52:41,18579543030,2,Billing & Payments,4,billing,206,5.2,Report accident,resolved,Transferred to supervisor,4.0,True
-10489,2024-07-24 08:54:26,18447384707,1,Claims,7,claims,136,3.8,Inquire about premium increase,resolved,Customer requested manager,4.0,True
-10490,2024-07-24 08:54:29,18742483662,4,New Quote,5,general,258,1.6,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-10491,2024-07-24 09:22:17,16282448952,2,Billing & Payments,4,billing,184,9.0,Filing new auto claim,resolved,"Claim filed, reference number provided",2.0,True
-10492,2024-07-24 09:48:46,18730666900,3,Policy Changes,5,general,0,3.4,Request ID cards,resolved,Escalated to claims adjuster,3.0,True
-10493,2024-07-24 09:50:28,13960712131,4,New Quote,5,general,76,6.3,Ask about discounts,transferred,Policy updated per customer request,4.0,False
-10494,2024-07-24 10:01:04,12354804241,4,New Quote,6,general,164,12.3,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-10495,2024-07-24 10:03:16,12496008299,3,Policy Changes,5,general,243,1.8,Request payment plan,resolved,Resolved on first call,5.0,True
-10496,2024-07-24 10:21:24,17228562743,0,Speak to Agent,5,general,103,0.0,Update payment method,abandoned,Customer abandoned,,False
-10497,2024-07-24 10:27:02,12154802116,1,Claims,1,claims,335,8.9,Filing new auto claim,resolved,Resolved on first call,4.0,True
-10498,2024-07-24 10:28:42,16544468383,3,Policy Changes,5,general,260,2.0,Request payment plan,follow_up_needed,Escalated to claims adjuster,2.0,False
-10499,2024-07-24 10:33:56,14831834674,4,New Quote,6,general,170,13.3,Dispute claim denial,resolved,Policy updated per customer request,3.0,True
-10500,2024-07-24 10:45:17,19532491452,3,Policy Changes,5,general,89,5.2,Payment not processed,resolved,Policy updated per customer request,3.0,True
-10501,2024-07-24 10:49:29,18565692735,0,Speak to Agent,5,general,145,9.7,Change coverage level,follow_up_needed,Escalated to claims adjuster,3.0,False
-10502,2024-07-24 11:00:23,17743901118,4,New Quote,5,general,249,1.0,Update address,resolved,Payment processed successfully,4.0,True
-10503,2024-07-24 11:21:03,15316337050,1,Claims,1,claims,36,7.2,Request proof of insurance,resolved,Escalated to claims adjuster,2.0,True
-10504,2024-07-24 11:36:28,18153894352,4,New Quote,6,general,67,8.7,Reinstate lapsed policy,resolved,Policy updated per customer request,4.0,True
-10505,2024-07-24 11:37:15,12368861459,2,Billing & Payments,4,billing,166,2.7,Claim status inquiry,resolved,Customer requested manager,3.0,True
-10506,2024-07-24 11:40:24,18942643120,4,New Quote,5,general,0,2.4,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-10507,2024-07-24 11:44:38,16672387067,4,New Quote,6,general,17,4.1,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-10508,2024-07-24 11:58:56,13013076400,0,Speak to Agent,6,general,221,11.0,Dispute claim denial,resolved,Transferred to supervisor,2.0,True
-10509,2024-07-24 12:01:52,16745068746,2,Billing & Payments,3,billing,138,8.5,Claim status inquiry,resolved,Resolved on first call,4.0,True
-10510,2024-07-24 12:18:07,14716578428,3,Policy Changes,6,general,74,9.4,Request ID cards,follow_up_needed,Customer requested manager,4.0,False
-10511,2024-07-24 12:23:12,14237116873,2,Billing & Payments,4,billing,96,2.8,Inquire about premium increase,follow_up_needed,Escalated to claims adjuster,4.0,False
-10512,2024-07-24 12:31:05,15884528319,4,New Quote,6,general,128,6.2,Request payment plan,follow_up_needed,Customer requested manager,3.0,False
-10513,2024-07-24 12:33:11,17605119235,3,Policy Changes,5,general,0,4.6,Add driver to policy,follow_up_needed,Customer requested manager,2.0,False
-10514,2024-07-24 12:43:10,19564896866,2,Billing & Payments,3,billing,38,3.8,Request payment plan,resolved,Transferred to supervisor,3.0,True
-10515,2024-07-24 13:06:30,13989224737,1,Claims,1,claims,4,3.5,Dispute claim denial,resolved,Customer requested manager,4.0,True
-10516,2024-07-24 13:42:55,13295864360,3,Policy Changes,5,general,221,5.1,General coverage question,resolved,Payment processed successfully,3.0,True
-10517,2024-07-24 13:43:08,17375680872,4,New Quote,6,general,30,9.0,Complaint about service,follow_up_needed,Transferred to supervisor,3.0,False
-10518,2024-07-24 14:06:41,16370037171,2,Billing & Payments,8,billing,131,4.7,Dispute claim denial,resolved,Resolved on first call,4.0,True
-10519,2024-07-24 14:12:22,19200730224,2,Billing & Payments,4,billing,179,10.7,Remove vehicle from policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-10520,2024-07-24 14:16:41,19465874696,1,Claims,7,claims,71,1.6,General coverage question,resolved,Policy updated per customer request,2.0,True
-10521,2024-07-24 14:18:22,19062495166,0,Speak to Agent,6,general,20,0.0,Request payment plan,abandoned,Customer abandoned,,False
-10522,2024-07-24 14:25:31,17557609478,1,Claims,7,claims,101,6.9,Request payment plan,resolved,Customer requested manager,5.0,True
-10523,2024-07-24 14:29:02,15618216990,1,Claims,1,claims,139,6.6,Request payment plan,transferred,Policy updated per customer request,3.0,False
-10524,2024-07-24 14:29:57,16935157962,4,New Quote,6,general,289,9.0,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-10525,2024-07-24 14:45:12,12070009946,4,New Quote,6,general,125,12.8,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-10526,2024-07-24 15:11:48,19263748015,4,New Quote,5,general,124,5.9,Change coverage level,resolved,Payment processed successfully,4.0,True
-10527,2024-07-24 15:21:54,14682341158,1,Claims,2,claims,200,0.0,Complaint about service,abandoned,Customer abandoned,,False
-10528,2024-07-24 15:31:30,17709884465,0,Speak to Agent,6,general,258,9.0,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-10529,2024-07-24 15:47:46,15055690300,1,Claims,1,claims,145,4.6,Dispute claim denial,follow_up_needed,Escalated to claims adjuster,3.0,False
-10530,2024-07-24 15:48:41,12730267315,4,New Quote,6,general,125,8.9,Report accident,follow_up_needed,"Information provided, no action needed",3.0,False
-10531,2024-07-24 15:50:27,18428276224,1,Claims,7,claims,136,1.9,Dispute claim denial,follow_up_needed,Transferred to supervisor,2.0,False
-10532,2024-07-24 15:56:34,18998988263,3,Policy Changes,5,general,126,6.5,Remove vehicle from policy,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-10533,2024-07-24 16:00:33,15984763306,3,Policy Changes,5,general,246,1.6,Filing new auto claim,resolved,"Information provided, no action needed",3.0,True
-10534,2024-07-24 16:04:59,12774613170,2,Billing & Payments,8,billing,303,4.6,Ask about deductible,follow_up_needed,Transferred to supervisor,2.0,False
-10535,2024-07-24 16:11:04,12231850694,3,Policy Changes,6,general,117,11.5,Complaint about service,resolved,Callback scheduled for tomorrow,5.0,True
-10536,2024-07-24 16:14:27,17584058438,4,New Quote,6,general,203,8.7,Report accident,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-10537,2024-07-24 16:14:47,18303415757,4,New Quote,5,general,109,6.4,General coverage question,transferred,Transferred to supervisor,3.0,False
-10538,2024-07-24 16:17:53,13755796621,2,Billing & Payments,3,billing,117,4.8,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-10539,2024-07-24 16:20:36,18256671903,1,Claims,2,claims,117,8.5,Update address,resolved,Payment processed successfully,5.0,True
-10540,2024-07-24 16:23:47,13951972734,2,Billing & Payments,3,billing,7,8.0,Filing new auto claim,follow_up_needed,Transferred to supervisor,3.0,False
-10541,2024-07-24 16:28:50,17697981062,2,Billing & Payments,3,billing,158,6.5,Ask about deductible,follow_up_needed,Policy updated per customer request,4.0,False
-10542,2024-07-24 16:30:56,17036169826,2,Billing & Payments,4,billing,125,9.6,Report accident,follow_up_needed,"Claim filed, reference number provided",4.0,False
-10543,2024-07-24 16:34:45,12588377810,1,Claims,2,claims,323,7.3,Ask about deductible,resolved,Escalated to claims adjuster,5.0,True
-10544,2024-07-24 16:40:24,19721073014,1,Claims,7,claims,188,4.7,Complaint about service,resolved,Resolved on first call,5.0,True
-10545,2024-07-24 17:18:00,16958659433,1,Claims,2,claims,0,9.4,Dispute claim denial,resolved,Policy updated per customer request,5.0,True
-10546,2024-07-24 17:34:12,15277439141,4,New Quote,5,general,165,3.9,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-10547,2024-07-24 17:37:04,13279205629,0,Speak to Agent,5,general,67,10.8,Add driver to policy,resolved,Customer requested manager,3.0,True
-10548,2024-07-24 18:13:04,17674380250,3,Policy Changes,5,general,195,2.1,Add driver to policy,resolved,"Claim filed, reference number provided",2.0,True
-10549,2024-07-24 18:13:42,14036699819,1,Claims,1,claims,188,7.1,Request proof of insurance,resolved,Customer requested manager,5.0,True
-10550,2024-07-24 18:23:56,12197591489,3,Policy Changes,6,general,75,7.5,Filing new auto claim,follow_up_needed,"Information provided, no action needed",3.0,False
-10551,2024-07-24 18:24:28,15666801699,3,Policy Changes,5,general,244,4.7,Cancel policy,resolved,Resolved on first call,5.0,True
-10552,2024-07-24 18:26:10,17721461979,2,Billing & Payments,8,billing,0,4.9,Payment not processed,resolved,Escalated to claims adjuster,3.0,True
-10553,2024-07-24 18:36:55,14549623534,4,New Quote,6,general,39,5.0,Update address,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-10554,2024-07-24 18:44:52,16301417429,0,Speak to Agent,6,general,0,10.7,Dispute claim denial,resolved,Customer requested manager,3.0,True
-10555,2024-07-24 18:57:23,18879300986,2,Billing & Payments,8,billing,208,5.0,Ask about discounts,resolved,Policy updated per customer request,4.0,True
-10556,2024-07-25 07:05:48,15755632507,2,Billing & Payments,3,billing,187,2.1,Request ID cards,resolved,Payment processed successfully,3.0,True
-10557,2024-07-25 07:14:47,15510202195,1,Claims,2,claims,112,7.5,Ask about deductible,follow_up_needed,Policy updated per customer request,4.0,False
-10558,2024-07-25 07:49:09,12912266669,2,Billing & Payments,8,billing,224,5.9,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-10559,2024-07-25 07:49:56,19190014527,4,New Quote,5,general,203,7.5,Dispute claim denial,transferred,Callback scheduled for tomorrow,3.0,False
-10560,2024-07-25 07:51:33,18276873911,1,Claims,7,claims,126,7.6,Change coverage level,transferred,Policy updated per customer request,4.0,False
-10561,2024-07-25 08:00:58,15425289534,0,Speak to Agent,5,general,149,6.4,Payment not processed,resolved,Payment processed successfully,2.0,True
-10562,2024-07-25 08:21:52,14657494521,4,New Quote,5,general,0,3.3,Remove vehicle from policy,resolved,Escalated to claims adjuster,5.0,True
-10563,2024-07-25 09:08:36,16807129811,3,Policy Changes,5,general,147,8.7,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-10564,2024-07-25 09:15:37,16385281218,4,New Quote,6,general,127,7.3,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-10565,2024-07-25 09:27:51,16475998715,3,Policy Changes,6,general,195,6.1,Cancel policy,resolved,Callback scheduled for tomorrow,3.0,True
-10566,2024-07-25 09:30:01,12622678922,0,Speak to Agent,5,general,128,9.0,Dispute claim denial,follow_up_needed,Customer disconnected before resolution,2.0,False
-10567,2024-07-25 09:30:45,19668552534,4,New Quote,6,general,50,6.4,Complaint about service,resolved,Escalated to claims adjuster,5.0,True
-10568,2024-07-25 09:34:25,17440270661,3,Policy Changes,6,general,150,9.7,Request proof of insurance,transferred,"Claim filed, reference number provided",4.0,False
-10569,2024-07-25 09:49:02,14990459809,4,New Quote,5,general,103,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-10570,2024-07-25 09:51:43,19789304779,2,Billing & Payments,4,billing,125,2.8,Update payment method,resolved,"Information provided, no action needed",4.0,True
-10571,2024-07-25 10:01:41,19584012034,1,Claims,1,claims,164,6.0,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-10572,2024-07-25 10:01:54,12903915639,3,Policy Changes,6,general,262,14.9,Request payment plan,resolved,Escalated to claims adjuster,3.0,True
-10573,2024-07-25 10:18:21,14310020023,1,Claims,2,claims,187,7.2,Payment not processed,resolved,Transferred to supervisor,5.0,True
-10574,2024-07-25 10:50:56,12791001771,3,Policy Changes,6,general,269,8.9,Change coverage level,resolved,Customer requested manager,2.0,True
-10575,2024-07-25 11:08:34,15645286123,2,Billing & Payments,3,billing,0,7.1,Claim status inquiry,resolved,Callback scheduled for tomorrow,3.0,True
-10576,2024-07-25 11:13:08,15583332425,3,Policy Changes,6,general,113,7.5,Filing new auto claim,resolved,"Claim filed, reference number provided",3.0,True
-10577,2024-07-25 11:13:12,14087359979,3,Policy Changes,5,general,76,3.9,Remove vehicle from policy,resolved,Resolved on first call,5.0,True
-10578,2024-07-25 11:14:52,15291554352,0,Speak to Agent,6,general,202,7.1,Request ID cards,resolved,Transferred to supervisor,2.0,True
-10579,2024-07-25 11:24:07,13286951365,4,New Quote,5,general,6,5.2,Inquire about premium increase,transferred,Customer requested manager,2.0,False
-10580,2024-07-25 11:24:45,12073370787,4,New Quote,5,general,146,3.4,Remove vehicle from policy,resolved,Escalated to claims adjuster,5.0,True
-10581,2024-07-25 11:34:40,13365909855,2,Billing & Payments,8,billing,88,3.0,Dispute claim denial,resolved,Escalated to claims adjuster,3.0,True
-10582,2024-07-25 11:55:51,14721470453,1,Claims,1,claims,96,6.3,Request proof of insurance,follow_up_needed,Policy updated per customer request,2.0,False
-10583,2024-07-25 12:12:47,15814870424,2,Billing & Payments,8,billing,121,3.1,Ask about discounts,resolved,Customer requested manager,4.0,True
-10584,2024-07-25 12:18:51,12148798368,1,Claims,1,claims,199,8.9,Update payment method,resolved,Policy updated per customer request,3.0,True
-10585,2024-07-25 12:30:59,12374447993,1,Claims,2,claims,14,3.3,Dispute claim denial,resolved,Callback scheduled for tomorrow,3.0,True
-10586,2024-07-25 12:33:23,12234469296,3,Policy Changes,6,general,0,3.3,Ask about discounts,resolved,Policy updated per customer request,4.0,True
-10587,2024-07-25 13:34:51,16312974473,3,Policy Changes,6,general,92,7.2,Update address,resolved,Policy updated per customer request,3.0,True
-10588,2024-07-25 13:36:39,16181827305,2,Billing & Payments,3,billing,0,6.8,Report accident,follow_up_needed,Resolved on first call,3.0,False
-10589,2024-07-25 14:02:11,13275005571,2,Billing & Payments,3,billing,51,4.6,Complaint about service,resolved,Transferred to supervisor,3.0,True
-10590,2024-07-25 14:07:18,19006402364,4,New Quote,5,general,0,5.4,Request ID cards,transferred,Transferred to supervisor,2.0,False
-10591,2024-07-25 14:09:50,18188072293,3,Policy Changes,6,general,60,8.7,Update address,follow_up_needed,Payment processed successfully,5.0,False
-10592,2024-07-25 14:10:38,12595097152,0,Speak to Agent,5,general,0,6.9,Ask about discounts,resolved,Customer requested manager,3.0,True
-10593,2024-07-25 14:20:52,18683624822,1,Claims,7,claims,205,9.0,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-10594,2024-07-25 14:22:16,15579987759,0,Speak to Agent,5,general,168,4.6,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-10595,2024-07-25 14:33:58,18633397840,0,Speak to Agent,6,general,81,3.4,Request ID cards,transferred,Resolved on first call,3.0,False
-10596,2024-07-25 15:29:20,16153337878,1,Claims,1,claims,75,1.7,Request ID cards,follow_up_needed,Escalated to claims adjuster,5.0,False
-10597,2024-07-25 15:55:47,15348866405,3,Policy Changes,5,general,0,3.6,Request proof of insurance,transferred,Customer requested manager,4.0,False
-10598,2024-07-25 15:56:34,12509514399,2,Billing & Payments,3,billing,61,3.2,Reinstate lapsed policy,resolved,"Information provided, no action needed",5.0,True
-10599,2024-07-25 16:20:33,18423587631,3,Policy Changes,5,general,96,6.3,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-10600,2024-07-25 16:35:14,18724898772,0,Speak to Agent,6,general,66,9.7,Payment not processed,transferred,"Information provided, no action needed",3.0,False
-10601,2024-07-25 16:47:20,19024220495,3,Policy Changes,6,general,57,8.8,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-10602,2024-07-25 16:50:42,13545967083,3,Policy Changes,6,general,31,10.6,Cancel policy,resolved,Transferred to supervisor,4.0,True
-10603,2024-07-25 16:57:04,16820785900,1,Claims,2,claims,268,7.6,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,4.0,True
-10604,2024-07-25 16:59:59,12302040947,2,Billing & Payments,8,billing,281,2.9,Reinstate lapsed policy,resolved,Escalated to claims adjuster,5.0,True
-10605,2024-07-25 17:03:19,19417535526,1,Claims,1,claims,164,7.2,Add driver to policy,resolved,Transferred to supervisor,5.0,True
-10606,2024-07-25 17:25:14,13684722285,0,Speak to Agent,6,general,134,12.3,Ask about discounts,resolved,"Information provided, no action needed",5.0,True
-10607,2024-07-25 18:34:13,16139123313,4,New Quote,6,general,121,7.8,Request payment plan,transferred,"Information provided, no action needed",3.0,False
-10608,2024-07-25 18:41:15,18445885396,0,Speak to Agent,6,general,0,5.7,Request payment plan,resolved,Payment processed successfully,4.0,True
-10609,2024-07-25 18:46:40,19265226218,4,New Quote,6,general,244,7.1,Update payment method,follow_up_needed,Customer disconnected before resolution,3.0,False
-10610,2024-07-26 07:19:16,13037333223,3,Policy Changes,5,general,144,4.6,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,5.0,True
-10611,2024-07-26 07:19:39,16500551395,1,Claims,1,claims,220,4.9,Add driver to policy,transferred,Escalated to claims adjuster,4.0,False
-10612,2024-07-26 07:19:52,15719133890,1,Claims,7,claims,224,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-10613,2024-07-26 07:39:24,16784654181,2,Billing & Payments,8,billing,134,5.4,Request proof of insurance,follow_up_needed,"Claim filed, reference number provided",4.0,False
-10614,2024-07-26 07:44:41,13919342548,3,Policy Changes,6,general,175,0.0,Report accident,abandoned,Customer abandoned,,False
-10615,2024-07-26 07:44:53,14912325551,2,Billing & Payments,3,billing,131,4.0,Claim status inquiry,resolved,Customer requested manager,3.0,True
-10616,2024-07-26 07:48:43,17458017743,4,New Quote,6,general,145,10.5,General coverage question,resolved,Resolved on first call,3.0,True
-10617,2024-07-26 07:50:14,14037050874,2,Billing & Payments,3,billing,107,1.9,Complaint about service,resolved,Payment processed successfully,4.0,True
-10618,2024-07-26 07:51:16,12527925942,1,Claims,7,claims,276,6.3,Report accident,resolved,Transferred to supervisor,5.0,True
-10619,2024-07-26 08:24:03,17518120881,2,Billing & Payments,4,billing,144,8.8,Complaint about service,resolved,Customer requested manager,3.0,True
-10620,2024-07-26 09:09:31,18414160696,3,Policy Changes,6,general,76,8.6,General coverage question,resolved,Resolved on first call,3.0,True
-10621,2024-07-26 09:09:57,18734680277,2,Billing & Payments,8,billing,65,4.1,Inquire about premium increase,follow_up_needed,"Information provided, no action needed",3.0,False
-10622,2024-07-26 09:27:33,16440975933,2,Billing & Payments,4,billing,188,5.1,Reinstate lapsed policy,resolved,Transferred to supervisor,2.0,True
-10623,2024-07-26 09:28:28,16149762856,1,Claims,1,claims,0,8.2,Change coverage level,resolved,Policy updated per customer request,4.0,True
-10624,2024-07-26 09:31:05,19030296145,0,Speak to Agent,5,general,42,6.1,Change coverage level,resolved,Transferred to supervisor,4.0,True
-10625,2024-07-26 10:00:14,17224265021,0,Speak to Agent,5,general,107,6.5,Claim status inquiry,resolved,Resolved on first call,5.0,True
-10626,2024-07-26 10:04:00,17422318638,3,Policy Changes,6,general,279,12.0,Cancel policy,follow_up_needed,"Claim filed, reference number provided",2.0,False
-10627,2024-07-26 10:24:03,13295345367,1,Claims,7,claims,77,4.3,Dispute claim denial,resolved,Policy updated per customer request,5.0,True
-10628,2024-07-26 10:26:32,14869068012,1,Claims,1,claims,60,3.9,Request proof of insurance,resolved,Callback scheduled for tomorrow,5.0,True
-10629,2024-07-26 10:59:35,19653361038,0,Speak to Agent,6,general,101,9.2,Dispute claim denial,resolved,"Information provided, no action needed",5.0,True
-10630,2024-07-26 11:02:22,18983375421,3,Policy Changes,6,general,109,8.8,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-10631,2024-07-26 11:10:44,17060262069,1,Claims,7,claims,177,0.0,Report accident,abandoned,Customer abandoned,,False
-10632,2024-07-26 11:12:59,15029323511,0,Speak to Agent,6,general,129,5.6,Ask about discounts,transferred,Resolved on first call,3.0,False
-10633,2024-07-26 11:24:31,19790753551,4,New Quote,6,general,67,8.6,Update payment method,resolved,Payment processed successfully,5.0,True
-10634,2024-07-26 11:25:13,17219182659,1,Claims,7,claims,83,3.0,Update address,resolved,Policy updated per customer request,4.0,True
-10635,2024-07-26 11:27:08,18321945769,2,Billing & Payments,4,billing,207,5.0,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",2.0,False
-10636,2024-07-26 11:27:21,19659519993,4,New Quote,6,general,72,8.1,Filing new auto claim,follow_up_needed,Customer disconnected before resolution,3.0,False
-10637,2024-07-26 11:32:10,12205956848,0,Speak to Agent,5,general,104,2.9,General coverage question,follow_up_needed,Resolved on first call,2.0,False
-10638,2024-07-26 11:39:10,17867909822,1,Claims,2,claims,108,6.9,Report accident,resolved,Callback scheduled for tomorrow,4.0,True
-10639,2024-07-26 11:53:47,12856649998,2,Billing & Payments,4,billing,82,0.0,Update payment method,abandoned,Customer abandoned,,False
-10640,2024-07-26 11:55:39,12213271119,0,Speak to Agent,5,general,199,6.7,Request payment plan,transferred,Escalated to claims adjuster,4.0,False
-10641,2024-07-26 11:58:41,15826569375,1,Claims,2,claims,154,5.3,Ask about discounts,resolved,Payment processed successfully,3.0,True
-10642,2024-07-26 11:59:27,19979342026,1,Claims,7,claims,58,6.1,Complaint about service,resolved,"Information provided, no action needed",5.0,True
-10643,2024-07-26 12:01:19,18221637793,0,Speak to Agent,5,general,223,3.6,Change coverage level,resolved,Policy updated per customer request,5.0,True
-10644,2024-07-26 12:28:58,13785358063,0,Speak to Agent,6,general,159,11.2,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-10645,2024-07-26 12:37:54,19083847856,3,Policy Changes,6,general,128,7.7,General coverage question,resolved,Customer requested manager,3.0,True
-10646,2024-07-26 12:42:24,19321084097,3,Policy Changes,6,general,120,6.9,Cancel policy,resolved,Resolved on first call,4.0,True
-10647,2024-07-26 12:51:49,14391549020,1,Claims,1,claims,295,9.6,Request ID cards,follow_up_needed,"Claim filed, reference number provided",4.0,False
-10648,2024-07-26 12:56:01,15182197768,0,Speak to Agent,5,general,192,0.0,Update address,abandoned,Customer abandoned,,False
-10649,2024-07-26 12:59:24,15395895559,4,New Quote,5,general,0,3.9,Request payment plan,transferred,Resolved on first call,2.0,False
-10650,2024-07-26 13:04:45,15268229149,3,Policy Changes,6,general,172,10.1,Ask about discounts,transferred,Callback scheduled for tomorrow,3.0,False
-10651,2024-07-26 13:23:21,17301639099,0,Speak to Agent,5,general,140,5.1,Complaint about service,resolved,Payment processed successfully,3.0,True
-10652,2024-07-26 13:34:41,13113236955,4,New Quote,5,general,189,6.6,Request payment plan,follow_up_needed,Customer requested manager,3.0,False
-10653,2024-07-26 13:44:54,16752262520,2,Billing & Payments,4,billing,141,5.7,General coverage question,resolved,Escalated to claims adjuster,4.0,True
-10654,2024-07-26 14:07:00,13401396019,1,Claims,2,claims,289,8.3,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-10655,2024-07-26 14:07:27,19995120291,2,Billing & Payments,3,billing,248,0.0,Request payment plan,abandoned,Customer abandoned,,False
-10656,2024-07-26 14:12:33,12252305041,1,Claims,7,claims,89,10.4,Claim status inquiry,resolved,Customer requested manager,4.0,True
-10657,2024-07-26 14:49:05,14060069696,4,New Quote,6,general,321,7.8,Request proof of insurance,follow_up_needed,Resolved on first call,2.0,False
-10658,2024-07-26 15:04:18,19735691054,1,Claims,1,claims,0,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-10659,2024-07-26 16:03:03,16535923044,0,Speak to Agent,6,general,384,7.1,Request payment plan,resolved,Callback scheduled for tomorrow,3.0,True
-10660,2024-07-26 16:03:29,13275577715,4,New Quote,6,general,109,5.4,Report accident,resolved,Payment processed successfully,4.0,True
-10661,2024-07-26 16:07:14,13421865322,3,Policy Changes,6,general,20,9.4,Add driver to policy,transferred,"Claim filed, reference number provided",2.0,False
-10662,2024-07-26 16:07:15,18864462434,1,Claims,2,claims,49,6.1,Update address,transferred,Customer requested manager,3.0,False
-10663,2024-07-26 17:03:05,14018782497,4,New Quote,6,general,213,8.5,Inquire about premium increase,resolved,Customer disconnected before resolution,5.0,True
-10664,2024-07-26 17:06:19,12229854802,3,Policy Changes,6,general,0,12.4,Request payment plan,resolved,Customer requested manager,3.0,True
-10665,2024-07-26 17:27:35,17412838899,3,Policy Changes,6,general,295,4.8,Cancel policy,follow_up_needed,Customer requested manager,3.0,False
-10666,2024-07-26 17:35:59,16031111685,1,Claims,7,claims,156,9.5,General coverage question,resolved,Resolved on first call,3.0,True
-10667,2024-07-26 17:43:29,17920474663,3,Policy Changes,5,general,0,6.0,Update payment method,resolved,"Information provided, no action needed",5.0,True
-10668,2024-07-26 18:02:14,12284937800,1,Claims,7,claims,0,8.5,Payment not processed,follow_up_needed,Escalated to claims adjuster,3.0,False
-10669,2024-07-26 18:07:07,15971304622,1,Claims,1,claims,46,7.1,Ask about discounts,transferred,Customer disconnected before resolution,2.0,False
-10670,2024-07-26 18:38:13,15532952065,2,Billing & Payments,8,billing,37,4.8,Request payment plan,follow_up_needed,Payment processed successfully,5.0,False
-10671,2024-07-26 18:41:02,19439256734,2,Billing & Payments,4,billing,37,7.7,Request ID cards,resolved,Customer requested manager,3.0,True
-10672,2024-07-26 18:51:20,15617415858,2,Billing & Payments,8,billing,128,0.5,Dispute claim denial,follow_up_needed,"Information provided, no action needed",5.0,False
-10673,2024-07-27 09:00:19,14145097891,4,New Quote,6,general,8,6.1,Add driver to policy,follow_up_needed,Resolved on first call,3.0,False
-10674,2024-07-27 09:04:52,12598783811,3,Policy Changes,5,general,116,2.3,Cancel policy,resolved,"Information provided, no action needed",2.0,True
-10675,2024-07-27 09:23:01,12840539283,1,Claims,2,claims,170,5.9,Claim status inquiry,resolved,Customer disconnected before resolution,4.0,True
-10676,2024-07-27 09:36:57,15771404156,4,New Quote,6,general,192,4.1,Claim status inquiry,resolved,"Information provided, no action needed",2.0,True
-10677,2024-07-27 09:47:07,15263396754,2,Billing & Payments,4,billing,111,8.8,Report accident,follow_up_needed,Customer disconnected before resolution,4.0,False
-10678,2024-07-27 10:00:19,15516199774,0,Speak to Agent,6,general,36,8.1,Cancel policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-10679,2024-07-27 10:18:13,19849251567,1,Claims,2,claims,31,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-10680,2024-07-27 10:18:46,13517574947,1,Claims,1,claims,119,11.0,Dispute claim denial,follow_up_needed,Customer disconnected before resolution,3.0,False
-10681,2024-07-27 10:46:02,13769265958,2,Billing & Payments,3,billing,167,5.0,Update payment method,follow_up_needed,Resolved on first call,3.0,False
-10682,2024-07-27 11:03:23,17413896539,3,Policy Changes,5,general,40,10.4,Request proof of insurance,resolved,"Information provided, no action needed",4.0,True
-10683,2024-07-27 11:08:04,17181933037,2,Billing & Payments,3,billing,157,9.3,Ask about deductible,transferred,Escalated to claims adjuster,2.0,False
-10684,2024-07-27 11:12:44,12847468199,0,Speak to Agent,6,general,146,10.2,Payment not processed,resolved,Resolved on first call,2.0,True
-10685,2024-07-27 11:17:48,13086103604,2,Billing & Payments,3,billing,163,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-10686,2024-07-27 11:18:59,19907141028,3,Policy Changes,6,general,7,10.6,Filing new auto claim,resolved,Payment processed successfully,4.0,True
-10687,2024-07-27 11:24:06,13105074663,4,New Quote,5,general,80,3.1,Cancel policy,resolved,Customer disconnected before resolution,3.0,True
-10688,2024-07-27 11:24:19,13844261165,3,Policy Changes,5,general,66,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-10689,2024-07-27 11:28:36,14504745578,2,Billing & Payments,4,billing,266,6.3,Request ID cards,resolved,Resolved on first call,3.0,True
-10690,2024-07-27 11:34:12,13817202931,0,Speak to Agent,6,general,160,2.7,Claim status inquiry,follow_up_needed,"Information provided, no action needed",4.0,False
-10691,2024-07-27 11:52:16,13344006788,1,Claims,2,claims,120,5.9,Claim status inquiry,transferred,Policy updated per customer request,3.0,False
-10692,2024-07-27 12:05:18,12306456215,0,Speak to Agent,6,general,145,7.9,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",3.0,False
-10693,2024-07-27 12:26:37,17677488982,3,Policy Changes,6,general,108,7.2,Payment not processed,follow_up_needed,Customer requested manager,4.0,False
-10694,2024-07-27 12:26:49,19747501151,3,Policy Changes,5,general,61,1.2,Cancel policy,follow_up_needed,"Claim filed, reference number provided",4.0,False
-10695,2024-07-27 12:30:27,14346456849,4,New Quote,5,general,0,5.1,Add driver to policy,resolved,Transferred to supervisor,3.0,True
-10696,2024-07-27 12:33:55,19095339810,3,Policy Changes,5,general,96,7.8,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-10697,2024-07-27 12:35:17,13764845241,2,Billing & Payments,4,billing,90,8.6,Dispute claim denial,resolved,Escalated to claims adjuster,3.0,True
-10698,2024-07-27 12:39:03,16645642700,2,Billing & Payments,3,billing,125,2.7,Ask about discounts,transferred,Customer requested manager,3.0,False
-10699,2024-07-29 07:30:40,14434771874,1,Claims,7,claims,100,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-10700,2024-07-29 07:50:49,18370228456,3,Policy Changes,6,general,73,6.5,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-10701,2024-07-29 07:52:41,16037243347,4,New Quote,6,general,93,10.7,Dispute claim denial,follow_up_needed,Resolved on first call,3.0,False
-10702,2024-07-29 07:56:18,13219995686,3,Policy Changes,6,general,84,11.7,Payment not processed,resolved,Resolved on first call,3.0,True
-10703,2024-07-29 07:59:52,17689125562,3,Policy Changes,5,general,446,7.0,Report accident,transferred,"Claim filed, reference number provided",1.0,False
-10704,2024-07-29 08:01:13,15521891623,2,Billing & Payments,8,billing,124,3.1,Request ID cards,follow_up_needed,"Information provided, no action needed",3.0,False
-10705,2024-07-29 08:19:23,12475225751,4,New Quote,6,general,192,8.9,Cancel policy,follow_up_needed,Payment processed successfully,4.0,False
-10706,2024-07-29 08:28:36,15910958505,1,Claims,2,claims,115,4.4,Ask about deductible,transferred,Policy updated per customer request,5.0,False
-10707,2024-07-29 08:30:22,14174060843,2,Billing & Payments,8,billing,138,4.8,Claim status inquiry,resolved,Customer disconnected before resolution,4.0,True
-10708,2024-07-29 08:35:31,14345088523,2,Billing & Payments,4,billing,155,6.0,Request ID cards,resolved,Customer disconnected before resolution,3.0,True
-10709,2024-07-29 08:48:35,19755984728,4,New Quote,5,general,40,7.8,Reinstate lapsed policy,follow_up_needed,Customer disconnected before resolution,4.0,False
-10710,2024-07-29 09:09:22,19218066687,1,Claims,7,claims,218,5.2,General coverage question,resolved,Resolved on first call,5.0,True
-10711,2024-07-29 09:19:28,13054925978,2,Billing & Payments,8,billing,168,4.0,Update payment method,resolved,Callback scheduled for tomorrow,5.0,True
-10712,2024-07-29 09:21:55,12643436251,0,Speak to Agent,6,general,312,7.6,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-10713,2024-07-29 09:25:14,14861574488,4,New Quote,5,general,199,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-10714,2024-07-29 09:27:30,17077032938,4,New Quote,5,general,295,10.3,General coverage question,resolved,Customer requested manager,3.0,True
-10715,2024-07-29 09:33:56,12173045699,3,Policy Changes,6,general,58,9.3,Change coverage level,resolved,Escalated to claims adjuster,5.0,True
-10716,2024-07-29 09:40:51,19960323129,2,Billing & Payments,3,billing,87,6.0,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-10717,2024-07-29 09:45:27,15842104185,0,Speak to Agent,5,general,88,5.0,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,3.0,True
-10718,2024-07-29 09:47:00,18928297002,3,Policy Changes,6,general,54,7.7,Remove vehicle from policy,resolved,Payment processed successfully,3.0,True
-10719,2024-07-29 09:53:54,19092568268,0,Speak to Agent,6,general,321,2.8,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-10720,2024-07-29 10:02:39,19333390864,4,New Quote,5,general,112,10.4,Claim status inquiry,resolved,Payment processed successfully,3.0,True
-10721,2024-07-29 10:13:11,18588405591,2,Billing & Payments,4,billing,205,7.0,Reinstate lapsed policy,resolved,Resolved on first call,4.0,True
-10722,2024-07-29 10:26:31,16730537789,4,New Quote,6,general,50,7.4,Payment not processed,resolved,Payment processed successfully,4.0,True
-10723,2024-07-29 10:33:48,17617024068,2,Billing & Payments,4,billing,166,4.4,Request payment plan,resolved,Escalated to claims adjuster,3.0,True
-10724,2024-07-29 10:37:21,13667638524,2,Billing & Payments,8,billing,122,2.9,Complaint about service,resolved,Customer requested manager,4.0,True
-10725,2024-07-29 10:43:49,15743969453,3,Policy Changes,5,general,92,8.0,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-10726,2024-07-29 10:45:07,15317035485,0,Speak to Agent,6,general,272,10.1,Remove vehicle from policy,resolved,Policy updated per customer request,4.0,True
-10727,2024-07-29 10:50:22,13127282307,2,Billing & Payments,3,billing,44,7.4,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-10728,2024-07-29 10:55:43,12405912788,0,Speak to Agent,6,general,105,9.6,Dispute claim denial,follow_up_needed,Transferred to supervisor,2.0,False
-10729,2024-07-29 11:07:37,14213221658,0,Speak to Agent,5,general,13,9.9,Change coverage level,follow_up_needed,Policy updated per customer request,4.0,False
-10730,2024-07-29 11:14:36,16847471969,0,Speak to Agent,6,general,104,4.6,Request payment plan,transferred,Customer requested manager,3.0,False
-10731,2024-07-29 11:30:28,17452231627,3,Policy Changes,5,general,141,5.0,Filing new auto claim,resolved,Policy updated per customer request,5.0,True
-10732,2024-07-29 11:33:42,17971678238,4,New Quote,5,general,88,4.9,Complaint about service,resolved,Transferred to supervisor,3.0,True
-10733,2024-07-29 11:34:38,15059304100,3,Policy Changes,5,general,22,1.9,Remove vehicle from policy,follow_up_needed,Resolved on first call,4.0,False
-10734,2024-07-29 11:38:33,19743342778,4,New Quote,5,general,62,0.5,Request ID cards,follow_up_needed,Customer disconnected before resolution,3.0,False
-10735,2024-07-29 11:40:26,17291007321,2,Billing & Payments,4,billing,181,3.9,Payment not processed,transferred,"Claim filed, reference number provided",2.0,False
-10736,2024-07-29 11:45:28,13445258231,1,Claims,1,claims,68,7.2,Update payment method,resolved,Escalated to claims adjuster,2.0,True
-10737,2024-07-29 11:59:05,12639607655,3,Policy Changes,6,general,206,10.9,General coverage question,resolved,"Information provided, no action needed",3.0,True
-10738,2024-07-29 11:59:17,16723897137,1,Claims,7,claims,270,8.9,General coverage question,resolved,Policy updated per customer request,4.0,True
-10739,2024-07-29 12:00:55,18976810936,3,Policy Changes,5,general,130,7.0,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-10740,2024-07-29 12:03:34,17825506968,0,Speak to Agent,6,general,120,8.2,Ask about deductible,resolved,"Claim filed, reference number provided",3.0,True
-10741,2024-07-29 12:06:35,12023292614,1,Claims,1,claims,165,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-10742,2024-07-29 12:10:17,15398215398,4,New Quote,6,general,60,11.4,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-10743,2024-07-29 12:21:33,14682918302,1,Claims,7,claims,293,5.3,Claim status inquiry,resolved,"Claim filed, reference number provided",3.0,True
-10744,2024-07-29 12:25:41,13073129233,1,Claims,7,claims,269,4.4,Cancel policy,follow_up_needed,Payment processed successfully,3.0,False
-10745,2024-07-29 12:30:45,14264154573,2,Billing & Payments,3,billing,89,0.0,Change coverage level,abandoned,Customer abandoned,,False
-10746,2024-07-29 12:49:53,14331333339,2,Billing & Payments,4,billing,99,9.1,Dispute claim denial,resolved,Customer disconnected before resolution,4.0,True
-10747,2024-07-29 12:51:46,13572032708,2,Billing & Payments,8,billing,190,4.8,Complaint about service,transferred,"Claim filed, reference number provided",2.0,False
-10748,2024-07-29 13:03:04,13064104947,4,New Quote,5,general,108,6.0,Ask about deductible,resolved,Transferred to supervisor,3.0,True
-10749,2024-07-29 13:03:32,13152337081,1,Claims,7,claims,113,8.6,Payment not processed,resolved,Customer requested manager,4.0,True
-10750,2024-07-29 13:07:24,13514922860,4,New Quote,5,general,115,1.9,Request ID cards,transferred,Customer disconnected before resolution,4.0,False
-10751,2024-07-29 13:08:25,12146153780,0,Speak to Agent,5,general,194,6.2,Update address,resolved,"Information provided, no action needed",3.0,True
-10752,2024-07-29 13:12:28,17899367548,2,Billing & Payments,8,billing,130,0.0,Cancel policy,abandoned,Customer abandoned,,False
-10753,2024-07-29 13:15:59,15124280134,0,Speak to Agent,6,general,248,11.1,Complaint about service,transferred,Resolved on first call,4.0,False
-10754,2024-07-29 13:21:32,17539566179,4,New Quote,5,general,353,9.2,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-10755,2024-07-29 13:29:22,14537048110,1,Claims,1,claims,150,9.9,Add driver to policy,resolved,"Claim filed, reference number provided",4.0,True
-10756,2024-07-29 13:37:47,16798443152,0,Speak to Agent,6,general,0,8.8,Payment not processed,resolved,Customer disconnected before resolution,3.0,True
-10757,2024-07-29 13:40:17,17023444018,0,Speak to Agent,5,general,12,3.2,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-10758,2024-07-29 13:43:38,18899320873,2,Billing & Payments,3,billing,65,8.1,Request proof of insurance,resolved,Customer disconnected before resolution,2.0,True
-10759,2024-07-29 13:53:38,14590572541,1,Claims,2,claims,94,8.5,Change coverage level,follow_up_needed,Resolved on first call,2.0,False
-10760,2024-07-29 14:20:54,15788411679,0,Speak to Agent,6,general,208,9.7,Filing new auto claim,resolved,Customer disconnected before resolution,3.0,True
-10761,2024-07-29 14:35:58,18496056045,2,Billing & Payments,3,billing,167,6.6,General coverage question,resolved,Payment processed successfully,4.0,True
-10762,2024-07-29 14:41:18,17545091721,0,Speak to Agent,5,general,34,6.0,General coverage question,resolved,Customer disconnected before resolution,5.0,True
-10763,2024-07-29 14:42:14,18566982106,1,Claims,1,claims,193,10.0,Remove vehicle from policy,resolved,Resolved on first call,3.0,True
-10764,2024-07-29 14:42:26,18983186229,2,Billing & Payments,3,billing,124,7.2,Cancel policy,resolved,Customer requested manager,4.0,True
-10765,2024-07-29 15:00:37,17052824367,2,Billing & Payments,4,billing,159,8.6,Request payment plan,transferred,Customer requested manager,3.0,False
-10766,2024-07-29 15:02:27,14382391934,0,Speak to Agent,5,general,29,1.7,Cancel policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-10767,2024-07-29 15:16:40,15543660444,1,Claims,2,claims,184,5.1,Request ID cards,resolved,"Information provided, no action needed",3.0,True
-10768,2024-07-29 15:16:42,19430525865,1,Claims,7,claims,108,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-10769,2024-07-29 15:17:08,14107824500,4,New Quote,5,general,136,7.2,Complaint about service,resolved,Policy updated per customer request,4.0,True
-10770,2024-07-29 15:21:24,19975156818,4,New Quote,6,general,0,11.6,Cancel policy,resolved,Policy updated per customer request,3.0,True
-10771,2024-07-29 15:28:06,17251229717,1,Claims,7,claims,158,8.6,General coverage question,resolved,"Claim filed, reference number provided",2.0,True
-10772,2024-07-29 15:35:49,13897162566,2,Billing & Payments,8,billing,1,4.4,Filing new auto claim,resolved,Resolved on first call,3.0,True
-10773,2024-07-29 15:39:42,16445697061,4,New Quote,5,general,247,6.1,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-10774,2024-07-29 15:48:41,12136622799,1,Claims,1,claims,116,10.8,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",3.0,False
-10775,2024-07-29 16:10:59,13005986874,4,New Quote,5,general,38,7.2,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-10776,2024-07-29 16:16:20,14285347537,0,Speak to Agent,5,general,124,5.5,General coverage question,follow_up_needed,Customer requested manager,3.0,False
-10777,2024-07-29 16:25:12,16991834336,0,Speak to Agent,5,general,40,5.4,Dispute claim denial,transferred,Customer requested manager,3.0,False
-10778,2024-07-29 16:35:37,16870060137,3,Policy Changes,6,general,32,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-10779,2024-07-29 16:55:07,17009457445,2,Billing & Payments,8,billing,121,7.4,Request ID cards,resolved,Policy updated per customer request,5.0,True
-10780,2024-07-29 17:13:09,14893125222,4,New Quote,5,general,216,7.7,Ask about discounts,resolved,"Information provided, no action needed",3.0,True
-10781,2024-07-29 17:30:27,15484977288,4,New Quote,5,general,203,4.3,Request proof of insurance,resolved,Payment processed successfully,5.0,True
-10782,2024-07-29 17:41:51,19427708174,1,Claims,1,claims,149,4.4,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-10783,2024-07-29 17:53:53,15412596605,0,Speak to Agent,6,general,158,8.0,Ask about discounts,resolved,Customer requested manager,4.0,True
-10784,2024-07-29 18:07:48,15287863626,3,Policy Changes,5,general,254,4.1,Add driver to policy,follow_up_needed,Transferred to supervisor,3.0,False
-10785,2024-07-29 18:13:07,15093033611,0,Speak to Agent,5,general,90,6.9,Reinstate lapsed policy,transferred,Escalated to claims adjuster,2.0,False
-10786,2024-07-29 18:26:28,15800875419,3,Policy Changes,6,general,184,9.8,Request proof of insurance,resolved,Policy updated per customer request,3.0,True
-10787,2024-07-29 18:29:27,16101909937,2,Billing & Payments,8,billing,0,5.9,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-10788,2024-07-30 07:17:58,15612857664,3,Policy Changes,6,general,100,0.0,Complaint about service,abandoned,Customer abandoned,,False
-10789,2024-07-30 07:36:23,12125372270,3,Policy Changes,6,general,252,7.6,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-10790,2024-07-30 07:43:06,14300146660,2,Billing & Payments,3,billing,33,10.7,Reinstate lapsed policy,follow_up_needed,Transferred to supervisor,3.0,False
-10791,2024-07-30 07:44:28,19057872635,1,Claims,1,claims,231,9.5,Complaint about service,resolved,Transferred to supervisor,4.0,True
-10792,2024-07-30 07:49:14,19362185907,2,Billing & Payments,3,billing,0,4.7,Complaint about service,resolved,Customer disconnected before resolution,4.0,True
-10793,2024-07-30 08:09:27,17829773031,3,Policy Changes,6,general,277,9.2,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-10794,2024-07-30 08:17:06,18384470070,2,Billing & Payments,4,billing,171,4.4,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-10795,2024-07-30 08:27:43,12654168317,0,Speak to Agent,5,general,105,3.4,General coverage question,resolved,"Claim filed, reference number provided",3.0,True
-10796,2024-07-30 08:54:34,12397425823,2,Billing & Payments,4,billing,72,6.5,Reinstate lapsed policy,transferred,Payment processed successfully,4.0,False
-10797,2024-07-30 08:56:20,19810893904,3,Policy Changes,6,general,356,10.6,Ask about discounts,resolved,"Information provided, no action needed",3.0,True
-10798,2024-07-30 09:00:49,16195334249,3,Policy Changes,5,general,0,8.7,Update address,resolved,Customer disconnected before resolution,3.0,True
-10799,2024-07-30 09:01:58,17868690758,2,Billing & Payments,3,billing,167,5.3,Update address,transferred,Payment processed successfully,3.0,False
-10800,2024-07-30 09:06:00,16579719112,1,Claims,1,claims,75,5.0,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-10801,2024-07-30 09:33:08,15713341433,2,Billing & Payments,8,billing,0,9.0,Complaint about service,resolved,"Claim filed, reference number provided",4.0,True
-10802,2024-07-30 09:44:03,18554433859,2,Billing & Payments,8,billing,264,7.3,Change coverage level,resolved,Callback scheduled for tomorrow,3.0,True
-10803,2024-07-30 09:46:51,16271061024,2,Billing & Payments,3,billing,124,1.4,Request payment plan,resolved,Escalated to claims adjuster,3.0,True
-10804,2024-07-30 09:50:48,19880139497,1,Claims,1,claims,231,7.2,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-10805,2024-07-30 09:56:02,16961672789,2,Billing & Payments,4,billing,207,5.8,Payment not processed,follow_up_needed,Resolved on first call,3.0,False
-10806,2024-07-30 09:59:29,16561391951,4,New Quote,5,general,243,5.5,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-10807,2024-07-30 10:00:18,13563293983,3,Policy Changes,5,general,322,0.5,Inquire about premium increase,transferred,Customer disconnected before resolution,3.0,False
-10808,2024-07-30 10:01:57,19976843129,1,Claims,1,claims,205,8.5,Cancel policy,resolved,"Information provided, no action needed",4.0,True
-10809,2024-07-30 10:09:28,18461531416,2,Billing & Payments,4,billing,1,4.1,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-10810,2024-07-30 10:17:22,18556284285,0,Speak to Agent,6,general,96,9.9,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",3.0,False
-10811,2024-07-30 10:21:51,19638984391,4,New Quote,5,general,9,3.7,Reinstate lapsed policy,transferred,Transferred to supervisor,3.0,False
-10812,2024-07-30 10:29:35,17077271271,3,Policy Changes,6,general,81,11.3,Reinstate lapsed policy,resolved,"Information provided, no action needed",3.0,True
-10813,2024-07-30 10:33:16,12969654006,2,Billing & Payments,4,billing,75,9.9,Report accident,follow_up_needed,Escalated to claims adjuster,4.0,False
-10814,2024-07-30 10:33:18,17912697274,0,Speak to Agent,5,general,0,6.9,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-10815,2024-07-30 10:43:19,12449360091,4,New Quote,6,general,119,7.7,Report accident,follow_up_needed,Transferred to supervisor,4.0,False
-10816,2024-07-30 10:49:49,16225506974,4,New Quote,6,general,103,7.3,General coverage question,follow_up_needed,Resolved on first call,4.0,False
-10817,2024-07-30 10:54:53,19528044631,2,Billing & Payments,8,billing,100,3.6,Ask about discounts,follow_up_needed,Transferred to supervisor,3.0,False
-10818,2024-07-30 11:03:57,13394380898,1,Claims,7,claims,0,5.6,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,2.0,False
-10819,2024-07-30 11:10:12,19910001558,4,New Quote,6,general,146,14.1,Filing new auto claim,follow_up_needed,Escalated to claims adjuster,1.0,False
-10820,2024-07-30 11:35:23,18799456640,2,Billing & Payments,8,billing,67,6.6,Payment not processed,resolved,Customer requested manager,5.0,True
-10821,2024-07-30 11:49:17,12233473988,0,Speak to Agent,5,general,84,5.5,Filing new auto claim,resolved,"Claim filed, reference number provided",4.0,True
-10822,2024-07-30 11:50:51,14509960718,4,New Quote,5,general,98,6.5,Dispute claim denial,resolved,"Information provided, no action needed",2.0,True
-10823,2024-07-30 11:51:29,13658979333,4,New Quote,5,general,72,7.9,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",4.0,False
-10824,2024-07-30 11:52:02,12109388337,2,Billing & Payments,4,billing,134,8.7,Dispute claim denial,resolved,Customer requested manager,4.0,True
-10825,2024-07-30 12:36:23,16214998778,0,Speak to Agent,6,general,291,4.8,Cancel policy,resolved,"Information provided, no action needed",4.0,True
-10826,2024-07-30 12:39:23,12664342628,3,Policy Changes,5,general,179,5.1,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-10827,2024-07-30 12:58:29,16850473778,4,New Quote,5,general,102,12.7,Claim status inquiry,resolved,Resolved on first call,4.0,True
-10828,2024-07-30 13:22:05,15197159580,2,Billing & Payments,8,billing,49,0.0,Cancel policy,abandoned,Customer abandoned,,False
-10829,2024-07-30 13:22:17,12687497753,2,Billing & Payments,8,billing,245,4.6,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-10830,2024-07-30 13:28:45,14514783540,3,Policy Changes,6,general,300,5.9,Request ID cards,follow_up_needed,Transferred to supervisor,5.0,False
-10831,2024-07-30 13:44:52,19868329274,0,Speak to Agent,6,general,134,6.1,Ask about deductible,resolved,Customer requested manager,4.0,True
-10832,2024-07-30 13:46:35,18869525291,1,Claims,2,claims,199,7.6,Cancel policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-10833,2024-07-30 14:09:30,19531429222,0,Speak to Agent,5,general,88,3.9,Claim status inquiry,resolved,Customer disconnected before resolution,3.0,True
-10834,2024-07-30 14:35:44,18954906824,2,Billing & Payments,8,billing,343,4.5,Ask about discounts,transferred,Customer requested manager,4.0,False
-10835,2024-07-30 14:42:12,17744611408,0,Speak to Agent,6,general,109,3.6,Request ID cards,transferred,Customer requested manager,1.0,False
-10836,2024-07-30 15:01:15,16362412368,1,Claims,7,claims,76,4.4,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-10837,2024-07-30 15:19:55,16841551615,2,Billing & Payments,4,billing,349,3.5,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-10838,2024-07-30 15:41:24,16061500698,3,Policy Changes,5,general,54,5.6,Ask about discounts,resolved,Callback scheduled for tomorrow,3.0,True
-10839,2024-07-30 15:57:55,18941168089,0,Speak to Agent,6,general,129,7.4,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-10840,2024-07-30 15:59:20,14827684386,1,Claims,2,claims,227,6.6,Inquire about premium increase,resolved,Payment processed successfully,4.0,True
-10841,2024-07-30 16:14:38,19700636103,1,Claims,2,claims,180,9.1,Report accident,transferred,Escalated to claims adjuster,3.0,False
-10842,2024-07-30 16:22:23,18909669097,3,Policy Changes,6,general,66,11.9,Payment not processed,resolved,Escalated to claims adjuster,2.0,True
-10843,2024-07-30 16:28:06,19446707448,2,Billing & Payments,8,billing,101,9.7,Report accident,resolved,"Claim filed, reference number provided",5.0,True
-10844,2024-07-30 16:41:36,14674259658,4,New Quote,5,general,45,3.9,Add driver to policy,resolved,Transferred to supervisor,5.0,True
-10845,2024-07-30 16:43:06,15573431995,2,Billing & Payments,3,billing,156,7.0,Request proof of insurance,follow_up_needed,"Claim filed, reference number provided",3.0,False
-10846,2024-07-30 16:45:44,12686990822,0,Speak to Agent,6,general,42,8.9,Ask about deductible,transferred,Transferred to supervisor,4.0,False
-10847,2024-07-30 16:46:42,14566997301,4,New Quote,6,general,127,11.4,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-10848,2024-07-30 17:06:39,16066049911,4,New Quote,5,general,0,3.0,General coverage question,transferred,Callback scheduled for tomorrow,2.0,False
-10849,2024-07-30 17:14:09,19918421303,0,Speak to Agent,6,general,226,9.2,Request ID cards,resolved,Policy updated per customer request,4.0,True
-10850,2024-07-30 17:37:45,16865526671,2,Billing & Payments,3,billing,81,2.5,Payment not processed,resolved,Resolved on first call,5.0,True
-10851,2024-07-30 17:54:42,13359591853,1,Claims,1,claims,91,13.0,Report accident,resolved,Policy updated per customer request,4.0,True
-10852,2024-07-30 17:55:55,14155075054,4,New Quote,6,general,257,6.7,Change coverage level,resolved,Payment processed successfully,5.0,True
-10853,2024-07-30 18:03:30,19897096591,2,Billing & Payments,4,billing,46,2.0,Payment not processed,transferred,Callback scheduled for tomorrow,2.0,False
-10854,2024-07-30 18:12:51,12172457338,0,Speak to Agent,6,general,229,7.9,Request proof of insurance,resolved,Payment processed successfully,5.0,True
-10855,2024-07-30 18:13:37,13949574033,2,Billing & Payments,8,billing,53,0.5,Update payment method,resolved,Resolved on first call,4.0,True
-10856,2024-07-30 18:15:01,13728419514,1,Claims,7,claims,83,1.0,Payment not processed,follow_up_needed,Escalated to claims adjuster,5.0,False
-10857,2024-07-30 18:19:46,18495889704,4,New Quote,5,general,17,5.5,Request ID cards,follow_up_needed,Resolved on first call,3.0,False
-10858,2024-07-30 18:20:08,13940577498,1,Claims,2,claims,179,9.9,Report accident,resolved,Customer disconnected before resolution,5.0,True
-10859,2024-07-30 18:22:45,12204012511,0,Speak to Agent,5,general,0,5.7,Complaint about service,resolved,Resolved on first call,4.0,True
-10860,2024-07-30 18:33:43,16915448488,1,Claims,7,claims,19,7.6,Add driver to policy,resolved,Payment processed successfully,3.0,True
-10861,2024-07-30 18:49:14,18889400832,1,Claims,1,claims,102,8.4,Filing new auto claim,resolved,Escalated to claims adjuster,5.0,True
-10862,2024-07-31 07:11:25,16114654363,3,Policy Changes,6,general,19,7.5,Request payment plan,follow_up_needed,Customer disconnected before resolution,3.0,False
-10863,2024-07-31 07:26:58,19071943777,4,New Quote,5,general,24,7.7,Request proof of insurance,resolved,Policy updated per customer request,5.0,True
-10864,2024-07-31 07:33:26,14812921480,4,New Quote,5,general,147,6.2,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-10865,2024-07-31 08:33:29,15407391071,2,Billing & Payments,4,billing,56,4.9,Ask about discounts,follow_up_needed,Resolved on first call,3.0,False
-10866,2024-07-31 08:41:19,13174206035,1,Claims,7,claims,87,5.1,Filing new auto claim,resolved,Escalated to claims adjuster,5.0,True
-10867,2024-07-31 08:45:23,17874110657,1,Claims,1,claims,198,0.5,General coverage question,resolved,"Claim filed, reference number provided",5.0,True
-10868,2024-07-31 09:01:47,13091535360,2,Billing & Payments,4,billing,0,7.1,Cancel policy,resolved,Escalated to claims adjuster,1.0,True
-10869,2024-07-31 09:03:55,14498138997,2,Billing & Payments,8,billing,246,8.0,Add driver to policy,resolved,Escalated to claims adjuster,2.0,True
-10870,2024-07-31 09:08:28,18086093715,2,Billing & Payments,8,billing,168,4.4,Inquire about premium increase,resolved,Policy updated per customer request,4.0,True
-10871,2024-07-31 09:12:04,12328348206,4,New Quote,5,general,72,0.0,Request payment plan,abandoned,Customer abandoned,,False
-10872,2024-07-31 09:27:34,18971272693,1,Claims,2,claims,23,10.0,Add driver to policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-10873,2024-07-31 09:53:48,14502293896,2,Billing & Payments,4,billing,160,8.0,General coverage question,resolved,Customer requested manager,3.0,True
-10874,2024-07-31 09:54:17,16187063250,1,Claims,2,claims,113,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-10875,2024-07-31 09:56:31,13964393433,3,Policy Changes,5,general,186,8.5,Update address,follow_up_needed,Customer disconnected before resolution,3.0,False
-10876,2024-07-31 10:04:03,14290917352,0,Speak to Agent,6,general,72,13.8,Report accident,resolved,Transferred to supervisor,5.0,True
-10877,2024-07-31 10:06:36,19588171161,3,Policy Changes,6,general,86,6.3,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-10878,2024-07-31 10:07:53,18968830031,3,Policy Changes,6,general,54,9.0,Ask about discounts,resolved,Customer disconnected before resolution,5.0,True
-10879,2024-07-31 10:13:51,14249735082,4,New Quote,6,general,82,6.5,Report accident,follow_up_needed,Payment processed successfully,4.0,False
-10880,2024-07-31 10:22:24,18753571511,1,Claims,7,claims,258,4.2,Dispute claim denial,resolved,Customer requested manager,3.0,True
-10881,2024-07-31 10:25:09,17108356258,2,Billing & Payments,4,billing,145,10.5,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-10882,2024-07-31 10:38:52,18034681707,0,Speak to Agent,6,general,58,9.8,Update payment method,follow_up_needed,Escalated to claims adjuster,4.0,False
-10883,2024-07-31 10:44:44,19001557810,4,New Quote,6,general,84,9.1,Ask about discounts,resolved,Escalated to claims adjuster,4.0,True
-10884,2024-07-31 10:46:22,18617250745,2,Billing & Payments,8,billing,0,2.1,Reinstate lapsed policy,follow_up_needed,Transferred to supervisor,3.0,False
-10885,2024-07-31 10:52:45,12881421755,0,Speak to Agent,5,general,74,3.1,Cancel policy,resolved,Customer disconnected before resolution,4.0,True
-10886,2024-07-31 10:56:55,17236320619,2,Billing & Payments,3,billing,194,3.7,Update address,transferred,Policy updated per customer request,3.0,False
-10887,2024-07-31 11:02:28,19387949996,0,Speak to Agent,6,general,60,7.7,Update payment method,resolved,Customer requested manager,3.0,True
-10888,2024-07-31 11:04:34,19432024273,4,New Quote,6,general,165,11.2,Add driver to policy,resolved,Resolved on first call,4.0,True
-10889,2024-07-31 11:11:42,13304249081,0,Speak to Agent,6,general,65,8.1,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",4.0,False
-10890,2024-07-31 11:12:15,13211913196,3,Policy Changes,6,general,0,13.9,Report accident,resolved,Escalated to claims adjuster,4.0,True
-10891,2024-07-31 11:16:14,15654713961,3,Policy Changes,5,general,117,5.5,Request payment plan,resolved,Payment processed successfully,5.0,True
-10892,2024-07-31 11:17:40,18393589378,0,Speak to Agent,5,general,125,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-10893,2024-07-31 11:24:33,18348797864,1,Claims,1,claims,147,7.0,Change coverage level,resolved,Customer disconnected before resolution,3.0,True
-10894,2024-07-31 11:26:39,19363917817,2,Billing & Payments,4,billing,255,5.7,Cancel policy,follow_up_needed,Payment processed successfully,3.0,False
-10895,2024-07-31 11:27:28,14390900319,1,Claims,2,claims,194,9.6,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-10896,2024-07-31 11:32:40,15176541011,4,New Quote,6,general,72,7.7,Ask about discounts,resolved,Payment processed successfully,3.0,True
-10897,2024-07-31 11:54:39,19758516478,4,New Quote,5,general,211,5.9,Report accident,follow_up_needed,Escalated to claims adjuster,3.0,False
-10898,2024-07-31 12:01:04,12589415207,3,Policy Changes,6,general,269,6.2,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-10899,2024-07-31 12:26:39,13735037862,2,Billing & Payments,4,billing,135,9.8,Ask about deductible,follow_up_needed,Resolved on first call,4.0,False
-10900,2024-07-31 12:36:12,13513422647,1,Claims,2,claims,135,4.2,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-10901,2024-07-31 12:36:57,18936988637,3,Policy Changes,6,general,25,9.6,Filing new auto claim,follow_up_needed,"Information provided, no action needed",4.0,False
-10902,2024-07-31 13:41:41,18756016843,4,New Quote,6,general,20,13.0,Claim status inquiry,resolved,Payment processed successfully,4.0,True
-10903,2024-07-31 13:49:58,19065162263,3,Policy Changes,5,general,255,4.9,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-10904,2024-07-31 14:10:32,12988845067,2,Billing & Payments,4,billing,354,7.2,Report accident,follow_up_needed,Customer disconnected before resolution,2.0,False
-10905,2024-07-31 14:13:51,12763868711,0,Speak to Agent,6,general,168,10.1,Request ID cards,transferred,Escalated to claims adjuster,3.0,False
-10906,2024-07-31 14:17:17,12901242562,3,Policy Changes,6,general,185,9.4,Ask about deductible,resolved,Callback scheduled for tomorrow,3.0,True
-10907,2024-07-31 15:15:02,18501880910,2,Billing & Payments,8,billing,88,8.3,Request ID cards,resolved,"Information provided, no action needed",5.0,True
-10908,2024-07-31 15:16:36,14548318195,3,Policy Changes,6,general,202,6.3,Request proof of insurance,resolved,Policy updated per customer request,5.0,True
-10909,2024-07-31 15:17:20,18558337889,1,Claims,1,claims,206,9.7,Add driver to policy,transferred,Escalated to claims adjuster,4.0,False
-10910,2024-07-31 15:22:29,13964123457,2,Billing & Payments,3,billing,190,3.9,General coverage question,resolved,Customer disconnected before resolution,5.0,True
-10911,2024-07-31 15:29:29,14787287138,0,Speak to Agent,5,general,81,6.6,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-10912,2024-07-31 15:30:42,17806709221,4,New Quote,6,general,87,0.0,Report accident,abandoned,Customer abandoned,,False
-10913,2024-07-31 15:37:58,14210883484,2,Billing & Payments,4,billing,93,6.0,Request payment plan,follow_up_needed,Transferred to supervisor,4.0,False
-10914,2024-07-31 15:50:58,12174425970,1,Claims,2,claims,235,6.1,Request ID cards,follow_up_needed,"Information provided, no action needed",4.0,False
-10915,2024-07-31 15:57:22,19473536308,4,New Quote,5,general,98,8.1,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-10916,2024-07-31 16:14:31,13470075176,1,Claims,7,claims,200,8.1,Ask about discounts,follow_up_needed,Customer requested manager,2.0,False
-10917,2024-07-31 16:27:59,18334608408,1,Claims,7,claims,105,2.5,Update address,resolved,Resolved on first call,3.0,True
-10918,2024-07-31 16:30:39,18060801990,0,Speak to Agent,5,general,103,0.0,Report accident,abandoned,Customer abandoned,,False
-10919,2024-07-31 16:38:01,17070011843,1,Claims,1,claims,373,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-10920,2024-07-31 16:43:27,14143807357,3,Policy Changes,6,general,277,4.8,Complaint about service,resolved,Policy updated per customer request,5.0,True
-10921,2024-07-31 16:45:59,13849645625,1,Claims,2,claims,122,8.3,Report accident,resolved,Payment processed successfully,5.0,True
-10922,2024-07-31 16:47:00,12368340129,0,Speak to Agent,6,general,64,10.3,Report accident,transferred,Escalated to claims adjuster,3.0,False
-10923,2024-07-31 16:50:21,18035310098,0,Speak to Agent,5,general,67,6.1,Inquire about premium increase,resolved,"Claim filed, reference number provided",4.0,True
-10924,2024-07-31 17:09:05,14682133386,2,Billing & Payments,3,billing,217,6.4,Report accident,resolved,Policy updated per customer request,4.0,True
-10925,2024-07-31 17:11:29,13437546151,3,Policy Changes,6,general,86,5.4,General coverage question,resolved,Callback scheduled for tomorrow,5.0,True
-10926,2024-07-31 17:15:46,16468195285,1,Claims,7,claims,99,7.2,Cancel policy,transferred,"Information provided, no action needed",3.0,False
-10927,2024-07-31 18:03:43,14822761530,0,Speak to Agent,6,general,36,10.7,Update address,resolved,Customer disconnected before resolution,4.0,True
-10928,2024-07-31 18:19:23,18473970584,3,Policy Changes,6,general,30,9.7,Cancel policy,resolved,Policy updated per customer request,2.0,True
-10929,2024-07-31 18:35:09,16351350455,2,Billing & Payments,4,billing,72,6.8,Request ID cards,resolved,Customer requested manager,4.0,True
-10930,2024-08-01 07:03:27,14208687331,1,Claims,1,claims,217,8.3,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,3.0,True
-10931,2024-08-01 07:17:57,16255338425,0,Speak to Agent,5,general,122,3.2,Ask about deductible,resolved,Resolved on first call,5.0,True
-10932,2024-08-01 07:21:28,15026769813,1,Claims,2,claims,73,0.0,Change coverage level,abandoned,Customer abandoned,,False
-10933,2024-08-01 07:30:10,14804034976,2,Billing & Payments,8,billing,85,0.0,Update address,abandoned,Customer abandoned,,False
-10934,2024-08-01 07:32:33,14781858132,4,New Quote,5,general,12,0.9,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-10935,2024-08-01 08:40:38,16796535512,2,Billing & Payments,3,billing,0,1.1,Ask about discounts,resolved,Policy updated per customer request,3.0,True
-10936,2024-08-01 08:43:46,18290106177,3,Policy Changes,5,general,0,7.0,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-10937,2024-08-01 08:54:05,17436851411,4,New Quote,6,general,163,9.1,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-10938,2024-08-01 09:01:59,18762918883,4,New Quote,6,general,296,9.4,Add driver to policy,follow_up_needed,"Information provided, no action needed",3.0,False
-10939,2024-08-01 09:08:53,12235794872,4,New Quote,5,general,69,10.0,Update address,follow_up_needed,Customer requested manager,4.0,False
-10940,2024-08-01 09:12:27,13926354974,1,Claims,2,claims,66,11.7,Remove vehicle from policy,follow_up_needed,Policy updated per customer request,2.0,False
-10941,2024-08-01 09:27:46,17816792054,1,Claims,7,claims,150,4.1,Ask about discounts,resolved,Transferred to supervisor,5.0,True
-10942,2024-08-01 09:28:49,14656117237,0,Speak to Agent,6,general,11,7.1,Remove vehicle from policy,transferred,Payment processed successfully,2.0,False
-10943,2024-08-01 09:32:43,15388525357,2,Billing & Payments,3,billing,109,4.1,Change coverage level,resolved,Customer requested manager,4.0,True
-10944,2024-08-01 09:33:02,18446545893,0,Speak to Agent,6,general,143,12.0,Update address,follow_up_needed,Customer disconnected before resolution,3.0,False
-10945,2024-08-01 09:39:11,13491886379,1,Claims,7,claims,192,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-10946,2024-08-01 09:46:48,15862124097,3,Policy Changes,5,general,84,4.4,Update address,resolved,Policy updated per customer request,3.0,True
-10947,2024-08-01 09:48:09,14697750117,1,Claims,1,claims,41,5.7,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-10948,2024-08-01 09:52:28,14019490324,3,Policy Changes,5,general,115,5.8,Request proof of insurance,resolved,"Information provided, no action needed",2.0,True
-10949,2024-08-01 09:52:43,13393483308,0,Speak to Agent,5,general,189,3.7,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-10950,2024-08-01 10:17:45,16287107136,0,Speak to Agent,5,general,143,5.0,Cancel policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-10951,2024-08-01 10:30:27,13865370551,3,Policy Changes,5,general,148,3.9,Ask about discounts,follow_up_needed,Resolved on first call,4.0,False
-10952,2024-08-01 10:48:05,13052126122,4,New Quote,5,general,52,8.8,Change coverage level,follow_up_needed,Transferred to supervisor,5.0,False
-10953,2024-08-01 10:49:16,18296028169,1,Claims,7,claims,54,2.3,Cancel policy,resolved,Resolved on first call,5.0,True
-10954,2024-08-01 10:53:53,19650082627,0,Speak to Agent,5,general,25,5.8,Ask about discounts,follow_up_needed,"Claim filed, reference number provided",3.0,False
-10955,2024-08-01 10:56:38,12419418707,2,Billing & Payments,8,billing,68,5.8,General coverage question,resolved,Payment processed successfully,3.0,True
-10956,2024-08-01 10:57:11,18386422498,2,Billing & Payments,8,billing,195,3.9,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",5.0,False
-10957,2024-08-01 11:01:28,17652307788,3,Policy Changes,6,general,124,9.6,Inquire about premium increase,follow_up_needed,Customer disconnected before resolution,3.0,False
-10958,2024-08-01 11:10:57,16871491358,3,Policy Changes,5,general,149,4.8,Cancel policy,resolved,Callback scheduled for tomorrow,4.0,True
-10959,2024-08-01 11:35:28,13482336863,1,Claims,1,claims,180,8.9,Dispute claim denial,resolved,Resolved on first call,4.0,True
-10960,2024-08-01 11:35:45,17388355757,0,Speak to Agent,6,general,99,8.2,Update payment method,transferred,Policy updated per customer request,3.0,False
-10961,2024-08-01 11:36:19,17004322813,4,New Quote,5,general,151,0.5,Report accident,resolved,Transferred to supervisor,4.0,True
-10962,2024-08-01 11:39:18,15061457845,1,Claims,1,claims,85,10.8,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-10963,2024-08-01 11:49:46,13329286391,3,Policy Changes,5,general,84,7.5,Filing new auto claim,resolved,Customer requested manager,4.0,True
-10964,2024-08-01 11:53:49,19089195596,3,Policy Changes,6,general,0,5.7,Payment not processed,follow_up_needed,Payment processed successfully,3.0,False
-10965,2024-08-01 11:56:45,12061773167,0,Speak to Agent,5,general,290,0.5,Filing new auto claim,resolved,Customer requested manager,4.0,True
-10966,2024-08-01 12:03:42,13142230226,0,Speak to Agent,6,general,109,9.6,Inquire about premium increase,resolved,Customer disconnected before resolution,2.0,True
-10967,2024-08-01 12:06:12,16812688502,3,Policy Changes,6,general,27,6.1,Request proof of insurance,resolved,Customer requested manager,5.0,True
-10968,2024-08-01 12:26:47,12435229620,0,Speak to Agent,6,general,149,5.2,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-10969,2024-08-01 12:27:35,17826586753,4,New Quote,5,general,84,0.0,Request ID cards,abandoned,Customer abandoned,,False
-10970,2024-08-01 12:33:56,19648588501,2,Billing & Payments,3,billing,94,3.6,Report accident,transferred,Callback scheduled for tomorrow,5.0,False
-10971,2024-08-01 12:47:01,13055749784,3,Policy Changes,5,general,146,8.5,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-10972,2024-08-01 13:07:50,19821982940,2,Billing & Payments,8,billing,118,4.7,Complaint about service,transferred,Transferred to supervisor,4.0,False
-10973,2024-08-01 13:47:07,14054373020,2,Billing & Payments,3,billing,233,3.5,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",5.0,True
-10974,2024-08-01 14:13:33,16642721094,0,Speak to Agent,6,general,49,5.7,Remove vehicle from policy,resolved,Customer disconnected before resolution,3.0,True
-10975,2024-08-01 14:21:28,18874250437,1,Claims,7,claims,100,8.8,Complaint about service,resolved,Policy updated per customer request,3.0,True
-10976,2024-08-01 14:29:08,18113403420,2,Billing & Payments,3,billing,160,3.9,Ask about deductible,resolved,"Information provided, no action needed",3.0,True
-10977,2024-08-01 14:31:18,14494549401,3,Policy Changes,6,general,147,9.9,Cancel policy,resolved,Policy updated per customer request,5.0,True
-10978,2024-08-01 14:33:20,16568230562,3,Policy Changes,5,general,76,5.0,Update address,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-10979,2024-08-01 14:35:57,18951597944,4,New Quote,6,general,101,6.9,Update address,follow_up_needed,Payment processed successfully,4.0,False
-10980,2024-08-01 14:49:13,19943716817,2,Billing & Payments,3,billing,0,9.5,Filing new auto claim,follow_up_needed,Transferred to supervisor,1.0,False
-10981,2024-08-01 14:50:06,15527634706,4,New Quote,5,general,137,6.0,Filing new auto claim,follow_up_needed,Escalated to claims adjuster,2.0,False
-10982,2024-08-01 14:57:54,14306160333,1,Claims,7,claims,139,4.1,Update address,resolved,Callback scheduled for tomorrow,4.0,True
-10983,2024-08-01 14:59:50,14608107035,4,New Quote,6,general,60,8.9,Request payment plan,resolved,"Information provided, no action needed",4.0,True
-10984,2024-08-01 15:02:34,16415797993,1,Claims,2,claims,10,7.0,Remove vehicle from policy,follow_up_needed,Customer requested manager,4.0,False
-10985,2024-08-01 15:10:03,13482746577,4,New Quote,5,general,30,5.5,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-10986,2024-08-01 15:24:06,15204951660,3,Policy Changes,5,general,140,8.7,Cancel policy,resolved,Policy updated per customer request,5.0,True
-10987,2024-08-01 15:27:27,19162538908,4,New Quote,5,general,10,5.4,Payment not processed,resolved,Resolved on first call,3.0,True
-10988,2024-08-01 15:29:47,14286155011,3,Policy Changes,6,general,89,8.7,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-10989,2024-08-01 15:35:05,18006082314,0,Speak to Agent,5,general,40,3.9,Remove vehicle from policy,resolved,Customer disconnected before resolution,5.0,True
-10990,2024-08-01 16:01:20,17547556627,1,Claims,2,claims,196,11.5,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-10991,2024-08-01 16:13:02,19981202811,4,New Quote,5,general,0,4.5,Request ID cards,resolved,Customer disconnected before resolution,5.0,True
-10992,2024-08-01 16:24:50,12436373792,2,Billing & Payments,4,billing,26,6.5,Request ID cards,follow_up_needed,"Claim filed, reference number provided",4.0,False
-10993,2024-08-01 16:25:20,16189916336,4,New Quote,6,general,111,8.5,Request proof of insurance,resolved,Policy updated per customer request,4.0,True
-10994,2024-08-01 16:33:58,19875397504,3,Policy Changes,5,general,74,1.7,Change coverage level,transferred,Customer disconnected before resolution,3.0,False
-10995,2024-08-01 16:41:19,17008682029,3,Policy Changes,6,general,196,8.5,Dispute claim denial,transferred,Callback scheduled for tomorrow,4.0,False
-10996,2024-08-01 16:54:13,14444031513,0,Speak to Agent,5,general,325,4.8,Request ID cards,follow_up_needed,Customer requested manager,4.0,False
-10997,2024-08-01 17:16:49,17171003193,4,New Quote,5,general,140,0.0,Payment not processed,abandoned,Customer abandoned,,False
-10998,2024-08-01 17:57:39,17075481397,0,Speak to Agent,6,general,182,7.0,Complaint about service,resolved,Transferred to supervisor,4.0,True
-10999,2024-08-01 18:03:00,15262333860,0,Speak to Agent,5,general,109,8.3,Ask about deductible,follow_up_needed,Transferred to supervisor,4.0,False
-11000,2024-08-01 18:23:17,14465284228,0,Speak to Agent,6,general,151,6.6,Remove vehicle from policy,resolved,Escalated to claims adjuster,4.0,True
-11001,2024-08-01 18:35:25,12125500218,3,Policy Changes,5,general,221,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-11002,2024-08-01 18:43:52,16072509846,4,New Quote,5,general,102,7.4,Request proof of insurance,transferred,Escalated to claims adjuster,2.0,False
-11003,2024-08-01 18:49:26,14969668052,2,Billing & Payments,4,billing,66,5.5,Ask about deductible,resolved,"Claim filed, reference number provided",3.0,True
-11004,2024-08-02 07:00:46,18058394597,4,New Quote,6,general,172,10.1,Inquire about premium increase,resolved,Callback scheduled for tomorrow,5.0,True
-11005,2024-08-02 07:07:37,16589270182,0,Speak to Agent,5,general,175,8.3,Claim status inquiry,resolved,"Claim filed, reference number provided",2.0,True
-11006,2024-08-02 07:35:19,12613062869,4,New Quote,6,general,123,7.0,Request proof of insurance,transferred,Customer disconnected before resolution,2.0,False
-11007,2024-08-02 07:41:59,16193073239,0,Speak to Agent,5,general,13,4.1,Dispute claim denial,resolved,Payment processed successfully,5.0,True
-11008,2024-08-02 07:54:58,18035300694,4,New Quote,6,general,120,5.3,Update payment method,follow_up_needed,Payment processed successfully,4.0,False
-11009,2024-08-02 08:19:36,14453161445,0,Speak to Agent,5,general,170,5.7,General coverage question,follow_up_needed,Transferred to supervisor,2.0,False
-11010,2024-08-02 08:20:46,19487899828,1,Claims,1,claims,39,6.5,Request ID cards,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-11011,2024-08-02 09:38:02,18207304163,3,Policy Changes,5,general,112,2.6,Report accident,transferred,Customer requested manager,3.0,False
-11012,2024-08-02 09:45:54,14125161582,1,Claims,2,claims,255,10.1,Inquire about premium increase,resolved,Payment processed successfully,3.0,True
-11013,2024-08-02 09:54:11,13244196535,4,New Quote,6,general,115,6.5,Complaint about service,resolved,Transferred to supervisor,5.0,True
-11014,2024-08-02 09:54:24,17281155846,4,New Quote,6,general,145,11.9,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-11015,2024-08-02 10:02:43,12554976571,1,Claims,1,claims,46,0.0,Update payment method,abandoned,Customer abandoned,,False
-11016,2024-08-02 10:27:26,13364019213,0,Speak to Agent,6,general,172,9.5,Inquire about premium increase,resolved,Transferred to supervisor,5.0,True
-11017,2024-08-02 11:13:38,16687758439,1,Claims,1,claims,90,6.7,Inquire about premium increase,resolved,Resolved on first call,4.0,True
-11018,2024-08-02 11:33:45,13655878516,3,Policy Changes,5,general,204,7.5,Report accident,follow_up_needed,Policy updated per customer request,1.0,False
-11019,2024-08-02 11:42:04,17052206938,0,Speak to Agent,6,general,85,7.4,General coverage question,resolved,"Information provided, no action needed",4.0,True
-11020,2024-08-02 12:03:21,19454411704,0,Speak to Agent,6,general,24,9.9,Report accident,transferred,"Claim filed, reference number provided",4.0,False
-11021,2024-08-02 12:17:58,18824610226,2,Billing & Payments,4,billing,204,0.5,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-11022,2024-08-02 12:18:52,16917758874,0,Speak to Agent,6,general,179,6.2,Dispute claim denial,resolved,Customer requested manager,3.0,True
-11023,2024-08-02 12:38:36,16396209078,1,Claims,7,claims,150,6.7,Ask about discounts,transferred,Customer disconnected before resolution,1.0,False
-11024,2024-08-02 12:46:31,19457065518,2,Billing & Payments,8,billing,81,5.2,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",3.0,False
-11025,2024-08-02 12:57:48,14160999771,3,Policy Changes,5,general,14,1.2,General coverage question,follow_up_needed,Policy updated per customer request,3.0,False
-11026,2024-08-02 13:25:18,18112073762,2,Billing & Payments,8,billing,226,3.3,Dispute claim denial,transferred,Policy updated per customer request,2.0,False
-11027,2024-08-02 13:38:55,14828064328,1,Claims,2,claims,21,8.1,Request payment plan,resolved,Callback scheduled for tomorrow,2.0,True
-11028,2024-08-02 13:46:45,14583138355,0,Speak to Agent,5,general,324,4.7,Reinstate lapsed policy,resolved,Policy updated per customer request,4.0,True
-11029,2024-08-02 14:09:24,19302365619,1,Claims,1,claims,334,2.9,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-11030,2024-08-02 14:47:40,19969246946,4,New Quote,5,general,227,6.2,Add driver to policy,resolved,Customer requested manager,3.0,True
-11031,2024-08-02 14:51:32,13182566869,2,Billing & Payments,4,billing,141,6.6,Request payment plan,resolved,Customer requested manager,5.0,True
-11032,2024-08-02 15:08:01,13035540151,0,Speak to Agent,5,general,116,0.5,Payment not processed,follow_up_needed,Payment processed successfully,2.0,False
-11033,2024-08-02 15:15:09,16633001467,0,Speak to Agent,5,general,151,2.6,Update address,resolved,Resolved on first call,3.0,True
-11034,2024-08-02 15:49:08,18938539306,4,New Quote,6,general,0,8.4,Ask about deductible,follow_up_needed,Resolved on first call,2.0,False
-11035,2024-08-02 15:52:13,17698218246,0,Speak to Agent,6,general,63,7.6,Inquire about premium increase,resolved,Customer requested manager,5.0,True
-11036,2024-08-02 16:28:34,12287133667,3,Policy Changes,6,general,108,1.4,Payment not processed,resolved,Customer disconnected before resolution,5.0,True
-11037,2024-08-02 16:57:23,13744630000,2,Billing & Payments,3,billing,182,0.0,Change coverage level,abandoned,Customer abandoned,,False
-11038,2024-08-02 17:16:03,12265493702,1,Claims,2,claims,138,9.3,Ask about deductible,resolved,Payment processed successfully,5.0,True
-11039,2024-08-02 17:34:04,17961647144,1,Claims,2,claims,192,9.4,Reinstate lapsed policy,transferred,Transferred to supervisor,3.0,False
-11040,2024-08-02 18:08:15,13389175798,2,Billing & Payments,8,billing,100,6.7,Filing new auto claim,follow_up_needed,Payment processed successfully,2.0,False
-11041,2024-08-02 18:13:13,18282513942,1,Claims,7,claims,114,7.5,Request proof of insurance,resolved,Payment processed successfully,3.0,True
-11042,2024-08-02 18:16:16,13272133207,1,Claims,1,claims,71,9.2,General coverage question,resolved,Payment processed successfully,3.0,True
-11043,2024-08-02 18:28:55,16081092369,2,Billing & Payments,8,billing,182,2.3,Filing new auto claim,transferred,Policy updated per customer request,2.0,False
-11044,2024-08-02 18:29:09,16681530809,1,Claims,1,claims,147,4.0,Update address,transferred,Escalated to claims adjuster,3.0,False
-11045,2024-08-02 18:40:55,18778154684,4,New Quote,5,general,169,2.1,Update address,resolved,Resolved on first call,3.0,True
-11046,2024-08-02 18:58:50,13389042067,0,Speak to Agent,6,general,78,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-11047,2024-08-03 09:06:14,19483281043,4,New Quote,5,general,1,8.9,Dispute claim denial,resolved,"Information provided, no action needed",2.0,True
-11048,2024-08-03 09:18:54,17329136464,3,Policy Changes,6,general,0,8.8,Ask about deductible,resolved,Customer requested manager,4.0,True
-11049,2024-08-03 09:20:15,18413307220,4,New Quote,6,general,119,8.4,General coverage question,resolved,Payment processed successfully,4.0,True
-11050,2024-08-03 09:28:57,19615633039,3,Policy Changes,6,general,116,9.9,Request proof of insurance,resolved,"Information provided, no action needed",4.0,True
-11051,2024-08-03 09:32:48,14393430177,4,New Quote,5,general,403,7.2,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-11052,2024-08-03 09:38:27,19603190880,1,Claims,1,claims,143,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-11053,2024-08-03 09:45:08,13691189851,3,Policy Changes,5,general,161,10.1,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",3.0,False
-11054,2024-08-03 10:03:07,17670313726,3,Policy Changes,6,general,139,11.2,Report accident,resolved,Policy updated per customer request,4.0,True
-11055,2024-08-03 10:20:23,13765813164,4,New Quote,6,general,93,8.0,Cancel policy,resolved,Transferred to supervisor,2.0,True
-11056,2024-08-03 10:22:09,14584052963,1,Claims,1,claims,100,3.4,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",3.0,False
-11057,2024-08-03 10:32:16,13951465909,2,Billing & Payments,8,billing,123,7.3,General coverage question,follow_up_needed,Payment processed successfully,4.0,False
-11058,2024-08-03 10:36:06,12107551034,3,Policy Changes,5,general,173,10.6,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-11059,2024-08-03 10:39:47,17133825796,3,Policy Changes,6,general,87,5.9,Cancel policy,resolved,"Information provided, no action needed",3.0,True
-11060,2024-08-03 10:45:37,17666911140,2,Billing & Payments,4,billing,126,2.9,Ask about deductible,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-11061,2024-08-03 10:55:06,17023205018,3,Policy Changes,6,general,154,5.9,Claim status inquiry,resolved,Callback scheduled for tomorrow,5.0,True
-11062,2024-08-03 11:03:33,15337818640,4,New Quote,6,general,5,13.6,Report accident,follow_up_needed,"Claim filed, reference number provided",3.0,False
-11063,2024-08-03 11:04:33,19491092606,0,Speak to Agent,5,general,185,7.3,Update payment method,follow_up_needed,"Information provided, no action needed",3.0,False
-11064,2024-08-03 11:09:27,12587505530,4,New Quote,6,general,240,8.1,Report accident,follow_up_needed,Customer disconnected before resolution,3.0,False
-11065,2024-08-03 11:13:26,17371161540,1,Claims,2,claims,237,13.8,Payment not processed,transferred,Customer disconnected before resolution,2.0,False
-11066,2024-08-03 11:31:08,13407831399,1,Claims,1,claims,121,10.6,Remove vehicle from policy,follow_up_needed,"Information provided, no action needed",2.0,False
-11067,2024-08-03 11:48:41,18080743960,0,Speak to Agent,5,general,126,4.2,Reinstate lapsed policy,resolved,Transferred to supervisor,3.0,True
-11068,2024-08-03 11:52:03,12883501128,2,Billing & Payments,4,billing,202,3.5,Inquire about premium increase,follow_up_needed,Customer requested manager,2.0,False
-11069,2024-08-03 11:55:03,14397244751,3,Policy Changes,6,general,63,6.4,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-11070,2024-08-03 12:07:22,18021729100,1,Claims,1,claims,98,4.2,Update payment method,resolved,Resolved on first call,5.0,True
-11071,2024-08-03 12:10:08,12150563590,4,New Quote,6,general,156,0.0,Request payment plan,abandoned,Customer abandoned,,False
-11072,2024-08-03 12:14:56,13140075714,3,Policy Changes,5,general,243,6.0,Reinstate lapsed policy,transferred,Customer disconnected before resolution,1.0,False
-11073,2024-08-03 12:23:14,14894136375,2,Billing & Payments,4,billing,6,4.8,Ask about deductible,resolved,"Information provided, no action needed",5.0,True
-11074,2024-08-03 12:30:26,17639239964,1,Claims,2,claims,151,4.2,Reinstate lapsed policy,transferred,Transferred to supervisor,3.0,False
-11075,2024-08-03 12:31:07,15401323532,1,Claims,1,claims,0,5.3,Request ID cards,follow_up_needed,Payment processed successfully,4.0,False
-11076,2024-08-03 12:31:34,17616309294,2,Billing & Payments,4,billing,74,4.6,Ask about deductible,resolved,Customer disconnected before resolution,5.0,True
-11077,2024-08-03 12:41:49,17538957791,0,Speak to Agent,6,general,190,11.4,Claim status inquiry,resolved,Escalated to claims adjuster,5.0,True
-11078,2024-08-03 12:46:08,19533192357,3,Policy Changes,5,general,0,10.2,Complaint about service,resolved,"Claim filed, reference number provided",4.0,True
-11079,2024-08-03 12:54:24,19849503875,0,Speak to Agent,5,general,243,9.4,Ask about discounts,resolved,Policy updated per customer request,3.0,True
-11080,2024-08-05 07:02:18,14419552238,4,New Quote,5,general,207,5.9,Request ID cards,resolved,Customer disconnected before resolution,5.0,True
-11081,2024-08-05 07:03:28,17035510608,2,Billing & Payments,3,billing,208,2.0,Claim status inquiry,resolved,"Information provided, no action needed",3.0,True
-11082,2024-08-05 07:09:13,15381815916,2,Billing & Payments,4,billing,86,7.9,Request payment plan,follow_up_needed,Customer requested manager,2.0,False
-11083,2024-08-05 07:10:55,14912369669,4,New Quote,6,general,215,5.5,Filing new auto claim,resolved,Payment processed successfully,5.0,True
-11084,2024-08-05 07:15:48,18809548757,1,Claims,1,claims,14,3.2,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-11085,2024-08-05 07:31:32,18412961744,3,Policy Changes,5,general,140,7.5,Request ID cards,resolved,Payment processed successfully,5.0,True
-11086,2024-08-05 07:53:53,16144751971,0,Speak to Agent,6,general,78,11.5,Change coverage level,resolved,Callback scheduled for tomorrow,3.0,True
-11087,2024-08-05 08:24:20,12153648441,4,New Quote,6,general,70,8.4,Reinstate lapsed policy,resolved,Resolved on first call,4.0,True
-11088,2024-08-05 08:29:43,16939116395,1,Claims,7,claims,221,4.7,Filing new auto claim,follow_up_needed,Resolved on first call,4.0,False
-11089,2024-08-05 09:05:40,13358540771,1,Claims,7,claims,35,5.3,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-11090,2024-08-05 09:06:14,12115321828,0,Speak to Agent,5,general,182,4.6,Ask about discounts,follow_up_needed,"Claim filed, reference number provided",2.0,False
-11091,2024-08-05 09:07:32,14513488145,4,New Quote,5,general,186,5.0,Reinstate lapsed policy,resolved,Policy updated per customer request,4.0,True
-11092,2024-08-05 09:12:15,18498543552,4,New Quote,5,general,212,9.3,Request ID cards,resolved,Callback scheduled for tomorrow,3.0,True
-11093,2024-08-05 09:13:49,12592904530,2,Billing & Payments,3,billing,48,5.4,Ask about discounts,resolved,Payment processed successfully,3.0,True
-11094,2024-08-05 09:32:20,13770284774,0,Speak to Agent,6,general,77,8.0,Update payment method,resolved,Transferred to supervisor,4.0,True
-11095,2024-08-05 09:41:59,12269778344,4,New Quote,6,general,103,4.5,Dispute claim denial,resolved,Escalated to claims adjuster,3.0,True
-11096,2024-08-05 09:42:14,16868325250,3,Policy Changes,5,general,0,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-11097,2024-08-05 09:52:33,18017740645,4,New Quote,6,general,118,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-11098,2024-08-05 09:53:22,16116288876,3,Policy Changes,5,general,102,8.5,Ask about discounts,follow_up_needed,Transferred to supervisor,3.0,False
-11099,2024-08-05 09:58:19,15466598218,0,Speak to Agent,5,general,310,0.0,Request payment plan,abandoned,Customer abandoned,,False
-11100,2024-08-05 10:05:39,16325363015,4,New Quote,6,general,93,1.2,Add driver to policy,follow_up_needed,Transferred to supervisor,1.0,False
-11101,2024-08-05 10:15:19,19743758904,0,Speak to Agent,5,general,143,10.3,Request proof of insurance,resolved,Payment processed successfully,4.0,True
-11102,2024-08-05 10:15:30,16264336375,1,Claims,1,claims,138,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-11103,2024-08-05 10:19:37,12381162562,4,New Quote,5,general,33,2.5,Ask about deductible,resolved,Resolved on first call,3.0,True
-11104,2024-08-05 10:20:00,17085534706,2,Billing & Payments,3,billing,98,3.6,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-11105,2024-08-05 10:31:44,15085021753,0,Speak to Agent,5,general,273,5.5,Request proof of insurance,follow_up_needed,"Claim filed, reference number provided",4.0,False
-11106,2024-08-05 10:35:14,19242027791,1,Claims,7,claims,39,2.8,Request proof of insurance,transferred,Resolved on first call,4.0,False
-11107,2024-08-05 10:37:57,16648912435,3,Policy Changes,6,general,315,5.8,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",4.0,False
-11108,2024-08-05 10:41:29,16654987056,2,Billing & Payments,3,billing,0,5.6,Report accident,resolved,"Information provided, no action needed",4.0,True
-11109,2024-08-05 10:48:44,12473946048,1,Claims,1,claims,63,4.4,Filing new auto claim,resolved,Callback scheduled for tomorrow,2.0,True
-11110,2024-08-05 10:52:28,14324119029,4,New Quote,6,general,82,9.7,Inquire about premium increase,resolved,"Information provided, no action needed",5.0,True
-11111,2024-08-05 10:56:52,12079848878,1,Claims,1,claims,94,4.1,Reinstate lapsed policy,resolved,Policy updated per customer request,3.0,True
-11112,2024-08-05 11:07:21,19889356801,1,Claims,1,claims,127,5.7,Dispute claim denial,transferred,Customer requested manager,4.0,False
-11113,2024-08-05 11:10:19,15516007651,2,Billing & Payments,4,billing,196,7.8,Claim status inquiry,transferred,Resolved on first call,3.0,False
-11114,2024-08-05 11:24:43,14991077881,2,Billing & Payments,8,billing,0,2.8,Ask about deductible,resolved,Customer requested manager,4.0,True
-11115,2024-08-05 11:25:16,17389698426,0,Speak to Agent,6,general,31,8.1,Payment not processed,resolved,Customer requested manager,3.0,True
-11116,2024-08-05 11:29:26,15960030703,2,Billing & Payments,3,billing,177,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-11117,2024-08-05 11:34:22,16671728042,3,Policy Changes,6,general,50,10.6,Remove vehicle from policy,resolved,Customer disconnected before resolution,3.0,True
-11118,2024-08-05 11:40:44,18639056419,3,Policy Changes,6,general,222,6.7,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-11119,2024-08-05 12:07:57,17252380028,0,Speak to Agent,5,general,96,2.9,Remove vehicle from policy,transferred,Policy updated per customer request,4.0,False
-11120,2024-08-05 12:18:43,17959793778,2,Billing & Payments,8,billing,147,5.3,Dispute claim denial,transferred,Policy updated per customer request,3.0,False
-11121,2024-08-05 12:22:30,15354748962,4,New Quote,5,general,54,6.5,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-11122,2024-08-05 12:26:24,15759396960,4,New Quote,5,general,110,6.4,Inquire about premium increase,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-11123,2024-08-05 12:29:31,18644090253,4,New Quote,5,general,4,1.3,Dispute claim denial,follow_up_needed,Resolved on first call,4.0,False
-11124,2024-08-05 13:09:11,17934975729,2,Billing & Payments,8,billing,0,7.1,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-11125,2024-08-05 13:27:19,19988013738,4,New Quote,5,general,204,3.0,Ask about deductible,resolved,Policy updated per customer request,3.0,True
-11126,2024-08-05 13:29:28,18098425847,0,Speak to Agent,6,general,170,9.4,Update address,resolved,"Information provided, no action needed",3.0,True
-11127,2024-08-05 13:34:09,15753141271,3,Policy Changes,5,general,72,1.6,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-11128,2024-08-05 13:58:34,17888165875,4,New Quote,6,general,228,8.2,Payment not processed,resolved,Transferred to supervisor,5.0,True
-11129,2024-08-05 14:08:03,13928809877,4,New Quote,5,general,17,4.0,Report accident,resolved,Transferred to supervisor,2.0,True
-11130,2024-08-05 14:08:34,19171985513,2,Billing & Payments,4,billing,164,7.8,Complaint about service,transferred,Resolved on first call,4.0,False
-11131,2024-08-05 14:10:31,12767497271,4,New Quote,5,general,259,5.2,Complaint about service,transferred,Resolved on first call,3.0,False
-11132,2024-08-05 14:26:04,17436878691,0,Speak to Agent,5,general,76,10.1,Complaint about service,follow_up_needed,Resolved on first call,4.0,False
-11133,2024-08-05 14:30:53,18464745287,0,Speak to Agent,6,general,118,0.0,Complaint about service,abandoned,Customer abandoned,,False
-11134,2024-08-05 14:31:46,18217093990,3,Policy Changes,6,general,221,8.6,Cancel policy,follow_up_needed,Customer requested manager,4.0,False
-11135,2024-08-05 14:35:44,12917676823,4,New Quote,6,general,114,9.0,Ask about discounts,resolved,Customer requested manager,5.0,True
-11136,2024-08-05 14:44:09,17677752851,1,Claims,2,claims,149,8.2,Payment not processed,resolved,Transferred to supervisor,4.0,True
-11137,2024-08-05 14:50:19,13565079985,4,New Quote,5,general,92,7.5,Payment not processed,resolved,"Information provided, no action needed",3.0,True
-11138,2024-08-05 15:01:28,12767185158,2,Billing & Payments,3,billing,20,0.5,Change coverage level,resolved,"Claim filed, reference number provided",4.0,True
-11139,2024-08-05 15:01:53,15775786438,3,Policy Changes,6,general,122,6.8,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-11140,2024-08-05 15:19:41,18268698839,1,Claims,7,claims,180,7.8,Ask about discounts,resolved,"Information provided, no action needed",3.0,True
-11141,2024-08-05 15:26:55,16509527338,0,Speak to Agent,6,general,160,10.0,Payment not processed,resolved,Escalated to claims adjuster,5.0,True
-11142,2024-08-05 15:27:58,13577840896,2,Billing & Payments,8,billing,121,8.0,Filing new auto claim,resolved,Payment processed successfully,4.0,True
-11143,2024-08-05 15:31:55,14127181256,4,New Quote,6,general,2,11.8,Dispute claim denial,follow_up_needed,Customer requested manager,2.0,False
-11144,2024-08-05 15:44:54,14525188061,0,Speak to Agent,6,general,0,6.3,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-11145,2024-08-05 15:53:58,12564932438,1,Claims,2,claims,231,4.2,Ask about discounts,resolved,Customer requested manager,3.0,True
-11146,2024-08-05 15:54:43,17899459595,1,Claims,1,claims,0,4.4,Ask about deductible,resolved,Transferred to supervisor,5.0,True
-11147,2024-08-05 15:57:44,19192611365,1,Claims,7,claims,79,5.9,Filing new auto claim,follow_up_needed,Customer requested manager,2.0,False
-11148,2024-08-05 16:08:29,15896454350,3,Policy Changes,5,general,82,7.4,Update payment method,resolved,Customer requested manager,3.0,True
-11149,2024-08-05 16:22:15,18057273993,2,Billing & Payments,4,billing,50,0.0,Change coverage level,abandoned,Customer abandoned,,False
-11150,2024-08-05 16:42:22,12238259872,2,Billing & Payments,3,billing,0,4.6,Remove vehicle from policy,transferred,Escalated to claims adjuster,4.0,False
-11151,2024-08-05 16:42:41,17884704814,2,Billing & Payments,3,billing,245,10.8,Filing new auto claim,follow_up_needed,Customer requested manager,1.0,False
-11152,2024-08-05 16:44:22,19603545997,3,Policy Changes,6,general,184,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-11153,2024-08-05 16:55:03,17045609679,0,Speak to Agent,5,general,218,4.0,Report accident,resolved,Customer requested manager,4.0,True
-11154,2024-08-05 17:06:34,14129890948,1,Claims,2,claims,215,6.8,Request proof of insurance,resolved,Transferred to supervisor,5.0,True
-11155,2024-08-05 17:13:46,18783113797,4,New Quote,6,general,157,7.7,Update payment method,resolved,Transferred to supervisor,5.0,True
-11156,2024-08-05 17:17:02,16438252660,0,Speak to Agent,6,general,130,7.5,Ask about discounts,transferred,Transferred to supervisor,3.0,False
-11157,2024-08-05 17:18:53,18862592443,2,Billing & Payments,3,billing,46,6.9,Report accident,resolved,Payment processed successfully,4.0,True
-11158,2024-08-05 17:27:24,14405357119,3,Policy Changes,5,general,36,3.1,Claim status inquiry,resolved,Customer disconnected before resolution,5.0,True
-11159,2024-08-05 17:42:20,15601481846,0,Speak to Agent,5,general,147,5.7,Request proof of insurance,resolved,Transferred to supervisor,3.0,True
-11160,2024-08-05 17:59:41,12131907432,3,Policy Changes,6,general,192,7.9,Request payment plan,transferred,"Claim filed, reference number provided",3.0,False
-11161,2024-08-05 18:00:18,18455603458,1,Claims,1,claims,0,4.8,Update payment method,follow_up_needed,Escalated to claims adjuster,4.0,False
-11162,2024-08-05 18:11:24,15126995276,2,Billing & Payments,8,billing,0,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-11163,2024-08-05 18:18:11,13116464257,1,Claims,2,claims,128,4.0,Dispute claim denial,follow_up_needed,Customer requested manager,4.0,False
-11164,2024-08-05 18:32:39,15518050253,0,Speak to Agent,6,general,38,6.5,Update address,transferred,Resolved on first call,4.0,False
-11165,2024-08-05 18:42:08,14608060467,0,Speak to Agent,6,general,50,6.2,Payment not processed,resolved,Escalated to claims adjuster,5.0,True
-11166,2024-08-05 18:50:44,16710345254,2,Billing & Payments,3,billing,1,0.7,Filing new auto claim,follow_up_needed,Customer requested manager,3.0,False
-11167,2024-08-05 18:57:28,17290011219,2,Billing & Payments,4,billing,0,8.7,Inquire about premium increase,follow_up_needed,Resolved on first call,3.0,False
-11168,2024-08-06 07:05:44,16793360172,0,Speak to Agent,6,general,0,6.8,Ask about discounts,resolved,Customer disconnected before resolution,5.0,True
-11169,2024-08-06 07:35:39,12022449816,2,Billing & Payments,4,billing,130,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-11170,2024-08-06 07:46:13,19583012845,2,Billing & Payments,4,billing,118,8.3,Cancel policy,follow_up_needed,Resolved on first call,2.0,False
-11171,2024-08-06 07:49:04,17925619327,4,New Quote,6,general,207,10.7,Update payment method,follow_up_needed,Transferred to supervisor,4.0,False
-11172,2024-08-06 08:00:13,18392601056,1,Claims,7,claims,16,6.0,Request payment plan,follow_up_needed,Policy updated per customer request,3.0,False
-11173,2024-08-06 08:01:54,18905299506,3,Policy Changes,6,general,244,7.6,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-11174,2024-08-06 08:05:43,12378649428,0,Speak to Agent,6,general,48,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-11175,2024-08-06 08:18:15,19631005444,0,Speak to Agent,6,general,68,6.7,Add driver to policy,follow_up_needed,Payment processed successfully,3.0,False
-11176,2024-08-06 08:23:51,17490985888,3,Policy Changes,6,general,102,5.2,Request ID cards,resolved,Resolved on first call,4.0,True
-11177,2024-08-06 08:34:33,15461928786,2,Billing & Payments,3,billing,92,3.4,Reinstate lapsed policy,resolved,Payment processed successfully,3.0,True
-11178,2024-08-06 08:39:19,19775522603,3,Policy Changes,5,general,175,1.4,Complaint about service,follow_up_needed,"Information provided, no action needed",4.0,False
-11179,2024-08-06 08:42:59,15406362784,0,Speak to Agent,6,general,232,8.5,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-11180,2024-08-06 08:51:05,14755814663,1,Claims,2,claims,125,9.9,Add driver to policy,resolved,Customer requested manager,4.0,True
-11181,2024-08-06 08:51:48,12185539967,1,Claims,1,claims,157,4.7,Remove vehicle from policy,resolved,Transferred to supervisor,5.0,True
-11182,2024-08-06 08:53:35,19062610969,3,Policy Changes,6,general,118,9.9,Request payment plan,follow_up_needed,Transferred to supervisor,3.0,False
-11183,2024-08-06 08:59:18,19081624912,4,New Quote,5,general,115,7.0,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,2.0,True
-11184,2024-08-06 09:00:34,14973486104,1,Claims,7,claims,149,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-11185,2024-08-06 09:09:21,13867585361,2,Billing & Payments,8,billing,181,1.6,Complaint about service,resolved,"Claim filed, reference number provided",4.0,True
-11186,2024-08-06 09:13:22,17303762162,0,Speak to Agent,6,general,174,8.8,Reinstate lapsed policy,resolved,Customer disconnected before resolution,5.0,True
-11187,2024-08-06 09:14:07,16818662276,0,Speak to Agent,6,general,28,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-11188,2024-08-06 09:15:58,15196124981,4,New Quote,6,general,76,8.2,Request ID cards,transferred,Callback scheduled for tomorrow,3.0,False
-11189,2024-08-06 09:22:20,17288233191,1,Claims,1,claims,184,8.4,Add driver to policy,resolved,Resolved on first call,3.0,True
-11190,2024-08-06 09:27:44,18790575726,3,Policy Changes,5,general,125,5.9,Claim status inquiry,resolved,Customer requested manager,4.0,True
-11191,2024-08-06 09:40:23,15135737656,1,Claims,2,claims,138,8.7,Dispute claim denial,resolved,Resolved on first call,3.0,True
-11192,2024-08-06 09:45:16,17415797644,1,Claims,7,claims,166,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-11193,2024-08-06 09:49:19,17590632291,1,Claims,2,claims,0,5.5,Inquire about premium increase,follow_up_needed,Customer requested manager,4.0,False
-11194,2024-08-06 09:50:12,19629032541,3,Policy Changes,5,general,95,2.4,Complaint about service,resolved,"Claim filed, reference number provided",4.0,True
-11195,2024-08-06 09:58:07,14347199435,0,Speak to Agent,6,general,174,4.9,Request ID cards,resolved,Customer disconnected before resolution,3.0,True
-11196,2024-08-06 10:07:43,16795686333,4,New Quote,6,general,247,7.5,Inquire about premium increase,resolved,Customer disconnected before resolution,3.0,True
-11197,2024-08-06 10:16:01,13898509784,2,Billing & Payments,3,billing,9,1.6,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-11198,2024-08-06 10:17:34,13667079658,4,New Quote,6,general,76,6.1,Report accident,resolved,Customer disconnected before resolution,2.0,True
-11199,2024-08-06 10:45:50,16514808293,2,Billing & Payments,8,billing,147,5.4,Ask about discounts,resolved,"Information provided, no action needed",3.0,True
-11200,2024-08-06 10:48:14,17121458053,1,Claims,2,claims,118,7.2,Payment not processed,resolved,Escalated to claims adjuster,3.0,True
-11201,2024-08-06 10:52:50,16767198062,0,Speak to Agent,6,general,0,12.0,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-11202,2024-08-06 11:03:26,15710192172,3,Policy Changes,5,general,0,4.1,Change coverage level,follow_up_needed,Transferred to supervisor,4.0,False
-11203,2024-08-06 11:11:21,14852020613,2,Billing & Payments,4,billing,190,9.5,Update payment method,transferred,Callback scheduled for tomorrow,4.0,False
-11204,2024-08-06 11:17:00,12143766096,2,Billing & Payments,4,billing,75,2.2,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-11205,2024-08-06 11:26:37,13167671711,2,Billing & Payments,3,billing,39,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-11206,2024-08-06 11:36:37,13769827433,2,Billing & Payments,4,billing,43,5.8,Change coverage level,resolved,Customer requested manager,5.0,True
-11207,2024-08-06 11:53:31,13216018722,0,Speak to Agent,6,general,146,4.4,Update address,follow_up_needed,Transferred to supervisor,2.0,False
-11208,2024-08-06 12:27:13,16592699537,1,Claims,2,claims,67,11.0,Report accident,resolved,Transferred to supervisor,5.0,True
-11209,2024-08-06 12:32:55,19320562716,2,Billing & Payments,3,billing,302,7.6,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-11210,2024-08-06 12:47:27,15962306736,3,Policy Changes,6,general,215,7.2,Remove vehicle from policy,transferred,Callback scheduled for tomorrow,4.0,False
-11211,2024-08-06 12:48:29,18360073002,4,New Quote,5,general,0,4.8,Ask about deductible,resolved,Payment processed successfully,4.0,True
-11212,2024-08-06 13:35:27,15370725997,1,Claims,2,claims,202,9.4,Update payment method,transferred,"Information provided, no action needed",2.0,False
-11213,2024-08-06 13:55:58,16038154299,1,Claims,2,claims,43,6.5,Add driver to policy,resolved,Customer requested manager,5.0,True
-11214,2024-08-06 14:08:24,19549056472,4,New Quote,5,general,0,8.3,Inquire about premium increase,resolved,Payment processed successfully,4.0,True
-11215,2024-08-06 14:13:27,19414557648,0,Speak to Agent,6,general,129,9.3,Change coverage level,resolved,Customer requested manager,2.0,True
-11216,2024-08-06 14:17:20,14907742557,3,Policy Changes,6,general,280,6.8,Update payment method,resolved,"Claim filed, reference number provided",3.0,True
-11217,2024-08-06 14:22:42,18881200328,3,Policy Changes,6,general,299,0.0,Change coverage level,abandoned,Customer abandoned,,False
-11218,2024-08-06 14:32:42,19469086907,2,Billing & Payments,4,billing,277,6.6,Request ID cards,resolved,Customer requested manager,3.0,True
-11219,2024-08-06 14:46:10,17435250138,3,Policy Changes,5,general,17,2.1,Ask about discounts,resolved,Escalated to claims adjuster,2.0,True
-11220,2024-08-06 14:50:16,14109665250,4,New Quote,6,general,174,9.9,Request proof of insurance,follow_up_needed,Policy updated per customer request,4.0,False
-11221,2024-08-06 14:54:06,13907632468,0,Speak to Agent,6,general,212,4.3,Dispute claim denial,transferred,Policy updated per customer request,4.0,False
-11222,2024-08-06 15:08:52,18442276831,4,New Quote,6,general,0,8.0,General coverage question,follow_up_needed,Escalated to claims adjuster,3.0,False
-11223,2024-08-06 15:09:26,12582851609,0,Speak to Agent,6,general,137,9.7,Complaint about service,follow_up_needed,Resolved on first call,5.0,False
-11224,2024-08-06 15:24:35,12903963798,4,New Quote,6,general,60,8.2,Ask about discounts,resolved,Escalated to claims adjuster,3.0,True
-11225,2024-08-06 15:49:58,12761580411,4,New Quote,6,general,54,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-11226,2024-08-06 15:57:42,18938823980,3,Policy Changes,5,general,210,6.7,Update payment method,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-11227,2024-08-06 16:23:45,19860812101,1,Claims,7,claims,26,2.0,Report accident,follow_up_needed,Customer disconnected before resolution,3.0,False
-11228,2024-08-06 16:48:49,14595839722,0,Speak to Agent,6,general,130,8.0,Cancel policy,resolved,Resolved on first call,3.0,True
-11229,2024-08-06 17:32:07,12771871822,0,Speak to Agent,5,general,63,4.5,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-11230,2024-08-06 18:05:56,12524703177,3,Policy Changes,6,general,0,6.7,Update payment method,resolved,Transferred to supervisor,4.0,True
-11231,2024-08-06 18:17:20,13520581526,3,Policy Changes,5,general,173,5.2,Filing new auto claim,follow_up_needed,Customer requested manager,4.0,False
-11232,2024-08-06 18:18:17,12895664420,4,New Quote,5,general,102,4.3,Filing new auto claim,transferred,Payment processed successfully,2.0,False
-11233,2024-08-06 18:55:11,13344346103,0,Speak to Agent,6,general,154,9.2,Complaint about service,resolved,Payment processed successfully,3.0,True
-11234,2024-08-07 07:31:33,17131177065,3,Policy Changes,6,general,66,12.1,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-11235,2024-08-07 08:05:37,19242114054,4,New Quote,6,general,83,11.6,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",2.0,False
-11236,2024-08-07 08:37:38,18275918325,4,New Quote,6,general,159,10.3,Update address,follow_up_needed,Resolved on first call,3.0,False
-11237,2024-08-07 08:40:15,13976062001,4,New Quote,5,general,256,0.5,Update address,resolved,Transferred to supervisor,3.0,True
-11238,2024-08-07 08:49:45,13682074113,1,Claims,2,claims,125,4.4,General coverage question,resolved,Transferred to supervisor,4.0,True
-11239,2024-08-07 08:58:56,13060134074,0,Speak to Agent,6,general,0,8.4,Claim status inquiry,resolved,Callback scheduled for tomorrow,5.0,True
-11240,2024-08-07 09:01:09,16403389860,1,Claims,2,claims,215,8.9,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-11241,2024-08-07 09:03:34,18016975745,0,Speak to Agent,5,general,100,5.7,Claim status inquiry,resolved,Escalated to claims adjuster,3.0,True
-11242,2024-08-07 09:05:32,12280580160,2,Billing & Payments,8,billing,74,5.2,Dispute claim denial,resolved,Escalated to claims adjuster,3.0,True
-11243,2024-08-07 09:08:14,17570345400,0,Speak to Agent,6,general,44,12.3,Dispute claim denial,resolved,Customer disconnected before resolution,4.0,True
-11244,2024-08-07 09:22:17,13606565409,1,Claims,7,claims,194,7.0,Update payment method,resolved,Resolved on first call,4.0,True
-11245,2024-08-07 09:23:27,15146770117,4,New Quote,5,general,72,4.7,Report accident,resolved,Payment processed successfully,5.0,True
-11246,2024-08-07 09:25:26,19620663045,1,Claims,1,claims,135,6.5,Dispute claim denial,resolved,Policy updated per customer request,4.0,True
-11247,2024-08-07 09:34:07,13019982550,2,Billing & Payments,4,billing,133,10.4,Report accident,follow_up_needed,Payment processed successfully,3.0,False
-11248,2024-08-07 09:43:49,12896924622,4,New Quote,6,general,57,4.4,Request ID cards,resolved,Transferred to supervisor,5.0,True
-11249,2024-08-07 09:48:02,19513973264,3,Policy Changes,6,general,236,6.5,Request ID cards,follow_up_needed,"Information provided, no action needed",4.0,False
-11250,2024-08-07 10:04:03,14863271459,1,Claims,1,claims,0,10.0,Update payment method,resolved,Transferred to supervisor,4.0,True
-11251,2024-08-07 10:16:26,19593118612,2,Billing & Payments,4,billing,39,7.9,Payment not processed,transferred,"Claim filed, reference number provided",4.0,False
-11252,2024-08-07 10:31:10,12216447079,1,Claims,7,claims,71,7.7,Update address,follow_up_needed,Payment processed successfully,3.0,False
-11253,2024-08-07 10:36:54,12121970669,2,Billing & Payments,3,billing,139,6.8,Request ID cards,transferred,"Claim filed, reference number provided",2.0,False
-11254,2024-08-07 10:38:09,16354895616,4,New Quote,6,general,130,0.0,Request payment plan,abandoned,Customer abandoned,,False
-11255,2024-08-07 10:44:07,19275747166,0,Speak to Agent,5,general,133,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-11256,2024-08-07 10:44:40,14670479013,0,Speak to Agent,5,general,174,3.7,Filing new auto claim,resolved,Transferred to supervisor,3.0,True
-11257,2024-08-07 10:58:59,15416861192,3,Policy Changes,5,general,154,9.9,Reinstate lapsed policy,resolved,Customer disconnected before resolution,3.0,True
-11258,2024-08-07 11:25:04,15208530831,0,Speak to Agent,5,general,191,6.4,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-11259,2024-08-07 11:28:07,16503020049,1,Claims,2,claims,0,6.6,Update payment method,resolved,"Information provided, no action needed",4.0,True
-11260,2024-08-07 11:35:12,16927071248,4,New Quote,5,general,82,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-11261,2024-08-07 11:46:24,18481686590,4,New Quote,6,general,210,0.0,Cancel policy,abandoned,Customer abandoned,,False
-11262,2024-08-07 11:49:04,12000387760,3,Policy Changes,5,general,100,8.7,Request ID cards,follow_up_needed,Customer disconnected before resolution,3.0,False
-11263,2024-08-07 11:52:35,19174631023,3,Policy Changes,5,general,161,5.7,Complaint about service,transferred,"Claim filed, reference number provided",4.0,False
-11264,2024-08-07 11:58:09,15349179136,3,Policy Changes,6,general,178,9.7,Request payment plan,resolved,"Information provided, no action needed",3.0,True
-11265,2024-08-07 12:03:42,18166905494,2,Billing & Payments,8,billing,215,4.3,Request ID cards,follow_up_needed,Customer disconnected before resolution,1.0,False
-11266,2024-08-07 12:07:25,13504379017,4,New Quote,5,general,153,8.2,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-11267,2024-08-07 12:13:15,18128443696,3,Policy Changes,6,general,148,5.1,Ask about deductible,follow_up_needed,Escalated to claims adjuster,2.0,False
-11268,2024-08-07 12:28:29,14253639948,3,Policy Changes,5,general,60,5.8,Ask about deductible,resolved,"Claim filed, reference number provided",5.0,True
-11269,2024-08-07 12:30:25,15372298034,2,Billing & Payments,3,billing,129,4.1,Remove vehicle from policy,transferred,Policy updated per customer request,4.0,False
-11270,2024-08-07 12:33:45,13107298071,2,Billing & Payments,4,billing,80,7.1,Dispute claim denial,resolved,Escalated to claims adjuster,2.0,True
-11271,2024-08-07 12:36:17,13447925183,2,Billing & Payments,4,billing,1,4.3,Cancel policy,resolved,Policy updated per customer request,4.0,True
-11272,2024-08-07 13:08:24,15572477414,1,Claims,7,claims,129,5.4,Payment not processed,follow_up_needed,Resolved on first call,3.0,False
-11273,2024-08-07 13:15:32,19101657365,3,Policy Changes,6,general,160,8.9,Ask about discounts,resolved,Transferred to supervisor,5.0,True
-11274,2024-08-07 13:28:48,12539783713,2,Billing & Payments,8,billing,210,5.7,Report accident,resolved,Escalated to claims adjuster,4.0,True
-11275,2024-08-07 13:29:54,19211867400,2,Billing & Payments,4,billing,7,5.5,Ask about deductible,follow_up_needed,Transferred to supervisor,4.0,False
-11276,2024-08-07 13:54:43,19923911540,4,New Quote,5,general,9,8.4,Dispute claim denial,resolved,"Claim filed, reference number provided",5.0,True
-11277,2024-08-07 13:54:57,15469736828,3,Policy Changes,6,general,243,8.9,Request payment plan,follow_up_needed,"Information provided, no action needed",1.0,False
-11278,2024-08-07 14:13:49,12925038002,4,New Quote,5,general,39,4.8,Dispute claim denial,resolved,Transferred to supervisor,5.0,True
-11279,2024-08-07 14:24:22,13822326257,2,Billing & Payments,3,billing,0,2.4,Request payment plan,transferred,Payment processed successfully,3.0,False
-11280,2024-08-07 14:25:17,19739408592,2,Billing & Payments,4,billing,186,6.4,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-11281,2024-08-07 14:38:43,13812721674,0,Speak to Agent,6,general,164,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-11282,2024-08-07 14:49:41,17574134817,1,Claims,2,claims,121,2.5,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-11283,2024-08-07 14:59:25,14683019607,0,Speak to Agent,6,general,0,7.2,Inquire about premium increase,resolved,Customer requested manager,3.0,True
-11284,2024-08-07 15:01:50,18852240189,1,Claims,1,claims,187,6.7,Cancel policy,resolved,Payment processed successfully,3.0,True
-11285,2024-08-07 15:25:28,17732460603,3,Policy Changes,5,general,210,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-11286,2024-08-07 16:01:18,18685126328,2,Billing & Payments,3,billing,214,4.8,Filing new auto claim,transferred,Resolved on first call,5.0,False
-11287,2024-08-07 16:18:37,16300524444,1,Claims,7,claims,257,6.6,Update payment method,follow_up_needed,Policy updated per customer request,3.0,False
-11288,2024-08-07 16:23:04,18923777005,3,Policy Changes,5,general,52,3.1,Request proof of insurance,resolved,Customer requested manager,3.0,True
-11289,2024-08-07 16:27:36,15204944226,0,Speak to Agent,6,general,175,8.3,Update payment method,follow_up_needed,Customer disconnected before resolution,3.0,False
-11290,2024-08-07 16:45:48,13309191739,2,Billing & Payments,4,billing,44,7.9,Request proof of insurance,resolved,Payment processed successfully,2.0,True
-11291,2024-08-07 16:46:44,13472613398,0,Speak to Agent,6,general,124,6.7,Add driver to policy,resolved,Resolved on first call,5.0,True
-11292,2024-08-07 16:54:25,15711610466,1,Claims,7,claims,170,7.8,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,4.0,True
-11293,2024-08-07 16:55:13,12633642269,3,Policy Changes,6,general,226,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-11294,2024-08-07 18:04:25,19287906234,2,Billing & Payments,3,billing,104,3.1,Request proof of insurance,follow_up_needed,"Information provided, no action needed",3.0,False
-11295,2024-08-07 18:21:31,19959453571,2,Billing & Payments,8,billing,208,5.4,Change coverage level,resolved,Policy updated per customer request,3.0,True
-11296,2024-08-07 18:22:13,16325192293,0,Speak to Agent,5,general,224,5.7,Change coverage level,resolved,Policy updated per customer request,3.0,True
-11297,2024-08-07 18:55:45,13821674792,2,Billing & Payments,3,billing,104,3.6,Add driver to policy,resolved,"Claim filed, reference number provided",5.0,True
-11298,2024-08-08 07:07:41,13934263957,2,Billing & Payments,4,billing,119,5.3,General coverage question,resolved,"Information provided, no action needed",3.0,True
-11299,2024-08-08 07:11:14,13846507480,2,Billing & Payments,3,billing,74,5.0,Reinstate lapsed policy,follow_up_needed,"Information provided, no action needed",2.0,False
-11300,2024-08-08 07:26:17,15258872664,0,Speak to Agent,6,general,159,6.8,Request payment plan,follow_up_needed,Payment processed successfully,3.0,False
-11301,2024-08-08 07:55:54,18332138803,4,New Quote,6,general,288,6.7,Report accident,follow_up_needed,Payment processed successfully,2.0,False
-11302,2024-08-08 08:17:09,17852744251,3,Policy Changes,6,general,23,7.7,Inquire about premium increase,follow_up_needed,Payment processed successfully,2.0,False
-11303,2024-08-08 08:44:47,14363948850,0,Speak to Agent,6,general,169,8.1,Report accident,resolved,Callback scheduled for tomorrow,1.0,True
-11304,2024-08-08 08:56:38,14871391253,4,New Quote,5,general,239,7.0,Inquire about premium increase,resolved,Customer requested manager,3.0,True
-11305,2024-08-08 09:00:12,18646230927,2,Billing & Payments,8,billing,236,0.0,Request ID cards,abandoned,Customer abandoned,,False
-11306,2024-08-08 09:02:13,19468838689,4,New Quote,6,general,0,12.5,General coverage question,follow_up_needed,Resolved on first call,3.0,False
-11307,2024-08-08 09:28:10,16416663241,0,Speak to Agent,6,general,254,7.6,Complaint about service,resolved,Customer disconnected before resolution,3.0,True
-11308,2024-08-08 09:51:59,17503048640,0,Speak to Agent,6,general,74,10.6,Update payment method,resolved,"Information provided, no action needed",3.0,True
-11309,2024-08-08 09:58:59,17717845191,4,New Quote,6,general,47,11.5,Request ID cards,transferred,Payment processed successfully,2.0,False
-11310,2024-08-08 10:05:33,16195553102,1,Claims,2,claims,161,6.8,Update address,resolved,Callback scheduled for tomorrow,4.0,True
-11311,2024-08-08 10:12:32,13062935596,4,New Quote,6,general,0,8.5,Filing new auto claim,transferred,Transferred to supervisor,4.0,False
-11312,2024-08-08 10:12:34,14832370643,4,New Quote,6,general,67,4.1,Ask about deductible,follow_up_needed,Transferred to supervisor,2.0,False
-11313,2024-08-08 10:21:29,12800682841,4,New Quote,6,general,29,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-11314,2024-08-08 10:22:53,15779584885,1,Claims,1,claims,33,0.5,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-11315,2024-08-08 10:30:17,19055991738,4,New Quote,6,general,90,6.6,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-11316,2024-08-08 10:39:40,13210462571,1,Claims,7,claims,27,3.9,Report accident,resolved,Customer requested manager,5.0,True
-11317,2024-08-08 10:40:41,19731919063,1,Claims,2,claims,170,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-11318,2024-08-08 10:47:34,19522839063,3,Policy Changes,5,general,30,2.8,Change coverage level,follow_up_needed,Escalated to claims adjuster,1.0,False
-11319,2024-08-08 10:59:22,13758963503,4,New Quote,5,general,0,5.9,Cancel policy,resolved,"Claim filed, reference number provided",5.0,True
-11320,2024-08-08 11:04:58,16317842816,2,Billing & Payments,4,billing,317,5.3,Filing new auto claim,resolved,Callback scheduled for tomorrow,5.0,True
-11321,2024-08-08 11:25:38,16638422347,3,Policy Changes,6,general,182,9.3,Request payment plan,resolved,Resolved on first call,4.0,True
-11322,2024-08-08 11:34:18,15834186291,2,Billing & Payments,4,billing,2,5.3,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-11323,2024-08-08 11:40:29,15806241667,4,New Quote,6,general,0,12.0,Update payment method,follow_up_needed,Policy updated per customer request,5.0,False
-11324,2024-08-08 11:45:46,14392674491,3,Policy Changes,6,general,12,11.1,Ask about deductible,resolved,Transferred to supervisor,3.0,True
-11325,2024-08-08 11:58:37,18488218284,0,Speak to Agent,6,general,0,8.8,Ask about discounts,follow_up_needed,Payment processed successfully,5.0,False
-11326,2024-08-08 12:22:46,14073108468,3,Policy Changes,6,general,103,0.0,Request ID cards,abandoned,Customer abandoned,,False
-11327,2024-08-08 12:29:58,13888579228,2,Billing & Payments,4,billing,180,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-11328,2024-08-08 13:30:09,14526769353,2,Billing & Payments,4,billing,230,6.0,Payment not processed,resolved,"Claim filed, reference number provided",4.0,True
-11329,2024-08-08 13:30:14,13431057188,0,Speak to Agent,6,general,179,7.2,Update address,resolved,Payment processed successfully,2.0,True
-11330,2024-08-08 13:48:57,15737964917,3,Policy Changes,6,general,131,7.4,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-11331,2024-08-08 13:51:42,19883419750,3,Policy Changes,6,general,0,4.8,Payment not processed,resolved,Resolved on first call,3.0,True
-11332,2024-08-08 14:11:30,16921216929,0,Speak to Agent,5,general,149,6.0,Filing new auto claim,resolved,Payment processed successfully,4.0,True
-11333,2024-08-08 14:20:45,17243494754,3,Policy Changes,6,general,131,12.6,Request payment plan,resolved,Customer requested manager,5.0,True
-11334,2024-08-08 14:22:03,16498265188,0,Speak to Agent,5,general,57,5.2,General coverage question,resolved,Customer disconnected before resolution,5.0,True
-11335,2024-08-08 14:22:56,12405218183,2,Billing & Payments,4,billing,198,7.7,Request ID cards,resolved,Customer disconnected before resolution,3.0,True
-11336,2024-08-08 14:51:29,16812983381,3,Policy Changes,6,general,7,7.6,Request payment plan,resolved,Resolved on first call,4.0,True
-11337,2024-08-08 15:14:01,18136126947,2,Billing & Payments,4,billing,22,0.0,Request payment plan,abandoned,Customer abandoned,,False
-11338,2024-08-08 15:35:18,19984472546,0,Speak to Agent,5,general,247,5.0,General coverage question,resolved,Resolved on first call,2.0,True
-11339,2024-08-08 15:42:48,18047218711,3,Policy Changes,6,general,177,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-11340,2024-08-08 16:58:26,16218986637,3,Policy Changes,6,general,0,8.1,Remove vehicle from policy,resolved,Customer requested manager,3.0,True
-11341,2024-08-08 17:06:12,19583288959,2,Billing & Payments,3,billing,112,4.4,Request payment plan,resolved,"Claim filed, reference number provided",5.0,True
-11342,2024-08-08 17:14:21,13776342852,4,New Quote,5,general,16,3.8,Ask about discounts,resolved,"Claim filed, reference number provided",3.0,True
-11343,2024-08-08 17:14:32,13924443698,2,Billing & Payments,8,billing,0,4.3,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,3.0,True
-11344,2024-08-08 17:17:26,14888047903,0,Speak to Agent,5,general,21,4.7,Update address,follow_up_needed,Customer requested manager,3.0,False
-11345,2024-08-08 17:26:03,17555557057,3,Policy Changes,5,general,45,0.0,Cancel policy,abandoned,Customer abandoned,,False
-11346,2024-08-08 17:31:03,15425513344,0,Speak to Agent,6,general,59,8.0,Claim status inquiry,resolved,Resolved on first call,4.0,True
-11347,2024-08-08 17:53:16,17280630270,1,Claims,2,claims,79,8.1,Ask about discounts,transferred,Customer requested manager,5.0,False
-11348,2024-08-08 17:53:29,19910457893,0,Speak to Agent,5,general,59,8.0,Ask about deductible,resolved,Callback scheduled for tomorrow,5.0,True
-11349,2024-08-08 18:01:21,18135004544,0,Speak to Agent,5,general,77,3.5,Ask about deductible,follow_up_needed,Transferred to supervisor,3.0,False
-11350,2024-08-08 18:27:02,17461649946,4,New Quote,6,general,238,9.9,Change coverage level,resolved,"Information provided, no action needed",5.0,True
-11351,2024-08-08 18:28:40,19496120006,2,Billing & Payments,3,billing,190,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-11352,2024-08-08 18:49:20,14414541433,3,Policy Changes,6,general,282,9.0,Update address,resolved,Customer disconnected before resolution,3.0,True
-11353,2024-08-09 07:00:34,15117238434,1,Claims,2,claims,15,3.8,Inquire about premium increase,resolved,"Information provided, no action needed",2.0,True
-11354,2024-08-09 07:22:56,18007766897,4,New Quote,6,general,67,7.4,Cancel policy,follow_up_needed,Payment processed successfully,3.0,False
-11355,2024-08-09 07:47:33,12281780400,0,Speak to Agent,5,general,216,5.0,Update payment method,resolved,"Information provided, no action needed",3.0,True
-11356,2024-08-09 07:50:01,16246067863,4,New Quote,6,general,145,7.3,Update payment method,follow_up_needed,Customer requested manager,1.0,False
-11357,2024-08-09 07:50:28,18355548244,2,Billing & Payments,4,billing,275,7.0,Change coverage level,resolved,Policy updated per customer request,5.0,True
-11358,2024-08-09 08:26:20,13476567880,0,Speak to Agent,6,general,56,6.0,Cancel policy,follow_up_needed,Policy updated per customer request,1.0,False
-11359,2024-08-09 08:28:34,15832163276,1,Claims,7,claims,0,6.5,Report accident,resolved,Customer requested manager,4.0,True
-11360,2024-08-09 08:33:25,19444841119,0,Speak to Agent,5,general,0,3.3,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",3.0,True
-11361,2024-08-09 08:35:54,13977091114,4,New Quote,5,general,65,9.4,Update address,resolved,Resolved on first call,3.0,True
-11362,2024-08-09 08:43:20,17960478602,1,Claims,7,claims,257,9.6,Inquire about premium increase,resolved,Payment processed successfully,4.0,True
-11363,2024-08-09 08:57:52,16533987171,3,Policy Changes,5,general,247,4.4,Add driver to policy,resolved,Customer disconnected before resolution,5.0,True
-11364,2024-08-09 08:58:24,18077785825,1,Claims,2,claims,71,7.8,Report accident,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-11365,2024-08-09 09:22:07,13018299234,3,Policy Changes,5,general,163,6.0,Request ID cards,follow_up_needed,Customer requested manager,4.0,False
-11366,2024-08-09 09:36:01,15072248691,1,Claims,7,claims,93,7.7,Claim status inquiry,transferred,Resolved on first call,4.0,False
-11367,2024-08-09 09:36:19,15502097431,4,New Quote,6,general,126,11.7,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-11368,2024-08-09 09:36:50,13455543642,2,Billing & Payments,4,billing,244,7.5,Request payment plan,resolved,Customer disconnected before resolution,3.0,True
-11369,2024-08-09 09:38:11,16762335248,4,New Quote,5,general,241,0.8,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,4.0,True
-11370,2024-08-09 10:01:45,17656681355,3,Policy Changes,6,general,104,7.7,Report accident,resolved,"Information provided, no action needed",5.0,True
-11371,2024-08-09 10:12:46,14798977851,3,Policy Changes,5,general,87,3.7,Update address,follow_up_needed,Customer disconnected before resolution,2.0,False
-11372,2024-08-09 10:29:52,12075712261,0,Speak to Agent,5,general,225,2.4,Claim status inquiry,transferred,Transferred to supervisor,3.0,False
-11373,2024-08-09 10:33:59,19204436331,0,Speak to Agent,5,general,181,4.7,Reinstate lapsed policy,resolved,Escalated to claims adjuster,3.0,True
-11374,2024-08-09 10:38:21,12124020325,3,Policy Changes,6,general,68,7.3,Filing new auto claim,follow_up_needed,Customer requested manager,5.0,False
-11375,2024-08-09 10:42:45,16250703463,2,Billing & Payments,3,billing,89,0.0,Change coverage level,abandoned,Customer abandoned,,False
-11376,2024-08-09 10:47:13,14175789413,4,New Quote,5,general,225,5.8,Cancel policy,transferred,Resolved on first call,5.0,False
-11377,2024-08-09 10:52:29,15393927034,3,Policy Changes,6,general,133,7.1,Request ID cards,resolved,Customer requested manager,4.0,True
-11378,2024-08-09 10:58:11,15437126926,3,Policy Changes,5,general,121,6.0,Change coverage level,transferred,"Claim filed, reference number provided",3.0,False
-11379,2024-08-09 11:12:40,16208366378,2,Billing & Payments,4,billing,120,7.0,Ask about discounts,resolved,Policy updated per customer request,3.0,True
-11380,2024-08-09 11:17:15,15652416571,4,New Quote,5,general,80,9.8,Filing new auto claim,follow_up_needed,Transferred to supervisor,5.0,False
-11381,2024-08-09 11:34:09,13273523053,0,Speak to Agent,6,general,66,8.6,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-11382,2024-08-09 11:50:27,16014980565,0,Speak to Agent,6,general,165,3.7,General coverage question,resolved,"Information provided, no action needed",3.0,True
-11383,2024-08-09 11:54:47,16110083607,4,New Quote,6,general,148,7.8,General coverage question,follow_up_needed,"Claim filed, reference number provided",4.0,False
-11384,2024-08-09 12:13:16,12908788656,3,Policy Changes,5,general,267,2.5,Cancel policy,transferred,Policy updated per customer request,2.0,False
-11385,2024-08-09 13:28:23,13469857743,0,Speak to Agent,6,general,77,7.3,Ask about deductible,transferred,"Information provided, no action needed",3.0,False
-11386,2024-08-09 13:45:45,17150410734,3,Policy Changes,5,general,16,6.3,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-11387,2024-08-09 13:54:28,14515517960,3,Policy Changes,6,general,52,7.5,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-11388,2024-08-09 13:55:33,17765567573,1,Claims,2,claims,39,8.3,Request payment plan,resolved,Customer requested manager,4.0,True
-11389,2024-08-09 13:59:46,15139622598,0,Speak to Agent,5,general,30,2.3,Request payment plan,resolved,Policy updated per customer request,4.0,True
-11390,2024-08-09 14:05:33,14935474851,1,Claims,1,claims,57,11.5,Report accident,resolved,Resolved on first call,3.0,True
-11391,2024-08-09 14:06:33,18490612669,4,New Quote,6,general,117,12.8,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-11392,2024-08-09 14:18:16,14158791374,3,Policy Changes,5,general,131,0.0,Report accident,abandoned,Customer abandoned,,False
-11393,2024-08-09 14:22:26,12736071035,0,Speak to Agent,5,general,133,8.4,Request ID cards,follow_up_needed,"Claim filed, reference number provided",2.0,False
-11394,2024-08-09 14:32:41,19996706846,2,Billing & Payments,4,billing,140,6.7,Report accident,resolved,Callback scheduled for tomorrow,4.0,True
-11395,2024-08-09 14:37:57,16240641931,0,Speak to Agent,6,general,69,8.1,Remove vehicle from policy,resolved,Escalated to claims adjuster,3.0,True
-11396,2024-08-09 15:00:44,14293318758,4,New Quote,5,general,133,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-11397,2024-08-09 15:07:38,16359811707,0,Speak to Agent,6,general,55,5.3,General coverage question,transferred,Policy updated per customer request,4.0,False
-11398,2024-08-09 15:16:03,13083244677,0,Speak to Agent,5,general,0,9.2,Update payment method,resolved,Resolved on first call,4.0,True
-11399,2024-08-09 15:37:06,12321858955,0,Speak to Agent,6,general,206,6.7,Add driver to policy,resolved,Payment processed successfully,4.0,True
-11400,2024-08-09 15:41:26,19982584013,0,Speak to Agent,6,general,122,6.0,Complaint about service,resolved,"Claim filed, reference number provided",5.0,True
-11401,2024-08-09 15:42:24,17808200791,3,Policy Changes,5,general,112,6.8,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-11402,2024-08-09 15:51:46,19791214320,0,Speak to Agent,5,general,131,7.8,Inquire about premium increase,resolved,Resolved on first call,3.0,True
-11403,2024-08-09 16:24:10,19437596797,1,Claims,7,claims,103,0.0,Change coverage level,abandoned,Customer abandoned,,False
-11404,2024-08-09 17:00:51,17612147831,0,Speak to Agent,5,general,148,8.3,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-11405,2024-08-09 17:55:26,12489099087,2,Billing & Payments,8,billing,169,4.6,Change coverage level,follow_up_needed,Payment processed successfully,2.0,False
-11406,2024-08-09 18:16:54,17917609445,1,Claims,1,claims,151,7.3,Ask about deductible,resolved,"Claim filed, reference number provided",3.0,True
-11407,2024-08-09 18:17:19,19159525929,0,Speak to Agent,5,general,80,5.9,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-11408,2024-08-09 18:33:37,16601846773,1,Claims,1,claims,240,9.4,Payment not processed,resolved,Escalated to claims adjuster,4.0,True
-11409,2024-08-09 18:39:23,12266252559,3,Policy Changes,5,general,26,3.7,Update payment method,follow_up_needed,Customer disconnected before resolution,3.0,False
-11410,2024-08-09 18:40:14,19156764374,2,Billing & Payments,3,billing,231,5.1,Change coverage level,resolved,Customer requested manager,5.0,True
-11411,2024-08-09 18:40:57,18366417093,4,New Quote,6,general,169,4.0,Cancel policy,resolved,Policy updated per customer request,5.0,True
-11412,2024-08-09 18:48:13,12038842237,3,Policy Changes,6,general,145,7.1,Complaint about service,resolved,Escalated to claims adjuster,3.0,True
-11413,2024-08-09 18:53:55,18460733354,1,Claims,7,claims,117,4.8,Update payment method,resolved,Customer requested manager,4.0,True
-11414,2024-08-09 18:54:26,18580809019,0,Speak to Agent,5,general,153,0.5,Claim status inquiry,resolved,Transferred to supervisor,5.0,True
-11415,2024-08-10 09:06:22,12642285427,3,Policy Changes,5,general,109,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-11416,2024-08-10 09:06:29,13582731738,2,Billing & Payments,8,billing,115,2.5,Request proof of insurance,follow_up_needed,"Claim filed, reference number provided",3.0,False
-11417,2024-08-10 09:11:48,17847666997,3,Policy Changes,6,general,132,6.3,Request payment plan,resolved,"Information provided, no action needed",3.0,True
-11418,2024-08-10 09:17:10,19566021952,1,Claims,1,claims,99,7.8,Update address,follow_up_needed,Resolved on first call,4.0,False
-11419,2024-08-10 09:27:51,19860700141,1,Claims,7,claims,110,7.4,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-11420,2024-08-10 09:32:55,13371242070,4,New Quote,5,general,91,4.2,Report accident,resolved,"Information provided, no action needed",3.0,True
-11421,2024-08-10 09:38:43,12169524119,3,Policy Changes,5,general,51,2.7,Update address,resolved,Transferred to supervisor,5.0,True
-11422,2024-08-10 10:06:23,19892625376,1,Claims,1,claims,149,0.0,Request ID cards,abandoned,Customer abandoned,,False
-11423,2024-08-10 10:06:28,14785138821,0,Speak to Agent,5,general,183,7.0,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-11424,2024-08-10 10:16:10,13577462896,1,Claims,1,claims,60,9.2,Add driver to policy,transferred,Transferred to supervisor,2.0,False
-11425,2024-08-10 10:23:17,19840238406,3,Policy Changes,6,general,175,7.7,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-11426,2024-08-10 10:43:24,16863127909,2,Billing & Payments,8,billing,172,7.2,Reinstate lapsed policy,follow_up_needed,Transferred to supervisor,2.0,False
-11427,2024-08-10 10:46:34,17905538642,1,Claims,1,claims,0,5.1,Report accident,transferred,Resolved on first call,3.0,False
-11428,2024-08-10 11:26:34,13396686315,2,Billing & Payments,8,billing,216,11.0,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-11429,2024-08-10 11:26:36,17144474280,0,Speak to Agent,5,general,10,1.7,Ask about discounts,follow_up_needed,Customer requested manager,3.0,False
-11430,2024-08-10 11:49:39,13204195120,3,Policy Changes,6,general,254,4.1,Update address,resolved,"Claim filed, reference number provided",4.0,True
-11431,2024-08-10 11:51:03,13464881985,2,Billing & Payments,4,billing,193,8.8,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-11432,2024-08-10 12:16:43,18027230663,1,Claims,7,claims,111,2.8,Update address,resolved,Policy updated per customer request,5.0,True
-11433,2024-08-10 12:28:12,12035191049,2,Billing & Payments,8,billing,198,5.5,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-11434,2024-08-10 12:29:49,16067551756,3,Policy Changes,6,general,23,9.7,Filing new auto claim,follow_up_needed,Transferred to supervisor,3.0,False
-11435,2024-08-10 12:37:40,14049076790,2,Billing & Payments,3,billing,167,5.7,Request payment plan,transferred,"Claim filed, reference number provided",2.0,False
-11436,2024-08-10 12:38:20,17392541706,0,Speak to Agent,5,general,130,0.0,Update payment method,abandoned,Customer abandoned,,False
-11437,2024-08-10 12:47:00,13381531662,1,Claims,1,claims,214,5.3,Claim status inquiry,resolved,Policy updated per customer request,3.0,True
-11438,2024-08-12 07:05:49,13106125624,1,Claims,1,claims,17,7.7,General coverage question,follow_up_needed,Payment processed successfully,5.0,False
-11439,2024-08-12 07:14:15,14709189998,3,Policy Changes,6,general,187,8.0,Filing new auto claim,transferred,Customer disconnected before resolution,3.0,False
-11440,2024-08-12 07:19:38,17700668362,2,Billing & Payments,8,billing,117,1.3,Add driver to policy,resolved,Customer requested manager,3.0,True
-11441,2024-08-12 07:21:25,18902466941,0,Speak to Agent,5,general,165,9.4,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-11442,2024-08-12 07:28:46,12503470892,0,Speak to Agent,6,general,24,13.4,Change coverage level,transferred,Customer disconnected before resolution,3.0,False
-11443,2024-08-12 07:32:26,17431885286,4,New Quote,5,general,47,3.6,Claim status inquiry,transferred,Transferred to supervisor,2.0,False
-11444,2024-08-12 07:51:51,19013425109,0,Speak to Agent,6,general,45,8.7,Add driver to policy,follow_up_needed,Customer disconnected before resolution,1.0,False
-11445,2024-08-12 07:54:00,13038315001,2,Billing & Payments,4,billing,60,0.0,Change coverage level,abandoned,Customer abandoned,,False
-11446,2024-08-12 08:00:35,14819587727,1,Claims,2,claims,165,5.1,Update address,transferred,Payment processed successfully,3.0,False
-11447,2024-08-12 08:09:51,14544498039,4,New Quote,6,general,319,8.6,Payment not processed,resolved,Transferred to supervisor,4.0,True
-11448,2024-08-12 08:12:17,19046169424,1,Claims,2,claims,187,10.8,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-11449,2024-08-12 08:33:00,13942506282,2,Billing & Payments,3,billing,181,1.7,Update address,resolved,Transferred to supervisor,4.0,True
-11450,2024-08-12 08:48:02,17906413483,0,Speak to Agent,6,general,0,10.0,Report accident,resolved,Resolved on first call,4.0,True
-11451,2024-08-12 08:50:25,18938470735,1,Claims,7,claims,43,5.8,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-11452,2024-08-12 09:02:22,14383625131,4,New Quote,6,general,128,7.2,Inquire about premium increase,resolved,Customer requested manager,5.0,True
-11453,2024-08-12 09:08:33,17739117282,0,Speak to Agent,6,general,0,10.7,Update payment method,resolved,Payment processed successfully,2.0,True
-11454,2024-08-12 09:22:05,14410741059,4,New Quote,5,general,23,3.5,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-11455,2024-08-12 09:25:00,19115273051,1,Claims,1,claims,204,4.7,Cancel policy,resolved,Transferred to supervisor,4.0,True
-11456,2024-08-12 09:30:36,14916300560,1,Claims,7,claims,343,4.9,Cancel policy,resolved,Resolved on first call,2.0,True
-11457,2024-08-12 09:36:57,19025670351,4,New Quote,6,general,128,8.7,Payment not processed,resolved,Resolved on first call,2.0,True
-11458,2024-08-12 09:45:11,16641703353,0,Speak to Agent,6,general,29,11.5,Update payment method,transferred,"Information provided, no action needed",3.0,False
-11459,2024-08-12 09:50:00,14447405781,2,Billing & Payments,8,billing,162,1.2,Request payment plan,transferred,Payment processed successfully,2.0,False
-11460,2024-08-12 10:21:23,12867737087,3,Policy Changes,6,general,138,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-11461,2024-08-12 10:34:30,16976732100,0,Speak to Agent,5,general,10,5.5,Ask about discounts,resolved,Callback scheduled for tomorrow,3.0,True
-11462,2024-08-12 10:34:50,17167410888,4,New Quote,6,general,100,8.2,General coverage question,resolved,Payment processed successfully,4.0,True
-11463,2024-08-12 10:38:08,18846396959,0,Speak to Agent,6,general,229,4.7,Request proof of insurance,follow_up_needed,"Information provided, no action needed",3.0,False
-11464,2024-08-12 10:39:37,12357112304,4,New Quote,5,general,132,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-11465,2024-08-12 10:46:03,14913642781,3,Policy Changes,6,general,32,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-11466,2024-08-12 10:49:29,13044731506,4,New Quote,6,general,20,8.5,Dispute claim denial,follow_up_needed,Customer requested manager,3.0,False
-11467,2024-08-12 10:51:32,17292591234,3,Policy Changes,6,general,203,10.2,Report accident,resolved,Customer requested manager,4.0,True
-11468,2024-08-12 10:59:15,16920869241,1,Claims,2,claims,143,9.3,Update payment method,resolved,Policy updated per customer request,4.0,True
-11469,2024-08-12 10:59:16,13597788654,0,Speak to Agent,6,general,0,9.3,Request ID cards,resolved,Policy updated per customer request,3.0,True
-11470,2024-08-12 11:02:10,18797307765,3,Policy Changes,6,general,176,8.6,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,3.0,False
-11471,2024-08-12 11:18:08,18423305153,1,Claims,1,claims,43,5.4,Cancel policy,resolved,Payment processed successfully,5.0,True
-11472,2024-08-12 11:18:35,12074967447,0,Speak to Agent,5,general,167,0.6,Update address,resolved,Customer disconnected before resolution,4.0,True
-11473,2024-08-12 11:23:45,19080813543,0,Speak to Agent,5,general,96,5.3,Request payment plan,resolved,"Information provided, no action needed",3.0,True
-11474,2024-08-12 11:29:32,12267607291,1,Claims,2,claims,0,0.0,General coverage question,abandoned,Customer abandoned,,False
-11475,2024-08-12 11:34:26,15651480925,1,Claims,1,claims,33,0.0,Update address,abandoned,Customer abandoned,,False
-11476,2024-08-12 11:41:19,13922505244,2,Billing & Payments,8,billing,175,5.1,Claim status inquiry,follow_up_needed,"Information provided, no action needed",4.0,False
-11477,2024-08-12 11:48:44,19760763654,1,Claims,7,claims,8,7.6,Reinstate lapsed policy,resolved,Payment processed successfully,3.0,True
-11478,2024-08-12 11:52:36,13761263128,0,Speak to Agent,5,general,160,4.5,Update address,resolved,Customer disconnected before resolution,3.0,True
-11479,2024-08-12 11:54:20,18137566483,2,Billing & Payments,4,billing,134,8.5,Ask about discounts,transferred,Callback scheduled for tomorrow,3.0,False
-11480,2024-08-12 12:01:38,12272334249,4,New Quote,6,general,316,11.1,Payment not processed,resolved,Customer disconnected before resolution,3.0,True
-11481,2024-08-12 12:37:54,15364544079,3,Policy Changes,5,general,11,4.9,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-11482,2024-08-12 12:43:51,18280975075,0,Speak to Agent,6,general,15,5.5,Remove vehicle from policy,resolved,"Claim filed, reference number provided",3.0,True
-11483,2024-08-12 12:46:11,19437993844,1,Claims,1,claims,84,5.9,Update payment method,follow_up_needed,Payment processed successfully,3.0,False
-11484,2024-08-12 13:20:16,19100713838,0,Speak to Agent,6,general,140,11.0,Inquire about premium increase,resolved,Customer requested manager,4.0,True
-11485,2024-08-12 13:31:58,16518351282,0,Speak to Agent,5,general,0,5.4,Ask about deductible,resolved,Resolved on first call,4.0,True
-11486,2024-08-12 14:35:52,17289557328,1,Claims,2,claims,148,8.8,Request proof of insurance,resolved,Escalated to claims adjuster,3.0,True
-11487,2024-08-12 14:51:08,14220383227,1,Claims,2,claims,110,6.0,Update payment method,resolved,Customer requested manager,2.0,True
-11488,2024-08-12 14:57:25,18985065018,2,Billing & Payments,3,billing,0,3.2,Update payment method,resolved,Transferred to supervisor,5.0,True
-11489,2024-08-12 15:06:47,16244105096,4,New Quote,5,general,230,3.5,Inquire about premium increase,resolved,Customer requested manager,4.0,True
-11490,2024-08-12 15:21:03,17797055681,4,New Quote,5,general,142,5.3,Update payment method,resolved,Transferred to supervisor,4.0,True
-11491,2024-08-12 15:21:21,14601089229,2,Billing & Payments,3,billing,337,5.5,Report accident,resolved,Callback scheduled for tomorrow,4.0,True
-11492,2024-08-12 15:24:41,16703327559,4,New Quote,5,general,236,3.1,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-11493,2024-08-12 15:29:23,14112147550,1,Claims,2,claims,82,6.5,Inquire about premium increase,resolved,Customer requested manager,4.0,True
-11494,2024-08-12 15:38:04,12898826921,1,Claims,1,claims,58,8.9,Request proof of insurance,transferred,"Claim filed, reference number provided",4.0,False
-11495,2024-08-12 15:43:23,17823634932,1,Claims,7,claims,14,4.9,Filing new auto claim,transferred,Callback scheduled for tomorrow,4.0,False
-11496,2024-08-12 16:05:48,16425477559,4,New Quote,6,general,0,6.4,Complaint about service,resolved,Policy updated per customer request,4.0,True
-11497,2024-08-12 16:06:25,18893423140,2,Billing & Payments,3,billing,87,3.9,Add driver to policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-11498,2024-08-12 16:30:41,14249840832,1,Claims,1,claims,205,8.0,Claim status inquiry,resolved,Payment processed successfully,4.0,True
-11499,2024-08-12 16:57:18,19951590276,0,Speak to Agent,5,general,217,6.5,Inquire about premium increase,resolved,Customer disconnected before resolution,3.0,True
-11500,2024-08-12 17:03:30,14203694782,3,Policy Changes,6,general,242,7.7,Request ID cards,transferred,"Information provided, no action needed",3.0,False
-11501,2024-08-12 17:33:30,12723324946,3,Policy Changes,5,general,152,9.5,Remove vehicle from policy,resolved,Escalated to claims adjuster,4.0,True
-11502,2024-08-12 17:34:52,19467086124,4,New Quote,5,general,147,3.9,Dispute claim denial,follow_up_needed,Payment processed successfully,3.0,False
-11503,2024-08-12 17:52:23,17596992865,1,Claims,2,claims,112,6.5,Request ID cards,resolved,Policy updated per customer request,4.0,True
-11504,2024-08-12 17:53:01,13640249552,0,Speak to Agent,6,general,61,8.1,Ask about discounts,resolved,Payment processed successfully,4.0,True
-11505,2024-08-12 18:10:06,18924228704,1,Claims,7,claims,94,0.0,Complaint about service,abandoned,Customer abandoned,,False
-11506,2024-08-12 18:48:05,18323834097,3,Policy Changes,6,general,86,9.0,Request payment plan,resolved,Callback scheduled for tomorrow,5.0,True
-11507,2024-08-12 18:57:39,14491083887,4,New Quote,6,general,109,7.4,Update payment method,resolved,"Information provided, no action needed",3.0,True
-11508,2024-08-13 07:04:00,16007521529,4,New Quote,6,general,118,7.4,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-11509,2024-08-13 07:16:47,15818732635,2,Billing & Payments,3,billing,60,8.7,Filing new auto claim,resolved,"Information provided, no action needed",3.0,True
-11510,2024-08-13 07:21:07,14455546706,1,Claims,7,claims,56,3.1,Request ID cards,resolved,Payment processed successfully,4.0,True
-11511,2024-08-13 07:25:09,18666538530,0,Speak to Agent,5,general,64,7.6,Update payment method,resolved,"Claim filed, reference number provided",5.0,True
-11512,2024-08-13 07:35:43,16438170237,4,New Quote,6,general,61,4.0,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-11513,2024-08-13 07:35:53,19360163545,1,Claims,2,claims,0,6.6,Dispute claim denial,resolved,Customer requested manager,5.0,True
-11514,2024-08-13 07:49:06,13003520245,1,Claims,2,claims,122,4.2,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-11515,2024-08-13 08:07:13,19365839605,1,Claims,7,claims,215,8.7,Ask about discounts,resolved,"Claim filed, reference number provided",5.0,True
-11516,2024-08-13 08:22:16,19075319340,4,New Quote,6,general,0,6.8,Add driver to policy,follow_up_needed,Customer disconnected before resolution,2.0,False
-11517,2024-08-13 08:54:01,15498297109,0,Speak to Agent,5,general,196,8.2,Request ID cards,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-11518,2024-08-13 09:03:10,16698267680,1,Claims,2,claims,177,9.8,Add driver to policy,follow_up_needed,Customer disconnected before resolution,2.0,False
-11519,2024-08-13 09:11:59,13395121396,0,Speak to Agent,5,general,73,1.6,Ask about discounts,resolved,Customer disconnected before resolution,5.0,True
-11520,2024-08-13 09:21:42,17366839801,1,Claims,7,claims,0,1.8,Reinstate lapsed policy,resolved,Payment processed successfully,2.0,True
-11521,2024-08-13 09:29:44,17732383219,0,Speak to Agent,5,general,4,0.5,Add driver to policy,resolved,Customer requested manager,5.0,True
-11522,2024-08-13 09:34:08,14336824805,1,Claims,1,claims,210,7.5,Ask about deductible,resolved,Customer requested manager,5.0,True
-11523,2024-08-13 09:53:27,13252523593,2,Billing & Payments,3,billing,3,2.6,Add driver to policy,resolved,"Information provided, no action needed",4.0,True
-11524,2024-08-13 09:56:39,18277738645,4,New Quote,6,general,29,4.7,Payment not processed,resolved,Policy updated per customer request,3.0,True
-11525,2024-08-13 10:06:49,15830453969,0,Speak to Agent,6,general,0,9.8,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-11526,2024-08-13 10:07:32,16523327235,3,Policy Changes,5,general,210,9.0,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-11527,2024-08-13 10:14:41,16208461695,4,New Quote,6,general,105,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-11528,2024-08-13 10:25:33,18188790956,0,Speak to Agent,6,general,259,8.7,Request proof of insurance,resolved,Customer disconnected before resolution,3.0,True
-11529,2024-08-13 10:26:16,19138206031,1,Claims,2,claims,78,8.9,Add driver to policy,resolved,"Information provided, no action needed",5.0,True
-11530,2024-08-13 10:27:05,18799562644,2,Billing & Payments,8,billing,236,5.3,Request payment plan,resolved,Customer requested manager,3.0,True
-11531,2024-08-13 10:37:59,15163081667,1,Claims,1,claims,152,4.2,Complaint about service,follow_up_needed,"Claim filed, reference number provided",4.0,False
-11532,2024-08-13 11:15:11,16424837824,4,New Quote,5,general,280,9.4,Ask about deductible,follow_up_needed,"Information provided, no action needed",5.0,False
-11533,2024-08-13 11:21:52,17234177694,1,Claims,2,claims,116,7.0,Remove vehicle from policy,resolved,Policy updated per customer request,3.0,True
-11534,2024-08-13 11:22:14,19655188843,4,New Quote,6,general,30,8.3,Change coverage level,follow_up_needed,"Claim filed, reference number provided",3.0,False
-11535,2024-08-13 12:02:43,12550600534,1,Claims,2,claims,172,10.4,General coverage question,resolved,Resolved on first call,4.0,True
-11536,2024-08-13 12:10:36,13586294031,0,Speak to Agent,6,general,78,7.4,Update address,follow_up_needed,Escalated to claims adjuster,5.0,False
-11537,2024-08-13 12:12:33,13213913357,0,Speak to Agent,5,general,95,3.8,Add driver to policy,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-11538,2024-08-13 13:18:44,13599560441,1,Claims,2,claims,189,9.5,Ask about deductible,resolved,Callback scheduled for tomorrow,5.0,True
-11539,2024-08-13 13:44:49,15142152688,0,Speak to Agent,5,general,116,1.9,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-11540,2024-08-13 13:49:50,15333784101,1,Claims,2,claims,126,11.1,Report accident,resolved,Callback scheduled for tomorrow,3.0,True
-11541,2024-08-13 14:13:19,14601072839,1,Claims,7,claims,118,5.2,Update payment method,resolved,Payment processed successfully,4.0,True
-11542,2024-08-13 14:28:14,12830814155,3,Policy Changes,5,general,130,2.1,General coverage question,follow_up_needed,Escalated to claims adjuster,3.0,False
-11543,2024-08-13 14:51:22,15391666967,0,Speak to Agent,6,general,33,8.3,Reinstate lapsed policy,resolved,Resolved on first call,3.0,True
-11544,2024-08-13 15:40:09,12488166984,2,Billing & Payments,4,billing,107,0.0,Request payment plan,abandoned,Customer abandoned,,False
-11545,2024-08-13 15:41:48,12281137354,1,Claims,2,claims,73,8.7,Reinstate lapsed policy,transferred,Escalated to claims adjuster,2.0,False
-11546,2024-08-13 16:27:29,14897467093,0,Speak to Agent,6,general,0,10.6,Add driver to policy,resolved,Customer requested manager,4.0,True
-11547,2024-08-13 16:55:18,17503249788,1,Claims,1,claims,165,2.9,Request payment plan,resolved,Transferred to supervisor,5.0,True
-11548,2024-08-13 17:13:27,13888264800,1,Claims,1,claims,222,5.8,Payment not processed,resolved,"Information provided, no action needed",5.0,True
-11549,2024-08-13 17:13:35,12820748754,0,Speak to Agent,5,general,203,4.8,Ask about deductible,transferred,"Claim filed, reference number provided",4.0,False
-11550,2024-08-13 17:57:22,16171416909,0,Speak to Agent,6,general,95,6.1,General coverage question,follow_up_needed,Payment processed successfully,2.0,False
-11551,2024-08-13 18:05:02,17615715865,4,New Quote,6,general,151,10.7,Ask about discounts,follow_up_needed,"Information provided, no action needed",4.0,False
-11552,2024-08-13 18:18:47,17517972982,1,Claims,7,claims,4,7.7,Claim status inquiry,resolved,Customer requested manager,3.0,True
-11553,2024-08-13 18:22:25,12529374832,1,Claims,2,claims,53,9.1,Add driver to policy,resolved,"Claim filed, reference number provided",5.0,True
-11554,2024-08-13 18:25:20,17282949470,0,Speak to Agent,6,general,57,1.4,Remove vehicle from policy,resolved,"Claim filed, reference number provided",3.0,True
-11555,2024-08-13 18:29:45,14796794293,0,Speak to Agent,5,general,2,10.1,Inquire about premium increase,resolved,Escalated to claims adjuster,2.0,True
-11556,2024-08-13 18:36:14,18288971277,4,New Quote,5,general,191,7.4,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-11557,2024-08-13 18:40:01,12782961941,3,Policy Changes,6,general,66,8.5,Inquire about premium increase,resolved,Escalated to claims adjuster,3.0,True
-11558,2024-08-13 18:40:38,14911240292,4,New Quote,5,general,234,8.1,Change coverage level,transferred,Payment processed successfully,4.0,False
-11559,2024-08-13 18:59:50,16721403576,1,Claims,2,claims,290,3.5,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",1.0,False
-11560,2024-08-14 07:08:36,12745344978,2,Billing & Payments,3,billing,58,6.2,Payment not processed,resolved,Transferred to supervisor,5.0,True
-11561,2024-08-14 08:09:32,18472519329,3,Policy Changes,5,general,0,5.3,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-11562,2024-08-14 08:14:03,17591137516,0,Speak to Agent,6,general,71,9.5,Update payment method,resolved,"Information provided, no action needed",3.0,True
-11563,2024-08-14 08:14:12,15855909814,4,New Quote,5,general,162,7.0,Filing new auto claim,resolved,Resolved on first call,4.0,True
-11564,2024-08-14 08:18:31,14704223252,3,Policy Changes,5,general,93,6.6,Filing new auto claim,resolved,Payment processed successfully,3.0,True
-11565,2024-08-14 08:35:42,16743710758,1,Claims,2,claims,237,4.2,General coverage question,resolved,Transferred to supervisor,4.0,True
-11566,2024-08-14 09:05:13,13311287951,2,Billing & Payments,3,billing,179,8.6,Change coverage level,follow_up_needed,Policy updated per customer request,2.0,False
-11567,2024-08-14 09:16:59,15761932411,0,Speak to Agent,6,general,165,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-11568,2024-08-14 09:36:09,18802544396,3,Policy Changes,6,general,161,3.8,Change coverage level,follow_up_needed,Customer requested manager,2.0,False
-11569,2024-08-14 09:42:02,19337435603,1,Claims,2,claims,141,5.3,Request ID cards,resolved,Transferred to supervisor,3.0,True
-11570,2024-08-14 09:57:06,17354858685,1,Claims,1,claims,3,2.1,Change coverage level,resolved,Policy updated per customer request,5.0,True
-11571,2024-08-14 10:13:19,12930526768,2,Billing & Payments,3,billing,185,1.0,Ask about deductible,follow_up_needed,Policy updated per customer request,3.0,False
-11572,2024-08-14 10:22:40,18733962552,1,Claims,1,claims,284,1.7,Payment not processed,resolved,"Claim filed, reference number provided",4.0,True
-11573,2024-08-14 10:39:10,17396779815,1,Claims,2,claims,154,8.9,Update address,resolved,Customer disconnected before resolution,4.0,True
-11574,2024-08-14 10:48:35,19225300723,1,Claims,7,claims,118,4.6,Request payment plan,resolved,Escalated to claims adjuster,3.0,True
-11575,2024-08-14 10:53:54,16842141081,0,Speak to Agent,5,general,9,6.4,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-11576,2024-08-14 10:58:03,19435499412,2,Billing & Payments,4,billing,12,5.5,Request payment plan,resolved,Transferred to supervisor,3.0,True
-11577,2024-08-14 11:09:54,12050808621,3,Policy Changes,6,general,189,7.7,Update address,follow_up_needed,Payment processed successfully,2.0,False
-11578,2024-08-14 11:12:35,12396051517,1,Claims,1,claims,229,6.1,Request payment plan,transferred,Resolved on first call,3.0,False
-11579,2024-08-14 11:28:47,16316611160,4,New Quote,6,general,125,8.3,Update payment method,follow_up_needed,"Information provided, no action needed",3.0,False
-11580,2024-08-14 11:34:13,15712980917,3,Policy Changes,5,general,208,5.1,Update payment method,transferred,Transferred to supervisor,2.0,False
-11581,2024-08-14 11:40:05,18375194901,0,Speak to Agent,6,general,201,12.0,Inquire about premium increase,transferred,Payment processed successfully,3.0,False
-11582,2024-08-14 11:42:47,16723820630,2,Billing & Payments,3,billing,240,7.7,Reinstate lapsed policy,follow_up_needed,Resolved on first call,3.0,False
-11583,2024-08-14 11:44:28,17633517476,2,Billing & Payments,4,billing,203,10.6,Filing new auto claim,resolved,Customer requested manager,4.0,True
-11584,2024-08-14 12:01:41,13916744501,2,Billing & Payments,4,billing,0,7.9,General coverage question,resolved,Customer disconnected before resolution,5.0,True
-11585,2024-08-14 12:37:15,17633927388,2,Billing & Payments,3,billing,227,7.5,Cancel policy,resolved,Customer requested manager,3.0,True
-11586,2024-08-14 13:08:57,16717043281,3,Policy Changes,6,general,123,8.9,General coverage question,resolved,Escalated to claims adjuster,4.0,True
-11587,2024-08-14 13:11:48,14701867625,1,Claims,2,claims,67,9.4,Remove vehicle from policy,follow_up_needed,Transferred to supervisor,4.0,False
-11588,2024-08-14 13:26:50,19663526836,4,New Quote,6,general,71,7.9,General coverage question,resolved,Policy updated per customer request,3.0,True
-11589,2024-08-14 13:30:20,15369736099,1,Claims,7,claims,86,7.3,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-11590,2024-08-14 13:33:37,17372754927,2,Billing & Payments,8,billing,100,11.8,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",3.0,True
-11591,2024-08-14 14:12:00,14874190524,2,Billing & Payments,4,billing,154,2.1,Inquire about premium increase,resolved,"Information provided, no action needed",1.0,True
-11592,2024-08-14 14:23:20,13308391306,3,Policy Changes,5,general,86,4.1,Payment not processed,transferred,Policy updated per customer request,2.0,False
-11593,2024-08-14 14:34:33,12053951233,0,Speak to Agent,6,general,118,7.7,Dispute claim denial,transferred,Transferred to supervisor,5.0,False
-11594,2024-08-14 14:37:32,12995050415,1,Claims,7,claims,181,2.4,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,2.0,True
-11595,2024-08-14 14:45:40,16259262712,2,Billing & Payments,8,billing,183,11.0,Remove vehicle from policy,resolved,Escalated to claims adjuster,3.0,True
-11596,2024-08-14 14:47:28,19647445057,2,Billing & Payments,8,billing,104,0.5,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-11597,2024-08-14 14:50:14,13559697072,1,Claims,2,claims,96,5.6,Add driver to policy,follow_up_needed,Payment processed successfully,3.0,False
-11598,2024-08-14 14:56:18,19839487974,3,Policy Changes,6,general,106,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-11599,2024-08-14 15:01:41,14699147825,4,New Quote,5,general,144,1.2,Complaint about service,resolved,Customer requested manager,5.0,True
-11600,2024-08-14 15:05:50,14976159096,2,Billing & Payments,8,billing,121,2.0,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,5.0,False
-11601,2024-08-14 15:09:03,17522452229,0,Speak to Agent,6,general,124,9.5,Update payment method,resolved,Transferred to supervisor,4.0,True
-11602,2024-08-14 15:11:20,15741551394,1,Claims,1,claims,108,3.8,Request payment plan,follow_up_needed,Transferred to supervisor,5.0,False
-11603,2024-08-14 15:15:51,16573320922,3,Policy Changes,5,general,8,6.2,Add driver to policy,resolved,Callback scheduled for tomorrow,4.0,True
-11604,2024-08-14 15:30:29,17975759880,2,Billing & Payments,4,billing,90,4.3,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,4.0,False
-11605,2024-08-14 15:51:55,18891053149,3,Policy Changes,5,general,140,7.6,Ask about deductible,follow_up_needed,Resolved on first call,5.0,False
-11606,2024-08-14 16:10:39,18459086881,0,Speak to Agent,6,general,50,6.7,Complaint about service,transferred,Payment processed successfully,3.0,False
-11607,2024-08-14 16:15:20,13698217110,3,Policy Changes,5,general,152,6.1,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-11608,2024-08-14 16:20:01,19266205798,0,Speak to Agent,5,general,238,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-11609,2024-08-14 16:28:35,13753942427,0,Speak to Agent,5,general,76,3.1,Remove vehicle from policy,resolved,"Information provided, no action needed",3.0,True
-11610,2024-08-14 16:46:03,16969719879,3,Policy Changes,6,general,24,7.7,Inquire about premium increase,transferred,"Claim filed, reference number provided",3.0,False
-11611,2024-08-14 16:59:20,14793575625,2,Billing & Payments,3,billing,8,6.6,Complaint about service,resolved,"Information provided, no action needed",3.0,True
-11612,2024-08-14 17:01:53,15882951461,1,Claims,7,claims,26,7.4,General coverage question,resolved,Resolved on first call,4.0,True
-11613,2024-08-14 17:41:54,12816919827,1,Claims,2,claims,170,7.6,Request payment plan,transferred,"Information provided, no action needed",2.0,False
-11614,2024-08-14 17:47:43,15970966656,0,Speak to Agent,5,general,2,2.2,Ask about discounts,resolved,"Claim filed, reference number provided",3.0,True
-11615,2024-08-14 18:01:49,13696277959,1,Claims,1,claims,110,5.5,Update payment method,resolved,Transferred to supervisor,4.0,True
-11616,2024-08-14 18:45:01,16470950134,1,Claims,7,claims,279,1.7,Request payment plan,resolved,Payment processed successfully,5.0,True
-11617,2024-08-14 18:59:50,19817169386,1,Claims,7,claims,70,5.7,Update address,resolved,Transferred to supervisor,4.0,True
-11618,2024-08-15 07:01:32,13558528426,2,Billing & Payments,8,billing,33,9.3,Update address,transferred,Callback scheduled for tomorrow,3.0,False
-11619,2024-08-15 07:03:29,14489222673,0,Speak to Agent,1,claims,470,6.9,Complaint about service,follow_up_needed,Payment processed successfully,2.0,False
-11620,2024-08-15 07:04:04,14612539082,1,Claims,7,claims,149,3.9,Cancel policy,resolved,Payment processed successfully,3.0,True
-11621,2024-08-15 07:05:15,19530239630,0,Speak to Agent,8,billing,509,7.1,Complaint about service,follow_up_needed,Policy updated per customer request,2.0,False
-11622,2024-08-15 07:06:29,19469139256,0,Speak to Agent,4,billing,392,13.7,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-11623,2024-08-15 07:09:55,17828594785,0,Speak to Agent,1,claims,198,12.7,Complaint about service,follow_up_needed,Payment processed successfully,3.0,False
-11624,2024-08-15 07:10:14,12983798145,0,Speak to Agent,5,general,238,8.3,Complaint about service,resolved,Resolved on first call,1.0,False
-11625,2024-08-15 07:15:58,13136355895,2,Billing & Payments,3,billing,149,6.2,Change coverage level,resolved,Policy updated per customer request,4.0,True
-11626,2024-08-15 07:16:18,18393006695,0,Speak to Agent,8,billing,321,8.7,Complaint about service,resolved,Escalated to claims adjuster,2.0,False
-11627,2024-08-15 07:18:21,16885868552,0,Speak to Agent,2,claims,272,10.2,Complaint about service,transferred,Callback scheduled for tomorrow,3.0,False
-11628,2024-08-15 07:18:47,14274537666,0,Speak to Agent,5,general,358,5.1,Complaint about service,follow_up_needed,Payment processed successfully,1.0,False
-11629,2024-08-15 07:19:08,13485115915,0,Speak to Agent,2,claims,259,3.5,Complaint about service,resolved,Customer disconnected before resolution,1.0,False
-11630,2024-08-15 07:20:27,18343533906,0,Speak to Agent,7,claims,317,0.6,Complaint about service,resolved,Transferred to supervisor,2.0,False
-11631,2024-08-15 07:22:22,18301481617,0,Speak to Agent,4,billing,164,5.2,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-11632,2024-08-15 07:22:30,17630015560,0,Speak to Agent,8,billing,398,11.1,Complaint about service,resolved,Customer disconnected before resolution,1.0,False
-11633,2024-08-15 07:22:49,15184517005,0,Speak to Agent,1,claims,516,13.2,Complaint about service,resolved,Policy updated per customer request,1.0,False
-11634,2024-08-15 07:24:35,13797582652,0,Speak to Agent,1,claims,390,13.8,Complaint about service,follow_up_needed,Resolved on first call,2.0,False
-11635,2024-08-15 07:24:54,15986990208,0,Speak to Agent,7,claims,427,10.2,Complaint about service,transferred,Customer disconnected before resolution,1.0,False
-11636,2024-08-15 07:25:13,17638547642,0,Speak to Agent,8,billing,396,9.1,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,False
-11637,2024-08-15 07:26:44,14696319213,0,Speak to Agent,6,general,355,5.4,Complaint about service,resolved,Resolved on first call,2.0,False
-11638,2024-08-15 07:30:05,18406129307,0,Speak to Agent,3,billing,354,11.8,Complaint about service,resolved,"Information provided, no action needed",2.0,False
-11639,2024-08-15 07:31:24,12321143930,0,Speak to Agent,8,billing,418,8.3,Complaint about service,abandoned,Callback scheduled for tomorrow,1.0,False
-11640,2024-08-15 07:31:53,14017835732,0,Speak to Agent,2,claims,283,10.2,Complaint about service,follow_up_needed,"Information provided, no action needed",3.0,False
-11641,2024-08-15 07:36:16,19051494948,0,Speak to Agent,8,billing,279,6.1,Complaint about service,abandoned,Escalated to claims adjuster,1.0,False
-11642,2024-08-15 07:36:23,18652624766,0,Speak to Agent,4,billing,318,12.3,Complaint about service,resolved,Policy updated per customer request,3.0,False
-11643,2024-08-15 07:37:20,16010843808,0,Speak to Agent,3,billing,342,10.4,Complaint about service,resolved,Customer requested manager,1.0,False
-11644,2024-08-15 07:39:07,13305877264,0,Speak to Agent,6,general,438,3.3,Complaint about service,transferred,Payment processed successfully,3.0,False
-11645,2024-08-15 07:39:15,13677020188,0,Speak to Agent,3,billing,400,7.8,Complaint about service,resolved,"Information provided, no action needed",2.0,False
-11646,2024-08-15 07:41:57,17323469570,0,Speak to Agent,6,general,317,9.2,Complaint about service,resolved,Payment processed successfully,3.0,False
-11647,2024-08-15 07:43:42,16966200080,0,Speak to Agent,6,general,116,10.2,General coverage question,follow_up_needed,Resolved on first call,1.0,False
-11648,2024-08-15 07:49:38,15161238794,0,Speak to Agent,7,claims,310,13.6,Complaint about service,follow_up_needed,Escalated to claims adjuster,3.0,False
-11649,2024-08-15 07:53:53,19526342164,0,Speak to Agent,6,general,158,9.7,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-11650,2024-08-15 07:56:29,14444913300,0,Speak to Agent,2,claims,141,7.6,Complaint about service,follow_up_needed,Customer disconnected before resolution,1.0,False
-11651,2024-08-15 07:56:57,15469489981,0,Speak to Agent,8,billing,399,7.7,Complaint about service,follow_up_needed,Payment processed successfully,1.0,False
-11652,2024-08-15 07:57:10,17963974648,0,Speak to Agent,5,general,323,12.7,Complaint about service,abandoned,Customer requested manager,2.0,False
-11653,2024-08-15 07:59:28,14646758371,0,Speak to Agent,4,billing,358,7.9,Complaint about service,resolved,Customer requested manager,1.0,False
-11654,2024-08-15 08:00:26,12277896377,0,Speak to Agent,4,billing,317,8.4,Complaint about service,follow_up_needed,"Information provided, no action needed",3.0,False
-11655,2024-08-15 08:05:10,17111320261,0,Speak to Agent,7,claims,146,9.4,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-11656,2024-08-15 08:07:29,16547338173,0,Speak to Agent,2,claims,532,10.1,Complaint about service,abandoned,Callback scheduled for tomorrow,2.0,False
-11657,2024-08-15 08:08:04,12166811120,0,Speak to Agent,3,billing,278,6.8,Complaint about service,follow_up_needed,"Information provided, no action needed",3.0,False
-11658,2024-08-15 08:09:11,18194762562,0,Speak to Agent,8,billing,298,8.4,Complaint about service,follow_up_needed,Customer requested manager,1.0,False
-11659,2024-08-15 08:09:40,15235660939,0,Speak to Agent,4,billing,212,11.6,Complaint about service,transferred,Policy updated per customer request,2.0,False
-11660,2024-08-15 08:10:16,18832477930,0,Speak to Agent,3,billing,280,8.8,Complaint about service,resolved,Customer disconnected before resolution,1.0,False
-11661,2024-08-15 08:10:39,18108266296,0,Speak to Agent,5,general,416,8.9,Complaint about service,transferred,Customer disconnected before resolution,3.0,False
-11662,2024-08-15 08:12:19,19530895994,0,Speak to Agent,5,general,247,11.1,Complaint about service,resolved,Escalated to claims adjuster,1.0,False
-11663,2024-08-15 08:12:25,19325239508,0,Speak to Agent,3,billing,469,4.1,Complaint about service,follow_up_needed,Payment processed successfully,2.0,False
-11664,2024-08-15 08:13:20,19020530606,0,Speak to Agent,6,general,188,6.4,Complaint about service,follow_up_needed,Escalated to claims adjuster,2.0,False
-11665,2024-08-15 08:16:10,13695987131,0,Speak to Agent,3,billing,541,8.8,Complaint about service,resolved,"Claim filed, reference number provided",1.0,False
-11666,2024-08-15 08:21:04,12367263462,2,Billing & Payments,3,billing,43,4.5,Report accident,resolved,Transferred to supervisor,3.0,True
-11667,2024-08-15 08:21:22,19248012440,0,Speak to Agent,1,claims,380,9.6,Complaint about service,resolved,Payment processed successfully,4.0,False
-11668,2024-08-15 08:22:08,16413393947,0,Speak to Agent,3,billing,349,2.9,Complaint about service,resolved,Resolved on first call,1.0,False
-11669,2024-08-15 08:26:45,12975656302,0,Speak to Agent,1,claims,156,10.1,Complaint about service,resolved,Policy updated per customer request,2.0,False
-11670,2024-08-15 08:27:48,12790559857,1,Claims,2,claims,126,0.0,Cancel policy,abandoned,Customer abandoned,,False
-11671,2024-08-15 08:29:33,16207332845,0,Speak to Agent,7,claims,136,-1.2,Complaint about service,abandoned,Payment processed successfully,3.0,False
-11672,2024-08-15 08:29:38,14712952511,0,Speak to Agent,2,claims,310,10.8,Complaint about service,resolved,Customer disconnected before resolution,1.0,False
-11673,2024-08-15 08:31:52,19168765804,0,Speak to Agent,4,billing,288,7.1,Complaint about service,resolved,Escalated to claims adjuster,3.0,False
-11674,2024-08-15 08:32:44,15908532112,0,Speak to Agent,6,general,150,0.0,Request payment plan,abandoned,Customer abandoned,,False
-11675,2024-08-15 08:33:31,12074676585,3,Policy Changes,5,general,135,8.4,Ask about deductible,follow_up_needed,Payment processed successfully,2.0,False
-11676,2024-08-15 08:37:32,15877785019,0,Speak to Agent,8,billing,465,8.2,Complaint about service,abandoned,Escalated to claims adjuster,2.0,False
-11677,2024-08-15 08:38:23,12929306193,0,Speak to Agent,1,claims,68,3.8,Complaint about service,resolved,"Information provided, no action needed",1.0,False
-11678,2024-08-15 08:38:36,18999509394,0,Speak to Agent,1,claims,353,12.0,Complaint about service,transferred,Payment processed successfully,3.0,False
-11679,2024-08-15 08:45:25,19573928053,2,Billing & Payments,3,billing,123,4.0,Update address,resolved,Resolved on first call,4.0,True
-11680,2024-08-15 08:46:04,16869710121,0,Speak to Agent,3,billing,356,12.0,Complaint about service,follow_up_needed,Payment processed successfully,3.0,False
-11681,2024-08-15 08:50:10,12132933171,0,Speak to Agent,8,billing,140,17.4,Complaint about service,follow_up_needed,Transferred to supervisor,2.0,False
-11682,2024-08-15 08:50:52,14755345825,0,Speak to Agent,8,billing,378,10.1,Complaint about service,follow_up_needed,Customer requested manager,3.0,False
-11683,2024-08-15 08:50:55,13244747527,0,Speak to Agent,5,general,330,3.2,Complaint about service,follow_up_needed,"Information provided, no action needed",1.0,False
-11684,2024-08-15 08:53:09,14388694704,0,Speak to Agent,5,general,134,10.4,General coverage question,resolved,Policy updated per customer request,5.0,True
-11685,2024-08-15 08:53:25,16048401052,0,Speak to Agent,6,general,255,7.1,Complaint about service,resolved,Resolved on first call,3.0,False
-11686,2024-08-15 08:54:14,12998981063,4,New Quote,6,general,202,10.6,Request proof of insurance,resolved,Customer requested manager,5.0,True
-11687,2024-08-15 08:56:15,18928580258,0,Speak to Agent,8,billing,252,5.3,Complaint about service,resolved,Policy updated per customer request,3.0,False
-11688,2024-08-15 08:57:52,19764463720,0,Speak to Agent,7,claims,521,11.0,Complaint about service,abandoned,Transferred to supervisor,3.0,False
-11689,2024-08-15 08:58:38,18938419144,0,Speak to Agent,4,billing,370,11.6,Complaint about service,resolved,"Information provided, no action needed",4.0,False
-11690,2024-08-15 09:00:18,18038168270,0,Speak to Agent,6,general,313,11.2,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-11691,2024-08-15 09:00:34,17191831771,0,Speak to Agent,4,billing,341,8.3,Complaint about service,abandoned,Callback scheduled for tomorrow,4.0,False
-11692,2024-08-15 09:01:12,13360366011,0,Speak to Agent,2,claims,103,5.7,Complaint about service,resolved,Payment processed successfully,1.0,False
-11693,2024-08-15 09:02:23,17777616771,0,Speak to Agent,4,billing,273,10.1,Complaint about service,resolved,Resolved on first call,1.0,False
-11694,2024-08-15 09:02:48,19326896101,0,Speak to Agent,4,billing,448,9.3,Complaint about service,follow_up_needed,Policy updated per customer request,2.0,False
-11695,2024-08-15 09:04:00,12520239664,0,Speak to Agent,2,claims,294,8.0,Complaint about service,resolved,Resolved on first call,3.0,False
-11696,2024-08-15 09:05:25,16413137485,0,Speak to Agent,3,billing,231,10.4,Complaint about service,resolved,Policy updated per customer request,1.0,False
-11697,2024-08-15 09:05:31,18122644012,0,Speak to Agent,1,claims,336,8.7,Complaint about service,follow_up_needed,Resolved on first call,2.0,False
-11698,2024-08-15 09:05:45,15433053501,0,Speak to Agent,5,general,119,14.9,Complaint about service,transferred,Callback scheduled for tomorrow,4.0,False
-11699,2024-08-15 09:05:48,18335373626,0,Speak to Agent,8,billing,95,5.8,Complaint about service,transferred,Transferred to supervisor,1.0,False
-11700,2024-08-15 09:06:16,13347652350,0,Speak to Agent,7,claims,286,1.5,Complaint about service,transferred,Policy updated per customer request,3.0,False
-11701,2024-08-15 09:06:24,18150949033,0,Speak to Agent,6,general,250,7.9,Complaint about service,follow_up_needed,"Claim filed, reference number provided",3.0,False
-11702,2024-08-15 09:07:48,13001694939,3,Policy Changes,5,general,145,0.0,Request ID cards,abandoned,Customer abandoned,,False
-11703,2024-08-15 09:08:12,14490410493,0,Speak to Agent,2,claims,386,0.4,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,False
-11704,2024-08-15 09:08:12,16190760894,0,Speak to Agent,4,billing,577,6.1,Complaint about service,transferred,Callback scheduled for tomorrow,2.0,False
-11705,2024-08-15 09:08:35,16090483880,0,Speak to Agent,4,billing,157,8.4,Complaint about service,resolved,Escalated to claims adjuster,1.0,False
-11706,2024-08-15 09:09:16,15456527833,0,Speak to Agent,3,billing,528,11.5,Complaint about service,transferred,Transferred to supervisor,1.0,False
-11707,2024-08-15 09:09:20,18466161160,0,Speak to Agent,4,billing,244,8.5,Complaint about service,resolved,"Claim filed, reference number provided",3.0,False
-11708,2024-08-15 09:12:47,18422160122,0,Speak to Agent,3,billing,30,9.7,Complaint about service,resolved,Escalated to claims adjuster,1.0,False
-11709,2024-08-15 09:13:38,17495947344,1,Claims,7,claims,0,7.9,Claim status inquiry,resolved,Callback scheduled for tomorrow,3.0,True
-11710,2024-08-15 09:13:49,14907703793,2,Billing & Payments,3,billing,15,2.8,Report accident,resolved,Payment processed successfully,3.0,True
-11711,2024-08-15 09:14:14,14832562105,0,Speak to Agent,1,claims,385,10.4,Complaint about service,resolved,Payment processed successfully,3.0,False
-11712,2024-08-15 09:18:39,16479575492,0,Speak to Agent,6,general,49,7.3,Complaint about service,follow_up_needed,Transferred to supervisor,3.0,False
-11713,2024-08-15 09:20:43,18172671191,0,Speak to Agent,6,general,240,10.4,Complaint about service,follow_up_needed,Policy updated per customer request,2.0,False
-11714,2024-08-15 09:22:45,12777482318,0,Speak to Agent,7,claims,436,5.2,Complaint about service,resolved,Policy updated per customer request,3.0,False
-11715,2024-08-15 09:23:14,17029600994,0,Speak to Agent,2,claims,213,9.0,Complaint about service,resolved,Policy updated per customer request,1.0,False
-11716,2024-08-15 09:26:33,14089996051,4,New Quote,6,general,96,0.0,Request ID cards,abandoned,Customer abandoned,,False
-11717,2024-08-15 09:26:46,14124422666,0,Speak to Agent,8,billing,205,20.7,Complaint about service,transferred,Resolved on first call,3.0,False
-11718,2024-08-15 09:27:05,17500521464,0,Speak to Agent,2,claims,321,5.9,Complaint about service,resolved,Customer disconnected before resolution,3.0,False
-11719,2024-08-15 09:27:16,12550555832,0,Speak to Agent,7,claims,457,4.3,Complaint about service,follow_up_needed,Resolved on first call,3.0,False
-11720,2024-08-15 09:27:30,13757027498,0,Speak to Agent,3,billing,356,9.4,Complaint about service,follow_up_needed,Customer requested manager,1.0,False
-11721,2024-08-15 09:27:41,17648799675,4,New Quote,6,general,45,8.4,Change coverage level,resolved,Payment processed successfully,4.0,True
-11722,2024-08-15 09:28:03,16609394405,0,Speak to Agent,2,claims,212,6.7,Complaint about service,resolved,"Claim filed, reference number provided",1.0,False
-11723,2024-08-15 09:29:31,18596373441,2,Billing & Payments,3,billing,181,2.7,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-11724,2024-08-15 09:29:34,15496047750,3,Policy Changes,6,general,0,12.3,Claim status inquiry,follow_up_needed,Transferred to supervisor,2.0,False
-11725,2024-08-15 09:30:06,19269246237,0,Speak to Agent,4,billing,275,7.7,Complaint about service,abandoned,Customer requested manager,3.0,False
-11726,2024-08-15 09:31:32,16354602988,0,Speak to Agent,3,billing,43,10.5,Complaint about service,follow_up_needed,Payment processed successfully,2.0,False
-11727,2024-08-15 09:32:13,17929761859,0,Speak to Agent,4,billing,286,7.9,Complaint about service,follow_up_needed,Payment processed successfully,3.0,False
-11728,2024-08-15 09:32:28,15097510707,0,Speak to Agent,7,claims,160,11.7,Complaint about service,abandoned,Customer requested manager,1.0,False
-11729,2024-08-15 09:33:06,18362251524,2,Billing & Payments,4,billing,269,5.2,Filing new auto claim,resolved,Customer disconnected before resolution,3.0,True
-11730,2024-08-15 09:33:06,13247650200,0,Speak to Agent,6,general,499,8.0,Complaint about service,resolved,"Information provided, no action needed",2.0,False
-11731,2024-08-15 09:33:47,19607977224,0,Speak to Agent,1,claims,235,7.0,Complaint about service,transferred,"Claim filed, reference number provided",3.0,False
-11732,2024-08-15 09:33:57,19934538064,0,Speak to Agent,4,billing,304,3.4,Complaint about service,transferred,Callback scheduled for tomorrow,3.0,False
-11733,2024-08-15 09:34:13,12291766834,0,Speak to Agent,4,billing,286,6.4,Complaint about service,follow_up_needed,Customer disconnected before resolution,2.0,False
-11734,2024-08-15 09:34:32,18747253584,0,Speak to Agent,7,claims,376,5.3,Complaint about service,abandoned,Callback scheduled for tomorrow,3.0,False
-11735,2024-08-15 09:35:20,12516215950,0,Speak to Agent,5,general,501,6.9,Complaint about service,follow_up_needed,Resolved on first call,3.0,False
-11736,2024-08-15 09:35:40,19125524956,0,Speak to Agent,7,claims,476,7.3,Complaint about service,transferred,"Claim filed, reference number provided",1.0,False
-11737,2024-08-15 09:35:59,13435191408,0,Speak to Agent,4,billing,331,7.2,Complaint about service,abandoned,"Information provided, no action needed",1.0,False
-11738,2024-08-15 09:36:03,19581020807,0,Speak to Agent,8,billing,437,8.0,Complaint about service,follow_up_needed,Escalated to claims adjuster,3.0,False
-11739,2024-08-15 09:36:39,17883074953,0,Speak to Agent,2,claims,102,8.2,Complaint about service,transferred,"Claim filed, reference number provided",1.0,False
-11740,2024-08-15 09:38:02,12107181514,0,Speak to Agent,6,general,204,10.5,Complaint about service,resolved,Callback scheduled for tomorrow,2.0,False
-11741,2024-08-15 09:38:48,14107293034,0,Speak to Agent,5,general,312,4.7,Complaint about service,resolved,Customer disconnected before resolution,1.0,False
-11742,2024-08-15 09:39:14,18208399763,0,Speak to Agent,2,claims,359,8.9,Complaint about service,abandoned,Transferred to supervisor,1.0,False
-11743,2024-08-15 09:39:37,18385453184,0,Speak to Agent,3,billing,345,3.6,Complaint about service,follow_up_needed,Customer requested manager,1.0,False
-11744,2024-08-15 09:42:17,14307371509,0,Speak to Agent,7,claims,258,5.1,Complaint about service,follow_up_needed,Policy updated per customer request,2.0,False
-11745,2024-08-15 09:43:04,17727945375,0,Speak to Agent,5,general,375,6.5,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-11746,2024-08-15 09:43:11,15019058649,0,Speak to Agent,1,claims,148,8.4,Complaint about service,follow_up_needed,Customer disconnected before resolution,1.0,False
-11747,2024-08-15 09:45:01,13022604479,0,Speak to Agent,1,claims,355,4.1,Complaint about service,transferred,"Information provided, no action needed",1.0,False
-11748,2024-08-15 09:46:11,17030064428,0,Speak to Agent,5,general,156,4.7,Ask about discounts,resolved,Transferred to supervisor,2.0,True
-11749,2024-08-15 09:46:45,13170978106,0,Speak to Agent,2,claims,410,5.8,Complaint about service,resolved,Callback scheduled for tomorrow,1.0,False
-11750,2024-08-15 09:48:11,18517541056,0,Speak to Agent,8,billing,235,2.0,Complaint about service,resolved,Transferred to supervisor,3.0,False
-11751,2024-08-15 09:51:25,19191955911,0,Speak to Agent,7,claims,364,13.1,Complaint about service,follow_up_needed,"Claim filed, reference number provided",1.0,False
-11752,2024-08-15 09:51:45,12264886954,0,Speak to Agent,4,billing,232,6.7,Complaint about service,transferred,Transferred to supervisor,3.0,False
-11753,2024-08-15 09:51:47,17947972001,0,Speak to Agent,8,billing,348,5.2,Complaint about service,transferred,Transferred to supervisor,1.0,False
-11754,2024-08-15 09:51:51,16514545847,0,Speak to Agent,5,general,429,4.8,Complaint about service,resolved,Customer disconnected before resolution,1.0,False
-11755,2024-08-15 09:52:46,15083597291,0,Speak to Agent,8,billing,292,7.6,Complaint about service,resolved,"Claim filed, reference number provided",1.0,False
-11756,2024-08-15 09:56:23,15025573926,0,Speak to Agent,3,billing,263,8.7,Complaint about service,transferred,Resolved on first call,2.0,False
-11757,2024-08-15 09:57:46,19136405569,0,Speak to Agent,6,general,227,6.7,Complaint about service,resolved,Transferred to supervisor,1.0,False
-11758,2024-08-15 09:58:07,13540028768,0,Speak to Agent,4,billing,342,7.4,Complaint about service,resolved,"Information provided, no action needed",1.0,False
-11759,2024-08-15 09:58:20,12436307142,0,Speak to Agent,6,general,254,5.4,Complaint about service,transferred,"Information provided, no action needed",1.0,False
-11760,2024-08-15 09:58:54,16298403295,0,Speak to Agent,5,general,450,4.4,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-11761,2024-08-15 09:59:05,12315297875,0,Speak to Agent,8,billing,259,7.8,Complaint about service,resolved,"Claim filed, reference number provided",1.0,False
-11762,2024-08-15 10:00:22,17033001504,0,Speak to Agent,8,billing,322,6.6,Complaint about service,transferred,Transferred to supervisor,2.0,False
-11763,2024-08-15 10:00:38,19700407241,0,Speak to Agent,8,billing,154,7.8,Complaint about service,transferred,Resolved on first call,2.0,False
-11764,2024-08-15 10:01:03,15199623626,2,Billing & Payments,8,billing,34,4.2,Report accident,resolved,"Information provided, no action needed",4.0,True
-11765,2024-08-15 10:01:24,13386990538,0,Speak to Agent,1,claims,281,8.0,Complaint about service,resolved,Callback scheduled for tomorrow,5.0,False
-11766,2024-08-15 10:01:56,12917496685,0,Speak to Agent,1,claims,236,12.7,Complaint about service,resolved,Transferred to supervisor,3.0,False
-11767,2024-08-15 10:01:57,19479239653,0,Speak to Agent,6,general,119,8.3,Complaint about service,follow_up_needed,Escalated to claims adjuster,3.0,False
-11768,2024-08-15 10:03:27,19780045406,0,Speak to Agent,3,billing,203,13.2,Complaint about service,transferred,"Claim filed, reference number provided",2.0,False
-11769,2024-08-15 10:03:42,19514745130,4,New Quote,5,general,352,4.2,Claim status inquiry,resolved,"Information provided, no action needed",5.0,True
-11770,2024-08-15 10:04:16,12583915658,0,Speak to Agent,3,billing,335,7.8,Complaint about service,resolved,"Information provided, no action needed",4.0,False
-11771,2024-08-15 10:04:42,14952083801,0,Speak to Agent,4,billing,416,7.8,Complaint about service,abandoned,Policy updated per customer request,2.0,False
-11772,2024-08-15 10:04:55,12712464754,0,Speak to Agent,8,billing,204,16.4,Complaint about service,transferred,Policy updated per customer request,2.0,False
-11773,2024-08-15 10:06:24,18058307072,0,Speak to Agent,2,claims,262,9.2,Complaint about service,follow_up_needed,"Information provided, no action needed",1.0,False
-11774,2024-08-15 10:06:55,14316838518,0,Speak to Agent,2,claims,450,10.7,Complaint about service,abandoned,Customer requested manager,3.0,False
-11775,2024-08-15 10:07:43,18043971666,0,Speak to Agent,8,billing,195,7.9,Complaint about service,transferred,"Claim filed, reference number provided",1.0,False
-11776,2024-08-15 10:09:40,14060269167,0,Speak to Agent,6,general,358,5.9,Complaint about service,transferred,Transferred to supervisor,2.0,False
-11777,2024-08-15 10:09:57,12468982693,0,Speak to Agent,2,claims,159,7.3,Complaint about service,abandoned,Escalated to claims adjuster,2.0,False
-11778,2024-08-15 10:10:05,12737485149,0,Speak to Agent,1,claims,536,7.9,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-11779,2024-08-15 10:10:41,17300046600,0,Speak to Agent,5,general,167,-1.3,Complaint about service,follow_up_needed,Customer disconnected before resolution,1.0,False
-11780,2024-08-15 10:10:56,15260316496,0,Speak to Agent,3,billing,187,9.8,Complaint about service,follow_up_needed,Resolved on first call,2.0,False
-11781,2024-08-15 10:11:25,19870646567,0,Speak to Agent,3,billing,462,4.1,Complaint about service,transferred,Escalated to claims adjuster,2.0,False
-11782,2024-08-15 10:12:01,17423690675,0,Speak to Agent,1,claims,524,12.7,Complaint about service,abandoned,Policy updated per customer request,2.0,False
-11783,2024-08-15 10:13:35,18903939379,0,Speak to Agent,1,claims,186,10.7,Complaint about service,resolved,Payment processed successfully,1.0,False
-11784,2024-08-15 10:14:02,13854547815,0,Speak to Agent,6,general,303,7.5,Complaint about service,resolved,Transferred to supervisor,3.0,False
-11785,2024-08-15 10:14:57,13592750029,0,Speak to Agent,7,claims,245,8.7,Complaint about service,follow_up_needed,Transferred to supervisor,2.0,False
-11786,2024-08-15 10:15:48,13691631060,0,Speak to Agent,4,billing,258,11.1,Complaint about service,follow_up_needed,Policy updated per customer request,1.0,False
-11787,2024-08-15 10:16:32,13729537000,0,Speak to Agent,6,general,135,4.1,Complaint about service,transferred,Payment processed successfully,1.0,False
-11788,2024-08-15 10:18:53,18908765877,0,Speak to Agent,5,general,259,8.6,Complaint about service,transferred,Customer disconnected before resolution,1.0,False
-11789,2024-08-15 10:18:55,15606590662,0,Speak to Agent,3,billing,288,10.7,Complaint about service,resolved,Transferred to supervisor,3.0,False
-11790,2024-08-15 10:19:00,12555971764,1,Claims,2,claims,230,9.9,Update address,resolved,Escalated to claims adjuster,3.0,True
-11791,2024-08-15 10:19:21,12353774963,0,Speak to Agent,1,claims,218,8.3,Complaint about service,resolved,Resolved on first call,3.0,False
-11792,2024-08-15 10:19:56,12673362984,0,Speak to Agent,3,billing,454,6.9,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-11793,2024-08-15 10:20:01,16487936668,4,New Quote,6,general,240,9.5,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-11794,2024-08-15 10:21:22,14879178501,0,Speak to Agent,2,claims,66,6.5,Complaint about service,abandoned,Transferred to supervisor,3.0,False
-11795,2024-08-15 10:22:36,13196022994,1,Claims,7,claims,118,6.9,Complaint about service,follow_up_needed,Customer disconnected before resolution,5.0,False
-11796,2024-08-15 10:23:55,18369616552,0,Speak to Agent,2,claims,414,9.2,Complaint about service,follow_up_needed,"Claim filed, reference number provided",3.0,False
-11797,2024-08-15 10:24:20,17382671472,0,Speak to Agent,6,general,130,8.0,Complaint about service,resolved,Payment processed successfully,3.0,False
-11798,2024-08-15 10:27:03,16546709190,0,Speak to Agent,6,general,283,8.5,Complaint about service,transferred,Customer disconnected before resolution,2.0,False
-11799,2024-08-15 10:27:14,18311572622,0,Speak to Agent,4,billing,307,13.2,Complaint about service,resolved,Payment processed successfully,2.0,False
-11800,2024-08-15 10:28:08,12992954670,0,Speak to Agent,2,claims,218,9.8,Complaint about service,resolved,Policy updated per customer request,3.0,False
-11801,2024-08-15 10:28:27,17841628309,0,Speak to Agent,7,claims,322,3.5,Complaint about service,abandoned,Payment processed successfully,2.0,False
-11802,2024-08-15 10:29:52,19295378512,0,Speak to Agent,4,billing,185,11.3,Complaint about service,follow_up_needed,"Claim filed, reference number provided",2.0,False
-11803,2024-08-15 10:30:02,19165769492,0,Speak to Agent,3,billing,317,7.2,Complaint about service,abandoned,Resolved on first call,2.0,False
-11804,2024-08-15 10:31:40,14821865601,0,Speak to Agent,3,billing,320,5.6,Complaint about service,follow_up_needed,Policy updated per customer request,4.0,False
-11805,2024-08-15 10:40:52,13689830910,2,Billing & Payments,8,billing,184,5.7,Inquire about premium increase,transferred,Transferred to supervisor,4.0,False
-11806,2024-08-15 10:42:40,13520737036,0,Speak to Agent,5,general,433,3.0,Complaint about service,transferred,"Information provided, no action needed",1.0,False
-11807,2024-08-15 10:45:19,19901906937,0,Speak to Agent,2,claims,344,5.5,Complaint about service,follow_up_needed,Customer disconnected before resolution,2.0,False
-11808,2024-08-15 10:45:21,17756156948,0,Speak to Agent,7,claims,203,12.0,Complaint about service,resolved,Resolved on first call,3.0,False
-11809,2024-08-15 10:46:35,16787031599,0,Speak to Agent,2,claims,172,8.7,Complaint about service,transferred,Transferred to supervisor,3.0,False
-11810,2024-08-15 10:47:49,19620287092,3,Policy Changes,5,general,25,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-11811,2024-08-15 10:49:02,17763719362,0,Speak to Agent,4,billing,203,7.0,Complaint about service,transferred,Customer requested manager,2.0,False
-11812,2024-08-15 10:49:20,19209130814,0,Speak to Agent,8,billing,274,8.3,Complaint about service,resolved,Payment processed successfully,4.0,False
-11813,2024-08-15 10:51:27,17982985569,4,New Quote,6,general,204,6.9,Cancel policy,transferred,Escalated to claims adjuster,3.0,False
-11814,2024-08-15 10:52:06,13021971860,0,Speak to Agent,8,billing,194,16.1,Complaint about service,abandoned,Callback scheduled for tomorrow,2.0,False
-11815,2024-08-15 10:53:01,12763627194,0,Speak to Agent,4,billing,537,12.8,Complaint about service,follow_up_needed,"Claim filed, reference number provided",2.0,False
-11816,2024-08-15 10:54:15,18620111135,0,Speak to Agent,2,claims,323,10.5,Complaint about service,follow_up_needed,"Claim filed, reference number provided",4.0,False
-11817,2024-08-15 10:55:25,17988299861,0,Speak to Agent,3,billing,70,13.0,Complaint about service,follow_up_needed,"Claim filed, reference number provided",3.0,False
-11818,2024-08-15 10:55:27,13451538952,0,Speak to Agent,1,claims,344,10.5,Complaint about service,resolved,Escalated to claims adjuster,4.0,False
-11819,2024-08-15 10:56:21,14533920158,0,Speak to Agent,2,claims,145,5.5,Complaint about service,resolved,Callback scheduled for tomorrow,2.0,False
-11820,2024-08-15 10:57:10,18180976681,0,Speak to Agent,2,claims,84,2.9,Complaint about service,resolved,Payment processed successfully,2.0,False
-11821,2024-08-15 10:57:42,17967093150,0,Speak to Agent,6,general,324,12.9,Complaint about service,resolved,Policy updated per customer request,2.0,False
-11822,2024-08-15 10:58:41,15213490186,0,Speak to Agent,1,claims,517,4.4,Complaint about service,resolved,Callback scheduled for tomorrow,1.0,False
-11823,2024-08-15 10:59:44,19451831025,0,Speak to Agent,8,billing,307,14.4,Complaint about service,follow_up_needed,Resolved on first call,1.0,False
-11824,2024-08-15 11:01:28,17622067681,0,Speak to Agent,2,claims,347,6.5,Complaint about service,abandoned,Callback scheduled for tomorrow,2.0,False
-11825,2024-08-15 11:02:31,16550929118,0,Speak to Agent,4,billing,227,12.1,Complaint about service,follow_up_needed,Transferred to supervisor,3.0,False
-11826,2024-08-15 11:02:47,12853153300,2,Billing & Payments,4,billing,152,7.4,Update address,transferred,Policy updated per customer request,4.0,False
-11827,2024-08-15 11:02:54,13595404013,0,Speak to Agent,6,general,276,5.4,Complaint about service,resolved,Payment processed successfully,3.0,False
-11828,2024-08-15 11:04:43,16276073290,0,Speak to Agent,2,claims,113,9.9,Complaint about service,transferred,Customer disconnected before resolution,1.0,False
-11829,2024-08-15 11:08:11,12457168686,0,Speak to Agent,4,billing,125,15.7,Complaint about service,follow_up_needed,"Information provided, no action needed",1.0,False
-11830,2024-08-15 11:10:53,18529125128,0,Speak to Agent,8,billing,304,10.2,Complaint about service,follow_up_needed,Customer disconnected before resolution,1.0,False
-11831,2024-08-15 11:11:42,13013663428,0,Speak to Agent,6,general,463,3.0,Complaint about service,resolved,Payment processed successfully,2.0,False
-11832,2024-08-15 11:14:46,12719535135,0,Speak to Agent,4,billing,494,6.7,Complaint about service,transferred,"Information provided, no action needed",3.0,False
-11833,2024-08-15 11:15:50,12363253934,0,Speak to Agent,4,billing,222,5.9,Complaint about service,resolved,Customer disconnected before resolution,4.0,False
-11834,2024-08-15 11:15:52,14822822126,0,Speak to Agent,1,claims,414,8.0,Complaint about service,resolved,Transferred to supervisor,1.0,False
-11835,2024-08-15 11:15:56,17928123560,0,Speak to Agent,5,general,238,12.3,Complaint about service,transferred,Resolved on first call,2.0,False
-11836,2024-08-15 11:17:11,17243490494,0,Speak to Agent,3,billing,224,7.6,Complaint about service,abandoned,"Claim filed, reference number provided",2.0,False
-11837,2024-08-15 11:17:30,12640834656,0,Speak to Agent,5,general,194,4.3,Complaint about service,resolved,"Information provided, no action needed",2.0,False
-11838,2024-08-15 11:18:07,13154976402,0,Speak to Agent,6,general,237,10.8,Complaint about service,abandoned,Customer disconnected before resolution,2.0,False
-11839,2024-08-15 11:19:19,17550501716,0,Speak to Agent,8,billing,406,13.1,Complaint about service,resolved,"Claim filed, reference number provided",3.0,False
-11840,2024-08-15 11:19:52,13985962267,0,Speak to Agent,6,general,473,4.7,Complaint about service,follow_up_needed,"Information provided, no action needed",1.0,False
-11841,2024-08-15 11:19:55,16055132109,0,Speak to Agent,5,general,485,5.8,Complaint about service,follow_up_needed,Payment processed successfully,3.0,False
-11842,2024-08-15 11:21:52,19545824039,0,Speak to Agent,4,billing,422,10.2,Complaint about service,resolved,Resolved on first call,1.0,False
-11843,2024-08-15 11:25:45,12928221749,0,Speak to Agent,4,billing,319,7.8,Complaint about service,follow_up_needed,Payment processed successfully,2.0,False
-11844,2024-08-15 11:26:01,15736364166,0,Speak to Agent,7,claims,241,10.0,Complaint about service,follow_up_needed,"Claim filed, reference number provided",1.0,False
-11845,2024-08-15 11:26:37,18197383473,0,Speak to Agent,8,billing,248,12.6,Complaint about service,follow_up_needed,Transferred to supervisor,1.0,False
-11846,2024-08-15 11:28:04,17742427885,2,Billing & Payments,4,billing,126,3.5,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-11847,2024-08-15 11:28:42,16788493996,0,Speak to Agent,2,claims,379,4.3,Complaint about service,transferred,Customer requested manager,1.0,False
-11848,2024-08-15 11:30:49,12294801693,0,Speak to Agent,6,general,307,6.5,Complaint about service,follow_up_needed,Resolved on first call,4.0,False
-11849,2024-08-15 11:31:07,14796543024,0,Speak to Agent,5,general,319,8.2,Complaint about service,transferred,"Claim filed, reference number provided",2.0,False
-11850,2024-08-15 11:32:20,12763437089,0,Speak to Agent,1,claims,489,6.3,Complaint about service,follow_up_needed,Transferred to supervisor,2.0,False
-11851,2024-08-15 11:33:00,15329377846,0,Speak to Agent,1,claims,402,3.9,Complaint about service,resolved,Customer disconnected before resolution,2.0,False
-11852,2024-08-15 11:33:27,18189372904,0,Speak to Agent,5,general,157,8.1,Complaint about service,follow_up_needed,Resolved on first call,2.0,False
-11853,2024-08-15 11:34:37,18299946413,0,Speak to Agent,3,billing,28,4.8,Complaint about service,follow_up_needed,Transferred to supervisor,1.0,False
-11854,2024-08-15 11:34:38,18305921693,0,Speak to Agent,6,general,268,11.0,Complaint about service,follow_up_needed,Payment processed successfully,3.0,False
-11855,2024-08-15 11:35:54,13276190435,0,Speak to Agent,1,claims,192,9.0,Complaint about service,follow_up_needed,Customer disconnected before resolution,3.0,False
-11856,2024-08-15 11:36:32,13379561968,0,Speak to Agent,8,billing,349,9.1,Complaint about service,transferred,Customer requested manager,3.0,False
-11857,2024-08-15 11:37:53,19411819178,0,Speak to Agent,2,claims,324,9.9,Complaint about service,resolved,Policy updated per customer request,1.0,False
-11858,2024-08-15 11:38:02,18306846198,0,Speak to Agent,4,billing,277,7.4,Complaint about service,resolved,Resolved on first call,3.0,False
-11859,2024-08-15 11:38:16,16469987461,0,Speak to Agent,2,claims,307,5.2,Complaint about service,abandoned,Customer disconnected before resolution,3.0,False
-11860,2024-08-15 11:39:51,16521712748,0,Speak to Agent,5,general,318,11.5,Complaint about service,resolved,Customer disconnected before resolution,2.0,False
-11861,2024-08-15 11:42:37,19659882934,0,Speak to Agent,5,general,394,7.4,Complaint about service,abandoned,"Information provided, no action needed",2.0,False
-11862,2024-08-15 11:43:34,19839175826,0,Speak to Agent,2,claims,175,10.2,Complaint about service,follow_up_needed,Payment processed successfully,2.0,False
-11863,2024-08-15 11:46:24,14833828906,0,Speak to Agent,1,claims,380,7.7,Complaint about service,resolved,Transferred to supervisor,1.0,False
-11864,2024-08-15 11:47:11,14421384395,2,Billing & Payments,4,billing,63,8.0,Filing new auto claim,resolved,"Information provided, no action needed",4.0,True
-11865,2024-08-15 11:48:14,17259738142,0,Speak to Agent,6,general,288,11.9,Complaint about service,follow_up_needed,Escalated to claims adjuster,1.0,False
-11866,2024-08-15 11:49:20,19370842674,0,Speak to Agent,8,billing,231,10.9,Complaint about service,resolved,Customer disconnected before resolution,1.0,False
-11867,2024-08-15 11:49:32,19933453341,0,Speak to Agent,2,claims,354,6.9,Complaint about service,resolved,Resolved on first call,1.0,False
-11868,2024-08-15 11:50:21,18801498477,0,Speak to Agent,4,billing,227,7.1,Complaint about service,resolved,Customer disconnected before resolution,1.0,False
-11869,2024-08-15 11:50:42,13889998981,0,Speak to Agent,8,billing,271,9.5,Complaint about service,transferred,Transferred to supervisor,2.0,False
-11870,2024-08-15 11:51:39,14956653572,0,Speak to Agent,5,general,268,4.3,Complaint about service,follow_up_needed,"Claim filed, reference number provided",3.0,False
-11871,2024-08-15 11:53:19,14264293377,0,Speak to Agent,5,general,364,8.9,Complaint about service,resolved,Escalated to claims adjuster,3.0,False
-11872,2024-08-15 11:53:53,18513670127,0,Speak to Agent,4,billing,384,6.3,Complaint about service,resolved,"Information provided, no action needed",1.0,False
-11873,2024-08-15 11:53:59,12784787447,0,Speak to Agent,8,billing,308,8.2,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-11874,2024-08-15 11:56:31,13233953070,0,Speak to Agent,6,general,250,11.7,Complaint about service,abandoned,Escalated to claims adjuster,1.0,False
-11875,2024-08-15 11:56:36,19162623776,0,Speak to Agent,5,general,334,6.0,Complaint about service,resolved,Resolved on first call,1.0,False
-11876,2024-08-15 11:56:42,17478627033,0,Speak to Agent,8,billing,350,3.6,Complaint about service,abandoned,Policy updated per customer request,2.0,False
-11877,2024-08-15 11:59:51,15770353753,0,Speak to Agent,7,claims,220,4.5,Complaint about service,abandoned,Policy updated per customer request,4.0,False
-11878,2024-08-15 12:00:30,14764193322,0,Speak to Agent,5,general,348,4.9,Complaint about service,resolved,Payment processed successfully,3.0,False
-11879,2024-08-15 12:02:33,15091751231,0,Speak to Agent,2,claims,292,7.7,Complaint about service,resolved,Escalated to claims adjuster,3.0,False
-11880,2024-08-15 12:04:51,17241629331,0,Speak to Agent,1,claims,264,10.5,Complaint about service,transferred,Payment processed successfully,3.0,False
-11881,2024-08-15 12:12:22,15180280293,0,Speak to Agent,3,billing,170,9.5,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,False
-11882,2024-08-15 12:12:40,13599638938,0,Speak to Agent,7,claims,229,6.1,Complaint about service,transferred,Customer disconnected before resolution,2.0,False
-11883,2024-08-15 12:13:23,18294082542,0,Speak to Agent,3,billing,202,7.0,Complaint about service,resolved,Policy updated per customer request,1.0,False
-11884,2024-08-15 12:16:16,19541482328,0,Speak to Agent,3,billing,317,9.3,Complaint about service,resolved,Callback scheduled for tomorrow,2.0,False
-11885,2024-08-15 12:18:03,15005453608,0,Speak to Agent,5,general,261,6.6,Complaint about service,follow_up_needed,Escalated to claims adjuster,3.0,False
-11886,2024-08-15 12:21:01,16742260894,0,Speak to Agent,2,claims,558,11.8,Complaint about service,resolved,Payment processed successfully,2.0,False
-11887,2024-08-15 12:21:24,12249324130,0,Speak to Agent,5,general,256,3.9,Complaint about service,resolved,Customer disconnected before resolution,1.0,False
-11888,2024-08-15 12:23:33,14768557083,0,Speak to Agent,4,billing,169,5.4,Complaint about service,resolved,Payment processed successfully,1.0,False
-11889,2024-08-15 12:24:33,19437616940,0,Speak to Agent,5,general,255,11.9,Complaint about service,resolved,Customer requested manager,4.0,False
-11890,2024-08-15 12:26:19,18481207310,0,Speak to Agent,2,claims,257,4.0,Complaint about service,follow_up_needed,Customer disconnected before resolution,3.0,False
-11891,2024-08-15 12:26:36,19706843841,0,Speak to Agent,7,claims,198,11.6,Complaint about service,resolved,Escalated to claims adjuster,4.0,False
-11892,2024-08-15 12:28:50,18819461351,0,Speak to Agent,1,claims,247,8.8,Complaint about service,resolved,Resolved on first call,3.0,False
-11893,2024-08-15 12:32:58,16655329780,4,New Quote,6,general,191,4.9,Report accident,resolved,Escalated to claims adjuster,1.0,True
-11894,2024-08-15 12:34:47,14394673309,0,Speak to Agent,4,billing,289,8.3,Complaint about service,follow_up_needed,Resolved on first call,3.0,False
-11895,2024-08-15 12:36:18,16997433706,0,Speak to Agent,6,general,268,11.3,Complaint about service,transferred,Customer requested manager,2.0,False
-11896,2024-08-15 12:36:32,13274722739,0,Speak to Agent,4,billing,137,12.9,Complaint about service,follow_up_needed,"Information provided, no action needed",1.0,False
-11897,2024-08-15 12:40:03,12896373889,0,Speak to Agent,5,general,394,7.7,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-11898,2024-08-15 12:40:04,15741901034,0,Speak to Agent,6,general,200,11.6,Complaint about service,follow_up_needed,"Information provided, no action needed",3.0,False
-11899,2024-08-15 12:45:59,19567370768,0,Speak to Agent,1,claims,263,1.3,Complaint about service,follow_up_needed,"Claim filed, reference number provided",3.0,False
-11900,2024-08-15 12:48:51,13798503123,0,Speak to Agent,3,billing,177,12.8,Complaint about service,transferred,Escalated to claims adjuster,3.0,False
-11901,2024-08-15 12:49:12,13185052082,3,Policy Changes,6,general,60,13.0,Cancel policy,follow_up_needed,Payment processed successfully,3.0,False
-11902,2024-08-15 12:57:09,19431221149,0,Speak to Agent,6,general,259,7.8,Complaint about service,abandoned,"Claim filed, reference number provided",1.0,False
-11903,2024-08-15 12:57:39,17133160299,0,Speak to Agent,2,claims,303,5.4,Complaint about service,abandoned,"Information provided, no action needed",1.0,False
-11904,2024-08-15 13:03:33,15035959682,0,Speak to Agent,2,claims,471,6.9,Complaint about service,resolved,Customer disconnected before resolution,2.0,False
-11905,2024-08-15 13:08:19,15900529540,0,Speak to Agent,5,general,72,1.9,Claim status inquiry,resolved,Payment processed successfully,2.0,True
-11906,2024-08-15 13:10:48,16905643669,0,Speak to Agent,5,general,287,9.2,Complaint about service,abandoned,Resolved on first call,3.0,False
-11907,2024-08-15 13:11:36,12732629074,0,Speak to Agent,8,billing,91,6.1,Complaint about service,resolved,Transferred to supervisor,2.0,False
-11908,2024-08-15 13:15:12,16933015259,0,Speak to Agent,5,general,274,5.3,Complaint about service,follow_up_needed,Customer requested manager,3.0,False
-11909,2024-08-15 13:15:28,18255021852,2,Billing & Payments,3,billing,0,1.8,Add driver to policy,resolved,Customer requested manager,3.0,True
-11910,2024-08-15 13:16:39,12648457873,0,Speak to Agent,7,claims,346,7.0,Complaint about service,follow_up_needed,"Information provided, no action needed",2.0,False
-11911,2024-08-15 13:18:11,15428896992,3,Policy Changes,5,general,0,0.5,Add driver to policy,transferred,Callback scheduled for tomorrow,5.0,False
-11912,2024-08-15 13:18:24,13298667856,0,Speak to Agent,6,general,269,12.8,Complaint about service,follow_up_needed,"Information provided, no action needed",3.0,False
-11913,2024-08-15 13:22:10,15868459330,0,Speak to Agent,8,billing,400,9.0,Complaint about service,follow_up_needed,Customer disconnected before resolution,4.0,False
-11914,2024-08-15 13:25:04,19431392576,0,Speak to Agent,2,claims,156,9.4,Complaint about service,transferred,"Information provided, no action needed",2.0,False
-11915,2024-08-15 13:25:57,16930058332,4,New Quote,5,general,89,3.8,Payment not processed,transferred,Customer requested manager,4.0,False
-11916,2024-08-15 13:26:17,19020351335,0,Speak to Agent,8,billing,394,10.5,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-11917,2024-08-15 13:29:37,19143098147,2,Billing & Payments,4,billing,47,4.2,Dispute claim denial,resolved,Resolved on first call,5.0,True
-11918,2024-08-15 13:30:20,13214456728,0,Speak to Agent,2,claims,437,9.8,Complaint about service,resolved,Payment processed successfully,1.0,False
-11919,2024-08-15 13:35:00,15296207942,0,Speak to Agent,1,claims,263,6.9,Complaint about service,resolved,Escalated to claims adjuster,1.0,False
-11920,2024-08-15 13:41:13,13645704371,0,Speak to Agent,8,billing,206,8.9,Complaint about service,transferred,Customer requested manager,1.0,False
-11921,2024-08-15 13:44:40,15259033157,0,Speak to Agent,2,claims,275,6.3,Complaint about service,resolved,Transferred to supervisor,2.0,False
-11922,2024-08-15 13:47:31,17565639480,0,Speak to Agent,6,general,261,5.5,Complaint about service,abandoned,"Information provided, no action needed",1.0,False
-11923,2024-08-15 13:48:11,14996312377,0,Speak to Agent,1,claims,199,2.5,Complaint about service,resolved,Payment processed successfully,1.0,False
-11924,2024-08-15 13:50:43,19425910310,0,Speak to Agent,3,billing,378,6.8,Complaint about service,abandoned,"Claim filed, reference number provided",2.0,False
-11925,2024-08-15 13:52:25,15860109792,0,Speak to Agent,5,general,112,9.3,Complaint about service,resolved,Resolved on first call,2.0,False
-11926,2024-08-15 13:53:23,15049324704,0,Speak to Agent,2,claims,321,11.2,Complaint about service,transferred,Transferred to supervisor,2.0,False
-11927,2024-08-15 13:54:12,13549984021,0,Speak to Agent,5,general,218,15.4,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-11928,2024-08-15 13:55:38,13895719061,0,Speak to Agent,8,billing,386,4.0,Complaint about service,resolved,Payment processed successfully,3.0,False
-11929,2024-08-15 13:56:52,12753944325,0,Speak to Agent,7,claims,162,10.2,Complaint about service,transferred,Policy updated per customer request,2.0,False
-11930,2024-08-15 14:00:42,12697487846,0,Speak to Agent,3,billing,175,9.3,Complaint about service,follow_up_needed,Customer disconnected before resolution,2.0,False
-11931,2024-08-15 14:03:19,14093438834,0,Speak to Agent,3,billing,415,6.5,Complaint about service,transferred,Policy updated per customer request,4.0,False
-11932,2024-08-15 14:03:37,12873610405,0,Speak to Agent,8,billing,217,5.0,Complaint about service,follow_up_needed,"Information provided, no action needed",2.0,False
-11933,2024-08-15 14:04:15,16024984865,0,Speak to Agent,7,claims,217,8.0,Complaint about service,transferred,Escalated to claims adjuster,2.0,False
-11934,2024-08-15 14:04:44,13805850099,0,Speak to Agent,5,general,336,0.2,Complaint about service,abandoned,Customer requested manager,1.0,False
-11935,2024-08-15 14:05:47,16061426081,0,Speak to Agent,1,claims,255,12.3,Complaint about service,resolved,Policy updated per customer request,4.0,False
-11936,2024-08-15 14:05:49,13134370648,0,Speak to Agent,4,billing,313,3.5,Complaint about service,resolved,Customer requested manager,2.0,False
-11937,2024-08-15 14:09:09,16534151702,0,Speak to Agent,3,billing,418,4.8,Complaint about service,abandoned,Policy updated per customer request,3.0,False
-11938,2024-08-15 14:09:14,17026552648,0,Speak to Agent,8,billing,517,9.8,Complaint about service,abandoned,Transferred to supervisor,2.0,False
-11939,2024-08-15 14:11:51,14986224819,0,Speak to Agent,5,general,341,5.0,Complaint about service,follow_up_needed,Transferred to supervisor,3.0,False
-11940,2024-08-15 14:12:25,17066121896,0,Speak to Agent,5,general,351,8.1,Complaint about service,follow_up_needed,Transferred to supervisor,1.0,False
-11941,2024-08-15 14:13:20,12508274435,0,Speak to Agent,7,claims,312,4.8,Complaint about service,resolved,Customer disconnected before resolution,2.0,False
-11942,2024-08-15 14:14:06,18162249896,0,Speak to Agent,1,claims,165,4.1,Complaint about service,abandoned,Customer requested manager,2.0,False
-11943,2024-08-15 14:14:39,17402075824,0,Speak to Agent,5,general,299,9.6,Complaint about service,resolved,Customer requested manager,1.0,False
-11944,2024-08-15 14:15:01,15434319820,0,Speak to Agent,3,billing,485,4.3,Complaint about service,resolved,"Information provided, no action needed",3.0,False
-11945,2024-08-15 14:17:16,14106238686,0,Speak to Agent,8,billing,294,9.0,Complaint about service,abandoned,Transferred to supervisor,2.0,False
-11946,2024-08-15 14:18:41,16012169268,0,Speak to Agent,6,general,481,12.4,Complaint about service,abandoned,Resolved on first call,2.0,False
-11947,2024-08-15 14:21:51,16470981725,0,Speak to Agent,4,billing,364,6.5,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-11948,2024-08-15 14:25:40,14368399258,0,Speak to Agent,3,billing,304,11.0,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-11949,2024-08-15 14:27:11,12809462113,0,Speak to Agent,8,billing,289,4.3,Complaint about service,follow_up_needed,Payment processed successfully,2.0,False
-11950,2024-08-15 14:30:54,18683938543,0,Speak to Agent,6,general,209,7.6,Complaint about service,resolved,Customer requested manager,2.0,False
-11951,2024-08-15 14:31:29,19112071013,0,Speak to Agent,5,general,190,10.0,Complaint about service,resolved,Resolved on first call,3.0,False
-11952,2024-08-15 14:33:24,16858850133,1,Claims,1,claims,59,3.6,Change coverage level,resolved,"Information provided, no action needed",3.0,True
-11953,2024-08-15 14:34:18,13211501580,0,Speak to Agent,3,billing,199,7.0,Complaint about service,follow_up_needed,Transferred to supervisor,1.0,False
-11954,2024-08-15 14:34:23,17627896886,0,Speak to Agent,8,billing,199,7.0,Complaint about service,transferred,"Information provided, no action needed",2.0,False
-11955,2024-08-15 14:36:08,17121982513,0,Speak to Agent,1,claims,443,8.1,Complaint about service,abandoned,Callback scheduled for tomorrow,1.0,False
-11956,2024-08-15 14:37:14,18679081641,0,Speak to Agent,3,billing,145,5.4,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-11957,2024-08-15 14:38:08,16185918089,0,Speak to Agent,4,billing,300,6.1,Complaint about service,transferred,Policy updated per customer request,3.0,False
-11958,2024-08-15 14:42:05,17211410643,0,Speak to Agent,4,billing,278,8.9,Complaint about service,resolved,Customer requested manager,3.0,False
-11959,2024-08-15 14:42:40,17735526382,0,Speak to Agent,2,claims,215,9.5,Complaint about service,abandoned,Callback scheduled for tomorrow,3.0,False
-11960,2024-08-15 14:43:25,18293542380,0,Speak to Agent,2,claims,151,3.3,Complaint about service,resolved,Escalated to claims adjuster,3.0,False
-11961,2024-08-15 14:43:27,15861814958,0,Speak to Agent,7,claims,252,5.9,Complaint about service,resolved,"Information provided, no action needed",1.0,False
-11962,2024-08-15 14:43:33,17744071524,0,Speak to Agent,7,claims,269,6.5,Complaint about service,resolved,Escalated to claims adjuster,1.0,False
-11963,2024-08-15 14:49:42,12665228738,0,Speak to Agent,8,billing,391,12.6,Complaint about service,resolved,Payment processed successfully,2.0,False
-11964,2024-08-15 14:50:33,14986509438,1,Claims,7,claims,105,4.3,Filing new auto claim,follow_up_needed,Transferred to supervisor,3.0,False
-11965,2024-08-15 14:50:57,13631901471,0,Speak to Agent,8,billing,223,8.0,Complaint about service,abandoned,Policy updated per customer request,1.0,False
-11966,2024-08-15 14:51:02,17817687749,0,Speak to Agent,5,general,428,7.4,Complaint about service,follow_up_needed,Resolved on first call,3.0,False
-11967,2024-08-15 14:52:16,17518490211,0,Speak to Agent,4,billing,369,10.6,Complaint about service,resolved,Escalated to claims adjuster,2.0,False
-11968,2024-08-15 14:52:40,13124468840,0,Speak to Agent,1,claims,244,10.0,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-11969,2024-08-15 14:54:00,18364197061,0,Speak to Agent,2,claims,270,10.6,Complaint about service,resolved,Payment processed successfully,2.0,False
-11970,2024-08-15 14:57:34,12914728084,0,Speak to Agent,3,billing,318,8.8,Complaint about service,follow_up_needed,Payment processed successfully,1.0,False
-11971,2024-08-15 14:58:01,12734969055,0,Speak to Agent,2,claims,434,10.7,Complaint about service,transferred,"Information provided, no action needed",3.0,False
-11972,2024-08-15 14:58:14,14493223219,0,Speak to Agent,7,claims,303,10.3,Complaint about service,resolved,Customer requested manager,2.0,False
-11973,2024-08-15 14:59:00,12100293783,2,Billing & Payments,8,billing,133,3.5,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-11974,2024-08-15 14:59:39,16799228778,0,Speak to Agent,3,billing,191,4.9,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,False
-11975,2024-08-15 15:01:00,19335054122,0,Speak to Agent,2,claims,232,7.7,Complaint about service,resolved,"Claim filed, reference number provided",3.0,False
-11976,2024-08-15 15:01:49,12460257533,0,Speak to Agent,4,billing,308,8.7,Complaint about service,resolved,Policy updated per customer request,2.0,False
-11977,2024-08-15 15:02:21,12426386336,0,Speak to Agent,1,claims,286,7.3,Complaint about service,abandoned,Resolved on first call,2.0,False
-11978,2024-08-15 15:02:21,18790787448,0,Speak to Agent,6,general,280,7.9,Complaint about service,resolved,Payment processed successfully,2.0,False
-11979,2024-08-15 15:05:07,15893410771,0,Speak to Agent,5,general,268,5.2,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-11980,2024-08-15 15:06:31,15692936714,0,Speak to Agent,6,general,334,7.7,Complaint about service,transferred,Transferred to supervisor,2.0,False
-11981,2024-08-15 15:11:06,13977959380,0,Speak to Agent,1,claims,495,7.2,Complaint about service,resolved,Customer requested manager,2.0,False
-11982,2024-08-15 15:13:57,15044930843,0,Speak to Agent,2,claims,244,2.1,Complaint about service,follow_up_needed,Payment processed successfully,3.0,False
-11983,2024-08-15 15:14:17,13174494226,0,Speak to Agent,6,general,52,10.9,Complaint about service,follow_up_needed,Escalated to claims adjuster,1.0,False
-11984,2024-08-15 15:14:22,18678550163,0,Speak to Agent,7,claims,225,6.7,Complaint about service,follow_up_needed,Escalated to claims adjuster,3.0,False
-11985,2024-08-15 15:15:00,17616712420,0,Speak to Agent,1,claims,250,9.8,Complaint about service,transferred,Resolved on first call,2.0,False
-11986,2024-08-15 15:15:18,15284478246,0,Speak to Agent,5,general,207,9.7,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-11987,2024-08-15 15:18:12,19592952431,0,Speak to Agent,8,billing,327,7.8,Complaint about service,abandoned,Callback scheduled for tomorrow,2.0,False
-11988,2024-08-15 15:26:14,19844041121,0,Speak to Agent,8,billing,167,1.6,Complaint about service,transferred,Customer disconnected before resolution,4.0,False
-11989,2024-08-15 15:31:56,13607987763,0,Speak to Agent,3,billing,-30,5.4,Complaint about service,transferred,"Claim filed, reference number provided",4.0,False
-11990,2024-08-15 15:32:10,14199297419,0,Speak to Agent,3,billing,386,5.7,Complaint about service,resolved,Customer requested manager,2.0,False
-11991,2024-08-15 15:33:50,15853580717,0,Speak to Agent,5,general,134,2.9,Complaint about service,transferred,Resolved on first call,2.0,False
-11992,2024-08-15 15:34:18,19895030135,3,Policy Changes,6,general,186,7.8,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-11993,2024-08-15 15:34:33,13583442254,0,Speak to Agent,8,billing,149,6.1,Complaint about service,follow_up_needed,Policy updated per customer request,3.0,False
-11994,2024-08-15 15:34:44,15963699894,0,Speak to Agent,6,general,240,-1.1,Complaint about service,abandoned,Escalated to claims adjuster,3.0,False
-11995,2024-08-15 15:36:36,19912711182,1,Claims,2,claims,155,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-11996,2024-08-15 15:37:23,13603775364,0,Speak to Agent,6,general,231,5.7,Ask about deductible,transferred,"Claim filed, reference number provided",4.0,False
-11997,2024-08-15 15:37:54,14504633687,0,Speak to Agent,2,claims,234,11.0,Complaint about service,transferred,Transferred to supervisor,3.0,False
-11998,2024-08-15 15:39:24,13922020426,0,Speak to Agent,4,billing,290,9.6,Complaint about service,follow_up_needed,Transferred to supervisor,1.0,False
-11999,2024-08-15 15:39:50,12101079309,0,Speak to Agent,8,billing,403,7.9,Complaint about service,abandoned,"Information provided, no action needed",2.0,False
-12000,2024-08-15 15:40:31,17908899150,0,Speak to Agent,7,claims,332,6.0,Complaint about service,abandoned,Resolved on first call,2.0,False
-12001,2024-08-15 15:43:24,14747700916,0,Speak to Agent,6,general,393,5.9,Complaint about service,abandoned,Transferred to supervisor,1.0,False
-12002,2024-08-15 15:45:35,19967741781,0,Speak to Agent,1,claims,441,9.4,Complaint about service,follow_up_needed,Payment processed successfully,2.0,False
-12003,2024-08-15 15:45:45,16823373012,0,Speak to Agent,6,general,357,11.9,Complaint about service,transferred,Customer requested manager,5.0,False
-12004,2024-08-15 15:46:43,19463079863,0,Speak to Agent,1,claims,357,8.9,Complaint about service,follow_up_needed,Escalated to claims adjuster,3.0,False
-12005,2024-08-15 15:48:27,17249575799,0,Speak to Agent,1,claims,303,8.5,Complaint about service,abandoned,Transferred to supervisor,2.0,False
-12006,2024-08-15 15:49:06,18309906663,0,Speak to Agent,3,billing,261,6.1,Complaint about service,follow_up_needed,Escalated to claims adjuster,3.0,False
-12007,2024-08-15 15:49:14,15318545875,0,Speak to Agent,1,claims,287,10.5,Complaint about service,resolved,Customer requested manager,2.0,False
-12008,2024-08-15 15:50:45,15922801621,0,Speak to Agent,1,claims,158,9.5,Complaint about service,resolved,Policy updated per customer request,4.0,False
-12009,2024-08-15 15:54:57,19837161819,0,Speak to Agent,4,billing,292,15.6,Complaint about service,follow_up_needed,Customer disconnected before resolution,1.0,False
-12010,2024-08-15 15:55:11,17705995840,0,Speak to Agent,6,general,283,12.1,Complaint about service,abandoned,Transferred to supervisor,1.0,False
-12011,2024-08-15 15:57:10,18003930910,0,Speak to Agent,1,claims,269,8.7,Complaint about service,resolved,Resolved on first call,2.0,False
-12012,2024-08-15 15:59:09,13837411882,0,Speak to Agent,3,billing,290,3.3,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-12013,2024-08-15 16:00:57,17855876384,0,Speak to Agent,3,billing,307,9.6,Complaint about service,follow_up_needed,"Claim filed, reference number provided",2.0,False
-12014,2024-08-15 16:01:00,19969647744,2,Billing & Payments,8,billing,122,4.0,Payment not processed,follow_up_needed,Policy updated per customer request,4.0,False
-12015,2024-08-15 16:02:17,15542791343,0,Speak to Agent,5,general,250,4.7,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-12016,2024-08-15 16:02:29,14220283755,0,Speak to Agent,6,general,315,9.8,Complaint about service,transferred,Callback scheduled for tomorrow,3.0,False
-12017,2024-08-15 16:04:21,19677954083,0,Speak to Agent,8,billing,348,5.7,Complaint about service,transferred,Customer disconnected before resolution,1.0,False
-12018,2024-08-15 16:09:27,17707215146,0,Speak to Agent,4,billing,241,7.7,Complaint about service,resolved,Customer disconnected before resolution,3.0,False
-12019,2024-08-15 16:09:29,19587832177,0,Speak to Agent,4,billing,148,12.2,Complaint about service,resolved,Escalated to claims adjuster,2.0,False
-12020,2024-08-15 16:09:51,14438343325,0,Speak to Agent,5,general,505,15.0,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-12021,2024-08-15 16:09:52,13050094618,0,Speak to Agent,6,general,331,11.5,Complaint about service,resolved,Escalated to claims adjuster,1.0,False
-12022,2024-08-15 16:10:47,12480864768,0,Speak to Agent,5,general,472,14.1,Complaint about service,follow_up_needed,"Information provided, no action needed",2.0,False
-12023,2024-08-15 16:12:53,13135106408,0,Speak to Agent,1,claims,234,10.4,Complaint about service,resolved,Transferred to supervisor,2.0,False
-12024,2024-08-15 16:13:43,17735980134,0,Speak to Agent,7,claims,169,5.8,Complaint about service,follow_up_needed,Resolved on first call,1.0,False
-12025,2024-08-15 16:16:46,13357675410,0,Speak to Agent,3,billing,325,11.1,Complaint about service,follow_up_needed,Resolved on first call,3.0,False
-12026,2024-08-15 16:17:42,15069015678,0,Speak to Agent,7,claims,246,4.5,Complaint about service,resolved,Policy updated per customer request,4.0,False
-12027,2024-08-15 16:19:04,19681585474,0,Speak to Agent,8,billing,303,0.4,Complaint about service,follow_up_needed,Resolved on first call,2.0,False
-12028,2024-08-15 16:21:12,18863346997,0,Speak to Agent,3,billing,350,8.6,Complaint about service,resolved,Customer requested manager,2.0,False
-12029,2024-08-15 16:21:53,17092941753,0,Speak to Agent,5,general,373,5.6,Complaint about service,resolved,"Claim filed, reference number provided",4.0,False
-12030,2024-08-15 16:23:19,18904194418,0,Speak to Agent,4,billing,343,10.4,Complaint about service,resolved,"Information provided, no action needed",2.0,False
-12031,2024-08-15 16:26:35,13726764287,0,Speak to Agent,7,claims,87,14.0,Complaint about service,transferred,Callback scheduled for tomorrow,1.0,False
-12032,2024-08-15 16:26:50,13411691656,0,Speak to Agent,3,billing,171,4.8,Complaint about service,resolved,Resolved on first call,2.0,False
-12033,2024-08-15 16:27:52,16086662188,0,Speak to Agent,7,claims,246,9.6,Complaint about service,abandoned,Escalated to claims adjuster,1.0,False
-12034,2024-08-15 16:31:28,18278638819,0,Speak to Agent,8,billing,258,6.3,Complaint about service,transferred,Callback scheduled for tomorrow,2.0,False
-12035,2024-08-15 16:31:51,14395472572,0,Speak to Agent,4,billing,329,10.8,Complaint about service,resolved,Customer requested manager,2.0,False
-12036,2024-08-15 16:36:14,15615021119,0,Speak to Agent,3,billing,159,6.7,Complaint about service,follow_up_needed,Payment processed successfully,3.0,False
-12037,2024-08-15 16:36:49,16350956611,0,Speak to Agent,6,general,253,5.0,Complaint about service,abandoned,"Information provided, no action needed",3.0,False
-12038,2024-08-15 16:37:26,12949138666,0,Speak to Agent,1,claims,365,12.1,Complaint about service,resolved,Customer requested manager,3.0,False
-12039,2024-08-15 16:38:25,12227027043,0,Speak to Agent,8,billing,360,7.7,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-12040,2024-08-15 16:39:05,15663794286,0,Speak to Agent,8,billing,314,8.0,Complaint about service,transferred,Transferred to supervisor,1.0,False
-12041,2024-08-15 16:40:43,17782193635,0,Speak to Agent,5,general,406,3.1,Complaint about service,resolved,Escalated to claims adjuster,2.0,False
-12042,2024-08-15 16:43:16,15976598234,0,Speak to Agent,7,claims,409,7.5,Complaint about service,resolved,Policy updated per customer request,2.0,False
-12043,2024-08-15 16:44:17,17618782913,0,Speak to Agent,6,general,328,6.8,Complaint about service,follow_up_needed,"Information provided, no action needed",2.0,False
-12044,2024-08-15 16:45:25,15222151826,0,Speak to Agent,6,general,260,13.2,Complaint about service,resolved,Callback scheduled for tomorrow,2.0,False
-12045,2024-08-15 16:46:38,14271562845,0,Speak to Agent,6,general,283,12.8,Complaint about service,resolved,Payment processed successfully,4.0,False
-12046,2024-08-15 16:48:00,17059244710,0,Speak to Agent,6,general,287,7.9,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,False
-12047,2024-08-15 16:52:01,12469376658,0,Speak to Agent,5,general,463,1.2,Complaint about service,abandoned,Callback scheduled for tomorrow,2.0,False
-12048,2024-08-15 16:52:24,15217427616,0,Speak to Agent,5,general,296,10.1,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-12049,2024-08-15 16:54:18,18015820822,0,Speak to Agent,8,billing,401,11.3,Complaint about service,abandoned,Transferred to supervisor,2.0,False
-12050,2024-08-15 16:55:18,12665973364,0,Speak to Agent,8,billing,137,11.2,Complaint about service,follow_up_needed,Customer requested manager,1.0,False
-12051,2024-08-15 16:57:34,12433441258,0,Speak to Agent,4,billing,237,2.9,Complaint about service,resolved,Policy updated per customer request,2.0,False
-12052,2024-08-15 16:58:23,16271974338,0,Speak to Agent,5,general,380,8.7,Complaint about service,abandoned,Customer requested manager,2.0,False
-12053,2024-08-15 17:04:25,16142071157,0,Speak to Agent,2,claims,250,5.5,Complaint about service,transferred,Payment processed successfully,2.0,False
-12054,2024-08-15 17:05:55,14564388141,0,Speak to Agent,2,claims,179,9.0,Complaint about service,abandoned,"Information provided, no action needed",2.0,False
-12055,2024-08-15 17:07:48,14305245380,0,Speak to Agent,1,claims,236,7.3,Complaint about service,follow_up_needed,Customer disconnected before resolution,1.0,False
-12056,2024-08-15 17:08:15,14570249637,0,Speak to Agent,8,billing,261,0.9,Complaint about service,resolved,"Information provided, no action needed",2.0,False
-12057,2024-08-15 17:08:51,14359883898,0,Speak to Agent,8,billing,303,6.2,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-12058,2024-08-15 17:08:59,13760951487,0,Speak to Agent,3,billing,298,9.4,Complaint about service,resolved,"Information provided, no action needed",2.0,False
-12059,2024-08-15 17:09:57,12188267834,0,Speak to Agent,4,billing,47,6.5,Complaint about service,transferred,Customer disconnected before resolution,4.0,False
-12060,2024-08-15 17:14:13,16919205407,0,Speak to Agent,5,general,298,1.7,Complaint about service,resolved,"Claim filed, reference number provided",3.0,False
-12061,2024-08-15 17:14:45,17459441713,0,Speak to Agent,2,claims,400,5.5,Complaint about service,follow_up_needed,"Claim filed, reference number provided",2.0,False
-12062,2024-08-15 17:17:38,16101739171,0,Speak to Agent,6,general,327,0.0,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-12063,2024-08-15 17:19:14,13660784876,0,Speak to Agent,6,general,353,11.1,Complaint about service,transferred,"Information provided, no action needed",3.0,False
-12064,2024-08-15 17:21:19,14461698054,0,Speak to Agent,5,general,406,7.4,Complaint about service,abandoned,Policy updated per customer request,1.0,False
-12065,2024-08-15 17:26:28,12318653782,0,Speak to Agent,3,billing,486,7.7,Complaint about service,resolved,"Claim filed, reference number provided",1.0,False
-12066,2024-08-15 17:26:42,13774259266,0,Speak to Agent,3,billing,336,10.1,Complaint about service,resolved,Customer requested manager,1.0,False
-12067,2024-08-15 17:29:43,16978530525,2,Billing & Payments,3,billing,128,9.3,Filing new auto claim,follow_up_needed,Escalated to claims adjuster,4.0,False
-12068,2024-08-15 17:31:14,12772479152,0,Speak to Agent,3,billing,515,5.9,Complaint about service,transferred,Escalated to claims adjuster,2.0,False
-12069,2024-08-15 17:35:03,15411041176,0,Speak to Agent,1,claims,314,7.2,Complaint about service,resolved,"Information provided, no action needed",1.0,False
-12070,2024-08-15 17:35:43,14315467689,0,Speak to Agent,1,claims,48,7.4,Complaint about service,follow_up_needed,Escalated to claims adjuster,2.0,False
-12071,2024-08-15 17:36:56,19816586929,0,Speak to Agent,7,claims,280,7.1,Complaint about service,resolved,Policy updated per customer request,1.0,False
-12072,2024-08-15 17:37:08,13973004785,0,Speak to Agent,1,claims,271,6.0,Complaint about service,resolved,"Information provided, no action needed",1.0,False
-12073,2024-08-15 17:37:53,14065393147,0,Speak to Agent,1,claims,382,4.7,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-12074,2024-08-15 17:45:09,15050715333,0,Speak to Agent,4,billing,149,6.2,Complaint about service,resolved,Customer disconnected before resolution,1.0,False
-12075,2024-08-15 17:48:04,12204336572,0,Speak to Agent,1,claims,98,10.4,Complaint about service,follow_up_needed,Transferred to supervisor,1.0,False
-12076,2024-08-15 17:49:48,13613825353,3,Policy Changes,6,general,10,9.2,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",2.0,False
-12077,2024-08-15 17:50:51,17368358439,0,Speak to Agent,8,billing,22,6.4,Complaint about service,resolved,Customer disconnected before resolution,1.0,False
-12078,2024-08-15 17:52:52,18752045667,0,Speak to Agent,7,claims,347,9.7,Complaint about service,abandoned,Payment processed successfully,1.0,False
-12079,2024-08-15 17:54:47,18383714438,0,Speak to Agent,6,general,371,7.7,Complaint about service,resolved,"Claim filed, reference number provided",3.0,False
-12080,2024-08-15 17:55:07,13630771463,0,Speak to Agent,4,billing,240,7.4,Complaint about service,resolved,Resolved on first call,1.0,False
-12081,2024-08-15 17:56:17,17435290688,0,Speak to Agent,2,claims,193,6.1,Complaint about service,transferred,Policy updated per customer request,3.0,False
-12082,2024-08-15 17:56:49,13973089067,0,Speak to Agent,8,billing,311,6.9,Complaint about service,follow_up_needed,Customer disconnected before resolution,2.0,False
-12083,2024-08-15 17:58:15,14286968123,0,Speak to Agent,8,billing,378,4.7,Complaint about service,resolved,"Information provided, no action needed",3.0,False
-12084,2024-08-15 17:58:47,16723716005,0,Speak to Agent,2,claims,265,11.7,Complaint about service,follow_up_needed,Transferred to supervisor,1.0,False
-12085,2024-08-15 17:59:20,19382065673,0,Speak to Agent,4,billing,413,5.1,Complaint about service,transferred,Customer requested manager,2.0,False
-12086,2024-08-15 17:59:38,16888278919,0,Speak to Agent,3,billing,25,5.4,Complaint about service,abandoned,"Claim filed, reference number provided",3.0,False
-12087,2024-08-15 18:04:23,18027726996,0,Speak to Agent,1,claims,298,6.1,Complaint about service,resolved,Customer requested manager,3.0,False
-12088,2024-08-15 18:04:41,18062961689,0,Speak to Agent,5,general,81,4.8,Report accident,follow_up_needed,Customer requested manager,4.0,False
-12089,2024-08-15 18:05:18,17723521731,0,Speak to Agent,5,general,402,7.7,Complaint about service,resolved,"Claim filed, reference number provided",1.0,False
-12090,2024-08-15 18:06:48,13790437840,0,Speak to Agent,3,billing,293,9.5,Complaint about service,resolved,Callback scheduled for tomorrow,2.0,False
-12091,2024-08-15 18:07:48,16793107317,0,Speak to Agent,7,claims,363,3.3,Complaint about service,resolved,"Information provided, no action needed",1.0,False
-12092,2024-08-15 18:08:22,12351243355,4,New Quote,6,general,143,8.2,General coverage question,resolved,"Information provided, no action needed",4.0,True
-12093,2024-08-15 18:10:43,18302907041,0,Speak to Agent,6,general,303,9.9,Complaint about service,abandoned,Customer disconnected before resolution,3.0,False
-12094,2024-08-15 18:17:05,16445548923,0,Speak to Agent,7,claims,372,4.6,Complaint about service,resolved,Payment processed successfully,1.0,False
-12095,2024-08-15 18:19:40,17955385733,0,Speak to Agent,4,billing,135,6.8,Complaint about service,resolved,Payment processed successfully,1.0,False
-12096,2024-08-15 18:20:07,14385226745,0,Speak to Agent,1,claims,436,14.4,Complaint about service,resolved,Customer disconnected before resolution,1.0,False
-12097,2024-08-15 18:21:04,18015421863,2,Billing & Payments,8,billing,195,9.9,Request proof of insurance,transferred,Customer disconnected before resolution,2.0,False
-12098,2024-08-15 18:21:50,14540776537,0,Speak to Agent,1,claims,413,8.6,Complaint about service,resolved,Transferred to supervisor,3.0,False
-12099,2024-08-15 18:21:51,17690510174,0,Speak to Agent,1,claims,379,7.4,Complaint about service,transferred,"Information provided, no action needed",2.0,False
-12100,2024-08-15 18:22:50,16972041705,0,Speak to Agent,3,billing,284,1.5,Complaint about service,follow_up_needed,"Information provided, no action needed",2.0,False
-12101,2024-08-15 18:23:39,19970757347,0,Speak to Agent,5,general,421,6.4,Complaint about service,abandoned,Transferred to supervisor,1.0,False
-12102,2024-08-15 18:26:02,14776718906,0,Speak to Agent,4,billing,232,13.2,Complaint about service,transferred,Policy updated per customer request,1.0,False
-12103,2024-08-15 18:26:33,13211718199,0,Speak to Agent,1,claims,57,10.8,Complaint about service,transferred,Customer disconnected before resolution,3.0,False
-12104,2024-08-15 18:28:18,14825448512,0,Speak to Agent,3,billing,263,9.1,Complaint about service,resolved,Policy updated per customer request,2.0,False
-12105,2024-08-15 18:29:25,12779577280,0,Speak to Agent,7,claims,390,14.2,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,False
-12106,2024-08-15 18:29:52,15574965995,0,Speak to Agent,6,general,340,6.8,Complaint about service,resolved,Escalated to claims adjuster,4.0,False
-12107,2024-08-15 18:32:10,17460669007,0,Speak to Agent,1,claims,320,13.4,Complaint about service,abandoned,Payment processed successfully,4.0,False
-12108,2024-08-15 18:32:35,17146676986,0,Speak to Agent,1,claims,249,10.1,Complaint about service,transferred,Policy updated per customer request,3.0,False
-12109,2024-08-15 18:34:26,14737001844,0,Speak to Agent,6,general,485,2.3,Complaint about service,follow_up_needed,Customer disconnected before resolution,2.0,False
-12110,2024-08-15 18:35:43,16916768456,0,Speak to Agent,5,general,189,11.2,Complaint about service,resolved,"Information provided, no action needed",2.0,False
-12111,2024-08-15 18:36:25,14503717720,1,Claims,1,claims,193,4.5,Update address,follow_up_needed,Policy updated per customer request,4.0,False
-12112,2024-08-15 18:40:17,15207626989,0,Speak to Agent,5,general,96,4.3,Report accident,resolved,Resolved on first call,5.0,True
-12113,2024-08-15 18:42:56,19229132649,0,Speak to Agent,6,general,254,10.7,Complaint about service,follow_up_needed,Customer requested manager,3.0,False
-12114,2024-08-15 18:43:57,14620814701,0,Speak to Agent,1,claims,413,8.3,Complaint about service,follow_up_needed,Escalated to claims adjuster,2.0,False
-12115,2024-08-15 18:46:24,12162029874,0,Speak to Agent,2,claims,212,5.6,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-12116,2024-08-15 18:46:52,17296340472,0,Speak to Agent,7,claims,351,15.2,Complaint about service,follow_up_needed,Transferred to supervisor,3.0,False
-12117,2024-08-15 18:50:40,16117374911,2,Billing & Payments,3,billing,58,4.0,Complaint about service,resolved,Escalated to claims adjuster,4.0,True
-12118,2024-08-15 18:51:20,13931167848,0,Speak to Agent,4,billing,558,10.7,Complaint about service,resolved,Payment processed successfully,2.0,False
-12119,2024-08-15 18:51:34,17464845796,0,Speak to Agent,8,billing,445,6.0,Complaint about service,follow_up_needed,Escalated to claims adjuster,5.0,False
-12120,2024-08-15 18:52:09,18110799652,0,Speak to Agent,5,general,530,7.0,Complaint about service,resolved,"Claim filed, reference number provided",1.0,False
-12121,2024-08-15 18:55:19,17900356699,0,Speak to Agent,7,claims,284,11.0,Complaint about service,follow_up_needed,Resolved on first call,1.0,False
-12122,2024-08-15 18:57:09,19690623515,0,Speak to Agent,8,billing,292,5.0,Complaint about service,follow_up_needed,"Information provided, no action needed",1.0,False
-12123,2024-08-16 07:00:09,19500660431,0,Speak to Agent,7,claims,255,7.9,Complaint about service,follow_up_needed,Policy updated per customer request,2.0,False
-12124,2024-08-16 07:00:28,15507358043,0,Speak to Agent,1,claims,344,7.4,Complaint about service,follow_up_needed,Customer requested manager,1.0,False
-12125,2024-08-16 07:01:43,15708247037,0,Speak to Agent,5,general,108,8.6,Complaint about service,transferred,Transferred to supervisor,3.0,False
-12126,2024-08-16 07:02:08,14662817129,0,Speak to Agent,2,claims,241,9.3,Complaint about service,resolved,"Information provided, no action needed",2.0,False
-12127,2024-08-16 07:14:32,16766835502,0,Speak to Agent,7,claims,322,9.9,Complaint about service,abandoned,Callback scheduled for tomorrow,2.0,False
-12128,2024-08-16 07:15:00,16278403280,0,Speak to Agent,5,general,251,5.6,Complaint about service,resolved,Transferred to supervisor,4.0,False
-12129,2024-08-16 07:18:28,17305637195,0,Speak to Agent,2,claims,270,4.8,Complaint about service,resolved,"Claim filed, reference number provided",1.0,False
-12130,2024-08-16 07:21:32,13901615247,0,Speak to Agent,1,claims,564,8.8,Complaint about service,transferred,Customer requested manager,1.0,False
-12131,2024-08-16 07:23:56,18123062562,0,Speak to Agent,3,billing,201,4.7,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,False
-12132,2024-08-16 07:25:08,17750958935,0,Speak to Agent,8,billing,209,4.0,Complaint about service,follow_up_needed,Payment processed successfully,3.0,False
-12133,2024-08-16 07:25:35,13380113309,0,Speak to Agent,5,general,298,16.5,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,False
-12134,2024-08-16 07:26:00,19864654358,0,Speak to Agent,8,billing,424,10.0,Complaint about service,resolved,Escalated to claims adjuster,2.0,False
-12135,2024-08-16 07:27:32,17650603408,0,Speak to Agent,5,general,342,11.3,Complaint about service,follow_up_needed,Resolved on first call,3.0,False
-12136,2024-08-16 07:27:36,14641677826,0,Speak to Agent,7,claims,327,7.9,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-12137,2024-08-16 07:29:44,15332976913,0,Speak to Agent,2,claims,107,3.2,Complaint about service,abandoned,Callback scheduled for tomorrow,1.0,False
-12138,2024-08-16 07:32:11,16066571266,2,Billing & Payments,8,billing,193,5.2,Request ID cards,transferred,Policy updated per customer request,4.0,False
-12139,2024-08-16 07:32:16,16922235556,0,Speak to Agent,7,claims,310,11.5,Complaint about service,resolved,Payment processed successfully,1.0,False
-12140,2024-08-16 07:34:04,18713299348,0,Speak to Agent,2,claims,536,7.4,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-12141,2024-08-16 07:36:35,18597923672,0,Speak to Agent,7,claims,526,9.2,Complaint about service,transferred,"Information provided, no action needed",3.0,False
-12142,2024-08-16 07:36:53,14939217884,0,Speak to Agent,3,billing,269,6.7,Complaint about service,abandoned,Transferred to supervisor,2.0,False
-12143,2024-08-16 07:39:14,19615174922,0,Speak to Agent,4,billing,265,11.4,Complaint about service,resolved,Escalated to claims adjuster,2.0,False
-12144,2024-08-16 07:40:04,15759194454,0,Speak to Agent,3,billing,300,8.3,Complaint about service,resolved,Resolved on first call,2.0,False
-12145,2024-08-16 07:44:09,17811862012,0,Speak to Agent,3,billing,469,10.7,Complaint about service,follow_up_needed,Transferred to supervisor,4.0,False
-12146,2024-08-16 07:50:47,16975467473,0,Speak to Agent,4,billing,222,6.6,Complaint about service,resolved,Customer disconnected before resolution,3.0,False
-12147,2024-08-16 07:50:49,16237892801,0,Speak to Agent,7,claims,336,5.7,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,False
-12148,2024-08-16 07:53:03,16845444058,0,Speak to Agent,7,claims,250,6.1,Complaint about service,resolved,Policy updated per customer request,2.0,False
-12149,2024-08-16 07:53:12,15931459708,0,Speak to Agent,4,billing,284,8.6,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,False
-12150,2024-08-16 08:00:16,14095622353,3,Policy Changes,5,general,198,6.9,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",3.0,True
-12151,2024-08-16 08:01:24,13013960821,0,Speak to Agent,5,general,151,9.8,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-12152,2024-08-16 08:01:32,13399078020,0,Speak to Agent,4,billing,241,11.2,Complaint about service,resolved,Escalated to claims adjuster,4.0,False
-12153,2024-08-16 08:03:41,13517226339,0,Speak to Agent,3,billing,293,9.7,Complaint about service,transferred,Escalated to claims adjuster,1.0,False
-12154,2024-08-16 08:10:15,14602982933,0,Speak to Agent,1,claims,127,8.2,Complaint about service,abandoned,Transferred to supervisor,2.0,False
-12155,2024-08-16 08:11:27,15780999468,0,Speak to Agent,1,claims,276,5.7,Complaint about service,transferred,"Claim filed, reference number provided",3.0,False
-12156,2024-08-16 08:11:39,14039034501,0,Speak to Agent,5,general,160,11.1,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-12157,2024-08-16 08:16:28,15929933075,0,Speak to Agent,7,claims,315,8.4,Complaint about service,transferred,Transferred to supervisor,1.0,False
-12158,2024-08-16 08:16:37,12144199224,0,Speak to Agent,3,billing,317,8.8,Complaint about service,resolved,Customer requested manager,4.0,False
-12159,2024-08-16 08:16:52,12847810980,0,Speak to Agent,7,claims,492,6.9,Complaint about service,resolved,Callback scheduled for tomorrow,2.0,False
-12160,2024-08-16 08:18:40,15855963782,0,Speak to Agent,4,billing,144,6.4,Complaint about service,resolved,Policy updated per customer request,1.0,False
-12161,2024-08-16 08:20:00,16376893316,0,Speak to Agent,5,general,581,9.9,Complaint about service,follow_up_needed,Customer disconnected before resolution,3.0,False
-12162,2024-08-16 08:20:01,15323753450,0,Speak to Agent,5,general,230,4.6,Complaint about service,transferred,Transferred to supervisor,4.0,False
-12163,2024-08-16 08:23:23,13116805045,0,Speak to Agent,6,general,219,10.6,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-12164,2024-08-16 08:24:33,19788646719,0,Speak to Agent,2,claims,69,6.9,Complaint about service,follow_up_needed,Escalated to claims adjuster,2.0,False
-12165,2024-08-16 08:26:08,19810246991,0,Speak to Agent,1,claims,361,7.5,Complaint about service,follow_up_needed,"Information provided, no action needed",2.0,False
-12166,2024-08-16 08:26:46,19527248566,0,Speak to Agent,5,general,222,7.4,Complaint about service,follow_up_needed,Transferred to supervisor,2.0,False
-12167,2024-08-16 08:26:47,19729492359,0,Speak to Agent,3,billing,273,8.0,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-12168,2024-08-16 08:27:36,19625546630,0,Speak to Agent,5,general,223,3.0,Complaint about service,follow_up_needed,"Information provided, no action needed",1.0,False
-12169,2024-08-16 08:29:42,16885567133,0,Speak to Agent,1,claims,397,7.9,Complaint about service,abandoned,"Information provided, no action needed",1.0,False
-12170,2024-08-16 08:30:05,16491424345,0,Speak to Agent,4,billing,154,5.5,Complaint about service,resolved,Escalated to claims adjuster,3.0,False
-12171,2024-08-16 08:31:22,18706937652,0,Speak to Agent,6,general,567,5.2,Complaint about service,follow_up_needed,Transferred to supervisor,2.0,False
-12172,2024-08-16 08:36:37,14161636677,0,Speak to Agent,5,general,362,9.3,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-12173,2024-08-16 08:37:47,18612136181,0,Speak to Agent,8,billing,170,3.7,Complaint about service,resolved,Payment processed successfully,2.0,False
-12174,2024-08-16 08:39:23,12761848162,0,Speak to Agent,3,billing,205,6.6,Complaint about service,resolved,Policy updated per customer request,2.0,False
-12175,2024-08-16 08:40:26,18704166993,0,Speak to Agent,6,general,297,9.5,Complaint about service,resolved,Customer requested manager,2.0,False
-12176,2024-08-16 08:43:11,13654141580,0,Speak to Agent,4,billing,189,8.7,Complaint about service,follow_up_needed,"Information provided, no action needed",3.0,False
-12177,2024-08-16 08:44:06,15831487769,0,Speak to Agent,1,claims,354,10.2,Complaint about service,transferred,Transferred to supervisor,3.0,False
-12178,2024-08-16 08:44:10,12223366822,0,Speak to Agent,1,claims,145,7.2,Complaint about service,transferred,"Information provided, no action needed",2.0,False
-12179,2024-08-16 08:45:30,17464025027,0,Speak to Agent,5,general,323,7.2,Complaint about service,transferred,Escalated to claims adjuster,1.0,False
-12180,2024-08-16 08:45:41,14322744845,0,Speak to Agent,8,billing,165,8.8,Complaint about service,resolved,Payment processed successfully,1.0,False
-12181,2024-08-16 08:46:27,18360208002,0,Speak to Agent,2,claims,240,8.8,Complaint about service,transferred,"Claim filed, reference number provided",4.0,False
-12182,2024-08-16 08:50:40,13707518370,0,Speak to Agent,2,claims,458,5.5,Complaint about service,abandoned,"Information provided, no action needed",4.0,False
-12183,2024-08-16 08:54:15,15217549543,0,Speak to Agent,1,claims,381,10.4,Complaint about service,follow_up_needed,Payment processed successfully,1.0,False
-12184,2024-08-16 08:56:12,17204901356,0,Speak to Agent,1,claims,339,5.0,Complaint about service,resolved,Escalated to claims adjuster,2.0,False
-12185,2024-08-16 08:56:51,17327104452,0,Speak to Agent,7,claims,91,6.1,Complaint about service,resolved,Policy updated per customer request,2.0,False
-12186,2024-08-16 09:05:21,18017870321,0,Speak to Agent,3,billing,66,8.9,Complaint about service,abandoned,"Information provided, no action needed",1.0,False
-12187,2024-08-16 09:06:41,15491617541,0,Speak to Agent,8,billing,243,6.7,Complaint about service,abandoned,Escalated to claims adjuster,3.0,False
-12188,2024-08-16 09:07:20,17487113245,4,New Quote,6,general,93,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-12189,2024-08-16 09:07:54,16631553700,0,Speak to Agent,4,billing,372,15.6,Complaint about service,follow_up_needed,Customer disconnected before resolution,3.0,False
-12190,2024-08-16 09:08:26,12721804638,0,Speak to Agent,5,general,329,11.5,Complaint about service,resolved,Transferred to supervisor,1.0,False
-12191,2024-08-16 09:08:33,15867455740,0,Speak to Agent,5,general,348,4.1,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,False
-12192,2024-08-16 09:08:44,19632540951,0,Speak to Agent,4,billing,330,9.2,Complaint about service,abandoned,Payment processed successfully,1.0,False
-12193,2024-08-16 09:10:06,16370939220,0,Speak to Agent,8,billing,288,9.3,Complaint about service,abandoned,"Claim filed, reference number provided",3.0,False
-12194,2024-08-16 09:13:07,12438400930,0,Speak to Agent,2,claims,259,9.8,Complaint about service,transferred,Transferred to supervisor,1.0,False
-12195,2024-08-16 09:13:44,14750987522,0,Speak to Agent,4,billing,382,11.0,Complaint about service,transferred,Customer requested manager,1.0,False
-12196,2024-08-16 09:14:42,15964526256,0,Speak to Agent,8,billing,356,6.9,Complaint about service,resolved,Payment processed successfully,2.0,False
-12197,2024-08-16 09:16:10,19029189611,0,Speak to Agent,6,general,8,8.6,Complaint about service,follow_up_needed,Payment processed successfully,3.0,False
-12198,2024-08-16 09:16:11,18304344951,0,Speak to Agent,1,claims,231,11.9,Complaint about service,transferred,Escalated to claims adjuster,1.0,False
-12199,2024-08-16 09:18:16,18456036061,0,Speak to Agent,3,billing,459,7.5,Complaint about service,transferred,Customer requested manager,3.0,False
-12200,2024-08-16 09:19:20,17839428894,0,Speak to Agent,7,claims,370,5.3,Complaint about service,transferred,Escalated to claims adjuster,1.0,False
-12201,2024-08-16 09:20:22,19038800415,0,Speak to Agent,1,claims,312,10.5,Complaint about service,follow_up_needed,"Claim filed, reference number provided",2.0,False
-12202,2024-08-16 09:20:41,19060867139,0,Speak to Agent,6,general,370,11.2,Complaint about service,abandoned,Escalated to claims adjuster,2.0,False
-12203,2024-08-16 09:21:56,19182403789,0,Speak to Agent,8,billing,211,11.5,Complaint about service,transferred,Escalated to claims adjuster,2.0,False
-12204,2024-08-16 09:22:07,18750738492,0,Speak to Agent,7,claims,391,11.4,Complaint about service,follow_up_needed,Escalated to claims adjuster,3.0,False
-12205,2024-08-16 09:22:29,17426085256,0,Speak to Agent,1,claims,301,4.5,Complaint about service,transferred,Customer disconnected before resolution,2.0,False
-12206,2024-08-16 09:22:31,13038381489,0,Speak to Agent,2,claims,358,7.5,Complaint about service,resolved,Payment processed successfully,3.0,False
-12207,2024-08-16 09:22:36,19669462724,0,Speak to Agent,8,billing,593,5.9,Complaint about service,resolved,Resolved on first call,3.0,False
-12208,2024-08-16 09:23:35,19618118957,3,Policy Changes,6,general,225,9.9,Request ID cards,resolved,Payment processed successfully,2.0,True
-12209,2024-08-16 09:23:42,17223736344,0,Speak to Agent,1,claims,308,10.3,Complaint about service,abandoned,Resolved on first call,1.0,False
-12210,2024-08-16 09:28:28,17640044386,0,Speak to Agent,2,claims,357,6.9,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-12211,2024-08-16 09:28:50,12686157936,0,Speak to Agent,2,claims,315,10.7,Complaint about service,transferred,Resolved on first call,1.0,False
-12212,2024-08-16 09:28:53,14558767581,0,Speak to Agent,3,billing,213,13.6,Complaint about service,resolved,Escalated to claims adjuster,1.0,False
-12213,2024-08-16 09:28:55,17037177353,0,Speak to Agent,2,claims,410,2.5,Complaint about service,follow_up_needed,"Claim filed, reference number provided",1.0,False
-12214,2024-08-16 09:29:33,17851400961,0,Speak to Agent,8,billing,467,7.9,Complaint about service,resolved,Customer disconnected before resolution,2.0,False
-12215,2024-08-16 09:29:52,14365497051,0,Speak to Agent,2,claims,421,9.5,Complaint about service,transferred,"Claim filed, reference number provided",1.0,False
-12216,2024-08-16 09:29:58,14307240450,0,Speak to Agent,2,claims,379,-0.7,Complaint about service,transferred,Escalated to claims adjuster,2.0,False
-12217,2024-08-16 09:32:37,19034476938,0,Speak to Agent,2,claims,498,10.3,Complaint about service,abandoned,Policy updated per customer request,2.0,False
-12218,2024-08-16 09:32:52,19239999178,0,Speak to Agent,2,claims,410,8.7,Complaint about service,follow_up_needed,"Claim filed, reference number provided",2.0,False
-12219,2024-08-16 09:33:26,15138513847,0,Speak to Agent,2,claims,351,6.7,Complaint about service,transferred,Callback scheduled for tomorrow,1.0,False
-12220,2024-08-16 09:33:44,18350232856,0,Speak to Agent,3,billing,141,9.1,Complaint about service,resolved,"Claim filed, reference number provided",3.0,False
-12221,2024-08-16 09:35:01,18361726579,0,Speak to Agent,1,claims,391,4.1,Complaint about service,abandoned,Resolved on first call,3.0,False
-12222,2024-08-16 09:36:17,12187799261,0,Speak to Agent,3,billing,236,7.7,Complaint about service,follow_up_needed,Payment processed successfully,1.0,False
-12223,2024-08-16 09:36:38,15580903588,0,Speak to Agent,5,general,308,10.9,Complaint about service,resolved,Payment processed successfully,2.0,False
-12224,2024-08-16 09:39:53,18778606676,0,Speak to Agent,5,general,179,8.2,Complaint about service,transferred,Payment processed successfully,2.0,False
-12225,2024-08-16 09:41:52,12183864724,0,Speak to Agent,6,general,186,7.6,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-12226,2024-08-16 09:42:35,16619444319,0,Speak to Agent,8,billing,348,4.7,Complaint about service,abandoned,"Information provided, no action needed",4.0,False
-12227,2024-08-16 09:44:08,13858468699,0,Speak to Agent,7,claims,575,14.3,Complaint about service,follow_up_needed,Customer disconnected before resolution,1.0,False
-12228,2024-08-16 09:45:19,18182301924,0,Speak to Agent,7,claims,212,7.2,Complaint about service,transferred,Customer requested manager,2.0,False
-12229,2024-08-16 09:46:29,12010983100,4,New Quote,6,general,128,0.0,General coverage question,abandoned,Customer abandoned,,False
-12230,2024-08-16 09:46:36,16315209587,0,Speak to Agent,7,claims,463,8.3,Complaint about service,abandoned,Customer disconnected before resolution,2.0,False
-12231,2024-08-16 09:47:50,19363571986,0,Speak to Agent,2,claims,197,11.4,Complaint about service,follow_up_needed,Policy updated per customer request,1.0,False
-12232,2024-08-16 09:48:22,15036582139,0,Speak to Agent,2,claims,128,9.4,Complaint about service,abandoned,Transferred to supervisor,1.0,False
-12233,2024-08-16 09:49:20,17006233981,0,Speak to Agent,3,billing,415,7.3,Complaint about service,resolved,Escalated to claims adjuster,2.0,False
-12234,2024-08-16 09:49:23,17507867722,0,Speak to Agent,5,general,96,5.0,General coverage question,follow_up_needed,Policy updated per customer request,4.0,False
-12235,2024-08-16 09:49:32,14397057760,0,Speak to Agent,6,general,171,9.7,Complaint about service,transferred,Escalated to claims adjuster,2.0,False
-12236,2024-08-16 09:49:38,17656294626,0,Speak to Agent,4,billing,447,0.3,Complaint about service,resolved,Transferred to supervisor,2.0,False
-12237,2024-08-16 09:51:09,15398509866,0,Speak to Agent,1,claims,157,6.1,Complaint about service,resolved,Transferred to supervisor,3.0,False
-12238,2024-08-16 09:51:16,18897004680,0,Speak to Agent,6,general,309,8.2,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-12239,2024-08-16 09:51:37,15261536100,0,Speak to Agent,5,general,284,8.2,Complaint about service,transferred,Escalated to claims adjuster,2.0,False
-12240,2024-08-16 09:51:45,18896183307,0,Speak to Agent,1,claims,112,14.2,Complaint about service,resolved,Transferred to supervisor,1.0,False
-12241,2024-08-16 09:53:21,16101805945,0,Speak to Agent,2,claims,454,10.3,Complaint about service,transferred,"Claim filed, reference number provided",2.0,False
-12242,2024-08-16 09:54:51,17228614392,0,Speak to Agent,6,general,196,4.0,Complaint about service,resolved,Customer requested manager,2.0,False
-12243,2024-08-16 09:57:20,13400924081,0,Speak to Agent,2,claims,317,-0.6,Complaint about service,abandoned,Escalated to claims adjuster,2.0,False
-12244,2024-08-16 09:59:18,16577165940,3,Policy Changes,5,general,260,4.2,Inquire about premium increase,resolved,Callback scheduled for tomorrow,5.0,True
-12245,2024-08-16 10:00:58,16194176868,0,Speak to Agent,1,claims,310,14.1,Complaint about service,abandoned,Policy updated per customer request,3.0,False
-12246,2024-08-16 10:01:39,19627650740,0,Speak to Agent,7,claims,403,2.5,Complaint about service,transferred,"Claim filed, reference number provided",1.0,False
-12247,2024-08-16 10:02:55,13050344360,0,Speak to Agent,5,general,348,5.1,Complaint about service,resolved,Resolved on first call,3.0,False
-12248,2024-08-16 10:03:04,14690567550,0,Speak to Agent,5,general,258,12.6,Complaint about service,resolved,Payment processed successfully,2.0,False
-12249,2024-08-16 10:05:07,14137882987,0,Speak to Agent,2,claims,478,7.5,Complaint about service,transferred,Transferred to supervisor,1.0,False
-12250,2024-08-16 10:05:24,12439641540,0,Speak to Agent,7,claims,570,5.0,Complaint about service,abandoned,Callback scheduled for tomorrow,2.0,False
-12251,2024-08-16 10:07:27,16630230152,0,Speak to Agent,1,claims,357,4.2,Complaint about service,follow_up_needed,Resolved on first call,3.0,False
-12252,2024-08-16 10:09:27,15978096010,0,Speak to Agent,2,claims,303,5.2,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-12253,2024-08-16 10:10:10,19209125653,0,Speak to Agent,1,claims,364,9.5,Complaint about service,resolved,"Information provided, no action needed",2.0,False
-12254,2024-08-16 10:11:12,15868279629,0,Speak to Agent,8,billing,394,13.1,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-12255,2024-08-16 10:16:37,19631559368,0,Speak to Agent,4,billing,221,3.6,Complaint about service,follow_up_needed,Payment processed successfully,1.0,False
-12256,2024-08-16 10:17:29,15597196387,0,Speak to Agent,5,general,352,9.7,Complaint about service,follow_up_needed,"Information provided, no action needed",1.0,False
-12257,2024-08-16 10:18:23,16094112365,0,Speak to Agent,1,claims,267,8.4,Complaint about service,transferred,Customer requested manager,1.0,False
-12258,2024-08-16 10:22:48,15591404370,1,Claims,7,claims,0,9.2,Ask about discounts,follow_up_needed,Payment processed successfully,2.0,False
-12259,2024-08-16 10:25:22,15409521844,0,Speak to Agent,4,billing,440,2.9,Complaint about service,transferred,Payment processed successfully,1.0,False
-12260,2024-08-16 10:25:35,19869282897,0,Speak to Agent,1,claims,297,4.1,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,False
-12261,2024-08-16 10:25:47,12174989825,0,Speak to Agent,5,general,401,5.1,Complaint about service,resolved,Customer requested manager,3.0,False
-12262,2024-08-16 10:26:05,14650624969,0,Speak to Agent,4,billing,33,11.3,Complaint about service,transferred,Escalated to claims adjuster,3.0,False
-12263,2024-08-16 10:27:39,19437251329,0,Speak to Agent,4,billing,379,7.9,Complaint about service,transferred,Customer requested manager,1.0,False
-12264,2024-08-16 10:27:59,16050912925,0,Speak to Agent,7,claims,208,6.2,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-12265,2024-08-16 10:28:23,16850280616,0,Speak to Agent,4,billing,421,5.3,Complaint about service,resolved,Escalated to claims adjuster,2.0,False
-12266,2024-08-16 10:28:42,15382326366,0,Speak to Agent,7,claims,369,10.7,Complaint about service,resolved,Policy updated per customer request,1.0,False
-12267,2024-08-16 10:29:31,12491497217,0,Speak to Agent,7,claims,239,13.3,Complaint about service,follow_up_needed,Payment processed successfully,2.0,False
-12268,2024-08-16 10:31:17,13871695503,0,Speak to Agent,6,general,301,14.9,Complaint about service,resolved,Customer requested manager,1.0,False
-12269,2024-08-16 10:31:52,12810133456,0,Speak to Agent,3,billing,278,6.0,Complaint about service,resolved,Policy updated per customer request,1.0,False
-12270,2024-08-16 10:31:59,16358241902,2,Billing & Payments,3,billing,51,5.8,Add driver to policy,resolved,Customer requested manager,3.0,True
-12271,2024-08-16 10:32:17,14904192428,1,Claims,1,claims,0,8.4,Cancel policy,resolved,"Information provided, no action needed",4.0,True
-12272,2024-08-16 10:33:02,15390993566,0,Speak to Agent,3,billing,310,2.9,Complaint about service,follow_up_needed,"Claim filed, reference number provided",1.0,False
-12273,2024-08-16 10:33:04,19322944427,0,Speak to Agent,7,claims,473,1.7,Complaint about service,transferred,Transferred to supervisor,4.0,False
-12274,2024-08-16 10:33:19,12906089508,0,Speak to Agent,8,billing,144,1.6,Complaint about service,resolved,Customer disconnected before resolution,1.0,False
-12275,2024-08-16 10:35:02,12155167119,0,Speak to Agent,8,billing,290,6.2,Complaint about service,follow_up_needed,Resolved on first call,2.0,False
-12276,2024-08-16 10:35:30,16386121952,0,Speak to Agent,4,billing,374,9.6,Complaint about service,resolved,Transferred to supervisor,2.0,False
-12277,2024-08-16 10:35:34,19876628954,0,Speak to Agent,6,general,100,7.7,Request ID cards,resolved,Resolved on first call,2.0,True
-12278,2024-08-16 10:37:36,12209980849,0,Speak to Agent,8,billing,445,5.3,Complaint about service,abandoned,Policy updated per customer request,1.0,False
-12279,2024-08-16 10:38:17,19262017005,0,Speak to Agent,8,billing,497,8.4,Complaint about service,resolved,Customer disconnected before resolution,2.0,False
-12280,2024-08-16 10:40:26,12643272310,0,Speak to Agent,7,claims,164,4.3,Complaint about service,resolved,"Claim filed, reference number provided",3.0,False
-12281,2024-08-16 10:40:39,14034153989,0,Speak to Agent,2,claims,485,7.7,Complaint about service,follow_up_needed,"Claim filed, reference number provided",1.0,False
-12282,2024-08-16 10:40:43,18756013993,0,Speak to Agent,1,claims,287,7.8,Complaint about service,abandoned,"Claim filed, reference number provided",2.0,False
-12283,2024-08-16 10:40:46,17015587825,3,Policy Changes,5,general,246,4.7,Reinstate lapsed policy,resolved,"Information provided, no action needed",5.0,True
-12284,2024-08-16 10:41:23,17880785029,0,Speak to Agent,5,general,252,2.2,Complaint about service,abandoned,Escalated to claims adjuster,3.0,False
-12285,2024-08-16 10:42:09,13718389781,0,Speak to Agent,3,billing,176,7.5,Complaint about service,follow_up_needed,Policy updated per customer request,2.0,False
-12286,2024-08-16 10:42:25,12131991888,0,Speak to Agent,4,billing,309,6.4,Complaint about service,resolved,Escalated to claims adjuster,2.0,False
-12287,2024-08-16 10:43:06,16521945159,0,Speak to Agent,7,claims,430,1.4,Complaint about service,resolved,"Claim filed, reference number provided",3.0,False
-12288,2024-08-16 10:43:23,12542398203,0,Speak to Agent,4,billing,430,6.2,Complaint about service,resolved,"Information provided, no action needed",2.0,False
-12289,2024-08-16 10:44:10,17979873990,0,Speak to Agent,5,general,148,7.1,Complaint about service,transferred,Payment processed successfully,2.0,False
-12290,2024-08-16 10:44:36,14669579381,0,Speak to Agent,7,claims,175,8.6,Complaint about service,abandoned,"Claim filed, reference number provided",2.0,False
-12291,2024-08-16 10:45:10,12201391522,0,Speak to Agent,6,general,180,8.3,Complaint about service,resolved,Resolved on first call,2.0,False
-12292,2024-08-16 10:46:34,13468160998,0,Speak to Agent,3,billing,229,7.4,Complaint about service,abandoned,Customer requested manager,1.0,False
-12293,2024-08-16 10:46:41,18331018315,0,Speak to Agent,7,claims,404,10.1,Complaint about service,abandoned,Escalated to claims adjuster,1.0,False
-12294,2024-08-16 10:46:56,13446519790,0,Speak to Agent,4,billing,148,5.2,Complaint about service,abandoned,"Information provided, no action needed",1.0,False
-12295,2024-08-16 10:48:35,15569376050,0,Speak to Agent,4,billing,518,3.8,Complaint about service,abandoned,Escalated to claims adjuster,1.0,False
-12296,2024-08-16 10:49:17,18725836586,0,Speak to Agent,5,general,404,12.5,Complaint about service,resolved,Policy updated per customer request,3.0,False
-12297,2024-08-16 10:49:33,16461579341,0,Speak to Agent,3,billing,400,7.8,Complaint about service,follow_up_needed,Customer disconnected before resolution,3.0,False
-12298,2024-08-16 10:50:17,13990527546,0,Speak to Agent,1,claims,333,6.1,Complaint about service,resolved,Callback scheduled for tomorrow,1.0,False
-12299,2024-08-16 10:51:05,17831224669,0,Speak to Agent,3,billing,457,11.2,Complaint about service,resolved,Escalated to claims adjuster,1.0,False
-12300,2024-08-16 10:51:06,17506950483,0,Speak to Agent,5,general,275,15.8,Complaint about service,resolved,"Information provided, no action needed",4.0,False
-12301,2024-08-16 10:52:04,12635113040,0,Speak to Agent,5,general,291,10.3,Complaint about service,resolved,Escalated to claims adjuster,3.0,False
-12302,2024-08-16 10:52:07,12625045711,0,Speak to Agent,7,claims,218,15.1,Complaint about service,follow_up_needed,"Claim filed, reference number provided",1.0,False
-12303,2024-08-16 10:52:29,17180955091,0,Speak to Agent,6,general,344,10.4,Complaint about service,abandoned,Policy updated per customer request,1.0,False
-12304,2024-08-16 10:53:32,19883403807,0,Speak to Agent,5,general,190,13.3,Complaint about service,resolved,Resolved on first call,1.0,False
-12305,2024-08-16 10:55:21,16062019811,0,Speak to Agent,1,claims,416,6.1,Complaint about service,transferred,Customer requested manager,2.0,False
-12306,2024-08-16 10:56:42,18242586261,0,Speak to Agent,4,billing,272,8.8,Complaint about service,follow_up_needed,Policy updated per customer request,4.0,False
-12307,2024-08-16 10:57:36,16915348721,0,Speak to Agent,4,billing,271,9.0,Complaint about service,resolved,Payment processed successfully,4.0,False
-12308,2024-08-16 10:59:37,17745681606,0,Speak to Agent,4,billing,198,7.6,Complaint about service,transferred,Transferred to supervisor,2.0,False
-12309,2024-08-16 11:00:20,13149675514,0,Speak to Agent,5,general,119,5.7,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-12310,2024-08-16 11:00:25,14254263430,0,Speak to Agent,2,claims,333,5.7,Complaint about service,resolved,Escalated to claims adjuster,3.0,False
-12311,2024-08-16 11:00:55,15482217629,0,Speak to Agent,6,general,508,5.6,Complaint about service,transferred,Policy updated per customer request,2.0,False
-12312,2024-08-16 11:01:13,19223110392,1,Claims,7,claims,7,4.5,Dispute claim denial,follow_up_needed,Policy updated per customer request,3.0,False
-12313,2024-08-16 11:01:25,17814250718,0,Speak to Agent,1,claims,423,7.5,Complaint about service,resolved,Callback scheduled for tomorrow,1.0,False
-12314,2024-08-16 11:02:08,18742610889,0,Speak to Agent,1,claims,358,8.6,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-12315,2024-08-16 11:08:42,19947530351,0,Speak to Agent,5,general,546,5.3,Complaint about service,resolved,Payment processed successfully,3.0,False
-12316,2024-08-16 11:08:48,18679417235,0,Speak to Agent,4,billing,306,8.1,Complaint about service,resolved,Resolved on first call,2.0,False
-12317,2024-08-16 11:09:10,19763035969,4,New Quote,5,general,162,8.1,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-12318,2024-08-16 11:09:30,15512941392,0,Speak to Agent,3,billing,90,8.3,Complaint about service,follow_up_needed,Resolved on first call,3.0,False
-12319,2024-08-16 11:09:33,13412129907,0,Speak to Agent,6,general,284,11.1,Complaint about service,follow_up_needed,Customer requested manager,1.0,False
-12320,2024-08-16 11:10:24,16539769862,0,Speak to Agent,3,billing,233,7.1,Complaint about service,transferred,Payment processed successfully,2.0,False
-12321,2024-08-16 11:11:04,18536273297,0,Speak to Agent,8,billing,181,7.4,Complaint about service,follow_up_needed,"Information provided, no action needed",1.0,False
-12322,2024-08-16 11:15:24,15220083110,0,Speak to Agent,3,billing,340,1.9,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-12323,2024-08-16 11:15:38,15678863714,0,Speak to Agent,6,general,335,8.7,Complaint about service,transferred,"Information provided, no action needed",3.0,False
-12324,2024-08-16 11:16:02,12849163651,0,Speak to Agent,8,billing,155,6.3,Complaint about service,resolved,"Information provided, no action needed",4.0,False
-12325,2024-08-16 11:17:27,16561311854,1,Claims,7,claims,171,3.8,Remove vehicle from policy,resolved,Escalated to claims adjuster,4.0,True
-12326,2024-08-16 11:17:55,14856567442,0,Speak to Agent,7,claims,412,5.5,Complaint about service,follow_up_needed,Policy updated per customer request,1.0,False
-12327,2024-08-16 11:18:12,12439487360,0,Speak to Agent,5,general,352,9.5,Complaint about service,abandoned,Customer requested manager,2.0,False
-12328,2024-08-16 11:19:03,12008619740,0,Speak to Agent,8,billing,242,4.8,Complaint about service,transferred,Escalated to claims adjuster,2.0,False
-12329,2024-08-16 11:19:32,17673087897,0,Speak to Agent,3,billing,177,8.7,Complaint about service,resolved,Transferred to supervisor,2.0,False
-12330,2024-08-16 11:21:35,13851956192,0,Speak to Agent,8,billing,359,8.3,Complaint about service,transferred,Customer requested manager,1.0,False
-12331,2024-08-16 11:22:13,14334535553,0,Speak to Agent,8,billing,113,8.1,Complaint about service,follow_up_needed,Resolved on first call,1.0,False
-12332,2024-08-16 11:25:14,16033288873,0,Speak to Agent,4,billing,222,6.1,Complaint about service,follow_up_needed,Customer disconnected before resolution,3.0,False
-12333,2024-08-16 11:25:14,13995243859,0,Speak to Agent,1,claims,165,8.5,Complaint about service,follow_up_needed,Policy updated per customer request,1.0,False
-12334,2024-08-16 11:27:55,12770396051,0,Speak to Agent,6,general,233,8.0,Complaint about service,resolved,"Information provided, no action needed",1.0,False
-12335,2024-08-16 11:28:28,19767897495,0,Speak to Agent,3,billing,265,7.6,Complaint about service,resolved,"Claim filed, reference number provided",1.0,False
-12336,2024-08-16 11:28:49,14071533309,0,Speak to Agent,4,billing,387,11.7,Complaint about service,transferred,Transferred to supervisor,3.0,False
-12337,2024-08-16 11:29:08,18813173015,0,Speak to Agent,6,general,368,14.5,Complaint about service,follow_up_needed,"Claim filed, reference number provided",2.0,False
-12338,2024-08-16 11:29:08,16259996166,0,Speak to Agent,4,billing,281,15.0,Complaint about service,resolved,Resolved on first call,3.0,False
-12339,2024-08-16 11:30:40,18151354628,0,Speak to Agent,1,claims,201,7.5,Complaint about service,resolved,Transferred to supervisor,2.0,False
-12340,2024-08-16 11:32:27,19352619304,0,Speak to Agent,7,claims,366,-0.5,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-12341,2024-08-16 11:34:12,12908789322,0,Speak to Agent,3,billing,219,5.3,Complaint about service,transferred,"Information provided, no action needed",3.0,False
-12342,2024-08-16 11:35:38,18742813531,0,Speak to Agent,5,general,317,6.7,Complaint about service,transferred,Payment processed successfully,2.0,False
-12343,2024-08-16 11:40:57,12360687848,0,Speak to Agent,5,general,476,5.8,Complaint about service,follow_up_needed,"Claim filed, reference number provided",1.0,False
-12344,2024-08-16 11:42:23,17970829204,0,Speak to Agent,8,billing,315,8.3,Complaint about service,follow_up_needed,"Information provided, no action needed",4.0,False
-12345,2024-08-16 11:42:31,15076030288,0,Speak to Agent,4,billing,313,8.7,Complaint about service,resolved,Resolved on first call,2.0,False
-12346,2024-08-16 11:43:12,16233505171,0,Speak to Agent,5,general,188,7.7,Complaint about service,follow_up_needed,Transferred to supervisor,3.0,False
-12347,2024-08-16 11:43:25,16752202106,0,Speak to Agent,5,general,298,10.9,Complaint about service,resolved,"Claim filed, reference number provided",1.0,False
-12348,2024-08-16 11:45:13,12261070941,0,Speak to Agent,3,billing,291,6.0,Complaint about service,resolved,Transferred to supervisor,3.0,False
-12349,2024-08-16 11:46:32,15373998006,0,Speak to Agent,3,billing,381,8.5,Complaint about service,transferred,Customer requested manager,3.0,False
-12350,2024-08-16 11:46:33,13527808929,0,Speak to Agent,3,billing,162,5.1,Complaint about service,resolved,Payment processed successfully,4.0,False
-12351,2024-08-16 11:47:30,17929174130,4,New Quote,5,general,182,2.9,Dispute claim denial,resolved,"Information provided, no action needed",3.0,True
-12352,2024-08-16 11:50:12,12164230207,0,Speak to Agent,8,billing,463,6.6,Complaint about service,resolved,Customer disconnected before resolution,2.0,False
-12353,2024-08-16 11:51:43,12017176265,0,Speak to Agent,3,billing,259,7.8,Complaint about service,transferred,Callback scheduled for tomorrow,2.0,False
-12354,2024-08-16 11:52:10,13277776956,0,Speak to Agent,3,billing,261,6.2,Complaint about service,resolved,Transferred to supervisor,4.0,False
-12355,2024-08-16 11:53:33,12601287730,0,Speak to Agent,2,claims,370,5.4,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,False
-12356,2024-08-16 11:54:20,15603784427,0,Speak to Agent,2,claims,304,9.0,Complaint about service,follow_up_needed,Customer requested manager,3.0,False
-12357,2024-08-16 11:57:03,19287155570,0,Speak to Agent,7,claims,352,4.9,Complaint about service,follow_up_needed,"Information provided, no action needed",3.0,False
-12358,2024-08-16 11:57:24,12790210153,0,Speak to Agent,8,billing,399,10.0,Complaint about service,abandoned,Resolved on first call,3.0,False
-12359,2024-08-16 11:57:26,17661596663,0,Speak to Agent,8,billing,377,9.7,Complaint about service,abandoned,Escalated to claims adjuster,2.0,False
-12360,2024-08-16 11:59:20,17046772086,0,Speak to Agent,3,billing,167,3.4,Complaint about service,resolved,Escalated to claims adjuster,1.0,False
-12361,2024-08-16 12:01:41,13066517297,0,Speak to Agent,2,claims,414,9.6,Complaint about service,resolved,Resolved on first call,1.0,False
-12362,2024-08-16 12:03:12,17095382384,0,Speak to Agent,3,billing,380,10.4,Complaint about service,abandoned,"Claim filed, reference number provided",3.0,False
-12363,2024-08-16 12:03:59,15740252291,0,Speak to Agent,4,billing,250,4.6,Complaint about service,resolved,"Information provided, no action needed",2.0,False
-12364,2024-08-16 12:04:09,17390943671,0,Speak to Agent,3,billing,341,9.2,Complaint about service,resolved,Escalated to claims adjuster,1.0,False
-12365,2024-08-16 12:11:32,16045376196,0,Speak to Agent,1,claims,233,8.0,Complaint about service,follow_up_needed,Customer disconnected before resolution,4.0,False
-12366,2024-08-16 12:14:25,16499402107,0,Speak to Agent,6,general,278,4.0,Complaint about service,resolved,Payment processed successfully,3.0,False
-12367,2024-08-16 12:15:38,13914314415,0,Speak to Agent,2,claims,116,3.1,Complaint about service,resolved,Customer requested manager,3.0,False
-12368,2024-08-16 12:16:18,16593477938,0,Speak to Agent,7,claims,396,14.6,Complaint about service,resolved,Resolved on first call,1.0,False
-12369,2024-08-16 12:23:24,15209491512,0,Speak to Agent,1,claims,268,9.9,Complaint about service,abandoned,Resolved on first call,2.0,False
-12370,2024-08-16 12:24:57,16135032603,0,Speak to Agent,7,claims,291,10.1,Complaint about service,resolved,Customer disconnected before resolution,2.0,False
-12371,2024-08-16 12:28:55,12640227605,0,Speak to Agent,2,claims,343,8.9,Complaint about service,follow_up_needed,Payment processed successfully,2.0,False
-12372,2024-08-16 12:34:37,17644928454,0,Speak to Agent,3,billing,329,7.5,Complaint about service,resolved,Payment processed successfully,1.0,False
-12373,2024-08-16 12:35:54,13699673579,0,Speak to Agent,1,claims,178,9.0,Complaint about service,abandoned,Escalated to claims adjuster,3.0,False
-12374,2024-08-16 12:36:43,17036895794,0,Speak to Agent,6,general,294,6.2,Complaint about service,resolved,"Claim filed, reference number provided",4.0,False
-12375,2024-08-16 12:39:40,19033288232,3,Policy Changes,5,general,113,2.0,Change coverage level,resolved,Escalated to claims adjuster,5.0,True
-12376,2024-08-16 12:40:55,15279446797,0,Speak to Agent,8,billing,388,11.1,Complaint about service,follow_up_needed,Customer disconnected before resolution,2.0,False
-12377,2024-08-16 12:42:09,12164820276,0,Speak to Agent,4,billing,369,9.5,Complaint about service,abandoned,"Claim filed, reference number provided",3.0,False
-12378,2024-08-16 12:42:25,15460617335,0,Speak to Agent,4,billing,524,8.5,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-12379,2024-08-16 12:42:41,17154259625,0,Speak to Agent,6,general,86,5.0,Complaint about service,resolved,Customer requested manager,1.0,False
-12380,2024-08-16 12:44:20,19746873421,0,Speak to Agent,7,claims,327,8.6,Complaint about service,resolved,Policy updated per customer request,3.0,False
-12381,2024-08-16 12:44:50,16545180579,0,Speak to Agent,1,claims,294,7.9,Complaint about service,abandoned,Customer disconnected before resolution,2.0,False
-12382,2024-08-16 12:45:05,13549371002,0,Speak to Agent,8,billing,432,2.5,Complaint about service,follow_up_needed,Resolved on first call,3.0,False
-12383,2024-08-16 12:46:31,16448336565,0,Speak to Agent,8,billing,381,2.8,Complaint about service,follow_up_needed,"Information provided, no action needed",3.0,False
-12384,2024-08-16 12:47:10,15559286651,0,Speak to Agent,1,claims,375,10.8,Complaint about service,follow_up_needed,Escalated to claims adjuster,1.0,False
-12385,2024-08-16 12:51:35,12174082876,0,Speak to Agent,5,general,306,3.1,Complaint about service,resolved,Callback scheduled for tomorrow,2.0,False
-12386,2024-08-16 12:52:32,15185975420,0,Speak to Agent,4,billing,148,6.2,Complaint about service,follow_up_needed,"Claim filed, reference number provided",1.0,False
-12387,2024-08-16 12:52:40,18293011458,0,Speak to Agent,2,claims,383,5.9,Complaint about service,follow_up_needed,"Information provided, no action needed",1.0,False
-12388,2024-08-16 12:53:12,15218896673,0,Speak to Agent,8,billing,344,4.5,Complaint about service,transferred,Callback scheduled for tomorrow,2.0,False
-12389,2024-08-16 12:55:34,14683332755,0,Speak to Agent,6,general,279,2.5,Complaint about service,transferred,Payment processed successfully,2.0,False
-12390,2024-08-16 12:58:29,12969246096,0,Speak to Agent,8,billing,99,5.9,Complaint about service,resolved,Transferred to supervisor,3.0,False
-12391,2024-08-16 12:59:05,19092090597,0,Speak to Agent,6,general,187,8.6,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-12392,2024-08-16 13:00:29,13940204893,0,Speak to Agent,4,billing,293,9.1,Complaint about service,follow_up_needed,Payment processed successfully,2.0,False
-12393,2024-08-16 13:02:38,18333654981,0,Speak to Agent,7,claims,388,10.4,Complaint about service,follow_up_needed,Resolved on first call,1.0,False
-12394,2024-08-16 13:04:52,14191157821,0,Speak to Agent,3,billing,268,12.2,Complaint about service,resolved,Resolved on first call,1.0,False
-12395,2024-08-16 13:04:57,16842832854,0,Speak to Agent,7,claims,320,9.1,Complaint about service,follow_up_needed,Customer requested manager,3.0,False
-12396,2024-08-16 13:07:14,16288854838,0,Speak to Agent,1,claims,209,9.0,Complaint about service,follow_up_needed,Policy updated per customer request,3.0,False
-12397,2024-08-16 13:08:57,13157626943,0,Speak to Agent,3,billing,339,10.9,Complaint about service,resolved,Transferred to supervisor,2.0,False
-12398,2024-08-16 13:09:57,14850748023,0,Speak to Agent,2,claims,298,5.7,Complaint about service,follow_up_needed,Customer requested manager,2.0,False
-12399,2024-08-16 13:10:53,13675688629,0,Speak to Agent,1,claims,16,-0.5,Complaint about service,transferred,"Claim filed, reference number provided",2.0,False
-12400,2024-08-16 13:13:01,19227283158,0,Speak to Agent,3,billing,330,2.7,Complaint about service,resolved,Policy updated per customer request,2.0,False
-12401,2024-08-16 13:14:51,16835713305,0,Speak to Agent,6,general,253,7.7,Complaint about service,transferred,"Claim filed, reference number provided",1.0,False
-12402,2024-08-16 13:15:22,17088870510,0,Speak to Agent,2,claims,334,6.1,Complaint about service,resolved,Customer requested manager,1.0,False
-12403,2024-08-16 13:16:08,18574963702,0,Speak to Agent,5,general,178,5.5,Ask about deductible,resolved,Transferred to supervisor,3.0,True
-12404,2024-08-16 13:17:48,19824246654,0,Speak to Agent,1,claims,374,4.0,Complaint about service,follow_up_needed,Policy updated per customer request,1.0,False
-12405,2024-08-16 13:28:56,15825269391,0,Speak to Agent,3,billing,228,7.0,Complaint about service,follow_up_needed,Resolved on first call,2.0,False
-12406,2024-08-16 13:31:02,19076415641,0,Speak to Agent,3,billing,374,6.4,Complaint about service,abandoned,"Information provided, no action needed",3.0,False
-12407,2024-08-16 13:31:03,19925482275,0,Speak to Agent,4,billing,447,5.6,Complaint about service,transferred,Escalated to claims adjuster,3.0,False
-12408,2024-08-16 13:33:15,17689910362,0,Speak to Agent,8,billing,204,7.5,Complaint about service,follow_up_needed,Resolved on first call,1.0,False
-12409,2024-08-16 13:33:20,15062670765,0,Speak to Agent,3,billing,168,6.5,Complaint about service,resolved,Escalated to claims adjuster,3.0,False
-12410,2024-08-16 13:34:37,18357533463,0,Speak to Agent,8,billing,436,6.3,Complaint about service,transferred,Payment processed successfully,2.0,False
-12411,2024-08-16 13:35:36,12171573859,0,Speak to Agent,6,general,249,4.4,Complaint about service,follow_up_needed,Customer requested manager,4.0,False
-12412,2024-08-16 13:41:29,19533744540,0,Speak to Agent,5,general,483,14.4,Complaint about service,abandoned,Transferred to supervisor,2.0,False
-12413,2024-08-16 13:42:29,17193773068,0,Speak to Agent,3,billing,258,8.1,Complaint about service,resolved,Customer requested manager,3.0,False
-12414,2024-08-16 13:44:01,17529034142,0,Speak to Agent,5,general,211,10.9,Complaint about service,resolved,Resolved on first call,3.0,False
-12415,2024-08-16 13:44:41,16428350776,0,Speak to Agent,5,general,263,8.4,Complaint about service,resolved,Customer disconnected before resolution,3.0,False
-12416,2024-08-16 13:46:54,18528716132,2,Billing & Payments,8,billing,34,8.2,Remove vehicle from policy,follow_up_needed,Transferred to supervisor,3.0,False
-12417,2024-08-16 13:48:57,15386552437,0,Speak to Agent,7,claims,312,7.6,Complaint about service,resolved,Policy updated per customer request,1.0,False
-12418,2024-08-16 13:50:04,17872808901,0,Speak to Agent,3,billing,242,6.6,Complaint about service,resolved,Policy updated per customer request,2.0,False
-12419,2024-08-16 13:50:56,16022574873,0,Speak to Agent,5,general,226,9.4,Complaint about service,resolved,Customer disconnected before resolution,1.0,False
-12420,2024-08-16 13:50:58,12875142670,1,Claims,2,claims,186,5.5,Complaint about service,follow_up_needed,Escalated to claims adjuster,4.0,False
-12421,2024-08-16 13:53:40,14244309507,0,Speak to Agent,4,billing,369,13.5,Complaint about service,resolved,Customer disconnected before resolution,3.0,False
-12422,2024-08-16 13:55:17,16075275448,0,Speak to Agent,4,billing,375,8.7,Complaint about service,resolved,Policy updated per customer request,1.0,False
-12423,2024-08-16 13:55:21,12181634710,0,Speak to Agent,8,billing,77,3.5,Complaint about service,resolved,"Information provided, no action needed",2.0,False
-12424,2024-08-16 13:58:50,19544019234,0,Speak to Agent,3,billing,446,13.9,Complaint about service,resolved,"Information provided, no action needed",3.0,False
-12425,2024-08-16 14:00:04,13665566249,0,Speak to Agent,6,general,386,9.5,Complaint about service,resolved,"Information provided, no action needed",4.0,False
-12426,2024-08-16 14:01:34,16092260024,1,Claims,7,claims,172,0.0,Payment not processed,abandoned,Customer abandoned,,False
-12427,2024-08-16 14:01:42,17456165285,0,Speak to Agent,1,claims,170,2.7,Complaint about service,follow_up_needed,Policy updated per customer request,2.0,False
-12428,2024-08-16 14:05:01,18546456028,4,New Quote,6,general,207,7.6,Claim status inquiry,resolved,Policy updated per customer request,3.0,True
-12429,2024-08-16 14:06:40,17508184015,0,Speak to Agent,1,claims,255,4.2,Complaint about service,transferred,"Claim filed, reference number provided",4.0,False
-12430,2024-08-16 14:08:38,15711817151,0,Speak to Agent,3,billing,358,8.1,Complaint about service,transferred,Callback scheduled for tomorrow,3.0,False
-12431,2024-08-16 14:10:55,14354593222,0,Speak to Agent,1,claims,295,5.6,Complaint about service,resolved,Policy updated per customer request,3.0,False
-12432,2024-08-16 14:11:48,13531122032,0,Speak to Agent,7,claims,279,5.7,Complaint about service,follow_up_needed,"Claim filed, reference number provided",2.0,False
-12433,2024-08-16 14:14:51,16644035661,0,Speak to Agent,2,claims,357,2.7,Complaint about service,transferred,Escalated to claims adjuster,2.0,False
-12434,2024-08-16 14:15:14,15718078492,0,Speak to Agent,5,general,339,4.4,Complaint about service,follow_up_needed,Customer requested manager,1.0,False
-12435,2024-08-16 14:17:27,14158001581,0,Speak to Agent,6,general,424,9.7,Complaint about service,follow_up_needed,Customer requested manager,2.0,False
-12436,2024-08-16 14:20:10,14299294634,0,Speak to Agent,4,billing,259,10.9,Complaint about service,resolved,Escalated to claims adjuster,3.0,False
-12437,2024-08-16 14:26:25,18144009651,0,Speak to Agent,3,billing,381,7.2,Complaint about service,transferred,Escalated to claims adjuster,2.0,False
-12438,2024-08-16 14:28:25,16721857825,0,Speak to Agent,2,claims,475,6.0,Complaint about service,resolved,Customer requested manager,1.0,False
-12439,2024-08-16 14:28:47,12689783462,0,Speak to Agent,1,claims,322,3.9,Complaint about service,transferred,Customer requested manager,3.0,False
-12440,2024-08-16 14:29:25,14413901381,0,Speak to Agent,1,claims,263,8.1,Complaint about service,abandoned,Transferred to supervisor,3.0,False
-12441,2024-08-16 14:29:31,19778416508,0,Speak to Agent,4,billing,361,10.1,Complaint about service,resolved,Payment processed successfully,2.0,False
-12442,2024-08-16 14:29:33,12356630503,0,Speak to Agent,5,general,185,4.3,Complaint about service,resolved,Transferred to supervisor,3.0,False
-12443,2024-08-16 14:29:59,12926510141,0,Speak to Agent,8,billing,446,13.8,Complaint about service,follow_up_needed,Transferred to supervisor,2.0,False
-12444,2024-08-16 14:30:53,17166769440,0,Speak to Agent,8,billing,208,6.8,Complaint about service,transferred,Customer requested manager,2.0,False
-12445,2024-08-16 14:33:07,14992791156,0,Speak to Agent,2,claims,462,5.5,Complaint about service,follow_up_needed,Transferred to supervisor,4.0,False
-12446,2024-08-16 14:33:47,12414691107,0,Speak to Agent,8,billing,254,10.5,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-12447,2024-08-16 14:34:01,19696226669,0,Speak to Agent,7,claims,184,14.0,Complaint about service,resolved,Escalated to claims adjuster,2.0,False
-12448,2024-08-16 14:34:06,12177183328,0,Speak to Agent,3,billing,256,6.0,Complaint about service,resolved,Escalated to claims adjuster,1.0,False
-12449,2024-08-16 14:34:19,16603024270,0,Speak to Agent,5,general,104,8.9,Complaint about service,follow_up_needed,"Information provided, no action needed",2.0,False
-12450,2024-08-16 14:35:56,15661959730,0,Speak to Agent,2,claims,344,7.9,Complaint about service,resolved,Customer disconnected before resolution,4.0,False
-12451,2024-08-16 14:36:28,19034595672,0,Speak to Agent,4,billing,301,10.8,Complaint about service,abandoned,Callback scheduled for tomorrow,2.0,False
-12452,2024-08-16 14:37:15,15067527049,0,Speak to Agent,6,general,78,5.3,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-12453,2024-08-16 14:37:16,16993903998,0,Speak to Agent,7,claims,286,2.2,Complaint about service,follow_up_needed,Customer disconnected before resolution,2.0,False
-12454,2024-08-16 14:38:00,13114353614,0,Speak to Agent,1,claims,294,14.1,Complaint about service,follow_up_needed,"Information provided, no action needed",3.0,False
-12455,2024-08-16 14:38:49,13556386283,0,Speak to Agent,3,billing,329,1.9,Complaint about service,transferred,Callback scheduled for tomorrow,1.0,False
-12456,2024-08-16 14:39:16,14793346200,0,Speak to Agent,1,claims,305,6.6,Complaint about service,follow_up_needed,Payment processed successfully,1.0,False
-12457,2024-08-16 14:39:38,18310728146,0,Speak to Agent,1,claims,347,14.6,Complaint about service,resolved,Customer requested manager,2.0,False
-12458,2024-08-16 14:39:45,16825263760,0,Speak to Agent,1,claims,236,5.9,Complaint about service,resolved,Callback scheduled for tomorrow,2.0,False
-12459,2024-08-16 14:40:20,13075730745,0,Speak to Agent,3,billing,358,5.4,Complaint about service,transferred,Resolved on first call,2.0,False
-12460,2024-08-16 14:40:20,13446820055,0,Speak to Agent,4,billing,133,1.6,Complaint about service,follow_up_needed,Payment processed successfully,2.0,False
-12461,2024-08-16 14:41:36,15111954740,0,Speak to Agent,3,billing,283,6.6,Complaint about service,follow_up_needed,Policy updated per customer request,1.0,False
-12462,2024-08-16 14:42:02,14467239273,0,Speak to Agent,6,general,216,11.6,Complaint about service,abandoned,Resolved on first call,2.0,False
-12463,2024-08-16 14:42:19,14164580226,0,Speak to Agent,1,claims,418,10.2,Complaint about service,resolved,Escalated to claims adjuster,2.0,False
-12464,2024-08-16 14:45:37,15052099850,0,Speak to Agent,6,general,293,12.3,Complaint about service,follow_up_needed,Escalated to claims adjuster,4.0,False
-12465,2024-08-16 14:47:47,14781354466,4,New Quote,5,general,110,6.7,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-12466,2024-08-16 14:49:10,19659548522,0,Speak to Agent,3,billing,405,4.9,Complaint about service,follow_up_needed,Resolved on first call,2.0,False
-12467,2024-08-16 14:49:37,13756565855,0,Speak to Agent,7,claims,365,5.8,Complaint about service,abandoned,Transferred to supervisor,2.0,False
-12468,2024-08-16 14:49:40,15844959466,0,Speak to Agent,1,claims,476,4.1,Complaint about service,transferred,Policy updated per customer request,2.0,False
-12469,2024-08-16 14:51:46,16428900062,0,Speak to Agent,6,general,14,10.5,Complaint about service,abandoned,Customer requested manager,2.0,False
-12470,2024-08-16 14:52:59,13825919019,3,Policy Changes,6,general,107,11.8,General coverage question,resolved,Escalated to claims adjuster,3.0,True
-12471,2024-08-16 14:53:00,13608563747,0,Speak to Agent,3,billing,72,9.4,Complaint about service,resolved,"Information provided, no action needed",4.0,False
-12472,2024-08-16 14:54:59,16156317588,0,Speak to Agent,7,claims,272,5.0,Complaint about service,follow_up_needed,Policy updated per customer request,2.0,False
-12473,2024-08-16 14:56:34,13696905202,0,Speak to Agent,5,general,425,7.7,Complaint about service,abandoned,Callback scheduled for tomorrow,2.0,False
-12474,2024-08-16 14:56:41,13847723902,0,Speak to Agent,8,billing,223,9.7,Complaint about service,resolved,Resolved on first call,2.0,False
-12475,2024-08-16 14:56:44,13992980791,0,Speak to Agent,3,billing,279,8.3,Complaint about service,resolved,Policy updated per customer request,4.0,False
-12476,2024-08-16 14:58:37,16366503461,0,Speak to Agent,1,claims,409,10.1,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-12477,2024-08-16 14:58:43,19890802604,0,Speak to Agent,3,billing,158,10.6,Complaint about service,transferred,Resolved on first call,1.0,False
-12478,2024-08-16 15:00:53,13581778091,0,Speak to Agent,5,general,303,14.4,Complaint about service,abandoned,"Claim filed, reference number provided",2.0,False
-12479,2024-08-16 15:03:13,13715631988,0,Speak to Agent,6,general,324,6.7,Complaint about service,transferred,Customer requested manager,2.0,False
-12480,2024-08-16 15:05:30,17445752009,0,Speak to Agent,6,general,304,9.8,Complaint about service,resolved,Callback scheduled for tomorrow,1.0,False
-12481,2024-08-16 15:08:57,16432197713,0,Speak to Agent,6,general,240,14.1,Complaint about service,resolved,Payment processed successfully,1.0,False
-12482,2024-08-16 15:09:30,17887069674,0,Speak to Agent,6,general,269,9.6,Complaint about service,follow_up_needed,Resolved on first call,3.0,False
-12483,2024-08-16 15:09:57,17761176086,0,Speak to Agent,3,billing,242,4.5,Complaint about service,follow_up_needed,Transferred to supervisor,1.0,False
-12484,2024-08-16 15:12:23,17408146350,0,Speak to Agent,5,general,329,8.4,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-12485,2024-08-16 15:13:35,14970596452,0,Speak to Agent,7,claims,97,8.4,Complaint about service,follow_up_needed,Customer disconnected before resolution,5.0,False
-12486,2024-08-16 15:17:06,13030339450,0,Speak to Agent,8,billing,326,12.7,Complaint about service,abandoned,Payment processed successfully,1.0,False
-12487,2024-08-16 15:17:13,14550502483,0,Speak to Agent,7,claims,315,13.2,Complaint about service,follow_up_needed,Escalated to claims adjuster,4.0,False
-12488,2024-08-16 15:18:33,17453485550,0,Speak to Agent,2,claims,494,7.8,Complaint about service,resolved,"Information provided, no action needed",3.0,False
-12489,2024-08-16 15:19:04,19978049238,0,Speak to Agent,8,billing,210,12.6,Complaint about service,transferred,Resolved on first call,2.0,False
-12490,2024-08-16 15:19:45,13468172516,0,Speak to Agent,3,billing,404,7.0,Complaint about service,resolved,"Information provided, no action needed",1.0,False
-12491,2024-08-16 15:20:29,13218753012,0,Speak to Agent,3,billing,235,7.4,Complaint about service,follow_up_needed,Payment processed successfully,3.0,False
-12492,2024-08-16 15:22:14,19305842915,0,Speak to Agent,1,claims,466,1.6,Complaint about service,abandoned,Callback scheduled for tomorrow,1.0,False
-12493,2024-08-16 15:23:07,15942066431,0,Speak to Agent,7,claims,124,12.0,Complaint about service,follow_up_needed,Policy updated per customer request,2.0,False
-12494,2024-08-16 15:24:40,17330679939,0,Speak to Agent,2,claims,162,14.5,Complaint about service,abandoned,Customer disconnected before resolution,3.0,False
-12495,2024-08-16 15:26:38,18641725158,0,Speak to Agent,3,billing,515,13.9,Complaint about service,resolved,Customer disconnected before resolution,1.0,False
-12496,2024-08-16 15:26:56,14133617295,0,Speak to Agent,4,billing,213,11.1,Complaint about service,follow_up_needed,Escalated to claims adjuster,2.0,False
-12497,2024-08-16 15:30:32,12406760944,0,Speak to Agent,4,billing,336,4.0,Complaint about service,follow_up_needed,Customer disconnected before resolution,3.0,False
-12498,2024-08-16 15:35:04,13898940943,0,Speak to Agent,3,billing,3,7.6,Complaint about service,resolved,Policy updated per customer request,1.0,False
-12499,2024-08-16 15:35:36,17751622057,0,Speak to Agent,4,billing,663,12.6,Complaint about service,follow_up_needed,"Information provided, no action needed",1.0,False
-12500,2024-08-16 15:36:18,12591300117,0,Speak to Agent,3,billing,227,6.8,Complaint about service,follow_up_needed,Customer disconnected before resolution,2.0,False
-12501,2024-08-16 15:38:19,16769860240,0,Speak to Agent,6,general,387,7.7,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-12502,2024-08-16 15:40:30,17994797700,0,Speak to Agent,1,claims,368,8.8,Complaint about service,resolved,Callback scheduled for tomorrow,2.0,False
-12503,2024-08-16 15:40:32,13903463241,0,Speak to Agent,3,billing,365,7.2,Complaint about service,transferred,Escalated to claims adjuster,1.0,False
-12504,2024-08-16 15:41:02,18995410277,4,New Quote,6,general,72,12.6,Change coverage level,resolved,Transferred to supervisor,5.0,True
-12505,2024-08-16 15:46:17,14845116866,0,Speak to Agent,6,general,249,10.0,Complaint about service,transferred,Policy updated per customer request,1.0,False
-12506,2024-08-16 15:46:32,17679782227,0,Speak to Agent,4,billing,40,7.5,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,False
-12507,2024-08-16 15:47:11,13509734741,0,Speak to Agent,2,claims,326,10.7,Complaint about service,follow_up_needed,Customer requested manager,2.0,False
-12508,2024-08-16 15:47:56,18587196282,0,Speak to Agent,5,general,178,5.9,Complaint about service,abandoned,Policy updated per customer request,1.0,False
-12509,2024-08-16 15:48:12,18216338557,0,Speak to Agent,2,claims,238,7.0,Complaint about service,transferred,Customer disconnected before resolution,3.0,False
-12510,2024-08-16 15:50:05,15980589751,0,Speak to Agent,5,general,258,3.8,Complaint about service,follow_up_needed,Resolved on first call,1.0,False
-12511,2024-08-16 15:53:18,17521953769,4,New Quote,6,general,81,6.0,Report accident,follow_up_needed,Escalated to claims adjuster,3.0,False
-12512,2024-08-16 15:54:26,17657757873,0,Speak to Agent,1,claims,186,7.7,Complaint about service,resolved,Transferred to supervisor,3.0,False
-12513,2024-08-16 15:57:30,16159460363,0,Speak to Agent,4,billing,442,12.3,Complaint about service,transferred,Callback scheduled for tomorrow,2.0,False
-12514,2024-08-16 16:00:01,12383665082,0,Speak to Agent,1,claims,266,8.9,Complaint about service,abandoned,Payment processed successfully,1.0,False
-12515,2024-08-16 16:00:38,14704069233,0,Speak to Agent,7,claims,273,5.2,Complaint about service,follow_up_needed,Resolved on first call,2.0,False
-12516,2024-08-16 16:01:19,12081117243,0,Speak to Agent,5,general,314,9.1,Complaint about service,resolved,Transferred to supervisor,1.0,False
-12517,2024-08-16 16:07:14,15016808405,0,Speak to Agent,5,general,382,8.3,Complaint about service,transferred,Payment processed successfully,3.0,False
-12518,2024-08-16 16:08:46,18585174416,0,Speak to Agent,3,billing,217,5.1,Complaint about service,resolved,"Information provided, no action needed",3.0,False
-12519,2024-08-16 16:10:13,18442843842,0,Speak to Agent,3,billing,164,3.6,Complaint about service,abandoned,Escalated to claims adjuster,2.0,False
-12520,2024-08-16 16:11:29,13230130575,3,Policy Changes,6,general,98,5.9,Complaint about service,resolved,Resolved on first call,3.0,True
-12521,2024-08-16 16:11:44,16080342247,0,Speak to Agent,1,claims,334,1.0,Complaint about service,follow_up_needed,Policy updated per customer request,1.0,False
-12522,2024-08-16 16:13:26,14281225348,0,Speak to Agent,4,billing,506,8.0,Complaint about service,resolved,Callback scheduled for tomorrow,2.0,False
-12523,2024-08-16 16:14:34,12360634118,0,Speak to Agent,8,billing,270,9.1,Complaint about service,resolved,"Claim filed, reference number provided",2.0,False
-12524,2024-08-16 16:16:40,14435229666,0,Speak to Agent,3,billing,329,12.2,Complaint about service,follow_up_needed,"Information provided, no action needed",2.0,False
-12525,2024-08-16 16:17:56,16326157294,0,Speak to Agent,8,billing,390,4.9,Complaint about service,resolved,Customer disconnected before resolution,1.0,False
-12526,2024-08-16 16:18:55,12147095674,0,Speak to Agent,5,general,278,5.9,Complaint about service,follow_up_needed,"Claim filed, reference number provided",2.0,False
-12527,2024-08-16 16:19:48,12354210587,0,Speak to Agent,8,billing,402,7.7,Complaint about service,transferred,Resolved on first call,2.0,False
-12528,2024-08-16 16:19:54,13830639985,0,Speak to Agent,2,claims,272,8.0,Complaint about service,follow_up_needed,"Information provided, no action needed",2.0,False
-12529,2024-08-16 16:20:59,12345573771,0,Speak to Agent,5,general,204,9.5,Complaint about service,transferred,Customer requested manager,2.0,False
-12530,2024-08-16 16:21:04,15766072939,0,Speak to Agent,4,billing,225,4.5,Complaint about service,abandoned,Escalated to claims adjuster,2.0,False
-12531,2024-08-16 16:24:48,16303787430,0,Speak to Agent,3,billing,436,4.9,Complaint about service,follow_up_needed,Customer disconnected before resolution,2.0,False
-12532,2024-08-16 16:26:37,15034261789,0,Speak to Agent,2,claims,470,8.9,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-12533,2024-08-16 16:27:34,17738982539,0,Speak to Agent,5,general,288,10.3,Complaint about service,follow_up_needed,Resolved on first call,3.0,False
-12534,2024-08-16 16:28:41,13956695024,0,Speak to Agent,7,claims,412,9.0,Complaint about service,transferred,Customer disconnected before resolution,1.0,False
-12535,2024-08-16 16:28:48,12869673597,0,Speak to Agent,4,billing,464,10.2,Complaint about service,follow_up_needed,Transferred to supervisor,1.0,False
-12536,2024-08-16 16:30:12,17297146990,0,Speak to Agent,7,claims,161,6.2,Complaint about service,resolved,Policy updated per customer request,1.0,False
-12537,2024-08-16 16:30:42,13488198399,0,Speak to Agent,7,claims,388,13.0,Complaint about service,follow_up_needed,Transferred to supervisor,3.0,False
-12538,2024-08-16 16:31:28,18946403006,0,Speak to Agent,8,billing,133,6.6,Complaint about service,follow_up_needed,Escalated to claims adjuster,3.0,False
-12539,2024-08-16 16:31:47,13526111607,0,Speak to Agent,2,claims,380,6.9,Complaint about service,resolved,Escalated to claims adjuster,1.0,False
-12540,2024-08-16 16:31:59,16144566186,0,Speak to Agent,2,claims,260,5.2,Complaint about service,abandoned,Escalated to claims adjuster,1.0,False
-12541,2024-08-16 16:36:17,15795498413,0,Speak to Agent,2,claims,225,7.3,Complaint about service,follow_up_needed,Policy updated per customer request,2.0,False
-12542,2024-08-16 16:37:24,18804217452,0,Speak to Agent,8,billing,598,3.9,Complaint about service,follow_up_needed,Customer requested manager,3.0,False
-12543,2024-08-16 16:37:33,17589039200,0,Speak to Agent,6,general,385,2.1,Complaint about service,resolved,Policy updated per customer request,2.0,False
-12544,2024-08-16 16:38:12,14201344031,0,Speak to Agent,6,general,332,17.5,Complaint about service,transferred,Callback scheduled for tomorrow,2.0,False
-12545,2024-08-16 16:39:11,17803712284,0,Speak to Agent,3,billing,293,7.7,Complaint about service,follow_up_needed,Policy updated per customer request,1.0,False
-12546,2024-08-16 16:40:13,17949065499,0,Speak to Agent,6,general,149,10.9,Complaint about service,abandoned,Callback scheduled for tomorrow,1.0,False
-12547,2024-08-16 16:42:57,19926798834,0,Speak to Agent,7,claims,384,9.8,Complaint about service,follow_up_needed,Payment processed successfully,2.0,False
-12548,2024-08-16 16:43:29,13776472671,3,Policy Changes,5,general,81,5.0,Report accident,follow_up_needed,Customer disconnected before resolution,3.0,False
-12549,2024-08-16 16:43:30,15570881035,0,Speak to Agent,2,claims,244,10.5,Complaint about service,follow_up_needed,Transferred to supervisor,1.0,False
-12550,2024-08-16 16:45:14,17552528164,0,Speak to Agent,3,billing,5,5.0,Complaint about service,transferred,Resolved on first call,3.0,False
-12551,2024-08-16 16:47:56,16301853955,0,Speak to Agent,4,billing,320,7.1,Complaint about service,resolved,Resolved on first call,4.0,False
-12552,2024-08-16 16:48:54,12055514408,0,Speak to Agent,3,billing,163,6.5,Complaint about service,transferred,"Information provided, no action needed",1.0,False
-12553,2024-08-16 16:49:51,15795934069,0,Speak to Agent,5,general,244,7.5,Complaint about service,resolved,Resolved on first call,1.0,False
-12554,2024-08-16 16:51:26,16045999072,3,Policy Changes,6,general,50,6.0,Ask about discounts,resolved,Payment processed successfully,5.0,True
-12555,2024-08-16 16:51:49,14734025925,0,Speak to Agent,6,general,175,9.2,Report accident,resolved,Customer requested manager,5.0,True
-12556,2024-08-16 16:53:46,14218527888,0,Speak to Agent,4,billing,228,11.2,Complaint about service,abandoned,Escalated to claims adjuster,1.0,False
-12557,2024-08-16 16:54:58,14973566214,0,Speak to Agent,6,general,38,10.5,Update address,resolved,"Claim filed, reference number provided",3.0,True
-12558,2024-08-16 16:55:03,12734649146,0,Speak to Agent,3,billing,541,11.6,Complaint about service,abandoned,Payment processed successfully,2.0,False
-12559,2024-08-16 16:55:05,16623405207,2,Billing & Payments,3,billing,33,6.2,Request ID cards,resolved,Transferred to supervisor,5.0,True
-12560,2024-08-16 16:56:06,18218584805,0,Speak to Agent,4,billing,-34,5.7,Complaint about service,resolved,Transferred to supervisor,1.0,False
-12561,2024-08-16 16:57:13,19845230540,0,Speak to Agent,8,billing,248,5.5,Complaint about service,transferred,Transferred to supervisor,1.0,False
-12562,2024-08-16 16:57:16,16995467314,0,Speak to Agent,3,billing,360,7.2,Complaint about service,abandoned,Callback scheduled for tomorrow,2.0,False
-12563,2024-08-16 16:58:47,13622910446,0,Speak to Agent,3,billing,302,5.8,Complaint about service,follow_up_needed,Escalated to claims adjuster,4.0,False
-12564,2024-08-16 16:59:30,15876860812,0,Speak to Agent,8,billing,336,2.3,Complaint about service,resolved,Payment processed successfully,1.0,False
-12565,2024-08-16 17:01:59,18335554614,0,Speak to Agent,8,billing,228,11.2,Complaint about service,follow_up_needed,Payment processed successfully,2.0,False
-12566,2024-08-16 17:09:47,17057566040,0,Speak to Agent,3,billing,404,7.1,Complaint about service,resolved,Resolved on first call,1.0,False
-12567,2024-08-16 17:12:39,12774780489,0,Speak to Agent,5,general,319,5.9,Complaint about service,follow_up_needed,"Claim filed, reference number provided",1.0,False
-12568,2024-08-16 17:12:46,19218047910,0,Speak to Agent,3,billing,332,5.5,Complaint about service,resolved,Payment processed successfully,4.0,False
-12569,2024-08-16 17:14:09,17104736962,0,Speak to Agent,3,billing,298,13.3,Complaint about service,resolved,Policy updated per customer request,2.0,False
-12570,2024-08-16 17:17:42,17919433259,0,Speak to Agent,2,claims,359,6.3,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-12571,2024-08-16 17:19:22,12533568727,0,Speak to Agent,7,claims,319,3.5,Complaint about service,resolved,Payment processed successfully,3.0,False
-12572,2024-08-16 17:19:38,12922413940,0,Speak to Agent,8,billing,526,11.8,Complaint about service,resolved,Callback scheduled for tomorrow,1.0,False
-12573,2024-08-16 17:22:39,13294983968,0,Speak to Agent,3,billing,436,7.8,Complaint about service,resolved,Customer disconnected before resolution,1.0,False
-12574,2024-08-16 17:28:11,18908528625,0,Speak to Agent,7,claims,306,10.5,Complaint about service,resolved,Customer disconnected before resolution,3.0,False
-12575,2024-08-16 17:30:18,19888672585,0,Speak to Agent,1,claims,431,8.4,Complaint about service,transferred,Customer requested manager,3.0,False
-12576,2024-08-16 17:37:51,17617255738,0,Speak to Agent,7,claims,485,7.8,Complaint about service,abandoned,Policy updated per customer request,3.0,False
-12577,2024-08-16 17:38:45,15810797668,0,Speak to Agent,6,general,412,6.7,Complaint about service,abandoned,Policy updated per customer request,1.0,False
-12578,2024-08-16 17:40:58,12354087533,0,Speak to Agent,8,billing,205,12.4,Complaint about service,resolved,Transferred to supervisor,1.0,False
-12579,2024-08-16 17:41:38,12654210848,0,Speak to Agent,6,general,26,7.9,Ask about discounts,transferred,Customer requested manager,4.0,False
-12580,2024-08-16 17:42:55,18161303457,0,Speak to Agent,2,claims,323,6.1,Complaint about service,resolved,Callback scheduled for tomorrow,2.0,False
-12581,2024-08-16 17:43:38,14122020213,0,Speak to Agent,3,billing,464,4.9,Complaint about service,transferred,"Information provided, no action needed",4.0,False
-12582,2024-08-16 17:47:28,14290644279,1,Claims,2,claims,136,10.4,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-12583,2024-08-16 17:48:55,16030871092,0,Speak to Agent,7,claims,664,2.6,Complaint about service,follow_up_needed,"Claim filed, reference number provided",2.0,False
-12584,2024-08-16 17:50:45,15757511486,0,Speak to Agent,2,claims,101,8.1,Complaint about service,follow_up_needed,"Information provided, no action needed",2.0,False
-12585,2024-08-16 17:55:41,15729269165,0,Speak to Agent,5,general,406,9.2,Complaint about service,abandoned,Customer disconnected before resolution,1.0,False
-12586,2024-08-16 17:56:22,13323949753,0,Speak to Agent,8,billing,371,8.2,Complaint about service,transferred,Customer disconnected before resolution,2.0,False
-12587,2024-08-16 18:00:05,13385085893,0,Speak to Agent,7,claims,313,8.4,Complaint about service,abandoned,"Information provided, no action needed",1.0,False
-12588,2024-08-16 18:00:28,13013831320,0,Speak to Agent,7,claims,221,7.8,Complaint about service,resolved,Transferred to supervisor,2.0,False
-12589,2024-08-16 18:01:07,15212401585,0,Speak to Agent,8,billing,274,5.4,Complaint about service,follow_up_needed,Transferred to supervisor,1.0,False
-12590,2024-08-16 18:02:23,12438688245,0,Speak to Agent,6,general,7,8.5,Complaint about service,transferred,Callback scheduled for tomorrow,1.0,False
-12591,2024-08-16 18:03:14,17757951408,0,Speak to Agent,8,billing,325,5.1,Complaint about service,follow_up_needed,Escalated to claims adjuster,3.0,False
-12592,2024-08-16 18:03:15,19604437506,0,Speak to Agent,4,billing,155,6.2,Complaint about service,transferred,Callback scheduled for tomorrow,3.0,False
-12593,2024-08-16 18:04:34,15849194879,0,Speak to Agent,7,claims,354,11.6,Complaint about service,transferred,Resolved on first call,1.0,False
-12594,2024-08-16 18:05:56,15371053753,0,Speak to Agent,1,claims,318,6.1,Complaint about service,follow_up_needed,Customer disconnected before resolution,3.0,False
-12595,2024-08-16 18:06:43,14493053850,0,Speak to Agent,8,billing,397,7.2,Complaint about service,resolved,Payment processed successfully,2.0,False
-12596,2024-08-16 18:15:15,17554087568,0,Speak to Agent,7,claims,413,8.6,Complaint about service,resolved,Policy updated per customer request,4.0,False
-12597,2024-08-16 18:15:53,18123876262,0,Speak to Agent,1,claims,446,11.3,Complaint about service,transferred,Customer disconnected before resolution,3.0,False
-12598,2024-08-16 18:18:47,18202047062,0,Speak to Agent,3,billing,23,6.8,Complaint about service,resolved,Payment processed successfully,2.0,False
-12599,2024-08-16 18:19:14,19505074996,0,Speak to Agent,8,billing,281,6.5,Complaint about service,resolved,Callback scheduled for tomorrow,2.0,False
-12600,2024-08-16 18:19:35,18492324599,0,Speak to Agent,4,billing,265,4.6,Complaint about service,abandoned,Escalated to claims adjuster,3.0,False
-12601,2024-08-16 18:21:56,14433632437,0,Speak to Agent,4,billing,279,3.7,Complaint about service,abandoned,Transferred to supervisor,1.0,False
-12602,2024-08-16 18:26:51,13029339110,0,Speak to Agent,6,general,431,10.1,Complaint about service,follow_up_needed,"Claim filed, reference number provided",1.0,False
-12603,2024-08-16 18:31:38,12807566139,0,Speak to Agent,7,claims,390,4.8,Complaint about service,follow_up_needed,Resolved on first call,1.0,False
-12604,2024-08-16 18:34:07,18705374790,0,Speak to Agent,6,general,246,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-12605,2024-08-16 18:35:03,12142695560,0,Speak to Agent,7,claims,364,5.8,Complaint about service,abandoned,Escalated to claims adjuster,2.0,False
-12606,2024-08-16 18:38:52,16246535459,0,Speak to Agent,1,claims,238,2.9,Complaint about service,follow_up_needed,Resolved on first call,5.0,False
-12607,2024-08-16 18:45:28,17024941422,2,Billing & Payments,4,billing,234,8.6,Reinstate lapsed policy,resolved,Transferred to supervisor,3.0,True
-12608,2024-08-16 18:47:58,12610324472,0,Speak to Agent,4,billing,357,8.1,Complaint about service,resolved,Customer disconnected before resolution,3.0,False
-12609,2024-08-16 18:51:04,19566048009,0,Speak to Agent,5,general,337,5.1,Complaint about service,transferred,Policy updated per customer request,2.0,False
-12610,2024-08-16 18:53:41,17416438046,0,Speak to Agent,2,claims,325,6.8,Complaint about service,follow_up_needed,Resolved on first call,2.0,False
-12611,2024-08-16 18:58:52,15191333739,0,Speak to Agent,6,general,250,6.2,Complaint about service,resolved,Transferred to supervisor,3.0,False
-12612,2024-08-17 09:00:16,12338804412,1,Claims,7,claims,274,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-12613,2024-08-17 09:09:14,19502372858,4,New Quote,5,general,86,0.0,General coverage question,abandoned,Customer abandoned,,False
-12614,2024-08-17 09:17:51,18894603093,2,Billing & Payments,4,billing,196,6.3,Request proof of insurance,resolved,Resolved on first call,4.0,True
-12615,2024-08-17 09:27:08,14371443177,0,Speak to Agent,6,general,0,8.6,Claim status inquiry,follow_up_needed,Transferred to supervisor,3.0,False
-12616,2024-08-17 09:37:55,15078167880,1,Claims,1,claims,42,8.4,Report accident,follow_up_needed,"Claim filed, reference number provided",3.0,False
-12617,2024-08-17 09:38:43,17308135995,1,Claims,2,claims,5,8.7,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-12618,2024-08-17 09:46:21,16252037854,0,Speak to Agent,6,general,106,9.8,Inquire about premium increase,transferred,Customer disconnected before resolution,2.0,False
-12619,2024-08-17 09:49:07,15652249988,0,Speak to Agent,5,general,169,5.4,Dispute claim denial,follow_up_needed,Resolved on first call,3.0,False
-12620,2024-08-17 10:11:12,19635435090,0,Speak to Agent,6,general,0,11.3,Request ID cards,resolved,Callback scheduled for tomorrow,5.0,True
-12621,2024-08-17 10:16:38,12875860703,3,Policy Changes,5,general,282,4.2,Inquire about premium increase,resolved,Customer requested manager,4.0,True
-12622,2024-08-17 10:27:22,12620190692,4,New Quote,6,general,139,7.4,Payment not processed,follow_up_needed,Customer disconnected before resolution,3.0,False
-12623,2024-08-17 10:47:11,12232594349,4,New Quote,5,general,88,3.7,Claim status inquiry,resolved,Callback scheduled for tomorrow,3.0,True
-12624,2024-08-17 10:56:21,13204364670,4,New Quote,6,general,189,9.0,Request proof of insurance,resolved,Escalated to claims adjuster,3.0,True
-12625,2024-08-17 11:15:35,15401487118,1,Claims,1,claims,140,3.7,Update address,follow_up_needed,Escalated to claims adjuster,3.0,False
-12626,2024-08-17 11:32:12,14389517922,0,Speak to Agent,6,general,103,5.0,Add driver to policy,transferred,Transferred to supervisor,4.0,False
-12627,2024-08-17 11:32:43,13780723009,2,Billing & Payments,3,billing,108,0.0,Report accident,abandoned,Customer abandoned,,False
-12628,2024-08-17 11:33:48,14406097184,2,Billing & Payments,3,billing,199,4.4,Dispute claim denial,transferred,"Information provided, no action needed",2.0,False
-12629,2024-08-17 11:51:53,12665026897,2,Billing & Payments,8,billing,235,7.8,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-12630,2024-08-17 12:04:21,18305432831,3,Policy Changes,5,general,147,0.0,Request ID cards,abandoned,Customer abandoned,,False
-12631,2024-08-17 12:08:24,14396686287,2,Billing & Payments,8,billing,137,7.8,Update address,resolved,Callback scheduled for tomorrow,5.0,True
-12632,2024-08-17 12:11:42,13711767390,0,Speak to Agent,6,general,31,8.1,Request payment plan,follow_up_needed,"Information provided, no action needed",5.0,False
-12633,2024-08-17 12:16:12,13576259328,2,Billing & Payments,3,billing,97,3.2,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-12634,2024-08-17 12:24:24,18398912352,2,Billing & Payments,4,billing,59,0.0,Request payment plan,abandoned,Customer abandoned,,False
-12635,2024-08-17 12:32:13,17046220401,0,Speak to Agent,6,general,181,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-12636,2024-08-17 12:36:33,15398578449,3,Policy Changes,6,general,90,5.5,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,4.0,True
-12637,2024-08-17 12:36:51,15578364138,4,New Quote,5,general,166,5.2,Claim status inquiry,resolved,Resolved on first call,4.0,True
-12638,2024-08-17 12:58:35,16842330137,1,Claims,2,claims,121,9.4,Request proof of insurance,resolved,Customer requested manager,4.0,True
-12639,2024-08-19 07:39:27,16832824430,4,New Quote,6,general,212,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-12640,2024-08-19 08:01:58,12085924068,3,Policy Changes,5,general,26,2.3,Update payment method,follow_up_needed,Transferred to supervisor,4.0,False
-12641,2024-08-19 08:28:36,18380849413,0,Speak to Agent,5,general,34,6.4,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-12642,2024-08-19 08:36:14,19653747585,0,Speak to Agent,6,general,369,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-12643,2024-08-19 08:37:57,18723544525,1,Claims,1,claims,194,0.0,Cancel policy,abandoned,Customer abandoned,,False
-12644,2024-08-19 08:46:43,18741485782,3,Policy Changes,5,general,190,7.1,Ask about deductible,resolved,Customer requested manager,5.0,True
-12645,2024-08-19 08:55:24,14170781854,1,Claims,7,claims,153,8.0,General coverage question,transferred,"Claim filed, reference number provided",4.0,False
-12646,2024-08-19 08:58:46,16455268181,4,New Quote,6,general,157,9.7,Ask about deductible,resolved,"Information provided, no action needed",3.0,True
-12647,2024-08-19 09:02:46,16882317263,2,Billing & Payments,4,billing,270,2.3,Complaint about service,resolved,"Claim filed, reference number provided",5.0,True
-12648,2024-08-19 09:07:03,18429254375,0,Speak to Agent,5,general,112,6.0,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-12649,2024-08-19 09:09:34,15245507849,0,Speak to Agent,5,general,266,5.0,Report accident,resolved,Escalated to claims adjuster,5.0,True
-12650,2024-08-19 09:11:04,12028244497,0,Speak to Agent,6,general,114,9.0,Ask about deductible,follow_up_needed,Transferred to supervisor,4.0,False
-12651,2024-08-19 09:12:54,15806188273,2,Billing & Payments,4,billing,79,3.7,Dispute claim denial,resolved,Customer disconnected before resolution,4.0,True
-12652,2024-08-19 09:13:38,12666120649,2,Billing & Payments,3,billing,243,7.4,Report accident,resolved,Callback scheduled for tomorrow,5.0,True
-12653,2024-08-19 09:20:46,12410695251,0,Speak to Agent,5,general,221,3.4,Remove vehicle from policy,resolved,Transferred to supervisor,4.0,True
-12654,2024-08-19 09:25:11,16288440974,4,New Quote,5,general,175,5.4,Change coverage level,resolved,Resolved on first call,3.0,True
-12655,2024-08-19 09:26:43,19984188332,0,Speak to Agent,5,general,105,6.3,Change coverage level,resolved,Resolved on first call,3.0,True
-12656,2024-08-19 09:33:38,13699723178,3,Policy Changes,5,general,155,4.0,Change coverage level,transferred,Escalated to claims adjuster,3.0,False
-12657,2024-08-19 09:34:13,13467931265,3,Policy Changes,5,general,274,3.8,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-12658,2024-08-19 09:36:58,18564565356,0,Speak to Agent,5,general,295,5.1,Remove vehicle from policy,follow_up_needed,"Claim filed, reference number provided",5.0,False
-12659,2024-08-19 09:37:19,17062901165,4,New Quote,6,general,159,8.0,Filing new auto claim,follow_up_needed,"Information provided, no action needed",3.0,False
-12660,2024-08-19 09:50:20,13135890828,2,Billing & Payments,8,billing,339,3.1,Request proof of insurance,resolved,Escalated to claims adjuster,2.0,True
-12661,2024-08-19 09:52:43,17304837388,3,Policy Changes,5,general,205,5.4,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-12662,2024-08-19 09:55:02,14935774122,0,Speak to Agent,5,general,5,7.2,Claim status inquiry,resolved,Escalated to claims adjuster,3.0,True
-12663,2024-08-19 09:55:09,14003549880,0,Speak to Agent,6,general,223,10.1,Add driver to policy,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-12664,2024-08-19 10:07:09,16279028360,4,New Quote,5,general,0,2.5,Complaint about service,resolved,"Claim filed, reference number provided",4.0,True
-12665,2024-08-19 10:17:38,17744261917,4,New Quote,5,general,139,0.8,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-12666,2024-08-19 10:23:36,14834100475,1,Claims,1,claims,153,9.2,Change coverage level,follow_up_needed,Payment processed successfully,3.0,False
-12667,2024-08-19 10:25:11,14079626984,1,Claims,2,claims,187,7.5,Reinstate lapsed policy,resolved,"Information provided, no action needed",5.0,True
-12668,2024-08-19 10:25:53,12597865215,0,Speak to Agent,6,general,216,4.1,Report accident,follow_up_needed,"Information provided, no action needed",1.0,False
-12669,2024-08-19 10:41:18,13638241781,4,New Quote,6,general,0,5.2,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-12670,2024-08-19 10:41:40,17256088028,4,New Quote,6,general,59,11.0,Complaint about service,resolved,Payment processed successfully,5.0,True
-12671,2024-08-19 11:15:41,16594478637,2,Billing & Payments,8,billing,193,0.0,Report accident,abandoned,Customer abandoned,,False
-12672,2024-08-19 11:15:54,12857349002,1,Claims,1,claims,111,6.4,Ask about deductible,resolved,Customer requested manager,3.0,True
-12673,2024-08-19 11:19:17,16949830370,0,Speak to Agent,6,general,40,7.0,Update payment method,resolved,Customer requested manager,4.0,True
-12674,2024-08-19 11:19:34,14191174612,3,Policy Changes,5,general,132,6.8,Claim status inquiry,resolved,Policy updated per customer request,2.0,True
-12675,2024-08-19 11:22:24,17238408467,3,Policy Changes,5,general,187,4.4,Request payment plan,resolved,Customer requested manager,4.0,True
-12676,2024-08-19 11:38:43,14334577109,2,Billing & Payments,4,billing,83,9.7,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-12677,2024-08-19 11:40:09,15695936737,0,Speak to Agent,5,general,53,4.7,Ask about discounts,resolved,Resolved on first call,3.0,True
-12678,2024-08-19 11:49:04,16737055584,0,Speak to Agent,6,general,188,9.9,Dispute claim denial,resolved,Escalated to claims adjuster,2.0,True
-12679,2024-08-19 11:51:50,13575804124,1,Claims,7,claims,112,4.4,Claim status inquiry,resolved,Customer requested manager,3.0,True
-12680,2024-08-19 12:05:25,19305279014,0,Speak to Agent,5,general,65,4.6,Add driver to policy,transferred,Callback scheduled for tomorrow,3.0,False
-12681,2024-08-19 12:12:06,17386817532,4,New Quote,6,general,86,11.0,Complaint about service,resolved,Escalated to claims adjuster,2.0,True
-12682,2024-08-19 12:20:09,16252627976,0,Speak to Agent,5,general,170,3.3,Ask about discounts,resolved,Customer requested manager,5.0,True
-12683,2024-08-19 12:20:14,16147688476,3,Policy Changes,5,general,82,10.8,Update payment method,follow_up_needed,Customer requested manager,2.0,False
-12684,2024-08-19 12:46:33,17580202193,1,Claims,7,claims,257,5.8,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-12685,2024-08-19 12:48:21,13939548682,1,Claims,7,claims,50,11.1,Complaint about service,follow_up_needed,"Information provided, no action needed",4.0,False
-12686,2024-08-19 12:54:36,15381574919,2,Billing & Payments,4,billing,0,8.0,Remove vehicle from policy,follow_up_needed,Resolved on first call,4.0,False
-12687,2024-08-19 13:11:35,17594860206,4,New Quote,5,general,125,3.7,Ask about discounts,resolved,Customer requested manager,4.0,True
-12688,2024-08-19 13:13:58,16025993243,0,Speak to Agent,5,general,149,8.2,Dispute claim denial,resolved,Customer requested manager,5.0,True
-12689,2024-08-19 13:28:04,13475189679,4,New Quote,6,general,186,0.0,General coverage question,abandoned,Customer abandoned,,False
-12690,2024-08-19 13:35:15,16016842037,0,Speak to Agent,6,general,107,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-12691,2024-08-19 13:55:54,14914255338,0,Speak to Agent,6,general,13,9.0,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-12692,2024-08-19 14:07:14,19712629778,4,New Quote,5,general,0,2.4,Inquire about premium increase,follow_up_needed,"Information provided, no action needed",3.0,False
-12693,2024-08-19 14:09:01,12698911455,3,Policy Changes,6,general,109,8.4,Payment not processed,resolved,Resolved on first call,5.0,True
-12694,2024-08-19 14:09:09,15830832606,3,Policy Changes,5,general,105,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-12695,2024-08-19 14:28:33,18674077839,1,Claims,1,claims,250,7.5,Request ID cards,resolved,Customer requested manager,3.0,True
-12696,2024-08-19 14:28:52,18983996549,1,Claims,2,claims,0,13.8,Request ID cards,resolved,"Information provided, no action needed",3.0,True
-12697,2024-08-19 14:32:06,17337736303,0,Speak to Agent,5,general,136,3.1,Claim status inquiry,resolved,"Claim filed, reference number provided",5.0,True
-12698,2024-08-19 14:34:03,17141797233,4,New Quote,6,general,218,6.3,General coverage question,resolved,Resolved on first call,5.0,True
-12699,2024-08-19 14:36:31,15542628334,4,New Quote,6,general,165,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-12700,2024-08-19 14:43:04,18486699632,3,Policy Changes,6,general,104,11.5,General coverage question,resolved,"Information provided, no action needed",5.0,True
-12701,2024-08-19 14:49:46,13805366655,2,Billing & Payments,3,billing,182,6.7,Report accident,resolved,Callback scheduled for tomorrow,4.0,True
-12702,2024-08-19 14:52:55,14763118756,2,Billing & Payments,4,billing,60,6.7,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",5.0,False
-12703,2024-08-19 15:03:01,12491836448,3,Policy Changes,6,general,270,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-12704,2024-08-19 15:05:56,15289114560,1,Claims,2,claims,204,7.4,Inquire about premium increase,transferred,Customer disconnected before resolution,3.0,False
-12705,2024-08-19 15:15:10,17001158000,4,New Quote,5,general,64,3.1,Request proof of insurance,resolved,"Claim filed, reference number provided",2.0,True
-12706,2024-08-19 15:19:59,18110626898,4,New Quote,6,general,191,6.3,Cancel policy,resolved,Payment processed successfully,4.0,True
-12707,2024-08-19 15:26:44,17590822741,4,New Quote,5,general,93,6.5,Change coverage level,resolved,"Claim filed, reference number provided",2.0,True
-12708,2024-08-19 15:30:27,16697059620,1,Claims,1,claims,154,9.1,Request payment plan,follow_up_needed,Transferred to supervisor,3.0,False
-12709,2024-08-19 15:42:56,15001470245,3,Policy Changes,6,general,107,8.8,Change coverage level,resolved,Payment processed successfully,4.0,True
-12710,2024-08-19 15:48:35,13516585320,4,New Quote,5,general,103,0.0,Update address,abandoned,Customer abandoned,,False
-12711,2024-08-19 15:51:21,14818925490,3,Policy Changes,5,general,9,3.9,Inquire about premium increase,resolved,Payment processed successfully,4.0,True
-12712,2024-08-19 15:58:08,17398438507,4,New Quote,5,general,234,10.9,General coverage question,resolved,Payment processed successfully,4.0,True
-12713,2024-08-19 16:02:01,16186111424,1,Claims,2,claims,117,12.1,Request ID cards,resolved,Payment processed successfully,3.0,True
-12714,2024-08-19 16:11:38,19252091066,3,Policy Changes,6,general,108,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-12715,2024-08-19 16:34:27,17530822889,1,Claims,1,claims,202,4.5,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,4.0,True
-12716,2024-08-19 16:59:54,15098755979,1,Claims,2,claims,138,4.2,General coverage question,resolved,"Information provided, no action needed",4.0,True
-12717,2024-08-19 17:18:51,14045608525,2,Billing & Payments,3,billing,0,3.6,Add driver to policy,transferred,"Claim filed, reference number provided",2.0,False
-12718,2024-08-19 17:29:52,14306358172,0,Speak to Agent,6,general,161,10.5,Request payment plan,resolved,"Information provided, no action needed",3.0,True
-12719,2024-08-19 17:32:42,15295089060,1,Claims,1,claims,74,5.3,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-12720,2024-08-19 17:33:49,13653063800,4,New Quote,5,general,97,6.9,Request proof of insurance,follow_up_needed,Customer disconnected before resolution,4.0,False
-12721,2024-08-19 18:12:59,14885479993,2,Billing & Payments,8,billing,154,2.2,Ask about discounts,resolved,"Claim filed, reference number provided",3.0,True
-12722,2024-08-19 18:17:10,14527432414,1,Claims,2,claims,9,4.6,Filing new auto claim,follow_up_needed,Transferred to supervisor,3.0,False
-12723,2024-08-19 18:25:49,13014785847,0,Speak to Agent,5,general,22,4.3,Request proof of insurance,resolved,Customer requested manager,4.0,True
-12724,2024-08-19 18:38:33,19601288773,1,Claims,7,claims,0,11.9,Complaint about service,resolved,Customer disconnected before resolution,4.0,True
-12725,2024-08-19 18:49:04,15748043621,4,New Quote,5,general,249,6.5,Update payment method,follow_up_needed,Payment processed successfully,4.0,False
-12726,2024-08-19 18:50:45,13209698783,3,Policy Changes,6,general,92,8.5,General coverage question,follow_up_needed,"Claim filed, reference number provided",2.0,False
-12727,2024-08-20 07:35:13,12639766690,2,Billing & Payments,8,billing,98,0.7,Ask about deductible,resolved,Payment processed successfully,4.0,True
-12728,2024-08-20 07:51:26,19509499622,3,Policy Changes,5,general,119,7.0,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-12729,2024-08-20 07:52:46,14857074592,3,Policy Changes,6,general,0,10.6,General coverage question,transferred,"Information provided, no action needed",2.0,False
-12730,2024-08-20 07:57:10,13891196746,3,Policy Changes,5,general,65,4.7,Update payment method,resolved,Escalated to claims adjuster,4.0,True
-12731,2024-08-20 08:00:11,18917063813,4,New Quote,6,general,0,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-12732,2024-08-20 08:12:50,18538221008,2,Billing & Payments,8,billing,111,4.2,Inquire about premium increase,resolved,Customer disconnected before resolution,2.0,True
-12733,2024-08-20 08:13:50,13523348534,0,Speak to Agent,5,general,350,8.4,Cancel policy,follow_up_needed,Resolved on first call,2.0,False
-12734,2024-08-20 08:23:48,13730305731,0,Speak to Agent,6,general,16,2.5,Update address,follow_up_needed,Payment processed successfully,3.0,False
-12735,2024-08-20 08:34:19,17857148021,1,Claims,7,claims,121,5.1,Change coverage level,transferred,"Information provided, no action needed",3.0,False
-12736,2024-08-20 08:44:09,13178429154,3,Policy Changes,6,general,78,6.4,Report accident,resolved,"Information provided, no action needed",3.0,True
-12737,2024-08-20 08:50:16,17227923750,2,Billing & Payments,8,billing,0,1.5,Update payment method,transferred,"Claim filed, reference number provided",5.0,False
-12738,2024-08-20 09:14:31,18587422299,0,Speak to Agent,6,general,21,8.0,Change coverage level,follow_up_needed,Transferred to supervisor,4.0,False
-12739,2024-08-20 09:39:32,13351222140,1,Claims,2,claims,120,5.7,Ask about deductible,resolved,Payment processed successfully,5.0,True
-12740,2024-08-20 09:51:21,13967473394,0,Speak to Agent,6,general,110,10.4,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-12741,2024-08-20 09:59:40,19522837763,3,Policy Changes,6,general,65,8.5,Complaint about service,follow_up_needed,Policy updated per customer request,3.0,False
-12742,2024-08-20 09:59:47,12839890450,3,Policy Changes,5,general,33,1.6,Add driver to policy,resolved,Callback scheduled for tomorrow,3.0,True
-12743,2024-08-20 10:08:45,13245552657,3,Policy Changes,5,general,89,11.0,Update payment method,follow_up_needed,"Information provided, no action needed",3.0,False
-12744,2024-08-20 10:20:15,17470619528,1,Claims,7,claims,119,7.2,Request payment plan,follow_up_needed,"Claim filed, reference number provided",3.0,False
-12745,2024-08-20 10:27:28,19519146512,0,Speak to Agent,6,general,0,5.6,Report accident,resolved,Customer requested manager,3.0,True
-12746,2024-08-20 10:29:50,13018171369,4,New Quote,6,general,0,7.8,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,2.0,False
-12747,2024-08-20 10:30:21,18789748746,0,Speak to Agent,5,general,0,7.7,Reinstate lapsed policy,follow_up_needed,"Information provided, no action needed",3.0,False
-12748,2024-08-20 10:33:55,16112625065,2,Billing & Payments,8,billing,106,4.6,General coverage question,follow_up_needed,"Claim filed, reference number provided",5.0,False
-12749,2024-08-20 10:34:57,16375064268,4,New Quote,5,general,252,5.3,Claim status inquiry,resolved,Payment processed successfully,4.0,True
-12750,2024-08-20 10:34:57,19622038672,4,New Quote,6,general,122,11.1,Request ID cards,follow_up_needed,"Claim filed, reference number provided",2.0,False
-12751,2024-08-20 10:41:27,12363191240,3,Policy Changes,6,general,47,6.5,Request proof of insurance,transferred,"Claim filed, reference number provided",2.0,False
-12752,2024-08-20 10:46:11,19097805423,0,Speak to Agent,5,general,0,7.3,Dispute claim denial,resolved,Customer disconnected before resolution,5.0,True
-12753,2024-08-20 10:47:22,15125821387,0,Speak to Agent,6,general,96,9.5,Complaint about service,follow_up_needed,Escalated to claims adjuster,1.0,False
-12754,2024-08-20 10:49:15,16160924946,1,Claims,1,claims,68,9.7,Dispute claim denial,resolved,Customer requested manager,5.0,True
-12755,2024-08-20 10:50:14,15416072880,2,Billing & Payments,4,billing,231,3.1,Change coverage level,resolved,Payment processed successfully,3.0,True
-12756,2024-08-20 11:06:00,12905268140,0,Speak to Agent,5,general,129,6.6,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-12757,2024-08-20 11:15:12,12906827956,2,Billing & Payments,4,billing,16,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-12758,2024-08-20 11:17:51,14148655205,0,Speak to Agent,5,general,277,7.3,Request ID cards,resolved,Transferred to supervisor,3.0,True
-12759,2024-08-20 11:19:36,13992578982,3,Policy Changes,5,general,140,3.4,Request ID cards,transferred,Resolved on first call,3.0,False
-12760,2024-08-20 11:22:43,19384900734,3,Policy Changes,6,general,164,8.3,Complaint about service,resolved,Customer disconnected before resolution,3.0,True
-12761,2024-08-20 11:23:03,18751580904,2,Billing & Payments,3,billing,197,7.1,Report accident,transferred,Customer disconnected before resolution,2.0,False
-12762,2024-08-20 11:35:30,19918570961,2,Billing & Payments,8,billing,115,8.7,Filing new auto claim,resolved,Payment processed successfully,5.0,True
-12763,2024-08-20 11:39:51,12519365010,4,New Quote,6,general,188,4.7,Report accident,transferred,"Claim filed, reference number provided",2.0,False
-12764,2024-08-20 11:50:44,19520460461,4,New Quote,6,general,256,8.0,Add driver to policy,resolved,Customer requested manager,4.0,True
-12765,2024-08-20 12:08:56,14497817621,0,Speak to Agent,6,general,256,9.8,Claim status inquiry,follow_up_needed,Transferred to supervisor,4.0,False
-12766,2024-08-20 12:11:50,13395930497,1,Claims,7,claims,100,4.3,Update payment method,resolved,Resolved on first call,5.0,True
-12767,2024-08-20 12:17:05,16796447842,1,Claims,1,claims,283,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-12768,2024-08-20 12:28:06,19617331896,4,New Quote,5,general,0,6.2,Claim status inquiry,resolved,Resolved on first call,5.0,True
-12769,2024-08-20 13:00:30,15569366271,2,Billing & Payments,3,billing,0,2.8,Ask about discounts,resolved,Payment processed successfully,3.0,True
-12770,2024-08-20 13:21:36,15525032497,4,New Quote,6,general,144,2.1,Ask about discounts,resolved,Escalated to claims adjuster,3.0,True
-12771,2024-08-20 13:33:35,19988701131,3,Policy Changes,5,general,94,8.2,General coverage question,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-12772,2024-08-20 13:34:31,13274675563,4,New Quote,5,general,14,7.1,Inquire about premium increase,resolved,"Claim filed, reference number provided",3.0,True
-12773,2024-08-20 13:36:47,18665688515,2,Billing & Payments,3,billing,189,1.9,Complaint about service,resolved,Payment processed successfully,1.0,True
-12774,2024-08-20 13:39:47,17339431804,1,Claims,2,claims,33,0.0,Request ID cards,abandoned,Customer abandoned,,False
-12775,2024-08-20 13:41:30,13951474832,3,Policy Changes,6,general,104,10.2,Claim status inquiry,resolved,Resolved on first call,3.0,True
-12776,2024-08-20 13:50:46,14502858178,3,Policy Changes,6,general,209,9.1,Request ID cards,transferred,Resolved on first call,1.0,False
-12777,2024-08-20 14:06:32,16108338835,0,Speak to Agent,5,general,48,0.0,Complaint about service,abandoned,Customer abandoned,,False
-12778,2024-08-20 14:10:04,14509272103,1,Claims,1,claims,179,9.9,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-12779,2024-08-20 14:45:04,19410323537,3,Policy Changes,5,general,49,4.7,Inquire about premium increase,resolved,Transferred to supervisor,5.0,True
-12780,2024-08-20 14:46:40,17961630741,0,Speak to Agent,6,general,43,9.4,Ask about deductible,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-12781,2024-08-20 15:12:49,13764716281,3,Policy Changes,6,general,220,5.4,Payment not processed,resolved,Transferred to supervisor,4.0,True
-12782,2024-08-20 15:33:39,18828722780,3,Policy Changes,5,general,113,8.5,Update payment method,resolved,Escalated to claims adjuster,5.0,True
-12783,2024-08-20 15:34:45,15479194054,1,Claims,1,claims,51,7.6,Dispute claim denial,resolved,Callback scheduled for tomorrow,5.0,True
-12784,2024-08-20 15:38:54,19637826812,2,Billing & Payments,3,billing,239,3.0,General coverage question,resolved,"Claim filed, reference number provided",3.0,True
-12785,2024-08-20 15:40:17,19104068403,1,Claims,1,claims,0,8.8,Claim status inquiry,resolved,Customer requested manager,5.0,True
-12786,2024-08-20 15:43:27,13672694086,3,Policy Changes,5,general,41,5.6,Update address,resolved,Transferred to supervisor,4.0,True
-12787,2024-08-20 15:52:42,18607486287,1,Claims,7,claims,168,7.0,Filing new auto claim,resolved,Escalated to claims adjuster,3.0,True
-12788,2024-08-20 15:53:09,15344863553,0,Speak to Agent,5,general,104,4.2,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-12789,2024-08-20 15:57:54,18065584702,3,Policy Changes,5,general,31,7.9,Request payment plan,resolved,Policy updated per customer request,4.0,True
-12790,2024-08-20 16:19:15,18074633705,1,Claims,1,claims,83,5.3,Update address,resolved,Customer requested manager,4.0,True
-12791,2024-08-20 16:37:12,16990201308,0,Speak to Agent,6,general,257,11.9,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-12792,2024-08-20 17:02:24,14425035295,2,Billing & Payments,4,billing,79,10.0,Inquire about premium increase,resolved,"Claim filed, reference number provided",4.0,True
-12793,2024-08-20 17:07:47,17256715540,4,New Quote,5,general,158,7.9,Dispute claim denial,resolved,Resolved on first call,4.0,True
-12794,2024-08-20 17:18:55,14365049121,1,Claims,1,claims,57,6.9,Ask about deductible,follow_up_needed,Transferred to supervisor,5.0,False
-12795,2024-08-20 17:38:49,14980655363,0,Speak to Agent,5,general,68,8.1,Ask about deductible,transferred,Customer disconnected before resolution,3.0,False
-12796,2024-08-20 17:40:00,18332104659,0,Speak to Agent,5,general,192,4.4,Claim status inquiry,resolved,Customer requested manager,3.0,True
-12797,2024-08-20 17:45:46,14559200236,0,Speak to Agent,6,general,227,11.6,Inquire about premium increase,resolved,Customer requested manager,4.0,True
-12798,2024-08-20 17:50:35,18616946487,4,New Quote,6,general,91,10.2,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-12799,2024-08-20 17:53:30,15909134720,3,Policy Changes,6,general,292,7.0,Cancel policy,follow_up_needed,Customer disconnected before resolution,2.0,False
-12800,2024-08-20 18:12:59,14324018213,3,Policy Changes,5,general,88,7.0,Reinstate lapsed policy,resolved,Customer disconnected before resolution,3.0,True
-12801,2024-08-20 18:41:09,19338349332,2,Billing & Payments,8,billing,79,4.8,Ask about deductible,transferred,Resolved on first call,4.0,False
-12802,2024-08-20 18:44:31,19867483473,3,Policy Changes,6,general,142,8.9,Update address,resolved,Policy updated per customer request,3.0,True
-12803,2024-08-20 18:47:38,14512404781,0,Speak to Agent,6,general,370,0.0,Complaint about service,abandoned,Customer abandoned,,False
-12804,2024-08-20 18:52:17,19789689790,0,Speak to Agent,5,general,41,9.1,Remove vehicle from policy,follow_up_needed,Customer requested manager,3.0,False
-12805,2024-08-21 07:04:15,16451019558,3,Policy Changes,5,general,260,2.7,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,4.0,False
-12806,2024-08-21 07:38:10,14507513466,3,Policy Changes,6,general,315,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-12807,2024-08-21 07:50:37,16748206644,4,New Quote,5,general,144,4.7,Update address,resolved,Customer requested manager,4.0,True
-12808,2024-08-21 08:25:05,18293095965,4,New Quote,5,general,176,5.7,Request payment plan,transferred,Payment processed successfully,5.0,False
-12809,2024-08-21 08:37:38,14549404345,1,Claims,2,claims,21,12.6,Remove vehicle from policy,transferred,Customer disconnected before resolution,1.0,False
-12810,2024-08-21 09:01:13,15986879621,4,New Quote,5,general,180,0.0,Update payment method,abandoned,Customer abandoned,,False
-12811,2024-08-21 09:01:59,13226593412,3,Policy Changes,5,general,0,6.6,Add driver to policy,resolved,Resolved on first call,4.0,True
-12812,2024-08-21 09:17:00,18418858829,2,Billing & Payments,3,billing,249,7.8,Request payment plan,transferred,Customer disconnected before resolution,4.0,False
-12813,2024-08-21 09:19:48,13028599023,4,New Quote,6,general,96,8.1,Inquire about premium increase,resolved,Callback scheduled for tomorrow,4.0,True
-12814,2024-08-21 09:25:51,19233218063,2,Billing & Payments,8,billing,142,10.3,General coverage question,resolved,"Information provided, no action needed",3.0,True
-12815,2024-08-21 09:35:08,17945065977,0,Speak to Agent,6,general,0,8.1,General coverage question,resolved,Resolved on first call,4.0,True
-12816,2024-08-21 09:48:29,13217864982,3,Policy Changes,6,general,285,10.1,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,5.0,True
-12817,2024-08-21 09:53:52,13972574129,0,Speak to Agent,5,general,169,2.0,Change coverage level,resolved,Payment processed successfully,5.0,True
-12818,2024-08-21 10:08:49,12953601741,0,Speak to Agent,6,general,131,7.4,Change coverage level,resolved,Payment processed successfully,3.0,True
-12819,2024-08-21 10:10:19,16749894801,2,Billing & Payments,8,billing,149,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-12820,2024-08-21 10:11:45,19699690643,2,Billing & Payments,4,billing,0,6.1,Inquire about premium increase,follow_up_needed,Customer requested manager,2.0,False
-12821,2024-08-21 10:14:58,19945416051,4,New Quote,6,general,57,6.3,Request proof of insurance,resolved,Resolved on first call,4.0,True
-12822,2024-08-21 10:24:03,12420648754,2,Billing & Payments,3,billing,0,4.2,Ask about discounts,resolved,Policy updated per customer request,5.0,True
-12823,2024-08-21 10:43:42,19700879568,0,Speak to Agent,5,general,166,0.0,General coverage question,abandoned,Customer abandoned,,False
-12824,2024-08-21 10:45:01,12526117306,2,Billing & Payments,3,billing,150,5.0,General coverage question,follow_up_needed,Escalated to claims adjuster,2.0,False
-12825,2024-08-21 10:45:04,18701058075,2,Billing & Payments,3,billing,190,9.1,Change coverage level,follow_up_needed,Customer disconnected before resolution,3.0,False
-12826,2024-08-21 10:57:26,16124041906,1,Claims,7,claims,0,6.3,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-12827,2024-08-21 11:23:22,16900971829,1,Claims,1,claims,111,8.5,Complaint about service,resolved,Customer requested manager,5.0,True
-12828,2024-08-21 11:28:32,16538647601,1,Claims,7,claims,24,7.7,Request payment plan,resolved,Customer requested manager,4.0,True
-12829,2024-08-21 11:35:24,17898314206,0,Speak to Agent,5,general,212,6.1,Claim status inquiry,resolved,Payment processed successfully,3.0,True
-12830,2024-08-21 12:12:31,13335406326,0,Speak to Agent,6,general,93,11.3,Update payment method,transferred,Resolved on first call,3.0,False
-12831,2024-08-21 12:19:35,12829961757,0,Speak to Agent,6,general,92,3.2,Request payment plan,resolved,Payment processed successfully,4.0,True
-12832,2024-08-21 12:41:19,13369319524,3,Policy Changes,6,general,126,10.8,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-12833,2024-08-21 12:56:45,15896258249,0,Speak to Agent,5,general,101,1.6,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-12834,2024-08-21 13:17:05,14745891258,2,Billing & Payments,4,billing,70,4.7,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-12835,2024-08-21 13:25:38,13792267211,2,Billing & Payments,4,billing,201,0.0,Update payment method,abandoned,Customer abandoned,,False
-12836,2024-08-21 13:46:48,18575957183,0,Speak to Agent,6,general,98,7.7,General coverage question,transferred,Escalated to claims adjuster,2.0,False
-12837,2024-08-21 13:46:59,13580362996,1,Claims,7,claims,229,9.3,Claim status inquiry,follow_up_needed,"Information provided, no action needed",2.0,False
-12838,2024-08-21 13:51:19,15696256403,3,Policy Changes,6,general,220,7.8,Dispute claim denial,resolved,Policy updated per customer request,3.0,True
-12839,2024-08-21 14:03:09,12440164360,2,Billing & Payments,8,billing,0,5.7,Cancel policy,resolved,Policy updated per customer request,5.0,True
-12840,2024-08-21 14:03:31,18543695778,2,Billing & Payments,4,billing,60,6.4,General coverage question,resolved,Resolved on first call,4.0,True
-12841,2024-08-21 14:07:23,17815064553,2,Billing & Payments,4,billing,44,1.6,Dispute claim denial,follow_up_needed,Customer requested manager,1.0,False
-12842,2024-08-21 14:11:51,16402151336,1,Claims,7,claims,0,7.9,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-12843,2024-08-21 14:17:49,16085265479,2,Billing & Payments,3,billing,160,8.3,Report accident,resolved,"Information provided, no action needed",5.0,True
-12844,2024-08-21 14:23:49,19297735247,4,New Quote,5,general,64,3.4,Dispute claim denial,resolved,"Information provided, no action needed",3.0,True
-12845,2024-08-21 14:27:14,19131765342,3,Policy Changes,6,general,0,4.8,General coverage question,follow_up_needed,Escalated to claims adjuster,3.0,False
-12846,2024-08-21 14:32:00,18000389362,4,New Quote,6,general,87,11.0,Update address,resolved,"Information provided, no action needed",4.0,True
-12847,2024-08-21 14:37:24,19151639405,2,Billing & Payments,8,billing,83,7.5,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-12848,2024-08-21 14:51:01,18967964280,1,Claims,1,claims,149,6.4,Request proof of insurance,transferred,"Information provided, no action needed",3.0,False
-12849,2024-08-21 15:08:58,14736676329,2,Billing & Payments,4,billing,125,8.6,General coverage question,follow_up_needed,Payment processed successfully,2.0,False
-12850,2024-08-21 15:24:06,12387944557,1,Claims,1,claims,98,5.0,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-12851,2024-08-21 15:38:13,15274518895,1,Claims,7,claims,35,5.3,Complaint about service,follow_up_needed,Escalated to claims adjuster,3.0,False
-12852,2024-08-21 15:39:46,18056289068,0,Speak to Agent,5,general,342,3.1,Ask about deductible,resolved,"Claim filed, reference number provided",3.0,True
-12853,2024-08-21 15:51:34,18632415132,4,New Quote,5,general,197,2.9,Request ID cards,follow_up_needed,Policy updated per customer request,2.0,False
-12854,2024-08-21 15:56:40,12407341397,1,Claims,2,claims,138,11.0,Cancel policy,transferred,Policy updated per customer request,5.0,False
-12855,2024-08-21 15:57:55,12504975817,3,Policy Changes,6,general,83,6.8,Inquire about premium increase,resolved,Escalated to claims adjuster,2.0,True
-12856,2024-08-21 15:59:38,17104187240,2,Billing & Payments,3,billing,0,6.5,Inquire about premium increase,resolved,Customer disconnected before resolution,3.0,True
-12857,2024-08-21 16:00:17,18344166308,0,Speak to Agent,5,general,140,5.9,Complaint about service,resolved,Policy updated per customer request,4.0,True
-12858,2024-08-21 16:09:42,17980524419,1,Claims,1,claims,58,5.8,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-12859,2024-08-21 16:09:43,13975030927,3,Policy Changes,5,general,131,5.7,Reinstate lapsed policy,transferred,Escalated to claims adjuster,2.0,False
-12860,2024-08-21 16:11:07,18071223423,3,Policy Changes,6,general,219,9.3,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-12861,2024-08-21 16:30:22,13759639705,4,New Quote,5,general,72,4.0,Remove vehicle from policy,resolved,Customer disconnected before resolution,3.0,True
-12862,2024-08-21 16:31:51,12543386123,3,Policy Changes,6,general,105,8.5,Reinstate lapsed policy,resolved,Escalated to claims adjuster,3.0,True
-12863,2024-08-21 16:35:53,13929466481,1,Claims,2,claims,150,9.5,Ask about deductible,follow_up_needed,Customer requested manager,5.0,False
-12864,2024-08-21 16:39:34,16520839174,0,Speak to Agent,5,general,73,6.3,Filing new auto claim,resolved,Callback scheduled for tomorrow,4.0,True
-12865,2024-08-21 16:43:27,13601135027,1,Claims,2,claims,36,13.5,Complaint about service,resolved,Customer disconnected before resolution,3.0,True
-12866,2024-08-21 16:47:59,16002836304,0,Speak to Agent,5,general,0,7.8,Report accident,transferred,Transferred to supervisor,1.0,False
-12867,2024-08-21 16:51:32,18093237852,2,Billing & Payments,3,billing,0,4.5,General coverage question,resolved,Escalated to claims adjuster,3.0,True
-12868,2024-08-21 16:52:18,19332202679,2,Billing & Payments,8,billing,208,1.7,Report accident,follow_up_needed,"Information provided, no action needed",1.0,False
-12869,2024-08-21 17:05:40,12781436458,3,Policy Changes,6,general,213,10.4,General coverage question,transferred,Callback scheduled for tomorrow,3.0,False
-12870,2024-08-21 17:08:00,15921609376,4,New Quote,5,general,208,8.6,Inquire about premium increase,resolved,Transferred to supervisor,3.0,True
-12871,2024-08-21 17:08:58,16490535861,0,Speak to Agent,6,general,0,10.1,Update address,resolved,Customer disconnected before resolution,4.0,True
-12872,2024-08-21 17:23:44,19966288762,3,Policy Changes,5,general,53,5.6,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-12873,2024-08-21 17:41:25,19333794788,3,Policy Changes,6,general,224,9.9,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",3.0,False
-12874,2024-08-21 17:55:47,13747849868,3,Policy Changes,5,general,154,5.0,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-12875,2024-08-21 18:26:48,18006072362,3,Policy Changes,6,general,186,8.8,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-12876,2024-08-21 18:42:53,12541421233,2,Billing & Payments,8,billing,101,6.3,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-12877,2024-08-22 07:01:28,18996813234,1,Claims,1,claims,213,2.6,Change coverage level,follow_up_needed,"Information provided, no action needed",3.0,False
-12878,2024-08-22 07:01:51,14864182262,2,Billing & Payments,3,billing,0,7.2,Complaint about service,resolved,Payment processed successfully,3.0,True
-12879,2024-08-22 07:14:15,12330024260,2,Billing & Payments,4,billing,163,8.9,Add driver to policy,resolved,"Claim filed, reference number provided",5.0,True
-12880,2024-08-22 07:39:40,17713193925,4,New Quote,5,general,151,4.5,General coverage question,resolved,Transferred to supervisor,4.0,True
-12881,2024-08-22 08:07:17,14469753630,2,Billing & Payments,4,billing,29,1.1,Change coverage level,resolved,Payment processed successfully,3.0,True
-12882,2024-08-22 08:16:56,12049306689,0,Speak to Agent,6,general,200,8.3,Dispute claim denial,follow_up_needed,Escalated to claims adjuster,3.0,False
-12883,2024-08-22 08:31:39,13388011580,4,New Quote,6,general,72,8.2,Request ID cards,resolved,Transferred to supervisor,2.0,True
-12884,2024-08-22 08:45:10,16978759877,1,Claims,2,claims,23,7.5,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-12885,2024-08-22 08:51:04,13378326338,2,Billing & Payments,8,billing,189,5.1,Filing new auto claim,follow_up_needed,Customer disconnected before resolution,3.0,False
-12886,2024-08-22 08:52:43,15430763840,4,New Quote,6,general,223,13.4,Request payment plan,resolved,Callback scheduled for tomorrow,3.0,True
-12887,2024-08-22 09:23:09,17001274207,3,Policy Changes,6,general,43,9.1,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",3.0,True
-12888,2024-08-22 09:23:58,18899056654,1,Claims,1,claims,138,5.4,Claim status inquiry,resolved,Payment processed successfully,3.0,True
-12889,2024-08-22 09:28:38,17161778837,1,Claims,1,claims,115,5.7,General coverage question,transferred,"Claim filed, reference number provided",3.0,False
-12890,2024-08-22 09:30:08,17093346121,0,Speak to Agent,5,general,139,0.5,Cancel policy,resolved,Transferred to supervisor,5.0,True
-12891,2024-08-22 09:42:05,13953015422,4,New Quote,6,general,117,9.0,Reinstate lapsed policy,follow_up_needed,Transferred to supervisor,4.0,False
-12892,2024-08-22 09:51:40,12530104542,3,Policy Changes,5,general,88,6.1,Update payment method,follow_up_needed,Resolved on first call,4.0,False
-12893,2024-08-22 09:56:56,16138467402,0,Speak to Agent,6,general,135,11.7,Report accident,follow_up_needed,Payment processed successfully,3.0,False
-12894,2024-08-22 09:57:26,16435274285,3,Policy Changes,5,general,93,9.5,Remove vehicle from policy,resolved,Escalated to claims adjuster,4.0,True
-12895,2024-08-22 10:02:42,17694487488,0,Speak to Agent,5,general,79,8.3,Complaint about service,resolved,"Information provided, no action needed",5.0,True
-12896,2024-08-22 10:10:47,19152894824,4,New Quote,6,general,136,5.8,Reinstate lapsed policy,resolved,Escalated to claims adjuster,5.0,True
-12897,2024-08-22 10:34:33,12730881996,2,Billing & Payments,3,billing,143,0.5,Report accident,resolved,Transferred to supervisor,4.0,True
-12898,2024-08-22 10:43:05,14478090666,0,Speak to Agent,6,general,117,8.7,Report accident,resolved,Payment processed successfully,4.0,True
-12899,2024-08-22 10:57:52,19697433018,1,Claims,2,claims,306,9.4,Dispute claim denial,resolved,Customer requested manager,4.0,True
-12900,2024-08-22 11:21:44,14270753407,1,Claims,2,claims,50,8.0,Filing new auto claim,follow_up_needed,Transferred to supervisor,5.0,False
-12901,2024-08-22 11:25:58,17764236358,3,Policy Changes,5,general,173,7.3,Payment not processed,follow_up_needed,Policy updated per customer request,5.0,False
-12902,2024-08-22 11:40:32,16485017350,4,New Quote,5,general,69,2.7,General coverage question,resolved,"Information provided, no action needed",5.0,True
-12903,2024-08-22 11:41:38,19247157124,4,New Quote,6,general,0,4.7,Claim status inquiry,resolved,Escalated to claims adjuster,3.0,True
-12904,2024-08-22 11:46:34,13084465822,1,Claims,2,claims,184,7.7,Filing new auto claim,transferred,"Claim filed, reference number provided",4.0,False
-12905,2024-08-22 11:48:34,12925090052,4,New Quote,5,general,219,6.4,Update address,transferred,Transferred to supervisor,3.0,False
-12906,2024-08-22 11:48:46,19718144822,2,Billing & Payments,4,billing,154,5.4,Remove vehicle from policy,follow_up_needed,"Information provided, no action needed",2.0,False
-12907,2024-08-22 11:52:16,13898506973,0,Speak to Agent,5,general,295,8.5,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,2.0,True
-12908,2024-08-22 11:59:12,17660036064,1,Claims,2,claims,152,3.3,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-12909,2024-08-22 12:03:27,19923256678,4,New Quote,5,general,213,4.8,Request ID cards,transferred,Callback scheduled for tomorrow,4.0,False
-12910,2024-08-22 12:19:25,16895808315,2,Billing & Payments,4,billing,95,9.5,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-12911,2024-08-22 12:22:46,15687914996,4,New Quote,5,general,110,10.4,Request ID cards,resolved,Policy updated per customer request,4.0,True
-12912,2024-08-22 13:15:09,19151641120,3,Policy Changes,6,general,116,10.5,Change coverage level,resolved,"Claim filed, reference number provided",3.0,True
-12913,2024-08-22 14:18:49,18855781684,4,New Quote,6,general,0,6.2,Reinstate lapsed policy,resolved,Policy updated per customer request,3.0,True
-12914,2024-08-22 14:20:47,19668400203,2,Billing & Payments,3,billing,0,0.0,Update address,abandoned,Customer abandoned,,False
-12915,2024-08-22 14:24:54,18748009843,0,Speak to Agent,6,general,134,6.9,Cancel policy,resolved,Payment processed successfully,5.0,True
-12916,2024-08-22 14:26:18,12020070037,3,Policy Changes,5,general,111,3.4,Add driver to policy,resolved,Payment processed successfully,4.0,True
-12917,2024-08-22 14:34:23,15617241956,0,Speak to Agent,5,general,60,3.9,Request ID cards,follow_up_needed,Customer disconnected before resolution,1.0,False
-12918,2024-08-22 14:36:03,12189538202,4,New Quote,6,general,8,10.0,Claim status inquiry,resolved,"Claim filed, reference number provided",4.0,True
-12919,2024-08-22 14:40:07,17875646564,2,Billing & Payments,3,billing,254,5.5,Remove vehicle from policy,transferred,Resolved on first call,2.0,False
-12920,2024-08-22 15:26:07,19239337990,1,Claims,1,claims,46,2.1,Complaint about service,follow_up_needed,"Claim filed, reference number provided",2.0,False
-12921,2024-08-22 15:31:24,16072674115,1,Claims,1,claims,154,9.3,Dispute claim denial,resolved,Customer requested manager,3.0,True
-12922,2024-08-22 15:55:58,17504052232,0,Speak to Agent,5,general,165,7.5,Inquire about premium increase,resolved,"Claim filed, reference number provided",4.0,True
-12923,2024-08-22 16:11:30,15327730631,4,New Quote,6,general,133,7.4,Request payment plan,resolved,Escalated to claims adjuster,3.0,True
-12924,2024-08-22 16:13:42,16110014246,0,Speak to Agent,5,general,165,9.6,Complaint about service,transferred,"Information provided, no action needed",4.0,False
-12925,2024-08-22 16:22:16,15793323686,2,Billing & Payments,4,billing,1,8.4,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-12926,2024-08-22 16:25:08,13067592667,0,Speak to Agent,6,general,90,7.9,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",4.0,False
-12927,2024-08-22 16:28:33,17284950127,0,Speak to Agent,6,general,28,5.6,Request proof of insurance,resolved,Payment processed successfully,4.0,True
-12928,2024-08-22 16:34:01,17463426251,0,Speak to Agent,5,general,187,12.4,Ask about discounts,resolved,Policy updated per customer request,4.0,True
-12929,2024-08-22 16:48:39,12471600713,1,Claims,7,claims,223,0.0,Report accident,abandoned,Customer abandoned,,False
-12930,2024-08-22 16:55:20,12902229673,3,Policy Changes,5,general,92,2.1,Request payment plan,resolved,Callback scheduled for tomorrow,3.0,True
-12931,2024-08-22 17:05:17,14055729276,4,New Quote,6,general,50,7.4,Dispute claim denial,transferred,Escalated to claims adjuster,3.0,False
-12932,2024-08-22 17:28:16,15448533497,3,Policy Changes,5,general,174,0.0,Change coverage level,abandoned,Customer abandoned,,False
-12933,2024-08-22 17:52:12,16064974590,3,Policy Changes,5,general,13,6.4,Ask about discounts,resolved,Transferred to supervisor,3.0,True
-12934,2024-08-22 17:56:01,12889671472,2,Billing & Payments,4,billing,54,8.6,Report accident,resolved,Customer requested manager,4.0,True
-12935,2024-08-22 18:01:25,13840518634,1,Claims,7,claims,249,4.4,Payment not processed,resolved,Resolved on first call,5.0,True
-12936,2024-08-22 18:17:47,14901375309,2,Billing & Payments,3,billing,141,6.0,Report accident,resolved,Customer requested manager,4.0,True
-12937,2024-08-22 18:28:41,14286858262,3,Policy Changes,5,general,98,6.3,General coverage question,resolved,Customer requested manager,5.0,True
-12938,2024-08-22 18:36:28,12084606500,1,Claims,2,claims,150,4.2,Request proof of insurance,resolved,"Claim filed, reference number provided",3.0,True
-12939,2024-08-22 18:44:45,18095679502,1,Claims,7,claims,82,7.2,Payment not processed,resolved,Customer requested manager,3.0,True
-12940,2024-08-22 18:45:42,16968012806,2,Billing & Payments,3,billing,79,2.4,Complaint about service,resolved,Escalated to claims adjuster,5.0,True
-12941,2024-08-23 07:34:28,18506858313,0,Speak to Agent,5,general,196,0.5,Remove vehicle from policy,resolved,Customer requested manager,3.0,True
-12942,2024-08-23 07:39:07,15708586186,1,Claims,7,claims,123,3.3,Cancel policy,resolved,Customer requested manager,5.0,True
-12943,2024-08-23 08:04:11,18122752765,3,Policy Changes,5,general,199,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-12944,2024-08-23 08:30:20,15303406561,3,Policy Changes,5,general,207,5.3,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-12945,2024-08-23 08:33:39,19550904247,2,Billing & Payments,3,billing,124,7.5,Update payment method,transferred,"Claim filed, reference number provided",4.0,False
-12946,2024-08-23 08:34:57,17772460360,3,Policy Changes,6,general,171,6.5,Request proof of insurance,follow_up_needed,Resolved on first call,4.0,False
-12947,2024-08-23 09:10:54,19928353001,1,Claims,2,claims,221,7.5,Payment not processed,resolved,Customer requested manager,3.0,True
-12948,2024-08-23 09:11:38,15327078266,1,Claims,1,claims,178,5.7,Cancel policy,follow_up_needed,"Information provided, no action needed",4.0,False
-12949,2024-08-23 09:13:39,17408147239,1,Claims,7,claims,0,7.3,Update address,resolved,Payment processed successfully,4.0,True
-12950,2024-08-23 09:16:05,18074817454,4,New Quote,6,general,78,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-12951,2024-08-23 09:25:49,14027004997,4,New Quote,5,general,95,3.0,Remove vehicle from policy,transferred,Customer requested manager,2.0,False
-12952,2024-08-23 09:30:47,17231352511,3,Policy Changes,5,general,215,5.5,Reinstate lapsed policy,resolved,Payment processed successfully,5.0,True
-12953,2024-08-23 09:36:40,16104713372,1,Claims,1,claims,157,5.7,Complaint about service,follow_up_needed,Escalated to claims adjuster,3.0,False
-12954,2024-08-23 09:38:08,16124761761,3,Policy Changes,6,general,177,8.2,Add driver to policy,follow_up_needed,Policy updated per customer request,4.0,False
-12955,2024-08-23 09:47:05,16385893609,2,Billing & Payments,4,billing,0,4.3,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-12956,2024-08-23 09:56:47,13780508296,4,New Quote,5,general,85,3.3,Change coverage level,follow_up_needed,Customer disconnected before resolution,1.0,False
-12957,2024-08-23 10:10:33,16075469465,3,Policy Changes,6,general,0,11.2,Reinstate lapsed policy,resolved,Resolved on first call,3.0,True
-12958,2024-08-23 10:27:05,18957678522,1,Claims,7,claims,155,6.9,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-12959,2024-08-23 10:34:18,18241551182,2,Billing & Payments,3,billing,122,8.5,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-12960,2024-08-23 10:34:57,13750835362,1,Claims,7,claims,31,8.1,Request payment plan,follow_up_needed,"Information provided, no action needed",3.0,False
-12961,2024-08-23 10:40:23,18603723897,1,Claims,7,claims,127,0.0,Request ID cards,abandoned,Customer abandoned,,False
-12962,2024-08-23 10:42:32,13799712946,0,Speak to Agent,5,general,158,0.0,Payment not processed,abandoned,Customer abandoned,,False
-12963,2024-08-23 11:03:42,15662741863,1,Claims,1,claims,80,6.7,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-12964,2024-08-23 11:51:42,15168825119,3,Policy Changes,5,general,93,9.5,Report accident,resolved,Customer disconnected before resolution,4.0,True
-12965,2024-08-23 12:04:30,19736577595,3,Policy Changes,5,general,122,4.4,Report accident,resolved,Customer disconnected before resolution,4.0,True
-12966,2024-08-23 12:07:08,12096827512,3,Policy Changes,6,general,120,10.9,Cancel policy,follow_up_needed,Policy updated per customer request,3.0,False
-12967,2024-08-23 12:21:27,15182178423,3,Policy Changes,6,general,183,6.1,Ask about deductible,transferred,Callback scheduled for tomorrow,1.0,False
-12968,2024-08-23 12:23:19,17398842481,3,Policy Changes,5,general,304,2.6,Ask about discounts,resolved,Customer requested manager,3.0,True
-12969,2024-08-23 12:44:33,17764756190,0,Speak to Agent,6,general,68,10.3,Update address,follow_up_needed,Customer disconnected before resolution,4.0,False
-12970,2024-08-23 13:36:50,14390135293,2,Billing & Payments,3,billing,88,4.6,Change coverage level,resolved,Resolved on first call,5.0,True
-12971,2024-08-23 13:38:50,15717390870,4,New Quote,6,general,263,6.8,Dispute claim denial,transferred,Payment processed successfully,3.0,False
-12972,2024-08-23 13:51:24,15434552248,3,Policy Changes,5,general,117,3.9,Change coverage level,follow_up_needed,Transferred to supervisor,3.0,False
-12973,2024-08-23 13:53:03,15733768029,0,Speak to Agent,6,general,115,7.8,General coverage question,follow_up_needed,Transferred to supervisor,3.0,False
-12974,2024-08-23 14:03:28,18936796339,2,Billing & Payments,3,billing,38,5.5,Remove vehicle from policy,resolved,Customer disconnected before resolution,3.0,True
-12975,2024-08-23 14:10:11,13587528540,4,New Quote,5,general,102,2.1,General coverage question,transferred,Callback scheduled for tomorrow,4.0,False
-12976,2024-08-23 14:11:26,14058438119,0,Speak to Agent,6,general,29,7.5,Add driver to policy,follow_up_needed,Payment processed successfully,3.0,False
-12977,2024-08-23 14:11:38,15913637505,0,Speak to Agent,5,general,221,7.3,Request ID cards,resolved,Resolved on first call,3.0,True
-12978,2024-08-23 14:22:47,19388163792,1,Claims,7,claims,177,3.2,Request ID cards,resolved,Policy updated per customer request,4.0,True
-12979,2024-08-23 14:32:16,14601825381,2,Billing & Payments,8,billing,220,6.0,Inquire about premium increase,transferred,Customer requested manager,3.0,False
-12980,2024-08-23 14:54:33,13395706647,1,Claims,2,claims,6,10.6,Payment not processed,transferred,Escalated to claims adjuster,3.0,False
-12981,2024-08-23 15:04:01,14727319301,2,Billing & Payments,3,billing,118,8.3,Inquire about premium increase,transferred,Resolved on first call,2.0,False
-12982,2024-08-23 15:07:49,18327291940,1,Claims,1,claims,0,0.0,Update payment method,abandoned,Customer abandoned,,False
-12983,2024-08-23 15:17:13,16022734287,1,Claims,1,claims,62,9.4,Change coverage level,resolved,"Claim filed, reference number provided",3.0,True
-12984,2024-08-23 15:29:10,17035090069,3,Policy Changes,6,general,14,9.6,Change coverage level,transferred,"Claim filed, reference number provided",3.0,False
-12985,2024-08-23 15:31:53,12207667262,1,Claims,2,claims,0,11.4,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-12986,2024-08-23 15:36:21,13483891629,2,Billing & Payments,4,billing,138,0.0,Request ID cards,abandoned,Customer abandoned,,False
-12987,2024-08-23 15:46:05,15936595494,4,New Quote,6,general,55,9.2,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-12988,2024-08-23 15:51:02,12624509148,2,Billing & Payments,8,billing,237,8.8,Claim status inquiry,resolved,"Information provided, no action needed",3.0,True
-12989,2024-08-23 16:04:41,17442857222,0,Speak to Agent,5,general,0,2.0,Claim status inquiry,resolved,"Information provided, no action needed",2.0,True
-12990,2024-08-23 16:12:55,12972712784,1,Claims,2,claims,0,9.1,Change coverage level,resolved,Transferred to supervisor,5.0,True
-12991,2024-08-23 16:24:33,14338475984,0,Speak to Agent,6,general,0,8.2,Change coverage level,resolved,Transferred to supervisor,4.0,True
-12992,2024-08-23 16:30:36,13534515767,2,Billing & Payments,4,billing,17,1.9,Request ID cards,resolved,Escalated to claims adjuster,5.0,True
-12993,2024-08-23 16:32:50,12785147019,2,Billing & Payments,4,billing,253,4.3,Request ID cards,transferred,Payment processed successfully,3.0,False
-12994,2024-08-23 17:35:04,14413997928,0,Speak to Agent,6,general,227,11.7,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-12995,2024-08-23 17:51:02,13086076426,0,Speak to Agent,5,general,277,3.3,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-12996,2024-08-23 18:28:57,16609277065,3,Policy Changes,5,general,152,3.4,Payment not processed,resolved,Escalated to claims adjuster,3.0,True
-12997,2024-08-23 18:36:04,18310949105,0,Speak to Agent,5,general,153,2.1,Cancel policy,follow_up_needed,Transferred to supervisor,4.0,False
-12998,2024-08-23 18:42:09,16809233092,4,New Quote,6,general,174,4.8,Reinstate lapsed policy,follow_up_needed,Customer requested manager,2.0,False
-12999,2024-08-24 09:21:17,19228321112,0,Speak to Agent,5,general,56,9.3,General coverage question,resolved,Payment processed successfully,4.0,True
-13000,2024-08-24 09:40:16,13758306071,3,Policy Changes,5,general,0,11.6,Update payment method,resolved,Policy updated per customer request,4.0,True
-13001,2024-08-24 09:42:58,19896885769,2,Billing & Payments,3,billing,253,3.8,Request payment plan,resolved,Customer disconnected before resolution,3.0,True
-13002,2024-08-24 09:48:25,13355763609,0,Speak to Agent,5,general,31,5.1,Report accident,follow_up_needed,"Claim filed, reference number provided",3.0,False
-13003,2024-08-24 09:51:19,12575574861,0,Speak to Agent,5,general,225,4.7,Remove vehicle from policy,resolved,Customer disconnected before resolution,3.0,True
-13004,2024-08-24 09:54:01,14928351673,3,Policy Changes,6,general,180,8.4,Claim status inquiry,resolved,"Claim filed, reference number provided",3.0,True
-13005,2024-08-24 09:58:45,13170826380,4,New Quote,6,general,131,8.9,Request payment plan,transferred,"Claim filed, reference number provided",3.0,False
-13006,2024-08-24 10:04:53,19929411856,4,New Quote,6,general,33,7.6,Claim status inquiry,resolved,Resolved on first call,2.0,True
-13007,2024-08-24 10:05:45,13831103868,0,Speak to Agent,6,general,226,6.9,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-13008,2024-08-24 10:38:26,12520541254,2,Billing & Payments,8,billing,12,2.3,General coverage question,resolved,Callback scheduled for tomorrow,3.0,True
-13009,2024-08-24 10:43:27,12265053116,3,Policy Changes,5,general,80,7.4,Request proof of insurance,resolved,Escalated to claims adjuster,2.0,True
-13010,2024-08-24 10:51:19,18509363736,4,New Quote,6,general,100,8.5,Inquire about premium increase,follow_up_needed,Resolved on first call,4.0,False
-13011,2024-08-24 10:53:47,14082334511,1,Claims,1,claims,0,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-13012,2024-08-24 10:55:31,19850375143,2,Billing & Payments,3,billing,0,10.0,Payment not processed,resolved,"Information provided, no action needed",5.0,True
-13013,2024-08-24 10:58:38,16411203076,0,Speak to Agent,5,general,156,0.0,Update address,abandoned,Customer abandoned,,False
-13014,2024-08-24 11:08:10,17002865122,3,Policy Changes,5,general,77,0.0,Cancel policy,abandoned,Customer abandoned,,False
-13015,2024-08-24 11:13:24,17612516541,3,Policy Changes,6,general,24,8.7,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-13016,2024-08-24 11:14:54,16173759592,1,Claims,7,claims,37,8.6,Complaint about service,follow_up_needed,"Information provided, no action needed",4.0,False
-13017,2024-08-24 11:27:48,12521391444,3,Policy Changes,5,general,76,2.7,Change coverage level,resolved,"Information provided, no action needed",1.0,True
-13018,2024-08-24 11:28:09,15589117794,4,New Quote,5,general,12,4.7,Payment not processed,resolved,Resolved on first call,4.0,True
-13019,2024-08-24 11:39:23,15498400310,0,Speak to Agent,5,general,151,3.6,Payment not processed,resolved,"Claim filed, reference number provided",4.0,True
-13020,2024-08-24 12:08:22,17071084949,2,Billing & Payments,8,billing,99,6.1,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-13021,2024-08-24 12:15:28,17415504022,2,Billing & Payments,3,billing,83,3.2,Payment not processed,follow_up_needed,Resolved on first call,5.0,False
-13022,2024-08-24 12:22:49,17599191282,4,New Quote,6,general,124,8.4,Request proof of insurance,resolved,Policy updated per customer request,4.0,True
-13023,2024-08-24 12:24:15,18237460064,0,Speak to Agent,5,general,0,8.0,Dispute claim denial,resolved,Customer disconnected before resolution,3.0,True
-13024,2024-08-24 12:34:12,14116372223,1,Claims,2,claims,53,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-13025,2024-08-24 12:43:40,15090422744,4,New Quote,5,general,132,5.4,Request payment plan,resolved,Payment processed successfully,5.0,True
-13026,2024-08-24 12:54:24,14692597323,4,New Quote,6,general,0,8.9,Update address,transferred,Transferred to supervisor,3.0,False
-13027,2024-08-26 07:45:53,16662984216,1,Claims,7,claims,362,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-13028,2024-08-26 08:00:37,17459053052,4,New Quote,5,general,80,4.3,Inquire about premium increase,transferred,Transferred to supervisor,2.0,False
-13029,2024-08-26 08:17:00,17427758099,1,Claims,1,claims,65,6.2,Ask about discounts,resolved,Escalated to claims adjuster,3.0,True
-13030,2024-08-26 08:18:33,15475038011,4,New Quote,6,general,68,10.9,Change coverage level,resolved,"Claim filed, reference number provided",4.0,True
-13031,2024-08-26 08:24:24,19818924520,0,Speak to Agent,6,general,78,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-13032,2024-08-26 08:26:55,16314147960,2,Billing & Payments,4,billing,60,0.0,Payment not processed,abandoned,Customer abandoned,,False
-13033,2024-08-26 08:39:48,15366660595,0,Speak to Agent,6,general,250,5.4,Add driver to policy,resolved,"Claim filed, reference number provided",4.0,True
-13034,2024-08-26 08:42:07,13157045752,4,New Quote,6,general,24,4.9,Payment not processed,resolved,Payment processed successfully,5.0,True
-13035,2024-08-26 08:43:59,19368544454,2,Billing & Payments,4,billing,59,6.8,Request ID cards,resolved,Callback scheduled for tomorrow,5.0,True
-13036,2024-08-26 08:56:11,15193648338,3,Policy Changes,6,general,197,9.8,Remove vehicle from policy,follow_up_needed,"Claim filed, reference number provided",4.0,False
-13037,2024-08-26 08:57:09,14025682083,2,Billing & Payments,4,billing,191,0.5,Request proof of insurance,resolved,Customer requested manager,4.0,True
-13038,2024-08-26 09:03:40,14446864567,1,Claims,2,claims,0,8.7,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-13039,2024-08-26 09:07:45,19075315260,3,Policy Changes,5,general,172,4.6,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-13040,2024-08-26 09:09:45,15804927758,4,New Quote,6,general,205,8.0,Update payment method,transferred,Callback scheduled for tomorrow,3.0,False
-13041,2024-08-26 09:11:03,15567808766,4,New Quote,5,general,238,0.5,Dispute claim denial,resolved,Policy updated per customer request,5.0,True
-13042,2024-08-26 09:13:18,14821479608,0,Speak to Agent,6,general,150,7.7,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",3.0,False
-13043,2024-08-26 09:13:46,17253975032,3,Policy Changes,6,general,81,9.8,Complaint about service,resolved,Customer requested manager,4.0,True
-13044,2024-08-26 09:14:18,17139687472,3,Policy Changes,5,general,46,8.3,General coverage question,resolved,"Information provided, no action needed",4.0,True
-13045,2024-08-26 09:24:04,18803674969,4,New Quote,6,general,301,6.5,Ask about discounts,resolved,Policy updated per customer request,2.0,True
-13046,2024-08-26 09:26:42,15153920079,4,New Quote,6,general,41,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-13047,2024-08-26 09:38:09,19394173362,3,Policy Changes,6,general,69,5.3,Payment not processed,follow_up_needed,Resolved on first call,2.0,False
-13048,2024-08-26 09:39:09,14422620938,1,Claims,7,claims,0,8.2,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-13049,2024-08-26 09:41:52,14515221257,2,Billing & Payments,3,billing,86,2.7,Dispute claim denial,transferred,Escalated to claims adjuster,4.0,False
-13050,2024-08-26 09:44:38,17183934739,4,New Quote,6,general,99,7.2,Inquire about premium increase,follow_up_needed,"Information provided, no action needed",5.0,False
-13051,2024-08-26 10:04:10,16973501515,4,New Quote,6,general,67,5.2,Filing new auto claim,follow_up_needed,"Information provided, no action needed",3.0,False
-13052,2024-08-26 10:19:30,17859979347,1,Claims,7,claims,194,10.4,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-13053,2024-08-26 10:19:48,13111374646,2,Billing & Payments,3,billing,167,8.4,Reinstate lapsed policy,resolved,Escalated to claims adjuster,3.0,True
-13054,2024-08-26 10:22:32,15531079348,2,Billing & Payments,3,billing,135,5.1,Complaint about service,follow_up_needed,Payment processed successfully,3.0,False
-13055,2024-08-26 10:24:37,17824143805,0,Speak to Agent,5,general,309,2.4,Request ID cards,resolved,Payment processed successfully,3.0,True
-13056,2024-08-26 10:36:34,15424168552,4,New Quote,5,general,48,7.9,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-13057,2024-08-26 10:42:51,13858929333,4,New Quote,6,general,221,13.2,Inquire about premium increase,resolved,Customer disconnected before resolution,3.0,True
-13058,2024-08-26 10:52:36,16359402493,1,Claims,2,claims,235,10.5,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-13059,2024-08-26 11:05:00,18561656142,4,New Quote,5,general,89,5.9,Update address,resolved,Escalated to claims adjuster,3.0,True
-13060,2024-08-26 11:11:21,15605765436,3,Policy Changes,6,general,0,8.4,Report accident,follow_up_needed,"Claim filed, reference number provided",4.0,False
-13061,2024-08-26 11:13:48,17000718316,0,Speak to Agent,6,general,102,11.3,Request payment plan,follow_up_needed,Transferred to supervisor,4.0,False
-13062,2024-08-26 11:44:06,12206029204,2,Billing & Payments,8,billing,165,4.4,Update address,resolved,Escalated to claims adjuster,3.0,True
-13063,2024-08-26 11:56:32,14805612888,0,Speak to Agent,5,general,87,6.9,Filing new auto claim,resolved,Customer requested manager,3.0,True
-13064,2024-08-26 11:58:53,16593202142,4,New Quote,5,general,74,9.8,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-13065,2024-08-26 12:18:00,17972120600,4,New Quote,6,general,299,11.5,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,3.0,False
-13066,2024-08-26 12:20:51,12935532772,1,Claims,7,claims,170,4.6,Cancel policy,resolved,Transferred to supervisor,4.0,True
-13067,2024-08-26 12:44:15,13807075476,3,Policy Changes,5,general,49,7.6,Ask about discounts,resolved,Payment processed successfully,3.0,True
-13068,2024-08-26 12:59:11,19665061835,3,Policy Changes,5,general,167,7.5,Payment not processed,follow_up_needed,Policy updated per customer request,2.0,False
-13069,2024-08-26 13:12:38,13421204681,3,Policy Changes,5,general,159,3.2,Ask about deductible,resolved,Payment processed successfully,4.0,True
-13070,2024-08-26 13:17:26,15502666242,0,Speak to Agent,6,general,178,9.9,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-13071,2024-08-26 13:26:44,15225535770,4,New Quote,5,general,193,6.3,Update address,transferred,Resolved on first call,1.0,False
-13072,2024-08-26 13:57:28,14299511019,0,Speak to Agent,6,general,355,10.1,Payment not processed,follow_up_needed,"Claim filed, reference number provided",2.0,False
-13073,2024-08-26 14:19:31,18687703510,3,Policy Changes,6,general,199,6.3,General coverage question,follow_up_needed,Payment processed successfully,3.0,False
-13074,2024-08-26 14:28:30,18771540858,0,Speak to Agent,5,general,90,5.8,Cancel policy,resolved,Customer requested manager,3.0,True
-13075,2024-08-26 14:30:53,12783670863,1,Claims,1,claims,88,9.6,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,3.0,False
-13076,2024-08-26 14:40:40,16116761856,2,Billing & Payments,4,billing,0,4.9,Claim status inquiry,resolved,Customer requested manager,4.0,True
-13077,2024-08-26 14:41:34,13913682822,4,New Quote,5,general,121,5.6,Payment not processed,transferred,"Claim filed, reference number provided",3.0,False
-13078,2024-08-26 14:55:33,14637542853,3,Policy Changes,5,general,114,3.6,Ask about deductible,resolved,"Claim filed, reference number provided",5.0,True
-13079,2024-08-26 14:57:20,19984778173,1,Claims,7,claims,139,6.4,Dispute claim denial,resolved,Transferred to supervisor,5.0,True
-13080,2024-08-26 15:01:24,17391880246,2,Billing & Payments,8,billing,0,3.3,Report accident,resolved,"Information provided, no action needed",2.0,True
-13081,2024-08-26 15:06:34,12517717181,3,Policy Changes,6,general,184,4.7,Change coverage level,resolved,"Claim filed, reference number provided",4.0,True
-13082,2024-08-26 15:26:48,16806795010,3,Policy Changes,5,general,170,1.4,Update payment method,resolved,Policy updated per customer request,4.0,True
-13083,2024-08-26 15:36:39,13332038629,1,Claims,7,claims,70,6.5,Add driver to policy,resolved,Escalated to claims adjuster,5.0,True
-13084,2024-08-26 15:44:53,17083642073,1,Claims,7,claims,88,2.7,Add driver to policy,follow_up_needed,Escalated to claims adjuster,2.0,False
-13085,2024-08-26 16:02:25,15837151956,3,Policy Changes,5,general,143,7.3,Dispute claim denial,resolved,Escalated to claims adjuster,3.0,True
-13086,2024-08-26 16:03:24,14403471314,0,Speak to Agent,6,general,131,7.4,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-13087,2024-08-26 16:04:27,14793232062,3,Policy Changes,6,general,93,9.0,Payment not processed,resolved,Policy updated per customer request,3.0,True
-13088,2024-08-26 16:14:21,12788422390,4,New Quote,5,general,71,4.9,Claim status inquiry,resolved,Customer requested manager,3.0,True
-13089,2024-08-26 16:26:43,18787599615,0,Speak to Agent,6,general,215,9.0,Filing new auto claim,transferred,Customer disconnected before resolution,2.0,False
-13090,2024-08-26 16:31:09,17010985461,4,New Quote,6,general,29,10.3,Change coverage level,transferred,Customer requested manager,1.0,False
-13091,2024-08-26 16:32:15,14922251482,3,Policy Changes,5,general,186,6.6,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-13092,2024-08-26 16:58:33,19057728130,2,Billing & Payments,4,billing,59,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-13093,2024-08-26 17:09:51,12735967203,2,Billing & Payments,3,billing,0,2.7,Payment not processed,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-13094,2024-08-26 17:14:34,17318580219,2,Billing & Payments,3,billing,10,0.5,General coverage question,resolved,Payment processed successfully,5.0,True
-13095,2024-08-26 17:18:57,15002214291,2,Billing & Payments,8,billing,176,5.0,Change coverage level,follow_up_needed,"Claim filed, reference number provided",5.0,False
-13096,2024-08-26 17:28:08,17451606736,0,Speak to Agent,5,general,48,10.2,Ask about deductible,resolved,Policy updated per customer request,3.0,True
-13097,2024-08-26 17:36:12,19721327902,0,Speak to Agent,5,general,52,8.2,Dispute claim denial,resolved,Resolved on first call,4.0,True
-13098,2024-08-26 17:42:46,12125642748,3,Policy Changes,6,general,1,6.7,Payment not processed,resolved,Transferred to supervisor,3.0,True
-13099,2024-08-26 17:47:22,18995169277,2,Billing & Payments,3,billing,23,4.9,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-13100,2024-08-26 17:47:27,19466708764,4,New Quote,6,general,274,7.3,Payment not processed,resolved,Transferred to supervisor,3.0,True
-13101,2024-08-26 18:09:51,18529213463,4,New Quote,5,general,101,7.7,Cancel policy,transferred,"Information provided, no action needed",3.0,False
-13102,2024-08-26 18:12:46,17457111565,4,New Quote,6,general,263,8.4,Complaint about service,follow_up_needed,Payment processed successfully,3.0,False
-13103,2024-08-26 18:15:34,16811748772,3,Policy Changes,5,general,88,6.2,General coverage question,follow_up_needed,"Information provided, no action needed",2.0,False
-13104,2024-08-26 18:30:17,18159724440,3,Policy Changes,5,general,0,4.8,Dispute claim denial,resolved,Payment processed successfully,5.0,True
-13105,2024-08-26 18:40:29,18914090504,4,New Quote,5,general,72,4.0,Report accident,resolved,Callback scheduled for tomorrow,4.0,True
-13106,2024-08-26 18:42:15,12714831348,0,Speak to Agent,6,general,105,7.3,Payment not processed,resolved,"Information provided, no action needed",3.0,True
-13107,2024-08-26 18:52:47,17219729822,2,Billing & Payments,4,billing,145,8.7,Payment not processed,transferred,Customer requested manager,4.0,False
-13108,2024-08-26 18:53:25,12991202766,4,New Quote,5,general,0,5.0,Update payment method,resolved,Transferred to supervisor,3.0,True
-13109,2024-08-26 18:58:22,16298532671,4,New Quote,6,general,75,3.7,Dispute claim denial,resolved,Callback scheduled for tomorrow,1.0,True
-13110,2024-08-27 07:13:45,15139916132,2,Billing & Payments,4,billing,155,5.9,Inquire about premium increase,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-13111,2024-08-27 07:34:39,16373792685,2,Billing & Payments,4,billing,57,4.3,Filing new auto claim,follow_up_needed,Resolved on first call,3.0,False
-13112,2024-08-27 07:43:32,12915346363,4,New Quote,5,general,66,6.4,Request payment plan,resolved,Transferred to supervisor,3.0,True
-13113,2024-08-27 07:51:22,13972407291,1,Claims,2,claims,144,8.2,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-13114,2024-08-27 07:55:07,18625970383,0,Speak to Agent,5,general,3,10.3,Add driver to policy,resolved,"Information provided, no action needed",3.0,True
-13115,2024-08-27 08:07:46,13680702638,4,New Quote,6,general,52,8.2,Request payment plan,resolved,Transferred to supervisor,4.0,True
-13116,2024-08-27 08:11:15,15595167612,3,Policy Changes,6,general,84,8.4,Report accident,resolved,Payment processed successfully,2.0,True
-13117,2024-08-27 08:21:26,17569938595,1,Claims,1,claims,8,6.7,Payment not processed,follow_up_needed,Escalated to claims adjuster,3.0,False
-13118,2024-08-27 08:36:07,19278048081,3,Policy Changes,5,general,143,7.0,Ask about deductible,transferred,Policy updated per customer request,5.0,False
-13119,2024-08-27 08:41:01,13721822216,1,Claims,2,claims,57,5.0,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-13120,2024-08-27 09:16:52,14880482371,0,Speak to Agent,6,general,11,8.7,Claim status inquiry,resolved,Customer requested manager,3.0,True
-13121,2024-08-27 09:17:40,14901492081,0,Speak to Agent,5,general,213,4.7,Cancel policy,resolved,"Claim filed, reference number provided",5.0,True
-13122,2024-08-27 09:33:49,17222974190,3,Policy Changes,5,general,104,3.0,Remove vehicle from policy,resolved,Policy updated per customer request,5.0,True
-13123,2024-08-27 09:45:06,17406537580,4,New Quote,6,general,51,5.9,Ask about discounts,resolved,Escalated to claims adjuster,4.0,True
-13124,2024-08-27 09:59:49,18127218259,0,Speak to Agent,5,general,183,3.9,Filing new auto claim,resolved,Policy updated per customer request,4.0,True
-13125,2024-08-27 10:02:46,12343329293,1,Claims,1,claims,0,11.9,Payment not processed,resolved,Customer disconnected before resolution,4.0,True
-13126,2024-08-27 10:06:49,12300439628,0,Speak to Agent,5,general,34,6.6,Add driver to policy,resolved,Callback scheduled for tomorrow,3.0,True
-13127,2024-08-27 10:09:12,18710293370,1,Claims,7,claims,133,5.9,Ask about discounts,resolved,"Information provided, no action needed",5.0,True
-13128,2024-08-27 10:11:05,12409207198,1,Claims,7,claims,154,13.1,Update payment method,follow_up_needed,Policy updated per customer request,3.0,False
-13129,2024-08-27 10:12:11,16258119810,3,Policy Changes,6,general,179,1.3,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-13130,2024-08-27 10:14:12,14731494041,3,Policy Changes,6,general,0,0.0,Update address,abandoned,Customer abandoned,,False
-13131,2024-08-27 10:17:09,15918199866,3,Policy Changes,5,general,197,0.0,Update address,abandoned,Customer abandoned,,False
-13132,2024-08-27 10:18:10,14833258972,2,Billing & Payments,8,billing,108,4.6,Request payment plan,transferred,"Claim filed, reference number provided",3.0,False
-13133,2024-08-27 10:18:38,14215748039,1,Claims,2,claims,75,11.6,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-13134,2024-08-27 10:25:29,13696448917,2,Billing & Payments,8,billing,336,7.5,Claim status inquiry,resolved,Resolved on first call,4.0,True
-13135,2024-08-27 10:28:52,14732210673,0,Speak to Agent,6,general,188,3.8,Claim status inquiry,resolved,Transferred to supervisor,3.0,True
-13136,2024-08-27 10:38:47,16083255305,1,Claims,1,claims,146,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-13137,2024-08-27 10:40:14,16947591023,0,Speak to Agent,5,general,0,0.5,General coverage question,transferred,Policy updated per customer request,2.0,False
-13138,2024-08-27 10:40:44,13673632670,3,Policy Changes,6,general,0,9.3,Request payment plan,resolved,Payment processed successfully,5.0,True
-13139,2024-08-27 10:48:49,12424254058,2,Billing & Payments,3,billing,82,6.8,Reinstate lapsed policy,resolved,"Information provided, no action needed",3.0,True
-13140,2024-08-27 10:54:12,18453650817,4,New Quote,5,general,174,2.7,Update address,resolved,Transferred to supervisor,5.0,True
-13141,2024-08-27 11:03:28,12663929009,4,New Quote,5,general,230,4.0,Payment not processed,resolved,Escalated to claims adjuster,4.0,True
-13142,2024-08-27 11:14:41,19065564444,0,Speak to Agent,5,general,109,3.8,Add driver to policy,transferred,Transferred to supervisor,3.0,False
-13143,2024-08-27 11:20:55,12971293595,0,Speak to Agent,5,general,141,5.8,Report accident,resolved,"Information provided, no action needed",5.0,True
-13144,2024-08-27 11:27:37,12725445808,2,Billing & Payments,8,billing,41,3.8,Cancel policy,transferred,Transferred to supervisor,3.0,False
-13145,2024-08-27 11:34:26,18057232104,3,Policy Changes,5,general,92,6.4,Ask about deductible,resolved,Customer requested manager,5.0,True
-13146,2024-08-27 11:40:08,12517220083,0,Speak to Agent,6,general,71,8.1,Inquire about premium increase,transferred,Callback scheduled for tomorrow,3.0,False
-13147,2024-08-27 11:49:03,19776430388,2,Billing & Payments,8,billing,56,6.2,Claim status inquiry,resolved,Transferred to supervisor,3.0,True
-13148,2024-08-27 11:52:02,16837244047,4,New Quote,6,general,102,11.2,Report accident,resolved,Resolved on first call,4.0,True
-13149,2024-08-27 12:06:44,19543742385,4,New Quote,5,general,75,7.2,Change coverage level,follow_up_needed,"Claim filed, reference number provided",4.0,False
-13150,2024-08-27 12:07:57,17596605782,0,Speak to Agent,6,general,169,6.8,Inquire about premium increase,transferred,"Claim filed, reference number provided",5.0,False
-13151,2024-08-27 12:12:18,14433611628,1,Claims,1,claims,119,5.6,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-13152,2024-08-27 12:17:59,12462050197,4,New Quote,5,general,0,0.0,Report accident,abandoned,Customer abandoned,,False
-13153,2024-08-27 12:22:39,12966677007,4,New Quote,5,general,131,4.6,Inquire about premium increase,resolved,Callback scheduled for tomorrow,4.0,True
-13154,2024-08-27 12:27:08,19368010768,0,Speak to Agent,6,general,146,6.9,Remove vehicle from policy,resolved,Payment processed successfully,3.0,True
-13155,2024-08-27 12:34:58,17519770896,2,Billing & Payments,8,billing,104,0.5,Reinstate lapsed policy,transferred,"Claim filed, reference number provided",2.0,False
-13156,2024-08-27 13:15:26,18736297608,1,Claims,1,claims,65,6.5,Dispute claim denial,resolved,Policy updated per customer request,3.0,True
-13157,2024-08-27 13:23:32,12926112511,2,Billing & Payments,3,billing,261,5.6,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-13158,2024-08-27 13:48:16,13878483604,0,Speak to Agent,6,general,149,2.7,Add driver to policy,follow_up_needed,Policy updated per customer request,3.0,False
-13159,2024-08-27 14:06:25,14595542324,0,Speak to Agent,6,general,11,13.7,Request payment plan,resolved,Transferred to supervisor,3.0,True
-13160,2024-08-27 14:11:57,19574496239,3,Policy Changes,5,general,0,3.8,Reinstate lapsed policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-13161,2024-08-27 14:17:37,14624494953,0,Speak to Agent,6,general,161,7.5,Filing new auto claim,resolved,Customer disconnected before resolution,3.0,True
-13162,2024-08-27 14:47:17,15983732215,0,Speak to Agent,6,general,206,6.5,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-13163,2024-08-27 15:00:34,13764701887,1,Claims,1,claims,103,4.3,Cancel policy,resolved,Escalated to claims adjuster,3.0,True
-13164,2024-08-27 15:24:20,18317787341,2,Billing & Payments,4,billing,225,6.4,Request proof of insurance,follow_up_needed,"Information provided, no action needed",4.0,False
-13165,2024-08-27 15:29:40,13256822837,3,Policy Changes,6,general,63,9.4,Request ID cards,follow_up_needed,"Information provided, no action needed",2.0,False
-13166,2024-08-27 15:33:53,15073108147,0,Speak to Agent,5,general,148,8.6,Add driver to policy,resolved,Customer disconnected before resolution,4.0,True
-13167,2024-08-27 16:13:07,14528963322,3,Policy Changes,6,general,94,10.1,Add driver to policy,resolved,Resolved on first call,4.0,True
-13168,2024-08-27 16:46:46,14476953122,0,Speak to Agent,6,general,0,8.4,Payment not processed,resolved,Policy updated per customer request,4.0,True
-13169,2024-08-27 17:52:31,15346024718,2,Billing & Payments,8,billing,84,6.8,Change coverage level,resolved,Policy updated per customer request,4.0,True
-13170,2024-08-27 18:26:28,17062929095,2,Billing & Payments,8,billing,213,7.1,Report accident,resolved,"Claim filed, reference number provided",5.0,True
-13171,2024-08-27 18:38:18,18828012399,1,Claims,2,claims,240,9.4,Filing new auto claim,resolved,Transferred to supervisor,5.0,True
-13172,2024-08-27 18:43:53,18254234780,2,Billing & Payments,3,billing,68,7.7,Reinstate lapsed policy,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-13173,2024-08-28 07:03:39,16991474456,1,Claims,2,claims,99,8.8,Update address,resolved,Customer disconnected before resolution,3.0,True
-13174,2024-08-28 07:47:13,13137288168,1,Claims,1,claims,42,5.3,Change coverage level,follow_up_needed,Payment processed successfully,2.0,False
-13175,2024-08-28 07:49:44,17751784859,1,Claims,2,claims,136,9.2,Add driver to policy,transferred,"Claim filed, reference number provided",1.0,False
-13176,2024-08-28 07:57:45,17639389196,2,Billing & Payments,8,billing,248,8.1,Remove vehicle from policy,follow_up_needed,Resolved on first call,5.0,False
-13177,2024-08-28 08:12:30,17262783524,1,Claims,1,claims,307,3.6,Cancel policy,resolved,Customer disconnected before resolution,4.0,True
-13178,2024-08-28 08:18:43,13217108350,4,New Quote,5,general,31,5.7,Update address,resolved,Customer disconnected before resolution,4.0,True
-13179,2024-08-28 08:21:33,17834549724,1,Claims,1,claims,0,4.4,Ask about discounts,resolved,Payment processed successfully,4.0,True
-13180,2024-08-28 08:52:06,15623957478,4,New Quote,5,general,14,3.3,Payment not processed,resolved,Transferred to supervisor,3.0,True
-13181,2024-08-28 08:57:42,14143004816,1,Claims,7,claims,135,5.5,Add driver to policy,follow_up_needed,Policy updated per customer request,3.0,False
-13182,2024-08-28 09:02:20,17186220116,2,Billing & Payments,4,billing,102,6.6,Change coverage level,transferred,Transferred to supervisor,1.0,False
-13183,2024-08-28 09:06:03,17726357639,0,Speak to Agent,6,general,130,8.5,Complaint about service,follow_up_needed,Customer disconnected before resolution,3.0,False
-13184,2024-08-28 09:07:50,16484278923,1,Claims,7,claims,31,6.8,Update payment method,follow_up_needed,"Claim filed, reference number provided",2.0,False
-13185,2024-08-28 09:11:11,16005953076,2,Billing & Payments,8,billing,86,8.7,Change coverage level,resolved,Payment processed successfully,3.0,True
-13186,2024-08-28 09:15:33,18353205534,1,Claims,1,claims,270,8.3,Reinstate lapsed policy,resolved,Payment processed successfully,5.0,True
-13187,2024-08-28 09:22:41,17304737077,1,Claims,1,claims,0,5.2,Ask about deductible,transferred,Escalated to claims adjuster,2.0,False
-13188,2024-08-28 09:28:58,17882710114,4,New Quote,5,general,141,6.6,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-13189,2024-08-28 09:34:52,15197958344,4,New Quote,6,general,82,9.6,Ask about deductible,resolved,"Claim filed, reference number provided",3.0,True
-13190,2024-08-28 09:39:12,12322597428,3,Policy Changes,6,general,90,7.6,Complaint about service,resolved,Customer requested manager,4.0,True
-13191,2024-08-28 09:59:01,12207284065,1,Claims,2,claims,123,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-13192,2024-08-28 10:09:27,14590603828,1,Claims,1,claims,69,10.4,Report accident,transferred,"Claim filed, reference number provided",3.0,False
-13193,2024-08-28 10:13:39,13039475613,1,Claims,2,claims,127,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-13194,2024-08-28 10:16:34,16670113731,0,Speak to Agent,6,general,19,6.0,Add driver to policy,follow_up_needed,Payment processed successfully,3.0,False
-13195,2024-08-28 10:29:13,13762113666,3,Policy Changes,6,general,43,10.4,Add driver to policy,resolved,Customer disconnected before resolution,2.0,True
-13196,2024-08-28 10:33:10,17279965749,1,Claims,7,claims,153,7.4,Request proof of insurance,follow_up_needed,Escalated to claims adjuster,4.0,False
-13197,2024-08-28 10:46:43,17477207940,3,Policy Changes,6,general,208,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-13198,2024-08-28 10:54:08,13106296011,0,Speak to Agent,5,general,163,6.9,Complaint about service,follow_up_needed,Transferred to supervisor,4.0,False
-13199,2024-08-28 11:06:08,16958922289,3,Policy Changes,6,general,93,6.2,Cancel policy,resolved,"Information provided, no action needed",5.0,True
-13200,2024-08-28 11:08:37,14349406196,1,Claims,1,claims,82,5.8,Update payment method,follow_up_needed,"Claim filed, reference number provided",3.0,False
-13201,2024-08-28 11:13:51,14761719260,2,Billing & Payments,4,billing,45,6.5,Complaint about service,follow_up_needed,Customer disconnected before resolution,2.0,False
-13202,2024-08-28 11:14:42,15392048669,1,Claims,7,claims,58,3.6,Inquire about premium increase,resolved,"Information provided, no action needed",2.0,True
-13203,2024-08-28 11:15:14,13910114357,1,Claims,2,claims,76,8.0,Update address,resolved,"Information provided, no action needed",4.0,True
-13204,2024-08-28 11:20:05,14649466204,4,New Quote,6,general,166,10.1,Report accident,resolved,"Claim filed, reference number provided",5.0,True
-13205,2024-08-28 11:40:00,15775732862,4,New Quote,5,general,329,7.4,Update payment method,follow_up_needed,Customer requested manager,4.0,False
-13206,2024-08-28 11:54:27,19243916783,4,New Quote,5,general,0,6.3,Ask about deductible,resolved,Policy updated per customer request,5.0,True
-13207,2024-08-28 11:56:10,17168051805,0,Speak to Agent,6,general,87,7.6,Update address,resolved,Policy updated per customer request,5.0,True
-13208,2024-08-28 11:56:40,13305653477,3,Policy Changes,6,general,0,5.2,Dispute claim denial,resolved,Customer disconnected before resolution,3.0,True
-13209,2024-08-28 12:19:25,16515921493,1,Claims,2,claims,254,7.0,Request proof of insurance,resolved,Escalated to claims adjuster,5.0,True
-13210,2024-08-28 12:21:10,12853952308,0,Speak to Agent,6,general,273,8.9,Update payment method,resolved,Payment processed successfully,3.0,True
-13211,2024-08-28 12:28:00,13968281454,2,Billing & Payments,3,billing,148,3.0,Request ID cards,resolved,"Information provided, no action needed",5.0,True
-13212,2024-08-28 12:53:45,19848735276,3,Policy Changes,5,general,49,3.0,Request payment plan,resolved,Transferred to supervisor,5.0,True
-13213,2024-08-28 13:04:58,19814654629,1,Claims,7,claims,200,7.0,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-13214,2024-08-28 13:26:47,18675721585,1,Claims,1,claims,122,6.7,Update payment method,follow_up_needed,"Information provided, no action needed",2.0,False
-13215,2024-08-28 13:30:05,16097529160,3,Policy Changes,5,general,96,0.5,Cancel policy,transferred,Policy updated per customer request,4.0,False
-13216,2024-08-28 13:42:33,18583949609,1,Claims,2,claims,64,8.2,Update address,resolved,Resolved on first call,3.0,True
-13217,2024-08-28 13:42:56,17645423338,0,Speak to Agent,5,general,203,4.6,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-13218,2024-08-28 13:43:15,19790092951,0,Speak to Agent,6,general,103,8.4,Request ID cards,resolved,Resolved on first call,4.0,True
-13219,2024-08-28 13:49:09,13235336242,0,Speak to Agent,6,general,242,6.6,Request proof of insurance,resolved,Callback scheduled for tomorrow,5.0,True
-13220,2024-08-28 13:53:15,16757706781,1,Claims,2,claims,122,10.3,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-13221,2024-08-28 14:00:37,19358915644,1,Claims,1,claims,108,8.3,Complaint about service,resolved,"Information provided, no action needed",2.0,True
-13222,2024-08-28 14:15:02,15850838230,0,Speak to Agent,5,general,121,5.2,Update address,resolved,Resolved on first call,4.0,True
-13223,2024-08-28 14:16:09,15541230045,1,Claims,1,claims,30,3.7,Inquire about premium increase,resolved,Resolved on first call,3.0,True
-13224,2024-08-28 14:25:15,17883674555,0,Speak to Agent,5,general,296,4.9,Filing new auto claim,follow_up_needed,Customer disconnected before resolution,3.0,False
-13225,2024-08-28 14:25:25,17156672310,0,Speak to Agent,6,general,60,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-13226,2024-08-28 14:28:30,19462778850,2,Billing & Payments,3,billing,123,6.5,Report accident,follow_up_needed,Transferred to supervisor,4.0,False
-13227,2024-08-28 14:40:45,17890084657,3,Policy Changes,6,general,6,12.3,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-13228,2024-08-28 15:18:54,15639003204,0,Speak to Agent,6,general,45,2.5,Report accident,follow_up_needed,Customer disconnected before resolution,3.0,False
-13229,2024-08-28 15:42:03,17829536656,4,New Quote,6,general,59,8.2,General coverage question,transferred,Escalated to claims adjuster,2.0,False
-13230,2024-08-28 15:51:50,15388781727,4,New Quote,6,general,184,4.9,Request ID cards,transferred,Escalated to claims adjuster,4.0,False
-13231,2024-08-28 15:55:45,17885826183,2,Billing & Payments,4,billing,153,5.4,Filing new auto claim,resolved,Callback scheduled for tomorrow,4.0,True
-13232,2024-08-28 16:13:07,17137080332,3,Policy Changes,6,general,120,6.1,Reinstate lapsed policy,resolved,"Information provided, no action needed",3.0,True
-13233,2024-08-28 16:24:37,14669067069,2,Billing & Payments,3,billing,0,5.5,Complaint about service,follow_up_needed,Customer requested manager,2.0,False
-13234,2024-08-28 16:32:10,13977330088,4,New Quote,6,general,124,7.2,Inquire about premium increase,follow_up_needed,Resolved on first call,1.0,False
-13235,2024-08-28 16:33:28,19056789592,4,New Quote,6,general,203,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-13236,2024-08-28 16:36:19,18427412912,0,Speak to Agent,5,general,178,9.2,Report accident,follow_up_needed,Payment processed successfully,3.0,False
-13237,2024-08-28 16:39:20,13526583361,4,New Quote,6,general,193,6.2,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-13238,2024-08-28 16:45:07,15853271519,4,New Quote,6,general,2,10.0,Request ID cards,follow_up_needed,Payment processed successfully,4.0,False
-13239,2024-08-28 16:49:57,17334743113,0,Speak to Agent,5,general,0,3.6,Cancel policy,transferred,"Information provided, no action needed",3.0,False
-13240,2024-08-28 16:52:11,19015618299,2,Billing & Payments,3,billing,206,5.7,Update address,resolved,Customer requested manager,5.0,True
-13241,2024-08-28 16:55:00,13804608171,1,Claims,1,claims,130,9.3,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-13242,2024-08-28 16:56:04,13996641645,2,Billing & Payments,4,billing,31,7.4,Update address,resolved,Escalated to claims adjuster,3.0,True
-13243,2024-08-28 16:56:58,15840300703,2,Billing & Payments,4,billing,188,5.4,Update address,follow_up_needed,Transferred to supervisor,4.0,False
-13244,2024-08-28 17:16:16,12182312534,3,Policy Changes,6,general,122,7.0,Request payment plan,follow_up_needed,Customer disconnected before resolution,2.0,False
-13245,2024-08-28 17:58:28,16459423283,2,Billing & Payments,3,billing,10,4.2,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-13246,2024-08-28 18:25:50,16918283823,2,Billing & Payments,8,billing,81,4.2,Update payment method,transferred,Callback scheduled for tomorrow,2.0,False
-13247,2024-08-28 18:40:34,14897955004,1,Claims,1,claims,291,6.0,Filing new auto claim,resolved,Resolved on first call,5.0,True
-13248,2024-08-28 18:41:54,18060431697,2,Billing & Payments,4,billing,80,5.8,Inquire about premium increase,follow_up_needed,Payment processed successfully,2.0,False
-13249,2024-08-28 18:58:57,13000512184,1,Claims,2,claims,224,7.3,Ask about discounts,resolved,Payment processed successfully,3.0,True
-13250,2024-08-29 07:29:24,17328646303,2,Billing & Payments,3,billing,0,4.0,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-13251,2024-08-29 07:30:28,18348541908,2,Billing & Payments,3,billing,100,5.0,Request ID cards,resolved,Resolved on first call,3.0,True
-13252,2024-08-29 07:40:17,15549682961,1,Claims,7,claims,0,6.1,Reinstate lapsed policy,resolved,Resolved on first call,4.0,True
-13253,2024-08-29 07:49:42,15594253995,3,Policy Changes,5,general,56,6.5,Remove vehicle from policy,follow_up_needed,Customer requested manager,3.0,False
-13254,2024-08-29 08:01:21,17341909067,1,Claims,2,claims,126,7.7,Update address,resolved,"Claim filed, reference number provided",4.0,True
-13255,2024-08-29 08:01:57,18135080198,3,Policy Changes,5,general,101,5.2,Request payment plan,resolved,Transferred to supervisor,5.0,True
-13256,2024-08-29 08:54:45,19471351007,0,Speak to Agent,6,general,290,11.7,Remove vehicle from policy,resolved,Payment processed successfully,3.0,True
-13257,2024-08-29 09:19:21,15650009157,1,Claims,7,claims,139,8.5,Update address,resolved,"Information provided, no action needed",4.0,True
-13258,2024-08-29 09:23:49,17238772539,3,Policy Changes,5,general,116,2.7,Remove vehicle from policy,follow_up_needed,"Claim filed, reference number provided",2.0,False
-13259,2024-08-29 09:42:00,18748375221,4,New Quote,6,general,231,0.0,Payment not processed,abandoned,Customer abandoned,,False
-13260,2024-08-29 09:52:07,12316863900,3,Policy Changes,5,general,231,6.1,Reinstate lapsed policy,resolved,Customer disconnected before resolution,3.0,True
-13261,2024-08-29 10:03:11,18212882013,4,New Quote,5,general,81,5.6,Complaint about service,follow_up_needed,Customer disconnected before resolution,3.0,False
-13262,2024-08-29 10:10:45,15689599975,0,Speak to Agent,5,general,38,7.8,Reinstate lapsed policy,resolved,Resolved on first call,4.0,True
-13263,2024-08-29 10:10:52,15338114921,3,Policy Changes,6,general,0,14.1,Add driver to policy,transferred,Escalated to claims adjuster,3.0,False
-13264,2024-08-29 10:16:22,19780969763,4,New Quote,6,general,57,3.7,Remove vehicle from policy,resolved,"Information provided, no action needed",3.0,True
-13265,2024-08-29 10:24:12,15853741872,4,New Quote,6,general,180,9.5,Payment not processed,resolved,"Information provided, no action needed",3.0,True
-13266,2024-08-29 10:24:22,14483076560,0,Speak to Agent,6,general,14,8.2,Ask about deductible,follow_up_needed,"Information provided, no action needed",4.0,False
-13267,2024-08-29 11:07:43,13263382364,0,Speak to Agent,5,general,98,8.1,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-13268,2024-08-29 11:12:36,14761639696,4,New Quote,6,general,202,11.2,General coverage question,follow_up_needed,Payment processed successfully,4.0,False
-13269,2024-08-29 11:21:51,15387625463,3,Policy Changes,6,general,13,5.2,Report accident,resolved,Payment processed successfully,5.0,True
-13270,2024-08-29 11:26:08,15556842729,3,Policy Changes,6,general,82,11.0,Dispute claim denial,resolved,Customer requested manager,4.0,True
-13271,2024-08-29 11:29:27,14048210836,0,Speak to Agent,5,general,29,4.6,Complaint about service,resolved,Customer disconnected before resolution,5.0,True
-13272,2024-08-29 11:32:14,16300497436,4,New Quote,6,general,0,10.6,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-13273,2024-08-29 11:40:05,13310443543,3,Policy Changes,6,general,197,9.2,Reinstate lapsed policy,resolved,"Information provided, no action needed",1.0,True
-13274,2024-08-29 11:47:01,15106970098,2,Billing & Payments,4,billing,63,1.4,Remove vehicle from policy,resolved,"Claim filed, reference number provided",3.0,True
-13275,2024-08-29 11:50:48,13557712053,1,Claims,2,claims,91,6.9,Ask about deductible,resolved,Customer disconnected before resolution,5.0,True
-13276,2024-08-29 11:52:28,19748002518,0,Speak to Agent,6,general,121,6.7,Report accident,transferred,Transferred to supervisor,3.0,False
-13277,2024-08-29 11:54:54,13758596576,3,Policy Changes,5,general,54,2.4,Report accident,resolved,Transferred to supervisor,3.0,True
-13278,2024-08-29 11:56:26,16686735041,4,New Quote,6,general,136,7.1,General coverage question,resolved,"Information provided, no action needed",5.0,True
-13279,2024-08-29 12:03:48,17282747418,3,Policy Changes,5,general,112,8.3,Complaint about service,resolved,Transferred to supervisor,3.0,True
-13280,2024-08-29 12:11:03,12627306683,3,Policy Changes,6,general,223,2.4,Dispute claim denial,transferred,Resolved on first call,4.0,False
-13281,2024-08-29 12:20:27,18371446737,1,Claims,7,claims,204,3.5,Remove vehicle from policy,resolved,"Information provided, no action needed",3.0,True
-13282,2024-08-29 12:27:11,18174618940,4,New Quote,6,general,111,10.6,Add driver to policy,transferred,Transferred to supervisor,3.0,False
-13283,2024-08-29 12:46:31,19370094730,0,Speak to Agent,5,general,192,4.5,Reinstate lapsed policy,resolved,Policy updated per customer request,4.0,True
-13284,2024-08-29 13:11:57,15409900957,2,Billing & Payments,4,billing,201,8.1,Inquire about premium increase,follow_up_needed,Resolved on first call,4.0,False
-13285,2024-08-29 13:19:43,18688916914,0,Speak to Agent,6,general,248,8.4,General coverage question,resolved,Callback scheduled for tomorrow,5.0,True
-13286,2024-08-29 13:22:33,14866629042,2,Billing & Payments,8,billing,0,1.7,Request ID cards,follow_up_needed,Customer disconnected before resolution,5.0,False
-13287,2024-08-29 13:25:48,12994862589,1,Claims,2,claims,165,6.6,Request proof of insurance,resolved,Resolved on first call,4.0,True
-13288,2024-08-29 13:38:48,19924817287,3,Policy Changes,6,general,317,12.2,Dispute claim denial,resolved,Callback scheduled for tomorrow,4.0,True
-13289,2024-08-29 13:47:59,14803513615,1,Claims,7,claims,49,10.0,Request proof of insurance,resolved,"Information provided, no action needed",1.0,True
-13290,2024-08-29 14:08:48,16987279293,3,Policy Changes,5,general,205,8.1,Payment not processed,resolved,Policy updated per customer request,3.0,True
-13291,2024-08-29 14:13:31,13575268607,4,New Quote,6,general,164,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-13292,2024-08-29 14:25:06,17293331110,1,Claims,7,claims,132,7.2,Request proof of insurance,follow_up_needed,Resolved on first call,3.0,False
-13293,2024-08-29 14:26:46,18301406748,4,New Quote,5,general,247,7.3,Complaint about service,resolved,Payment processed successfully,4.0,True
-13294,2024-08-29 14:45:54,13879766333,1,Claims,7,claims,168,9.6,General coverage question,resolved,Resolved on first call,3.0,True
-13295,2024-08-29 15:17:47,17073091415,3,Policy Changes,6,general,142,7.1,Request proof of insurance,follow_up_needed,Policy updated per customer request,3.0,False
-13296,2024-08-29 15:23:51,17649883923,3,Policy Changes,6,general,169,9.1,Change coverage level,resolved,Transferred to supervisor,4.0,True
-13297,2024-08-29 15:31:50,12376804068,1,Claims,1,claims,196,1.1,Request payment plan,follow_up_needed,Payment processed successfully,3.0,False
-13298,2024-08-29 15:58:27,17490497318,1,Claims,2,claims,0,5.8,Request proof of insurance,resolved,Payment processed successfully,3.0,True
-13299,2024-08-29 16:01:55,12292138056,1,Claims,1,claims,213,10.6,Request ID cards,follow_up_needed,Escalated to claims adjuster,4.0,False
-13300,2024-08-29 16:18:24,15345375510,2,Billing & Payments,4,billing,153,1.4,Remove vehicle from policy,resolved,Resolved on first call,5.0,True
-13301,2024-08-29 16:27:31,13327385298,3,Policy Changes,6,general,236,7.2,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-13302,2024-08-29 16:28:42,14830873503,0,Speak to Agent,6,general,154,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-13303,2024-08-29 16:35:01,18316405922,0,Speak to Agent,6,general,138,4.1,Update payment method,follow_up_needed,Payment processed successfully,4.0,False
-13304,2024-08-29 16:48:30,16256546390,1,Claims,2,claims,77,3.5,Report accident,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-13305,2024-08-29 16:55:40,15048107726,3,Policy Changes,5,general,61,6.6,Update payment method,resolved,Customer requested manager,5.0,True
-13306,2024-08-29 17:49:55,15568170623,3,Policy Changes,5,general,245,1.8,Report accident,transferred,Resolved on first call,3.0,False
-13307,2024-08-29 17:53:54,15156935471,2,Billing & Payments,8,billing,187,0.0,Report accident,abandoned,Customer abandoned,,False
-13308,2024-08-30 07:02:56,18017984695,0,Speak to Agent,6,general,0,7.1,Update address,resolved,Transferred to supervisor,4.0,True
-13309,2024-08-30 07:12:02,18228642841,2,Billing & Payments,4,billing,238,0.0,Update payment method,abandoned,Customer abandoned,,False
-13310,2024-08-30 07:14:22,12247496865,1,Claims,2,claims,159,12.9,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,1.0,False
-13311,2024-08-30 07:17:57,15148877350,3,Policy Changes,5,general,80,0.0,Report accident,abandoned,Customer abandoned,,False
-13312,2024-08-30 07:42:27,16924972646,0,Speak to Agent,6,general,0,0.0,Update address,abandoned,Customer abandoned,,False
-13313,2024-08-30 07:46:27,13479917396,3,Policy Changes,5,general,88,8.5,Inquire about premium increase,transferred,Callback scheduled for tomorrow,4.0,False
-13314,2024-08-30 07:55:36,14676206766,1,Claims,1,claims,88,7.3,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-13315,2024-08-30 08:21:47,19203227555,2,Billing & Payments,4,billing,184,6.7,Request ID cards,follow_up_needed,Policy updated per customer request,3.0,False
-13316,2024-08-30 08:34:29,18280344439,1,Claims,2,claims,273,7.9,Cancel policy,resolved,Customer requested manager,3.0,True
-13317,2024-08-30 09:08:24,16712357659,4,New Quote,5,general,203,4.6,Request proof of insurance,resolved,Escalated to claims adjuster,3.0,True
-13318,2024-08-30 09:17:16,12457526348,4,New Quote,5,general,143,6.4,General coverage question,transferred,"Information provided, no action needed",2.0,False
-13319,2024-08-30 09:22:56,15651104956,3,Policy Changes,6,general,55,8.4,Filing new auto claim,resolved,"Claim filed, reference number provided",5.0,True
-13320,2024-08-30 09:36:25,14967837591,4,New Quote,5,general,159,3.8,Remove vehicle from policy,resolved,Escalated to claims adjuster,4.0,True
-13321,2024-08-30 09:51:41,13392589641,4,New Quote,6,general,269,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-13322,2024-08-30 10:01:43,18294603565,2,Billing & Payments,4,billing,225,4.4,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-13323,2024-08-30 10:05:01,14060582552,4,New Quote,5,general,2,4.7,Request ID cards,follow_up_needed,"Claim filed, reference number provided",2.0,False
-13324,2024-08-30 10:11:25,18155970201,0,Speak to Agent,6,general,205,11.8,Inquire about premium increase,resolved,Escalated to claims adjuster,3.0,True
-13325,2024-08-30 10:26:50,12160934372,3,Policy Changes,5,general,138,6.9,Change coverage level,follow_up_needed,"Claim filed, reference number provided",3.0,False
-13326,2024-08-30 10:32:01,12913038504,2,Billing & Payments,4,billing,153,7.0,Report accident,follow_up_needed,Escalated to claims adjuster,3.0,False
-13327,2024-08-30 10:41:25,15101395341,2,Billing & Payments,8,billing,114,4.9,Update payment method,transferred,Transferred to supervisor,3.0,False
-13328,2024-08-30 10:43:29,18912185767,1,Claims,7,claims,11,5.3,Ask about deductible,transferred,"Claim filed, reference number provided",1.0,False
-13329,2024-08-30 10:46:37,18260408268,3,Policy Changes,5,general,116,9.6,Complaint about service,resolved,"Claim filed, reference number provided",5.0,True
-13330,2024-08-30 11:04:49,12011434511,0,Speak to Agent,5,general,101,5.8,Report accident,resolved,Payment processed successfully,4.0,True
-13331,2024-08-30 11:08:29,14848666496,2,Billing & Payments,4,billing,135,4.9,Request payment plan,resolved,Customer disconnected before resolution,3.0,True
-13332,2024-08-30 11:15:30,17412834156,1,Claims,2,claims,175,5.3,General coverage question,follow_up_needed,Transferred to supervisor,2.0,False
-13333,2024-08-30 11:33:02,12897908943,1,Claims,7,claims,157,4.8,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-13334,2024-08-30 11:46:25,19917596017,0,Speak to Agent,6,general,0,10.2,Reinstate lapsed policy,resolved,"Information provided, no action needed",4.0,True
-13335,2024-08-30 11:46:59,15328964407,3,Policy Changes,5,general,96,7.9,Report accident,resolved,Resolved on first call,3.0,True
-13336,2024-08-30 11:51:25,16246511579,0,Speak to Agent,6,general,254,10.0,Add driver to policy,resolved,Payment processed successfully,4.0,True
-13337,2024-08-30 11:56:52,12586443855,3,Policy Changes,6,general,171,8.0,Change coverage level,resolved,Transferred to supervisor,4.0,True
-13338,2024-08-30 12:33:22,16799655361,0,Speak to Agent,6,general,202,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-13339,2024-08-30 12:39:16,13567631035,4,New Quote,5,general,180,4.3,Filing new auto claim,follow_up_needed,Resolved on first call,3.0,False
-13340,2024-08-30 12:56:13,12984095741,0,Speak to Agent,5,general,48,7.2,Reinstate lapsed policy,transferred,Customer requested manager,4.0,False
-13341,2024-08-30 13:32:51,12195437026,2,Billing & Payments,4,billing,306,10.2,Update payment method,resolved,Policy updated per customer request,2.0,True
-13342,2024-08-30 13:38:18,14240825910,2,Billing & Payments,4,billing,126,4.7,Ask about discounts,resolved,Transferred to supervisor,3.0,True
-13343,2024-08-30 14:46:40,15956368735,0,Speak to Agent,6,general,35,8.1,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-13344,2024-08-30 15:40:32,15907257744,2,Billing & Payments,4,billing,116,8.8,Change coverage level,follow_up_needed,Customer requested manager,1.0,False
-13345,2024-08-30 15:51:05,15544459248,3,Policy Changes,6,general,0,6.6,General coverage question,resolved,Callback scheduled for tomorrow,5.0,True
-13346,2024-08-30 16:24:22,13963786820,3,Policy Changes,6,general,215,10.3,Complaint about service,resolved,"Information provided, no action needed",3.0,True
-13347,2024-08-30 16:25:40,13112956495,0,Speak to Agent,5,general,0,0.0,Report accident,abandoned,Customer abandoned,,False
-13348,2024-08-30 16:33:25,17283386048,2,Billing & Payments,3,billing,92,3.7,Report accident,follow_up_needed,Customer disconnected before resolution,4.0,False
-13349,2024-08-30 16:43:13,18311260188,1,Claims,1,claims,0,0.0,Update address,abandoned,Customer abandoned,,False
-13350,2024-08-30 16:45:10,18755573095,2,Billing & Payments,3,billing,59,6.0,Ask about deductible,follow_up_needed,Policy updated per customer request,3.0,False
-13351,2024-08-30 16:47:52,14070735038,1,Claims,7,claims,87,8.4,Reinstate lapsed policy,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-13352,2024-08-30 16:57:34,16465707758,0,Speak to Agent,6,general,205,8.6,Change coverage level,transferred,Escalated to claims adjuster,2.0,False
-13353,2024-08-30 17:05:42,14643552701,1,Claims,1,claims,97,5.0,Change coverage level,follow_up_needed,Resolved on first call,5.0,False
-13354,2024-08-30 17:09:43,18535162180,1,Claims,1,claims,0,6.3,Inquire about premium increase,transferred,Customer requested manager,2.0,False
-13355,2024-08-30 17:23:02,15800285188,4,New Quote,5,general,39,2.4,Claim status inquiry,resolved,Payment processed successfully,3.0,True
-13356,2024-08-30 17:34:22,14381726323,0,Speak to Agent,6,general,278,10.7,General coverage question,resolved,"Claim filed, reference number provided",3.0,True
-13357,2024-08-30 17:36:56,12577546787,2,Billing & Payments,8,billing,45,4.6,Filing new auto claim,resolved,Policy updated per customer request,4.0,True
-13358,2024-08-30 18:04:39,12733655890,1,Claims,1,claims,189,3.1,Request proof of insurance,follow_up_needed,Customer requested manager,5.0,False
-13359,2024-08-30 18:09:39,12107763972,1,Claims,1,claims,114,4.5,Dispute claim denial,resolved,Callback scheduled for tomorrow,5.0,True
-13360,2024-08-30 18:31:42,18635215316,0,Speak to Agent,6,general,172,13.6,Filing new auto claim,resolved,Policy updated per customer request,4.0,True
-13361,2024-08-30 18:43:53,19234710093,3,Policy Changes,6,general,0,5.3,Dispute claim denial,follow_up_needed,Payment processed successfully,3.0,False
-13362,2024-08-31 09:16:11,15741852171,4,New Quote,6,general,27,10.4,Request payment plan,resolved,Policy updated per customer request,3.0,True
-13363,2024-08-31 09:19:45,17835692197,0,Speak to Agent,6,general,36,3.9,General coverage question,resolved,Escalated to claims adjuster,4.0,True
-13364,2024-08-31 09:31:59,19385292646,4,New Quote,5,general,80,5.6,Payment not processed,transferred,Transferred to supervisor,2.0,False
-13365,2024-08-31 09:40:24,16932346210,3,Policy Changes,6,general,0,4.9,Add driver to policy,resolved,Transferred to supervisor,2.0,True
-13366,2024-08-31 09:41:34,16401697890,2,Billing & Payments,3,billing,90,4.4,Request ID cards,resolved,Customer requested manager,4.0,True
-13367,2024-08-31 09:41:45,15997745353,3,Policy Changes,6,general,117,8.3,Complaint about service,follow_up_needed,Policy updated per customer request,4.0,False
-13368,2024-08-31 09:45:14,12546471546,2,Billing & Payments,3,billing,84,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-13369,2024-08-31 10:10:08,19927775887,2,Billing & Payments,8,billing,71,3.6,Update address,resolved,Resolved on first call,3.0,True
-13370,2024-08-31 10:28:12,19237623602,0,Speak to Agent,5,general,363,6.9,General coverage question,resolved,Policy updated per customer request,5.0,True
-13371,2024-08-31 10:36:15,17487031758,4,New Quote,6,general,171,10.5,Request ID cards,resolved,Resolved on first call,3.0,True
-13372,2024-08-31 10:39:55,18784759860,0,Speak to Agent,6,general,152,1.5,Cancel policy,follow_up_needed,"Claim filed, reference number provided",5.0,False
-13373,2024-08-31 10:42:31,15588933974,0,Speak to Agent,5,general,221,0.8,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-13374,2024-08-31 10:46:22,18376874923,0,Speak to Agent,5,general,183,2.4,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-13375,2024-08-31 10:50:16,15120263305,4,New Quote,5,general,29,0.0,Report accident,abandoned,Customer abandoned,,False
-13376,2024-08-31 10:50:21,16875375806,0,Speak to Agent,6,general,88,9.5,Update payment method,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-13377,2024-08-31 10:54:25,12237835310,1,Claims,7,claims,26,6.8,Complaint about service,follow_up_needed,Transferred to supervisor,4.0,False
-13378,2024-08-31 10:56:13,17796870245,4,New Quote,6,general,69,8.1,Complaint about service,resolved,Transferred to supervisor,4.0,True
-13379,2024-08-31 11:02:26,12891427754,3,Policy Changes,6,general,138,8.2,Cancel policy,resolved,Customer disconnected before resolution,5.0,True
-13380,2024-08-31 11:02:50,13453162539,3,Policy Changes,6,general,290,8.4,Claim status inquiry,resolved,Payment processed successfully,4.0,True
-13381,2024-08-31 11:05:09,14427364272,0,Speak to Agent,5,general,95,3.5,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-13382,2024-08-31 11:07:27,17909901685,4,New Quote,5,general,178,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-13383,2024-08-31 11:16:10,18757121084,0,Speak to Agent,5,general,268,8.4,General coverage question,resolved,Escalated to claims adjuster,4.0,True
-13384,2024-08-31 11:17:06,19659317779,3,Policy Changes,6,general,198,6.2,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-13385,2024-08-31 11:29:07,18273981413,4,New Quote,6,general,144,10.4,Add driver to policy,resolved,Transferred to supervisor,3.0,True
-13386,2024-08-31 11:32:49,12574285212,0,Speak to Agent,5,general,234,4.0,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-13387,2024-08-31 11:33:57,12395886021,4,New Quote,6,general,88,9.3,Add driver to policy,follow_up_needed,Customer requested manager,3.0,False
-13388,2024-08-31 11:40:20,19975077550,1,Claims,1,claims,82,9.6,General coverage question,resolved,Transferred to supervisor,4.0,True
-13389,2024-08-31 11:43:12,14722656422,2,Billing & Payments,8,billing,286,6.1,Request proof of insurance,transferred,Transferred to supervisor,3.0,False
-13390,2024-08-31 11:48:36,15865579073,1,Claims,2,claims,0,5.6,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-13391,2024-08-31 11:56:18,16671349812,0,Speak to Agent,5,general,156,5.8,Report accident,resolved,Policy updated per customer request,2.0,True
-13392,2024-08-31 12:01:21,13533319298,1,Claims,2,claims,147,7.2,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-13393,2024-08-31 12:02:19,15904651983,1,Claims,2,claims,118,8.5,Ask about deductible,transferred,Resolved on first call,3.0,False
-13394,2024-08-31 12:04:11,18471984765,4,New Quote,5,general,177,2.7,Request payment plan,follow_up_needed,Customer disconnected before resolution,3.0,False
-13395,2024-08-31 12:04:55,13139572095,4,New Quote,5,general,54,7.8,Request ID cards,follow_up_needed,Transferred to supervisor,2.0,False
-13396,2024-08-31 12:12:00,19467669963,4,New Quote,6,general,0,8.8,Remove vehicle from policy,resolved,Policy updated per customer request,4.0,True
-13397,2024-08-31 12:20:24,17992433194,0,Speak to Agent,6,general,170,10.2,General coverage question,resolved,Resolved on first call,5.0,True
-13398,2024-08-31 12:47:46,18375899071,1,Claims,1,claims,265,9.3,Remove vehicle from policy,follow_up_needed,Resolved on first call,3.0,False
-13399,2024-08-31 12:47:46,17375154297,1,Claims,1,claims,96,1.2,Dispute claim denial,resolved,Callback scheduled for tomorrow,3.0,True
-13400,2024-08-31 12:50:23,13793113801,1,Claims,2,claims,12,3.1,Request proof of insurance,resolved,Transferred to supervisor,5.0,True
-13401,2024-09-02 07:04:03,12925505386,3,Policy Changes,5,general,76,5.9,Cancel policy,resolved,Callback scheduled for tomorrow,4.0,True
-13402,2024-09-02 07:04:30,14871477651,4,New Quote,5,general,184,5.7,Ask about discounts,follow_up_needed,Customer disconnected before resolution,5.0,False
-13403,2024-09-02 07:31:00,16346896086,2,Billing & Payments,4,billing,13,6.6,Remove vehicle from policy,follow_up_needed,Policy updated per customer request,4.0,False
-13404,2024-09-02 07:47:22,16244017697,4,New Quote,5,general,38,2.4,General coverage question,follow_up_needed,Transferred to supervisor,5.0,False
-13405,2024-09-02 07:49:17,14367891883,1,Claims,2,claims,258,6.8,General coverage question,resolved,"Claim filed, reference number provided",4.0,True
-13406,2024-09-02 07:50:53,16772538339,2,Billing & Payments,8,billing,31,6.9,Inquire about premium increase,follow_up_needed,Payment processed successfully,4.0,False
-13407,2024-09-02 08:00:19,15063812932,3,Policy Changes,5,general,127,4.3,Payment not processed,resolved,Transferred to supervisor,3.0,True
-13408,2024-09-02 08:07:14,14346547599,1,Claims,7,claims,124,4.7,Request payment plan,resolved,"Information provided, no action needed",3.0,True
-13409,2024-09-02 08:22:40,19706464504,2,Billing & Payments,3,billing,63,4.4,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-13410,2024-09-02 08:53:40,16159677010,0,Speak to Agent,6,general,0,9.1,Claim status inquiry,resolved,"Claim filed, reference number provided",5.0,True
-13411,2024-09-02 09:02:02,15154441145,3,Policy Changes,5,general,161,6.5,General coverage question,resolved,Callback scheduled for tomorrow,3.0,True
-13412,2024-09-02 09:17:18,18188785675,0,Speak to Agent,5,general,0,4.1,Cancel policy,transferred,Customer requested manager,2.0,False
-13413,2024-09-02 09:24:10,13607504425,2,Billing & Payments,4,billing,157,3.9,Reinstate lapsed policy,resolved,"Information provided, no action needed",5.0,True
-13414,2024-09-02 09:31:40,17970704929,0,Speak to Agent,6,general,227,7.1,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-13415,2024-09-02 09:35:00,14128628308,2,Billing & Payments,8,billing,0,7.9,Dispute claim denial,resolved,Payment processed successfully,4.0,True
-13416,2024-09-02 09:36:17,16764501374,2,Billing & Payments,8,billing,127,2.3,Request payment plan,follow_up_needed,"Claim filed, reference number provided",3.0,False
-13417,2024-09-02 09:37:54,19757434102,0,Speak to Agent,6,general,95,11.9,Cancel policy,resolved,"Information provided, no action needed",5.0,True
-13418,2024-09-02 09:40:44,12629100327,2,Billing & Payments,4,billing,217,3.0,Claim status inquiry,resolved,Escalated to claims adjuster,3.0,True
-13419,2024-09-02 09:41:16,15697850046,1,Claims,1,claims,370,3.4,Request proof of insurance,follow_up_needed,Escalated to claims adjuster,1.0,False
-13420,2024-09-02 09:55:56,18177293055,1,Claims,7,claims,0,5.8,Complaint about service,transferred,"Claim filed, reference number provided",3.0,False
-13421,2024-09-02 10:08:09,13164701842,1,Claims,2,claims,0,10.3,Request proof of insurance,resolved,Customer disconnected before resolution,3.0,True
-13422,2024-09-02 10:09:44,19360094986,2,Billing & Payments,8,billing,27,5.7,Complaint about service,transferred,Customer requested manager,3.0,False
-13423,2024-09-02 10:11:56,12643499388,2,Billing & Payments,8,billing,81,8.3,Change coverage level,follow_up_needed,Resolved on first call,3.0,False
-13424,2024-09-02 10:30:17,17176021225,0,Speak to Agent,5,general,102,3.7,Request ID cards,resolved,Policy updated per customer request,3.0,True
-13425,2024-09-02 10:33:45,12127743108,1,Claims,2,claims,134,5.0,Request payment plan,resolved,Resolved on first call,5.0,True
-13426,2024-09-02 10:41:05,18926443394,2,Billing & Payments,3,billing,91,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-13427,2024-09-02 10:44:09,16744679408,1,Claims,1,claims,213,8.3,Add driver to policy,resolved,Escalated to claims adjuster,5.0,True
-13428,2024-09-02 10:44:20,16505065678,1,Claims,7,claims,20,2.3,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-13429,2024-09-02 10:49:41,15027114549,0,Speak to Agent,5,general,224,3.1,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-13430,2024-09-02 10:53:51,15207355113,2,Billing & Payments,4,billing,178,4.5,Ask about discounts,resolved,Payment processed successfully,3.0,True
-13431,2024-09-02 11:00:18,13290461246,0,Speak to Agent,5,general,36,0.5,Cancel policy,follow_up_needed,Payment processed successfully,3.0,False
-13432,2024-09-02 11:04:52,15515308509,3,Policy Changes,5,general,217,2.9,Request payment plan,resolved,Policy updated per customer request,5.0,True
-13433,2024-09-02 11:16:42,15121448227,3,Policy Changes,6,general,197,7.1,Request proof of insurance,follow_up_needed,"Information provided, no action needed",3.0,False
-13434,2024-09-02 11:27:27,14686057213,1,Claims,1,claims,264,4.4,Report accident,resolved,Callback scheduled for tomorrow,5.0,True
-13435,2024-09-02 11:31:04,13408397017,1,Claims,2,claims,9,9.4,Complaint about service,resolved,"Claim filed, reference number provided",3.0,True
-13436,2024-09-02 11:33:33,13833592624,2,Billing & Payments,4,billing,149,4.2,General coverage question,resolved,Policy updated per customer request,3.0,True
-13437,2024-09-02 11:41:57,15450894139,2,Billing & Payments,3,billing,131,0.5,Payment not processed,follow_up_needed,Resolved on first call,5.0,False
-13438,2024-09-02 11:48:42,12454702079,1,Claims,7,claims,0,4.6,Filing new auto claim,resolved,Resolved on first call,4.0,True
-13439,2024-09-02 11:51:18,14314549769,4,New Quote,6,general,174,10.4,Update payment method,resolved,Transferred to supervisor,3.0,True
-13440,2024-09-02 11:53:01,17335697307,3,Policy Changes,5,general,18,7.5,Report accident,resolved,Customer requested manager,5.0,True
-13441,2024-09-02 12:01:12,19309293560,2,Billing & Payments,3,billing,0,11.1,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-13442,2024-09-02 12:37:18,12451114761,3,Policy Changes,5,general,37,2.5,Report accident,resolved,Resolved on first call,5.0,True
-13443,2024-09-02 12:43:10,12239375254,0,Speak to Agent,5,general,0,0.5,Request ID cards,transferred,Policy updated per customer request,2.0,False
-13444,2024-09-02 13:22:51,16673176947,3,Policy Changes,5,general,316,0.0,Change coverage level,abandoned,Customer abandoned,,False
-13445,2024-09-02 14:08:15,16291047764,2,Billing & Payments,3,billing,175,5.0,Update address,resolved,"Information provided, no action needed",5.0,True
-13446,2024-09-02 14:10:43,16112340590,0,Speak to Agent,5,general,103,6.9,Reinstate lapsed policy,resolved,"Information provided, no action needed",4.0,True
-13447,2024-09-02 14:21:32,18294922373,4,New Quote,5,general,95,1.1,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-13448,2024-09-02 14:22:48,19451262396,2,Billing & Payments,8,billing,280,6.7,Inquire about premium increase,resolved,Escalated to claims adjuster,2.0,True
-13449,2024-09-02 14:35:43,16418368097,4,New Quote,5,general,149,5.1,Reinstate lapsed policy,resolved,Customer requested manager,3.0,True
-13450,2024-09-02 15:19:06,19623195159,4,New Quote,6,general,13,5.9,Ask about discounts,follow_up_needed,"Claim filed, reference number provided",4.0,False
-13451,2024-09-02 15:36:02,12636009711,4,New Quote,5,general,0,4.9,Filing new auto claim,resolved,Callback scheduled for tomorrow,3.0,True
-13452,2024-09-02 15:39:23,19522357003,3,Policy Changes,5,general,45,7.4,Reinstate lapsed policy,transferred,Customer disconnected before resolution,4.0,False
-13453,2024-09-02 15:44:00,16435350298,3,Policy Changes,6,general,64,5.3,Ask about deductible,transferred,"Information provided, no action needed",3.0,False
-13454,2024-09-02 15:51:33,14635936943,4,New Quote,6,general,98,5.6,Ask about deductible,follow_up_needed,Payment processed successfully,1.0,False
-13455,2024-09-02 16:09:52,13597671040,0,Speak to Agent,6,general,59,9.2,Add driver to policy,resolved,Customer requested manager,4.0,True
-13456,2024-09-02 16:18:41,19474747088,0,Speak to Agent,5,general,125,2.3,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-13457,2024-09-02 16:24:07,13105663736,3,Policy Changes,6,general,30,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-13458,2024-09-02 16:29:37,19818743979,1,Claims,7,claims,20,3.6,Inquire about premium increase,resolved,"Claim filed, reference number provided",4.0,True
-13459,2024-09-02 16:34:32,14764366305,4,New Quote,6,general,46,9.6,Request proof of insurance,follow_up_needed,Customer disconnected before resolution,3.0,False
-13460,2024-09-02 16:37:07,18251009621,2,Billing & Payments,4,billing,90,8.7,Complaint about service,resolved,Policy updated per customer request,4.0,True
-13461,2024-09-02 16:41:48,15519661528,1,Claims,2,claims,218,7.5,Update address,resolved,Policy updated per customer request,4.0,True
-13462,2024-09-02 16:46:53,13214212042,3,Policy Changes,5,general,50,5.7,Claim status inquiry,follow_up_needed,Customer requested manager,3.0,False
-13463,2024-09-02 17:00:41,15642046970,0,Speak to Agent,6,general,152,8.3,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-13464,2024-09-02 17:00:54,15950388858,2,Billing & Payments,8,billing,292,1.7,Payment not processed,follow_up_needed,Policy updated per customer request,3.0,False
-13465,2024-09-02 17:13:25,18727413757,1,Claims,2,claims,144,8.7,Payment not processed,resolved,Customer requested manager,4.0,True
-13466,2024-09-02 18:05:59,18886490618,3,Policy Changes,6,general,0,4.4,Update payment method,follow_up_needed,"Claim filed, reference number provided",4.0,False
-13467,2024-09-02 18:08:47,12131218470,0,Speak to Agent,6,general,105,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-13468,2024-09-02 18:22:27,12933911359,2,Billing & Payments,8,billing,136,3.7,Report accident,resolved,Resolved on first call,2.0,True
-13469,2024-09-02 18:33:59,18921289021,2,Billing & Payments,3,billing,37,8.1,Reinstate lapsed policy,resolved,"Information provided, no action needed",5.0,True
-13470,2024-09-02 18:36:18,17199509683,2,Billing & Payments,8,billing,29,9.6,Inquire about premium increase,resolved,Callback scheduled for tomorrow,4.0,True
-13471,2024-09-03 07:12:32,19565596023,3,Policy Changes,5,general,106,3.2,Cancel policy,transferred,Resolved on first call,3.0,False
-13472,2024-09-03 07:17:17,15889559903,0,Speak to Agent,5,general,107,8.5,Remove vehicle from policy,transferred,Transferred to supervisor,3.0,False
-13473,2024-09-03 07:46:42,12717812953,1,Claims,7,claims,117,8.8,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-13474,2024-09-03 08:24:12,12843495863,2,Billing & Payments,3,billing,46,5.9,Cancel policy,resolved,"Information provided, no action needed",4.0,True
-13475,2024-09-03 08:27:15,16519968805,4,New Quote,5,general,138,2.9,Update payment method,transferred,"Information provided, no action needed",3.0,False
-13476,2024-09-03 08:33:25,15987221734,0,Speak to Agent,5,general,123,7.0,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-13477,2024-09-03 08:35:57,16751801852,1,Claims,1,claims,0,6.3,Filing new auto claim,resolved,Escalated to claims adjuster,3.0,True
-13478,2024-09-03 08:58:04,14642766913,2,Billing & Payments,8,billing,30,6.2,Update payment method,resolved,Payment processed successfully,5.0,True
-13479,2024-09-03 09:07:47,17302531337,4,New Quote,5,general,38,7.9,Request proof of insurance,resolved,"Claim filed, reference number provided",5.0,True
-13480,2024-09-03 09:15:42,12627755968,2,Billing & Payments,4,billing,168,10.1,Ask about discounts,follow_up_needed,Payment processed successfully,2.0,False
-13481,2024-09-03 09:21:01,12068037844,3,Policy Changes,6,general,342,7.8,Remove vehicle from policy,resolved,Policy updated per customer request,4.0,True
-13482,2024-09-03 09:32:24,17777079448,0,Speak to Agent,6,general,115,5.9,Claim status inquiry,resolved,Policy updated per customer request,5.0,True
-13483,2024-09-03 09:43:00,18226131105,4,New Quote,6,general,146,7.5,Payment not processed,follow_up_needed,Resolved on first call,4.0,False
-13484,2024-09-03 09:43:52,13747327059,3,Policy Changes,5,general,109,5.3,Cancel policy,resolved,Policy updated per customer request,4.0,True
-13485,2024-09-03 09:46:00,12358155919,0,Speak to Agent,5,general,117,0.0,General coverage question,abandoned,Customer abandoned,,False
-13486,2024-09-03 09:46:40,12890980876,3,Policy Changes,5,general,0,3.6,Request ID cards,follow_up_needed,Resolved on first call,4.0,False
-13487,2024-09-03 09:47:56,19146611530,0,Speak to Agent,5,general,150,9.0,Report accident,resolved,Policy updated per customer request,5.0,True
-13488,2024-09-03 09:51:02,19179693003,1,Claims,2,claims,119,2.3,Complaint about service,resolved,"Claim filed, reference number provided",2.0,True
-13489,2024-09-03 09:55:15,19397257778,0,Speak to Agent,6,general,57,2.8,Request ID cards,resolved,Payment processed successfully,3.0,True
-13490,2024-09-03 09:56:53,19364986471,3,Policy Changes,5,general,171,6.5,Request proof of insurance,resolved,Customer requested manager,4.0,True
-13491,2024-09-03 09:59:06,18603843241,3,Policy Changes,6,general,60,8.0,Request proof of insurance,transferred,"Claim filed, reference number provided",4.0,False
-13492,2024-09-03 10:08:06,17138316091,4,New Quote,5,general,33,0.5,Payment not processed,resolved,Customer disconnected before resolution,4.0,True
-13493,2024-09-03 10:20:11,15769509777,0,Speak to Agent,5,general,109,6.0,Add driver to policy,resolved,"Information provided, no action needed",4.0,True
-13494,2024-09-03 10:59:29,16990650957,1,Claims,7,claims,23,4.5,Change coverage level,follow_up_needed,Payment processed successfully,5.0,False
-13495,2024-09-03 11:01:51,19411133072,1,Claims,7,claims,144,4.6,Request payment plan,follow_up_needed,Resolved on first call,3.0,False
-13496,2024-09-03 11:08:04,16323398374,1,Claims,7,claims,137,5.6,Complaint about service,resolved,Policy updated per customer request,3.0,True
-13497,2024-09-03 11:10:25,16110442183,2,Billing & Payments,4,billing,231,7.9,General coverage question,follow_up_needed,Policy updated per customer request,2.0,False
-13498,2024-09-03 11:31:11,16674105986,0,Speak to Agent,5,general,268,9.4,Ask about deductible,resolved,Resolved on first call,3.0,True
-13499,2024-09-03 11:37:34,17700755968,3,Policy Changes,5,general,70,2.0,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-13500,2024-09-03 11:39:38,18821130899,4,New Quote,6,general,109,9.7,Request payment plan,resolved,"Information provided, no action needed",5.0,True
-13501,2024-09-03 11:46:54,12756705781,3,Policy Changes,5,general,279,6.4,Payment not processed,resolved,"Information provided, no action needed",3.0,True
-13502,2024-09-03 12:06:25,14521669522,1,Claims,7,claims,151,6.3,Remove vehicle from policy,resolved,Transferred to supervisor,5.0,True
-13503,2024-09-03 12:14:06,13197217163,2,Billing & Payments,8,billing,43,8.4,Ask about discounts,follow_up_needed,Escalated to claims adjuster,4.0,False
-13504,2024-09-03 12:35:15,19010632827,1,Claims,2,claims,226,0.0,Change coverage level,abandoned,Customer abandoned,,False
-13505,2024-09-03 12:39:59,17300653403,4,New Quote,6,general,172,5.9,Payment not processed,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-13506,2024-09-03 12:40:09,14332892219,3,Policy Changes,5,general,258,4.4,Ask about deductible,resolved,Resolved on first call,4.0,True
-13507,2024-09-03 12:53:01,12158801442,3,Policy Changes,5,general,160,4.3,Update address,follow_up_needed,Resolved on first call,4.0,False
-13508,2024-09-03 13:00:57,14947371356,4,New Quote,5,general,132,4.8,Change coverage level,transferred,Resolved on first call,4.0,False
-13509,2024-09-03 13:06:45,15247776711,3,Policy Changes,5,general,79,0.0,Report accident,abandoned,Customer abandoned,,False
-13510,2024-09-03 13:30:00,19551103064,0,Speak to Agent,6,general,147,12.0,Payment not processed,follow_up_needed,Customer disconnected before resolution,3.0,False
-13511,2024-09-03 13:33:08,13794613883,1,Claims,7,claims,145,2.9,Dispute claim denial,resolved,Resolved on first call,4.0,True
-13512,2024-09-03 13:36:20,13267423646,4,New Quote,5,general,78,0.0,Request ID cards,abandoned,Customer abandoned,,False
-13513,2024-09-03 14:11:04,13008762721,0,Speak to Agent,5,general,38,5.8,Request proof of insurance,follow_up_needed,"Information provided, no action needed",3.0,False
-13514,2024-09-03 14:16:13,15973755704,0,Speak to Agent,6,general,65,9.2,Ask about deductible,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-13515,2024-09-03 14:20:09,14051050869,4,New Quote,5,general,37,5.2,Claim status inquiry,transferred,Payment processed successfully,2.0,False
-13516,2024-09-03 14:32:43,13219015749,2,Billing & Payments,4,billing,72,5.3,Remove vehicle from policy,follow_up_needed,Payment processed successfully,4.0,False
-13517,2024-09-03 14:39:59,16135973666,3,Policy Changes,5,general,264,4.1,Report accident,follow_up_needed,Transferred to supervisor,4.0,False
-13518,2024-09-03 14:55:24,13915746726,4,New Quote,5,general,53,8.7,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-13519,2024-09-03 14:56:41,19349772447,1,Claims,7,claims,0,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-13520,2024-09-03 15:02:42,12625840755,2,Billing & Payments,3,billing,97,5.9,Filing new auto claim,follow_up_needed,"Claim filed, reference number provided",4.0,False
-13521,2024-09-03 15:17:58,12784086752,0,Speak to Agent,5,general,13,4.3,Filing new auto claim,resolved,Customer disconnected before resolution,3.0,True
-13522,2024-09-03 15:26:35,13592622607,1,Claims,7,claims,0,4.6,Change coverage level,transferred,Resolved on first call,2.0,False
-13523,2024-09-03 16:21:28,19156886275,1,Claims,7,claims,204,6.8,Request ID cards,follow_up_needed,Transferred to supervisor,4.0,False
-13524,2024-09-03 16:31:50,17252237727,1,Claims,2,claims,110,9.6,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-13525,2024-09-03 16:42:55,17714848059,1,Claims,7,claims,200,5.1,Update payment method,follow_up_needed,Resolved on first call,4.0,False
-13526,2024-09-03 16:54:02,16902390784,4,New Quote,5,general,122,2.6,Claim status inquiry,transferred,Callback scheduled for tomorrow,2.0,False
-13527,2024-09-03 17:09:25,19246985591,0,Speak to Agent,6,general,302,6.4,Update address,follow_up_needed,Payment processed successfully,4.0,False
-13528,2024-09-03 17:21:40,17956275439,3,Policy Changes,5,general,59,6.5,Remove vehicle from policy,resolved,Payment processed successfully,5.0,True
-13529,2024-09-03 17:44:18,14269476873,3,Policy Changes,5,general,91,4.8,Request proof of insurance,resolved,Callback scheduled for tomorrow,3.0,True
-13530,2024-09-03 17:46:10,18336039782,3,Policy Changes,5,general,119,3.6,Report accident,follow_up_needed,Payment processed successfully,3.0,False
-13531,2024-09-03 17:53:51,15161875795,1,Claims,7,claims,22,5.8,Cancel policy,resolved,"Information provided, no action needed",5.0,True
-13532,2024-09-03 18:19:43,19363299577,1,Claims,1,claims,25,6.5,Reinstate lapsed policy,resolved,Escalated to claims adjuster,3.0,True
-13533,2024-09-03 18:27:25,13835635089,0,Speak to Agent,6,general,125,7.4,Filing new auto claim,resolved,Customer disconnected before resolution,5.0,True
-13534,2024-09-03 18:31:58,19177347964,4,New Quote,5,general,189,10.4,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-13535,2024-09-04 07:05:13,17193859949,4,New Quote,6,general,121,6.1,Update address,resolved,"Claim filed, reference number provided",4.0,True
-13536,2024-09-04 07:32:58,13496612167,1,Claims,1,claims,138,0.0,Report accident,abandoned,Customer abandoned,,False
-13537,2024-09-04 07:52:09,13665840248,0,Speak to Agent,6,general,0,11.1,Update payment method,resolved,Resolved on first call,2.0,True
-13538,2024-09-04 08:21:33,13419297817,1,Claims,7,claims,146,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-13539,2024-09-04 08:26:06,16619503037,3,Policy Changes,6,general,80,14.0,Request payment plan,resolved,"Claim filed, reference number provided",5.0,True
-13540,2024-09-04 08:36:20,15603981773,3,Policy Changes,6,general,11,8.2,Ask about deductible,resolved,Transferred to supervisor,3.0,True
-13541,2024-09-04 08:53:20,17599040362,4,New Quote,5,general,0,5.5,Claim status inquiry,resolved,Policy updated per customer request,5.0,True
-13542,2024-09-04 09:00:15,18194006140,4,New Quote,6,general,79,7.6,Ask about discounts,resolved,Callback scheduled for tomorrow,5.0,True
-13543,2024-09-04 09:12:29,16107526990,3,Policy Changes,6,general,269,6.9,Cancel policy,resolved,Payment processed successfully,5.0,True
-13544,2024-09-04 09:12:49,14982545542,2,Billing & Payments,4,billing,176,3.8,Update payment method,transferred,Policy updated per customer request,2.0,False
-13545,2024-09-04 09:18:01,14529794289,4,New Quote,6,general,242,6.4,Change coverage level,transferred,Resolved on first call,1.0,False
-13546,2024-09-04 09:24:54,18666876488,0,Speak to Agent,6,general,98,7.4,Inquire about premium increase,resolved,Callback scheduled for tomorrow,3.0,True
-13547,2024-09-04 09:46:37,12825347080,2,Billing & Payments,8,billing,175,5.6,Add driver to policy,resolved,Policy updated per customer request,3.0,True
-13548,2024-09-04 09:52:21,18109737561,1,Claims,7,claims,105,5.2,Ask about deductible,resolved,Resolved on first call,4.0,True
-13549,2024-09-04 09:59:25,16567419620,4,New Quote,6,general,223,9.7,Ask about deductible,resolved,"Claim filed, reference number provided",5.0,True
-13550,2024-09-04 10:01:16,12999336353,2,Billing & Payments,4,billing,127,8.9,Inquire about premium increase,transferred,Transferred to supervisor,1.0,False
-13551,2024-09-04 10:23:34,18175668019,3,Policy Changes,5,general,51,9.7,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-13552,2024-09-04 10:28:30,13929456799,3,Policy Changes,5,general,225,5.3,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-13553,2024-09-04 10:37:34,19288569857,1,Claims,7,claims,9,7.9,Change coverage level,resolved,Resolved on first call,4.0,True
-13554,2024-09-04 10:44:27,13968364168,0,Speak to Agent,6,general,314,8.1,Request ID cards,resolved,Policy updated per customer request,5.0,True
-13555,2024-09-04 10:47:18,14428954975,4,New Quote,5,general,145,5.3,Dispute claim denial,follow_up_needed,Payment processed successfully,3.0,False
-13556,2024-09-04 10:48:23,18956438053,1,Claims,1,claims,161,2.0,Change coverage level,follow_up_needed,Escalated to claims adjuster,2.0,False
-13557,2024-09-04 10:50:46,15178345856,4,New Quote,5,general,0,7.7,Ask about deductible,follow_up_needed,Policy updated per customer request,3.0,False
-13558,2024-09-04 11:04:39,14585786456,4,New Quote,6,general,0,8.6,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-13559,2024-09-04 11:08:12,16989673201,0,Speak to Agent,6,general,198,9.2,Complaint about service,transferred,Callback scheduled for tomorrow,3.0,False
-13560,2024-09-04 11:11:52,15960707317,1,Claims,7,claims,0,10.5,Request ID cards,resolved,Payment processed successfully,2.0,True
-13561,2024-09-04 11:17:31,15563479202,0,Speak to Agent,5,general,87,2.7,Inquire about premium increase,resolved,"Claim filed, reference number provided",5.0,True
-13562,2024-09-04 11:38:30,12115375274,2,Billing & Payments,8,billing,200,2.6,Payment not processed,transferred,Resolved on first call,3.0,False
-13563,2024-09-04 11:43:25,12196014205,2,Billing & Payments,4,billing,62,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-13564,2024-09-04 11:44:18,16902723683,1,Claims,1,claims,0,10.0,Update address,transferred,Customer requested manager,4.0,False
-13565,2024-09-04 12:22:57,13280876667,1,Claims,7,claims,193,1.5,Inquire about premium increase,resolved,Escalated to claims adjuster,2.0,True
-13566,2024-09-04 12:47:43,12620332720,3,Policy Changes,6,general,40,7.4,Complaint about service,resolved,"Claim filed, reference number provided",4.0,True
-13567,2024-09-04 12:56:26,14456242547,4,New Quote,6,general,2,5.8,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-13568,2024-09-04 13:16:35,18369093191,0,Speak to Agent,5,general,175,9.2,Request proof of insurance,resolved,Transferred to supervisor,5.0,True
-13569,2024-09-04 13:51:37,12067290232,3,Policy Changes,6,general,53,9.6,Update payment method,resolved,Resolved on first call,3.0,True
-13570,2024-09-04 13:55:53,12328362247,4,New Quote,6,general,186,6.7,Add driver to policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-13571,2024-09-04 14:18:08,19632917527,1,Claims,7,claims,181,0.0,Report accident,abandoned,Customer abandoned,,False
-13572,2024-09-04 14:26:24,17091678988,4,New Quote,5,general,0,4.2,Request payment plan,resolved,Policy updated per customer request,5.0,True
-13573,2024-09-04 14:46:03,14981560739,2,Billing & Payments,8,billing,269,3.9,Filing new auto claim,resolved,Payment processed successfully,3.0,True
-13574,2024-09-04 14:55:49,12626472602,1,Claims,2,claims,7,9.1,Request payment plan,follow_up_needed,Escalated to claims adjuster,2.0,False
-13575,2024-09-04 15:10:24,14342001300,1,Claims,2,claims,144,8.0,Add driver to policy,resolved,Customer disconnected before resolution,5.0,True
-13576,2024-09-04 15:15:58,12088929448,0,Speak to Agent,5,general,0,0.8,Remove vehicle from policy,transferred,Escalated to claims adjuster,3.0,False
-13577,2024-09-04 15:22:38,13193894835,0,Speak to Agent,5,general,125,4.2,Remove vehicle from policy,resolved,Customer disconnected before resolution,3.0,True
-13578,2024-09-04 15:44:34,14538806041,0,Speak to Agent,6,general,203,0.0,Change coverage level,abandoned,Customer abandoned,,False
-13579,2024-09-04 15:50:31,15611266436,2,Billing & Payments,3,billing,61,4.8,Payment not processed,follow_up_needed,Resolved on first call,3.0,False
-13580,2024-09-04 16:03:04,13661218619,0,Speak to Agent,6,general,280,8.0,Request payment plan,resolved,Resolved on first call,4.0,True
-13581,2024-09-04 16:07:02,14576889258,1,Claims,2,claims,142,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-13582,2024-09-04 16:15:29,16799625817,3,Policy Changes,5,general,174,3.1,Request payment plan,resolved,Resolved on first call,2.0,True
-13583,2024-09-04 16:41:33,18051725849,3,Policy Changes,5,general,0,6.7,Cancel policy,resolved,"Information provided, no action needed",3.0,True
-13584,2024-09-04 16:58:13,13734270573,2,Billing & Payments,4,billing,126,6.3,Update address,resolved,Customer requested manager,3.0,True
-13585,2024-09-04 17:06:59,15925655954,3,Policy Changes,5,general,177,4.5,Add driver to policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-13586,2024-09-04 17:21:07,16167764469,0,Speak to Agent,5,general,43,5.3,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-13587,2024-09-04 17:22:53,19593224532,3,Policy Changes,5,general,0,3.5,Cancel policy,resolved,"Claim filed, reference number provided",3.0,True
-13588,2024-09-04 18:00:33,18357692003,0,Speak to Agent,5,general,271,3.3,Filing new auto claim,resolved,Escalated to claims adjuster,2.0,True
-13589,2024-09-04 18:22:46,12671877212,0,Speak to Agent,5,general,164,4.3,Update payment method,follow_up_needed,"Claim filed, reference number provided",5.0,False
-13590,2024-09-04 18:24:30,12936721120,2,Billing & Payments,3,billing,224,0.0,Cancel policy,abandoned,Customer abandoned,,False
-13591,2024-09-04 18:25:52,16767445996,4,New Quote,5,general,192,5.2,Inquire about premium increase,resolved,Policy updated per customer request,4.0,True
-13592,2024-09-04 18:33:33,17144604550,0,Speak to Agent,6,general,63,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-13593,2024-09-04 18:52:37,15022678371,2,Billing & Payments,8,billing,113,0.5,Add driver to policy,resolved,Customer disconnected before resolution,3.0,True
-13594,2024-09-05 07:38:23,15875114350,0,Speak to Agent,5,general,175,4.9,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-13595,2024-09-05 07:39:11,14613484296,3,Policy Changes,5,general,18,6.9,Reinstate lapsed policy,transferred,Callback scheduled for tomorrow,2.0,False
-13596,2024-09-05 07:40:29,18817171214,1,Claims,2,claims,8,7.6,Inquire about premium increase,transferred,"Information provided, no action needed",3.0,False
-13597,2024-09-05 08:10:44,12339944048,1,Claims,1,claims,126,11.2,Report accident,follow_up_needed,Policy updated per customer request,3.0,False
-13598,2024-09-05 08:17:38,12561502458,3,Policy Changes,6,general,0,11.9,Request ID cards,transferred,Customer requested manager,5.0,False
-13599,2024-09-05 08:31:14,14489829184,4,New Quote,6,general,77,4.9,Claim status inquiry,resolved,Policy updated per customer request,5.0,True
-13600,2024-09-05 08:38:52,15750101022,3,Policy Changes,6,general,230,16.4,Ask about deductible,transferred,Policy updated per customer request,3.0,False
-13601,2024-09-05 08:50:52,13605226364,2,Billing & Payments,3,billing,118,3.0,Filing new auto claim,resolved,Customer requested manager,2.0,True
-13602,2024-09-05 08:56:21,13507096032,0,Speak to Agent,5,general,163,3.6,Cancel policy,resolved,Customer disconnected before resolution,4.0,True
-13603,2024-09-05 09:00:50,18232861269,2,Billing & Payments,3,billing,108,6.1,Request proof of insurance,resolved,Payment processed successfully,3.0,True
-13604,2024-09-05 09:10:34,12548622262,3,Policy Changes,6,general,166,1.6,Request payment plan,resolved,Escalated to claims adjuster,5.0,True
-13605,2024-09-05 09:14:14,19927185941,3,Policy Changes,5,general,74,9.6,Add driver to policy,resolved,Customer disconnected before resolution,2.0,True
-13606,2024-09-05 09:29:10,14842875892,1,Claims,2,claims,26,8.1,Remove vehicle from policy,follow_up_needed,Payment processed successfully,2.0,False
-13607,2024-09-05 09:32:42,18378214016,2,Billing & Payments,3,billing,212,3.5,Payment not processed,resolved,Policy updated per customer request,3.0,True
-13608,2024-09-05 09:32:58,16581591598,3,Policy Changes,6,general,153,10.8,Dispute claim denial,resolved,Callback scheduled for tomorrow,4.0,True
-13609,2024-09-05 09:35:41,16032704344,3,Policy Changes,5,general,2,1.8,Request proof of insurance,follow_up_needed,"Information provided, no action needed",3.0,False
-13610,2024-09-05 09:41:02,15212776788,4,New Quote,5,general,314,6.7,Add driver to policy,resolved,Payment processed successfully,3.0,True
-13611,2024-09-05 09:46:34,13556062544,4,New Quote,5,general,278,6.9,Report accident,transferred,Callback scheduled for tomorrow,3.0,False
-13612,2024-09-05 09:55:32,19645688781,3,Policy Changes,6,general,67,8.0,Request proof of insurance,transferred,Escalated to claims adjuster,4.0,False
-13613,2024-09-05 10:03:37,16521766207,4,New Quote,6,general,0,9.4,Filing new auto claim,resolved,Resolved on first call,3.0,True
-13614,2024-09-05 10:26:03,18145599410,0,Speak to Agent,5,general,84,7.5,Cancel policy,resolved,Transferred to supervisor,4.0,True
-13615,2024-09-05 10:37:57,14971902234,4,New Quote,6,general,130,11.6,Complaint about service,resolved,Customer disconnected before resolution,2.0,True
-13616,2024-09-05 10:58:26,12777714755,4,New Quote,6,general,20,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-13617,2024-09-05 10:59:01,19216763235,4,New Quote,6,general,152,5.5,Update address,resolved,Customer requested manager,3.0,True
-13618,2024-09-05 10:59:33,15018630753,2,Billing & Payments,4,billing,44,10.6,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-13619,2024-09-05 11:01:02,17076705569,4,New Quote,5,general,211,8.3,Update address,resolved,Payment processed successfully,3.0,True
-13620,2024-09-05 11:17:57,19691073689,1,Claims,7,claims,184,5.7,Complaint about service,resolved,Payment processed successfully,3.0,True
-13621,2024-09-05 11:23:51,18773454330,4,New Quote,5,general,0,3.7,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-13622,2024-09-05 11:31:58,14045028649,2,Billing & Payments,3,billing,217,0.8,Filing new auto claim,follow_up_needed,Transferred to supervisor,5.0,False
-13623,2024-09-05 11:34:52,12464750373,3,Policy Changes,6,general,54,9.2,Inquire about premium increase,follow_up_needed,Payment processed successfully,1.0,False
-13624,2024-09-05 11:44:32,13804061963,3,Policy Changes,5,general,0,0.5,Reinstate lapsed policy,follow_up_needed,Resolved on first call,3.0,False
-13625,2024-09-05 11:47:24,19517422587,3,Policy Changes,6,general,138,7.8,Dispute claim denial,follow_up_needed,Policy updated per customer request,4.0,False
-13626,2024-09-05 11:51:41,13657004180,1,Claims,7,claims,209,5.0,Add driver to policy,resolved,Escalated to claims adjuster,5.0,True
-13627,2024-09-05 11:51:57,17047559935,2,Billing & Payments,4,billing,92,8.4,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-13628,2024-09-05 11:52:03,16374119244,4,New Quote,6,general,158,12.2,Report accident,resolved,Escalated to claims adjuster,4.0,True
-13629,2024-09-05 11:54:17,12025244964,0,Speak to Agent,5,general,60,5.7,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-13630,2024-09-05 12:08:49,18503528181,0,Speak to Agent,5,general,127,5.8,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-13631,2024-09-05 12:21:12,19449114461,1,Claims,7,claims,207,8.9,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-13632,2024-09-05 12:32:51,18433370674,1,Claims,7,claims,104,2.9,Change coverage level,resolved,Customer disconnected before resolution,3.0,True
-13633,2024-09-05 13:06:35,18330672467,2,Billing & Payments,4,billing,92,7.7,Reinstate lapsed policy,follow_up_needed,Resolved on first call,4.0,False
-13634,2024-09-05 13:16:02,12955216815,4,New Quote,6,general,74,5.9,Update address,follow_up_needed,"Information provided, no action needed",2.0,False
-13635,2024-09-05 13:16:23,19371260643,0,Speak to Agent,6,general,142,8.0,Ask about discounts,follow_up_needed,Customer requested manager,2.0,False
-13636,2024-09-05 13:16:46,17001461798,1,Claims,2,claims,43,6.8,Report accident,resolved,"Claim filed, reference number provided",3.0,True
-13637,2024-09-05 13:19:55,17935326425,4,New Quote,6,general,126,10.5,Inquire about premium increase,resolved,Resolved on first call,3.0,True
-13638,2024-09-05 13:47:01,17749917841,1,Claims,1,claims,159,4.3,Change coverage level,resolved,Resolved on first call,5.0,True
-13639,2024-09-05 13:50:04,19841553000,2,Billing & Payments,4,billing,130,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-13640,2024-09-05 13:55:58,19835555385,0,Speak to Agent,6,general,32,6.4,Change coverage level,resolved,Resolved on first call,4.0,True
-13641,2024-09-05 14:04:03,18812506486,3,Policy Changes,5,general,162,4.1,Request proof of insurance,resolved,Customer requested manager,2.0,True
-13642,2024-09-05 14:29:34,13647406820,2,Billing & Payments,3,billing,0,4.9,Request proof of insurance,resolved,Callback scheduled for tomorrow,5.0,True
-13643,2024-09-05 14:43:16,12098085058,2,Billing & Payments,3,billing,59,1.0,Filing new auto claim,follow_up_needed,Customer requested manager,3.0,False
-13644,2024-09-05 14:49:47,18547048102,1,Claims,1,claims,0,4.1,Add driver to policy,resolved,"Information provided, no action needed",3.0,True
-13645,2024-09-05 14:56:12,18058894923,2,Billing & Payments,4,billing,234,6.6,Remove vehicle from policy,resolved,Customer requested manager,4.0,True
-13646,2024-09-05 15:03:34,18230767140,4,New Quote,5,general,136,2.6,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-13647,2024-09-05 15:14:08,17294433768,3,Policy Changes,5,general,187,5.0,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-13648,2024-09-05 15:31:19,16212555767,3,Policy Changes,6,general,107,9.1,Update address,resolved,Customer disconnected before resolution,4.0,True
-13649,2024-09-05 15:43:07,17111161286,0,Speak to Agent,6,general,127,7.2,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-13650,2024-09-05 15:53:16,12736861190,1,Claims,1,claims,148,6.2,Add driver to policy,resolved,Resolved on first call,4.0,True
-13651,2024-09-05 16:03:15,16697317187,4,New Quote,6,general,6,5.9,Report accident,resolved,Customer requested manager,4.0,True
-13652,2024-09-05 16:03:32,15942136633,0,Speak to Agent,6,general,103,6.2,Claim status inquiry,resolved,"Claim filed, reference number provided",4.0,True
-13653,2024-09-05 16:06:31,12366433090,3,Policy Changes,6,general,224,9.8,Complaint about service,follow_up_needed,Transferred to supervisor,4.0,False
-13654,2024-09-05 16:07:09,19545106078,4,New Quote,6,general,115,8.6,Update payment method,follow_up_needed,"Claim filed, reference number provided",4.0,False
-13655,2024-09-05 16:43:29,13992989026,4,New Quote,6,general,164,9.5,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-13656,2024-09-05 16:44:20,19404181041,1,Claims,7,claims,164,5.7,Report accident,resolved,Payment processed successfully,2.0,True
-13657,2024-09-05 16:48:38,18746342532,1,Claims,1,claims,96,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-13658,2024-09-05 17:07:08,19054058697,3,Policy Changes,5,general,110,4.5,Cancel policy,transferred,"Information provided, no action needed",4.0,False
-13659,2024-09-05 17:08:49,17580759063,0,Speak to Agent,5,general,217,4.9,Inquire about premium increase,transferred,Transferred to supervisor,4.0,False
-13660,2024-09-05 17:30:06,16417479652,2,Billing & Payments,8,billing,89,6.5,Filing new auto claim,resolved,Customer requested manager,4.0,True
-13661,2024-09-05 17:31:58,12988889494,4,New Quote,5,general,190,7.6,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-13662,2024-09-05 17:46:39,13837046085,4,New Quote,6,general,100,7.3,Request ID cards,resolved,Customer disconnected before resolution,2.0,True
-13663,2024-09-05 17:53:55,19298615850,3,Policy Changes,5,general,168,4.3,Request payment plan,transferred,"Claim filed, reference number provided",3.0,False
-13664,2024-09-05 17:53:57,18307184610,0,Speak to Agent,5,general,213,5.0,Request proof of insurance,transferred,"Claim filed, reference number provided",3.0,False
-13665,2024-09-05 18:06:14,17095195959,0,Speak to Agent,6,general,140,0.0,Request ID cards,abandoned,Customer abandoned,,False
-13666,2024-09-05 18:11:04,18769852616,3,Policy Changes,6,general,168,8.7,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-13667,2024-09-05 18:24:21,15344529383,4,New Quote,6,general,57,11.1,Add driver to policy,resolved,Customer disconnected before resolution,4.0,True
-13668,2024-09-05 18:24:58,15945674662,1,Claims,7,claims,84,5.5,Update payment method,resolved,Transferred to supervisor,5.0,True
-13669,2024-09-05 18:42:17,15733192581,1,Claims,2,claims,82,7.5,Reinstate lapsed policy,transferred,"Claim filed, reference number provided",2.0,False
-13670,2024-09-05 18:43:21,17844347968,1,Claims,7,claims,203,9.4,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-13671,2024-09-05 18:59:40,13196768752,3,Policy Changes,5,general,189,2.2,Filing new auto claim,follow_up_needed,Customer disconnected before resolution,4.0,False
-13672,2024-09-06 07:06:24,19022681006,1,Claims,7,claims,136,2.9,Dispute claim denial,resolved,Policy updated per customer request,3.0,True
-13673,2024-09-06 07:15:58,14792959633,0,Speak to Agent,5,general,78,4.5,Payment not processed,resolved,Escalated to claims adjuster,3.0,True
-13674,2024-09-06 07:23:39,12984020818,4,New Quote,6,general,136,4.4,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-13675,2024-09-06 07:53:00,13117386855,3,Policy Changes,5,general,175,4.9,Ask about deductible,follow_up_needed,"Information provided, no action needed",5.0,False
-13676,2024-09-06 08:11:35,18215120025,1,Claims,2,claims,113,3.4,Update payment method,resolved,"Information provided, no action needed",4.0,True
-13677,2024-09-06 08:13:49,19283644419,2,Billing & Payments,3,billing,143,3.7,Update payment method,follow_up_needed,Payment processed successfully,3.0,False
-13678,2024-09-06 08:18:24,17242285233,3,Policy Changes,5,general,163,2.6,Request proof of insurance,transferred,"Claim filed, reference number provided",4.0,False
-13679,2024-09-06 08:26:49,14652208835,4,New Quote,6,general,188,0.0,Request payment plan,abandoned,Customer abandoned,,False
-13680,2024-09-06 08:37:05,14551542545,2,Billing & Payments,8,billing,225,5.2,Add driver to policy,resolved,Transferred to supervisor,3.0,True
-13681,2024-09-06 09:52:23,13599839255,3,Policy Changes,5,general,159,2.0,Remove vehicle from policy,resolved,Payment processed successfully,3.0,True
-13682,2024-09-06 10:05:44,12546351757,3,Policy Changes,6,general,241,3.4,Request ID cards,follow_up_needed,Resolved on first call,3.0,False
-13683,2024-09-06 10:13:40,12756883369,2,Billing & Payments,3,billing,0,5.7,Request payment plan,follow_up_needed,Escalated to claims adjuster,4.0,False
-13684,2024-09-06 10:31:40,17312093730,3,Policy Changes,6,general,124,11.4,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,4.0,False
-13685,2024-09-06 10:33:28,19798315656,1,Claims,1,claims,72,6.4,Filing new auto claim,follow_up_needed,Customer requested manager,3.0,False
-13686,2024-09-06 11:06:05,18240482026,4,New Quote,5,general,52,1.2,Filing new auto claim,follow_up_needed,Transferred to supervisor,4.0,False
-13687,2024-09-06 11:18:09,17111995765,2,Billing & Payments,8,billing,241,7.4,General coverage question,resolved,"Claim filed, reference number provided",2.0,True
-13688,2024-09-06 11:36:45,15064471043,2,Billing & Payments,3,billing,221,3.3,Request ID cards,follow_up_needed,Payment processed successfully,4.0,False
-13689,2024-09-06 11:48:10,15032729078,0,Speak to Agent,6,general,104,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-13690,2024-09-06 11:54:29,13325277801,0,Speak to Agent,5,general,56,6.8,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-13691,2024-09-06 11:57:37,19036004596,4,New Quote,5,general,196,4.3,Request payment plan,transferred,"Claim filed, reference number provided",3.0,False
-13692,2024-09-06 12:36:02,19208349807,3,Policy Changes,5,general,204,0.0,Cancel policy,abandoned,Customer abandoned,,False
-13693,2024-09-06 12:42:46,17701830411,2,Billing & Payments,4,billing,255,1.6,Report accident,resolved,"Information provided, no action needed",5.0,True
-13694,2024-09-06 12:44:22,17543425590,3,Policy Changes,5,general,167,4.2,Update address,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-13695,2024-09-06 13:46:03,17683318088,0,Speak to Agent,6,general,0,9.5,General coverage question,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-13696,2024-09-06 14:11:41,15129284268,0,Speak to Agent,6,general,193,8.4,Request payment plan,transferred,"Claim filed, reference number provided",2.0,False
-13697,2024-09-06 14:40:38,17246516060,2,Billing & Payments,3,billing,3,5.5,Claim status inquiry,resolved,Resolved on first call,4.0,True
-13698,2024-09-06 14:44:21,14750174296,4,New Quote,6,general,221,5.1,Report accident,resolved,Payment processed successfully,3.0,True
-13699,2024-09-06 14:47:20,19147311561,4,New Quote,5,general,198,7.6,Update address,resolved,Policy updated per customer request,2.0,True
-13700,2024-09-06 15:03:30,13144824751,3,Policy Changes,6,general,0,9.0,Cancel policy,resolved,Customer disconnected before resolution,4.0,True
-13701,2024-09-06 15:28:34,17196205459,3,Policy Changes,5,general,263,3.6,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-13702,2024-09-06 15:44:47,18686883950,1,Claims,2,claims,164,11.2,Request proof of insurance,resolved,Policy updated per customer request,4.0,True
-13703,2024-09-06 15:51:46,17284669403,3,Policy Changes,6,general,156,9.8,Claim status inquiry,resolved,Transferred to supervisor,3.0,True
-13704,2024-09-06 16:37:04,15373749921,0,Speak to Agent,5,general,0,0.5,Inquire about premium increase,resolved,Callback scheduled for tomorrow,3.0,True
-13705,2024-09-06 16:44:24,16789756831,3,Policy Changes,6,general,4,6.7,General coverage question,resolved,Customer requested manager,4.0,True
-13706,2024-09-06 16:45:43,13552051840,2,Billing & Payments,8,billing,51,4.0,General coverage question,resolved,"Claim filed, reference number provided",4.0,True
-13707,2024-09-06 16:51:36,14103468617,1,Claims,7,claims,92,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-13708,2024-09-06 17:47:52,14895946838,4,New Quote,5,general,193,0.8,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-13709,2024-09-06 17:52:50,18809950933,4,New Quote,5,general,12,5.6,General coverage question,resolved,"Information provided, no action needed",3.0,True
-13710,2024-09-06 17:54:53,19019981107,3,Policy Changes,6,general,79,8.2,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-13711,2024-09-06 18:01:57,15990985743,4,New Quote,5,general,123,6.6,Ask about discounts,resolved,"Claim filed, reference number provided",3.0,True
-13712,2024-09-06 18:09:45,15544112734,1,Claims,2,claims,142,7.1,Complaint about service,resolved,Policy updated per customer request,4.0,True
-13713,2024-09-06 18:13:32,18105229420,0,Speak to Agent,6,general,200,0.0,Payment not processed,abandoned,Customer abandoned,,False
-13714,2024-09-06 18:36:38,15660006326,2,Billing & Payments,8,billing,77,8.3,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-13715,2024-09-06 18:38:35,14620063067,4,New Quote,5,general,155,7.4,Change coverage level,resolved,Transferred to supervisor,3.0,True
-13716,2024-09-06 18:51:31,16913614659,1,Claims,1,claims,54,8.0,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,3.0,True
-13717,2024-09-07 09:04:23,18632958484,2,Billing & Payments,3,billing,190,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-13718,2024-09-07 09:25:05,18287202913,2,Billing & Payments,4,billing,144,6.3,Update payment method,follow_up_needed,Resolved on first call,5.0,False
-13719,2024-09-07 09:42:25,12343473388,3,Policy Changes,5,general,161,1.5,Request ID cards,resolved,Customer disconnected before resolution,5.0,True
-13720,2024-09-07 09:51:24,15941075790,3,Policy Changes,6,general,97,11.1,Ask about deductible,follow_up_needed,Customer disconnected before resolution,2.0,False
-13721,2024-09-07 09:55:40,16085450085,1,Claims,2,claims,150,5.1,Ask about discounts,follow_up_needed,Transferred to supervisor,4.0,False
-13722,2024-09-07 10:05:49,18292268010,1,Claims,7,claims,94,7.3,Payment not processed,transferred,"Claim filed, reference number provided",1.0,False
-13723,2024-09-07 10:09:00,18644872996,3,Policy Changes,5,general,164,3.8,Inquire about premium increase,resolved,Transferred to supervisor,3.0,True
-13724,2024-09-07 10:14:12,18606969962,1,Claims,2,claims,148,4.9,Request proof of insurance,resolved,Transferred to supervisor,3.0,True
-13725,2024-09-07 10:27:36,17203276596,1,Claims,1,claims,250,5.3,Report accident,resolved,Customer disconnected before resolution,5.0,True
-13726,2024-09-07 10:41:21,16477606552,0,Speak to Agent,5,general,128,1.7,Inquire about premium increase,transferred,"Claim filed, reference number provided",2.0,False
-13727,2024-09-07 10:50:08,12306654607,4,New Quote,6,general,246,11.0,Remove vehicle from policy,resolved,"Information provided, no action needed",3.0,True
-13728,2024-09-07 11:01:41,15682338547,0,Speak to Agent,6,general,84,10.8,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-13729,2024-09-07 11:10:58,14043505690,1,Claims,7,claims,117,4.4,Ask about deductible,resolved,Customer disconnected before resolution,5.0,True
-13730,2024-09-07 11:21:11,17678497899,1,Claims,1,claims,104,5.3,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-13731,2024-09-07 11:23:48,12766516771,3,Policy Changes,5,general,106,4.6,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-13732,2024-09-07 11:29:08,13791202033,3,Policy Changes,5,general,0,0.5,Update payment method,resolved,Escalated to claims adjuster,3.0,True
-13733,2024-09-07 11:33:51,13128547721,3,Policy Changes,6,general,26,0.0,General coverage question,abandoned,Customer abandoned,,False
-13734,2024-09-07 11:49:18,13568068874,3,Policy Changes,6,general,55,9.5,General coverage question,transferred,Policy updated per customer request,3.0,False
-13735,2024-09-07 11:52:36,12486234145,0,Speak to Agent,5,general,215,5.2,Claim status inquiry,transferred,Policy updated per customer request,4.0,False
-13736,2024-09-07 12:12:54,14021560488,3,Policy Changes,5,general,14,1.6,Request payment plan,resolved,Callback scheduled for tomorrow,5.0,True
-13737,2024-09-07 12:37:17,18735306731,1,Claims,2,claims,8,6.6,Update address,resolved,Customer disconnected before resolution,3.0,True
-13738,2024-09-07 12:43:24,19598375768,1,Claims,2,claims,161,3.2,Update payment method,resolved,Resolved on first call,5.0,True
-13739,2024-09-07 12:51:00,13779875560,4,New Quote,5,general,73,1.3,Update payment method,transferred,Customer requested manager,4.0,False
-13740,2024-09-09 07:01:01,13823381373,3,Policy Changes,6,general,159,4.4,Complaint about service,follow_up_needed,Escalated to claims adjuster,5.0,False
-13741,2024-09-09 07:05:11,16653759814,3,Policy Changes,6,general,88,6.8,Report accident,follow_up_needed,Escalated to claims adjuster,3.0,False
-13742,2024-09-09 07:11:56,13380050566,0,Speak to Agent,5,general,84,4.7,Request payment plan,resolved,Policy updated per customer request,4.0,True
-13743,2024-09-09 07:17:46,19988297292,0,Speak to Agent,6,general,56,9.2,Claim status inquiry,follow_up_needed,Resolved on first call,3.0,False
-13744,2024-09-09 07:34:23,19309791399,1,Claims,7,claims,242,7.2,Update payment method,resolved,Customer requested manager,3.0,True
-13745,2024-09-09 07:43:10,16641887428,3,Policy Changes,5,general,133,3.7,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-13746,2024-09-09 07:45:36,14392467350,1,Claims,2,claims,106,7.7,Claim status inquiry,resolved,Customer disconnected before resolution,4.0,True
-13747,2024-09-09 07:52:47,16787571023,2,Billing & Payments,3,billing,58,9.8,Request proof of insurance,transferred,Payment processed successfully,2.0,False
-13748,2024-09-09 07:52:51,16097080397,2,Billing & Payments,8,billing,240,2.7,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-13749,2024-09-09 08:05:13,16302803409,2,Billing & Payments,3,billing,247,0.7,Dispute claim denial,resolved,Transferred to supervisor,3.0,True
-13750,2024-09-09 08:10:36,15716392034,1,Claims,2,claims,141,11.2,Remove vehicle from policy,resolved,Transferred to supervisor,5.0,True
-13751,2024-09-09 08:13:04,18180516321,0,Speak to Agent,6,general,201,7.3,Request proof of insurance,resolved,Transferred to supervisor,3.0,True
-13752,2024-09-09 08:17:21,13943946462,3,Policy Changes,6,general,143,10.2,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-13753,2024-09-09 09:05:41,14954615626,1,Claims,1,claims,68,4.0,Dispute claim denial,resolved,Policy updated per customer request,4.0,True
-13754,2024-09-09 09:16:04,12440994603,2,Billing & Payments,3,billing,117,5.0,Change coverage level,follow_up_needed,Escalated to claims adjuster,4.0,False
-13755,2024-09-09 09:18:39,13022189123,2,Billing & Payments,3,billing,372,8.4,Cancel policy,follow_up_needed,Policy updated per customer request,5.0,False
-13756,2024-09-09 09:39:22,16080427703,0,Speak to Agent,5,general,191,9.4,Inquire about premium increase,resolved,"Claim filed, reference number provided",4.0,True
-13757,2024-09-09 09:42:07,18667861664,0,Speak to Agent,5,general,68,3.0,General coverage question,resolved,"Claim filed, reference number provided",5.0,True
-13758,2024-09-09 09:47:58,19450741275,4,New Quote,5,general,136,1.5,Report accident,resolved,Policy updated per customer request,5.0,True
-13759,2024-09-09 09:51:34,17325469339,0,Speak to Agent,6,general,140,8.6,Reinstate lapsed policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-13760,2024-09-09 09:51:58,18948537087,0,Speak to Agent,6,general,79,3.1,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-13761,2024-09-09 10:15:08,19108054768,4,New Quote,5,general,17,6.3,Cancel policy,resolved,Resolved on first call,5.0,True
-13762,2024-09-09 10:37:10,16492900999,2,Billing & Payments,3,billing,198,8.0,Request payment plan,resolved,Customer disconnected before resolution,3.0,True
-13763,2024-09-09 10:39:19,19791430695,2,Billing & Payments,3,billing,90,9.5,Request payment plan,resolved,"Information provided, no action needed",5.0,True
-13764,2024-09-09 10:42:40,17842318740,4,New Quote,6,general,209,10.8,Request proof of insurance,follow_up_needed,Escalated to claims adjuster,3.0,False
-13765,2024-09-09 10:47:52,15223531576,0,Speak to Agent,6,general,73,9.4,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-13766,2024-09-09 10:57:52,14680228209,3,Policy Changes,5,general,122,4.8,Reinstate lapsed policy,resolved,Resolved on first call,3.0,True
-13767,2024-09-09 10:58:45,15942408609,2,Billing & Payments,4,billing,45,5.2,Request ID cards,resolved,Transferred to supervisor,5.0,True
-13768,2024-09-09 10:59:17,18512588419,3,Policy Changes,6,general,200,7.0,Report accident,follow_up_needed,Policy updated per customer request,4.0,False
-13769,2024-09-09 11:04:03,18339864948,3,Policy Changes,6,general,22,8.1,General coverage question,resolved,Resolved on first call,5.0,True
-13770,2024-09-09 11:11:06,13272341941,1,Claims,2,claims,20,6.0,Request proof of insurance,follow_up_needed,"Information provided, no action needed",2.0,False
-13771,2024-09-09 11:11:14,14969051670,0,Speak to Agent,6,general,117,5.3,Update address,resolved,Policy updated per customer request,3.0,True
-13772,2024-09-09 11:22:26,12310909668,4,New Quote,5,general,84,1.5,Filing new auto claim,resolved,Policy updated per customer request,5.0,True
-13773,2024-09-09 11:32:50,18163163064,4,New Quote,5,general,14,1.8,Ask about deductible,resolved,Customer requested manager,3.0,True
-13774,2024-09-09 11:34:12,16774465262,4,New Quote,5,general,0,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-13775,2024-09-09 11:34:31,18212498744,3,Policy Changes,5,general,26,5.7,Change coverage level,resolved,Transferred to supervisor,5.0,True
-13776,2024-09-09 11:43:07,17708787196,4,New Quote,6,general,308,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-13777,2024-09-09 11:49:46,16531327792,0,Speak to Agent,6,general,108,5.3,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-13778,2024-09-09 11:55:39,14148560848,0,Speak to Agent,6,general,77,6.8,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-13779,2024-09-09 11:59:45,13515305172,1,Claims,2,claims,205,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-13780,2024-09-09 12:19:20,18791280224,4,New Quote,5,general,30,0.9,Request ID cards,resolved,Policy updated per customer request,4.0,True
-13781,2024-09-09 12:30:27,14957628487,2,Billing & Payments,3,billing,142,5.4,Complaint about service,resolved,Escalated to claims adjuster,4.0,True
-13782,2024-09-09 12:34:05,16039763492,1,Claims,1,claims,217,6.4,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",5.0,False
-13783,2024-09-09 13:05:57,14979051138,4,New Quote,5,general,162,4.2,Dispute claim denial,resolved,Callback scheduled for tomorrow,3.0,True
-13784,2024-09-09 13:13:52,16819087285,0,Speak to Agent,5,general,62,3.5,Request proof of insurance,follow_up_needed,Policy updated per customer request,3.0,False
-13785,2024-09-09 13:19:54,17474500997,3,Policy Changes,5,general,194,1.0,Change coverage level,resolved,"Information provided, no action needed",3.0,True
-13786,2024-09-09 13:22:25,19047519561,0,Speak to Agent,6,general,5,9.5,Claim status inquiry,follow_up_needed,Escalated to claims adjuster,3.0,False
-13787,2024-09-09 13:33:05,18654269196,3,Policy Changes,5,general,107,4.6,Update address,follow_up_needed,"Information provided, no action needed",4.0,False
-13788,2024-09-09 13:53:49,18896171405,1,Claims,1,claims,71,5.0,Inquire about premium increase,resolved,Customer requested manager,4.0,True
-13789,2024-09-09 14:00:04,12001277749,4,New Quote,6,general,338,5.3,Request ID cards,resolved,Customer requested manager,4.0,True
-13790,2024-09-09 14:09:46,17604994651,4,New Quote,5,general,87,2.7,Update payment method,resolved,Resolved on first call,4.0,True
-13791,2024-09-09 14:12:36,13651420723,2,Billing & Payments,8,billing,168,5.6,Add driver to policy,resolved,Transferred to supervisor,3.0,True
-13792,2024-09-09 14:13:06,17695644239,4,New Quote,5,general,204,2.9,Filing new auto claim,resolved,Customer requested manager,4.0,True
-13793,2024-09-09 14:26:21,14353974733,0,Speak to Agent,5,general,258,4.8,Payment not processed,resolved,Transferred to supervisor,3.0,True
-13794,2024-09-09 14:32:59,17032423000,0,Speak to Agent,5,general,185,5.4,Claim status inquiry,resolved,Escalated to claims adjuster,3.0,True
-13795,2024-09-09 14:49:19,16064775180,1,Claims,2,claims,136,11.9,Change coverage level,resolved,Payment processed successfully,5.0,True
-13796,2024-09-09 14:52:27,15982014473,1,Claims,7,claims,0,6.2,Change coverage level,resolved,Resolved on first call,4.0,True
-13797,2024-09-09 14:53:16,16063766748,4,New Quote,5,general,27,7.6,Payment not processed,follow_up_needed,Policy updated per customer request,4.0,False
-13798,2024-09-09 14:56:26,15491293491,1,Claims,7,claims,151,4.5,Update payment method,resolved,Callback scheduled for tomorrow,5.0,True
-13799,2024-09-09 15:05:09,19047881560,0,Speak to Agent,5,general,189,8.0,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-13800,2024-09-09 15:12:15,16006507253,3,Policy Changes,5,general,161,5.2,Request payment plan,transferred,Customer disconnected before resolution,4.0,False
-13801,2024-09-09 15:21:47,12941196077,1,Claims,2,claims,151,7.5,Add driver to policy,resolved,Policy updated per customer request,3.0,True
-13802,2024-09-09 15:23:11,15638241871,0,Speak to Agent,6,general,122,9.2,Claim status inquiry,resolved,"Information provided, no action needed",5.0,True
-13803,2024-09-09 15:33:32,18114907817,1,Claims,1,claims,133,8.1,Ask about deductible,follow_up_needed,Transferred to supervisor,2.0,False
-13804,2024-09-09 15:36:53,12849132564,2,Billing & Payments,4,billing,208,5.9,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-13805,2024-09-09 15:46:56,18047499334,1,Claims,2,claims,27,6.9,Payment not processed,resolved,Escalated to claims adjuster,3.0,True
-13806,2024-09-09 15:50:19,12391892813,0,Speak to Agent,6,general,0,9.9,Dispute claim denial,resolved,Payment processed successfully,2.0,True
-13807,2024-09-09 15:51:54,15680629456,1,Claims,7,claims,75,10.4,Dispute claim denial,resolved,Resolved on first call,4.0,True
-13808,2024-09-09 15:58:24,18599729305,0,Speak to Agent,5,general,93,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-13809,2024-09-09 16:28:01,15022028453,0,Speak to Agent,6,general,111,10.4,Ask about deductible,transferred,Customer disconnected before resolution,3.0,False
-13810,2024-09-09 16:34:50,17900722359,3,Policy Changes,6,general,78,13.0,Change coverage level,resolved,Escalated to claims adjuster,5.0,True
-13811,2024-09-09 16:51:59,16252769334,1,Claims,7,claims,205,4.8,Change coverage level,follow_up_needed,Customer disconnected before resolution,3.0,False
-13812,2024-09-09 16:52:07,18818229351,1,Claims,7,claims,160,6.7,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-13813,2024-09-09 16:58:25,16238573141,4,New Quote,6,general,220,7.7,Report accident,follow_up_needed,"Claim filed, reference number provided",4.0,False
-13814,2024-09-09 17:03:05,14505604293,1,Claims,2,claims,266,6.3,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-13815,2024-09-09 17:04:06,15875342529,4,New Quote,6,general,217,8.4,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-13816,2024-09-09 17:04:29,14603300349,4,New Quote,6,general,2,7.2,Update payment method,resolved,Customer requested manager,4.0,True
-13817,2024-09-09 17:19:56,16496973754,2,Billing & Payments,3,billing,69,1.8,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-13818,2024-09-09 17:36:27,17216558429,1,Claims,7,claims,80,9.0,Payment not processed,resolved,"Claim filed, reference number provided",3.0,True
-13819,2024-09-09 17:51:18,12502398826,3,Policy Changes,6,general,241,7.6,Remove vehicle from policy,resolved,Customer disconnected before resolution,3.0,True
-13820,2024-09-09 18:03:21,18065534475,4,New Quote,5,general,196,6.7,General coverage question,follow_up_needed,"Information provided, no action needed",4.0,False
-13821,2024-09-09 18:09:02,12022197352,1,Claims,7,claims,216,0.0,Update payment method,abandoned,Customer abandoned,,False
-13822,2024-09-09 18:14:34,17760075654,4,New Quote,5,general,193,8.8,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-13823,2024-09-09 18:22:55,18385195457,2,Billing & Payments,4,billing,170,7.5,Dispute claim denial,transferred,Resolved on first call,4.0,False
-13824,2024-09-09 18:52:16,12683044772,2,Billing & Payments,8,billing,92,7.1,Request ID cards,follow_up_needed,Resolved on first call,3.0,False
-13825,2024-09-09 18:54:32,19084594901,4,New Quote,5,general,171,5.0,Report accident,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-13826,2024-09-10 07:06:02,14873635177,2,Billing & Payments,8,billing,369,7.3,Add driver to policy,transferred,Policy updated per customer request,4.0,False
-13827,2024-09-10 07:32:22,19018081193,4,New Quote,6,general,200,9.0,Ask about deductible,resolved,Transferred to supervisor,2.0,True
-13828,2024-09-10 08:18:10,13000348333,4,New Quote,5,general,170,4.1,Ask about discounts,transferred,Resolved on first call,2.0,False
-13829,2024-09-10 08:24:43,18423890790,0,Speak to Agent,6,general,180,8.9,Request proof of insurance,resolved,Customer requested manager,3.0,True
-13830,2024-09-10 09:22:04,12051303195,4,New Quote,5,general,149,0.0,General coverage question,abandoned,Customer abandoned,,False
-13831,2024-09-10 09:23:05,14741689083,4,New Quote,6,general,62,10.4,Add driver to policy,resolved,Resolved on first call,3.0,True
-13832,2024-09-10 09:24:44,12573888573,4,New Quote,6,general,211,4.3,Update address,follow_up_needed,Customer requested manager,3.0,False
-13833,2024-09-10 09:44:02,18027890085,4,New Quote,6,general,183,1.2,Complaint about service,resolved,Policy updated per customer request,4.0,True
-13834,2024-09-10 09:54:22,19619014259,2,Billing & Payments,4,billing,202,4.9,Add driver to policy,follow_up_needed,Customer disconnected before resolution,4.0,False
-13835,2024-09-10 09:58:14,13273354364,4,New Quote,5,general,261,7.1,Cancel policy,resolved,Policy updated per customer request,5.0,True
-13836,2024-09-10 10:13:05,16381049926,0,Speak to Agent,5,general,179,8.0,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-13837,2024-09-10 10:26:30,13608661713,4,New Quote,6,general,79,11.3,Report accident,resolved,Customer requested manager,5.0,True
-13838,2024-09-10 10:28:53,13743879493,4,New Quote,5,general,80,6.0,Filing new auto claim,resolved,Payment processed successfully,4.0,True
-13839,2024-09-10 10:33:59,19448080046,2,Billing & Payments,3,billing,226,5.4,Request payment plan,transferred,Callback scheduled for tomorrow,4.0,False
-13840,2024-09-10 10:53:27,19800211580,3,Policy Changes,6,general,33,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-13841,2024-09-10 10:59:21,16872197250,2,Billing & Payments,8,billing,51,0.5,Request payment plan,resolved,Callback scheduled for tomorrow,3.0,True
-13842,2024-09-10 11:21:50,15938607989,4,New Quote,6,general,61,9.3,Report accident,resolved,Transferred to supervisor,3.0,True
-13843,2024-09-10 11:34:10,15627875121,0,Speak to Agent,5,general,144,1.9,Report accident,resolved,Resolved on first call,5.0,True
-13844,2024-09-10 11:36:39,12543406288,2,Billing & Payments,8,billing,47,7.1,Payment not processed,follow_up_needed,Payment processed successfully,3.0,False
-13845,2024-09-10 11:38:53,14608645698,4,New Quote,5,general,1,6.2,Payment not processed,resolved,Customer disconnected before resolution,4.0,True
-13846,2024-09-10 11:43:45,17766136696,2,Billing & Payments,4,billing,96,9.1,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-13847,2024-09-10 11:43:56,13131406302,3,Policy Changes,6,general,29,7.7,Change coverage level,follow_up_needed,Escalated to claims adjuster,2.0,False
-13848,2024-09-10 11:57:56,12724600626,4,New Quote,5,general,34,6.4,Request proof of insurance,resolved,Payment processed successfully,4.0,True
-13849,2024-09-10 12:18:21,13237705069,3,Policy Changes,5,general,95,0.5,Cancel policy,resolved,Policy updated per customer request,3.0,True
-13850,2024-09-10 12:39:07,18158145892,3,Policy Changes,6,general,183,7.2,Claim status inquiry,resolved,"Information provided, no action needed",5.0,True
-13851,2024-09-10 13:08:03,16133464027,4,New Quote,6,general,45,7.6,Dispute claim denial,resolved,Callback scheduled for tomorrow,4.0,True
-13852,2024-09-10 13:24:48,14370010014,1,Claims,2,claims,0,9.3,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-13853,2024-09-10 13:39:26,17610043873,3,Policy Changes,5,general,165,7.7,Complaint about service,resolved,Escalated to claims adjuster,4.0,True
-13854,2024-09-10 14:04:38,13397185654,2,Billing & Payments,3,billing,216,2.4,Reinstate lapsed policy,resolved,Customer disconnected before resolution,3.0,True
-13855,2024-09-10 14:08:35,18577149179,1,Claims,1,claims,118,4.5,Filing new auto claim,resolved,Payment processed successfully,4.0,True
-13856,2024-09-10 14:15:02,17563531640,1,Claims,1,claims,175,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-13857,2024-09-10 14:44:02,18406617678,1,Claims,7,claims,147,9.6,Update payment method,resolved,Escalated to claims adjuster,5.0,True
-13858,2024-09-10 14:47:11,19208646438,3,Policy Changes,5,general,199,5.1,General coverage question,resolved,"Information provided, no action needed",3.0,True
-13859,2024-09-10 15:31:37,12282053303,1,Claims,2,claims,158,8.6,Ask about discounts,resolved,Escalated to claims adjuster,5.0,True
-13860,2024-09-10 15:54:21,17390279986,4,New Quote,5,general,281,5.8,Remove vehicle from policy,transferred,Transferred to supervisor,3.0,False
-13861,2024-09-10 16:04:30,19717780806,4,New Quote,5,general,140,7.7,Complaint about service,resolved,"Information provided, no action needed",5.0,True
-13862,2024-09-10 16:05:54,12920776846,2,Billing & Payments,4,billing,142,6.3,Add driver to policy,follow_up_needed,Transferred to supervisor,4.0,False
-13863,2024-09-10 16:09:43,17576203388,4,New Quote,5,general,47,4.9,Change coverage level,resolved,Payment processed successfully,5.0,True
-13864,2024-09-10 16:10:01,17046317340,4,New Quote,5,general,165,4.7,Remove vehicle from policy,follow_up_needed,Customer disconnected before resolution,4.0,False
-13865,2024-09-10 16:14:56,15167641998,1,Claims,7,claims,50,10.5,Complaint about service,follow_up_needed,Transferred to supervisor,4.0,False
-13866,2024-09-10 16:16:57,19216576896,0,Speak to Agent,6,general,20,9.5,Report accident,resolved,Resolved on first call,4.0,True
-13867,2024-09-10 16:18:32,13815394924,4,New Quote,5,general,70,6.1,Request proof of insurance,follow_up_needed,Policy updated per customer request,4.0,False
-13868,2024-09-10 16:27:03,19015129766,0,Speak to Agent,6,general,166,5.1,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-13869,2024-09-10 16:30:24,16275083839,3,Policy Changes,6,general,160,7.1,Dispute claim denial,resolved,"Claim filed, reference number provided",5.0,True
-13870,2024-09-10 16:48:03,17197439810,0,Speak to Agent,6,general,138,7.0,Request ID cards,resolved,Policy updated per customer request,2.0,True
-13871,2024-09-10 16:51:28,19150731443,4,New Quote,5,general,82,2.7,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-13872,2024-09-10 16:55:01,18291617074,2,Billing & Payments,4,billing,57,5.5,Inquire about premium increase,resolved,Resolved on first call,3.0,True
-13873,2024-09-10 17:21:53,12098592630,1,Claims,1,claims,237,11.0,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-13874,2024-09-10 17:27:11,14510903414,1,Claims,1,claims,69,3.7,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-13875,2024-09-10 17:32:22,13146028228,4,New Quote,5,general,232,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-13876,2024-09-10 17:44:54,15590205172,4,New Quote,5,general,195,4.0,Update payment method,resolved,Resolved on first call,3.0,True
-13877,2024-09-10 17:47:44,14236902996,2,Billing & Payments,3,billing,92,3.6,Dispute claim denial,resolved,Resolved on first call,3.0,True
-13878,2024-09-10 17:50:58,14154028716,1,Claims,2,claims,249,9.3,Change coverage level,resolved,Escalated to claims adjuster,5.0,True
-13879,2024-09-10 18:15:48,13870467887,4,New Quote,6,general,39,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-13880,2024-09-10 18:18:07,16976437313,2,Billing & Payments,3,billing,181,3.6,Request proof of insurance,follow_up_needed,Customer requested manager,4.0,False
-13881,2024-09-10 18:28:12,19436263250,1,Claims,2,claims,154,11.9,Change coverage level,follow_up_needed,"Information provided, no action needed",3.0,False
-13882,2024-09-10 18:32:34,17775469177,3,Policy Changes,5,general,99,5.0,Claim status inquiry,follow_up_needed,Customer disconnected before resolution,3.0,False
-13883,2024-09-10 18:33:07,19360093713,0,Speak to Agent,6,general,88,10.9,Add driver to policy,resolved,"Information provided, no action needed",4.0,True
-13884,2024-09-10 18:33:17,18992294075,3,Policy Changes,6,general,220,9.2,Request ID cards,resolved,"Information provided, no action needed",3.0,True
-13885,2024-09-11 08:03:59,15455310676,2,Billing & Payments,3,billing,138,9.1,Report accident,resolved,Transferred to supervisor,3.0,True
-13886,2024-09-11 08:11:07,19350987030,2,Billing & Payments,3,billing,186,5.2,Report accident,resolved,"Information provided, no action needed",4.0,True
-13887,2024-09-11 08:30:32,17575743435,3,Policy Changes,6,general,0,9.1,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-13888,2024-09-11 08:38:04,16754257473,4,New Quote,5,general,102,5.1,Ask about deductible,resolved,Callback scheduled for tomorrow,5.0,True
-13889,2024-09-11 09:04:04,16075715331,3,Policy Changes,5,general,119,4.7,Reinstate lapsed policy,resolved,"Information provided, no action needed",4.0,True
-13890,2024-09-11 09:06:44,16745837778,4,New Quote,5,general,1,4.6,Request payment plan,resolved,Customer requested manager,3.0,True
-13891,2024-09-11 09:28:56,15212403006,1,Claims,2,claims,62,7.0,Payment not processed,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-13892,2024-09-11 09:36:36,17251003229,1,Claims,2,claims,63,7.8,Request proof of insurance,follow_up_needed,Customer disconnected before resolution,3.0,False
-13893,2024-09-11 09:43:28,18552630727,0,Speak to Agent,5,general,95,6.0,General coverage question,resolved,Customer requested manager,3.0,True
-13894,2024-09-11 09:58:23,14911329240,1,Claims,7,claims,180,3.4,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,2.0,False
-13895,2024-09-11 09:58:27,13677894162,3,Policy Changes,6,general,133,10.3,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-13896,2024-09-11 10:04:10,18458258923,1,Claims,1,claims,87,0.0,Payment not processed,abandoned,Customer abandoned,,False
-13897,2024-09-11 10:20:57,19405517378,3,Policy Changes,6,general,157,5.8,Change coverage level,resolved,Customer disconnected before resolution,5.0,True
-13898,2024-09-11 10:25:32,15163576690,0,Speak to Agent,6,general,167,6.8,Report accident,resolved,Escalated to claims adjuster,3.0,True
-13899,2024-09-11 10:27:53,17270400634,3,Policy Changes,6,general,109,0.0,Cancel policy,abandoned,Customer abandoned,,False
-13900,2024-09-11 10:29:35,18523986113,3,Policy Changes,6,general,287,11.1,Request proof of insurance,resolved,Callback scheduled for tomorrow,5.0,True
-13901,2024-09-11 10:36:24,17824060786,4,New Quote,5,general,79,3.8,Change coverage level,resolved,Customer requested manager,3.0,True
-13902,2024-09-11 10:36:44,16863138787,0,Speak to Agent,5,general,208,8.8,Update address,transferred,"Claim filed, reference number provided",4.0,False
-13903,2024-09-11 10:41:08,12048380277,1,Claims,2,claims,3,9.9,Report accident,follow_up_needed,Payment processed successfully,3.0,False
-13904,2024-09-11 10:52:28,14852427224,1,Claims,2,claims,152,7.5,Filing new auto claim,transferred,Customer disconnected before resolution,4.0,False
-13905,2024-09-11 11:19:45,17372920705,4,New Quote,5,general,128,9.1,Claim status inquiry,resolved,Transferred to supervisor,2.0,True
-13906,2024-09-11 12:11:14,19779932339,3,Policy Changes,6,general,1,12.8,Reinstate lapsed policy,resolved,Payment processed successfully,2.0,True
-13907,2024-09-11 12:27:59,13065143752,3,Policy Changes,5,general,260,4.2,Cancel policy,follow_up_needed,Customer requested manager,3.0,False
-13908,2024-09-11 12:40:42,15502418178,2,Billing & Payments,4,billing,152,4.3,Update payment method,resolved,Resolved on first call,4.0,True
-13909,2024-09-11 12:54:30,13874088661,3,Policy Changes,6,general,120,11.1,Payment not processed,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-13910,2024-09-11 13:11:08,12604207485,3,Policy Changes,5,general,70,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-13911,2024-09-11 13:28:56,18696999456,4,New Quote,6,general,24,6.6,Change coverage level,resolved,Policy updated per customer request,5.0,True
-13912,2024-09-11 13:46:07,16616828012,4,New Quote,5,general,56,7.1,General coverage question,resolved,Policy updated per customer request,4.0,True
-13913,2024-09-11 13:50:42,15658668782,0,Speak to Agent,6,general,91,7.4,Filing new auto claim,transferred,Escalated to claims adjuster,3.0,False
-13914,2024-09-11 13:57:19,16825183465,4,New Quote,5,general,0,3.7,General coverage question,resolved,Customer requested manager,4.0,True
-13915,2024-09-11 14:04:29,17545778171,4,New Quote,6,general,177,9.0,Remove vehicle from policy,resolved,Customer disconnected before resolution,2.0,True
-13916,2024-09-11 14:07:58,12766745800,2,Billing & Payments,4,billing,90,4.6,Payment not processed,resolved,Transferred to supervisor,4.0,True
-13917,2024-09-11 14:12:47,16976590719,4,New Quote,6,general,160,8.0,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-13918,2024-09-11 14:35:07,13875114334,1,Claims,7,claims,0,7.7,Cancel policy,resolved,Customer requested manager,3.0,True
-13919,2024-09-11 15:12:32,15113309041,0,Speak to Agent,6,general,269,7.7,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-13920,2024-09-11 15:16:19,12423217381,0,Speak to Agent,5,general,197,6.1,Reinstate lapsed policy,transferred,Escalated to claims adjuster,4.0,False
-13921,2024-09-11 16:00:56,18032521878,3,Policy Changes,6,general,0,5.2,Payment not processed,follow_up_needed,Resolved on first call,3.0,False
-13922,2024-09-11 16:08:51,17631930890,4,New Quote,6,general,136,6.8,Add driver to policy,transferred,Customer requested manager,1.0,False
-13923,2024-09-11 16:29:29,13032235715,3,Policy Changes,6,general,165,4.5,Claim status inquiry,transferred,Callback scheduled for tomorrow,2.0,False
-13924,2024-09-11 16:31:31,17555694653,4,New Quote,6,general,142,9.1,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-13925,2024-09-11 16:48:07,13083999106,3,Policy Changes,5,general,154,5.7,Claim status inquiry,resolved,Customer disconnected before resolution,4.0,True
-13926,2024-09-11 16:59:19,16489562698,4,New Quote,6,general,72,6.2,Inquire about premium increase,resolved,Customer requested manager,5.0,True
-13927,2024-09-11 17:09:15,14797023327,0,Speak to Agent,6,general,155,8.1,Change coverage level,follow_up_needed,"Information provided, no action needed",1.0,False
-13928,2024-09-11 17:10:01,16818434992,4,New Quote,5,general,132,7.1,Update address,follow_up_needed,Policy updated per customer request,3.0,False
-13929,2024-09-11 17:40:23,15858593326,2,Billing & Payments,4,billing,128,5.9,Reinstate lapsed policy,transferred,"Claim filed, reference number provided",5.0,False
-13930,2024-09-11 18:02:25,19930456217,4,New Quote,6,general,75,7.2,Claim status inquiry,resolved,Customer requested manager,4.0,True
-13931,2024-09-11 18:06:12,14381160439,3,Policy Changes,5,general,7,5.5,Complaint about service,resolved,Callback scheduled for tomorrow,5.0,True
-13932,2024-09-11 18:14:07,16568652991,3,Policy Changes,5,general,183,5.7,Cancel policy,follow_up_needed,Customer requested manager,2.0,False
-13933,2024-09-11 18:56:30,18633078593,4,New Quote,5,general,216,6.7,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,4.0,True
-13934,2024-09-12 07:12:28,16775872695,2,Billing & Payments,8,billing,277,0.0,General coverage question,abandoned,Customer abandoned,,False
-13935,2024-09-12 07:16:40,18504706027,1,Claims,7,claims,157,2.5,Dispute claim denial,resolved,Escalated to claims adjuster,5.0,True
-13936,2024-09-12 07:20:01,17054861386,3,Policy Changes,6,general,72,0.0,Report accident,abandoned,Customer abandoned,,False
-13937,2024-09-12 07:28:12,19481616730,2,Billing & Payments,8,billing,190,5.7,Complaint about service,resolved,Customer requested manager,5.0,True
-13938,2024-09-12 07:39:10,13531537754,0,Speak to Agent,6,general,17,9.9,General coverage question,resolved,"Information provided, no action needed",5.0,True
-13939,2024-09-12 07:51:49,18569853687,0,Speak to Agent,5,general,151,8.1,Dispute claim denial,follow_up_needed,Resolved on first call,1.0,False
-13940,2024-09-12 08:12:54,16151517684,1,Claims,7,claims,15,7.1,Filing new auto claim,follow_up_needed,Policy updated per customer request,3.0,False
-13941,2024-09-12 08:20:28,15634412437,2,Billing & Payments,3,billing,71,3.1,Update address,transferred,"Information provided, no action needed",3.0,False
-13942,2024-09-12 08:33:31,19840459779,2,Billing & Payments,8,billing,119,6.6,Filing new auto claim,resolved,Customer disconnected before resolution,3.0,True
-13943,2024-09-12 08:51:05,15436466808,4,New Quote,5,general,223,7.2,Complaint about service,follow_up_needed,Transferred to supervisor,5.0,False
-13944,2024-09-12 08:51:32,18157250513,2,Billing & Payments,8,billing,251,8.3,Request ID cards,resolved,Resolved on first call,3.0,True
-13945,2024-09-12 09:00:16,17995356453,0,Speak to Agent,6,general,125,10.8,Request proof of insurance,resolved,"Information provided, no action needed",4.0,True
-13946,2024-09-12 09:07:36,19957082702,4,New Quote,5,general,204,3.7,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-13947,2024-09-12 09:09:34,19321733612,0,Speak to Agent,6,general,154,6.5,Update payment method,follow_up_needed,Policy updated per customer request,3.0,False
-13948,2024-09-12 09:14:35,16610672737,2,Billing & Payments,4,billing,171,2.7,Request payment plan,follow_up_needed,Customer disconnected before resolution,3.0,False
-13949,2024-09-12 09:20:16,17017788547,4,New Quote,5,general,93,4.6,Cancel policy,resolved,Transferred to supervisor,4.0,True
-13950,2024-09-12 09:20:30,16565339047,3,Policy Changes,5,general,48,4.8,Update address,resolved,Customer requested manager,2.0,True
-13951,2024-09-12 09:31:14,18389998621,0,Speak to Agent,5,general,207,4.9,Payment not processed,resolved,"Claim filed, reference number provided",4.0,True
-13952,2024-09-12 09:38:02,19344799281,3,Policy Changes,6,general,216,8.6,Claim status inquiry,resolved,Customer requested manager,5.0,True
-13953,2024-09-12 09:40:01,17694387991,2,Billing & Payments,8,billing,189,5.6,Request proof of insurance,transferred,Customer disconnected before resolution,4.0,False
-13954,2024-09-12 09:41:37,16538480054,1,Claims,7,claims,170,4.6,Add driver to policy,resolved,Transferred to supervisor,3.0,True
-13955,2024-09-12 10:02:06,18213807483,2,Billing & Payments,8,billing,47,5.5,Request ID cards,follow_up_needed,"Claim filed, reference number provided",3.0,False
-13956,2024-09-12 10:10:51,13361321103,2,Billing & Payments,4,billing,133,4.3,Claim status inquiry,follow_up_needed,Escalated to claims adjuster,2.0,False
-13957,2024-09-12 10:29:43,19117775972,2,Billing & Payments,3,billing,138,5.4,Request payment plan,follow_up_needed,Policy updated per customer request,3.0,False
-13958,2024-09-12 10:55:36,13616855505,0,Speak to Agent,5,general,66,2.8,Add driver to policy,follow_up_needed,"Information provided, no action needed",5.0,False
-13959,2024-09-12 11:34:10,16619157557,0,Speak to Agent,5,general,186,2.9,Reinstate lapsed policy,transferred,Customer disconnected before resolution,4.0,False
-13960,2024-09-12 11:36:59,12728292163,3,Policy Changes,6,general,56,5.4,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-13961,2024-09-12 11:44:53,12495097624,1,Claims,7,claims,214,3.1,Filing new auto claim,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-13962,2024-09-12 11:54:10,18585673376,1,Claims,7,claims,119,2.7,Request proof of insurance,follow_up_needed,Policy updated per customer request,4.0,False
-13963,2024-09-12 12:21:55,12132196833,0,Speak to Agent,6,general,158,9.8,Update address,resolved,Callback scheduled for tomorrow,2.0,True
-13964,2024-09-12 12:24:47,16237196888,3,Policy Changes,5,general,88,4.8,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-13965,2024-09-12 12:37:19,12250928257,1,Claims,1,claims,224,5.7,Claim status inquiry,resolved,Customer requested manager,3.0,True
-13966,2024-09-12 12:38:46,19615600655,1,Claims,7,claims,167,3.1,Inquire about premium increase,transferred,Escalated to claims adjuster,3.0,False
-13967,2024-09-12 12:46:57,14337880848,1,Claims,1,claims,88,6.5,Request ID cards,follow_up_needed,Transferred to supervisor,3.0,False
-13968,2024-09-12 12:47:16,16514205646,3,Policy Changes,6,general,97,9.2,Report accident,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-13969,2024-09-12 12:48:41,12027769326,1,Claims,7,claims,84,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-13970,2024-09-12 12:52:19,17571329255,4,New Quote,6,general,231,7.6,Add driver to policy,resolved,Resolved on first call,5.0,True
-13971,2024-09-12 13:19:33,18261892708,1,Claims,7,claims,128,2.9,Request ID cards,resolved,"Information provided, no action needed",3.0,True
-13972,2024-09-12 13:21:36,15177115570,3,Policy Changes,5,general,130,6.6,General coverage question,follow_up_needed,"Claim filed, reference number provided",2.0,False
-13973,2024-09-12 13:28:23,16979544658,3,Policy Changes,5,general,169,2.1,Payment not processed,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-13974,2024-09-12 13:30:36,19243453683,4,New Quote,6,general,145,10.9,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-13975,2024-09-12 13:32:16,14755611690,1,Claims,1,claims,128,7.3,Request ID cards,follow_up_needed,Customer disconnected before resolution,3.0,False
-13976,2024-09-12 13:44:10,15929427567,3,Policy Changes,5,general,96,4.5,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-13977,2024-09-12 13:51:34,14800883211,2,Billing & Payments,4,billing,257,8.8,Ask about deductible,follow_up_needed,Resolved on first call,3.0,False
-13978,2024-09-12 14:30:22,18221036800,2,Billing & Payments,3,billing,83,5.7,Inquire about premium increase,resolved,Policy updated per customer request,2.0,True
-13979,2024-09-12 14:46:53,15191646093,3,Policy Changes,5,general,68,3.7,Cancel policy,transferred,Callback scheduled for tomorrow,5.0,False
-13980,2024-09-12 14:47:50,18642923422,4,New Quote,5,general,67,6.7,Request payment plan,resolved,"Information provided, no action needed",5.0,True
-13981,2024-09-12 15:14:06,15983425138,2,Billing & Payments,8,billing,80,7.2,Remove vehicle from policy,resolved,Customer disconnected before resolution,3.0,True
-13982,2024-09-12 15:14:17,17115333049,1,Claims,2,claims,109,10.4,Payment not processed,transferred,Callback scheduled for tomorrow,1.0,False
-13983,2024-09-12 15:17:41,16612002808,3,Policy Changes,6,general,0,7.2,Complaint about service,transferred,Resolved on first call,3.0,False
-13984,2024-09-12 15:25:48,16467324545,4,New Quote,6,general,138,7.5,Complaint about service,resolved,Resolved on first call,3.0,True
-13985,2024-09-12 15:30:12,19344755903,0,Speak to Agent,5,general,213,2.6,General coverage question,resolved,"Claim filed, reference number provided",4.0,True
-13986,2024-09-12 15:37:28,15383125209,4,New Quote,5,general,217,5.7,Remove vehicle from policy,resolved,"Claim filed, reference number provided",5.0,True
-13987,2024-09-12 15:41:51,13867704754,3,Policy Changes,6,general,206,13.7,Ask about deductible,resolved,Customer disconnected before resolution,5.0,True
-13988,2024-09-12 16:20:20,13181052953,2,Billing & Payments,4,billing,137,8.3,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-13989,2024-09-12 16:23:53,12459874593,3,Policy Changes,6,general,121,9.0,Remove vehicle from policy,follow_up_needed,Policy updated per customer request,2.0,False
-13990,2024-09-12 16:30:26,13646362732,2,Billing & Payments,3,billing,149,7.4,Cancel policy,follow_up_needed,Resolved on first call,4.0,False
-13991,2024-09-12 16:32:57,14156148775,3,Policy Changes,5,general,157,8.6,Ask about discounts,resolved,"Claim filed, reference number provided",5.0,True
-13992,2024-09-12 17:05:52,12332500158,3,Policy Changes,5,general,201,4.0,Ask about discounts,transferred,Escalated to claims adjuster,3.0,False
-13993,2024-09-12 17:57:13,18793369417,3,Policy Changes,5,general,150,2.9,Change coverage level,follow_up_needed,Customer disconnected before resolution,4.0,False
-13994,2024-09-12 18:31:39,19331516826,1,Claims,1,claims,0,7.1,Request ID cards,follow_up_needed,"Information provided, no action needed",3.0,False
-13995,2024-09-12 18:32:43,16409618533,2,Billing & Payments,4,billing,122,7.1,Cancel policy,resolved,Callback scheduled for tomorrow,4.0,True
-13996,2024-09-13 07:07:01,14556079005,1,Claims,7,claims,181,6.3,Request ID cards,resolved,Payment processed successfully,3.0,True
-13997,2024-09-13 07:38:57,13190381065,4,New Quote,5,general,95,5.5,Dispute claim denial,resolved,Payment processed successfully,5.0,True
-13998,2024-09-13 07:52:13,18357679092,3,Policy Changes,5,general,119,0.5,Cancel policy,resolved,Policy updated per customer request,4.0,True
-13999,2024-09-13 08:02:26,12929437142,2,Billing & Payments,8,billing,236,2.2,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-14000,2024-09-13 08:09:51,18536761490,1,Claims,1,claims,233,2.8,Ask about discounts,transferred,Payment processed successfully,3.0,False
-14001,2024-09-13 08:11:01,12966225662,1,Claims,7,claims,155,9.7,General coverage question,resolved,Customer requested manager,3.0,True
-14002,2024-09-13 08:23:40,16955013606,1,Claims,1,claims,205,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-14003,2024-09-13 08:26:29,13647058555,1,Claims,2,claims,0,1.7,Filing new auto claim,resolved,Customer requested manager,3.0,True
-14004,2024-09-13 09:02:14,18724505449,4,New Quote,6,general,199,9.6,Request proof of insurance,follow_up_needed,Payment processed successfully,2.0,False
-14005,2024-09-13 09:03:32,13054880411,0,Speak to Agent,5,general,61,6.0,Update payment method,transferred,Payment processed successfully,4.0,False
-14006,2024-09-13 09:09:57,17584755329,1,Claims,2,claims,187,3.6,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-14007,2024-09-13 09:32:05,18190400476,1,Claims,2,claims,185,7.6,Complaint about service,resolved,Transferred to supervisor,2.0,True
-14008,2024-09-13 09:54:49,16535764830,0,Speak to Agent,6,general,234,11.7,Update payment method,resolved,Transferred to supervisor,4.0,True
-14009,2024-09-13 10:00:33,13654818893,2,Billing & Payments,4,billing,212,1.3,Report accident,resolved,Customer disconnected before resolution,4.0,True
-14010,2024-09-13 10:09:16,19612349158,1,Claims,7,claims,68,9.2,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-14011,2024-09-13 10:13:26,18499343910,0,Speak to Agent,5,general,239,3.8,Request payment plan,resolved,Resolved on first call,4.0,True
-14012,2024-09-13 10:29:04,14229986375,2,Billing & Payments,4,billing,22,5.2,Add driver to policy,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-14013,2024-09-13 10:29:24,17499657980,1,Claims,7,claims,81,8.4,Claim status inquiry,resolved,Policy updated per customer request,4.0,True
-14014,2024-09-13 10:41:57,14400160711,4,New Quote,5,general,152,8.3,Request proof of insurance,resolved,Customer requested manager,5.0,True
-14015,2024-09-13 10:49:14,16563480880,4,New Quote,5,general,185,6.0,Request payment plan,resolved,Resolved on first call,3.0,True
-14016,2024-09-13 10:50:22,14618395354,3,Policy Changes,6,general,31,2.3,Claim status inquiry,follow_up_needed,Escalated to claims adjuster,2.0,False
-14017,2024-09-13 10:55:35,15297510973,2,Billing & Payments,3,billing,161,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-14018,2024-09-13 11:04:19,19202663956,0,Speak to Agent,6,general,188,7.1,Change coverage level,resolved,Resolved on first call,3.0,True
-14019,2024-09-13 11:18:48,16386762978,1,Claims,7,claims,106,6.0,Ask about deductible,follow_up_needed,"Information provided, no action needed",5.0,False
-14020,2024-09-13 11:24:03,13076684022,0,Speak to Agent,6,general,155,11.9,Remove vehicle from policy,resolved,Payment processed successfully,3.0,True
-14021,2024-09-13 11:34:51,13941128507,1,Claims,2,claims,60,9.8,Inquire about premium increase,resolved,Callback scheduled for tomorrow,2.0,True
-14022,2024-09-13 11:37:23,16519194596,3,Policy Changes,6,general,156,10.7,Update payment method,transferred,Escalated to claims adjuster,5.0,False
-14023,2024-09-13 11:37:42,16344993420,2,Billing & Payments,8,billing,66,7.8,Remove vehicle from policy,resolved,Customer disconnected before resolution,3.0,True
-14024,2024-09-13 11:52:41,15442481529,1,Claims,7,claims,149,4.4,Dispute claim denial,follow_up_needed,Payment processed successfully,2.0,False
-14025,2024-09-13 12:09:47,13168817476,2,Billing & Payments,4,billing,149,13.0,Request payment plan,resolved,Payment processed successfully,5.0,True
-14026,2024-09-13 12:24:07,16963913887,0,Speak to Agent,6,general,136,8.9,General coverage question,follow_up_needed,"Claim filed, reference number provided",4.0,False
-14027,2024-09-13 13:04:34,15293339858,3,Policy Changes,6,general,135,9.9,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-14028,2024-09-13 13:28:17,14621748017,0,Speak to Agent,5,general,115,3.6,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-14029,2024-09-13 13:50:12,14102411905,0,Speak to Agent,6,general,55,13.0,Ask about deductible,transferred,Transferred to supervisor,3.0,False
-14030,2024-09-13 13:51:43,12530376439,2,Billing & Payments,3,billing,106,0.5,Claim status inquiry,resolved,Escalated to claims adjuster,3.0,True
-14031,2024-09-13 14:12:50,13941872173,3,Policy Changes,5,general,89,7.6,Request proof of insurance,resolved,Resolved on first call,3.0,True
-14032,2024-09-13 14:15:09,16911209681,1,Claims,1,claims,197,7.0,Update payment method,transferred,Policy updated per customer request,4.0,False
-14033,2024-09-13 14:20:19,16124029651,0,Speak to Agent,5,general,126,7.7,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-14034,2024-09-13 14:23:59,17761563846,1,Claims,2,claims,211,4.0,Complaint about service,resolved,Payment processed successfully,4.0,True
-14035,2024-09-13 14:24:03,13976831739,0,Speak to Agent,6,general,117,6.6,Payment not processed,follow_up_needed,Escalated to claims adjuster,3.0,False
-14036,2024-09-13 14:30:10,13221911859,4,New Quote,6,general,156,6.4,Ask about deductible,follow_up_needed,Escalated to claims adjuster,3.0,False
-14037,2024-09-13 15:01:42,19091021041,3,Policy Changes,5,general,142,0.0,Request payment plan,abandoned,Customer abandoned,,False
-14038,2024-09-13 15:49:58,15556981677,0,Speak to Agent,6,general,263,10.0,Request proof of insurance,resolved,"Information provided, no action needed",3.0,True
-14039,2024-09-13 16:12:00,14480006165,1,Claims,7,claims,118,6.6,Report accident,resolved,Escalated to claims adjuster,3.0,True
-14040,2024-09-13 16:20:32,16162200917,1,Claims,2,claims,120,14.3,Update address,follow_up_needed,Escalated to claims adjuster,4.0,False
-14041,2024-09-13 16:29:32,13075236508,3,Policy Changes,5,general,207,5.5,Report accident,resolved,Resolved on first call,4.0,True
-14042,2024-09-13 16:31:35,15965911742,3,Policy Changes,5,general,156,4.6,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-14043,2024-09-13 16:34:21,13773451599,0,Speak to Agent,5,general,74,5.6,Ask about deductible,follow_up_needed,Policy updated per customer request,3.0,False
-14044,2024-09-13 16:38:38,13889300035,2,Billing & Payments,8,billing,122,10.0,Update address,resolved,"Information provided, no action needed",4.0,True
-14045,2024-09-13 16:45:46,16631042472,0,Speak to Agent,6,general,133,7.4,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",4.0,False
-14046,2024-09-13 17:31:17,14273840365,0,Speak to Agent,6,general,75,6.6,Payment not processed,resolved,Customer disconnected before resolution,3.0,True
-14047,2024-09-13 18:14:34,16114275461,0,Speak to Agent,5,general,109,4.8,Remove vehicle from policy,resolved,Customer disconnected before resolution,3.0,True
-14048,2024-09-13 18:15:09,14440160049,0,Speak to Agent,6,general,102,8.2,Payment not processed,resolved,Callback scheduled for tomorrow,4.0,True
-14049,2024-09-13 18:16:43,17866500041,0,Speak to Agent,6,general,12,6.7,Reinstate lapsed policy,resolved,Payment processed successfully,3.0,True
-14050,2024-09-13 18:19:39,17562978340,3,Policy Changes,6,general,0,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-14051,2024-09-13 18:35:09,16409529940,4,New Quote,6,general,137,10.2,Dispute claim denial,resolved,Customer disconnected before resolution,3.0,True
-14052,2024-09-14 09:06:54,18747108362,1,Claims,7,claims,81,4.4,Update payment method,resolved,"Information provided, no action needed",3.0,True
-14053,2024-09-14 09:09:38,16487413009,2,Billing & Payments,8,billing,0,6.2,Remove vehicle from policy,transferred,Resolved on first call,1.0,False
-14054,2024-09-14 09:18:16,18359743978,0,Speak to Agent,5,general,77,4.3,Request proof of insurance,resolved,Customer disconnected before resolution,3.0,True
-14055,2024-09-14 09:20:38,16034810338,1,Claims,2,claims,257,5.3,Report accident,transferred,Callback scheduled for tomorrow,5.0,False
-14056,2024-09-14 10:02:36,17383734053,2,Billing & Payments,3,billing,70,0.5,Add driver to policy,resolved,Customer disconnected before resolution,3.0,True
-14057,2024-09-14 10:13:24,18659913723,2,Billing & Payments,8,billing,125,4.7,Cancel policy,resolved,Payment processed successfully,3.0,True
-14058,2024-09-14 10:20:39,17596492840,4,New Quote,5,general,165,10.0,Complaint about service,resolved,Transferred to supervisor,3.0,True
-14059,2024-09-14 10:28:26,18308657003,4,New Quote,5,general,160,3.4,General coverage question,resolved,Customer requested manager,3.0,True
-14060,2024-09-14 10:35:23,19597549907,3,Policy Changes,6,general,67,2.9,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-14061,2024-09-14 10:35:39,14374947883,3,Policy Changes,5,general,29,0.7,Update address,resolved,Escalated to claims adjuster,5.0,True
-14062,2024-09-14 10:36:34,12882301138,0,Speak to Agent,5,general,240,4.9,Payment not processed,resolved,Transferred to supervisor,5.0,True
-14063,2024-09-14 10:39:30,15181358963,0,Speak to Agent,5,general,90,6.2,Remove vehicle from policy,resolved,Customer requested manager,4.0,True
-14064,2024-09-14 10:46:42,18872544679,1,Claims,2,claims,162,8.6,Ask about deductible,follow_up_needed,"Information provided, no action needed",2.0,False
-14065,2024-09-14 10:47:15,13622607052,3,Policy Changes,5,general,175,0.0,Update address,abandoned,Customer abandoned,,False
-14066,2024-09-14 10:49:04,12135140137,0,Speak to Agent,5,general,68,3.6,Add driver to policy,follow_up_needed,Payment processed successfully,4.0,False
-14067,2024-09-14 11:06:18,13922649162,3,Policy Changes,5,general,70,0.0,Request payment plan,abandoned,Customer abandoned,,False
-14068,2024-09-14 11:20:23,15246049121,4,New Quote,6,general,165,7.4,Update payment method,transferred,Customer disconnected before resolution,4.0,False
-14069,2024-09-14 11:21:11,13345078629,4,New Quote,6,general,240,2.8,Request payment plan,resolved,Policy updated per customer request,4.0,True
-14070,2024-09-14 11:21:56,16732579938,4,New Quote,6,general,225,8.5,Ask about discounts,resolved,Resolved on first call,3.0,True
-14071,2024-09-14 11:26:36,15799149567,0,Speak to Agent,5,general,112,5.0,Report accident,resolved,Customer requested manager,4.0,True
-14072,2024-09-14 11:37:37,18392361258,1,Claims,7,claims,104,4.1,Update payment method,resolved,Resolved on first call,3.0,True
-14073,2024-09-14 11:43:19,17030300990,1,Claims,1,claims,74,4.1,Complaint about service,resolved,Payment processed successfully,4.0,True
-14074,2024-09-14 11:57:16,17744538008,1,Claims,2,claims,171,8.0,Add driver to policy,resolved,"Information provided, no action needed",4.0,True
-14075,2024-09-14 12:49:07,13637775540,3,Policy Changes,6,general,212,2.2,Payment not processed,resolved,"Claim filed, reference number provided",3.0,True
-14076,2024-09-14 12:58:11,16575245786,4,New Quote,6,general,0,12.1,Claim status inquiry,resolved,Payment processed successfully,5.0,True
-14077,2024-09-16 07:13:18,16321414674,2,Billing & Payments,8,billing,190,6.2,Request proof of insurance,follow_up_needed,Transferred to supervisor,2.0,False
-14078,2024-09-16 07:23:23,19162549965,2,Billing & Payments,8,billing,215,6.8,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-14079,2024-09-16 07:29:40,12333482914,0,Speak to Agent,6,general,128,9.7,Complaint about service,resolved,Escalated to claims adjuster,5.0,True
-14080,2024-09-16 08:16:04,15704195361,0,Speak to Agent,5,general,119,4.1,Remove vehicle from policy,resolved,Payment processed successfully,3.0,True
-14081,2024-09-16 08:39:35,15840766318,2,Billing & Payments,8,billing,180,8.6,Complaint about service,follow_up_needed,Escalated to claims adjuster,2.0,False
-14082,2024-09-16 08:52:28,16812655911,2,Billing & Payments,8,billing,53,4.3,Add driver to policy,resolved,Customer disconnected before resolution,4.0,True
-14083,2024-09-16 09:16:53,12413691146,1,Claims,7,claims,0,5.7,Add driver to policy,follow_up_needed,Policy updated per customer request,3.0,False
-14084,2024-09-16 09:19:16,17975773255,3,Policy Changes,6,general,26,3.6,Update payment method,follow_up_needed,"Information provided, no action needed",3.0,False
-14085,2024-09-16 09:29:45,14041481007,1,Claims,7,claims,55,4.0,Complaint about service,resolved,Escalated to claims adjuster,4.0,True
-14086,2024-09-16 09:40:56,12349500471,1,Claims,2,claims,122,6.9,Update payment method,resolved,Policy updated per customer request,3.0,True
-14087,2024-09-16 09:59:15,13667281997,3,Policy Changes,5,general,220,4.0,Report accident,resolved,Transferred to supervisor,3.0,True
-14088,2024-09-16 10:07:02,16675914496,3,Policy Changes,5,general,0,5.1,Ask about deductible,resolved,"Claim filed, reference number provided",3.0,True
-14089,2024-09-16 10:16:54,13213542695,3,Policy Changes,6,general,0,5.9,Complaint about service,transferred,"Claim filed, reference number provided",4.0,False
-14090,2024-09-16 10:31:02,19049865724,3,Policy Changes,6,general,156,9.0,Dispute claim denial,resolved,Resolved on first call,5.0,True
-14091,2024-09-16 10:39:09,12440793023,4,New Quote,5,general,179,0.5,Ask about discounts,follow_up_needed,Customer disconnected before resolution,3.0,False
-14092,2024-09-16 10:47:12,13729680983,3,Policy Changes,6,general,117,6.3,Report accident,follow_up_needed,Policy updated per customer request,2.0,False
-14093,2024-09-16 10:53:28,18900758242,4,New Quote,6,general,2,0.0,Change coverage level,abandoned,Customer abandoned,,False
-14094,2024-09-16 11:14:41,19410090962,4,New Quote,6,general,113,7.2,Cancel policy,resolved,Callback scheduled for tomorrow,4.0,True
-14095,2024-09-16 11:18:25,15642125193,0,Speak to Agent,5,general,26,4.8,Complaint about service,resolved,Callback scheduled for tomorrow,5.0,True
-14096,2024-09-16 11:18:28,18623132012,0,Speak to Agent,5,general,13,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-14097,2024-09-16 11:21:10,16325861406,4,New Quote,5,general,9,4.6,Complaint about service,follow_up_needed,Customer disconnected before resolution,4.0,False
-14098,2024-09-16 11:25:01,18036562362,1,Claims,2,claims,121,7.8,Report accident,follow_up_needed,Customer disconnected before resolution,3.0,False
-14099,2024-09-16 11:41:35,16033196973,3,Policy Changes,5,general,191,7.3,Ask about deductible,resolved,Escalated to claims adjuster,5.0,True
-14100,2024-09-16 11:51:07,18996471677,1,Claims,7,claims,303,7.1,Claim status inquiry,resolved,Callback scheduled for tomorrow,5.0,True
-14101,2024-09-16 11:54:01,16021746218,3,Policy Changes,5,general,44,6.7,Complaint about service,transferred,Transferred to supervisor,2.0,False
-14102,2024-09-16 12:20:50,19539828447,1,Claims,7,claims,241,6.0,Payment not processed,resolved,Customer disconnected before resolution,5.0,True
-14103,2024-09-16 12:22:26,19024272178,3,Policy Changes,6,general,182,6.8,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-14104,2024-09-16 12:26:56,15167837751,3,Policy Changes,6,general,80,7.5,Reinstate lapsed policy,transferred,Payment processed successfully,3.0,False
-14105,2024-09-16 12:30:34,15539133126,3,Policy Changes,5,general,24,3.6,Filing new auto claim,follow_up_needed,"Claim filed, reference number provided",3.0,False
-14106,2024-09-16 12:39:33,16762692684,3,Policy Changes,6,general,102,4.1,Complaint about service,resolved,Customer disconnected before resolution,5.0,True
-14107,2024-09-16 12:44:51,14783198936,0,Speak to Agent,5,general,94,5.9,Request ID cards,resolved,"Claim filed, reference number provided",5.0,True
-14108,2024-09-16 12:57:41,19760937816,1,Claims,2,claims,117,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-14109,2024-09-16 13:06:44,16708506451,1,Claims,7,claims,348,7.2,Ask about discounts,resolved,Customer requested manager,3.0,True
-14110,2024-09-16 13:13:17,13596567212,4,New Quote,6,general,123,9.6,Inquire about premium increase,resolved,"Claim filed, reference number provided",4.0,True
-14111,2024-09-16 13:18:54,19306711019,4,New Quote,5,general,209,4.7,Dispute claim denial,resolved,"Claim filed, reference number provided",3.0,True
-14112,2024-09-16 13:25:53,12537335244,0,Speak to Agent,5,general,180,9.6,Inquire about premium increase,follow_up_needed,Escalated to claims adjuster,4.0,False
-14113,2024-09-16 13:31:32,14848039187,1,Claims,1,claims,241,4.3,Remove vehicle from policy,resolved,Transferred to supervisor,4.0,True
-14114,2024-09-16 13:50:22,16205705286,3,Policy Changes,6,general,119,0.0,Payment not processed,abandoned,Customer abandoned,,False
-14115,2024-09-16 13:56:16,15818014748,3,Policy Changes,5,general,51,0.0,Report accident,abandoned,Customer abandoned,,False
-14116,2024-09-16 14:04:34,15168241129,1,Claims,2,claims,158,5.0,Request proof of insurance,resolved,Payment processed successfully,2.0,True
-14117,2024-09-16 14:09:55,19126337704,3,Policy Changes,6,general,117,4.1,Update address,follow_up_needed,Escalated to claims adjuster,5.0,False
-14118,2024-09-16 14:11:03,12847078845,1,Claims,2,claims,122,7.9,Complaint about service,resolved,Customer disconnected before resolution,4.0,True
-14119,2024-09-16 14:16:59,14168928799,0,Speak to Agent,5,general,149,9.4,Update address,resolved,Callback scheduled for tomorrow,3.0,True
-14120,2024-09-16 14:27:36,12026853922,2,Billing & Payments,4,billing,284,4.5,Remove vehicle from policy,resolved,"Claim filed, reference number provided",3.0,True
-14121,2024-09-16 14:35:10,13265214360,3,Policy Changes,6,general,53,6.8,Filing new auto claim,follow_up_needed,Resolved on first call,3.0,False
-14122,2024-09-16 14:36:24,12178426200,0,Speak to Agent,6,general,211,4.5,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-14123,2024-09-16 14:45:50,19889129946,2,Billing & Payments,3,billing,73,0.0,Report accident,abandoned,Customer abandoned,,False
-14124,2024-09-16 14:48:28,16849488753,3,Policy Changes,5,general,98,2.3,Claim status inquiry,follow_up_needed,Customer requested manager,3.0,False
-14125,2024-09-16 15:11:19,13983556909,3,Policy Changes,6,general,252,9.4,Request ID cards,resolved,Escalated to claims adjuster,5.0,True
-14126,2024-09-16 15:14:02,16511699618,0,Speak to Agent,6,general,54,9.9,Add driver to policy,resolved,Callback scheduled for tomorrow,4.0,True
-14127,2024-09-16 15:15:37,16856045720,4,New Quote,6,general,162,9.1,Payment not processed,resolved,Resolved on first call,4.0,True
-14128,2024-09-16 15:21:38,17202606092,2,Billing & Payments,4,billing,233,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-14129,2024-09-16 15:52:15,16369535136,1,Claims,7,claims,89,8.4,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-14130,2024-09-16 15:54:42,13899041531,2,Billing & Payments,3,billing,59,8.2,Remove vehicle from policy,transferred,Escalated to claims adjuster,1.0,False
-14131,2024-09-16 15:54:47,17618217740,3,Policy Changes,5,general,174,5.8,Payment not processed,resolved,Policy updated per customer request,4.0,True
-14132,2024-09-16 15:57:37,16667661102,3,Policy Changes,5,general,38,5.9,Change coverage level,resolved,Resolved on first call,4.0,True
-14133,2024-09-16 16:05:40,12867565554,3,Policy Changes,5,general,119,2.4,Update address,resolved,Payment processed successfully,2.0,True
-14134,2024-09-16 16:15:48,14010180818,4,New Quote,6,general,2,0.0,Report accident,abandoned,Customer abandoned,,False
-14135,2024-09-16 16:17:51,13552901986,3,Policy Changes,6,general,171,10.4,Dispute claim denial,resolved,"Claim filed, reference number provided",3.0,True
-14136,2024-09-16 16:18:22,15775743423,1,Claims,1,claims,79,13.5,Update payment method,resolved,Customer requested manager,4.0,True
-14137,2024-09-16 16:21:55,13236732614,4,New Quote,6,general,194,11.3,Ask about discounts,transferred,Resolved on first call,1.0,False
-14138,2024-09-16 16:52:46,16531135281,2,Billing & Payments,8,billing,162,8.5,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-14139,2024-09-16 16:56:15,12000476510,2,Billing & Payments,8,billing,298,9.2,Payment not processed,follow_up_needed,"Information provided, no action needed",2.0,False
-14140,2024-09-16 16:58:10,13213453952,0,Speak to Agent,5,general,166,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-14141,2024-09-16 17:05:18,18831844754,3,Policy Changes,5,general,228,0.5,Cancel policy,transferred,Resolved on first call,2.0,False
-14142,2024-09-16 17:05:29,13181324494,1,Claims,2,claims,165,8.8,Add driver to policy,transferred,Policy updated per customer request,5.0,False
-14143,2024-09-16 17:09:27,15005479473,4,New Quote,6,general,97,8.4,Request ID cards,follow_up_needed,Escalated to claims adjuster,3.0,False
-14144,2024-09-16 17:10:22,14850511440,1,Claims,1,claims,69,7.9,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-14145,2024-09-16 17:25:25,16445876255,2,Billing & Payments,8,billing,96,0.0,Request ID cards,abandoned,Customer abandoned,,False
-14146,2024-09-16 17:50:32,13766507950,1,Claims,1,claims,0,3.6,Request payment plan,resolved,"Claim filed, reference number provided",3.0,True
-14147,2024-09-16 17:52:37,13095918002,1,Claims,1,claims,200,4.9,Report accident,transferred,"Information provided, no action needed",3.0,False
-14148,2024-09-16 17:55:27,12636605816,1,Claims,2,claims,157,10.3,Claim status inquiry,resolved,Resolved on first call,2.0,True
-14149,2024-09-16 18:00:01,12733700042,1,Claims,2,claims,54,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-14150,2024-09-16 18:03:59,13949484132,3,Policy Changes,6,general,45,6.5,Change coverage level,follow_up_needed,Customer disconnected before resolution,4.0,False
-14151,2024-09-16 18:11:09,19332516728,1,Claims,2,claims,127,10.2,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-14152,2024-09-17 07:08:19,14310606206,4,New Quote,6,general,270,7.1,Change coverage level,resolved,Customer requested manager,4.0,True
-14153,2024-09-17 07:12:54,16474848676,1,Claims,7,claims,0,9.2,Claim status inquiry,resolved,Customer disconnected before resolution,3.0,True
-14154,2024-09-17 07:37:45,13038125530,3,Policy Changes,6,general,134,7.5,Reinstate lapsed policy,follow_up_needed,Transferred to supervisor,2.0,False
-14155,2024-09-17 08:06:49,18014362077,1,Claims,2,claims,22,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-14156,2024-09-17 08:23:10,18406994824,3,Policy Changes,6,general,0,10.7,Payment not processed,resolved,Policy updated per customer request,3.0,True
-14157,2024-09-17 09:05:29,19108444028,2,Billing & Payments,4,billing,92,9.6,Complaint about service,resolved,"Claim filed, reference number provided",2.0,True
-14158,2024-09-17 09:15:50,18613774244,2,Billing & Payments,3,billing,47,3.9,Ask about deductible,resolved,"Claim filed, reference number provided",3.0,True
-14159,2024-09-17 09:19:17,17888325377,3,Policy Changes,6,general,218,5.7,Dispute claim denial,resolved,Customer requested manager,5.0,True
-14160,2024-09-17 09:20:12,13109284574,1,Claims,1,claims,155,8.4,Filing new auto claim,resolved,"Information provided, no action needed",3.0,True
-14161,2024-09-17 09:37:15,17660982836,2,Billing & Payments,4,billing,99,1.6,Request proof of insurance,resolved,"Information provided, no action needed",5.0,True
-14162,2024-09-17 09:44:02,17245283676,0,Speak to Agent,6,general,0,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-14163,2024-09-17 09:45:46,13964031124,0,Speak to Agent,6,general,54,11.6,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-14164,2024-09-17 09:47:04,15961487740,1,Claims,1,claims,86,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-14165,2024-09-17 09:56:23,12675422634,4,New Quote,5,general,89,6.1,Filing new auto claim,resolved,Escalated to claims adjuster,5.0,True
-14166,2024-09-17 10:00:12,19700429089,0,Speak to Agent,5,general,164,7.7,General coverage question,resolved,Resolved on first call,4.0,True
-14167,2024-09-17 10:09:53,18466951560,3,Policy Changes,5,general,34,8.3,Ask about deductible,transferred,Policy updated per customer request,3.0,False
-14168,2024-09-17 10:12:23,17728476348,3,Policy Changes,6,general,0,6.1,Complaint about service,resolved,Policy updated per customer request,3.0,True
-14169,2024-09-17 10:14:48,13272047626,3,Policy Changes,5,general,82,4.6,Reinstate lapsed policy,resolved,Payment processed successfully,2.0,True
-14170,2024-09-17 10:15:09,19590159572,3,Policy Changes,6,general,55,4.9,Request payment plan,follow_up_needed,Transferred to supervisor,1.0,False
-14171,2024-09-17 10:19:40,15151855309,4,New Quote,5,general,134,9.3,General coverage question,resolved,Resolved on first call,3.0,True
-14172,2024-09-17 10:20:53,12653121006,1,Claims,7,claims,0,5.0,Report accident,resolved,Payment processed successfully,3.0,True
-14173,2024-09-17 10:25:55,18218731571,2,Billing & Payments,4,billing,29,0.5,General coverage question,resolved,"Claim filed, reference number provided",5.0,True
-14174,2024-09-17 10:54:09,17921519253,0,Speak to Agent,5,general,0,3.2,Claim status inquiry,follow_up_needed,Customer requested manager,3.0,False
-14175,2024-09-17 11:05:45,18461635823,1,Claims,7,claims,117,3.8,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-14176,2024-09-17 11:06:06,12321960537,3,Policy Changes,5,general,248,4.2,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-14177,2024-09-17 11:09:48,19672845059,3,Policy Changes,5,general,9,7.1,Inquire about premium increase,resolved,Customer requested manager,4.0,True
-14178,2024-09-17 11:14:42,18940209743,2,Billing & Payments,8,billing,120,8.2,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-14179,2024-09-17 11:21:46,19932784609,4,New Quote,6,general,0,11.3,Payment not processed,resolved,"Information provided, no action needed",3.0,True
-14180,2024-09-17 11:40:24,15431988418,2,Billing & Payments,8,billing,0,4.1,Inquire about premium increase,transferred,Customer requested manager,3.0,False
-14181,2024-09-17 11:51:54,12624188452,4,New Quote,6,general,337,12.4,Cancel policy,follow_up_needed,Transferred to supervisor,3.0,False
-14182,2024-09-17 12:22:34,14792081140,3,Policy Changes,6,general,35,7.7,Cancel policy,transferred,Policy updated per customer request,5.0,False
-14183,2024-09-17 13:05:16,16301620290,4,New Quote,6,general,133,6.0,General coverage question,resolved,"Claim filed, reference number provided",3.0,True
-14184,2024-09-17 13:17:39,19608210151,1,Claims,1,claims,259,5.8,Inquire about premium increase,follow_up_needed,"Information provided, no action needed",4.0,False
-14185,2024-09-17 13:21:08,12733789432,4,New Quote,6,general,131,10.4,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-14186,2024-09-17 13:58:12,17304222495,4,New Quote,6,general,213,7.3,Remove vehicle from policy,resolved,Customer requested manager,3.0,True
-14187,2024-09-17 14:00:09,16711201135,1,Claims,2,claims,189,9.8,Request ID cards,resolved,Payment processed successfully,4.0,True
-14188,2024-09-17 14:04:42,17394779053,4,New Quote,6,general,0,6.8,Change coverage level,resolved,Callback scheduled for tomorrow,3.0,True
-14189,2024-09-17 14:04:51,14681723965,1,Claims,1,claims,126,2.3,Complaint about service,resolved,Escalated to claims adjuster,3.0,True
-14190,2024-09-17 14:07:11,13842929970,1,Claims,1,claims,107,2.2,Claim status inquiry,resolved,"Information provided, no action needed",5.0,True
-14191,2024-09-17 14:09:47,17019110521,3,Policy Changes,5,general,30,4.3,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-14192,2024-09-17 14:10:39,12808466427,1,Claims,7,claims,226,8.2,Request ID cards,follow_up_needed,Resolved on first call,2.0,False
-14193,2024-09-17 14:19:05,14682129526,3,Policy Changes,6,general,0,0.0,General coverage question,abandoned,Customer abandoned,,False
-14194,2024-09-17 14:19:53,15532505823,1,Claims,7,claims,195,5.5,Request ID cards,follow_up_needed,Customer disconnected before resolution,4.0,False
-14195,2024-09-17 14:51:58,19129826311,2,Billing & Payments,3,billing,21,5.6,Update payment method,resolved,Transferred to supervisor,4.0,True
-14196,2024-09-17 15:14:02,18829937556,2,Billing & Payments,3,billing,107,4.0,Inquire about premium increase,transferred,Policy updated per customer request,4.0,False
-14197,2024-09-17 15:14:49,15551793439,3,Policy Changes,6,general,319,6.7,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-14198,2024-09-17 15:27:02,16002936305,3,Policy Changes,6,general,297,5.3,Ask about deductible,follow_up_needed,Resolved on first call,2.0,False
-14199,2024-09-17 15:51:14,17070613254,1,Claims,7,claims,24,4.3,Ask about deductible,resolved,Escalated to claims adjuster,3.0,True
-14200,2024-09-17 15:56:47,13983644732,0,Speak to Agent,6,general,17,7.9,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-14201,2024-09-17 15:57:01,15205727277,3,Policy Changes,6,general,34,7.3,Payment not processed,resolved,Payment processed successfully,5.0,True
-14202,2024-09-17 15:58:46,13079181097,2,Billing & Payments,8,billing,91,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-14203,2024-09-17 16:01:34,19245825844,1,Claims,7,claims,51,5.8,General coverage question,resolved,Resolved on first call,3.0,True
-14204,2024-09-17 16:06:32,19318279867,2,Billing & Payments,8,billing,196,2.4,Claim status inquiry,resolved,Customer disconnected before resolution,4.0,True
-14205,2024-09-17 16:38:48,17224048235,2,Billing & Payments,3,billing,252,0.5,Complaint about service,follow_up_needed,Customer requested manager,5.0,False
-14206,2024-09-17 17:09:35,16931336524,0,Speak to Agent,5,general,151,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-14207,2024-09-17 17:11:48,12377712219,4,New Quote,5,general,257,7.6,Remove vehicle from policy,resolved,Policy updated per customer request,3.0,True
-14208,2024-09-17 18:01:18,14126598406,3,Policy Changes,6,general,74,4.0,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-14209,2024-09-17 18:04:03,17735631426,4,New Quote,6,general,113,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-14210,2024-09-17 18:04:36,19239555875,2,Billing & Payments,4,billing,104,5.7,Payment not processed,follow_up_needed,"Claim filed, reference number provided",3.0,False
-14211,2024-09-17 18:31:33,19373640271,1,Claims,2,claims,102,6.9,Remove vehicle from policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-14212,2024-09-17 18:32:10,15081399989,3,Policy Changes,6,general,32,9.3,Add driver to policy,follow_up_needed,Resolved on first call,2.0,False
-14213,2024-09-17 18:55:13,12251858614,1,Claims,1,claims,166,8.2,Filing new auto claim,transferred,Resolved on first call,3.0,False
-14214,2024-09-18 07:02:34,16280104614,4,New Quote,5,general,270,3.1,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-14215,2024-09-18 07:31:03,18832444101,3,Policy Changes,5,general,166,10.3,Reinstate lapsed policy,resolved,Transferred to supervisor,4.0,True
-14216,2024-09-18 07:49:59,13295552663,2,Billing & Payments,3,billing,138,12.0,Remove vehicle from policy,transferred,Escalated to claims adjuster,3.0,False
-14217,2024-09-18 07:50:02,14084615162,4,New Quote,6,general,50,11.3,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-14218,2024-09-18 07:59:02,13427534094,4,New Quote,5,general,74,3.5,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-14219,2024-09-18 08:04:06,17678131297,0,Speak to Agent,5,general,0,1.4,Reinstate lapsed policy,transferred,Transferred to supervisor,2.0,False
-14220,2024-09-18 08:09:36,15887337980,4,New Quote,6,general,81,11.3,Request ID cards,follow_up_needed,Customer requested manager,4.0,False
-14221,2024-09-18 08:18:54,12091635143,2,Billing & Payments,8,billing,177,3.7,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-14222,2024-09-18 08:23:57,13209800045,4,New Quote,5,general,248,6.4,Add driver to policy,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-14223,2024-09-18 08:28:06,12850905476,2,Billing & Payments,4,billing,129,2.7,Claim status inquiry,follow_up_needed,Customer disconnected before resolution,1.0,False
-14224,2024-09-18 08:37:38,14538196544,3,Policy Changes,6,general,16,7.4,Update payment method,resolved,Resolved on first call,4.0,True
-14225,2024-09-18 08:38:01,13632676297,0,Speak to Agent,5,general,60,4.7,Dispute claim denial,transferred,Policy updated per customer request,3.0,False
-14226,2024-09-18 09:13:08,17967395293,1,Claims,7,claims,161,0.0,Complaint about service,abandoned,Customer abandoned,,False
-14227,2024-09-18 09:17:45,17659150027,0,Speak to Agent,6,general,191,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-14228,2024-09-18 09:50:06,12063396801,2,Billing & Payments,3,billing,208,5.3,Update address,resolved,"Information provided, no action needed",4.0,True
-14229,2024-09-18 09:52:07,17171495312,2,Billing & Payments,4,billing,26,5.4,Payment not processed,resolved,Resolved on first call,4.0,True
-14230,2024-09-18 10:16:21,17773445331,3,Policy Changes,6,general,291,6.8,Inquire about premium increase,follow_up_needed,Customer requested manager,4.0,False
-14231,2024-09-18 10:23:57,17520140025,2,Billing & Payments,8,billing,61,6.6,General coverage question,resolved,Escalated to claims adjuster,3.0,True
-14232,2024-09-18 10:29:54,12674064156,3,Policy Changes,6,general,91,2.8,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-14233,2024-09-18 10:47:05,18805354016,4,New Quote,6,general,143,9.2,Report accident,resolved,Payment processed successfully,4.0,True
-14234,2024-09-18 10:51:03,16065012380,0,Speak to Agent,6,general,95,6.0,Update address,resolved,Resolved on first call,2.0,True
-14235,2024-09-18 10:58:52,19802148175,1,Claims,7,claims,300,9.5,Claim status inquiry,resolved,Policy updated per customer request,4.0,True
-14236,2024-09-18 11:07:25,16033936542,4,New Quote,5,general,304,1.5,Add driver to policy,transferred,Policy updated per customer request,1.0,False
-14237,2024-09-18 11:18:48,16541317650,0,Speak to Agent,5,general,42,10.4,Dispute claim denial,resolved,Transferred to supervisor,5.0,True
-14238,2024-09-18 11:21:27,16891041063,2,Billing & Payments,3,billing,0,6.9,Update payment method,follow_up_needed,Policy updated per customer request,3.0,False
-14239,2024-09-18 11:28:12,18583093587,0,Speak to Agent,6,general,16,7.5,Claim status inquiry,resolved,"Information provided, no action needed",5.0,True
-14240,2024-09-18 11:34:50,12848273553,3,Policy Changes,5,general,315,3.3,Update payment method,resolved,Policy updated per customer request,3.0,True
-14241,2024-09-18 12:09:32,18255427811,1,Claims,1,claims,133,4.2,Update address,resolved,Customer requested manager,5.0,True
-14242,2024-09-18 12:09:51,12214711337,2,Billing & Payments,3,billing,109,4.3,Cancel policy,follow_up_needed,Resolved on first call,3.0,False
-14243,2024-09-18 12:13:12,12190921970,0,Speak to Agent,5,general,0,4.9,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-14244,2024-09-18 12:30:24,17743676204,4,New Quote,6,general,0,7.2,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-14245,2024-09-18 12:34:00,18773155843,4,New Quote,6,general,0,14.8,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-14246,2024-09-18 12:54:46,15080715632,3,Policy Changes,6,general,0,10.5,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-14247,2024-09-18 13:08:36,12981069514,4,New Quote,5,general,118,6.4,Update address,transferred,Callback scheduled for tomorrow,3.0,False
-14248,2024-09-18 13:58:09,13078028846,3,Policy Changes,5,general,296,6.1,Update payment method,transferred,Payment processed successfully,2.0,False
-14249,2024-09-18 13:59:59,13500530014,3,Policy Changes,5,general,250,4.3,Remove vehicle from policy,follow_up_needed,Payment processed successfully,3.0,False
-14250,2024-09-18 14:00:28,18661329644,2,Billing & Payments,3,billing,185,0.5,Remove vehicle from policy,resolved,Resolved on first call,4.0,True
-14251,2024-09-18 14:11:11,16604589526,0,Speak to Agent,6,general,0,7.9,Add driver to policy,transferred,Customer requested manager,2.0,False
-14252,2024-09-18 14:11:47,16015921642,2,Billing & Payments,4,billing,248,5.4,Remove vehicle from policy,resolved,Resolved on first call,4.0,True
-14253,2024-09-18 14:22:19,17600499795,4,New Quote,5,general,136,0.0,Update address,abandoned,Customer abandoned,,False
-14254,2024-09-18 14:29:34,14622249190,4,New Quote,5,general,85,6.7,Remove vehicle from policy,resolved,Customer disconnected before resolution,3.0,True
-14255,2024-09-18 14:35:37,14234265230,1,Claims,1,claims,49,7.5,Update address,resolved,Escalated to claims adjuster,4.0,True
-14256,2024-09-18 15:05:01,12208844165,1,Claims,1,claims,129,6.5,Remove vehicle from policy,transferred,Resolved on first call,3.0,False
-14257,2024-09-18 15:12:31,18158873625,0,Speak to Agent,6,general,19,5.1,Add driver to policy,resolved,Callback scheduled for tomorrow,4.0,True
-14258,2024-09-18 15:18:00,14477947774,2,Billing & Payments,3,billing,157,6.1,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-14259,2024-09-18 15:18:17,18473325181,4,New Quote,5,general,105,4.9,Ask about deductible,transferred,Callback scheduled for tomorrow,4.0,False
-14260,2024-09-18 15:27:49,12176353595,1,Claims,1,claims,35,6.2,General coverage question,resolved,"Information provided, no action needed",4.0,True
-14261,2024-09-18 15:31:35,15029020067,2,Billing & Payments,4,billing,142,4.7,Payment not processed,resolved,"Information provided, no action needed",5.0,True
-14262,2024-09-18 15:52:30,12614760877,4,New Quote,5,general,86,3.2,Dispute claim denial,follow_up_needed,Transferred to supervisor,3.0,False
-14263,2024-09-18 16:05:24,16873509680,4,New Quote,5,general,233,7.1,Update payment method,resolved,Escalated to claims adjuster,4.0,True
-14264,2024-09-18 16:26:33,15832710154,1,Claims,7,claims,291,0.0,Cancel policy,abandoned,Customer abandoned,,False
-14265,2024-09-18 16:33:11,18820332981,0,Speak to Agent,5,general,85,5.9,Add driver to policy,follow_up_needed,Policy updated per customer request,2.0,False
-14266,2024-09-18 16:41:16,12043264615,1,Claims,7,claims,17,2.4,Cancel policy,resolved,Transferred to supervisor,3.0,True
-14267,2024-09-18 16:43:25,15157590055,2,Billing & Payments,4,billing,239,8.7,Report accident,follow_up_needed,Customer disconnected before resolution,3.0,False
-14268,2024-09-18 17:01:38,16427781691,4,New Quote,6,general,85,8.5,Payment not processed,follow_up_needed,Policy updated per customer request,2.0,False
-14269,2024-09-18 17:33:13,14794088980,1,Claims,2,claims,75,5.8,Ask about deductible,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-14270,2024-09-18 18:14:31,14438532516,1,Claims,1,claims,169,7.9,Request payment plan,follow_up_needed,"Information provided, no action needed",5.0,False
-14271,2024-09-18 18:14:49,17678475682,3,Policy Changes,5,general,176,4.9,Request ID cards,resolved,Resolved on first call,2.0,True
-14272,2024-09-18 18:19:15,19148948226,2,Billing & Payments,8,billing,67,5.6,Ask about deductible,resolved,Transferred to supervisor,5.0,True
-14273,2024-09-18 18:27:25,19360702340,4,New Quote,6,general,96,9.6,Ask about discounts,follow_up_needed,Resolved on first call,4.0,False
-14274,2024-09-18 18:30:32,12670575454,1,Claims,7,claims,18,5.6,Request payment plan,resolved,Escalated to claims adjuster,3.0,True
-14275,2024-09-18 18:39:15,19898370950,0,Speak to Agent,6,general,133,8.3,Change coverage level,follow_up_needed,Escalated to claims adjuster,2.0,False
-14276,2024-09-18 18:52:27,13225774281,2,Billing & Payments,8,billing,181,0.7,Request proof of insurance,transferred,Transferred to supervisor,3.0,False
-14277,2024-09-18 18:57:27,17621252102,0,Speak to Agent,5,general,221,8.7,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-14278,2024-09-18 18:59:25,16587395804,0,Speak to Agent,6,general,26,9.8,Complaint about service,resolved,Payment processed successfully,3.0,True
-14279,2024-09-19 07:08:00,13642340646,0,Speak to Agent,6,general,190,7.0,Request proof of insurance,resolved,"Claim filed, reference number provided",3.0,True
-14280,2024-09-19 07:13:05,17799267826,4,New Quote,6,general,251,10.3,Update address,transferred,Resolved on first call,4.0,False
-14281,2024-09-19 07:18:56,19162060059,3,Policy Changes,5,general,217,3.0,Filing new auto claim,follow_up_needed,Payment processed successfully,4.0,False
-14282,2024-09-19 07:35:12,16988991821,3,Policy Changes,6,general,96,8.7,Update payment method,resolved,Customer requested manager,3.0,True
-14283,2024-09-19 08:31:45,12134567354,1,Claims,1,claims,97,3.0,General coverage question,follow_up_needed,"Information provided, no action needed",3.0,False
-14284,2024-09-19 09:02:57,12230298982,2,Billing & Payments,4,billing,0,3.9,Report accident,transferred,Policy updated per customer request,3.0,False
-14285,2024-09-19 09:04:33,19681207762,4,New Quote,6,general,183,3.8,Cancel policy,resolved,Escalated to claims adjuster,3.0,True
-14286,2024-09-19 09:04:39,18473575211,1,Claims,7,claims,106,5.1,Add driver to policy,resolved,Resolved on first call,3.0,True
-14287,2024-09-19 09:16:07,17290188851,1,Claims,2,claims,29,6.9,Payment not processed,follow_up_needed,Transferred to supervisor,4.0,False
-14288,2024-09-19 09:18:31,19536308473,3,Policy Changes,6,general,126,1.1,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-14289,2024-09-19 09:22:00,13020044374,3,Policy Changes,5,general,64,2.4,Request ID cards,follow_up_needed,Resolved on first call,3.0,False
-14290,2024-09-19 09:23:51,14938600068,0,Speak to Agent,6,general,45,3.5,Update payment method,resolved,Policy updated per customer request,4.0,True
-14291,2024-09-19 09:25:54,12489300686,1,Claims,7,claims,0,5.3,Change coverage level,resolved,"Information provided, no action needed",5.0,True
-14292,2024-09-19 09:27:19,14137350873,1,Claims,2,claims,204,5.8,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-14293,2024-09-19 09:33:56,13993983553,2,Billing & Payments,3,billing,87,2.1,Cancel policy,follow_up_needed,Policy updated per customer request,4.0,False
-14294,2024-09-19 09:50:24,17120945676,4,New Quote,6,general,69,8.7,Claim status inquiry,resolved,Resolved on first call,4.0,True
-14295,2024-09-19 09:50:32,15876482720,3,Policy Changes,5,general,0,1.1,Claim status inquiry,resolved,Payment processed successfully,3.0,True
-14296,2024-09-19 10:04:03,14757423832,1,Claims,7,claims,77,7.1,Add driver to policy,follow_up_needed,Payment processed successfully,5.0,False
-14297,2024-09-19 10:21:17,12168865177,0,Speak to Agent,5,general,74,6.5,Payment not processed,transferred,"Information provided, no action needed",3.0,False
-14298,2024-09-19 10:21:49,12954059231,2,Billing & Payments,4,billing,245,5.3,Claim status inquiry,follow_up_needed,Transferred to supervisor,4.0,False
-14299,2024-09-19 10:24:39,17099936326,1,Claims,2,claims,112,7.6,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-14300,2024-09-19 10:29:35,14066168362,0,Speak to Agent,6,general,0,7.0,Update address,follow_up_needed,"Information provided, no action needed",5.0,False
-14301,2024-09-19 10:36:07,13057854314,4,New Quote,6,general,204,6.8,Reinstate lapsed policy,resolved,Transferred to supervisor,5.0,True
-14302,2024-09-19 10:42:04,18718089985,3,Policy Changes,6,general,20,7.3,Request payment plan,resolved,Escalated to claims adjuster,5.0,True
-14303,2024-09-19 10:44:50,15132232486,2,Billing & Payments,8,billing,229,0.0,Change coverage level,abandoned,Customer abandoned,,False
-14304,2024-09-19 10:57:58,12299186932,0,Speak to Agent,6,general,0,0.0,Report accident,abandoned,Customer abandoned,,False
-14305,2024-09-19 11:02:09,18070549582,1,Claims,2,claims,192,9.3,Cancel policy,resolved,Transferred to supervisor,2.0,True
-14306,2024-09-19 11:02:14,13422349781,1,Claims,1,claims,0,3.7,Complaint about service,transferred,Payment processed successfully,5.0,False
-14307,2024-09-19 11:02:18,13138261159,0,Speak to Agent,6,general,67,9.0,Remove vehicle from policy,resolved,Transferred to supervisor,4.0,True
-14308,2024-09-19 11:06:49,18191896623,1,Claims,2,claims,105,8.2,Request ID cards,follow_up_needed,"Claim filed, reference number provided",2.0,False
-14309,2024-09-19 11:08:41,13507256079,4,New Quote,6,general,12,10.8,Claim status inquiry,resolved,Resolved on first call,4.0,True
-14310,2024-09-19 11:36:05,13166121328,2,Billing & Payments,4,billing,168,7.4,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-14311,2024-09-19 11:40:38,19221983162,1,Claims,2,claims,286,4.8,Request payment plan,resolved,Escalated to claims adjuster,3.0,True
-14312,2024-09-19 12:32:06,12317160122,4,New Quote,6,general,83,10.6,Reinstate lapsed policy,transferred,Escalated to claims adjuster,1.0,False
-14313,2024-09-19 12:49:54,18691291315,0,Speak to Agent,5,general,86,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-14314,2024-09-19 13:11:41,18985691151,3,Policy Changes,6,general,68,10.2,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-14315,2024-09-19 13:44:34,17687265243,4,New Quote,5,general,143,8.1,Cancel policy,follow_up_needed,Payment processed successfully,3.0,False
-14316,2024-09-19 14:07:33,13065214036,1,Claims,2,claims,0,8.8,Remove vehicle from policy,resolved,"Information provided, no action needed",4.0,True
-14317,2024-09-19 14:11:29,18799975953,0,Speak to Agent,5,general,68,6.0,Dispute claim denial,follow_up_needed,Resolved on first call,2.0,False
-14318,2024-09-19 14:19:19,16734445416,1,Claims,1,claims,127,5.7,Inquire about premium increase,resolved,Callback scheduled for tomorrow,5.0,True
-14319,2024-09-19 14:23:47,12372897659,2,Billing & Payments,8,billing,151,4.9,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-14320,2024-09-19 14:36:14,15489062166,3,Policy Changes,5,general,39,3.9,Ask about discounts,resolved,Escalated to claims adjuster,2.0,True
-14321,2024-09-19 14:36:15,13118139148,1,Claims,1,claims,79,7.1,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-14322,2024-09-19 14:38:21,19744330809,2,Billing & Payments,4,billing,68,10.8,Inquire about premium increase,resolved,Resolved on first call,3.0,True
-14323,2024-09-19 14:42:34,15471470990,3,Policy Changes,5,general,55,3.8,Complaint about service,resolved,Resolved on first call,3.0,True
-14324,2024-09-19 14:43:52,15780323009,1,Claims,2,claims,10,3.7,Request payment plan,resolved,"Information provided, no action needed",5.0,True
-14325,2024-09-19 15:16:37,12610576763,0,Speak to Agent,5,general,81,2.8,Filing new auto claim,resolved,Resolved on first call,4.0,True
-14326,2024-09-19 15:19:47,15976102820,4,New Quote,5,general,44,5.9,Dispute claim denial,resolved,Transferred to supervisor,3.0,True
-14327,2024-09-19 15:20:12,13951313991,0,Speak to Agent,5,general,159,8.5,Cancel policy,follow_up_needed,"Claim filed, reference number provided",2.0,False
-14328,2024-09-19 16:02:05,12996693801,3,Policy Changes,6,general,148,6.7,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-14329,2024-09-19 16:12:44,12974050099,1,Claims,7,claims,173,5.2,Ask about discounts,follow_up_needed,Policy updated per customer request,3.0,False
-14330,2024-09-19 16:29:20,17895733575,2,Billing & Payments,3,billing,7,6.3,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,3.0,False
-14331,2024-09-19 16:43:30,12054256919,2,Billing & Payments,3,billing,25,5.4,Reinstate lapsed policy,follow_up_needed,Resolved on first call,2.0,False
-14332,2024-09-19 16:52:19,17554099484,0,Speak to Agent,5,general,105,5.9,Ask about deductible,resolved,Callback scheduled for tomorrow,2.0,True
-14333,2024-09-19 16:54:18,17146486292,1,Claims,1,claims,84,5.3,Report accident,transferred,Policy updated per customer request,4.0,False
-14334,2024-09-19 16:55:08,13655633531,1,Claims,1,claims,166,4.4,Dispute claim denial,resolved,Resolved on first call,3.0,True
-14335,2024-09-19 16:55:11,17957799567,3,Policy Changes,5,general,117,0.0,Complaint about service,abandoned,Customer abandoned,,False
-14336,2024-09-19 17:05:05,12525591693,2,Billing & Payments,8,billing,71,3.5,Complaint about service,follow_up_needed,Transferred to supervisor,5.0,False
-14337,2024-09-19 17:55:17,19434472391,3,Policy Changes,5,general,0,8.0,Request payment plan,follow_up_needed,Resolved on first call,4.0,False
-14338,2024-09-19 18:41:03,15702823473,2,Billing & Payments,3,billing,157,9.3,Filing new auto claim,transferred,"Claim filed, reference number provided",3.0,False
-14339,2024-09-19 18:42:10,18447706856,4,New Quote,6,general,323,10.8,Claim status inquiry,resolved,Customer requested manager,2.0,True
-14340,2024-09-19 18:49:05,13549649964,2,Billing & Payments,4,billing,0,0.0,Complaint about service,abandoned,Customer abandoned,,False
-14341,2024-09-20 07:00:51,17828483210,4,New Quote,6,general,155,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-14342,2024-09-20 07:06:51,19081854100,1,Claims,2,claims,84,4.9,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-14343,2024-09-20 07:10:04,13075858844,4,New Quote,6,general,200,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-14344,2024-09-20 07:41:25,12723064318,0,Speak to Agent,6,general,0,3.1,Ask about deductible,follow_up_needed,Customer disconnected before resolution,2.0,False
-14345,2024-09-20 07:54:35,19666741162,0,Speak to Agent,6,general,136,6.3,Change coverage level,resolved,Resolved on first call,5.0,True
-14346,2024-09-20 08:29:35,17595360903,2,Billing & Payments,4,billing,84,12.1,Change coverage level,resolved,Transferred to supervisor,4.0,True
-14347,2024-09-20 08:36:13,14695414781,1,Claims,2,claims,169,12.2,Add driver to policy,resolved,Transferred to supervisor,3.0,True
-14348,2024-09-20 08:45:45,14819153649,1,Claims,7,claims,73,5.0,Update address,resolved,"Claim filed, reference number provided",4.0,True
-14349,2024-09-20 08:48:22,13110634030,3,Policy Changes,6,general,219,5.9,Inquire about premium increase,transferred,Payment processed successfully,4.0,False
-14350,2024-09-20 09:01:48,12254268657,3,Policy Changes,5,general,171,4.8,Request ID cards,resolved,Customer requested manager,3.0,True
-14351,2024-09-20 09:04:41,17444234784,0,Speak to Agent,5,general,125,1.5,Add driver to policy,resolved,"Information provided, no action needed",2.0,True
-14352,2024-09-20 09:07:00,16664114129,2,Billing & Payments,4,billing,149,5.8,Request ID cards,transferred,Customer disconnected before resolution,3.0,False
-14353,2024-09-20 09:08:06,12014936224,3,Policy Changes,5,general,0,6.1,Request payment plan,resolved,Payment processed successfully,5.0,True
-14354,2024-09-20 09:34:35,13650350008,2,Billing & Payments,8,billing,57,6.9,Cancel policy,transferred,Policy updated per customer request,5.0,False
-14355,2024-09-20 09:50:47,14330371788,4,New Quote,5,general,23,8.7,Complaint about service,follow_up_needed,Payment processed successfully,4.0,False
-14356,2024-09-20 10:01:32,18010862328,0,Speak to Agent,5,general,169,6.1,Payment not processed,transferred,Escalated to claims adjuster,4.0,False
-14357,2024-09-20 10:07:04,16249674082,0,Speak to Agent,6,general,148,6.9,Dispute claim denial,resolved,Payment processed successfully,4.0,True
-14358,2024-09-20 10:11:12,12709875943,1,Claims,1,claims,168,6.8,Request proof of insurance,resolved,Policy updated per customer request,3.0,True
-14359,2024-09-20 10:11:25,15217761807,2,Billing & Payments,4,billing,206,1.5,Reinstate lapsed policy,resolved,"Information provided, no action needed",3.0,True
-14360,2024-09-20 10:15:20,17343359144,3,Policy Changes,5,general,97,0.0,Change coverage level,abandoned,Customer abandoned,,False
-14361,2024-09-20 10:21:27,18124484094,3,Policy Changes,5,general,10,3.4,Add driver to policy,resolved,Customer disconnected before resolution,3.0,True
-14362,2024-09-20 10:25:14,18307260978,2,Billing & Payments,8,billing,176,8.8,Request proof of insurance,resolved,Resolved on first call,4.0,True
-14363,2024-09-20 10:25:54,17123000078,4,New Quote,6,general,218,9.3,Payment not processed,follow_up_needed,"Claim filed, reference number provided",3.0,False
-14364,2024-09-20 10:30:06,12669533854,2,Billing & Payments,3,billing,190,1.3,Add driver to policy,resolved,Callback scheduled for tomorrow,3.0,True
-14365,2024-09-20 10:35:19,17980776165,3,Policy Changes,5,general,0,5.4,Remove vehicle from policy,resolved,Resolved on first call,3.0,True
-14366,2024-09-20 10:45:37,15939223249,1,Claims,2,claims,220,10.0,Request proof of insurance,follow_up_needed,Customer requested manager,2.0,False
-14367,2024-09-20 11:00:28,16731082386,4,New Quote,6,general,70,10.4,Add driver to policy,follow_up_needed,Transferred to supervisor,1.0,False
-14368,2024-09-20 11:02:00,15038128436,3,Policy Changes,6,general,197,12.5,Update address,resolved,Transferred to supervisor,5.0,True
-14369,2024-09-20 11:07:08,14272624094,1,Claims,2,claims,68,7.5,Update payment method,follow_up_needed,Escalated to claims adjuster,2.0,False
-14370,2024-09-20 11:08:02,15808841752,3,Policy Changes,5,general,227,9.5,Update payment method,follow_up_needed,Customer requested manager,5.0,False
-14371,2024-09-20 11:17:12,12832929402,4,New Quote,6,general,43,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-14372,2024-09-20 11:30:43,18304296395,1,Claims,7,claims,150,8.7,Request ID cards,resolved,Customer requested manager,5.0,True
-14373,2024-09-20 11:38:25,19645488760,2,Billing & Payments,4,billing,110,2.7,Update payment method,resolved,Transferred to supervisor,5.0,True
-14374,2024-09-20 11:39:20,16746289847,0,Speak to Agent,6,general,98,7.6,Change coverage level,follow_up_needed,Escalated to claims adjuster,3.0,False
-14375,2024-09-20 11:49:00,19992837842,2,Billing & Payments,4,billing,144,2.4,Complaint about service,resolved,Resolved on first call,4.0,True
-14376,2024-09-20 12:31:33,18086364910,2,Billing & Payments,4,billing,78,6.4,Request payment plan,resolved,Callback scheduled for tomorrow,3.0,True
-14377,2024-09-20 12:35:18,12920492457,2,Billing & Payments,3,billing,116,4.4,Inquire about premium increase,resolved,Escalated to claims adjuster,5.0,True
-14378,2024-09-20 12:41:11,17769519977,2,Billing & Payments,3,billing,126,2.1,Ask about deductible,resolved,Payment processed successfully,3.0,True
-14379,2024-09-20 12:44:04,18790186262,1,Claims,2,claims,109,8.9,Request proof of insurance,follow_up_needed,Customer requested manager,3.0,False
-14380,2024-09-20 12:51:15,13109434049,4,New Quote,5,general,144,4.8,Add driver to policy,resolved,"Claim filed, reference number provided",4.0,True
-14381,2024-09-20 13:24:06,14271086616,0,Speak to Agent,5,general,188,5.1,Update payment method,resolved,Escalated to claims adjuster,4.0,True
-14382,2024-09-20 13:40:21,14017518866,4,New Quote,6,general,58,11.0,Payment not processed,resolved,Resolved on first call,4.0,True
-14383,2024-09-20 13:52:33,12062222640,2,Billing & Payments,4,billing,214,7.2,Ask about discounts,follow_up_needed,"Information provided, no action needed",3.0,False
-14384,2024-09-20 14:13:42,12683431698,3,Policy Changes,5,general,302,3.4,Dispute claim denial,transferred,Customer disconnected before resolution,4.0,False
-14385,2024-09-20 14:20:03,17440103546,0,Speak to Agent,6,general,127,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-14386,2024-09-20 14:52:15,18869598132,0,Speak to Agent,5,general,0,9.4,Add driver to policy,resolved,Customer disconnected before resolution,5.0,True
-14387,2024-09-20 14:56:37,12350162120,2,Billing & Payments,3,billing,30,6.4,Inquire about premium increase,transferred,Resolved on first call,2.0,False
-14388,2024-09-20 15:28:38,18645643036,1,Claims,2,claims,260,0.8,Remove vehicle from policy,resolved,Escalated to claims adjuster,4.0,True
-14389,2024-09-20 15:30:01,18813777461,2,Billing & Payments,8,billing,0,4.2,Payment not processed,resolved,Customer requested manager,5.0,True
-14390,2024-09-20 15:31:15,19391203203,3,Policy Changes,6,general,179,9.9,Request ID cards,transferred,"Claim filed, reference number provided",4.0,False
-14391,2024-09-20 15:32:49,12295894866,3,Policy Changes,5,general,59,8.9,Cancel policy,resolved,Customer disconnected before resolution,5.0,True
-14392,2024-09-20 15:48:35,18261490965,2,Billing & Payments,3,billing,0,2.5,Request payment plan,follow_up_needed,Customer requested manager,3.0,False
-14393,2024-09-20 15:53:47,12091296377,2,Billing & Payments,8,billing,134,3.9,Change coverage level,resolved,Policy updated per customer request,4.0,True
-14394,2024-09-20 15:57:13,12917238246,0,Speak to Agent,6,general,319,0.0,Update payment method,abandoned,Customer abandoned,,False
-14395,2024-09-20 16:13:58,19570309154,3,Policy Changes,6,general,202,10.1,Update payment method,resolved,Callback scheduled for tomorrow,5.0,True
-14396,2024-09-20 16:20:10,14074130807,0,Speak to Agent,5,general,249,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-14397,2024-09-20 17:25:13,17120435870,0,Speak to Agent,6,general,212,9.6,Request ID cards,resolved,Policy updated per customer request,4.0,True
-14398,2024-09-20 18:08:26,13040086770,1,Claims,7,claims,0,7.7,Add driver to policy,resolved,Transferred to supervisor,5.0,True
-14399,2024-09-20 18:17:22,19076577218,0,Speak to Agent,6,general,99,5.2,Request proof of insurance,resolved,Callback scheduled for tomorrow,2.0,True
-14400,2024-09-20 18:48:57,17680706040,0,Speak to Agent,5,general,122,4.2,Complaint about service,follow_up_needed,Transferred to supervisor,2.0,False
-14401,2024-09-20 18:57:22,14557959064,1,Claims,7,claims,0,7.9,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-14402,2024-09-21 09:00:09,18637637901,1,Claims,7,claims,19,4.5,Add driver to policy,resolved,Callback scheduled for tomorrow,4.0,True
-14403,2024-09-21 09:01:23,12219131268,3,Policy Changes,6,general,0,9.0,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-14404,2024-09-21 09:14:06,12781346295,3,Policy Changes,6,general,168,10.7,Ask about deductible,transferred,Payment processed successfully,2.0,False
-14405,2024-09-21 09:19:29,19206376593,0,Speak to Agent,5,general,252,8.8,Remove vehicle from policy,resolved,Escalated to claims adjuster,3.0,True
-14406,2024-09-21 09:20:04,16667633081,3,Policy Changes,5,general,10,5.8,General coverage question,resolved,Customer disconnected before resolution,5.0,True
-14407,2024-09-21 09:29:32,14521215622,4,New Quote,6,general,32,15.5,Dispute claim denial,resolved,Payment processed successfully,3.0,True
-14408,2024-09-21 09:31:11,16285427756,0,Speak to Agent,5,general,129,7.9,General coverage question,resolved,Policy updated per customer request,5.0,True
-14409,2024-09-21 09:39:35,15463264586,3,Policy Changes,6,general,212,9.5,Report accident,follow_up_needed,"Claim filed, reference number provided",5.0,False
-14410,2024-09-21 09:42:29,13279585170,4,New Quote,5,general,0,4.2,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-14411,2024-09-21 09:43:24,15557485053,0,Speak to Agent,5,general,131,5.6,Filing new auto claim,resolved,Callback scheduled for tomorrow,4.0,True
-14412,2024-09-21 09:49:53,14946348038,1,Claims,1,claims,207,4.5,General coverage question,resolved,Customer disconnected before resolution,3.0,True
-14413,2024-09-21 09:51:59,13750171389,2,Billing & Payments,4,billing,128,3.9,Change coverage level,resolved,Resolved on first call,3.0,True
-14414,2024-09-21 09:54:56,14799790023,3,Policy Changes,5,general,0,2.6,Claim status inquiry,follow_up_needed,Customer disconnected before resolution,2.0,False
-14415,2024-09-21 09:59:38,13033659716,3,Policy Changes,6,general,137,10.8,Report accident,resolved,Callback scheduled for tomorrow,2.0,True
-14416,2024-09-21 10:09:52,18156542959,3,Policy Changes,5,general,203,0.0,Cancel policy,abandoned,Customer abandoned,,False
-14417,2024-09-21 10:14:35,13202621557,1,Claims,2,claims,18,8.7,Claim status inquiry,transferred,Customer requested manager,3.0,False
-14418,2024-09-21 10:21:19,18773000811,2,Billing & Payments,8,billing,22,5.7,Change coverage level,follow_up_needed,Resolved on first call,3.0,False
-14419,2024-09-21 10:23:11,18962039518,2,Billing & Payments,3,billing,108,4.9,Dispute claim denial,resolved,Callback scheduled for tomorrow,5.0,True
-14420,2024-09-21 10:46:58,16169652912,1,Claims,1,claims,0,12.5,Change coverage level,resolved,Escalated to claims adjuster,3.0,True
-14421,2024-09-21 11:00:38,19406757141,1,Claims,7,claims,48,9.9,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-14422,2024-09-21 11:09:52,13612160902,1,Claims,2,claims,130,12.5,Request ID cards,follow_up_needed,Transferred to supervisor,2.0,False
-14423,2024-09-21 11:37:20,16749689992,1,Claims,2,claims,124,6.8,Add driver to policy,resolved,Callback scheduled for tomorrow,3.0,True
-14424,2024-09-21 11:41:33,12725369974,0,Speak to Agent,6,general,11,5.8,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-14425,2024-09-21 11:52:55,16878247434,1,Claims,2,claims,0,6.8,Update payment method,resolved,"Information provided, no action needed",2.0,True
-14426,2024-09-21 11:54:45,14396083578,3,Policy Changes,5,general,103,5.5,Reinstate lapsed policy,resolved,Payment processed successfully,2.0,True
-14427,2024-09-21 12:04:55,16550496518,2,Billing & Payments,8,billing,145,4.0,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-14428,2024-09-21 12:21:02,13836429334,4,New Quote,5,general,124,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-14429,2024-09-21 12:21:04,12589985575,1,Claims,2,claims,176,8.8,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-14430,2024-09-21 12:24:57,16789040528,1,Claims,1,claims,118,5.5,General coverage question,resolved,Payment processed successfully,3.0,True
-14431,2024-09-21 12:38:19,15533072250,2,Billing & Payments,3,billing,14,0.0,Change coverage level,abandoned,Customer abandoned,,False
-14432,2024-09-21 12:43:34,18755378086,1,Claims,7,claims,124,0.5,Reinstate lapsed policy,transferred,Payment processed successfully,1.0,False
-14433,2024-09-21 12:46:25,12050452939,3,Policy Changes,6,general,0,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-14434,2024-09-21 12:47:05,15721127780,3,Policy Changes,6,general,388,13.8,Ask about discounts,transferred,Policy updated per customer request,3.0,False
-14435,2024-09-23 07:00:08,19139633109,1,Claims,2,claims,185,7.9,Report accident,follow_up_needed,Customer disconnected before resolution,4.0,False
-14436,2024-09-23 07:03:54,16790911212,1,Claims,7,claims,180,5.4,Dispute claim denial,follow_up_needed,Resolved on first call,3.0,False
-14437,2024-09-23 07:31:09,16656620923,2,Billing & Payments,8,billing,0,4.4,Request proof of insurance,resolved,Customer disconnected before resolution,3.0,True
-14438,2024-09-23 07:38:17,14868298714,3,Policy Changes,6,general,85,6.1,General coverage question,resolved,Customer requested manager,5.0,True
-14439,2024-09-23 07:58:55,15009378738,4,New Quote,5,general,71,6.1,Remove vehicle from policy,follow_up_needed,Resolved on first call,3.0,False
-14440,2024-09-23 08:25:07,13366131741,2,Billing & Payments,8,billing,157,12.4,Dispute claim denial,resolved,Customer disconnected before resolution,3.0,True
-14441,2024-09-23 08:28:43,16099983571,3,Policy Changes,5,general,161,5.8,Dispute claim denial,transferred,Escalated to claims adjuster,3.0,False
-14442,2024-09-23 08:33:15,12179167891,4,New Quote,6,general,88,12.0,Request payment plan,resolved,Callback scheduled for tomorrow,5.0,True
-14443,2024-09-23 08:38:43,13253204520,3,Policy Changes,6,general,79,10.4,Cancel policy,transferred,Customer requested manager,2.0,False
-14444,2024-09-23 08:44:01,19826529564,0,Speak to Agent,5,general,191,2.5,General coverage question,follow_up_needed,"Information provided, no action needed",3.0,False
-14445,2024-09-23 08:48:22,13748233146,2,Billing & Payments,3,billing,14,3.4,General coverage question,follow_up_needed,Transferred to supervisor,4.0,False
-14446,2024-09-23 09:02:50,14949428769,1,Claims,7,claims,150,2.5,Inquire about premium increase,resolved,Escalated to claims adjuster,5.0,True
-14447,2024-09-23 09:07:26,15965562413,2,Billing & Payments,3,billing,110,2.7,Filing new auto claim,resolved,Payment processed successfully,3.0,True
-14448,2024-09-23 09:10:03,19105993167,0,Speak to Agent,5,general,52,3.7,Request ID cards,resolved,Policy updated per customer request,4.0,True
-14449,2024-09-23 09:12:01,17824291488,4,New Quote,6,general,115,7.8,Cancel policy,transferred,Transferred to supervisor,3.0,False
-14450,2024-09-23 09:21:08,13199537415,0,Speak to Agent,6,general,142,6.5,Request payment plan,follow_up_needed,"Claim filed, reference number provided",1.0,False
-14451,2024-09-23 09:32:56,16530414314,2,Billing & Payments,8,billing,23,6.2,Complaint about service,resolved,"Information provided, no action needed",3.0,True
-14452,2024-09-23 09:39:56,18418897762,3,Policy Changes,5,general,185,4.5,Complaint about service,follow_up_needed,Payment processed successfully,4.0,False
-14453,2024-09-23 09:47:52,16441825179,3,Policy Changes,6,general,175,10.8,Request ID cards,transferred,Policy updated per customer request,5.0,False
-14454,2024-09-23 09:49:07,14108735534,0,Speak to Agent,6,general,155,9.0,Report accident,resolved,"Claim filed, reference number provided",3.0,True
-14455,2024-09-23 09:59:43,17481064267,0,Speak to Agent,6,general,261,11.5,Request proof of insurance,follow_up_needed,"Claim filed, reference number provided",5.0,False
-14456,2024-09-23 10:09:58,16600638565,1,Claims,2,claims,88,4.9,Cancel policy,resolved,Customer requested manager,5.0,True
-14457,2024-09-23 10:16:16,14394034676,2,Billing & Payments,3,billing,127,1.9,Inquire about premium increase,transferred,Policy updated per customer request,3.0,False
-14458,2024-09-23 10:27:23,19547887998,2,Billing & Payments,3,billing,157,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-14459,2024-09-23 10:27:47,17292656618,3,Policy Changes,5,general,201,4.3,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-14460,2024-09-23 10:49:52,17435331500,3,Policy Changes,6,general,100,13.1,Inquire about premium increase,transferred,"Information provided, no action needed",2.0,False
-14461,2024-09-23 10:57:05,14309383492,1,Claims,7,claims,151,0.5,Request ID cards,follow_up_needed,Resolved on first call,3.0,False
-14462,2024-09-23 10:57:28,16062859269,3,Policy Changes,5,general,29,8.8,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-14463,2024-09-23 10:59:37,14599711028,3,Policy Changes,6,general,93,8.3,Claim status inquiry,resolved,Escalated to claims adjuster,3.0,True
-14464,2024-09-23 11:00:42,18224978882,0,Speak to Agent,6,general,97,7.3,Claim status inquiry,follow_up_needed,"Claim filed, reference number provided",4.0,False
-14465,2024-09-23 11:14:35,19184925143,0,Speak to Agent,6,general,24,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-14466,2024-09-23 11:15:52,16044055561,0,Speak to Agent,6,general,0,7.8,Request proof of insurance,resolved,Payment processed successfully,3.0,True
-14467,2024-09-23 11:25:48,18403583220,1,Claims,1,claims,74,5.5,Request proof of insurance,resolved,Callback scheduled for tomorrow,2.0,True
-14468,2024-09-23 11:27:39,15625336528,1,Claims,7,claims,117,5.6,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-14469,2024-09-23 11:29:04,19454860723,2,Billing & Payments,8,billing,159,1.1,Report accident,resolved,Customer requested manager,4.0,True
-14470,2024-09-23 11:32:14,12619158571,2,Billing & Payments,3,billing,144,4.7,Cancel policy,resolved,Policy updated per customer request,3.0,True
-14471,2024-09-23 11:33:01,19479438083,0,Speak to Agent,5,general,57,6.1,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-14472,2024-09-23 11:34:17,16865400517,2,Billing & Payments,3,billing,169,3.6,Cancel policy,follow_up_needed,Resolved on first call,4.0,False
-14473,2024-09-23 11:40:45,19215949468,0,Speak to Agent,5,general,143,6.4,General coverage question,resolved,Payment processed successfully,4.0,True
-14474,2024-09-23 11:42:39,13464341082,4,New Quote,5,general,116,6.6,Report accident,resolved,Transferred to supervisor,2.0,True
-14475,2024-09-23 11:43:43,13760637085,3,Policy Changes,5,general,20,8.2,Payment not processed,resolved,Callback scheduled for tomorrow,3.0,True
-14476,2024-09-23 11:46:12,12692827395,1,Claims,1,claims,207,6.8,Update address,resolved,Callback scheduled for tomorrow,4.0,True
-14477,2024-09-23 11:53:48,19499683015,4,New Quote,5,general,114,1.5,Inquire about premium increase,transferred,"Information provided, no action needed",4.0,False
-14478,2024-09-23 11:57:35,18912262100,3,Policy Changes,5,general,41,2.1,Change coverage level,resolved,Customer disconnected before resolution,2.0,True
-14479,2024-09-23 12:11:39,18820628917,2,Billing & Payments,3,billing,220,1.4,Payment not processed,follow_up_needed,"Claim filed, reference number provided",4.0,False
-14480,2024-09-23 12:12:19,14462674970,3,Policy Changes,6,general,207,11.2,Update payment method,resolved,Resolved on first call,4.0,True
-14481,2024-09-23 12:26:31,14197823122,3,Policy Changes,5,general,126,0.5,Filing new auto claim,follow_up_needed,Customer disconnected before resolution,3.0,False
-14482,2024-09-23 12:37:05,16804474886,0,Speak to Agent,5,general,199,6.6,Request ID cards,follow_up_needed,Policy updated per customer request,5.0,False
-14483,2024-09-23 12:39:45,17648949362,1,Claims,7,claims,246,7.3,Cancel policy,resolved,Policy updated per customer request,4.0,True
-14484,2024-09-23 12:44:31,12440270641,4,New Quote,6,general,0,5.7,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-14485,2024-09-23 12:55:19,15841233695,4,New Quote,5,general,145,5.3,Ask about discounts,resolved,Customer requested manager,4.0,True
-14486,2024-09-23 13:12:44,18392773343,1,Claims,2,claims,112,8.4,Payment not processed,resolved,Customer requested manager,4.0,True
-14487,2024-09-23 13:15:46,15697679285,3,Policy Changes,5,general,44,3.8,Report accident,resolved,Policy updated per customer request,2.0,True
-14488,2024-09-23 13:43:12,17693060931,2,Billing & Payments,3,billing,24,6.8,Request proof of insurance,resolved,Escalated to claims adjuster,3.0,True
-14489,2024-09-23 13:51:53,13939744812,2,Billing & Payments,4,billing,161,7.1,Payment not processed,resolved,Payment processed successfully,2.0,True
-14490,2024-09-23 13:58:19,15431025136,0,Speak to Agent,5,general,166,3.2,Report accident,follow_up_needed,"Information provided, no action needed",2.0,False
-14491,2024-09-23 13:59:19,14819726373,0,Speak to Agent,6,general,137,5.2,Filing new auto claim,resolved,Customer disconnected before resolution,3.0,True
-14492,2024-09-23 14:08:30,17430678309,1,Claims,2,claims,67,5.4,Ask about discounts,resolved,"Information provided, no action needed",3.0,True
-14493,2024-09-23 14:11:47,19816458288,3,Policy Changes,6,general,0,0.0,Update address,abandoned,Customer abandoned,,False
-14494,2024-09-23 14:20:55,18086490929,1,Claims,7,claims,120,5.2,Ask about discounts,resolved,Customer requested manager,4.0,True
-14495,2024-09-23 14:42:00,19174803433,0,Speak to Agent,5,general,123,4.3,Ask about discounts,resolved,Escalated to claims adjuster,2.0,True
-14496,2024-09-23 14:49:02,15366880849,3,Policy Changes,5,general,140,6.4,Cancel policy,follow_up_needed,Policy updated per customer request,3.0,False
-14497,2024-09-23 15:02:52,17650631402,3,Policy Changes,6,general,331,0.0,Update address,abandoned,Customer abandoned,,False
-14498,2024-09-23 15:03:22,17117015357,2,Billing & Payments,3,billing,13,3.4,Remove vehicle from policy,resolved,Customer disconnected before resolution,3.0,True
-14499,2024-09-23 15:06:34,17753002577,4,New Quote,5,general,207,4.7,Complaint about service,resolved,Transferred to supervisor,4.0,True
-14500,2024-09-23 15:06:52,12087116732,3,Policy Changes,5,general,54,6.0,Reinstate lapsed policy,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-14501,2024-09-23 15:09:44,13231617496,4,New Quote,6,general,201,4.7,Request ID cards,resolved,Payment processed successfully,5.0,True
-14502,2024-09-23 15:13:10,15142338656,0,Speak to Agent,6,general,105,7.0,Filing new auto claim,follow_up_needed,Resolved on first call,4.0,False
-14503,2024-09-23 15:17:46,14589481588,2,Billing & Payments,3,billing,8,0.0,Update payment method,abandoned,Customer abandoned,,False
-14504,2024-09-23 15:24:45,16815929829,2,Billing & Payments,8,billing,106,4.0,Change coverage level,resolved,Transferred to supervisor,5.0,True
-14505,2024-09-23 15:24:48,12102691141,4,New Quote,6,general,126,9.6,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-14506,2024-09-23 15:28:04,15525085533,4,New Quote,5,general,145,7.0,Request ID cards,resolved,Customer requested manager,5.0,True
-14507,2024-09-23 15:37:32,18259638557,1,Claims,1,claims,136,4.0,Request payment plan,resolved,Policy updated per customer request,2.0,True
-14508,2024-09-23 15:40:10,13111190348,1,Claims,2,claims,115,6.5,General coverage question,resolved,"Claim filed, reference number provided",3.0,True
-14509,2024-09-23 15:42:42,16462806602,0,Speak to Agent,5,general,0,4.9,Update payment method,transferred,"Claim filed, reference number provided",3.0,False
-14510,2024-09-23 15:48:09,15294747521,2,Billing & Payments,3,billing,31,3.4,Payment not processed,resolved,Transferred to supervisor,3.0,True
-14511,2024-09-23 16:02:49,18952122034,2,Billing & Payments,3,billing,220,0.9,Add driver to policy,resolved,Customer requested manager,3.0,True
-14512,2024-09-23 16:05:06,13017771701,4,New Quote,6,general,80,6.3,General coverage question,resolved,"Information provided, no action needed",3.0,True
-14513,2024-09-23 16:08:32,16719189036,4,New Quote,5,general,209,4.8,Change coverage level,resolved,Transferred to supervisor,4.0,True
-14514,2024-09-23 16:12:55,15570432783,3,Policy Changes,5,general,0,3.8,Complaint about service,resolved,Payment processed successfully,3.0,True
-14515,2024-09-23 16:14:15,13843850887,1,Claims,1,claims,0,7.2,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-14516,2024-09-23 16:26:15,17065126345,3,Policy Changes,5,general,164,6.0,Filing new auto claim,resolved,"Claim filed, reference number provided",3.0,True
-14517,2024-09-23 16:26:47,17901734151,3,Policy Changes,6,general,0,9.3,Payment not processed,follow_up_needed,Resolved on first call,2.0,False
-14518,2024-09-23 16:32:44,16377868382,0,Speak to Agent,6,general,123,3.1,Change coverage level,resolved,"Claim filed, reference number provided",2.0,True
-14519,2024-09-23 16:48:06,12957043641,4,New Quote,6,general,123,7.8,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-14520,2024-09-23 16:48:34,19900467304,3,Policy Changes,6,general,107,10.4,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-14521,2024-09-23 17:17:00,12655552202,0,Speak to Agent,6,general,0,8.4,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-14522,2024-09-23 17:19:15,14040798338,0,Speak to Agent,6,general,131,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-14523,2024-09-23 17:24:03,17714041183,1,Claims,7,claims,69,0.5,Filing new auto claim,resolved,Transferred to supervisor,3.0,True
-14524,2024-09-23 17:28:36,12679763566,1,Claims,1,claims,163,7.0,Report accident,resolved,Resolved on first call,4.0,True
-14525,2024-09-23 17:30:59,17785817402,1,Claims,7,claims,129,8.7,Add driver to policy,transferred,Transferred to supervisor,2.0,False
-14526,2024-09-23 17:41:35,13080996269,2,Billing & Payments,3,billing,239,4.7,Remove vehicle from policy,follow_up_needed,"Information provided, no action needed",3.0,False
-14527,2024-09-23 17:41:52,14227287115,2,Billing & Payments,4,billing,260,7.3,Inquire about premium increase,transferred,Payment processed successfully,3.0,False
-14528,2024-09-23 17:51:05,15404089986,3,Policy Changes,5,general,86,2.8,Remove vehicle from policy,transferred,"Information provided, no action needed",2.0,False
-14529,2024-09-23 18:04:00,16205977579,4,New Quote,5,general,230,7.0,Request payment plan,resolved,"Information provided, no action needed",3.0,True
-14530,2024-09-23 18:07:12,18364384164,4,New Quote,6,general,69,9.4,Request payment plan,resolved,Callback scheduled for tomorrow,3.0,True
-14531,2024-09-23 18:10:25,18725569363,2,Billing & Payments,8,billing,0,3.1,General coverage question,resolved,Callback scheduled for tomorrow,5.0,True
-14532,2024-09-23 18:12:40,13591072408,0,Speak to Agent,5,general,213,1.3,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-14533,2024-09-23 18:16:39,16073844433,2,Billing & Payments,4,billing,184,3.0,Change coverage level,transferred,Callback scheduled for tomorrow,3.0,False
-14534,2024-09-23 18:27:18,18562734618,4,New Quote,5,general,110,5.6,Payment not processed,resolved,Escalated to claims adjuster,5.0,True
-14535,2024-09-23 18:52:43,19551020399,1,Claims,7,claims,79,6.9,Ask about discounts,resolved,Customer requested manager,5.0,True
-14536,2024-09-23 18:53:32,13755883000,1,Claims,1,claims,267,2.3,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-14537,2024-09-23 18:56:52,14935383510,0,Speak to Agent,6,general,36,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-14538,2024-09-24 07:06:13,13648011985,2,Billing & Payments,4,billing,251,9.4,Report accident,resolved,Transferred to supervisor,4.0,True
-14539,2024-09-24 07:08:38,18324714672,2,Billing & Payments,4,billing,169,4.9,Request proof of insurance,resolved,"Claim filed, reference number provided",3.0,True
-14540,2024-09-24 07:28:58,13886341350,3,Policy Changes,6,general,45,9.3,Claim status inquiry,follow_up_needed,Policy updated per customer request,4.0,False
-14541,2024-09-24 07:35:35,18577708367,0,Speak to Agent,5,general,92,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-14542,2024-09-24 07:39:40,18082028422,1,Claims,1,claims,90,10.2,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-14543,2024-09-24 08:08:38,18755908913,0,Speak to Agent,6,general,272,8.0,Add driver to policy,resolved,"Claim filed, reference number provided",5.0,True
-14544,2024-09-24 08:11:12,16843148647,3,Policy Changes,5,general,128,6.9,Filing new auto claim,follow_up_needed,Policy updated per customer request,3.0,False
-14545,2024-09-24 08:36:12,19414984489,2,Billing & Payments,4,billing,132,8.6,Cancel policy,transferred,Callback scheduled for tomorrow,3.0,False
-14546,2024-09-24 08:38:36,13957817425,3,Policy Changes,6,general,83,10.7,Change coverage level,resolved,Customer disconnected before resolution,5.0,True
-14547,2024-09-24 08:45:30,12253088748,4,New Quote,5,general,108,0.0,Update payment method,abandoned,Customer abandoned,,False
-14548,2024-09-24 08:55:04,17761649165,4,New Quote,5,general,1,1.7,Filing new auto claim,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-14549,2024-09-24 08:57:59,15485926015,0,Speak to Agent,5,general,140,5.2,Update payment method,follow_up_needed,Transferred to supervisor,3.0,False
-14550,2024-09-24 09:11:00,14199308002,4,New Quote,6,general,22,12.8,Request proof of insurance,follow_up_needed,Customer disconnected before resolution,3.0,False
-14551,2024-09-24 09:11:38,14323428559,0,Speak to Agent,5,general,229,6.1,Report accident,resolved,Payment processed successfully,3.0,True
-14552,2024-09-24 09:15:45,12192527268,1,Claims,1,claims,0,9.1,Payment not processed,transferred,"Claim filed, reference number provided",3.0,False
-14553,2024-09-24 09:19:20,19195740705,2,Billing & Payments,4,billing,219,6.9,General coverage question,resolved,Transferred to supervisor,4.0,True
-14554,2024-09-24 09:21:36,14919870301,4,New Quote,5,general,28,6.6,Claim status inquiry,resolved,"Information provided, no action needed",5.0,True
-14555,2024-09-24 09:45:01,12001582462,2,Billing & Payments,4,billing,120,9.4,Remove vehicle from policy,transferred,Customer disconnected before resolution,3.0,False
-14556,2024-09-24 09:58:18,19407095999,1,Claims,7,claims,342,10.1,Request proof of insurance,resolved,"Claim filed, reference number provided",5.0,True
-14557,2024-09-24 09:58:52,13046839873,2,Billing & Payments,3,billing,0,2.7,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-14558,2024-09-24 10:00:31,19607108061,4,New Quote,5,general,99,5.7,Reinstate lapsed policy,transferred,Transferred to supervisor,2.0,False
-14559,2024-09-24 10:02:12,12054317136,0,Speak to Agent,6,general,132,2.5,Dispute claim denial,follow_up_needed,Transferred to supervisor,3.0,False
-14560,2024-09-24 10:03:08,14217483293,3,Policy Changes,6,general,135,7.3,Report accident,resolved,Policy updated per customer request,4.0,True
-14561,2024-09-24 10:06:21,13812757372,1,Claims,1,claims,193,9.6,Ask about deductible,follow_up_needed,"Information provided, no action needed",4.0,False
-14562,2024-09-24 10:13:19,14382175114,1,Claims,2,claims,29,5.3,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-14563,2024-09-24 10:17:39,15398086208,4,New Quote,6,general,21,11.2,Update payment method,resolved,Transferred to supervisor,4.0,True
-14564,2024-09-24 10:20:02,15049356815,1,Claims,1,claims,188,8.4,Update address,resolved,"Information provided, no action needed",4.0,True
-14565,2024-09-24 10:31:51,13185734044,0,Speak to Agent,5,general,297,2.8,Inquire about premium increase,transferred,"Information provided, no action needed",3.0,False
-14566,2024-09-24 10:37:09,16474668885,3,Policy Changes,6,general,21,9.0,Ask about discounts,resolved,"Claim filed, reference number provided",2.0,True
-14567,2024-09-24 10:39:22,15167099131,2,Billing & Payments,4,billing,156,3.9,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-14568,2024-09-24 10:52:55,15254735020,0,Speak to Agent,6,general,127,0.0,Change coverage level,abandoned,Customer abandoned,,False
-14569,2024-09-24 11:26:04,12256943812,2,Billing & Payments,3,billing,90,6.4,Request payment plan,transferred,Callback scheduled for tomorrow,3.0,False
-14570,2024-09-24 11:47:20,12534637682,3,Policy Changes,6,general,171,12.2,Ask about discounts,transferred,Escalated to claims adjuster,2.0,False
-14571,2024-09-24 11:47:28,19052943071,2,Billing & Payments,4,billing,43,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-14572,2024-09-24 11:48:52,18835917890,3,Policy Changes,6,general,145,7.3,Change coverage level,resolved,Callback scheduled for tomorrow,5.0,True
-14573,2024-09-24 11:53:35,16547202085,3,Policy Changes,6,general,302,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-14574,2024-09-24 12:02:51,13263712057,2,Billing & Payments,3,billing,148,3.9,Inquire about premium increase,resolved,Policy updated per customer request,5.0,True
-14575,2024-09-24 12:22:38,12206948863,4,New Quote,6,general,347,7.1,Dispute claim denial,resolved,Payment processed successfully,5.0,True
-14576,2024-09-24 12:23:57,16704111726,3,Policy Changes,6,general,104,13.4,Dispute claim denial,follow_up_needed,Customer disconnected before resolution,2.0,False
-14577,2024-09-24 13:22:23,19624105840,0,Speak to Agent,5,general,102,7.9,General coverage question,resolved,Callback scheduled for tomorrow,3.0,True
-14578,2024-09-24 13:41:56,18715201183,3,Policy Changes,6,general,95,6.6,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-14579,2024-09-24 13:51:17,18273506806,4,New Quote,5,general,51,6.3,Add driver to policy,resolved,Resolved on first call,4.0,True
-14580,2024-09-24 14:00:24,18104227782,2,Billing & Payments,4,billing,0,2.7,General coverage question,resolved,"Claim filed, reference number provided",2.0,True
-14581,2024-09-24 14:10:52,18741686844,1,Claims,7,claims,148,4.7,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-14582,2024-09-24 14:22:47,15190666155,1,Claims,1,claims,161,3.3,Ask about discounts,resolved,Payment processed successfully,3.0,True
-14583,2024-09-24 14:57:48,16137754890,4,New Quote,6,general,289,11.0,Update address,follow_up_needed,"Claim filed, reference number provided",4.0,False
-14584,2024-09-24 15:09:19,19141442241,0,Speak to Agent,6,general,292,8.7,General coverage question,follow_up_needed,Customer disconnected before resolution,1.0,False
-14585,2024-09-24 15:18:38,16724607894,1,Claims,2,claims,51,7.3,Dispute claim denial,resolved,"Claim filed, reference number provided",3.0,True
-14586,2024-09-24 15:35:33,12499763407,4,New Quote,6,general,87,6.0,Reinstate lapsed policy,resolved,Resolved on first call,2.0,True
-14587,2024-09-24 15:43:43,16123031600,1,Claims,1,claims,182,1.6,Claim status inquiry,resolved,Escalated to claims adjuster,3.0,True
-14588,2024-09-24 15:49:40,13676473522,4,New Quote,6,general,79,6.8,Claim status inquiry,resolved,Payment processed successfully,5.0,True
-14589,2024-09-24 16:14:07,18222643839,3,Policy Changes,5,general,110,4.8,Filing new auto claim,follow_up_needed,"Information provided, no action needed",3.0,False
-14590,2024-09-24 16:30:33,18783682184,0,Speak to Agent,6,general,158,0.0,Request payment plan,abandoned,Customer abandoned,,False
-14591,2024-09-24 16:32:41,16199885322,1,Claims,2,claims,201,6.9,Ask about discounts,follow_up_needed,Customer disconnected before resolution,3.0,False
-14592,2024-09-24 16:45:33,12773551767,1,Claims,7,claims,183,5.6,Report accident,resolved,Customer disconnected before resolution,3.0,True
-14593,2024-09-24 17:19:57,14172252641,3,Policy Changes,5,general,266,4.7,Update payment method,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-14594,2024-09-24 17:22:33,15284246834,1,Claims,7,claims,143,4.0,Request ID cards,follow_up_needed,Payment processed successfully,2.0,False
-14595,2024-09-24 18:10:56,14909231800,2,Billing & Payments,3,billing,34,3.7,Update address,resolved,"Information provided, no action needed",4.0,True
-14596,2024-09-24 18:12:39,19403442878,3,Policy Changes,5,general,72,11.8,Dispute claim denial,transferred,Customer disconnected before resolution,2.0,False
-14597,2024-09-24 18:26:47,14956575245,1,Claims,7,claims,15,9.0,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-14598,2024-09-24 18:42:54,19629894144,2,Billing & Payments,4,billing,245,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-14599,2024-09-25 07:08:51,16226403034,3,Policy Changes,5,general,41,2.6,Report accident,follow_up_needed,Customer requested manager,4.0,False
-14600,2024-09-25 07:22:13,12905586491,3,Policy Changes,5,general,206,2.6,Dispute claim denial,resolved,Customer disconnected before resolution,3.0,True
-14601,2024-09-25 08:07:07,14845361602,1,Claims,2,claims,205,10.8,Dispute claim denial,follow_up_needed,Customer requested manager,5.0,False
-14602,2024-09-25 08:09:13,18457506752,3,Policy Changes,6,general,151,6.5,General coverage question,resolved,"Claim filed, reference number provided",4.0,True
-14603,2024-09-25 08:13:47,16426020853,4,New Quote,5,general,0,2.6,Ask about deductible,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-14604,2024-09-25 08:47:51,17398737841,1,Claims,2,claims,56,13.0,Payment not processed,resolved,Callback scheduled for tomorrow,4.0,True
-14605,2024-09-25 08:50:26,17569336133,3,Policy Changes,5,general,3,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-14606,2024-09-25 09:02:13,14581487311,1,Claims,2,claims,227,5.9,Reinstate lapsed policy,follow_up_needed,Customer disconnected before resolution,2.0,False
-14607,2024-09-25 09:07:13,16078921521,4,New Quote,6,general,214,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-14608,2024-09-25 09:16:39,17922560703,4,New Quote,5,general,182,0.5,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-14609,2024-09-25 09:16:40,12571430490,2,Billing & Payments,4,billing,0,7.6,Cancel policy,resolved,Customer disconnected before resolution,3.0,True
-14610,2024-09-25 09:23:57,17501638319,3,Policy Changes,5,general,160,2.8,Payment not processed,follow_up_needed,"Information provided, no action needed",4.0,False
-14611,2024-09-25 09:24:49,16669604686,1,Claims,1,claims,47,5.0,Request payment plan,follow_up_needed,Customer disconnected before resolution,3.0,False
-14612,2024-09-25 09:27:55,18144993029,4,New Quote,6,general,0,9.7,Request ID cards,transferred,Payment processed successfully,4.0,False
-14613,2024-09-25 09:52:03,17519974063,2,Billing & Payments,8,billing,79,5.1,Request ID cards,resolved,Policy updated per customer request,4.0,True
-14614,2024-09-25 09:58:00,12330669413,4,New Quote,6,general,110,6.7,Update payment method,resolved,"Information provided, no action needed",3.0,True
-14615,2024-09-25 10:03:07,15903821446,2,Billing & Payments,8,billing,174,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-14616,2024-09-25 10:12:06,16351843334,2,Billing & Payments,4,billing,83,4.4,Request ID cards,transferred,Callback scheduled for tomorrow,2.0,False
-14617,2024-09-25 10:23:35,17923483556,4,New Quote,6,general,77,6.0,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,5.0,False
-14618,2024-09-25 10:31:02,16195063441,1,Claims,7,claims,182,8.9,Change coverage level,follow_up_needed,Transferred to supervisor,3.0,False
-14619,2024-09-25 10:35:29,17559187200,1,Claims,1,claims,75,5.0,Update payment method,resolved,Escalated to claims adjuster,4.0,True
-14620,2024-09-25 10:40:11,17747373352,0,Speak to Agent,6,general,111,7.1,Request payment plan,resolved,Callback scheduled for tomorrow,5.0,True
-14621,2024-09-25 10:42:58,16612310103,0,Speak to Agent,6,general,217,2.7,Inquire about premium increase,resolved,Payment processed successfully,3.0,True
-14622,2024-09-25 10:51:35,13178000961,4,New Quote,5,general,313,0.0,Change coverage level,abandoned,Customer abandoned,,False
-14623,2024-09-25 10:54:59,12501276683,2,Billing & Payments,3,billing,83,1.8,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-14624,2024-09-25 10:56:02,18809287122,3,Policy Changes,6,general,7,12.2,Claim status inquiry,resolved,Callback scheduled for tomorrow,5.0,True
-14625,2024-09-25 11:25:23,19702065633,4,New Quote,6,general,117,7.2,Add driver to policy,transferred,Policy updated per customer request,2.0,False
-14626,2024-09-25 11:54:06,15028396126,2,Billing & Payments,3,billing,74,6.1,Change coverage level,resolved,"Information provided, no action needed",5.0,True
-14627,2024-09-25 11:55:24,15433878184,1,Claims,2,claims,92,8.9,Payment not processed,follow_up_needed,Customer disconnected before resolution,3.0,False
-14628,2024-09-25 12:10:44,15542610040,3,Policy Changes,5,general,178,10.1,Dispute claim denial,transferred,Policy updated per customer request,2.0,False
-14629,2024-09-25 12:41:17,15346037288,0,Speak to Agent,6,general,4,11.0,Add driver to policy,follow_up_needed,Payment processed successfully,3.0,False
-14630,2024-09-25 12:56:08,19983888364,2,Billing & Payments,4,billing,158,3.7,Update payment method,resolved,"Information provided, no action needed",4.0,True
-14631,2024-09-25 13:23:07,14666330971,4,New Quote,6,general,85,9.1,Update payment method,resolved,"Information provided, no action needed",3.0,True
-14632,2024-09-25 13:24:34,16541162336,1,Claims,2,claims,50,10.0,Update payment method,resolved,Resolved on first call,3.0,True
-14633,2024-09-25 13:26:01,15888979431,0,Speak to Agent,5,general,207,1.8,Cancel policy,transferred,Policy updated per customer request,2.0,False
-14634,2024-09-25 13:27:11,19075896672,0,Speak to Agent,5,general,261,0.0,Update payment method,abandoned,Customer abandoned,,False
-14635,2024-09-25 13:45:32,19283675690,2,Billing & Payments,8,billing,126,2.2,Request proof of insurance,follow_up_needed,Resolved on first call,4.0,False
-14636,2024-09-25 14:04:52,19121119904,0,Speak to Agent,6,general,0,6.5,Dispute claim denial,follow_up_needed,Transferred to supervisor,5.0,False
-14637,2024-09-25 14:51:48,17401658400,4,New Quote,5,general,86,7.0,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-14638,2024-09-25 14:52:58,17860736374,2,Billing & Payments,3,billing,127,8.8,Update address,resolved,Transferred to supervisor,4.0,True
-14639,2024-09-25 15:07:41,14410204391,1,Claims,7,claims,148,5.2,Add driver to policy,resolved,"Claim filed, reference number provided",5.0,True
-14640,2024-09-25 15:20:30,15195203636,1,Claims,2,claims,88,7.8,Dispute claim denial,resolved,Policy updated per customer request,3.0,True
-14641,2024-09-25 16:14:58,19196101610,4,New Quote,5,general,0,2.5,Request proof of insurance,resolved,Policy updated per customer request,4.0,True
-14642,2024-09-25 16:18:19,15190087074,1,Claims,2,claims,164,10.5,Reinstate lapsed policy,transferred,Transferred to supervisor,3.0,False
-14643,2024-09-25 16:23:55,19322157058,3,Policy Changes,5,general,161,5.4,Request payment plan,follow_up_needed,"Claim filed, reference number provided",1.0,False
-14644,2024-09-25 16:28:52,12962136537,2,Billing & Payments,4,billing,156,5.5,Ask about deductible,follow_up_needed,"Information provided, no action needed",3.0,False
-14645,2024-09-25 16:31:32,13207481881,2,Billing & Payments,3,billing,162,0.5,General coverage question,transferred,"Claim filed, reference number provided",3.0,False
-14646,2024-09-25 16:32:40,18788436753,0,Speak to Agent,6,general,65,7.9,Payment not processed,follow_up_needed,"Information provided, no action needed",3.0,False
-14647,2024-09-25 16:53:47,15596257928,2,Billing & Payments,8,billing,138,2.4,Update payment method,follow_up_needed,Transferred to supervisor,3.0,False
-14648,2024-09-25 17:02:08,13033106216,1,Claims,2,claims,143,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-14649,2024-09-25 17:09:22,18660345654,3,Policy Changes,5,general,176,0.9,Complaint about service,resolved,Escalated to claims adjuster,4.0,True
-14650,2024-09-25 17:09:32,18539011527,1,Claims,1,claims,72,0.0,Change coverage level,abandoned,Customer abandoned,,False
-14651,2024-09-25 17:23:03,19068971228,4,New Quote,5,general,244,6.4,Cancel policy,transferred,Customer disconnected before resolution,2.0,False
-14652,2024-09-25 17:30:08,18340866696,0,Speak to Agent,6,general,30,11.3,Ask about deductible,resolved,Payment processed successfully,5.0,True
-14653,2024-09-25 17:51:15,18481935538,1,Claims,7,claims,38,5.9,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-14654,2024-09-25 17:51:44,17689645989,0,Speak to Agent,5,general,20,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-14655,2024-09-25 18:01:32,13705342814,0,Speak to Agent,5,general,139,11.3,Payment not processed,resolved,Customer disconnected before resolution,5.0,True
-14656,2024-09-25 18:14:40,19445968570,1,Claims,2,claims,219,9.7,Remove vehicle from policy,resolved,"Information provided, no action needed",4.0,True
-14657,2024-09-25 18:21:15,18675592810,3,Policy Changes,6,general,213,9.8,Complaint about service,resolved,Policy updated per customer request,3.0,True
-14658,2024-09-25 18:51:48,14270554002,2,Billing & Payments,8,billing,128,2.9,Report accident,resolved,Transferred to supervisor,5.0,True
-14659,2024-09-26 07:04:07,13917771441,2,Billing & Payments,4,billing,65,6.4,Request payment plan,resolved,Payment processed successfully,4.0,True
-14660,2024-09-26 07:05:10,15551399126,2,Billing & Payments,3,billing,67,4.7,Claim status inquiry,follow_up_needed,Resolved on first call,4.0,False
-14661,2024-09-26 07:08:14,15813804087,3,Policy Changes,6,general,159,6.6,Request payment plan,follow_up_needed,"Claim filed, reference number provided",4.0,False
-14662,2024-09-26 07:20:51,18811837843,3,Policy Changes,5,general,51,7.3,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,2.0,True
-14663,2024-09-26 07:26:31,13415275927,3,Policy Changes,5,general,248,4.3,Change coverage level,follow_up_needed,Policy updated per customer request,4.0,False
-14664,2024-09-26 07:27:31,19968908176,0,Speak to Agent,5,general,142,4.8,General coverage question,resolved,"Claim filed, reference number provided",5.0,True
-14665,2024-09-26 07:31:12,14113661370,1,Claims,1,claims,0,11.3,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",3.0,True
-14666,2024-09-26 07:31:55,12920190832,2,Billing & Payments,3,billing,48,7.9,Change coverage level,follow_up_needed,Resolved on first call,2.0,False
-14667,2024-09-26 08:02:50,17102385703,0,Speak to Agent,5,general,88,2.2,Request proof of insurance,resolved,Customer requested manager,4.0,True
-14668,2024-09-26 08:12:07,18345548129,0,Speak to Agent,5,general,135,5.6,Complaint about service,follow_up_needed,Resolved on first call,4.0,False
-14669,2024-09-26 08:19:38,18249182773,2,Billing & Payments,3,billing,220,5.3,Change coverage level,follow_up_needed,Payment processed successfully,3.0,False
-14670,2024-09-26 08:41:49,14851103522,4,New Quote,5,general,172,9.7,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-14671,2024-09-26 08:47:57,17640508560,4,New Quote,6,general,229,6.4,Claim status inquiry,follow_up_needed,Escalated to claims adjuster,5.0,False
-14672,2024-09-26 08:53:29,18248815051,4,New Quote,5,general,156,3.4,Inquire about premium increase,follow_up_needed,Escalated to claims adjuster,3.0,False
-14673,2024-09-26 09:00:54,19415566335,3,Policy Changes,6,general,0,8.1,Inquire about premium increase,resolved,Policy updated per customer request,5.0,True
-14674,2024-09-26 09:06:01,16973875601,1,Claims,1,claims,96,9.1,General coverage question,resolved,Resolved on first call,5.0,True
-14675,2024-09-26 09:21:19,14259982756,4,New Quote,6,general,222,8.9,Claim status inquiry,follow_up_needed,Customer requested manager,3.0,False
-14676,2024-09-26 09:43:22,13915634873,2,Billing & Payments,8,billing,109,9.3,Update address,resolved,Customer disconnected before resolution,5.0,True
-14677,2024-09-26 09:46:43,15874402061,4,New Quote,5,general,150,9.4,Request ID cards,resolved,Resolved on first call,3.0,True
-14678,2024-09-26 09:57:08,17543719180,4,New Quote,5,general,185,0.5,Filing new auto claim,resolved,Resolved on first call,2.0,True
-14679,2024-09-26 09:59:42,18659989427,3,Policy Changes,5,general,120,7.2,Request ID cards,follow_up_needed,"Claim filed, reference number provided",3.0,False
-14680,2024-09-26 10:05:57,19640713003,2,Billing & Payments,4,billing,3,11.4,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-14681,2024-09-26 10:08:13,13744509253,4,New Quote,6,general,127,8.2,Request proof of insurance,resolved,Customer disconnected before resolution,4.0,True
-14682,2024-09-26 10:11:35,17738998992,4,New Quote,6,general,116,5.9,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-14683,2024-09-26 10:11:52,13829263279,0,Speak to Agent,5,general,212,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-14684,2024-09-26 10:15:06,12222208992,3,Policy Changes,5,general,40,2.9,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-14685,2024-09-26 10:26:46,18154319457,3,Policy Changes,5,general,224,1.0,Ask about discounts,resolved,Resolved on first call,5.0,True
-14686,2024-09-26 10:30:41,14988234476,2,Billing & Payments,8,billing,243,5.5,Inquire about premium increase,resolved,Resolved on first call,4.0,True
-14687,2024-09-26 10:45:50,12371377423,0,Speak to Agent,6,general,66,12.0,Payment not processed,resolved,Escalated to claims adjuster,3.0,True
-14688,2024-09-26 11:00:28,15959712172,1,Claims,2,claims,197,8.3,Request proof of insurance,follow_up_needed,Escalated to claims adjuster,3.0,False
-14689,2024-09-26 11:04:29,13870549054,3,Policy Changes,6,general,167,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-14690,2024-09-26 11:18:54,19523286010,0,Speak to Agent,5,general,99,4.8,Filing new auto claim,resolved,Policy updated per customer request,5.0,True
-14691,2024-09-26 11:26:23,13734694324,4,New Quote,6,general,108,11.2,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-14692,2024-09-26 11:29:44,16633854244,2,Billing & Payments,4,billing,160,6.5,Ask about deductible,resolved,"Information provided, no action needed",3.0,True
-14693,2024-09-26 11:40:28,18441456961,3,Policy Changes,6,general,340,6.3,Payment not processed,transferred,Escalated to claims adjuster,3.0,False
-14694,2024-09-26 11:43:32,15030645062,4,New Quote,5,general,101,7.4,Remove vehicle from policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-14695,2024-09-26 12:08:38,12655892137,4,New Quote,5,general,100,5.5,Payment not processed,follow_up_needed,Customer requested manager,4.0,False
-14696,2024-09-26 12:46:27,18854785419,3,Policy Changes,6,general,134,7.7,Report accident,resolved,"Information provided, no action needed",4.0,True
-14697,2024-09-26 13:07:26,19489367536,1,Claims,2,claims,54,4.6,Filing new auto claim,resolved,Customer requested manager,2.0,True
-14698,2024-09-26 13:22:06,12106849359,2,Billing & Payments,8,billing,53,2.8,Request proof of insurance,resolved,"Claim filed, reference number provided",2.0,True
-14699,2024-09-26 13:29:51,17271863583,3,Policy Changes,6,general,27,8.5,Cancel policy,resolved,Customer disconnected before resolution,3.0,True
-14700,2024-09-26 13:41:16,12276000794,0,Speak to Agent,6,general,161,5.4,Filing new auto claim,resolved,Customer requested manager,2.0,True
-14701,2024-09-26 14:08:37,13281504993,0,Speak to Agent,6,general,0,6.6,Claim status inquiry,resolved,"Information provided, no action needed",3.0,True
-14702,2024-09-26 14:55:47,17558102884,0,Speak to Agent,5,general,210,1.8,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,4.0,True
-14703,2024-09-26 14:59:13,16663664576,1,Claims,2,claims,0,6.4,General coverage question,transferred,"Information provided, no action needed",4.0,False
-14704,2024-09-26 15:26:13,15125102617,1,Claims,1,claims,159,0.0,Update address,abandoned,Customer abandoned,,False
-14705,2024-09-26 15:28:55,18929935357,2,Billing & Payments,3,billing,55,3.9,Reinstate lapsed policy,resolved,Customer requested manager,2.0,True
-14706,2024-09-26 15:50:04,12538547672,3,Policy Changes,6,general,35,5.3,Report accident,resolved,Escalated to claims adjuster,4.0,True
-14707,2024-09-26 15:50:49,13006454361,2,Billing & Payments,8,billing,54,10.9,Request proof of insurance,resolved,Customer disconnected before resolution,4.0,True
-14708,2024-09-26 15:53:13,14364553035,0,Speak to Agent,5,general,28,0.5,Remove vehicle from policy,follow_up_needed,Policy updated per customer request,3.0,False
-14709,2024-09-26 16:05:02,19217406149,1,Claims,2,claims,161,8.2,Claim status inquiry,resolved,"Claim filed, reference number provided",4.0,True
-14710,2024-09-26 16:21:56,18455212046,4,New Quote,5,general,70,4.4,Ask about deductible,follow_up_needed,Customer requested manager,4.0,False
-14711,2024-09-26 18:06:00,14546900937,4,New Quote,5,general,108,5.4,Update payment method,follow_up_needed,Customer disconnected before resolution,3.0,False
-14712,2024-09-26 18:08:31,18070153176,4,New Quote,5,general,161,7.1,Filing new auto claim,resolved,Customer requested manager,3.0,True
-14713,2024-09-26 18:10:51,17122958813,4,New Quote,6,general,208,6.1,Request payment plan,follow_up_needed,Transferred to supervisor,3.0,False
-14714,2024-09-26 18:11:14,19752175299,2,Billing & Payments,3,billing,276,6.0,Request proof of insurance,resolved,Customer requested manager,4.0,True
-14715,2024-09-26 18:17:48,18842093274,2,Billing & Payments,8,billing,121,3.7,Dispute claim denial,transferred,Callback scheduled for tomorrow,4.0,False
-14716,2024-09-26 18:25:51,14496050491,0,Speak to Agent,6,general,61,7.3,Update address,resolved,"Information provided, no action needed",5.0,True
-14717,2024-09-26 18:37:25,17990035490,1,Claims,7,claims,74,6.6,Dispute claim denial,resolved,"Information provided, no action needed",3.0,True
-14718,2024-09-27 07:01:22,18034450025,0,Speak to Agent,6,general,44,6.9,Report accident,transferred,Customer disconnected before resolution,2.0,False
-14719,2024-09-27 07:07:07,18242681505,1,Claims,2,claims,0,6.0,Dispute claim denial,transferred,Policy updated per customer request,1.0,False
-14720,2024-09-27 07:19:39,14676669737,3,Policy Changes,6,general,69,7.0,Change coverage level,resolved,Customer requested manager,3.0,True
-14721,2024-09-27 07:24:20,19605625939,3,Policy Changes,6,general,248,5.9,Remove vehicle from policy,transferred,Resolved on first call,3.0,False
-14722,2024-09-27 07:29:32,13132927284,2,Billing & Payments,8,billing,178,8.6,Payment not processed,follow_up_needed,Policy updated per customer request,3.0,False
-14723,2024-09-27 07:33:27,13546074408,4,New Quote,5,general,137,4.0,Inquire about premium increase,resolved,Policy updated per customer request,5.0,True
-14724,2024-09-27 07:43:33,13543987315,0,Speak to Agent,6,general,313,9.6,Payment not processed,resolved,Customer requested manager,4.0,True
-14725,2024-09-27 08:00:21,17077773376,1,Claims,2,claims,307,5.7,Update address,resolved,Escalated to claims adjuster,2.0,True
-14726,2024-09-27 08:27:15,14190885666,2,Billing & Payments,8,billing,144,5.9,Update address,follow_up_needed,Payment processed successfully,3.0,False
-14727,2024-09-27 08:31:27,14294872078,0,Speak to Agent,6,general,253,6.9,Ask about discounts,resolved,Payment processed successfully,4.0,True
-14728,2024-09-27 08:51:51,14232598072,4,New Quote,5,general,100,2.5,Ask about deductible,resolved,Customer disconnected before resolution,2.0,True
-14729,2024-09-27 08:52:23,18792940271,4,New Quote,5,general,0,5.0,Add driver to policy,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-14730,2024-09-27 08:54:25,15813669091,4,New Quote,5,general,70,1.8,Reinstate lapsed policy,transferred,Payment processed successfully,2.0,False
-14731,2024-09-27 09:03:39,17561962009,4,New Quote,5,general,25,3.7,Change coverage level,transferred,Policy updated per customer request,3.0,False
-14732,2024-09-27 09:10:25,12283607562,1,Claims,7,claims,90,0.0,Complaint about service,abandoned,Customer abandoned,,False
-14733,2024-09-27 09:14:43,17960646677,0,Speak to Agent,6,general,149,6.2,Filing new auto claim,transferred,Payment processed successfully,4.0,False
-14734,2024-09-27 09:19:21,16243071233,0,Speak to Agent,5,general,140,0.5,Complaint about service,follow_up_needed,Transferred to supervisor,1.0,False
-14735,2024-09-27 09:23:13,17371125662,4,New Quote,6,general,0,5.7,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-14736,2024-09-27 09:34:40,17748443729,3,Policy Changes,5,general,144,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-14737,2024-09-27 09:44:26,12982149603,3,Policy Changes,5,general,122,3.2,Change coverage level,follow_up_needed,Escalated to claims adjuster,1.0,False
-14738,2024-09-27 09:49:54,18548725487,1,Claims,2,claims,111,9.5,Ask about discounts,transferred,Payment processed successfully,5.0,False
-14739,2024-09-27 09:58:43,15437878517,2,Billing & Payments,3,billing,94,8.3,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",3.0,True
-14740,2024-09-27 10:03:12,18978900059,2,Billing & Payments,3,billing,67,7.0,Ask about deductible,transferred,"Claim filed, reference number provided",2.0,False
-14741,2024-09-27 10:08:41,17713123204,3,Policy Changes,5,general,0,7.3,General coverage question,resolved,"Claim filed, reference number provided",3.0,True
-14742,2024-09-27 10:25:24,18362673704,2,Billing & Payments,3,billing,240,4.5,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-14743,2024-09-27 10:26:54,19310175195,3,Policy Changes,6,general,228,8.7,General coverage question,resolved,Customer requested manager,3.0,True
-14744,2024-09-27 10:38:49,19055261060,1,Claims,2,claims,150,7.6,Request ID cards,follow_up_needed,Transferred to supervisor,4.0,False
-14745,2024-09-27 10:52:24,12652169339,4,New Quote,5,general,114,2.1,Claim status inquiry,follow_up_needed,Transferred to supervisor,3.0,False
-14746,2024-09-27 10:56:39,16003800965,1,Claims,1,claims,96,5.6,Ask about deductible,resolved,Customer disconnected before resolution,3.0,True
-14747,2024-09-27 11:08:15,17939031263,1,Claims,2,claims,198,9.6,Change coverage level,resolved,Callback scheduled for tomorrow,3.0,True
-14748,2024-09-27 11:11:54,15139217014,0,Speak to Agent,6,general,139,6.8,Reinstate lapsed policy,follow_up_needed,"Information provided, no action needed",3.0,False
-14749,2024-09-27 11:20:53,15004442558,4,New Quote,6,general,237,6.7,Dispute claim denial,resolved,Escalated to claims adjuster,3.0,True
-14750,2024-09-27 11:43:21,17364038744,3,Policy Changes,6,general,183,8.8,Claim status inquiry,follow_up_needed,Escalated to claims adjuster,2.0,False
-14751,2024-09-27 11:44:38,17158437720,1,Claims,1,claims,315,3.4,Claim status inquiry,resolved,Customer requested manager,3.0,True
-14752,2024-09-27 11:45:46,17884254270,0,Speak to Agent,6,general,108,8.4,Request payment plan,resolved,Customer requested manager,4.0,True
-14753,2024-09-27 12:07:43,13469728232,2,Billing & Payments,4,billing,209,4.6,Update address,resolved,"Information provided, no action needed",5.0,True
-14754,2024-09-27 12:25:26,13899372244,0,Speak to Agent,5,general,73,4.0,Cancel policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-14755,2024-09-27 12:32:52,18401463290,3,Policy Changes,5,general,158,4.2,Report accident,resolved,Resolved on first call,5.0,True
-14756,2024-09-27 12:36:30,14503753908,2,Billing & Payments,8,billing,22,0.0,Update address,abandoned,Customer abandoned,,False
-14757,2024-09-27 12:48:37,19279088338,0,Speak to Agent,5,general,86,7.0,Payment not processed,resolved,"Claim filed, reference number provided",3.0,True
-14758,2024-09-27 13:11:18,15745730627,3,Policy Changes,6,general,160,10.9,Complaint about service,follow_up_needed,Transferred to supervisor,4.0,False
-14759,2024-09-27 13:34:31,18223618253,4,New Quote,6,general,270,6.7,Inquire about premium increase,resolved,"Claim filed, reference number provided",4.0,True
-14760,2024-09-27 14:08:58,17308927527,3,Policy Changes,5,general,242,3.6,Request payment plan,resolved,Resolved on first call,4.0,True
-14761,2024-09-27 14:12:43,12102325032,3,Policy Changes,6,general,115,10.1,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-14762,2024-09-27 14:48:15,19601466060,3,Policy Changes,5,general,157,6.2,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-14763,2024-09-27 14:50:55,12410772027,0,Speak to Agent,5,general,12,11.4,Claim status inquiry,resolved,"Information provided, no action needed",3.0,True
-14764,2024-09-27 14:55:17,17562514357,1,Claims,2,claims,213,10.0,Update address,follow_up_needed,Escalated to claims adjuster,2.0,False
-14765,2024-09-27 14:57:50,18395571728,0,Speak to Agent,6,general,158,4.5,Complaint about service,resolved,"Claim filed, reference number provided",5.0,True
-14766,2024-09-27 15:02:35,15996344252,3,Policy Changes,6,general,240,9.9,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-14767,2024-09-27 15:05:06,12661664235,0,Speak to Agent,5,general,77,7.5,Update address,resolved,Escalated to claims adjuster,3.0,True
-14768,2024-09-27 15:24:18,12472883178,4,New Quote,6,general,133,6.3,Cancel policy,follow_up_needed,"Claim filed, reference number provided",1.0,False
-14769,2024-09-27 15:35:11,14548354380,3,Policy Changes,6,general,104,7.1,Remove vehicle from policy,follow_up_needed,Payment processed successfully,3.0,False
-14770,2024-09-27 15:46:19,12812402813,1,Claims,1,claims,56,8.1,Update payment method,follow_up_needed,"Claim filed, reference number provided",2.0,False
-14771,2024-09-27 16:10:39,19030277794,3,Policy Changes,6,general,17,4.5,Update payment method,resolved,Policy updated per customer request,4.0,True
-14772,2024-09-27 17:01:12,12532269883,2,Billing & Payments,8,billing,164,5.8,Filing new auto claim,follow_up_needed,Customer disconnected before resolution,2.0,False
-14773,2024-09-27 17:06:13,17837919461,4,New Quote,6,general,168,2.1,Remove vehicle from policy,transferred,"Information provided, no action needed",3.0,False
-14774,2024-09-27 17:06:23,18791306276,2,Billing & Payments,3,billing,135,4.7,Remove vehicle from policy,resolved,"Information provided, no action needed",4.0,True
-14775,2024-09-27 17:08:23,15638997310,1,Claims,2,claims,253,8.3,General coverage question,transferred,Payment processed successfully,3.0,False
-14776,2024-09-27 17:08:38,17510178453,0,Speak to Agent,5,general,176,4.9,Request proof of insurance,resolved,Payment processed successfully,5.0,True
-14777,2024-09-27 17:09:33,15679854745,1,Claims,1,claims,176,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-14778,2024-09-27 17:19:08,18919161712,2,Billing & Payments,3,billing,126,2.5,Update address,follow_up_needed,Policy updated per customer request,4.0,False
-14779,2024-09-27 18:00:40,16702035619,1,Claims,7,claims,0,5.8,Update payment method,resolved,Customer disconnected before resolution,3.0,True
-14780,2024-09-27 18:44:34,14971493237,2,Billing & Payments,4,billing,352,5.0,Dispute claim denial,resolved,Callback scheduled for tomorrow,4.0,True
-14781,2024-09-27 18:46:34,16119807696,1,Claims,2,claims,116,9.6,Add driver to policy,resolved,"Information provided, no action needed",3.0,True
-14782,2024-09-27 18:50:35,17510692881,2,Billing & Payments,3,billing,79,8.6,Filing new auto claim,follow_up_needed,Policy updated per customer request,4.0,False
-14783,2024-09-28 09:16:59,12026487618,4,New Quote,6,general,227,10.0,Filing new auto claim,resolved,Escalated to claims adjuster,5.0,True
-14784,2024-09-28 09:19:17,13887170509,0,Speak to Agent,6,general,43,8.6,Dispute claim denial,transferred,"Claim filed, reference number provided",2.0,False
-14785,2024-09-28 09:41:04,14686317933,1,Claims,1,claims,255,9.6,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-14786,2024-09-28 09:41:16,17370858973,2,Billing & Payments,8,billing,263,9.0,Update address,resolved,Callback scheduled for tomorrow,3.0,True
-14787,2024-09-28 09:46:33,16960449408,1,Claims,1,claims,163,8.8,Remove vehicle from policy,transferred,"Information provided, no action needed",1.0,False
-14788,2024-09-28 09:46:44,19843631500,4,New Quote,6,general,0,8.1,Claim status inquiry,follow_up_needed,Escalated to claims adjuster,2.0,False
-14789,2024-09-28 10:24:06,17305440866,4,New Quote,5,general,78,5.5,Ask about discounts,follow_up_needed,"Information provided, no action needed",5.0,False
-14790,2024-09-28 10:26:33,15210376480,0,Speak to Agent,6,general,231,8.5,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-14791,2024-09-28 10:26:44,18579789899,2,Billing & Payments,3,billing,30,3.9,Dispute claim denial,follow_up_needed,Customer disconnected before resolution,5.0,False
-14792,2024-09-28 11:00:30,13222603456,2,Billing & Payments,8,billing,143,7.5,Ask about deductible,resolved,Customer requested manager,4.0,True
-14793,2024-09-28 11:06:13,16374073718,2,Billing & Payments,4,billing,132,4.4,Claim status inquiry,resolved,Callback scheduled for tomorrow,5.0,True
-14794,2024-09-28 11:15:49,12192524989,3,Policy Changes,5,general,9,3.4,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-14795,2024-09-28 11:20:59,16946286857,4,New Quote,5,general,114,6.8,Request ID cards,resolved,Escalated to claims adjuster,2.0,True
-14796,2024-09-28 11:35:54,14859157278,2,Billing & Payments,8,billing,73,2.9,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-14797,2024-09-28 11:38:22,19840782257,0,Speak to Agent,6,general,173,7.2,Complaint about service,resolved,Customer disconnected before resolution,4.0,True
-14798,2024-09-28 11:42:02,17590143903,3,Policy Changes,6,general,0,11.7,Cancel policy,resolved,Escalated to claims adjuster,3.0,True
-14799,2024-09-28 11:54:15,16606621644,1,Claims,2,claims,52,6.3,Claim status inquiry,resolved,Resolved on first call,4.0,True
-14800,2024-09-28 12:09:40,15234604910,1,Claims,1,claims,145,5.9,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-14801,2024-09-28 12:11:15,12065978557,0,Speak to Agent,5,general,149,8.9,Request proof of insurance,resolved,Payment processed successfully,4.0,True
-14802,2024-09-28 12:22:31,17038884176,2,Billing & Payments,4,billing,359,2.5,Filing new auto claim,resolved,Customer requested manager,4.0,True
-14803,2024-09-28 12:31:47,12104989433,4,New Quote,5,general,209,1.1,Inquire about premium increase,resolved,Escalated to claims adjuster,5.0,True
-14804,2024-09-28 12:50:00,19420228581,4,New Quote,5,general,95,3.5,Change coverage level,follow_up_needed,Escalated to claims adjuster,3.0,False
-14805,2024-09-30 07:12:53,13615285278,1,Claims,1,claims,236,6.1,Ask about deductible,follow_up_needed,Escalated to claims adjuster,4.0,False
-14806,2024-09-30 07:15:06,19073757291,4,New Quote,5,general,199,3.4,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-14807,2024-09-30 07:29:53,13813676748,4,New Quote,5,general,144,7.6,Request payment plan,follow_up_needed,Policy updated per customer request,1.0,False
-14808,2024-09-30 07:30:55,19140215657,0,Speak to Agent,5,general,35,1.8,Update payment method,resolved,"Information provided, no action needed",3.0,True
-14809,2024-09-30 07:42:45,12011527564,3,Policy Changes,6,general,226,5.9,Claim status inquiry,resolved,Transferred to supervisor,5.0,True
-14810,2024-09-30 07:46:37,12685562822,1,Claims,2,claims,0,4.6,Claim status inquiry,resolved,Payment processed successfully,3.0,True
-14811,2024-09-30 07:49:18,18057919714,4,New Quote,5,general,47,2.7,Claim status inquiry,transferred,Policy updated per customer request,4.0,False
-14812,2024-09-30 08:04:51,17714282758,4,New Quote,6,general,136,9.2,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-14813,2024-09-30 08:13:34,13063739659,2,Billing & Payments,3,billing,161,7.6,Add driver to policy,resolved,Customer requested manager,5.0,True
-14814,2024-09-30 08:31:03,17792890171,1,Claims,2,claims,232,11.0,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,5.0,True
-14815,2024-09-30 08:49:22,18841071807,2,Billing & Payments,4,billing,186,5.3,Update payment method,resolved,Customer requested manager,5.0,True
-14816,2024-09-30 09:07:39,18430554396,0,Speak to Agent,6,general,78,0.0,Cancel policy,abandoned,Customer abandoned,,False
-14817,2024-09-30 09:14:09,14546819576,4,New Quote,5,general,52,9.3,Remove vehicle from policy,resolved,Payment processed successfully,5.0,True
-14818,2024-09-30 09:37:14,17439369378,2,Billing & Payments,8,billing,78,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-14819,2024-09-30 09:45:50,19439076350,1,Claims,1,claims,62,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-14820,2024-09-30 09:46:40,16605231233,3,Policy Changes,5,general,160,6.1,Remove vehicle from policy,resolved,Transferred to supervisor,4.0,True
-14821,2024-09-30 09:48:59,18757133650,2,Billing & Payments,3,billing,156,5.1,Request ID cards,resolved,Resolved on first call,4.0,True
-14822,2024-09-30 09:54:16,13696801456,4,New Quote,5,general,213,6.7,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-14823,2024-09-30 09:55:45,19464908902,2,Billing & Payments,8,billing,186,4.0,Update payment method,resolved,Escalated to claims adjuster,5.0,True
-14824,2024-09-30 09:58:11,12179993644,2,Billing & Payments,4,billing,42,5.1,Filing new auto claim,follow_up_needed,Resolved on first call,5.0,False
-14825,2024-09-30 10:08:23,12930775001,0,Speak to Agent,6,general,236,10.3,Ask about discounts,follow_up_needed,Policy updated per customer request,3.0,False
-14826,2024-09-30 10:08:30,18809240739,4,New Quote,5,general,141,0.0,Payment not processed,abandoned,Customer abandoned,,False
-14827,2024-09-30 10:17:09,19587756817,2,Billing & Payments,3,billing,28,5.7,Add driver to policy,resolved,Customer disconnected before resolution,5.0,True
-14828,2024-09-30 10:19:53,15601519928,2,Billing & Payments,4,billing,101,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-14829,2024-09-30 10:29:15,15214637170,1,Claims,1,claims,0,3.7,Remove vehicle from policy,resolved,Customer requested manager,4.0,True
-14830,2024-09-30 10:29:28,14009614262,4,New Quote,6,general,163,12.2,Report accident,resolved,Callback scheduled for tomorrow,4.0,True
-14831,2024-09-30 10:33:22,14270219168,4,New Quote,5,general,170,5.6,Reinstate lapsed policy,resolved,Escalated to claims adjuster,3.0,True
-14832,2024-09-30 10:37:44,17171712564,3,Policy Changes,6,general,62,7.6,Cancel policy,follow_up_needed,Resolved on first call,5.0,False
-14833,2024-09-30 10:38:20,16878397669,4,New Quote,5,general,77,2.0,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-14834,2024-09-30 10:44:14,19831159439,2,Billing & Payments,4,billing,164,6.5,Remove vehicle from policy,resolved,Escalated to claims adjuster,4.0,True
-14835,2024-09-30 10:47:51,16608925763,0,Speak to Agent,5,general,58,4.2,Cancel policy,resolved,Policy updated per customer request,5.0,True
-14836,2024-09-30 10:56:55,19548893916,4,New Quote,6,general,171,7.2,General coverage question,follow_up_needed,Payment processed successfully,3.0,False
-14837,2024-09-30 11:07:39,19842173145,1,Claims,7,claims,0,4.7,Complaint about service,resolved,Transferred to supervisor,3.0,True
-14838,2024-09-30 11:09:37,12316740181,3,Policy Changes,6,general,125,7.7,Request ID cards,resolved,Customer requested manager,3.0,True
-14839,2024-09-30 11:10:14,13072019469,1,Claims,1,claims,198,5.4,Dispute claim denial,resolved,Callback scheduled for tomorrow,3.0,True
-14840,2024-09-30 11:10:20,15219004389,2,Billing & Payments,3,billing,60,4.3,Ask about discounts,follow_up_needed,Customer requested manager,4.0,False
-14841,2024-09-30 11:17:30,18038866889,0,Speak to Agent,5,general,164,1.6,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-14842,2024-09-30 11:25:44,13479146248,4,New Quote,5,general,118,5.6,Change coverage level,follow_up_needed,"Claim filed, reference number provided",5.0,False
-14843,2024-09-30 11:33:51,13527947710,4,New Quote,5,general,147,2.8,Inquire about premium increase,resolved,Callback scheduled for tomorrow,5.0,True
-14844,2024-09-30 11:42:58,19448325520,3,Policy Changes,6,general,212,8.0,Dispute claim denial,resolved,Resolved on first call,3.0,True
-14845,2024-09-30 11:55:45,18109024449,3,Policy Changes,5,general,65,0.0,Cancel policy,abandoned,Customer abandoned,,False
-14846,2024-09-30 11:57:01,16708447003,1,Claims,7,claims,128,2.7,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-14847,2024-09-30 13:00:20,12043096596,2,Billing & Payments,3,billing,124,3.0,Complaint about service,resolved,Policy updated per customer request,4.0,True
-14848,2024-09-30 13:11:16,13510819507,0,Speak to Agent,6,general,89,9.3,Change coverage level,resolved,Escalated to claims adjuster,2.0,True
-14849,2024-09-30 13:11:41,17927959656,1,Claims,2,claims,96,5.6,Change coverage level,resolved,Customer requested manager,3.0,True
-14850,2024-09-30 13:37:18,14814386092,1,Claims,7,claims,223,6.0,Cancel policy,resolved,"Information provided, no action needed",4.0,True
-14851,2024-09-30 14:03:49,19372515606,4,New Quote,5,general,56,2.4,Report accident,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-14852,2024-09-30 14:16:45,15532865308,2,Billing & Payments,8,billing,171,3.9,General coverage question,follow_up_needed,Customer requested manager,3.0,False
-14853,2024-09-30 14:17:01,18784268039,3,Policy Changes,6,general,184,8.6,Update address,follow_up_needed,Payment processed successfully,1.0,False
-14854,2024-09-30 14:22:49,14678722084,2,Billing & Payments,4,billing,135,6.3,Claim status inquiry,resolved,Customer requested manager,3.0,True
-14855,2024-09-30 14:29:48,19153908801,1,Claims,1,claims,25,7.1,Claim status inquiry,transferred,Policy updated per customer request,3.0,False
-14856,2024-09-30 14:31:36,14879805010,0,Speak to Agent,5,general,255,2.5,Request payment plan,resolved,Payment processed successfully,4.0,True
-14857,2024-09-30 14:31:43,18113272168,2,Billing & Payments,8,billing,81,0.5,Cancel policy,resolved,Resolved on first call,5.0,True
-14858,2024-09-30 14:42:24,13985124736,3,Policy Changes,5,general,188,8.6,General coverage question,follow_up_needed,Customer disconnected before resolution,3.0,False
-14859,2024-09-30 14:43:50,14945177375,0,Speak to Agent,5,general,173,4.5,Change coverage level,resolved,Customer disconnected before resolution,2.0,True
-14860,2024-09-30 14:46:13,12393613636,1,Claims,1,claims,235,3.7,Remove vehicle from policy,follow_up_needed,"Information provided, no action needed",4.0,False
-14861,2024-09-30 14:50:22,13267636414,4,New Quote,5,general,103,10.8,Dispute claim denial,resolved,Policy updated per customer request,3.0,True
-14862,2024-09-30 15:02:55,15964793776,1,Claims,2,claims,0,6.7,General coverage question,resolved,"Information provided, no action needed",4.0,True
-14863,2024-09-30 15:07:11,13373584516,2,Billing & Payments,8,billing,192,8.4,Update address,resolved,Payment processed successfully,4.0,True
-14864,2024-09-30 15:21:45,16168135587,2,Billing & Payments,4,billing,0,10.6,Filing new auto claim,follow_up_needed,"Information provided, no action needed",3.0,False
-14865,2024-09-30 15:46:36,18398972574,2,Billing & Payments,4,billing,0,6.3,Ask about discounts,transferred,Customer requested manager,4.0,False
-14866,2024-09-30 15:49:03,17815503846,4,New Quote,5,general,147,7.1,Filing new auto claim,resolved,Transferred to supervisor,5.0,True
-14867,2024-09-30 15:55:23,16244716428,3,Policy Changes,6,general,39,8.1,Request proof of insurance,follow_up_needed,Customer requested manager,1.0,False
-14868,2024-09-30 16:03:26,17454961081,2,Billing & Payments,4,billing,166,9.5,Update address,resolved,Customer disconnected before resolution,5.0,True
-14869,2024-09-30 16:08:48,17212027135,0,Speak to Agent,5,general,37,10.1,Complaint about service,resolved,Resolved on first call,4.0,True
-14870,2024-09-30 16:13:41,14605552083,1,Claims,7,claims,141,5.4,Filing new auto claim,resolved,"Information provided, no action needed",4.0,True
-14871,2024-09-30 16:13:53,17094255536,0,Speak to Agent,5,general,176,3.1,Inquire about premium increase,follow_up_needed,Escalated to claims adjuster,4.0,False
-14872,2024-09-30 16:14:10,12760970017,4,New Quote,6,general,160,5.7,Request ID cards,transferred,Callback scheduled for tomorrow,3.0,False
-14873,2024-09-30 16:22:13,17753184950,1,Claims,1,claims,82,9.9,Ask about discounts,resolved,Payment processed successfully,4.0,True
-14874,2024-09-30 16:23:54,16292613991,2,Billing & Payments,8,billing,0,5.7,Report accident,follow_up_needed,Customer requested manager,3.0,False
-14875,2024-09-30 16:28:14,12707222373,1,Claims,1,claims,82,10.4,Dispute claim denial,resolved,Policy updated per customer request,4.0,True
-14876,2024-09-30 16:41:11,16397591417,2,Billing & Payments,3,billing,86,4.9,Remove vehicle from policy,resolved,Customer requested manager,4.0,True
-14877,2024-09-30 16:47:47,14181589243,1,Claims,1,claims,139,8.3,Claim status inquiry,resolved,Customer disconnected before resolution,5.0,True
-14878,2024-09-30 16:50:23,19322190859,2,Billing & Payments,3,billing,285,6.3,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-14879,2024-09-30 16:54:01,14725089819,4,New Quote,6,general,90,8.2,Filing new auto claim,resolved,Policy updated per customer request,5.0,True
-14880,2024-09-30 17:13:32,18089880365,2,Billing & Payments,8,billing,255,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-14881,2024-09-30 17:21:43,13092076997,1,Claims,2,claims,144,3.2,Update payment method,resolved,Transferred to supervisor,3.0,True
-14882,2024-09-30 17:23:22,15676711780,4,New Quote,6,general,134,10.2,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-14883,2024-09-30 17:24:35,12222808736,0,Speak to Agent,5,general,274,3.3,Inquire about premium increase,resolved,Customer disconnected before resolution,5.0,True
-14884,2024-09-30 18:03:21,14052698345,4,New Quote,6,general,178,11.6,Dispute claim denial,follow_up_needed,Resolved on first call,3.0,False
-14885,2024-09-30 18:16:42,15919007516,1,Claims,7,claims,120,7.2,Inquire about premium increase,resolved,Resolved on first call,5.0,True
-14886,2024-09-30 18:18:42,14800999665,2,Billing & Payments,3,billing,90,8.5,Cancel policy,resolved,Transferred to supervisor,5.0,True
-14887,2024-09-30 18:50:00,16359091532,3,Policy Changes,5,general,125,3.2,General coverage question,resolved,Policy updated per customer request,4.0,True
-14888,2024-09-30 18:55:09,19048272957,2,Billing & Payments,4,billing,109,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-14889,2024-10-01 07:25:41,19376523488,0,Speak to Agent,5,general,0,7.8,Complaint about service,follow_up_needed,"Claim filed, reference number provided",4.0,False
-14890,2024-10-01 07:28:52,18123700008,1,Claims,7,claims,219,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-14891,2024-10-01 07:44:44,18729137707,4,New Quote,5,general,108,6.5,Inquire about premium increase,follow_up_needed,Escalated to claims adjuster,3.0,False
-14892,2024-10-01 08:17:05,13595658343,1,Claims,2,claims,257,6.6,Remove vehicle from policy,follow_up_needed,"Information provided, no action needed",1.0,False
-14893,2024-10-01 08:32:32,18521225853,1,Claims,2,claims,146,10.7,Ask about discounts,resolved,Customer disconnected before resolution,5.0,True
-14894,2024-10-01 08:39:23,19576860407,3,Policy Changes,6,general,129,5.6,Request proof of insurance,follow_up_needed,Customer disconnected before resolution,4.0,False
-14895,2024-10-01 08:46:42,16931917632,2,Billing & Payments,8,billing,189,7.5,General coverage question,resolved,Resolved on first call,4.0,True
-14896,2024-10-01 09:11:51,19857194101,2,Billing & Payments,8,billing,13,6.2,Inquire about premium increase,follow_up_needed,Customer requested manager,2.0,False
-14897,2024-10-01 09:11:56,17180864543,0,Speak to Agent,5,general,205,3.4,Filing new auto claim,resolved,Resolved on first call,4.0,True
-14898,2024-10-01 09:21:08,18790309185,2,Billing & Payments,3,billing,129,3.8,Dispute claim denial,resolved,Escalated to claims adjuster,3.0,True
-14899,2024-10-01 09:26:37,15609659293,4,New Quote,6,general,104,12.8,Dispute claim denial,follow_up_needed,Resolved on first call,3.0,False
-14900,2024-10-01 09:45:36,18959714835,0,Speak to Agent,5,general,0,8.1,Request ID cards,resolved,Escalated to claims adjuster,3.0,True
-14901,2024-10-01 09:57:48,15460121924,3,Policy Changes,5,general,293,0.0,Complaint about service,abandoned,Customer abandoned,,False
-14902,2024-10-01 10:13:17,15673758244,2,Billing & Payments,4,billing,175,0.0,Report accident,abandoned,Customer abandoned,,False
-14903,2024-10-01 10:22:56,16729321817,0,Speak to Agent,5,general,203,3.5,Claim status inquiry,resolved,Customer requested manager,3.0,True
-14904,2024-10-01 10:31:42,15951945443,1,Claims,2,claims,0,11.3,Request ID cards,follow_up_needed,Escalated to claims adjuster,5.0,False
-14905,2024-10-01 10:36:49,18665324341,1,Claims,7,claims,190,11.0,Ask about discounts,resolved,Payment processed successfully,4.0,True
-14906,2024-10-01 10:47:58,19456882077,0,Speak to Agent,5,general,25,6.6,Change coverage level,resolved,Customer disconnected before resolution,2.0,True
-14907,2024-10-01 10:51:23,16148906947,1,Claims,7,claims,133,5.7,Request proof of insurance,resolved,Customer requested manager,4.0,True
-14908,2024-10-01 10:54:18,16554329138,1,Claims,2,claims,197,8.5,Cancel policy,resolved,Payment processed successfully,4.0,True
-14909,2024-10-01 11:07:02,13058610954,1,Claims,2,claims,228,4.1,Claim status inquiry,resolved,Customer requested manager,5.0,True
-14910,2024-10-01 11:07:02,12232557360,3,Policy Changes,5,general,50,9.6,Request ID cards,follow_up_needed,"Information provided, no action needed",4.0,False
-14911,2024-10-01 11:33:31,18259844189,2,Billing & Payments,3,billing,180,2.9,Ask about discounts,resolved,Payment processed successfully,4.0,True
-14912,2024-10-01 11:56:06,17612884296,2,Billing & Payments,4,billing,159,2.6,General coverage question,follow_up_needed,"Information provided, no action needed",4.0,False
-14913,2024-10-01 12:41:11,15568720749,0,Speak to Agent,6,general,113,9.9,Filing new auto claim,follow_up_needed,Payment processed successfully,4.0,False
-14914,2024-10-01 13:05:27,18394906203,3,Policy Changes,6,general,131,6.4,Report accident,resolved,Callback scheduled for tomorrow,3.0,True
-14915,2024-10-01 13:05:29,14716821763,0,Speak to Agent,6,general,208,9.0,Remove vehicle from policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-14916,2024-10-01 13:05:34,17742613546,4,New Quote,5,general,141,10.2,Request payment plan,resolved,Policy updated per customer request,3.0,True
-14917,2024-10-01 13:09:41,12127839323,0,Speak to Agent,6,general,174,12.0,Ask about discounts,resolved,Callback scheduled for tomorrow,3.0,True
-14918,2024-10-01 13:19:48,19354879834,1,Claims,7,claims,158,7.8,Payment not processed,resolved,Callback scheduled for tomorrow,4.0,True
-14919,2024-10-01 13:29:17,19466785920,4,New Quote,6,general,291,6.3,Request proof of insurance,resolved,Callback scheduled for tomorrow,5.0,True
-14920,2024-10-01 13:44:33,19680722054,0,Speak to Agent,6,general,113,6.2,Report accident,resolved,"Information provided, no action needed",4.0,True
-14921,2024-10-01 13:51:34,15131627300,2,Billing & Payments,3,billing,21,5.1,Inquire about premium increase,follow_up_needed,Escalated to claims adjuster,3.0,False
-14922,2024-10-01 14:01:56,16298581505,1,Claims,2,claims,116,7.2,Cancel policy,follow_up_needed,Customer disconnected before resolution,4.0,False
-14923,2024-10-01 14:04:49,15806570391,2,Billing & Payments,3,billing,192,3.4,Complaint about service,resolved,Customer requested manager,4.0,True
-14924,2024-10-01 14:10:38,15323092978,0,Speak to Agent,6,general,215,6.3,Ask about discounts,resolved,Policy updated per customer request,4.0,True
-14925,2024-10-01 14:34:29,17202244357,4,New Quote,6,general,345,2.1,Report accident,resolved,"Claim filed, reference number provided",3.0,True
-14926,2024-10-01 14:38:13,19413630451,3,Policy Changes,6,general,193,7.0,General coverage question,resolved,Callback scheduled for tomorrow,2.0,True
-14927,2024-10-01 14:39:16,16099706038,0,Speak to Agent,6,general,79,8.5,Filing new auto claim,transferred,Callback scheduled for tomorrow,4.0,False
-14928,2024-10-01 14:40:46,13250005357,2,Billing & Payments,4,billing,0,6.9,Change coverage level,resolved,Customer disconnected before resolution,3.0,True
-14929,2024-10-01 14:51:55,16188735225,3,Policy Changes,5,general,171,5.2,Ask about deductible,resolved,Policy updated per customer request,3.0,True
-14930,2024-10-01 14:54:39,12083051520,4,New Quote,6,general,185,2.4,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-14931,2024-10-01 14:55:51,19181199924,1,Claims,1,claims,134,8.4,Ask about deductible,resolved,Resolved on first call,4.0,True
-14932,2024-10-01 14:57:22,19741701786,4,New Quote,6,general,174,10.4,Change coverage level,transferred,"Claim filed, reference number provided",3.0,False
-14933,2024-10-01 14:57:48,15209742836,0,Speak to Agent,6,general,145,8.8,Change coverage level,resolved,Transferred to supervisor,3.0,True
-14934,2024-10-01 15:26:05,16380855749,4,New Quote,5,general,155,6.0,Request ID cards,follow_up_needed,"Information provided, no action needed",2.0,False
-14935,2024-10-01 15:27:29,18735137635,0,Speak to Agent,6,general,208,6.7,Reinstate lapsed policy,transferred,"Information provided, no action needed",3.0,False
-14936,2024-10-01 15:46:33,15180435729,4,New Quote,6,general,162,5.7,Payment not processed,follow_up_needed,Escalated to claims adjuster,2.0,False
-14937,2024-10-01 15:49:38,17075228778,3,Policy Changes,5,general,141,0.5,Payment not processed,resolved,Escalated to claims adjuster,3.0,True
-14938,2024-10-01 15:51:50,18774023662,1,Claims,2,claims,211,9.0,Inquire about premium increase,resolved,Customer disconnected before resolution,5.0,True
-14939,2024-10-01 15:55:51,12524000688,2,Billing & Payments,8,billing,94,1.8,Inquire about premium increase,resolved,"Claim filed, reference number provided",4.0,True
-14940,2024-10-01 15:59:34,13498984441,1,Claims,7,claims,26,9.4,Filing new auto claim,resolved,Resolved on first call,2.0,True
-14941,2024-10-01 16:07:49,19811845964,4,New Quote,5,general,157,4.9,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-14942,2024-10-01 16:13:58,16914424500,0,Speak to Agent,5,general,78,8.1,Report accident,resolved,Payment processed successfully,4.0,True
-14943,2024-10-01 16:32:00,17403209339,3,Policy Changes,6,general,0,6.3,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-14944,2024-10-01 16:44:27,19555846849,1,Claims,7,claims,0,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-14945,2024-10-01 17:03:15,14363033133,2,Billing & Payments,8,billing,122,4.3,Complaint about service,resolved,Transferred to supervisor,5.0,True
-14946,2024-10-01 17:21:36,15382427846,1,Claims,1,claims,252,6.1,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-14947,2024-10-01 17:31:22,13263842022,2,Billing & Payments,8,billing,62,7.5,Remove vehicle from policy,resolved,"Claim filed, reference number provided",3.0,True
-14948,2024-10-01 17:35:30,13812706692,3,Policy Changes,5,general,336,4.8,Claim status inquiry,resolved,Transferred to supervisor,2.0,True
-14949,2024-10-01 17:54:45,14842099695,0,Speak to Agent,6,general,267,6.8,Request payment plan,resolved,Policy updated per customer request,4.0,True
-14950,2024-10-01 17:58:20,14041806619,3,Policy Changes,5,general,277,1.5,Request payment plan,resolved,"Claim filed, reference number provided",3.0,True
-14951,2024-10-01 18:12:53,14335515247,1,Claims,2,claims,54,10.0,Inquire about premium increase,resolved,Payment processed successfully,5.0,True
-14952,2024-10-01 18:39:16,15471386358,2,Billing & Payments,3,billing,137,5.1,Ask about deductible,resolved,Resolved on first call,4.0,True
-14953,2024-10-02 07:05:33,18707559216,1,Claims,2,claims,0,6.5,Remove vehicle from policy,transferred,Escalated to claims adjuster,3.0,False
-14954,2024-10-02 07:15:56,19162932321,3,Policy Changes,5,general,321,6.6,Complaint about service,resolved,Customer disconnected before resolution,4.0,True
-14955,2024-10-02 07:40:32,13343883553,1,Claims,2,claims,0,5.3,Ask about deductible,resolved,Resolved on first call,3.0,True
-14956,2024-10-02 08:09:56,19676005658,3,Policy Changes,5,general,86,9.6,Add driver to policy,resolved,Callback scheduled for tomorrow,4.0,True
-14957,2024-10-02 08:20:20,19630350646,3,Policy Changes,5,general,213,7.1,Cancel policy,follow_up_needed,Policy updated per customer request,3.0,False
-14958,2024-10-02 08:38:43,13929063675,3,Policy Changes,5,general,271,7.4,Update address,resolved,Callback scheduled for tomorrow,5.0,True
-14959,2024-10-02 09:21:22,15706887954,4,New Quote,6,general,180,9.2,Payment not processed,transferred,Customer requested manager,3.0,False
-14960,2024-10-02 09:26:08,15654620519,3,Policy Changes,6,general,0,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-14961,2024-10-02 09:33:50,18535201277,3,Policy Changes,6,general,145,8.6,Ask about discounts,resolved,Payment processed successfully,3.0,True
-14962,2024-10-02 09:38:47,16186711689,2,Billing & Payments,4,billing,60,5.7,Reinstate lapsed policy,resolved,"Information provided, no action needed",3.0,True
-14963,2024-10-02 09:41:09,19748854516,4,New Quote,5,general,182,1.9,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-14964,2024-10-02 09:41:46,17754333674,2,Billing & Payments,8,billing,0,4.9,Inquire about premium increase,resolved,Resolved on first call,5.0,True
-14965,2024-10-02 09:55:06,16506526407,1,Claims,7,claims,193,0.5,Complaint about service,resolved,Resolved on first call,4.0,True
-14966,2024-10-02 09:57:23,18785484188,0,Speak to Agent,6,general,114,11.9,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-14967,2024-10-02 10:20:19,14787521079,2,Billing & Payments,4,billing,127,6.2,Request proof of insurance,resolved,Payment processed successfully,4.0,True
-14968,2024-10-02 10:20:27,17851965771,3,Policy Changes,6,general,124,8.2,Request proof of insurance,resolved,"Claim filed, reference number provided",3.0,True
-14969,2024-10-02 10:23:10,15353304500,0,Speak to Agent,5,general,66,3.6,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,5.0,True
-14970,2024-10-02 10:25:45,16916353796,0,Speak to Agent,5,general,120,0.5,Add driver to policy,resolved,Customer requested manager,3.0,True
-14971,2024-10-02 10:34:01,16362375379,2,Billing & Payments,4,billing,39,7.1,Change coverage level,resolved,"Claim filed, reference number provided",3.0,True
-14972,2024-10-02 10:39:15,14024514746,0,Speak to Agent,6,general,207,5.9,Payment not processed,resolved,Escalated to claims adjuster,4.0,True
-14973,2024-10-02 11:10:21,15245096551,4,New Quote,6,general,115,6.8,Update payment method,transferred,"Claim filed, reference number provided",4.0,False
-14974,2024-10-02 11:10:46,17193729087,0,Speak to Agent,6,general,16,4.9,Payment not processed,resolved,"Claim filed, reference number provided",4.0,True
-14975,2024-10-02 11:17:40,18558124358,1,Claims,7,claims,210,1.2,Inquire about premium increase,follow_up_needed,Transferred to supervisor,3.0,False
-14976,2024-10-02 11:21:55,19598969503,1,Claims,7,claims,52,1.3,Request proof of insurance,resolved,Policy updated per customer request,4.0,True
-14977,2024-10-02 11:29:17,13745432086,2,Billing & Payments,3,billing,0,2.8,Payment not processed,follow_up_needed,Policy updated per customer request,4.0,False
-14978,2024-10-02 11:38:05,19686477625,4,New Quote,6,general,63,3.1,Inquire about premium increase,transferred,"Claim filed, reference number provided",2.0,False
-14979,2024-10-02 11:39:53,19115901342,4,New Quote,6,general,118,9.5,Payment not processed,resolved,Policy updated per customer request,3.0,True
-14980,2024-10-02 11:48:30,19115513581,1,Claims,7,claims,117,7.1,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-14981,2024-10-02 11:59:08,13572331256,1,Claims,7,claims,0,6.7,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-14982,2024-10-02 11:59:45,16523372872,4,New Quote,6,general,231,10.3,Add driver to policy,resolved,Customer requested manager,3.0,True
-14983,2024-10-02 12:09:42,17780762267,4,New Quote,6,general,152,0.0,Request payment plan,abandoned,Customer abandoned,,False
-14984,2024-10-02 12:15:31,18077193014,2,Billing & Payments,3,billing,0,6.4,Update payment method,resolved,Policy updated per customer request,4.0,True
-14985,2024-10-02 12:18:02,12908954501,1,Claims,7,claims,172,6.5,Request proof of insurance,follow_up_needed,Resolved on first call,2.0,False
-14986,2024-10-02 12:36:24,12146755213,3,Policy Changes,5,general,36,2.5,Ask about deductible,follow_up_needed,Payment processed successfully,3.0,False
-14987,2024-10-02 12:40:52,13333160201,1,Claims,1,claims,228,8.8,Payment not processed,transferred,Customer requested manager,2.0,False
-14988,2024-10-02 12:46:59,16079325751,2,Billing & Payments,8,billing,267,0.0,Cancel policy,abandoned,Customer abandoned,,False
-14989,2024-10-02 13:11:39,13507470752,0,Speak to Agent,6,general,345,12.1,Claim status inquiry,resolved,Customer requested manager,4.0,True
-14990,2024-10-02 13:54:44,16619602668,4,New Quote,5,general,115,2.5,Filing new auto claim,resolved,"Claim filed, reference number provided",4.0,True
-14991,2024-10-02 14:04:18,16568178710,3,Policy Changes,6,general,273,8.0,Inquire about premium increase,resolved,Callback scheduled for tomorrow,2.0,True
-14992,2024-10-02 14:29:31,17552973948,1,Claims,1,claims,212,6.3,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-14993,2024-10-02 14:31:45,18643859310,1,Claims,2,claims,75,8.4,Update address,resolved,Transferred to supervisor,3.0,True
-14994,2024-10-02 14:37:45,13686760072,1,Claims,1,claims,0,2.5,Complaint about service,resolved,"Claim filed, reference number provided",5.0,True
-14995,2024-10-02 14:38:42,13673647416,1,Claims,1,claims,87,4.9,Inquire about premium increase,resolved,Callback scheduled for tomorrow,4.0,True
-14996,2024-10-02 15:05:05,15703126993,4,New Quote,5,general,198,3.8,Payment not processed,resolved,Escalated to claims adjuster,3.0,True
-14997,2024-10-02 15:05:48,16493071696,3,Policy Changes,6,general,0,4.8,Add driver to policy,resolved,Escalated to claims adjuster,5.0,True
-14998,2024-10-02 15:11:38,14106003015,0,Speak to Agent,6,general,126,4.4,Report accident,resolved,"Information provided, no action needed",2.0,True
-14999,2024-10-02 15:29:31,13391900472,4,New Quote,6,general,196,7.0,Request proof of insurance,resolved,Policy updated per customer request,3.0,True
-15000,2024-10-02 15:34:58,18438733516,1,Claims,2,claims,28,9.2,Claim status inquiry,resolved,Transferred to supervisor,3.0,True
-15001,2024-10-02 15:34:59,14462991358,3,Policy Changes,5,general,145,5.5,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-15002,2024-10-02 15:46:21,17258053058,2,Billing & Payments,4,billing,68,3.7,Request payment plan,resolved,Resolved on first call,4.0,True
-15003,2024-10-02 16:03:15,14783015020,0,Speak to Agent,6,general,212,14.3,Inquire about premium increase,transferred,Customer disconnected before resolution,4.0,False
-15004,2024-10-02 16:06:05,17048740695,4,New Quote,6,general,117,0.0,Report accident,abandoned,Customer abandoned,,False
-15005,2024-10-02 16:41:18,19960250813,1,Claims,7,claims,134,4.0,Filing new auto claim,resolved,Resolved on first call,4.0,True
-15006,2024-10-02 17:03:56,19427559324,4,New Quote,5,general,34,5.7,Filing new auto claim,resolved,Policy updated per customer request,5.0,True
-15007,2024-10-02 17:15:12,18030846728,3,Policy Changes,5,general,144,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-15008,2024-10-02 17:38:01,18352195218,3,Policy Changes,5,general,222,5.3,Remove vehicle from policy,resolved,Policy updated per customer request,4.0,True
-15009,2024-10-02 17:59:01,15241898858,2,Billing & Payments,4,billing,82,6.5,Filing new auto claim,resolved,Resolved on first call,3.0,True
-15010,2024-10-02 17:59:12,16245093703,3,Policy Changes,5,general,133,5.7,Payment not processed,follow_up_needed,"Claim filed, reference number provided",3.0,False
-15011,2024-10-02 17:59:42,15357039129,0,Speak to Agent,6,general,65,7.3,Cancel policy,resolved,Customer requested manager,5.0,True
-15012,2024-10-02 18:16:55,12134607514,0,Speak to Agent,5,general,191,9.7,Report accident,resolved,Payment processed successfully,3.0,True
-15013,2024-10-02 18:27:12,13392765445,2,Billing & Payments,4,billing,350,5.2,Inquire about premium increase,transferred,Customer requested manager,3.0,False
-15014,2024-10-02 18:33:27,17911996630,3,Policy Changes,6,general,150,6.8,Change coverage level,resolved,Payment processed successfully,3.0,True
-15015,2024-10-03 07:07:12,16272366602,4,New Quote,6,general,270,12.2,Claim status inquiry,resolved,Policy updated per customer request,3.0,True
-15016,2024-10-03 07:43:39,14408657493,0,Speak to Agent,5,general,56,5.2,Request ID cards,follow_up_needed,Resolved on first call,4.0,False
-15017,2024-10-03 08:15:19,16918514970,1,Claims,7,claims,139,2.7,Filing new auto claim,transferred,Transferred to supervisor,3.0,False
-15018,2024-10-03 08:30:18,16850636311,1,Claims,2,claims,79,7.6,Payment not processed,resolved,Customer requested manager,4.0,True
-15019,2024-10-03 08:49:17,13048640142,1,Claims,1,claims,154,4.7,Request proof of insurance,transferred,"Information provided, no action needed",3.0,False
-15020,2024-10-03 08:51:33,17998396338,2,Billing & Payments,8,billing,30,4.5,Ask about discounts,transferred,Escalated to claims adjuster,2.0,False
-15021,2024-10-03 09:04:00,16554067900,0,Speak to Agent,5,general,198,5.6,Update address,resolved,Callback scheduled for tomorrow,5.0,True
-15022,2024-10-03 09:07:19,12796526916,0,Speak to Agent,6,general,127,6.8,Request payment plan,resolved,Escalated to claims adjuster,3.0,True
-15023,2024-10-03 09:11:40,19399447231,3,Policy Changes,5,general,102,2.5,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-15024,2024-10-03 09:32:32,15648240802,0,Speak to Agent,6,general,0,7.5,Reinstate lapsed policy,resolved,"Information provided, no action needed",4.0,True
-15025,2024-10-03 09:41:08,17709223862,3,Policy Changes,5,general,75,7.1,Request payment plan,transferred,Customer requested manager,3.0,False
-15026,2024-10-03 09:56:25,12688211811,4,New Quote,6,general,145,10.7,Filing new auto claim,follow_up_needed,"Information provided, no action needed",5.0,False
-15027,2024-10-03 10:22:54,16172698574,1,Claims,1,claims,19,6.7,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-15028,2024-10-03 10:30:27,19418093010,3,Policy Changes,5,general,104,3.6,Dispute claim denial,resolved,Payment processed successfully,5.0,True
-15029,2024-10-03 10:45:53,12460897275,1,Claims,7,claims,68,5.1,Dispute claim denial,follow_up_needed,Escalated to claims adjuster,3.0,False
-15030,2024-10-03 10:53:55,15763236286,1,Claims,2,claims,169,7.8,Change coverage level,resolved,Payment processed successfully,4.0,True
-15031,2024-10-03 11:01:13,16338451325,0,Speak to Agent,5,general,288,0.9,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-15032,2024-10-03 11:03:07,16650683703,1,Claims,2,claims,121,11.3,Inquire about premium increase,resolved,Customer requested manager,5.0,True
-15033,2024-10-03 11:05:03,17779477657,1,Claims,1,claims,122,1.3,Request ID cards,transferred,Callback scheduled for tomorrow,4.0,False
-15034,2024-10-03 11:12:21,16103372619,1,Claims,7,claims,216,0.0,Update payment method,abandoned,Customer abandoned,,False
-15035,2024-10-03 11:26:02,17809612902,2,Billing & Payments,4,billing,122,3.9,Filing new auto claim,transferred,"Information provided, no action needed",2.0,False
-15036,2024-10-03 11:39:01,13668823072,4,New Quote,5,general,19,6.9,Change coverage level,resolved,Transferred to supervisor,4.0,True
-15037,2024-10-03 11:59:29,17115198045,4,New Quote,6,general,69,5.6,Remove vehicle from policy,resolved,Policy updated per customer request,4.0,True
-15038,2024-10-03 12:05:57,15864312392,2,Billing & Payments,8,billing,28,2.1,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-15039,2024-10-03 12:11:09,16589655115,2,Billing & Payments,4,billing,155,5.7,Update payment method,follow_up_needed,Customer disconnected before resolution,4.0,False
-15040,2024-10-03 12:18:29,12708428524,0,Speak to Agent,5,general,0,6.0,General coverage question,resolved,Policy updated per customer request,5.0,True
-15041,2024-10-03 12:53:15,19255695179,4,New Quote,6,general,0,4.4,Request proof of insurance,resolved,Customer requested manager,4.0,True
-15042,2024-10-03 13:01:07,17359319648,4,New Quote,5,general,65,5.1,Cancel policy,follow_up_needed,Policy updated per customer request,5.0,False
-15043,2024-10-03 13:05:48,15705012502,2,Billing & Payments,8,billing,0,9.4,Update address,resolved,Customer requested manager,3.0,True
-15044,2024-10-03 13:05:57,12732124543,2,Billing & Payments,3,billing,200,5.6,Request proof of insurance,resolved,Resolved on first call,4.0,True
-15045,2024-10-03 13:26:16,17354246440,2,Billing & Payments,4,billing,107,7.6,Add driver to policy,resolved,Resolved on first call,3.0,True
-15046,2024-10-03 13:50:22,15718532641,0,Speak to Agent,5,general,95,1.2,Ask about deductible,transferred,Customer requested manager,2.0,False
-15047,2024-10-03 14:01:24,19954969423,2,Billing & Payments,3,billing,61,4.1,Request ID cards,transferred,Transferred to supervisor,4.0,False
-15048,2024-10-03 14:18:39,14982993455,1,Claims,7,claims,119,2.3,Filing new auto claim,follow_up_needed,Transferred to supervisor,3.0,False
-15049,2024-10-03 14:20:50,12796379237,2,Billing & Payments,3,billing,235,0.0,Request ID cards,abandoned,Customer abandoned,,False
-15050,2024-10-03 14:41:28,19147161560,1,Claims,1,claims,0,4.6,Claim status inquiry,follow_up_needed,Customer disconnected before resolution,3.0,False
-15051,2024-10-03 14:58:34,16920175204,4,New Quote,6,general,80,5.4,Update address,follow_up_needed,"Claim filed, reference number provided",4.0,False
-15052,2024-10-03 14:59:47,16658933262,3,Policy Changes,5,general,63,5.5,Claim status inquiry,follow_up_needed,Resolved on first call,3.0,False
-15053,2024-10-03 15:03:12,16706713878,4,New Quote,6,general,0,7.7,Request payment plan,resolved,"Information provided, no action needed",4.0,True
-15054,2024-10-03 15:12:16,15438634185,2,Billing & Payments,4,billing,165,4.7,Dispute claim denial,resolved,Resolved on first call,5.0,True
-15055,2024-10-03 15:45:15,14546271558,2,Billing & Payments,3,billing,196,2.7,Filing new auto claim,follow_up_needed,Transferred to supervisor,5.0,False
-15056,2024-10-03 15:45:27,15022637981,2,Billing & Payments,3,billing,190,2.9,Payment not processed,resolved,Customer disconnected before resolution,5.0,True
-15057,2024-10-03 15:49:39,13235446669,2,Billing & Payments,3,billing,0,2.2,Payment not processed,resolved,Resolved on first call,3.0,True
-15058,2024-10-03 15:53:10,17329977412,2,Billing & Payments,8,billing,14,4.2,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-15059,2024-10-03 15:53:48,17067858441,1,Claims,2,claims,54,5.9,Cancel policy,resolved,Policy updated per customer request,5.0,True
-15060,2024-10-03 16:11:27,16235351921,0,Speak to Agent,6,general,105,0.0,Change coverage level,abandoned,Customer abandoned,,False
-15061,2024-10-03 16:12:48,13791961086,2,Billing & Payments,3,billing,4,3.3,Complaint about service,follow_up_needed,"Information provided, no action needed",3.0,False
-15062,2024-10-03 16:21:52,18937877828,3,Policy Changes,5,general,101,8.4,Ask about discounts,follow_up_needed,"Information provided, no action needed",5.0,False
-15063,2024-10-03 16:22:03,16800949810,4,New Quote,5,general,86,5.2,Remove vehicle from policy,resolved,Customer requested manager,2.0,True
-15064,2024-10-03 16:52:13,13791017376,2,Billing & Payments,8,billing,75,4.4,Request proof of insurance,follow_up_needed,Payment processed successfully,4.0,False
-15065,2024-10-03 16:55:26,14450819039,4,New Quote,6,general,250,8.3,Inquire about premium increase,resolved,"Claim filed, reference number provided",2.0,True
-15066,2024-10-03 17:05:40,17798096123,2,Billing & Payments,8,billing,91,7.0,Reinstate lapsed policy,transferred,Policy updated per customer request,4.0,False
-15067,2024-10-03 17:08:04,19647585321,2,Billing & Payments,8,billing,196,1.8,Report accident,transferred,Customer requested manager,5.0,False
-15068,2024-10-03 17:36:16,13547858308,2,Billing & Payments,3,billing,106,10.5,Change coverage level,resolved,Payment processed successfully,4.0,True
-15069,2024-10-03 17:49:50,14889945613,0,Speak to Agent,6,general,115,5.7,Complaint about service,resolved,Resolved on first call,4.0,True
-15070,2024-10-03 17:54:55,13499522559,4,New Quote,5,general,246,7.3,Filing new auto claim,resolved,Callback scheduled for tomorrow,3.0,True
-15071,2024-10-03 18:44:49,19531979374,0,Speak to Agent,5,general,23,2.2,Inquire about premium increase,resolved,Policy updated per customer request,5.0,True
-15072,2024-10-03 18:52:55,13832402112,1,Claims,1,claims,131,5.8,Dispute claim denial,follow_up_needed,Resolved on first call,4.0,False
-15073,2024-10-04 07:03:40,15321171256,2,Billing & Payments,8,billing,132,0.5,General coverage question,resolved,"Claim filed, reference number provided",4.0,True
-15074,2024-10-04 07:05:32,16159234497,1,Claims,2,claims,137,6.4,Ask about discounts,resolved,Escalated to claims adjuster,4.0,True
-15075,2024-10-04 07:52:53,18761168095,0,Speak to Agent,6,general,171,14.4,Request ID cards,follow_up_needed,Resolved on first call,4.0,False
-15076,2024-10-04 07:53:24,12836041557,4,New Quote,6,general,205,7.7,General coverage question,resolved,Escalated to claims adjuster,5.0,True
-15077,2024-10-04 08:13:53,18810677194,4,New Quote,5,general,126,2.4,Update address,resolved,Policy updated per customer request,3.0,True
-15078,2024-10-04 08:21:10,18440369473,0,Speak to Agent,5,general,206,2.0,Cancel policy,follow_up_needed,Resolved on first call,4.0,False
-15079,2024-10-04 09:34:20,16699238947,1,Claims,7,claims,3,8.8,Cancel policy,follow_up_needed,Policy updated per customer request,3.0,False
-15080,2024-10-04 09:46:39,18024831700,4,New Quote,5,general,216,2.0,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-15081,2024-10-04 10:05:04,13715540014,0,Speak to Agent,5,general,180,3.0,General coverage question,resolved,"Information provided, no action needed",2.0,True
-15082,2024-10-04 10:08:50,17060969926,4,New Quote,6,general,49,6.3,Payment not processed,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-15083,2024-10-04 10:26:07,18920716916,2,Billing & Payments,4,billing,82,5.3,Ask about deductible,resolved,Customer requested manager,3.0,True
-15084,2024-10-04 10:30:53,14473270608,0,Speak to Agent,5,general,127,0.5,Inquire about premium increase,follow_up_needed,Payment processed successfully,1.0,False
-15085,2024-10-04 10:36:31,16245374282,4,New Quote,6,general,70,7.0,Update address,resolved,Resolved on first call,5.0,True
-15086,2024-10-04 10:52:17,13765886096,3,Policy Changes,5,general,103,7.4,Request payment plan,transferred,Transferred to supervisor,1.0,False
-15087,2024-10-04 11:02:46,12721641689,2,Billing & Payments,8,billing,162,1.7,Reinstate lapsed policy,follow_up_needed,Transferred to supervisor,4.0,False
-15088,2024-10-04 11:03:44,15191680426,4,New Quote,6,general,22,8.5,Request ID cards,resolved,Escalated to claims adjuster,3.0,True
-15089,2024-10-04 11:08:00,18150996411,0,Speak to Agent,5,general,39,3.0,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-15090,2024-10-04 11:30:34,17196925639,0,Speak to Agent,6,general,68,10.1,Ask about discounts,follow_up_needed,Escalated to claims adjuster,4.0,False
-15091,2024-10-04 11:39:49,16502549303,0,Speak to Agent,6,general,104,8.1,Dispute claim denial,resolved,Transferred to supervisor,5.0,True
-15092,2024-10-04 11:44:23,12131424502,4,New Quote,6,general,68,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-15093,2024-10-04 11:50:28,16637671308,3,Policy Changes,6,general,0,4.6,General coverage question,resolved,"Information provided, no action needed",5.0,True
-15094,2024-10-04 12:01:39,13304558517,3,Policy Changes,5,general,39,5.2,Update address,transferred,Payment processed successfully,3.0,False
-15095,2024-10-04 12:05:29,17869188775,3,Policy Changes,6,general,157,5.6,Inquire about premium increase,follow_up_needed,Customer disconnected before resolution,3.0,False
-15096,2024-10-04 12:12:23,16194380812,0,Speak to Agent,6,general,140,7.3,Request ID cards,follow_up_needed,Payment processed successfully,4.0,False
-15097,2024-10-04 12:39:28,15493889555,2,Billing & Payments,4,billing,69,6.2,Complaint about service,transferred,Resolved on first call,3.0,False
-15098,2024-10-04 12:40:47,18154366484,2,Billing & Payments,4,billing,82,11.5,Payment not processed,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-15099,2024-10-04 12:48:46,13903820039,3,Policy Changes,6,general,160,6.8,Claim status inquiry,follow_up_needed,Customer disconnected before resolution,4.0,False
-15100,2024-10-04 12:52:42,18385425032,0,Speak to Agent,5,general,84,3.3,Report accident,resolved,Escalated to claims adjuster,2.0,True
-15101,2024-10-04 13:24:43,15991686064,4,New Quote,6,general,75,5.1,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-15102,2024-10-04 13:29:46,14244447053,0,Speak to Agent,6,general,22,11.9,General coverage question,follow_up_needed,Policy updated per customer request,4.0,False
-15103,2024-10-04 14:39:09,18587360255,1,Claims,7,claims,0,8.3,Inquire about premium increase,resolved,Resolved on first call,3.0,True
-15104,2024-10-04 14:41:38,17387677538,4,New Quote,6,general,171,7.6,Filing new auto claim,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-15105,2024-10-04 14:43:44,17403089343,1,Claims,7,claims,0,7.3,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-15106,2024-10-04 14:53:16,13243176953,4,New Quote,5,general,162,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-15107,2024-10-04 15:05:44,12887023741,3,Policy Changes,5,general,125,8.9,Complaint about service,resolved,Resolved on first call,4.0,True
-15108,2024-10-04 15:27:26,17757714185,2,Billing & Payments,8,billing,120,9.5,Request proof of insurance,resolved,Payment processed successfully,3.0,True
-15109,2024-10-04 15:36:24,17265262446,4,New Quote,5,general,22,6.7,Ask about discounts,resolved,Payment processed successfully,3.0,True
-15110,2024-10-04 15:41:21,18663989841,0,Speak to Agent,6,general,54,10.4,Payment not processed,resolved,Policy updated per customer request,3.0,True
-15111,2024-10-04 16:05:03,13538405432,2,Billing & Payments,8,billing,144,3.8,Ask about discounts,follow_up_needed,Customer disconnected before resolution,5.0,False
-15112,2024-10-04 16:15:23,15624565302,3,Policy Changes,5,general,144,0.6,Dispute claim denial,transferred,Customer requested manager,2.0,False
-15113,2024-10-04 16:27:40,12935900217,3,Policy Changes,6,general,66,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-15114,2024-10-04 16:30:55,15360330605,4,New Quote,5,general,160,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-15115,2024-10-04 16:33:51,13387560138,3,Policy Changes,5,general,147,6.8,Request proof of insurance,follow_up_needed,"Claim filed, reference number provided",3.0,False
-15116,2024-10-04 16:40:53,16500991651,3,Policy Changes,5,general,19,9.4,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-15117,2024-10-04 16:49:42,19138266921,4,New Quote,6,general,204,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-15118,2024-10-04 16:57:26,12486563283,3,Policy Changes,6,general,104,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-15119,2024-10-04 17:33:54,15735717684,1,Claims,1,claims,165,7.4,General coverage question,transferred,Policy updated per customer request,3.0,False
-15120,2024-10-04 17:38:14,17995353947,1,Claims,2,claims,0,6.8,Report accident,follow_up_needed,"Claim filed, reference number provided",3.0,False
-15121,2024-10-04 17:45:02,12221280111,0,Speak to Agent,6,general,77,6.4,Dispute claim denial,follow_up_needed,Escalated to claims adjuster,5.0,False
-15122,2024-10-04 17:50:00,14469193845,1,Claims,7,claims,196,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-15123,2024-10-04 18:18:21,12818962745,4,New Quote,5,general,205,3.8,Dispute claim denial,follow_up_needed,Payment processed successfully,4.0,False
-15124,2024-10-04 18:35:51,13717458128,1,Claims,7,claims,193,2.7,Update payment method,resolved,"Claim filed, reference number provided",3.0,True
-15125,2024-10-04 18:44:12,12781594232,1,Claims,7,claims,47,3.5,Payment not processed,resolved,Callback scheduled for tomorrow,3.0,True
-15126,2024-10-05 09:07:42,16095191544,0,Speak to Agent,5,general,110,1.1,Ask about deductible,resolved,"Claim filed, reference number provided",2.0,True
-15127,2024-10-05 09:09:34,17402979938,4,New Quote,6,general,144,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-15128,2024-10-05 09:18:28,18760801007,3,Policy Changes,6,general,60,3.8,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-15129,2024-10-05 09:28:10,14032497788,1,Claims,1,claims,158,7.7,General coverage question,resolved,Customer requested manager,4.0,True
-15130,2024-10-05 09:36:25,19506758325,1,Claims,2,claims,169,10.3,Payment not processed,resolved,Escalated to claims adjuster,5.0,True
-15131,2024-10-05 09:47:00,13615523425,2,Billing & Payments,4,billing,150,5.2,Dispute claim denial,resolved,"Information provided, no action needed",3.0,True
-15132,2024-10-05 09:59:39,16376710952,3,Policy Changes,6,general,22,6.2,Request ID cards,follow_up_needed,Resolved on first call,2.0,False
-15133,2024-10-05 10:11:10,19099474311,1,Claims,2,claims,164,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-15134,2024-10-05 10:18:43,16565780034,2,Billing & Payments,3,billing,191,0.0,General coverage question,abandoned,Customer abandoned,,False
-15135,2024-10-05 10:21:37,12939245930,0,Speak to Agent,6,general,109,7.2,Filing new auto claim,resolved,Customer requested manager,4.0,True
-15136,2024-10-05 10:22:10,17337959104,3,Policy Changes,6,general,57,9.8,Payment not processed,transferred,Policy updated per customer request,3.0,False
-15137,2024-10-05 10:42:37,12518665175,2,Billing & Payments,8,billing,92,1.9,Cancel policy,follow_up_needed,"Information provided, no action needed",4.0,False
-15138,2024-10-05 10:55:04,16329818168,1,Claims,1,claims,88,7.3,Change coverage level,resolved,Escalated to claims adjuster,3.0,True
-15139,2024-10-05 10:55:26,18131061551,0,Speak to Agent,6,general,0,9.6,Ask about discounts,follow_up_needed,"Claim filed, reference number provided",4.0,False
-15140,2024-10-05 10:56:49,18951919242,4,New Quote,6,general,77,10.3,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-15141,2024-10-05 10:58:47,12813140255,3,Policy Changes,6,general,44,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-15142,2024-10-05 11:13:16,19508275462,2,Billing & Payments,3,billing,111,7.4,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",3.0,True
-15143,2024-10-05 11:16:28,17855146174,1,Claims,1,claims,245,9.2,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-15144,2024-10-05 11:17:32,16414800474,2,Billing & Payments,4,billing,202,1.5,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,3.0,True
-15145,2024-10-05 11:21:36,16970613376,2,Billing & Payments,4,billing,151,12.0,Inquire about premium increase,resolved,Resolved on first call,4.0,True
-15146,2024-10-05 11:22:56,16869006601,3,Policy Changes,6,general,69,4.6,Reinstate lapsed policy,resolved,Policy updated per customer request,5.0,True
-15147,2024-10-05 11:35:36,19590990056,2,Billing & Payments,3,billing,164,2.9,Ask about discounts,transferred,Policy updated per customer request,3.0,False
-15148,2024-10-05 11:39:03,17795728659,3,Policy Changes,6,general,12,6.3,Change coverage level,resolved,"Information provided, no action needed",3.0,True
-15149,2024-10-05 12:03:27,18257679438,3,Policy Changes,5,general,22,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-15150,2024-10-05 12:16:46,17740101245,1,Claims,7,claims,270,6.1,Filing new auto claim,transferred,Escalated to claims adjuster,3.0,False
-15151,2024-10-05 12:25:03,15833369019,3,Policy Changes,6,general,132,7.4,Remove vehicle from policy,transferred,Transferred to supervisor,2.0,False
-15152,2024-10-05 12:31:27,16656269630,1,Claims,2,claims,33,8.2,Inquire about premium increase,resolved,Customer disconnected before resolution,2.0,True
-15153,2024-10-05 12:35:57,14399623110,0,Speak to Agent,6,general,158,10.6,Add driver to policy,resolved,"Information provided, no action needed",3.0,True
-15154,2024-10-05 12:39:05,17844801707,1,Claims,2,claims,91,11.1,Payment not processed,resolved,Escalated to claims adjuster,2.0,True
-15155,2024-10-05 12:49:50,17577989028,2,Billing & Payments,4,billing,213,6.5,General coverage question,follow_up_needed,Resolved on first call,2.0,False
-15156,2024-10-05 12:55:28,12939024738,0,Speak to Agent,5,general,93,7.7,Reinstate lapsed policy,transferred,"Information provided, no action needed",4.0,False
-15157,2024-10-05 12:55:58,19342102380,1,Claims,1,claims,224,0.0,Report accident,abandoned,Customer abandoned,,False
-15158,2024-10-07 08:24:15,17315928087,2,Billing & Payments,4,billing,156,6.8,Add driver to policy,resolved,Policy updated per customer request,5.0,True
-15159,2024-10-07 08:27:49,12532724322,1,Claims,2,claims,96,2.8,Add driver to policy,resolved,Callback scheduled for tomorrow,5.0,True
-15160,2024-10-07 08:47:48,18783175459,3,Policy Changes,5,general,193,6.9,Request ID cards,follow_up_needed,"Claim filed, reference number provided",2.0,False
-15161,2024-10-07 08:48:49,17191876619,0,Speak to Agent,6,general,73,8.4,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-15162,2024-10-07 08:55:24,14556331464,2,Billing & Payments,4,billing,270,0.5,Request ID cards,follow_up_needed,Payment processed successfully,3.0,False
-15163,2024-10-07 09:06:21,19665321878,0,Speak to Agent,5,general,165,4.0,Add driver to policy,resolved,Policy updated per customer request,2.0,True
-15164,2024-10-07 09:25:03,12630450646,1,Claims,7,claims,306,7.6,Filing new auto claim,resolved,Policy updated per customer request,2.0,True
-15165,2024-10-07 09:29:03,19449355382,3,Policy Changes,5,general,32,4.1,Request ID cards,follow_up_needed,Payment processed successfully,4.0,False
-15166,2024-10-07 09:29:06,17867977245,3,Policy Changes,5,general,22,6.5,Claim status inquiry,follow_up_needed,Transferred to supervisor,3.0,False
-15167,2024-10-07 09:31:15,14595356103,4,New Quote,6,general,0,6.1,Remove vehicle from policy,resolved,"Claim filed, reference number provided",3.0,True
-15168,2024-10-07 09:37:15,15837832391,3,Policy Changes,5,general,124,0.0,Complaint about service,abandoned,Customer abandoned,,False
-15169,2024-10-07 09:58:51,18293615991,0,Speak to Agent,6,general,161,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-15170,2024-10-07 10:17:37,16947940680,4,New Quote,6,general,94,12.1,Dispute claim denial,resolved,Resolved on first call,3.0,True
-15171,2024-10-07 10:23:45,19789336010,0,Speak to Agent,6,general,0,12.8,Filing new auto claim,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-15172,2024-10-07 10:40:47,19083455101,2,Billing & Payments,8,billing,338,5.9,Update address,resolved,Payment processed successfully,3.0,True
-15173,2024-10-07 10:42:49,15809904667,2,Billing & Payments,8,billing,73,0.0,Cancel policy,abandoned,Customer abandoned,,False
-15174,2024-10-07 10:47:15,13832501525,1,Claims,1,claims,68,3.4,Request payment plan,resolved,"Claim filed, reference number provided",3.0,True
-15175,2024-10-07 10:52:02,19734477562,2,Billing & Payments,8,billing,184,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-15176,2024-10-07 11:03:22,14848642158,1,Claims,1,claims,103,5.8,Update address,resolved,"Claim filed, reference number provided",5.0,True
-15177,2024-10-07 11:05:40,12997845848,1,Claims,7,claims,288,6.6,General coverage question,resolved,"Information provided, no action needed",4.0,True
-15178,2024-10-07 11:12:19,15941015854,2,Billing & Payments,8,billing,226,5.3,Claim status inquiry,resolved,Customer requested manager,5.0,True
-15179,2024-10-07 11:15:26,17907614601,0,Speak to Agent,6,general,135,10.4,Cancel policy,resolved,Customer disconnected before resolution,4.0,True
-15180,2024-10-07 11:16:59,18339830896,3,Policy Changes,5,general,115,7.2,Reinstate lapsed policy,resolved,Resolved on first call,2.0,True
-15181,2024-10-07 11:18:08,13223993467,0,Speak to Agent,6,general,0,8.5,Update payment method,resolved,"Claim filed, reference number provided",3.0,True
-15182,2024-10-07 11:25:10,18402026520,2,Billing & Payments,8,billing,74,5.3,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-15183,2024-10-07 11:28:28,18093412780,2,Billing & Payments,4,billing,185,3.6,Ask about discounts,resolved,Escalated to claims adjuster,4.0,True
-15184,2024-10-07 11:29:39,18468834607,1,Claims,7,claims,208,5.6,Ask about discounts,follow_up_needed,Transferred to supervisor,3.0,False
-15185,2024-10-07 11:31:34,12533435850,3,Policy Changes,6,general,0,7.4,Remove vehicle from policy,resolved,Transferred to supervisor,4.0,True
-15186,2024-10-07 11:33:00,16368166106,4,New Quote,6,general,103,8.2,Request payment plan,resolved,Policy updated per customer request,4.0,True
-15187,2024-10-07 11:55:25,12530406630,2,Billing & Payments,3,billing,85,3.3,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-15188,2024-10-07 12:22:45,12431628813,4,New Quote,5,general,76,6.1,Change coverage level,resolved,Escalated to claims adjuster,3.0,True
-15189,2024-10-07 12:42:18,15639357865,0,Speak to Agent,5,general,80,6.8,Request ID cards,follow_up_needed,Policy updated per customer request,4.0,False
-15190,2024-10-07 12:42:59,14247872446,4,New Quote,6,general,59,9.6,Remove vehicle from policy,resolved,Customer requested manager,3.0,True
-15191,2024-10-07 12:45:24,17357285476,2,Billing & Payments,4,billing,0,5.8,Change coverage level,resolved,"Information provided, no action needed",5.0,True
-15192,2024-10-07 13:12:28,17198736797,0,Speak to Agent,5,general,128,7.0,Inquire about premium increase,resolved,Transferred to supervisor,3.0,True
-15193,2024-10-07 13:36:21,17083935396,2,Billing & Payments,8,billing,165,3.6,Dispute claim denial,resolved,Policy updated per customer request,4.0,True
-15194,2024-10-07 14:02:52,13610068322,3,Policy Changes,5,general,121,7.4,Complaint about service,transferred,Payment processed successfully,2.0,False
-15195,2024-10-07 14:05:11,15615632489,4,New Quote,6,general,86,8.5,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-15196,2024-10-07 14:10:35,13787858912,4,New Quote,6,general,135,10.6,Payment not processed,follow_up_needed,Policy updated per customer request,2.0,False
-15197,2024-10-07 14:16:36,19911394818,3,Policy Changes,5,general,33,5.2,General coverage question,resolved,Policy updated per customer request,3.0,True
-15198,2024-10-07 14:19:54,16245919475,3,Policy Changes,5,general,209,9.9,Request ID cards,resolved,Resolved on first call,4.0,True
-15199,2024-10-07 14:20:35,16246003755,0,Speak to Agent,5,general,153,0.5,Request payment plan,resolved,"Claim filed, reference number provided",5.0,True
-15200,2024-10-07 14:28:51,15833080739,1,Claims,2,claims,39,11.4,Add driver to policy,transferred,Transferred to supervisor,4.0,False
-15201,2024-10-07 14:31:48,12984345969,0,Speak to Agent,5,general,0,5.3,Add driver to policy,resolved,Customer disconnected before resolution,2.0,True
-15202,2024-10-07 14:31:53,17160025382,4,New Quote,6,general,327,11.4,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-15203,2024-10-07 14:34:46,17791858245,3,Policy Changes,6,general,280,4.7,Payment not processed,resolved,Customer requested manager,4.0,True
-15204,2024-10-07 14:44:51,18763149132,3,Policy Changes,5,general,117,2.5,Complaint about service,resolved,"Claim filed, reference number provided",3.0,True
-15205,2024-10-07 15:04:45,14766175688,3,Policy Changes,6,general,34,17.0,Complaint about service,resolved,Transferred to supervisor,3.0,True
-15206,2024-10-07 15:08:20,15245283979,2,Billing & Payments,4,billing,144,7.2,Report accident,resolved,Customer requested manager,3.0,True
-15207,2024-10-07 15:36:36,13150550225,4,New Quote,5,general,63,6.0,General coverage question,transferred,Customer disconnected before resolution,2.0,False
-15208,2024-10-07 15:37:26,14792703366,1,Claims,1,claims,162,5.8,Cancel policy,resolved,Transferred to supervisor,3.0,True
-15209,2024-10-07 15:42:24,13659032695,0,Speak to Agent,5,general,82,6.6,Reinstate lapsed policy,follow_up_needed,Customer requested manager,3.0,False
-15210,2024-10-07 16:03:18,14316692222,4,New Quote,6,general,127,9.8,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-15211,2024-10-07 16:10:14,18209971005,3,Policy Changes,5,general,0,4.2,Request proof of insurance,resolved,Escalated to claims adjuster,5.0,True
-15212,2024-10-07 16:18:34,18514634845,3,Policy Changes,5,general,178,7.2,Report accident,resolved,Customer disconnected before resolution,4.0,True
-15213,2024-10-07 16:20:55,19554228966,4,New Quote,5,general,69,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-15214,2024-10-07 16:22:50,15874174712,2,Billing & Payments,4,billing,29,6.3,Request ID cards,resolved,Payment processed successfully,3.0,True
-15215,2024-10-07 16:30:47,17390750495,2,Billing & Payments,4,billing,151,5.5,Request ID cards,transferred,Transferred to supervisor,5.0,False
-15216,2024-10-07 16:36:14,12496244859,0,Speak to Agent,6,general,107,7.9,Request proof of insurance,resolved,Customer disconnected before resolution,4.0,True
-15217,2024-10-07 16:36:45,14587512780,4,New Quote,6,general,198,8.2,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-15218,2024-10-07 16:37:22,19316281352,0,Speak to Agent,5,general,139,4.5,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-15219,2024-10-07 16:39:12,15922522623,4,New Quote,6,general,107,8.4,Change coverage level,follow_up_needed,Resolved on first call,4.0,False
-15220,2024-10-07 16:42:36,17114148955,1,Claims,7,claims,165,2.3,Complaint about service,resolved,Customer requested manager,3.0,True
-15221,2024-10-07 16:49:10,15809811940,1,Claims,2,claims,206,5.8,Report accident,resolved,Customer requested manager,4.0,True
-15222,2024-10-07 16:56:39,13394993809,0,Speak to Agent,5,general,190,0.0,Request ID cards,abandoned,Customer abandoned,,False
-15223,2024-10-07 17:01:51,17098878070,3,Policy Changes,6,general,133,4.2,Payment not processed,resolved,"Information provided, no action needed",5.0,True
-15224,2024-10-07 17:14:24,12464758038,3,Policy Changes,5,general,113,0.5,Request ID cards,resolved,Escalated to claims adjuster,5.0,True
-15225,2024-10-07 17:31:45,14489517949,3,Policy Changes,6,general,114,10.6,Filing new auto claim,resolved,Customer disconnected before resolution,2.0,True
-15226,2024-10-07 17:37:43,16726829493,2,Billing & Payments,4,billing,209,4.9,General coverage question,resolved,Transferred to supervisor,3.0,True
-15227,2024-10-07 17:55:08,17149354558,2,Billing & Payments,3,billing,260,2.8,Report accident,resolved,"Information provided, no action needed",4.0,True
-15228,2024-10-07 17:57:41,12749168802,4,New Quote,5,general,288,4.6,Reinstate lapsed policy,resolved,Customer disconnected before resolution,3.0,True
-15229,2024-10-07 18:02:45,12752335878,1,Claims,1,claims,58,0.0,Update address,abandoned,Customer abandoned,,False
-15230,2024-10-07 18:32:11,18441747275,0,Speak to Agent,5,general,0,3.0,Update payment method,resolved,Policy updated per customer request,3.0,True
-15231,2024-10-07 18:37:24,18863565992,0,Speak to Agent,6,general,150,8.1,General coverage question,resolved,Transferred to supervisor,4.0,True
-15232,2024-10-08 07:30:18,17640168928,2,Billing & Payments,4,billing,132,7.1,Cancel policy,resolved,Callback scheduled for tomorrow,3.0,True
-15233,2024-10-08 07:31:48,16527425353,3,Policy Changes,6,general,47,11.1,Cancel policy,resolved,Transferred to supervisor,3.0,True
-15234,2024-10-08 07:37:23,17485154815,4,New Quote,5,general,22,5.6,Cancel policy,resolved,Payment processed successfully,5.0,True
-15235,2024-10-08 07:40:35,16552175944,4,New Quote,6,general,117,6.7,Request ID cards,follow_up_needed,Transferred to supervisor,5.0,False
-15236,2024-10-08 07:46:29,12858350294,0,Speak to Agent,5,general,106,5.9,Ask about discounts,resolved,Resolved on first call,3.0,True
-15237,2024-10-08 07:46:31,17460555575,0,Speak to Agent,6,general,176,10.7,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-15238,2024-10-08 07:55:36,18351379211,4,New Quote,5,general,258,6.3,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-15239,2024-10-08 08:15:18,15060406189,1,Claims,7,claims,0,8.4,Update address,resolved,Transferred to supervisor,3.0,True
-15240,2024-10-08 08:24:45,13135925654,0,Speak to Agent,6,general,0,7.4,Inquire about premium increase,resolved,Resolved on first call,4.0,True
-15241,2024-10-08 08:31:23,12360502793,3,Policy Changes,5,general,76,3.9,Request ID cards,follow_up_needed,Policy updated per customer request,2.0,False
-15242,2024-10-08 08:53:18,19928059108,3,Policy Changes,5,general,51,4.7,Request payment plan,resolved,Resolved on first call,4.0,True
-15243,2024-10-08 09:20:23,19443837212,3,Policy Changes,5,general,177,5.6,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-15244,2024-10-08 09:41:23,15555279995,2,Billing & Payments,4,billing,264,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-15245,2024-10-08 09:44:31,18371883914,1,Claims,1,claims,177,3.6,Ask about deductible,resolved,Transferred to supervisor,5.0,True
-15246,2024-10-08 09:44:49,12731035224,4,New Quote,6,general,40,9.0,Complaint about service,transferred,Policy updated per customer request,3.0,False
-15247,2024-10-08 09:44:58,13932051238,4,New Quote,5,general,167,1.6,Request ID cards,transferred,Transferred to supervisor,3.0,False
-15248,2024-10-08 09:47:30,18806525841,4,New Quote,6,general,236,7.5,Ask about discounts,resolved,Callback scheduled for tomorrow,3.0,True
-15249,2024-10-08 10:03:37,14180190732,4,New Quote,6,general,184,4.3,Claim status inquiry,transferred,Transferred to supervisor,4.0,False
-15250,2024-10-08 10:05:45,18384363644,3,Policy Changes,6,general,202,7.6,Request proof of insurance,resolved,Policy updated per customer request,4.0,True
-15251,2024-10-08 10:09:22,14289712476,4,New Quote,6,general,0,7.7,Ask about deductible,resolved,Payment processed successfully,5.0,True
-15252,2024-10-08 10:18:31,15549005974,1,Claims,1,claims,119,3.7,General coverage question,transferred,Transferred to supervisor,3.0,False
-15253,2024-10-08 10:27:36,12220623685,3,Policy Changes,5,general,114,1.3,Ask about discounts,resolved,Customer requested manager,3.0,True
-15254,2024-10-08 10:28:30,12722355557,0,Speak to Agent,5,general,188,7.2,Request ID cards,resolved,"Information provided, no action needed",2.0,True
-15255,2024-10-08 10:30:40,19657984967,2,Billing & Payments,8,billing,33,7.8,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-15256,2024-10-08 10:36:49,19757961707,0,Speak to Agent,5,general,72,5.1,Cancel policy,transferred,Callback scheduled for tomorrow,2.0,False
-15257,2024-10-08 10:37:51,17204401418,3,Policy Changes,5,general,121,2.2,Cancel policy,resolved,Callback scheduled for tomorrow,2.0,True
-15258,2024-10-08 10:39:09,15046023797,2,Billing & Payments,4,billing,55,6.6,Update address,resolved,Resolved on first call,4.0,True
-15259,2024-10-08 10:53:55,17787175208,4,New Quote,5,general,209,2.6,Claim status inquiry,follow_up_needed,"Information provided, no action needed",3.0,False
-15260,2024-10-08 11:01:49,16845129746,1,Claims,2,claims,93,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-15261,2024-10-08 11:03:57,16994376907,3,Policy Changes,5,general,25,6.3,Ask about discounts,transferred,"Claim filed, reference number provided",3.0,False
-15262,2024-10-08 11:05:36,16082597130,4,New Quote,5,general,172,7.2,Update address,resolved,Resolved on first call,4.0,True
-15263,2024-10-08 11:12:49,13176143619,2,Billing & Payments,3,billing,140,0.5,Request proof of insurance,follow_up_needed,Customer disconnected before resolution,2.0,False
-15264,2024-10-08 11:25:42,14895611727,0,Speak to Agent,6,general,93,11.4,Filing new auto claim,resolved,Customer disconnected before resolution,5.0,True
-15265,2024-10-08 11:30:13,15706658461,0,Speak to Agent,6,general,189,7.5,Payment not processed,resolved,Policy updated per customer request,3.0,True
-15266,2024-10-08 11:32:38,13893557334,0,Speak to Agent,6,general,12,8.9,Dispute claim denial,resolved,Transferred to supervisor,3.0,True
-15267,2024-10-08 12:04:48,17005258052,2,Billing & Payments,4,billing,257,5.4,General coverage question,resolved,Policy updated per customer request,5.0,True
-15268,2024-10-08 12:06:05,19917267972,1,Claims,2,claims,154,0.0,Payment not processed,abandoned,Customer abandoned,,False
-15269,2024-10-08 12:13:38,16116685905,0,Speak to Agent,5,general,256,3.1,Claim status inquiry,follow_up_needed,Resolved on first call,4.0,False
-15270,2024-10-08 12:21:23,14210210325,0,Speak to Agent,6,general,149,5.7,Remove vehicle from policy,resolved,Payment processed successfully,5.0,True
-15271,2024-10-08 12:38:22,18406425159,2,Billing & Payments,3,billing,0,4.7,Payment not processed,resolved,Transferred to supervisor,4.0,True
-15272,2024-10-08 12:39:22,17535226390,4,New Quote,5,general,241,2.3,General coverage question,transferred,Policy updated per customer request,3.0,False
-15273,2024-10-08 12:57:04,16135063550,0,Speak to Agent,6,general,15,8.5,Update address,resolved,Customer disconnected before resolution,1.0,True
-15274,2024-10-08 13:01:15,19728425488,1,Claims,1,claims,117,9.4,Ask about deductible,resolved,Resolved on first call,4.0,True
-15275,2024-10-08 13:03:52,17025222521,2,Billing & Payments,3,billing,0,6.1,Add driver to policy,resolved,Policy updated per customer request,5.0,True
-15276,2024-10-08 13:31:01,19190246270,4,New Quote,5,general,361,6.9,Update payment method,resolved,"Information provided, no action needed",4.0,True
-15277,2024-10-08 13:35:11,17777329985,2,Billing & Payments,8,billing,53,6.1,Request proof of insurance,follow_up_needed,Resolved on first call,4.0,False
-15278,2024-10-08 13:43:06,12503085813,4,New Quote,5,general,132,6.1,Ask about deductible,follow_up_needed,Escalated to claims adjuster,1.0,False
-15279,2024-10-08 13:48:13,15358745278,1,Claims,7,claims,125,4.0,Ask about discounts,resolved,Resolved on first call,4.0,True
-15280,2024-10-08 13:51:17,12162800859,3,Policy Changes,6,general,98,8.4,Reinstate lapsed policy,resolved,Transferred to supervisor,2.0,True
-15281,2024-10-08 13:53:46,17676237610,2,Billing & Payments,3,billing,108,8.6,Remove vehicle from policy,resolved,Customer disconnected before resolution,5.0,True
-15282,2024-10-08 14:13:02,19445879979,0,Speak to Agent,6,general,47,5.9,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-15283,2024-10-08 14:19:12,12760765985,0,Speak to Agent,6,general,125,6.6,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-15284,2024-10-08 14:50:12,18498810790,2,Billing & Payments,8,billing,0,1.8,Request payment plan,resolved,Resolved on first call,5.0,True
-15285,2024-10-08 15:00:50,16458987533,4,New Quote,5,general,140,6.0,Request ID cards,transferred,Policy updated per customer request,3.0,False
-15286,2024-10-08 15:37:06,14725653765,3,Policy Changes,6,general,120,8.0,Remove vehicle from policy,transferred,"Claim filed, reference number provided",2.0,False
-15287,2024-10-08 15:47:14,13398636904,2,Billing & Payments,4,billing,240,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-15288,2024-10-08 15:53:54,19765270000,0,Speak to Agent,6,general,98,9.2,Update address,resolved,Customer disconnected before resolution,5.0,True
-15289,2024-10-08 16:05:36,13917701710,1,Claims,7,claims,151,7.9,Remove vehicle from policy,transferred,Transferred to supervisor,3.0,False
-15290,2024-10-08 16:15:06,16566222454,2,Billing & Payments,3,billing,186,5.8,Cancel policy,resolved,Payment processed successfully,4.0,True
-15291,2024-10-08 16:17:39,12092391046,3,Policy Changes,6,general,225,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-15292,2024-10-08 16:43:42,19674644970,4,New Quote,5,general,93,7.4,Cancel policy,follow_up_needed,Customer disconnected before resolution,2.0,False
-15293,2024-10-08 16:57:22,17753815994,0,Speak to Agent,5,general,306,11.4,Inquire about premium increase,resolved,Escalated to claims adjuster,5.0,True
-15294,2024-10-08 17:03:41,14662945563,0,Speak to Agent,6,general,25,5.0,Add driver to policy,resolved,Callback scheduled for tomorrow,5.0,True
-15295,2024-10-08 17:19:31,12163269752,4,New Quote,6,general,239,6.8,Remove vehicle from policy,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-15296,2024-10-08 17:31:32,16192826201,3,Policy Changes,6,general,219,8.6,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-15297,2024-10-08 17:42:24,18085135461,4,New Quote,5,general,32,10.0,Ask about discounts,resolved,"Information provided, no action needed",3.0,True
-15298,2024-10-08 18:08:56,16310352610,1,Claims,2,claims,62,7.7,Update address,resolved,"Information provided, no action needed",4.0,True
-15299,2024-10-08 18:37:46,19490454814,3,Policy Changes,5,general,282,7.0,Change coverage level,follow_up_needed,Resolved on first call,4.0,False
-15300,2024-10-08 18:38:12,13668908573,1,Claims,2,claims,134,8.3,Claim status inquiry,resolved,Customer disconnected before resolution,5.0,True
-15301,2024-10-08 18:44:23,19007126384,1,Claims,7,claims,221,6.9,Complaint about service,resolved,Customer disconnected before resolution,3.0,True
-15302,2024-10-08 18:55:51,19113092576,3,Policy Changes,5,general,22,5.3,Report accident,resolved,Policy updated per customer request,1.0,True
-15303,2024-10-09 07:17:03,13689206913,3,Policy Changes,5,general,121,0.0,Report accident,abandoned,Customer abandoned,,False
-15304,2024-10-09 07:27:20,17846432732,3,Policy Changes,5,general,129,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-15305,2024-10-09 07:27:59,12182762801,4,New Quote,6,general,270,8.7,Ask about discounts,follow_up_needed,Customer disconnected before resolution,3.0,False
-15306,2024-10-09 07:35:08,15118102151,2,Billing & Payments,3,billing,71,7.3,Dispute claim denial,resolved,Callback scheduled for tomorrow,4.0,True
-15307,2024-10-09 07:40:35,17209935429,0,Speak to Agent,6,general,151,7.7,Inquire about premium increase,resolved,Policy updated per customer request,3.0,True
-15308,2024-10-09 07:54:14,17272448495,3,Policy Changes,5,general,0,4.8,General coverage question,resolved,Payment processed successfully,5.0,True
-15309,2024-10-09 08:44:50,14767983642,0,Speak to Agent,6,general,155,5.7,Update payment method,resolved,Resolved on first call,5.0,True
-15310,2024-10-09 09:08:34,13927385284,3,Policy Changes,6,general,0,6.3,Report accident,resolved,Escalated to claims adjuster,4.0,True
-15311,2024-10-09 09:08:37,12761648572,0,Speak to Agent,5,general,3,0.7,Report accident,follow_up_needed,"Information provided, no action needed",3.0,False
-15312,2024-10-09 09:34:33,14209322864,3,Policy Changes,6,general,173,10.8,Claim status inquiry,transferred,"Claim filed, reference number provided",2.0,False
-15313,2024-10-09 09:50:53,18719110652,1,Claims,2,claims,82,5.4,Cancel policy,resolved,Callback scheduled for tomorrow,2.0,True
-15314,2024-10-09 09:56:59,19325430085,3,Policy Changes,6,general,98,7.1,Claim status inquiry,resolved,Transferred to supervisor,5.0,True
-15315,2024-10-09 09:57:04,12333492401,0,Speak to Agent,5,general,0,7.0,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-15316,2024-10-09 09:58:55,13850488298,3,Policy Changes,5,general,176,2.8,Update address,follow_up_needed,Transferred to supervisor,2.0,False
-15317,2024-10-09 10:09:02,13083629845,0,Speak to Agent,6,general,86,9.8,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",2.0,False
-15318,2024-10-09 10:21:24,17338948164,3,Policy Changes,5,general,43,9.1,Cancel policy,resolved,Resolved on first call,4.0,True
-15319,2024-10-09 10:49:16,12399827926,3,Policy Changes,6,general,105,7.8,Request ID cards,follow_up_needed,Transferred to supervisor,3.0,False
-15320,2024-10-09 10:54:18,17179626460,4,New Quote,5,general,218,4.5,Request ID cards,resolved,Transferred to supervisor,2.0,True
-15321,2024-10-09 10:57:09,17538229603,1,Claims,1,claims,107,2.9,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-15322,2024-10-09 11:15:59,18526361603,4,New Quote,6,general,179,7.4,Cancel policy,follow_up_needed,"Information provided, no action needed",2.0,False
-15323,2024-10-09 11:19:17,15112773691,4,New Quote,5,general,63,7.0,Report accident,transferred,Escalated to claims adjuster,3.0,False
-15324,2024-10-09 11:21:25,18850805595,1,Claims,7,claims,145,4.8,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-15325,2024-10-09 11:23:23,16925233333,4,New Quote,6,general,78,7.3,General coverage question,resolved,"Claim filed, reference number provided",4.0,True
-15326,2024-10-09 11:29:39,18804067381,2,Billing & Payments,8,billing,118,5.2,Request payment plan,resolved,"Information provided, no action needed",3.0,True
-15327,2024-10-09 11:32:23,13831443185,1,Claims,7,claims,135,0.5,Dispute claim denial,resolved,Transferred to supervisor,5.0,True
-15328,2024-10-09 11:34:38,14433992188,1,Claims,1,claims,0,8.1,Reinstate lapsed policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-15329,2024-10-09 11:45:58,19457317307,4,New Quote,6,general,156,11.7,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-15330,2024-10-09 11:48:39,17127827744,3,Policy Changes,6,general,237,10.4,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-15331,2024-10-09 11:53:52,19592555044,4,New Quote,5,general,143,5.6,Ask about discounts,resolved,Transferred to supervisor,3.0,True
-15332,2024-10-09 11:55:02,13412366596,3,Policy Changes,6,general,9,0.0,Payment not processed,abandoned,Customer abandoned,,False
-15333,2024-10-09 11:58:36,14541085074,0,Speak to Agent,6,general,222,6.0,Ask about deductible,resolved,Payment processed successfully,5.0,True
-15334,2024-10-09 12:27:23,17202154171,4,New Quote,6,general,57,3.0,Change coverage level,resolved,"Claim filed, reference number provided",3.0,True
-15335,2024-10-09 12:53:06,15984155415,1,Claims,1,claims,154,0.8,Filing new auto claim,resolved,"Claim filed, reference number provided",3.0,True
-15336,2024-10-09 13:05:52,17767242552,2,Billing & Payments,3,billing,284,5.3,Remove vehicle from policy,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-15337,2024-10-09 14:05:14,13279078934,2,Billing & Payments,8,billing,43,0.0,Update payment method,abandoned,Customer abandoned,,False
-15338,2024-10-09 14:10:45,15173012487,0,Speak to Agent,6,general,226,0.0,Update payment method,abandoned,Customer abandoned,,False
-15339,2024-10-09 14:13:06,19695040887,3,Policy Changes,5,general,47,4.7,Payment not processed,resolved,"Claim filed, reference number provided",5.0,True
-15340,2024-10-09 14:21:13,19382771608,4,New Quote,5,general,40,6.5,Report accident,resolved,Resolved on first call,2.0,True
-15341,2024-10-09 14:21:39,12864102176,3,Policy Changes,5,general,200,3.3,Payment not processed,resolved,Transferred to supervisor,2.0,True
-15342,2024-10-09 14:22:05,17313602749,4,New Quote,6,general,92,9.5,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-15343,2024-10-09 14:29:52,13254911104,4,New Quote,5,general,332,4.3,Filing new auto claim,follow_up_needed,Transferred to supervisor,2.0,False
-15344,2024-10-09 14:32:38,16000857094,0,Speak to Agent,5,general,93,4.6,Update address,resolved,Callback scheduled for tomorrow,4.0,True
-15345,2024-10-09 14:36:27,13272099399,2,Billing & Payments,8,billing,164,4.9,Dispute claim denial,transferred,Customer requested manager,3.0,False
-15346,2024-10-09 14:48:05,17415044183,0,Speak to Agent,5,general,10,2.6,Filing new auto claim,resolved,Customer requested manager,5.0,True
-15347,2024-10-09 14:48:15,12633315951,0,Speak to Agent,6,general,166,10.9,Cancel policy,resolved,"Information provided, no action needed",3.0,True
-15348,2024-10-09 15:15:12,17844324329,0,Speak to Agent,6,general,120,9.5,Update payment method,resolved,Customer requested manager,3.0,True
-15349,2024-10-09 15:17:16,12124936283,4,New Quote,6,general,236,9.7,Remove vehicle from policy,resolved,Transferred to supervisor,2.0,True
-15350,2024-10-09 15:31:38,15816249998,2,Billing & Payments,3,billing,196,6.0,Request payment plan,resolved,Escalated to claims adjuster,5.0,True
-15351,2024-10-09 15:32:52,15685766633,4,New Quote,6,general,210,10.3,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-15352,2024-10-09 15:37:37,13287930608,0,Speak to Agent,6,general,119,10.6,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-15353,2024-10-09 15:39:18,16945814172,4,New Quote,6,general,22,7.3,Claim status inquiry,resolved,Policy updated per customer request,5.0,True
-15354,2024-10-09 15:47:17,16135247797,3,Policy Changes,5,general,186,2.9,Cancel policy,follow_up_needed,Policy updated per customer request,2.0,False
-15355,2024-10-09 16:32:45,14970009279,0,Speak to Agent,6,general,95,7.9,Payment not processed,resolved,Escalated to claims adjuster,5.0,True
-15356,2024-10-09 16:41:31,15910710510,1,Claims,7,claims,103,7.6,Complaint about service,follow_up_needed,Policy updated per customer request,3.0,False
-15357,2024-10-09 16:43:47,14462641627,0,Speak to Agent,5,general,295,4.5,Request ID cards,resolved,Resolved on first call,4.0,True
-15358,2024-10-09 17:03:17,15457348146,1,Claims,1,claims,214,7.2,General coverage question,resolved,Payment processed successfully,5.0,True
-15359,2024-10-09 17:11:13,18506527727,1,Claims,2,claims,108,8.2,Reinstate lapsed policy,transferred,Transferred to supervisor,3.0,False
-15360,2024-10-09 17:21:27,15045280119,1,Claims,1,claims,155,3.7,Reinstate lapsed policy,transferred,Policy updated per customer request,3.0,False
-15361,2024-10-09 17:23:48,19324356721,0,Speak to Agent,6,general,193,9.7,Report accident,resolved,Callback scheduled for tomorrow,4.0,True
-15362,2024-10-09 18:19:24,14717756732,2,Billing & Payments,3,billing,71,0.0,Complaint about service,abandoned,Customer abandoned,,False
-15363,2024-10-09 18:52:43,12931749053,4,New Quote,5,general,141,6.7,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-15364,2024-10-10 07:19:04,12186632483,0,Speak to Agent,5,general,14,0.5,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-15365,2024-10-10 07:26:42,14601176004,1,Claims,7,claims,274,3.9,Request payment plan,follow_up_needed,Payment processed successfully,4.0,False
-15366,2024-10-10 08:50:16,16838945585,1,Claims,2,claims,172,9.0,Update address,follow_up_needed,Customer requested manager,4.0,False
-15367,2024-10-10 08:55:25,16013241134,3,Policy Changes,6,general,155,5.1,Add driver to policy,resolved,"Information provided, no action needed",3.0,True
-15368,2024-10-10 09:02:15,14395573216,0,Speak to Agent,5,general,75,3.4,Request payment plan,follow_up_needed,"Information provided, no action needed",2.0,False
-15369,2024-10-10 09:08:00,19863822509,1,Claims,1,claims,141,4.6,Dispute claim denial,resolved,Resolved on first call,3.0,True
-15370,2024-10-10 09:56:02,15060832928,3,Policy Changes,5,general,197,0.0,Payment not processed,abandoned,Customer abandoned,,False
-15371,2024-10-10 10:06:47,17553797198,3,Policy Changes,6,general,87,15.2,Dispute claim denial,resolved,"Claim filed, reference number provided",5.0,True
-15372,2024-10-10 10:07:22,16749776839,3,Policy Changes,6,general,59,7.2,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-15373,2024-10-10 10:20:18,17075620241,4,New Quote,6,general,88,10.2,Inquire about premium increase,resolved,Resolved on first call,5.0,True
-15374,2024-10-10 10:26:48,12922169439,4,New Quote,5,general,52,4.0,Complaint about service,resolved,Escalated to claims adjuster,4.0,True
-15375,2024-10-10 10:33:23,16058753996,0,Speak to Agent,6,general,23,6.4,Claim status inquiry,resolved,Resolved on first call,5.0,True
-15376,2024-10-10 10:36:48,12229084403,3,Policy Changes,5,general,0,2.5,Reinstate lapsed policy,transferred,Payment processed successfully,3.0,False
-15377,2024-10-10 11:02:02,17090947163,0,Speak to Agent,6,general,169,9.7,Complaint about service,resolved,"Claim filed, reference number provided",2.0,True
-15378,2024-10-10 11:09:46,18254617217,2,Billing & Payments,8,billing,114,2.6,General coverage question,resolved,Resolved on first call,3.0,True
-15379,2024-10-10 11:24:42,18871050283,2,Billing & Payments,8,billing,95,5.1,Update payment method,follow_up_needed,Policy updated per customer request,3.0,False
-15380,2024-10-10 11:34:32,19581569155,4,New Quote,6,general,67,8.3,Inquire about premium increase,resolved,Payment processed successfully,4.0,True
-15381,2024-10-10 11:37:44,13610181487,1,Claims,2,claims,13,6.7,Dispute claim denial,resolved,Resolved on first call,5.0,True
-15382,2024-10-10 11:45:46,14746761839,3,Policy Changes,6,general,270,6.9,Update payment method,resolved,Transferred to supervisor,3.0,True
-15383,2024-10-10 12:21:00,12534476979,0,Speak to Agent,5,general,50,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-15384,2024-10-10 12:46:58,18986523287,1,Claims,1,claims,209,6.6,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-15385,2024-10-10 13:04:11,14367085725,3,Policy Changes,5,general,59,9.1,Update address,resolved,Customer disconnected before resolution,5.0,True
-15386,2024-10-10 13:07:08,19963534809,2,Billing & Payments,3,billing,54,6.5,General coverage question,follow_up_needed,Customer disconnected before resolution,4.0,False
-15387,2024-10-10 13:08:51,19321938900,4,New Quote,6,general,0,7.9,Update payment method,transferred,Resolved on first call,3.0,False
-15388,2024-10-10 14:00:25,16148258444,2,Billing & Payments,8,billing,22,6.5,Cancel policy,resolved,Escalated to claims adjuster,5.0,True
-15389,2024-10-10 14:05:19,14174297804,2,Billing & Payments,3,billing,166,2.2,Update address,resolved,Resolved on first call,5.0,True
-15390,2024-10-10 14:36:34,19736972230,3,Policy Changes,6,general,85,6.8,Update address,resolved,Resolved on first call,4.0,True
-15391,2024-10-10 15:04:14,12524455069,1,Claims,7,claims,96,5.7,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-15392,2024-10-10 15:11:38,15900466879,3,Policy Changes,6,general,131,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-15393,2024-10-10 15:28:03,16885660802,0,Speak to Agent,5,general,163,7.2,Ask about discounts,resolved,Transferred to supervisor,3.0,True
-15394,2024-10-10 15:31:03,13648371885,3,Policy Changes,5,general,0,5.5,Claim status inquiry,transferred,Escalated to claims adjuster,4.0,False
-15395,2024-10-10 15:35:17,14386732062,3,Policy Changes,5,general,47,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-15396,2024-10-10 15:42:49,14030956791,2,Billing & Payments,4,billing,0,3.5,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-15397,2024-10-10 15:51:01,18621798845,4,New Quote,5,general,184,2.1,Claim status inquiry,follow_up_needed,Customer disconnected before resolution,2.0,False
-15398,2024-10-10 15:55:59,19059957661,1,Claims,1,claims,204,8.4,Report accident,resolved,Transferred to supervisor,5.0,True
-15399,2024-10-10 16:28:02,19731301852,1,Claims,2,claims,205,8.1,Request proof of insurance,resolved,Resolved on first call,4.0,True
-15400,2024-10-10 16:32:14,13953360508,2,Billing & Payments,4,billing,112,5.6,Request ID cards,resolved,Customer requested manager,3.0,True
-15401,2024-10-10 16:47:35,19166463297,2,Billing & Payments,8,billing,21,7.3,Report accident,resolved,Customer disconnected before resolution,4.0,True
-15402,2024-10-10 16:49:35,17373979282,4,New Quote,5,general,24,4.2,Dispute claim denial,resolved,Customer disconnected before resolution,4.0,True
-15403,2024-10-10 16:53:41,19261755050,3,Policy Changes,6,general,189,7.1,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-15404,2024-10-10 16:57:42,12501210376,1,Claims,2,claims,0,4.7,Update payment method,follow_up_needed,Resolved on first call,2.0,False
-15405,2024-10-10 17:16:23,18823127076,4,New Quote,5,general,429,6.1,Update payment method,resolved,Payment processed successfully,3.0,True
-15406,2024-10-10 17:29:00,15900964183,3,Policy Changes,5,general,263,8.0,Reinstate lapsed policy,resolved,Escalated to claims adjuster,5.0,True
-15407,2024-10-10 17:54:22,13961017340,1,Claims,2,claims,189,9.9,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-15408,2024-10-10 18:03:20,15568297146,0,Speak to Agent,6,general,174,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-15409,2024-10-10 18:04:03,14830869114,2,Billing & Payments,8,billing,138,1.3,Payment not processed,resolved,Escalated to claims adjuster,4.0,True
-15410,2024-10-10 18:20:04,16898994164,4,New Quote,5,general,189,2.8,Request proof of insurance,follow_up_needed,Payment processed successfully,2.0,False
-15411,2024-10-10 18:30:32,18266967297,0,Speak to Agent,6,general,0,9.0,Update address,resolved,Resolved on first call,5.0,True
-15412,2024-10-11 07:02:47,14455085786,2,Billing & Payments,8,billing,85,5.2,Dispute claim denial,resolved,"Information provided, no action needed",3.0,True
-15413,2024-10-11 07:07:37,17518402380,0,Speak to Agent,5,general,258,7.9,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-15414,2024-10-11 07:29:32,14716269393,0,Speak to Agent,5,general,181,5.2,Add driver to policy,resolved,Policy updated per customer request,2.0,True
-15415,2024-10-11 08:09:16,16642703125,3,Policy Changes,5,general,67,2.4,Request ID cards,follow_up_needed,Payment processed successfully,3.0,False
-15416,2024-10-11 08:21:25,17531787317,2,Billing & Payments,3,billing,115,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-15417,2024-10-11 08:29:22,18752668419,3,Policy Changes,5,general,276,0.0,Update address,abandoned,Customer abandoned,,False
-15418,2024-10-11 08:53:21,18481133163,0,Speak to Agent,5,general,174,6.9,Reinstate lapsed policy,resolved,Resolved on first call,4.0,True
-15419,2024-10-11 09:04:26,12585945295,4,New Quote,6,general,116,5.7,Inquire about premium increase,resolved,Payment processed successfully,4.0,True
-15420,2024-10-11 09:06:41,17307509445,2,Billing & Payments,4,billing,94,6.7,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-15421,2024-10-11 09:16:46,12110700804,0,Speak to Agent,6,general,242,10.9,Request ID cards,resolved,Customer requested manager,3.0,True
-15422,2024-10-11 09:19:01,14348563427,0,Speak to Agent,6,general,95,7.6,Add driver to policy,follow_up_needed,Transferred to supervisor,3.0,False
-15423,2024-10-11 09:27:56,15918192480,4,New Quote,6,general,80,10.9,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-15424,2024-10-11 09:32:33,16161774277,1,Claims,2,claims,0,5.4,General coverage question,follow_up_needed,Transferred to supervisor,2.0,False
-15425,2024-10-11 09:47:25,18578800748,2,Billing & Payments,4,billing,116,3.0,Report accident,resolved,Payment processed successfully,2.0,True
-15426,2024-10-11 09:48:45,19617991817,4,New Quote,5,general,52,4.7,Complaint about service,follow_up_needed,Transferred to supervisor,2.0,False
-15427,2024-10-11 09:49:48,16181813853,1,Claims,2,claims,49,0.0,Change coverage level,abandoned,Customer abandoned,,False
-15428,2024-10-11 10:03:33,12914338268,0,Speak to Agent,6,general,217,10.3,Dispute claim denial,resolved,Customer disconnected before resolution,4.0,True
-15429,2024-10-11 10:09:24,15629686321,4,New Quote,5,general,160,4.1,General coverage question,transferred,"Claim filed, reference number provided",1.0,False
-15430,2024-10-11 10:14:14,18433879366,3,Policy Changes,6,general,158,10.6,Request payment plan,follow_up_needed,Escalated to claims adjuster,4.0,False
-15431,2024-10-11 10:14:22,13789712498,0,Speak to Agent,5,general,208,4.5,Ask about deductible,transferred,Policy updated per customer request,3.0,False
-15432,2024-10-11 10:20:54,14146581870,3,Policy Changes,5,general,67,6.2,Update address,follow_up_needed,Policy updated per customer request,2.0,False
-15433,2024-10-11 10:27:48,14278992418,1,Claims,1,claims,121,8.3,Reinstate lapsed policy,transferred,Customer requested manager,5.0,False
-15434,2024-10-11 10:28:24,15430822277,3,Policy Changes,5,general,20,4.4,Reinstate lapsed policy,resolved,"Information provided, no action needed",4.0,True
-15435,2024-10-11 10:37:39,15315294670,4,New Quote,6,general,194,9.2,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-15436,2024-10-11 10:44:07,16486225562,2,Billing & Payments,4,billing,82,9.6,Claim status inquiry,resolved,Customer requested manager,3.0,True
-15437,2024-10-11 10:51:44,12803489998,3,Policy Changes,6,general,42,13.3,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-15438,2024-10-11 10:52:06,13345723265,0,Speak to Agent,6,general,126,7.6,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-15439,2024-10-11 10:53:22,15647019726,4,New Quote,6,general,118,7.6,Request proof of insurance,resolved,Escalated to claims adjuster,4.0,True
-15440,2024-10-11 11:56:06,17910146674,1,Claims,2,claims,261,12.9,Payment not processed,follow_up_needed,"Claim filed, reference number provided",3.0,False
-15441,2024-10-11 12:09:17,15201736816,0,Speak to Agent,6,general,82,13.7,Ask about deductible,follow_up_needed,Payment processed successfully,4.0,False
-15442,2024-10-11 12:26:03,17926182036,0,Speak to Agent,6,general,202,5.0,Filing new auto claim,follow_up_needed,Transferred to supervisor,3.0,False
-15443,2024-10-11 12:44:09,13819569088,0,Speak to Agent,5,general,242,6.6,Cancel policy,resolved,Escalated to claims adjuster,3.0,True
-15444,2024-10-11 12:45:24,14137360741,0,Speak to Agent,6,general,89,9.2,Reinstate lapsed policy,transferred,Customer requested manager,3.0,False
-15445,2024-10-11 13:07:27,12408741061,2,Billing & Payments,3,billing,80,1.3,Update address,resolved,Payment processed successfully,4.0,True
-15446,2024-10-11 13:28:30,13636286056,1,Claims,2,claims,166,2.9,Remove vehicle from policy,resolved,Customer disconnected before resolution,5.0,True
-15447,2024-10-11 13:42:13,17834149317,2,Billing & Payments,8,billing,0,6.0,Claim status inquiry,resolved,Transferred to supervisor,3.0,True
-15448,2024-10-11 14:12:37,19877020959,2,Billing & Payments,3,billing,292,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-15449,2024-10-11 14:26:10,15406446741,1,Claims,7,claims,0,2.7,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-15450,2024-10-11 14:27:14,12954260393,3,Policy Changes,5,general,166,6.1,Report accident,resolved,Transferred to supervisor,3.0,True
-15451,2024-10-11 14:29:40,14290035446,3,Policy Changes,5,general,100,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-15452,2024-10-11 14:55:15,14909849304,0,Speak to Agent,6,general,159,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-15453,2024-10-11 14:58:43,14837772637,0,Speak to Agent,5,general,175,2.1,General coverage question,transferred,Customer requested manager,2.0,False
-15454,2024-10-11 15:00:53,13356896682,3,Policy Changes,5,general,0,4.3,Payment not processed,resolved,Escalated to claims adjuster,4.0,True
-15455,2024-10-11 15:24:33,14375632102,0,Speak to Agent,5,general,43,0.5,Reinstate lapsed policy,resolved,Escalated to claims adjuster,3.0,True
-15456,2024-10-11 15:36:30,14919118424,3,Policy Changes,6,general,25,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-15457,2024-10-11 15:39:34,15454418605,2,Billing & Payments,8,billing,334,2.9,Filing new auto claim,resolved,Customer requested manager,4.0,True
-15458,2024-10-11 15:46:53,15328496487,0,Speak to Agent,5,general,136,0.9,Filing new auto claim,transferred,"Information provided, no action needed",3.0,False
-15459,2024-10-11 15:48:23,16308558821,4,New Quote,5,general,0,4.7,Cancel policy,resolved,Transferred to supervisor,3.0,True
-15460,2024-10-11 15:52:37,19275212322,4,New Quote,6,general,152,8.1,Update payment method,follow_up_needed,Resolved on first call,1.0,False
-15461,2024-10-11 15:54:26,17170528446,2,Billing & Payments,3,billing,95,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-15462,2024-10-11 16:19:39,13391500790,0,Speak to Agent,5,general,329,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-15463,2024-10-11 16:42:02,17937249620,0,Speak to Agent,6,general,99,7.8,Add driver to policy,resolved,Callback scheduled for tomorrow,4.0,True
-15464,2024-10-11 16:43:52,16050350862,4,New Quote,6,general,150,4.3,Filing new auto claim,transferred,"Claim filed, reference number provided",3.0,False
-15465,2024-10-11 16:55:22,17999322726,1,Claims,7,claims,17,5.7,Ask about discounts,transferred,Callback scheduled for tomorrow,4.0,False
-15466,2024-10-11 16:58:40,14475786662,0,Speak to Agent,6,general,181,7.7,Payment not processed,transferred,Transferred to supervisor,2.0,False
-15467,2024-10-11 17:12:31,12286661725,3,Policy Changes,6,general,53,10.2,Update address,follow_up_needed,Payment processed successfully,2.0,False
-15468,2024-10-11 17:17:46,17170722733,2,Billing & Payments,3,billing,220,7.1,Inquire about premium increase,transferred,"Claim filed, reference number provided",4.0,False
-15469,2024-10-11 17:41:45,17592570762,2,Billing & Payments,3,billing,213,6.6,Ask about deductible,resolved,Customer requested manager,4.0,True
-15470,2024-10-11 18:29:40,13361235004,0,Speak to Agent,6,general,0,8.5,Report accident,follow_up_needed,Transferred to supervisor,4.0,False
-15471,2024-10-11 18:40:53,12684235903,3,Policy Changes,6,general,267,9.4,Claim status inquiry,resolved,Callback scheduled for tomorrow,3.0,True
-15472,2024-10-11 18:53:29,14614973684,3,Policy Changes,6,general,116,8.2,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-15473,2024-10-12 09:02:49,12014014286,4,New Quote,5,general,79,8.9,Report accident,follow_up_needed,Payment processed successfully,4.0,False
-15474,2024-10-12 09:12:28,12535539896,1,Claims,2,claims,60,7.4,Claim status inquiry,resolved,Customer requested manager,3.0,True
-15475,2024-10-12 09:22:30,19246821605,3,Policy Changes,6,general,209,8.2,Reinstate lapsed policy,resolved,"Information provided, no action needed",3.0,True
-15476,2024-10-12 09:28:21,13014406133,2,Billing & Payments,4,billing,159,2.2,Reinstate lapsed policy,resolved,Transferred to supervisor,3.0,True
-15477,2024-10-12 09:58:46,17376842181,0,Speak to Agent,6,general,96,8.3,Report accident,resolved,Customer disconnected before resolution,4.0,True
-15478,2024-10-12 10:04:08,14007255835,2,Billing & Payments,8,billing,3,2.3,Update payment method,resolved,Escalated to claims adjuster,4.0,True
-15479,2024-10-12 10:05:06,19353744056,1,Claims,2,claims,14,6.8,Change coverage level,resolved,Resolved on first call,4.0,True
-15480,2024-10-12 10:06:19,16529834984,3,Policy Changes,5,general,116,2.2,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-15481,2024-10-12 10:26:39,16875908346,3,Policy Changes,5,general,258,6.3,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-15482,2024-10-12 10:32:27,14264298695,1,Claims,2,claims,42,13.9,Reinstate lapsed policy,resolved,Customer disconnected before resolution,3.0,True
-15483,2024-10-12 10:32:34,17659023820,1,Claims,2,claims,106,6.8,Claim status inquiry,resolved,"Claim filed, reference number provided",5.0,True
-15484,2024-10-12 10:37:16,17193313975,1,Claims,2,claims,205,7.8,Cancel policy,resolved,Customer disconnected before resolution,5.0,True
-15485,2024-10-12 10:38:40,19069525881,4,New Quote,5,general,72,5.2,Request proof of insurance,resolved,Policy updated per customer request,3.0,True
-15486,2024-10-12 10:40:06,19587474092,2,Billing & Payments,8,billing,276,6.3,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-15487,2024-10-12 10:47:29,14397896116,1,Claims,7,claims,0,7.5,Reinstate lapsed policy,resolved,Policy updated per customer request,4.0,True
-15488,2024-10-12 10:52:20,19610817032,0,Speak to Agent,5,general,96,5.4,Cancel policy,resolved,Transferred to supervisor,4.0,True
-15489,2024-10-12 11:03:26,13626326145,2,Billing & Payments,8,billing,152,3.0,Remove vehicle from policy,resolved,"Information provided, no action needed",5.0,True
-15490,2024-10-12 11:24:20,13178243649,2,Billing & Payments,4,billing,149,3.4,Report accident,follow_up_needed,Payment processed successfully,3.0,False
-15491,2024-10-12 11:30:53,14304673797,2,Billing & Payments,8,billing,245,2.7,Cancel policy,resolved,Escalated to claims adjuster,3.0,True
-15492,2024-10-12 11:37:54,15650294946,3,Policy Changes,6,general,117,9.8,Inquire about premium increase,resolved,Transferred to supervisor,3.0,True
-15493,2024-10-12 11:40:26,17288587015,4,New Quote,6,general,0,13.8,Payment not processed,resolved,Callback scheduled for tomorrow,5.0,True
-15494,2024-10-12 11:41:59,14136027630,0,Speak to Agent,5,general,195,4.7,Inquire about premium increase,transferred,Payment processed successfully,2.0,False
-15495,2024-10-12 11:42:53,19300536625,1,Claims,7,claims,150,5.7,Ask about discounts,transferred,"Information provided, no action needed",4.0,False
-15496,2024-10-12 11:54:31,19004199206,3,Policy Changes,5,general,30,5.5,Inquire about premium increase,transferred,Transferred to supervisor,4.0,False
-15497,2024-10-12 11:56:24,14602991710,2,Billing & Payments,4,billing,0,10.1,Remove vehicle from policy,transferred,Resolved on first call,2.0,False
-15498,2024-10-12 12:02:33,17095839259,0,Speak to Agent,5,general,39,4.8,Payment not processed,resolved,Policy updated per customer request,3.0,True
-15499,2024-10-12 12:11:36,13289550285,0,Speak to Agent,6,general,218,11.7,Change coverage level,resolved,Transferred to supervisor,4.0,True
-15500,2024-10-12 12:14:49,14925645699,2,Billing & Payments,8,billing,162,7.9,Filing new auto claim,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-15501,2024-10-12 12:16:46,17376274152,1,Claims,2,claims,22,7.8,Request proof of insurance,resolved,"Information provided, no action needed",5.0,True
-15502,2024-10-12 12:17:10,14345317652,3,Policy Changes,5,general,123,1.6,Complaint about service,resolved,Resolved on first call,4.0,True
-15503,2024-10-12 12:25:48,15838556848,2,Billing & Payments,4,billing,211,2.9,Dispute claim denial,resolved,Policy updated per customer request,5.0,True
-15504,2024-10-12 12:56:35,18406457803,1,Claims,2,claims,187,0.0,Complaint about service,abandoned,Customer abandoned,,False
-15505,2024-10-14 07:12:00,13515784113,3,Policy Changes,6,general,0,9.7,Request ID cards,resolved,Resolved on first call,3.0,True
-15506,2024-10-14 07:21:01,19612353187,0,Speak to Agent,6,general,165,7.1,Update payment method,follow_up_needed,Policy updated per customer request,3.0,False
-15507,2024-10-14 07:43:45,13557371791,1,Claims,2,claims,11,8.2,Ask about deductible,follow_up_needed,Escalated to claims adjuster,4.0,False
-15508,2024-10-14 07:50:35,13447221847,1,Claims,7,claims,230,5.0,Report accident,resolved,Escalated to claims adjuster,4.0,True
-15509,2024-10-14 07:53:46,16535678239,3,Policy Changes,6,general,0,8.3,Request payment plan,follow_up_needed,Policy updated per customer request,4.0,False
-15510,2024-10-14 07:55:29,14372180792,2,Billing & Payments,8,billing,99,4.3,Payment not processed,follow_up_needed,"Claim filed, reference number provided",2.0,False
-15511,2024-10-14 08:18:19,17835978178,2,Billing & Payments,4,billing,95,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-15512,2024-10-14 08:23:46,15632580028,4,New Quote,5,general,14,9.3,Report accident,follow_up_needed,Payment processed successfully,3.0,False
-15513,2024-10-14 08:31:01,19259227465,0,Speak to Agent,5,general,0,5.6,Update address,resolved,Payment processed successfully,2.0,True
-15514,2024-10-14 08:35:34,16923671230,4,New Quote,6,general,346,4.1,Reinstate lapsed policy,follow_up_needed,Resolved on first call,3.0,False
-15515,2024-10-14 09:22:35,18064289689,0,Speak to Agent,5,general,154,5.3,Change coverage level,resolved,"Claim filed, reference number provided",3.0,True
-15516,2024-10-14 09:34:27,19190835545,4,New Quote,5,general,0,3.5,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-15517,2024-10-14 09:39:23,14100773926,4,New Quote,5,general,159,5.2,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-15518,2024-10-14 09:42:13,15065029217,1,Claims,2,claims,96,7.9,Request proof of insurance,resolved,Customer disconnected before resolution,2.0,True
-15519,2024-10-14 09:53:01,15505374126,0,Speak to Agent,5,general,206,8.9,Dispute claim denial,resolved,Transferred to supervisor,3.0,True
-15520,2024-10-14 09:54:06,14790779406,2,Billing & Payments,8,billing,115,2.0,Update address,resolved,Callback scheduled for tomorrow,4.0,True
-15521,2024-10-14 10:03:02,12235196889,3,Policy Changes,5,general,142,1.8,Dispute claim denial,follow_up_needed,Payment processed successfully,3.0,False
-15522,2024-10-14 10:13:36,18401404282,4,New Quote,6,general,179,8.7,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-15523,2024-10-14 10:14:01,13169496663,3,Policy Changes,5,general,32,3.1,Complaint about service,transferred,Escalated to claims adjuster,4.0,False
-15524,2024-10-14 10:29:45,15989619785,1,Claims,1,claims,214,7.7,Ask about deductible,resolved,Policy updated per customer request,3.0,True
-15525,2024-10-14 10:29:53,16544984046,2,Billing & Payments,3,billing,82,0.5,Payment not processed,resolved,Callback scheduled for tomorrow,5.0,True
-15526,2024-10-14 10:33:00,17931460813,4,New Quote,6,general,202,1.9,Update address,resolved,Escalated to claims adjuster,4.0,True
-15527,2024-10-14 10:44:10,14697376369,1,Claims,7,claims,119,9.4,Ask about deductible,follow_up_needed,Transferred to supervisor,4.0,False
-15528,2024-10-14 10:45:03,18441800012,2,Billing & Payments,4,billing,11,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-15529,2024-10-14 10:46:00,13491060819,4,New Quote,6,general,168,2.6,Add driver to policy,resolved,Payment processed successfully,5.0,True
-15530,2024-10-14 10:50:02,13523542387,0,Speak to Agent,6,general,106,13.6,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-15531,2024-10-14 10:50:22,15475770636,3,Policy Changes,5,general,115,5.1,Payment not processed,resolved,Transferred to supervisor,3.0,True
-15532,2024-10-14 10:52:53,12265144262,4,New Quote,5,general,83,9.2,Report accident,resolved,"Information provided, no action needed",2.0,True
-15533,2024-10-14 11:03:47,12340968878,3,Policy Changes,5,general,181,7.6,Report accident,follow_up_needed,"Claim filed, reference number provided",5.0,False
-15534,2024-10-14 11:08:52,18153581208,0,Speak to Agent,5,general,113,5.7,Ask about discounts,resolved,Customer requested manager,3.0,True
-15535,2024-10-14 11:22:55,18232955531,0,Speak to Agent,5,general,64,5.8,Add driver to policy,resolved,Callback scheduled for tomorrow,5.0,True
-15536,2024-10-14 11:31:26,18872863952,3,Policy Changes,6,general,83,9.7,Request payment plan,resolved,"Information provided, no action needed",5.0,True
-15537,2024-10-14 11:36:59,12511973315,0,Speak to Agent,5,general,125,3.5,Cancel policy,transferred,Policy updated per customer request,2.0,False
-15538,2024-10-14 11:52:09,17548611316,1,Claims,1,claims,0,11.5,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-15539,2024-10-14 12:02:28,13763719472,1,Claims,7,claims,171,4.7,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-15540,2024-10-14 12:23:14,17112099935,3,Policy Changes,6,general,64,7.1,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-15541,2024-10-14 12:30:50,17787033803,0,Speak to Agent,5,general,314,4.6,Update address,transferred,Policy updated per customer request,1.0,False
-15542,2024-10-14 12:39:21,15800904133,2,Billing & Payments,4,billing,211,4.8,Dispute claim denial,resolved,Customer disconnected before resolution,5.0,True
-15543,2024-10-14 12:41:18,16466705953,2,Billing & Payments,4,billing,9,10.6,Request proof of insurance,follow_up_needed,Escalated to claims adjuster,3.0,False
-15544,2024-10-14 13:00:39,16925941714,3,Policy Changes,5,general,399,6.7,Add driver to policy,resolved,Transferred to supervisor,5.0,True
-15545,2024-10-14 13:02:45,12528928369,3,Policy Changes,5,general,410,9.1,Request proof of insurance,follow_up_needed,Transferred to supervisor,2.0,False
-15546,2024-10-14 13:03:16,16754181553,4,New Quote,5,general,84,0.5,Update address,follow_up_needed,Transferred to supervisor,3.0,False
-15547,2024-10-14 13:09:36,17979994173,1,Claims,2,claims,161,5.6,Inquire about premium increase,follow_up_needed,Escalated to claims adjuster,1.0,False
-15548,2024-10-14 13:21:05,15569583818,1,Claims,7,claims,186,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-15549,2024-10-14 13:38:02,13925779334,1,Claims,7,claims,15,3.9,Inquire about premium increase,resolved,"Information provided, no action needed",5.0,True
-15550,2024-10-14 14:18:01,18907929069,0,Speak to Agent,6,general,215,10.1,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-15551,2024-10-14 14:46:24,14168939421,0,Speak to Agent,5,general,59,6.2,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-15552,2024-10-14 14:54:45,12517481408,1,Claims,7,claims,384,0.0,Report accident,abandoned,Customer abandoned,,False
-15553,2024-10-14 15:04:37,18260860776,2,Billing & Payments,3,billing,173,5.8,Request ID cards,resolved,Customer requested manager,4.0,True
-15554,2024-10-14 15:18:56,13652206967,0,Speak to Agent,5,general,193,7.1,Cancel policy,follow_up_needed,Customer requested manager,2.0,False
-15555,2024-10-14 15:22:48,17544239442,1,Claims,7,claims,107,7.7,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-15556,2024-10-14 15:38:01,17006604466,1,Claims,7,claims,0,6.7,Change coverage level,transferred,Transferred to supervisor,3.0,False
-15557,2024-10-14 16:01:08,19073071502,2,Billing & Payments,8,billing,126,7.1,Inquire about premium increase,follow_up_needed,Resolved on first call,4.0,False
-15558,2024-10-14 16:12:01,12263520953,2,Billing & Payments,3,billing,113,3.8,Dispute claim denial,resolved,Policy updated per customer request,5.0,True
-15559,2024-10-14 16:19:13,13518618359,0,Speak to Agent,5,general,70,6.8,Complaint about service,follow_up_needed,Policy updated per customer request,5.0,False
-15560,2024-10-14 16:25:28,13646589386,0,Speak to Agent,6,general,139,11.5,Request ID cards,resolved,"Claim filed, reference number provided",5.0,True
-15561,2024-10-14 16:39:31,19676770095,3,Policy Changes,5,general,85,0.5,General coverage question,follow_up_needed,"Claim filed, reference number provided",4.0,False
-15562,2024-10-14 16:50:53,16806612967,3,Policy Changes,5,general,117,4.7,Update payment method,resolved,Escalated to claims adjuster,5.0,True
-15563,2024-10-14 16:52:43,14961619532,4,New Quote,5,general,0,7.3,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-15564,2024-10-14 17:07:50,12303430909,0,Speak to Agent,6,general,210,11.4,Cancel policy,transferred,"Information provided, no action needed",3.0,False
-15565,2024-10-14 17:19:58,12674701598,1,Claims,7,claims,290,0.5,Request proof of insurance,resolved,Customer disconnected before resolution,3.0,True
-15566,2024-10-14 17:20:52,12543837066,1,Claims,2,claims,53,8.8,Cancel policy,resolved,Payment processed successfully,3.0,True
-15567,2024-10-14 17:25:27,19355350312,4,New Quote,5,general,154,1.0,Ask about discounts,follow_up_needed,Escalated to claims adjuster,3.0,False
-15568,2024-10-14 17:41:26,16026381168,0,Speak to Agent,5,general,76,2.6,General coverage question,resolved,"Claim filed, reference number provided",5.0,True
-15569,2024-10-14 17:51:43,17163830379,0,Speak to Agent,6,general,233,6.9,Request payment plan,resolved,Transferred to supervisor,3.0,True
-15570,2024-10-14 18:20:35,15200439726,1,Claims,7,claims,88,3.4,Claim status inquiry,follow_up_needed,"Claim filed, reference number provided",3.0,False
-15571,2024-10-14 18:31:27,19852467180,0,Speak to Agent,5,general,74,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-15572,2024-10-14 18:33:40,14163763466,4,New Quote,6,general,27,8.6,Payment not processed,resolved,Customer disconnected before resolution,5.0,True
-15573,2024-10-14 18:38:42,12994123686,0,Speak to Agent,6,general,242,6.3,Request proof of insurance,transferred,Callback scheduled for tomorrow,1.0,False
-15574,2024-10-14 18:42:12,16049665525,2,Billing & Payments,8,billing,37,7.7,Request payment plan,follow_up_needed,Customer disconnected before resolution,5.0,False
-15575,2024-10-14 18:50:36,18042969764,1,Claims,7,claims,56,5.4,Inquire about premium increase,follow_up_needed,Resolved on first call,2.0,False
-15576,2024-10-14 18:50:39,16916718097,0,Speak to Agent,6,general,231,9.2,Add driver to policy,resolved,Customer disconnected before resolution,3.0,True
-15577,2024-10-15 07:08:59,17961005751,3,Policy Changes,5,general,162,2.0,Complaint about service,transferred,Escalated to claims adjuster,5.0,False
-15578,2024-10-15 07:16:04,13958159360,4,New Quote,5,general,62,10.3,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-15579,2024-10-15 07:16:55,17311837888,4,New Quote,6,general,22,7.7,Add driver to policy,resolved,Payment processed successfully,4.0,True
-15580,2024-10-15 07:38:41,16657724676,4,New Quote,6,general,227,6.7,Ask about deductible,resolved,"Information provided, no action needed",3.0,True
-15581,2024-10-15 07:55:10,16508879602,0,Speak to Agent,5,general,31,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-15582,2024-10-15 07:56:12,16035687740,3,Policy Changes,5,general,190,8.9,Complaint about service,resolved,Resolved on first call,3.0,True
-15583,2024-10-15 07:57:38,17133848878,2,Billing & Payments,4,billing,13,7.2,Request ID cards,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-15584,2024-10-15 08:01:39,13989398740,1,Claims,7,claims,186,0.0,Complaint about service,abandoned,Customer abandoned,,False
-15585,2024-10-15 08:16:55,12253452051,1,Claims,2,claims,0,5.8,Update payment method,resolved,Payment processed successfully,3.0,True
-15586,2024-10-15 08:31:57,12966642154,4,New Quote,5,general,163,4.8,Ask about discounts,transferred,Payment processed successfully,3.0,False
-15587,2024-10-15 08:37:41,17819217317,0,Speak to Agent,5,general,191,5.4,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-15588,2024-10-15 09:07:55,18127619351,1,Claims,7,claims,68,5.4,General coverage question,resolved,Escalated to claims adjuster,3.0,True
-15589,2024-10-15 09:14:50,12844895555,4,New Quote,5,general,93,7.6,Request ID cards,resolved,Resolved on first call,4.0,True
-15590,2024-10-15 09:21:51,16410958255,2,Billing & Payments,8,billing,98,4.7,Dispute claim denial,follow_up_needed,Transferred to supervisor,4.0,False
-15591,2024-10-15 09:27:50,12747128623,3,Policy Changes,5,general,75,3.9,Payment not processed,resolved,Payment processed successfully,3.0,True
-15592,2024-10-15 09:42:51,19193088301,0,Speak to Agent,5,general,159,5.9,Ask about discounts,follow_up_needed,Resolved on first call,4.0,False
-15593,2024-10-15 09:43:13,16054846554,4,New Quote,6,general,180,10.0,Ask about discounts,follow_up_needed,Customer disconnected before resolution,3.0,False
-15594,2024-10-15 09:54:29,13793371569,4,New Quote,5,general,161,5.1,Complaint about service,resolved,Escalated to claims adjuster,5.0,True
-15595,2024-10-15 10:09:26,12057517050,2,Billing & Payments,3,billing,128,1.7,Request proof of insurance,resolved,Resolved on first call,4.0,True
-15596,2024-10-15 10:19:06,14295136269,3,Policy Changes,5,general,260,0.8,Complaint about service,transferred,Payment processed successfully,2.0,False
-15597,2024-10-15 10:43:48,18074494457,4,New Quote,6,general,0,5.5,Ask about discounts,transferred,Escalated to claims adjuster,3.0,False
-15598,2024-10-15 10:51:37,14730655650,0,Speak to Agent,5,general,328,0.0,Complaint about service,abandoned,Customer abandoned,,False
-15599,2024-10-15 10:53:46,12153844451,4,New Quote,5,general,108,5.8,Ask about discounts,follow_up_needed,Payment processed successfully,3.0,False
-15600,2024-10-15 10:58:13,12943381095,4,New Quote,5,general,54,4.9,Reinstate lapsed policy,transferred,"Information provided, no action needed",2.0,False
-15601,2024-10-15 10:59:59,17984489475,1,Claims,1,claims,128,6.0,Change coverage level,resolved,"Information provided, no action needed",5.0,True
-15602,2024-10-15 11:04:58,16164968161,1,Claims,7,claims,90,3.1,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-15603,2024-10-15 11:07:01,16200702015,0,Speak to Agent,5,general,155,8.4,Request payment plan,resolved,Customer requested manager,4.0,True
-15604,2024-10-15 11:15:52,14879919890,0,Speak to Agent,6,general,120,10.0,Report accident,resolved,Resolved on first call,4.0,True
-15605,2024-10-15 11:22:27,16155203120,0,Speak to Agent,5,general,153,0.5,Ask about deductible,resolved,Resolved on first call,3.0,True
-15606,2024-10-15 11:55:49,19298519284,4,New Quote,6,general,124,7.8,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-15607,2024-10-15 12:41:29,16756345033,1,Claims,1,claims,63,8.1,Reinstate lapsed policy,transferred,Escalated to claims adjuster,3.0,False
-15608,2024-10-15 12:47:10,13529444950,2,Billing & Payments,3,billing,0,2.3,Request ID cards,transferred,"Information provided, no action needed",4.0,False
-15609,2024-10-15 12:51:28,15322635944,4,New Quote,5,general,115,5.5,Cancel policy,resolved,Escalated to claims adjuster,2.0,True
-15610,2024-10-15 13:18:21,12824533265,3,Policy Changes,5,general,341,7.5,Request ID cards,resolved,"Information provided, no action needed",3.0,True
-15611,2024-10-15 13:31:54,17149524455,2,Billing & Payments,4,billing,121,5.8,Ask about deductible,follow_up_needed,Customer disconnected before resolution,2.0,False
-15612,2024-10-15 13:52:43,19316324519,0,Speak to Agent,6,general,121,9.4,Update address,transferred,Resolved on first call,3.0,False
-15613,2024-10-15 14:01:04,17385157555,2,Billing & Payments,8,billing,95,0.5,Claim status inquiry,follow_up_needed,Transferred to supervisor,4.0,False
-15614,2024-10-15 14:09:41,16564251316,2,Billing & Payments,8,billing,237,6.9,Complaint about service,follow_up_needed,Customer disconnected before resolution,2.0,False
-15615,2024-10-15 14:29:02,12391964327,4,New Quote,5,general,96,2.5,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-15616,2024-10-15 14:39:03,13138090908,2,Billing & Payments,4,billing,196,11.0,Add driver to policy,resolved,Customer requested manager,4.0,True
-15617,2024-10-15 14:51:33,15624706467,3,Policy Changes,5,general,9,11.9,Complaint about service,resolved,Resolved on first call,2.0,True
-15618,2024-10-15 14:59:58,19535406518,4,New Quote,6,general,182,8.1,General coverage question,transferred,Customer disconnected before resolution,2.0,False
-15619,2024-10-15 15:02:04,14970424520,1,Claims,2,claims,0,7.1,Ask about discounts,follow_up_needed,"Information provided, no action needed",2.0,False
-15620,2024-10-15 15:04:01,13594875554,1,Claims,2,claims,31,9.2,Report accident,transferred,Policy updated per customer request,3.0,False
-15621,2024-10-15 15:11:27,18759484507,4,New Quote,5,general,45,4.2,Add driver to policy,resolved,Transferred to supervisor,5.0,True
-15622,2024-10-15 15:12:38,17415805384,1,Claims,1,claims,0,8.7,Change coverage level,resolved,Payment processed successfully,3.0,True
-15623,2024-10-15 15:35:01,15262843830,0,Speak to Agent,5,general,301,4.0,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-15624,2024-10-15 15:38:12,16372441525,1,Claims,1,claims,68,3.1,Reinstate lapsed policy,resolved,Escalated to claims adjuster,2.0,True
-15625,2024-10-15 15:40:53,15053218505,1,Claims,7,claims,9,2.0,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-15626,2024-10-15 15:43:26,13218955434,4,New Quote,6,general,0,7.7,Ask about discounts,follow_up_needed,Customer requested manager,3.0,False
-15627,2024-10-15 15:57:13,18292523893,4,New Quote,5,general,140,8.1,Request payment plan,resolved,Customer disconnected before resolution,2.0,True
-15628,2024-10-15 16:04:09,14795791349,3,Policy Changes,5,general,127,3.0,Filing new auto claim,resolved,Callback scheduled for tomorrow,3.0,True
-15629,2024-10-15 16:15:13,19910077844,2,Billing & Payments,3,billing,258,6.1,Complaint about service,resolved,"Information provided, no action needed",4.0,True
-15630,2024-10-15 16:17:51,13085429421,3,Policy Changes,5,general,199,4.7,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,2.0,False
-15631,2024-10-15 16:22:17,12377983260,1,Claims,1,claims,0,3.8,Update payment method,resolved,Callback scheduled for tomorrow,5.0,True
-15632,2024-10-15 16:27:14,16767171553,0,Speak to Agent,5,general,116,7.6,Request ID cards,follow_up_needed,Payment processed successfully,4.0,False
-15633,2024-10-15 16:29:47,18656791015,2,Billing & Payments,4,billing,0,6.4,Claim status inquiry,resolved,Resolved on first call,3.0,True
-15634,2024-10-15 16:40:17,12513343867,2,Billing & Payments,3,billing,125,6.1,Claim status inquiry,resolved,Policy updated per customer request,3.0,True
-15635,2024-10-15 17:03:40,16646563568,4,New Quote,6,general,284,10.8,Remove vehicle from policy,transferred,Payment processed successfully,4.0,False
-15636,2024-10-15 17:04:34,12657095442,4,New Quote,6,general,133,0.0,Complaint about service,abandoned,Customer abandoned,,False
-15637,2024-10-15 17:09:07,15784722489,3,Policy Changes,5,general,0,1.3,Ask about discounts,transferred,Customer disconnected before resolution,3.0,False
-15638,2024-10-15 17:14:38,16861626654,2,Billing & Payments,3,billing,149,6.0,General coverage question,transferred,Transferred to supervisor,2.0,False
-15639,2024-10-15 17:41:52,19662243074,1,Claims,7,claims,62,3.8,Ask about deductible,resolved,Callback scheduled for tomorrow,5.0,True
-15640,2024-10-15 18:01:19,14800866729,3,Policy Changes,6,general,160,8.3,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-15641,2024-10-15 18:14:17,17386243221,4,New Quote,6,general,155,8.5,Ask about deductible,follow_up_needed,Customer requested manager,2.0,False
-15642,2024-10-15 18:21:10,13511885234,4,New Quote,5,general,182,6.5,Add driver to policy,resolved,Transferred to supervisor,3.0,True
-15643,2024-10-15 18:32:01,12302811591,0,Speak to Agent,6,general,42,7.5,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-15644,2024-10-15 18:33:02,18668245903,1,Claims,2,claims,153,4.6,Report accident,resolved,Policy updated per customer request,3.0,True
-15645,2024-10-15 18:40:28,15515808829,4,New Quote,6,general,320,5.1,Inquire about premium increase,resolved,Resolved on first call,4.0,True
-15646,2024-10-15 18:41:15,12021563564,3,Policy Changes,6,general,117,6.0,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-15647,2024-10-16 07:06:13,19797537112,1,Claims,7,claims,283,7.9,Report accident,resolved,Transferred to supervisor,4.0,True
-15648,2024-10-16 07:06:26,13174401244,0,Speak to Agent,6,general,143,5.5,Change coverage level,follow_up_needed,Customer disconnected before resolution,4.0,False
-15649,2024-10-16 07:13:59,15336842406,2,Billing & Payments,8,billing,155,8.7,Inquire about premium increase,transferred,"Claim filed, reference number provided",3.0,False
-15650,2024-10-16 07:45:00,18219141849,0,Speak to Agent,5,general,0,1.1,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-15651,2024-10-16 08:00:37,12468731769,2,Billing & Payments,8,billing,136,4.0,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",4.0,False
-15652,2024-10-16 08:14:35,12809322051,1,Claims,1,claims,306,0.0,Update address,abandoned,Customer abandoned,,False
-15653,2024-10-16 08:25:16,14801432143,2,Billing & Payments,4,billing,208,10.9,Inquire about premium increase,resolved,Resolved on first call,4.0,True
-15654,2024-10-16 08:25:25,15614723322,0,Speak to Agent,5,general,55,2.1,Payment not processed,resolved,"Information provided, no action needed",5.0,True
-15655,2024-10-16 08:48:41,15776666911,4,New Quote,6,general,244,5.8,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-15656,2024-10-16 09:00:54,15794352926,0,Speak to Agent,5,general,128,8.0,Dispute claim denial,resolved,Payment processed successfully,3.0,True
-15657,2024-10-16 09:05:14,15634488269,3,Policy Changes,5,general,192,4.4,Update payment method,transferred,Customer disconnected before resolution,3.0,False
-15658,2024-10-16 09:22:34,15862615806,0,Speak to Agent,5,general,193,5.4,Request payment plan,resolved,Transferred to supervisor,4.0,True
-15659,2024-10-16 09:30:04,17225965417,2,Billing & Payments,8,billing,101,5.6,Remove vehicle from policy,resolved,"Information provided, no action needed",4.0,True
-15660,2024-10-16 09:33:41,13934107606,0,Speak to Agent,6,general,31,10.4,Report accident,resolved,Customer disconnected before resolution,1.0,True
-15661,2024-10-16 09:42:14,12362527625,0,Speak to Agent,5,general,102,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-15662,2024-10-16 09:58:13,17356060114,2,Billing & Payments,4,billing,110,6.4,Payment not processed,resolved,Payment processed successfully,4.0,True
-15663,2024-10-16 10:09:17,16497820436,3,Policy Changes,6,general,166,4.8,Update payment method,resolved,Escalated to claims adjuster,3.0,True
-15664,2024-10-16 10:09:58,14508135619,3,Policy Changes,6,general,90,9.0,Reinstate lapsed policy,resolved,Transferred to supervisor,3.0,True
-15665,2024-10-16 10:29:35,16858763917,3,Policy Changes,6,general,68,10.8,Payment not processed,follow_up_needed,Customer disconnected before resolution,3.0,False
-15666,2024-10-16 10:46:21,18956198175,4,New Quote,6,general,109,10.2,Filing new auto claim,transferred,Customer requested manager,2.0,False
-15667,2024-10-16 10:49:23,14050153947,0,Speak to Agent,6,general,219,8.5,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-15668,2024-10-16 11:13:18,13590052704,3,Policy Changes,6,general,153,8.8,Request payment plan,transferred,Escalated to claims adjuster,3.0,False
-15669,2024-10-16 11:13:26,16307863943,1,Claims,1,claims,142,4.1,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-15670,2024-10-16 11:16:56,17730318358,0,Speak to Agent,6,general,30,11.1,Request proof of insurance,resolved,Payment processed successfully,3.0,True
-15671,2024-10-16 11:23:24,17350898856,0,Speak to Agent,5,general,25,9.4,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-15672,2024-10-16 11:27:38,16382697716,0,Speak to Agent,5,general,129,6.4,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",3.0,False
-15673,2024-10-16 11:40:22,14545776570,1,Claims,7,claims,156,11.7,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-15674,2024-10-16 11:41:20,13778352869,0,Speak to Agent,5,general,71,5.8,Request proof of insurance,resolved,Policy updated per customer request,4.0,True
-15675,2024-10-16 11:59:50,12309759788,0,Speak to Agent,6,general,126,10.8,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,2.0,True
-15676,2024-10-16 12:11:05,19274751288,4,New Quote,6,general,220,5.9,Dispute claim denial,resolved,Callback scheduled for tomorrow,4.0,True
-15677,2024-10-16 12:25:42,14682333772,0,Speak to Agent,6,general,263,10.0,Update payment method,resolved,Transferred to supervisor,3.0,True
-15678,2024-10-16 12:30:21,13276153711,0,Speak to Agent,6,general,133,6.4,Filing new auto claim,resolved,Escalated to claims adjuster,5.0,True
-15679,2024-10-16 12:51:18,14362103803,4,New Quote,5,general,145,4.7,Add driver to policy,resolved,Customer disconnected before resolution,3.0,True
-15680,2024-10-16 12:52:22,16123258485,2,Billing & Payments,4,billing,123,6.9,Claim status inquiry,transferred,Policy updated per customer request,3.0,False
-15681,2024-10-16 14:05:03,14575700076,0,Speak to Agent,6,general,177,9.8,Dispute claim denial,resolved,Transferred to supervisor,5.0,True
-15682,2024-10-16 14:24:46,14377864799,2,Billing & Payments,8,billing,285,3.5,Request ID cards,follow_up_needed,Customer requested manager,4.0,False
-15683,2024-10-16 14:41:59,19700027630,4,New Quote,5,general,0,0.0,Report accident,abandoned,Customer abandoned,,False
-15684,2024-10-16 14:52:22,17853156638,2,Billing & Payments,8,billing,135,1.2,Ask about discounts,follow_up_needed,Escalated to claims adjuster,3.0,False
-15685,2024-10-16 14:56:32,16966232094,1,Claims,7,claims,194,7.7,Complaint about service,transferred,Resolved on first call,3.0,False
-15686,2024-10-16 14:58:06,13353416954,1,Claims,1,claims,196,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-15687,2024-10-16 14:58:26,18567154153,0,Speak to Agent,6,general,200,13.3,Payment not processed,follow_up_needed,Customer requested manager,4.0,False
-15688,2024-10-16 14:58:45,18079068492,2,Billing & Payments,3,billing,104,8.0,Report accident,follow_up_needed,"Claim filed, reference number provided",2.0,False
-15689,2024-10-16 15:04:09,19061042354,2,Billing & Payments,8,billing,108,0.5,Report accident,resolved,Payment processed successfully,4.0,True
-15690,2024-10-16 15:08:17,12028592605,3,Policy Changes,6,general,76,10.6,Payment not processed,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-15691,2024-10-16 15:12:33,19499500038,4,New Quote,5,general,56,10.2,Dispute claim denial,transferred,"Claim filed, reference number provided",4.0,False
-15692,2024-10-16 15:32:13,18138971005,4,New Quote,5,general,89,3.8,Change coverage level,resolved,Callback scheduled for tomorrow,3.0,True
-15693,2024-10-16 15:34:56,17430626959,4,New Quote,6,general,48,7.3,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-15694,2024-10-16 15:37:09,14607120297,2,Billing & Payments,4,billing,253,5.4,Claim status inquiry,resolved,Resolved on first call,5.0,True
-15695,2024-10-16 15:38:54,15776916554,2,Billing & Payments,8,billing,78,6.8,Payment not processed,resolved,Resolved on first call,3.0,True
-15696,2024-10-16 15:42:50,19867327725,2,Billing & Payments,3,billing,293,4.8,Update payment method,follow_up_needed,"Claim filed, reference number provided",3.0,False
-15697,2024-10-16 15:46:05,15157172913,4,New Quote,5,general,115,5.0,Request payment plan,resolved,Resolved on first call,3.0,True
-15698,2024-10-16 15:52:20,15319476342,4,New Quote,6,general,57,6.1,Reinstate lapsed policy,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-15699,2024-10-16 15:57:18,18521664700,0,Speak to Agent,5,general,195,5.6,Request ID cards,resolved,Policy updated per customer request,4.0,True
-15700,2024-10-16 15:57:38,12097066222,4,New Quote,6,general,28,4.7,Claim status inquiry,follow_up_needed,Payment processed successfully,4.0,False
-15701,2024-10-16 16:11:21,15971396558,0,Speak to Agent,5,general,0,4.5,Request ID cards,resolved,"Claim filed, reference number provided",5.0,True
-15702,2024-10-16 16:19:30,19856636296,4,New Quote,5,general,134,4.8,Report accident,follow_up_needed,Policy updated per customer request,3.0,False
-15703,2024-10-16 16:21:28,16114223338,1,Claims,1,claims,224,7.2,Change coverage level,resolved,Transferred to supervisor,5.0,True
-15704,2024-10-16 16:29:29,19101189977,2,Billing & Payments,8,billing,24,3.3,Update payment method,transferred,Callback scheduled for tomorrow,4.0,False
-15705,2024-10-16 16:30:19,17301160406,0,Speak to Agent,6,general,28,2.2,Inquire about premium increase,resolved,"Claim filed, reference number provided",5.0,True
-15706,2024-10-16 16:38:49,12140054203,2,Billing & Payments,4,billing,49,7.4,Inquire about premium increase,resolved,Resolved on first call,2.0,True
-15707,2024-10-16 16:47:31,19360488569,1,Claims,2,claims,207,8.3,Reinstate lapsed policy,resolved,"Information provided, no action needed",3.0,True
-15708,2024-10-16 16:52:48,12452058463,1,Claims,2,claims,159,4.9,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-15709,2024-10-16 16:59:23,19981403577,1,Claims,2,claims,103,8.9,Request payment plan,follow_up_needed,Resolved on first call,2.0,False
-15710,2024-10-16 17:03:30,18398238641,2,Billing & Payments,8,billing,16,7.9,Claim status inquiry,transferred,Transferred to supervisor,3.0,False
-15711,2024-10-16 17:07:14,15027498521,1,Claims,1,claims,83,5.5,Ask about discounts,resolved,Payment processed successfully,2.0,True
-15712,2024-10-16 17:09:43,17958127974,3,Policy Changes,6,general,0,7.7,Filing new auto claim,resolved,Escalated to claims adjuster,3.0,True
-15713,2024-10-16 17:21:11,18429184106,1,Claims,7,claims,53,5.8,Claim status inquiry,resolved,"Information provided, no action needed",3.0,True
-15714,2024-10-16 17:30:53,13705240560,4,New Quote,6,general,349,5.3,Payment not processed,resolved,Escalated to claims adjuster,3.0,True
-15715,2024-10-16 17:35:49,19142068623,4,New Quote,6,general,45,9.3,Filing new auto claim,transferred,Payment processed successfully,2.0,False
-15716,2024-10-16 17:45:52,15349949312,2,Billing & Payments,4,billing,50,6.7,Inquire about premium increase,resolved,Transferred to supervisor,3.0,True
-15717,2024-10-16 17:47:36,12725731605,1,Claims,7,claims,344,4.6,Claim status inquiry,resolved,Resolved on first call,5.0,True
-15718,2024-10-16 18:05:14,17515720493,1,Claims,7,claims,77,5.4,Request proof of insurance,resolved,Policy updated per customer request,4.0,True
-15719,2024-10-16 18:36:48,14171120292,3,Policy Changes,5,general,0,6.4,Filing new auto claim,transferred,Resolved on first call,3.0,False
-15720,2024-10-16 18:38:29,15225096387,3,Policy Changes,6,general,280,7.7,Add driver to policy,transferred,Escalated to claims adjuster,2.0,False
-15721,2024-10-16 18:41:58,13891905747,2,Billing & Payments,8,billing,78,0.0,Cancel policy,abandoned,Customer abandoned,,False
-15722,2024-10-16 18:49:09,17973563808,1,Claims,7,claims,27,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-15723,2024-10-16 18:54:06,12701623399,4,New Quote,6,general,0,7.3,General coverage question,resolved,Escalated to claims adjuster,4.0,True
-15724,2024-10-16 18:58:42,14446231499,2,Billing & Payments,8,billing,106,7.2,Cancel policy,resolved,"Claim filed, reference number provided",2.0,True
-15725,2024-10-17 07:16:45,13198518740,0,Speak to Agent,5,general,133,4.5,Claim status inquiry,follow_up_needed,Payment processed successfully,3.0,False
-15726,2024-10-17 07:25:37,16632744768,0,Speak to Agent,5,general,130,5.9,Request payment plan,transferred,Callback scheduled for tomorrow,5.0,False
-15727,2024-10-17 08:10:26,16126469907,3,Policy Changes,5,general,140,4.3,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-15728,2024-10-17 08:14:19,16507830411,2,Billing & Payments,8,billing,9,6.8,Complaint about service,resolved,Payment processed successfully,3.0,True
-15729,2024-10-17 08:17:19,15402149204,3,Policy Changes,5,general,32,4.0,Inquire about premium increase,follow_up_needed,Transferred to supervisor,4.0,False
-15730,2024-10-17 08:31:49,19995425449,3,Policy Changes,5,general,31,5.6,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,4.0,True
-15731,2024-10-17 08:53:49,12079166299,2,Billing & Payments,8,billing,112,0.9,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-15732,2024-10-17 08:59:27,16864610848,3,Policy Changes,6,general,89,5.7,Add driver to policy,resolved,Payment processed successfully,5.0,True
-15733,2024-10-17 09:04:36,15027724527,1,Claims,2,claims,156,7.8,Inquire about premium increase,resolved,Policy updated per customer request,5.0,True
-15734,2024-10-17 09:04:58,12565387292,2,Billing & Payments,8,billing,12,6.4,Complaint about service,transferred,"Claim filed, reference number provided",2.0,False
-15735,2024-10-17 09:59:01,13726036449,1,Claims,7,claims,134,3.2,Ask about deductible,resolved,Escalated to claims adjuster,3.0,True
-15736,2024-10-17 10:00:17,13000027832,2,Billing & Payments,4,billing,254,9.3,Request ID cards,resolved,Callback scheduled for tomorrow,5.0,True
-15737,2024-10-17 10:00:47,13525856209,2,Billing & Payments,3,billing,76,6.7,Change coverage level,follow_up_needed,Payment processed successfully,4.0,False
-15738,2024-10-17 10:03:50,17102774005,0,Speak to Agent,6,general,248,11.6,Payment not processed,resolved,Customer requested manager,4.0,True
-15739,2024-10-17 10:06:14,15674584464,0,Speak to Agent,6,general,116,9.8,General coverage question,resolved,Escalated to claims adjuster,4.0,True
-15740,2024-10-17 10:13:45,16851367585,2,Billing & Payments,8,billing,90,6.5,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-15741,2024-10-17 10:24:46,13449162936,1,Claims,2,claims,100,8.7,General coverage question,transferred,Customer disconnected before resolution,1.0,False
-15742,2024-10-17 10:29:27,13372074346,3,Policy Changes,5,general,73,6.2,Claim status inquiry,resolved,Customer disconnected before resolution,4.0,True
-15743,2024-10-17 10:52:01,13292187637,3,Policy Changes,6,general,283,10.3,General coverage question,follow_up_needed,"Information provided, no action needed",2.0,False
-15744,2024-10-17 10:57:51,16575285960,4,New Quote,5,general,0,4.7,General coverage question,resolved,Customer disconnected before resolution,3.0,True
-15745,2024-10-17 10:58:54,12598133876,3,Policy Changes,6,general,177,7.2,Update payment method,follow_up_needed,Payment processed successfully,3.0,False
-15746,2024-10-17 11:08:14,16653553637,2,Billing & Payments,8,billing,55,0.0,Payment not processed,abandoned,Customer abandoned,,False
-15747,2024-10-17 12:03:47,13436340740,1,Claims,1,claims,0,7.4,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-15748,2024-10-17 12:24:56,17190889148,1,Claims,7,claims,44,6.7,Dispute claim denial,resolved,"Claim filed, reference number provided",3.0,True
-15749,2024-10-17 12:31:47,13764446702,2,Billing & Payments,8,billing,128,6.2,Payment not processed,resolved,Customer requested manager,5.0,True
-15750,2024-10-17 13:16:13,18216519925,0,Speak to Agent,5,general,97,2.5,Remove vehicle from policy,transferred,Resolved on first call,3.0,False
-15751,2024-10-17 13:31:34,18302282880,0,Speak to Agent,5,general,67,9.4,Claim status inquiry,transferred,Payment processed successfully,3.0,False
-15752,2024-10-17 13:42:29,14360882748,4,New Quote,6,general,29,7.6,Cancel policy,follow_up_needed,Customer requested manager,3.0,False
-15753,2024-10-17 13:50:06,18883910678,2,Billing & Payments,4,billing,0,0.0,Payment not processed,abandoned,Customer abandoned,,False
-15754,2024-10-17 13:54:26,12017814939,0,Speak to Agent,6,general,0,10.4,Request ID cards,resolved,Transferred to supervisor,4.0,True
-15755,2024-10-17 14:20:40,19271480373,3,Policy Changes,6,general,232,4.2,Filing new auto claim,resolved,"Claim filed, reference number provided",3.0,True
-15756,2024-10-17 14:40:38,15998874007,0,Speak to Agent,5,general,195,8.8,Cancel policy,follow_up_needed,Resolved on first call,3.0,False
-15757,2024-10-17 16:02:22,13230046817,2,Billing & Payments,3,billing,200,0.0,Request payment plan,abandoned,Customer abandoned,,False
-15758,2024-10-17 16:54:49,15790568694,1,Claims,7,claims,170,4.4,Claim status inquiry,transferred,Resolved on first call,1.0,False
-15759,2024-10-17 16:55:46,13929205251,2,Billing & Payments,8,billing,256,8.2,Cancel policy,follow_up_needed,"Information provided, no action needed",3.0,False
-15760,2024-10-17 16:59:37,14800645478,4,New Quote,6,general,114,10.4,Ask about discounts,resolved,Payment processed successfully,3.0,True
-15761,2024-10-17 17:05:17,17962794629,2,Billing & Payments,8,billing,185,5.9,Remove vehicle from policy,resolved,Resolved on first call,5.0,True
-15762,2024-10-17 17:22:12,15229676380,2,Billing & Payments,3,billing,259,3.3,Request proof of insurance,follow_up_needed,Resolved on first call,5.0,False
-15763,2024-10-17 17:33:21,12662894617,2,Billing & Payments,4,billing,150,7.8,Inquire about premium increase,resolved,Resolved on first call,3.0,True
-15764,2024-10-17 17:45:30,15147481222,2,Billing & Payments,3,billing,134,3.9,Filing new auto claim,resolved,Escalated to claims adjuster,3.0,True
-15765,2024-10-17 17:46:08,14146397837,0,Speak to Agent,5,general,57,5.6,General coverage question,resolved,Customer disconnected before resolution,5.0,True
-15766,2024-10-17 17:51:52,19108777110,4,New Quote,6,general,20,12.4,Reinstate lapsed policy,follow_up_needed,"Information provided, no action needed",3.0,False
-15767,2024-10-17 18:01:54,15961177836,2,Billing & Payments,8,billing,150,4.1,Request ID cards,resolved,Policy updated per customer request,5.0,True
-15768,2024-10-17 18:06:31,12735151086,4,New Quote,5,general,191,1.1,Complaint about service,resolved,Transferred to supervisor,4.0,True
-15769,2024-10-17 18:07:25,17338474338,3,Policy Changes,5,general,102,6.2,Remove vehicle from policy,resolved,Customer disconnected before resolution,3.0,True
-15770,2024-10-17 18:18:35,15461698949,2,Billing & Payments,8,billing,199,0.0,Change coverage level,abandoned,Customer abandoned,,False
-15771,2024-10-17 18:20:53,13306472091,0,Speak to Agent,5,general,286,5.0,Ask about discounts,resolved,Resolved on first call,5.0,True
-15772,2024-10-17 18:32:43,17308797848,3,Policy Changes,5,general,105,8.5,Ask about discounts,follow_up_needed,Customer requested manager,3.0,False
-15773,2024-10-17 18:54:42,14804128239,4,New Quote,5,general,66,3.4,Request payment plan,resolved,"Claim filed, reference number provided",5.0,True
-15774,2024-10-17 18:56:05,13604522010,0,Speak to Agent,6,general,100,7.5,Inquire about premium increase,resolved,Payment processed successfully,3.0,True
-15775,2024-10-18 07:13:47,18145448191,1,Claims,7,claims,205,0.0,Report accident,abandoned,Customer abandoned,,False
-15776,2024-10-18 07:25:23,13460717512,3,Policy Changes,5,general,44,2.2,Request ID cards,follow_up_needed,Customer disconnected before resolution,3.0,False
-15777,2024-10-18 07:33:43,15602078313,2,Billing & Payments,4,billing,168,9.7,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-15778,2024-10-18 07:56:24,19492394922,2,Billing & Payments,4,billing,185,4.1,Complaint about service,transferred,Resolved on first call,3.0,False
-15779,2024-10-18 08:11:06,16378222031,0,Speak to Agent,5,general,17,4.2,Inquire about premium increase,resolved,Callback scheduled for tomorrow,4.0,True
-15780,2024-10-18 08:24:20,16912791710,0,Speak to Agent,5,general,266,8.1,Payment not processed,resolved,Escalated to claims adjuster,4.0,True
-15781,2024-10-18 08:24:53,12600943327,2,Billing & Payments,4,billing,15,4.9,General coverage question,resolved,Escalated to claims adjuster,5.0,True
-15782,2024-10-18 08:45:44,16372241997,3,Policy Changes,6,general,223,10.2,Request proof of insurance,follow_up_needed,Escalated to claims adjuster,3.0,False
-15783,2024-10-18 08:46:22,15842398909,0,Speak to Agent,6,general,201,8.4,Reinstate lapsed policy,follow_up_needed,Customer requested manager,4.0,False
-15784,2024-10-18 08:49:20,15647169955,4,New Quote,5,general,170,8.3,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-15785,2024-10-18 09:08:58,13742008006,2,Billing & Payments,3,billing,217,2.7,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-15786,2024-10-18 09:12:30,16833948657,0,Speak to Agent,6,general,147,5.2,Dispute claim denial,resolved,Transferred to supervisor,3.0,True
-15787,2024-10-18 09:13:26,18015926918,4,New Quote,5,general,139,0.9,Dispute claim denial,resolved,Resolved on first call,3.0,True
-15788,2024-10-18 09:29:21,18088752085,4,New Quote,5,general,150,0.0,Update payment method,abandoned,Customer abandoned,,False
-15789,2024-10-18 09:29:57,16055556414,2,Billing & Payments,4,billing,0,4.2,Request payment plan,resolved,Payment processed successfully,4.0,True
-15790,2024-10-18 09:45:34,14765458080,4,New Quote,6,general,172,8.1,Reinstate lapsed policy,resolved,Policy updated per customer request,4.0,True
-15791,2024-10-18 09:50:28,13078364884,2,Billing & Payments,3,billing,102,0.5,Remove vehicle from policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-15792,2024-10-18 09:52:33,15443040884,1,Claims,1,claims,210,5.4,Complaint about service,resolved,Resolved on first call,4.0,True
-15793,2024-10-18 09:55:24,14911370266,1,Claims,7,claims,0,11.9,Request payment plan,resolved,"Information provided, no action needed",5.0,True
-15794,2024-10-18 09:59:15,19476330474,4,New Quote,5,general,168,4.8,Reinstate lapsed policy,resolved,"Information provided, no action needed",4.0,True
-15795,2024-10-18 10:11:34,18837998019,4,New Quote,6,general,16,3.8,Dispute claim denial,resolved,Customer disconnected before resolution,4.0,True
-15796,2024-10-18 10:14:56,19335566037,3,Policy Changes,6,general,0,10.0,Reinstate lapsed policy,resolved,Customer requested manager,5.0,True
-15797,2024-10-18 10:20:00,16961049166,3,Policy Changes,6,general,48,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-15798,2024-10-18 10:41:03,18925042307,4,New Quote,5,general,17,7.3,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-15799,2024-10-18 10:56:49,16510379391,2,Billing & Payments,4,billing,210,7.3,Request payment plan,resolved,Payment processed successfully,5.0,True
-15800,2024-10-18 10:58:48,19073488276,2,Billing & Payments,4,billing,24,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-15801,2024-10-18 11:01:12,14345580136,3,Policy Changes,6,general,254,7.2,Claim status inquiry,resolved,Callback scheduled for tomorrow,5.0,True
-15802,2024-10-18 11:13:40,18794756758,2,Billing & Payments,3,billing,150,5.3,Request proof of insurance,resolved,Customer requested manager,4.0,True
-15803,2024-10-18 11:18:29,15408735749,2,Billing & Payments,8,billing,61,8.2,Complaint about service,resolved,Payment processed successfully,5.0,True
-15804,2024-10-18 11:18:43,15323057582,2,Billing & Payments,8,billing,75,8.5,Change coverage level,resolved,Transferred to supervisor,4.0,True
-15805,2024-10-18 11:21:42,18994151399,1,Claims,7,claims,158,5.2,Change coverage level,resolved,Customer requested manager,3.0,True
-15806,2024-10-18 11:40:38,12216901889,4,New Quote,5,general,71,9.5,Request ID cards,resolved,Customer requested manager,3.0,True
-15807,2024-10-18 11:42:29,16365216449,1,Claims,7,claims,0,4.7,Add driver to policy,resolved,Payment processed successfully,4.0,True
-15808,2024-10-18 11:47:14,12598350811,4,New Quote,6,general,0,4.9,Ask about deductible,transferred,Callback scheduled for tomorrow,4.0,False
-15809,2024-10-18 11:56:03,18509033339,3,Policy Changes,5,general,0,4.1,Inquire about premium increase,resolved,Customer disconnected before resolution,5.0,True
-15810,2024-10-18 12:11:31,19478604320,4,New Quote,6,general,0,5.5,Ask about deductible,transferred,"Information provided, no action needed",1.0,False
-15811,2024-10-18 13:10:27,16235746640,2,Billing & Payments,8,billing,70,2.5,Update address,resolved,Payment processed successfully,5.0,True
-15812,2024-10-18 13:14:39,15133562873,2,Billing & Payments,3,billing,155,4.5,Payment not processed,resolved,Payment processed successfully,4.0,True
-15813,2024-10-18 13:20:53,12083496506,1,Claims,1,claims,106,8.4,Update payment method,resolved,"Information provided, no action needed",3.0,True
-15814,2024-10-18 13:42:02,13312075994,1,Claims,2,claims,126,8.8,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-15815,2024-10-18 13:59:22,18197013572,1,Claims,7,claims,0,6.8,Dispute claim denial,resolved,Policy updated per customer request,4.0,True
-15816,2024-10-18 14:05:56,18198537874,3,Policy Changes,5,general,209,0.9,Cancel policy,resolved,Payment processed successfully,5.0,True
-15817,2024-10-18 14:16:19,19885496547,4,New Quote,5,general,118,1.1,Complaint about service,resolved,Customer requested manager,3.0,True
-15818,2024-10-18 14:51:47,12261175620,1,Claims,2,claims,174,4.8,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-15819,2024-10-18 14:55:32,16593332177,2,Billing & Payments,8,billing,7,4.5,Add driver to policy,resolved,Payment processed successfully,5.0,True
-15820,2024-10-18 15:07:56,14186301515,1,Claims,7,claims,163,4.8,Update address,resolved,Policy updated per customer request,4.0,True
-15821,2024-10-18 15:12:47,15237344678,1,Claims,7,claims,194,7.3,Reinstate lapsed policy,resolved,Transferred to supervisor,5.0,True
-15822,2024-10-18 15:16:01,18283198449,4,New Quote,6,general,73,8.6,Cancel policy,resolved,Policy updated per customer request,5.0,True
-15823,2024-10-18 15:22:07,13270898678,1,Claims,1,claims,354,13.7,Payment not processed,resolved,Escalated to claims adjuster,2.0,True
-15824,2024-10-18 15:31:07,13200053839,1,Claims,1,claims,114,8.2,General coverage question,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-15825,2024-10-18 15:42:25,13290735776,2,Billing & Payments,4,billing,115,4.1,Request ID cards,resolved,Callback scheduled for tomorrow,3.0,True
-15826,2024-10-18 15:52:25,12151272563,0,Speak to Agent,6,general,38,11.0,Complaint about service,resolved,"Claim filed, reference number provided",5.0,True
-15827,2024-10-18 16:01:39,13905763916,1,Claims,1,claims,68,8.5,Cancel policy,follow_up_needed,"Claim filed, reference number provided",4.0,False
-15828,2024-10-18 16:11:38,13919315545,2,Billing & Payments,4,billing,125,9.1,General coverage question,transferred,"Information provided, no action needed",4.0,False
-15829,2024-10-18 16:32:41,15027109018,0,Speak to Agent,6,general,18,7.9,Dispute claim denial,follow_up_needed,Escalated to claims adjuster,3.0,False
-15830,2024-10-18 16:33:30,14403598912,4,New Quote,5,general,248,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-15831,2024-10-18 16:44:18,19978993110,3,Policy Changes,6,general,120,6.9,Add driver to policy,resolved,"Information provided, no action needed",4.0,True
-15832,2024-10-18 17:04:06,15758551681,2,Billing & Payments,8,billing,43,3.5,Payment not processed,transferred,Policy updated per customer request,3.0,False
-15833,2024-10-18 17:09:57,12314510568,0,Speak to Agent,6,general,95,9.6,Dispute claim denial,resolved,Customer disconnected before resolution,4.0,True
-15834,2024-10-18 17:13:48,15468802811,3,Policy Changes,6,general,119,7.8,Dispute claim denial,follow_up_needed,Resolved on first call,2.0,False
-15835,2024-10-18 17:15:08,17113660819,3,Policy Changes,6,general,226,6.5,Ask about discounts,follow_up_needed,Escalated to claims adjuster,4.0,False
-15836,2024-10-18 17:17:04,17096314394,0,Speak to Agent,5,general,318,6.8,Report accident,resolved,Transferred to supervisor,4.0,True
-15837,2024-10-18 18:17:33,19868550085,1,Claims,2,claims,239,8.5,Request payment plan,transferred,Callback scheduled for tomorrow,2.0,False
-15838,2024-10-18 18:47:43,16892088537,3,Policy Changes,6,general,59,10.6,Complaint about service,transferred,"Claim filed, reference number provided",3.0,False
-15839,2024-10-19 09:00:28,18689080063,3,Policy Changes,5,general,314,0.0,Update payment method,abandoned,Customer abandoned,,False
-15840,2024-10-19 09:18:41,19167751369,0,Speak to Agent,5,general,0,2.3,Payment not processed,resolved,Payment processed successfully,3.0,True
-15841,2024-10-19 09:23:46,12468664561,0,Speak to Agent,5,general,132,2.3,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-15842,2024-10-19 09:34:11,17638584797,4,New Quote,6,general,95,8.6,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,1.0,False
-15843,2024-10-19 09:36:19,16191061667,4,New Quote,5,general,40,6.0,Ask about deductible,resolved,"Information provided, no action needed",2.0,True
-15844,2024-10-19 09:38:17,17499924867,2,Billing & Payments,4,billing,146,6.3,Reinstate lapsed policy,follow_up_needed,Resolved on first call,3.0,False
-15845,2024-10-19 09:53:39,12645224146,1,Claims,1,claims,35,0.0,Complaint about service,abandoned,Customer abandoned,,False
-15846,2024-10-19 10:02:09,12273459542,1,Claims,1,claims,212,2.0,Request ID cards,resolved,Transferred to supervisor,5.0,True
-15847,2024-10-19 10:12:03,14935086712,4,New Quote,5,general,194,2.0,Report accident,resolved,"Information provided, no action needed",5.0,True
-15848,2024-10-19 10:13:17,17292722448,2,Billing & Payments,4,billing,161,6.5,Ask about discounts,transferred,"Claim filed, reference number provided",2.0,False
-15849,2024-10-19 10:13:38,14322377974,1,Claims,2,claims,26,8.2,Dispute claim denial,resolved,Resolved on first call,4.0,True
-15850,2024-10-19 10:17:57,14385122889,3,Policy Changes,6,general,251,10.0,Request ID cards,resolved,Customer requested manager,5.0,True
-15851,2024-10-19 10:20:56,18920212658,3,Policy Changes,6,general,20,7.5,Ask about discounts,resolved,Resolved on first call,5.0,True
-15852,2024-10-19 10:26:35,12140596970,0,Speak to Agent,5,general,69,7.7,Inquire about premium increase,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-15853,2024-10-19 10:30:21,19084582746,4,New Quote,5,general,133,4.5,Reinstate lapsed policy,follow_up_needed,Transferred to supervisor,4.0,False
-15854,2024-10-19 10:54:32,19122481132,2,Billing & Payments,3,billing,62,3.5,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-15855,2024-10-19 10:56:42,18434790775,4,New Quote,6,general,73,4.6,General coverage question,transferred,"Information provided, no action needed",1.0,False
-15856,2024-10-19 11:03:12,14160182589,2,Billing & Payments,3,billing,88,0.0,Report accident,abandoned,Customer abandoned,,False
-15857,2024-10-19 11:26:47,19260194389,4,New Quote,5,general,40,3.4,Remove vehicle from policy,resolved,Customer requested manager,5.0,True
-15858,2024-10-19 11:45:15,12122609175,4,New Quote,5,general,91,0.5,Claim status inquiry,resolved,Transferred to supervisor,5.0,True
-15859,2024-10-19 12:11:49,15480329088,4,New Quote,5,general,180,2.4,Cancel policy,follow_up_needed,Payment processed successfully,2.0,False
-15860,2024-10-19 12:22:27,18036710411,4,New Quote,6,general,387,3.9,Update payment method,resolved,Callback scheduled for tomorrow,5.0,True
-15861,2024-10-19 12:32:25,15212739990,4,New Quote,6,general,143,12.1,Complaint about service,resolved,Customer requested manager,3.0,True
-15862,2024-10-21 07:07:13,18654543795,2,Billing & Payments,3,billing,249,0.0,Payment not processed,abandoned,Customer abandoned,,False
-15863,2024-10-21 07:20:59,15300948897,1,Claims,2,claims,111,5.1,Cancel policy,resolved,Transferred to supervisor,5.0,True
-15864,2024-10-21 07:32:40,19857238329,1,Claims,1,claims,191,3.5,Dispute claim denial,resolved,Transferred to supervisor,2.0,True
-15865,2024-10-21 07:47:26,19814481646,0,Speak to Agent,5,general,114,5.3,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-15866,2024-10-21 07:47:57,18123753762,0,Speak to Agent,6,general,0,13.1,Update address,resolved,Policy updated per customer request,1.0,True
-15867,2024-10-21 08:07:01,18703895305,4,New Quote,5,general,120,7.6,Claim status inquiry,resolved,Transferred to supervisor,5.0,True
-15868,2024-10-21 08:07:51,12769528000,1,Claims,7,claims,186,2.9,Complaint about service,resolved,Resolved on first call,5.0,True
-15869,2024-10-21 08:28:25,15366129523,4,New Quote,6,general,93,9.6,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-15870,2024-10-21 08:29:16,14427485535,2,Billing & Payments,8,billing,0,5.3,Request proof of insurance,resolved,Escalated to claims adjuster,3.0,True
-15871,2024-10-21 08:33:39,14000794878,3,Policy Changes,6,general,127,10.7,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-15872,2024-10-21 09:12:26,17972421699,3,Policy Changes,5,general,161,4.6,Cancel policy,resolved,Customer disconnected before resolution,5.0,True
-15873,2024-10-21 09:33:33,17671404243,0,Speak to Agent,6,general,67,7.2,Cancel policy,resolved,Customer disconnected before resolution,4.0,True
-15874,2024-10-21 09:37:05,17063071286,0,Speak to Agent,5,general,205,6.8,Dispute claim denial,follow_up_needed,Payment processed successfully,4.0,False
-15875,2024-10-21 09:39:36,17534315211,0,Speak to Agent,6,general,110,8.5,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-15876,2024-10-21 09:39:53,13472285100,2,Billing & Payments,8,billing,0,8.0,Claim status inquiry,resolved,Callback scheduled for tomorrow,3.0,True
-15877,2024-10-21 09:49:52,14272872108,4,New Quote,5,general,114,3.6,Cancel policy,resolved,Transferred to supervisor,4.0,True
-15878,2024-10-21 09:50:30,13844873182,1,Claims,1,claims,69,7.7,Change coverage level,follow_up_needed,Transferred to supervisor,3.0,False
-15879,2024-10-21 09:53:32,14201880535,4,New Quote,5,general,114,0.0,General coverage question,abandoned,Customer abandoned,,False
-15880,2024-10-21 10:04:41,12042396535,3,Policy Changes,5,general,125,5.0,Change coverage level,resolved,Escalated to claims adjuster,3.0,True
-15881,2024-10-21 10:09:46,13380766313,1,Claims,2,claims,149,0.0,Update address,abandoned,Customer abandoned,,False
-15882,2024-10-21 10:10:56,19542717427,3,Policy Changes,6,general,26,3.1,Filing new auto claim,follow_up_needed,Payment processed successfully,3.0,False
-15883,2024-10-21 10:12:23,18433583232,3,Policy Changes,6,general,230,5.8,Add driver to policy,transferred,"Information provided, no action needed",4.0,False
-15884,2024-10-21 10:14:51,12763073712,3,Policy Changes,5,general,147,6.4,General coverage question,resolved,Callback scheduled for tomorrow,5.0,True
-15885,2024-10-21 10:16:29,17694173374,4,New Quote,5,general,43,5.6,Inquire about premium increase,follow_up_needed,Resolved on first call,4.0,False
-15886,2024-10-21 10:42:17,17143278303,0,Speak to Agent,5,general,148,2.9,Update address,transferred,"Information provided, no action needed",3.0,False
-15887,2024-10-21 10:45:34,19201565169,3,Policy Changes,6,general,328,8.4,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-15888,2024-10-21 10:47:30,19637986696,4,New Quote,6,general,326,5.7,Change coverage level,resolved,Policy updated per customer request,3.0,True
-15889,2024-10-21 10:49:58,17911824389,2,Billing & Payments,3,billing,113,4.4,Request payment plan,resolved,Escalated to claims adjuster,5.0,True
-15890,2024-10-21 10:50:39,17783284953,2,Billing & Payments,4,billing,119,6.8,Report accident,resolved,Transferred to supervisor,5.0,True
-15891,2024-10-21 11:04:35,18960323662,1,Claims,2,claims,202,5.8,Remove vehicle from policy,resolved,Customer requested manager,4.0,True
-15892,2024-10-21 11:14:00,18342451988,2,Billing & Payments,8,billing,96,6.1,Request ID cards,transferred,Customer disconnected before resolution,3.0,False
-15893,2024-10-21 11:25:45,18361020941,4,New Quote,6,general,38,8.9,Report accident,follow_up_needed,Escalated to claims adjuster,4.0,False
-15894,2024-10-21 11:32:05,18237832069,3,Policy Changes,6,general,135,7.1,Ask about discounts,resolved,Transferred to supervisor,5.0,True
-15895,2024-10-21 11:32:52,18750720823,3,Policy Changes,6,general,66,8.1,Claim status inquiry,resolved,Customer requested manager,2.0,True
-15896,2024-10-21 11:42:20,16341799379,1,Claims,7,claims,208,0.0,Report accident,abandoned,Customer abandoned,,False
-15897,2024-10-21 11:44:15,15799880376,2,Billing & Payments,4,billing,0,10.0,Remove vehicle from policy,resolved,"Claim filed, reference number provided",5.0,True
-15898,2024-10-21 11:48:01,13328491995,3,Policy Changes,6,general,116,3.5,Reinstate lapsed policy,resolved,"Information provided, no action needed",3.0,True
-15899,2024-10-21 11:52:22,16071452689,1,Claims,7,claims,268,5.0,Dispute claim denial,resolved,Customer requested manager,4.0,True
-15900,2024-10-21 11:56:06,19937809496,2,Billing & Payments,3,billing,97,2.5,Update address,resolved,"Information provided, no action needed",4.0,True
-15901,2024-10-21 11:58:40,19076209101,0,Speak to Agent,5,general,100,3.4,Dispute claim denial,transferred,Resolved on first call,2.0,False
-15902,2024-10-21 12:11:47,14685406188,2,Billing & Payments,8,billing,13,7.1,Add driver to policy,resolved,Transferred to supervisor,5.0,True
-15903,2024-10-21 12:20:33,15730635299,3,Policy Changes,6,general,173,6.5,Ask about discounts,transferred,"Information provided, no action needed",4.0,False
-15904,2024-10-21 12:22:54,12064307804,0,Speak to Agent,6,general,34,6.7,Cancel policy,resolved,Policy updated per customer request,3.0,True
-15905,2024-10-21 12:28:18,19303248878,4,New Quote,6,general,112,8.8,Payment not processed,follow_up_needed,Customer requested manager,5.0,False
-15906,2024-10-21 12:49:33,13236434569,2,Billing & Payments,4,billing,227,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-15907,2024-10-21 12:52:36,12631251147,1,Claims,1,claims,214,5.1,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-15908,2024-10-21 12:54:33,18280426659,3,Policy Changes,6,general,42,10.1,Cancel policy,resolved,Payment processed successfully,5.0,True
-15909,2024-10-21 12:56:42,15361430352,3,Policy Changes,6,general,133,9.3,Request ID cards,resolved,Customer disconnected before resolution,5.0,True
-15910,2024-10-21 13:08:35,15228227739,3,Policy Changes,5,general,326,7.5,Request proof of insurance,follow_up_needed,Customer disconnected before resolution,4.0,False
-15911,2024-10-21 13:19:03,19807265296,4,New Quote,5,general,206,9.5,General coverage question,transferred,Payment processed successfully,4.0,False
-15912,2024-10-21 13:21:09,14458639079,0,Speak to Agent,6,general,91,10.7,Reinstate lapsed policy,resolved,Escalated to claims adjuster,3.0,True
-15913,2024-10-21 13:22:22,16731859897,0,Speak to Agent,5,general,97,2.3,Filing new auto claim,resolved,"Information provided, no action needed",5.0,True
-15914,2024-10-21 13:29:29,12645301837,1,Claims,7,claims,15,0.5,Add driver to policy,resolved,Callback scheduled for tomorrow,4.0,True
-15915,2024-10-21 13:32:01,19135874525,2,Billing & Payments,4,billing,121,6.2,Report accident,resolved,Escalated to claims adjuster,4.0,True
-15916,2024-10-21 13:33:54,12012881925,4,New Quote,6,general,0,7.9,Complaint about service,transferred,"Information provided, no action needed",3.0,False
-15917,2024-10-21 13:39:09,17206203388,0,Speak to Agent,5,general,100,4.2,Update address,resolved,"Claim filed, reference number provided",5.0,True
-15918,2024-10-21 14:01:51,19559383922,1,Claims,2,claims,190,7.6,Ask about deductible,follow_up_needed,Resolved on first call,4.0,False
-15919,2024-10-21 14:02:13,13642713928,2,Billing & Payments,8,billing,192,5.4,Cancel policy,resolved,Customer requested manager,4.0,True
-15920,2024-10-21 14:17:35,19020457558,3,Policy Changes,5,general,103,3.5,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-15921,2024-10-21 14:31:21,16460524094,4,New Quote,5,general,207,9.8,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-15922,2024-10-21 14:44:12,12165962499,4,New Quote,5,general,54,5.6,Inquire about premium increase,resolved,Escalated to claims adjuster,3.0,True
-15923,2024-10-21 14:56:07,15535483739,4,New Quote,6,general,154,12.7,Request payment plan,resolved,Payment processed successfully,3.0,True
-15924,2024-10-21 15:17:17,18512235241,1,Claims,7,claims,34,7.6,Request payment plan,follow_up_needed,"Information provided, no action needed",4.0,False
-15925,2024-10-21 16:01:23,17569684929,1,Claims,2,claims,188,9.7,Payment not processed,resolved,"Claim filed, reference number provided",3.0,True
-15926,2024-10-21 16:01:43,16528800912,0,Speak to Agent,6,general,123,9.1,Report accident,follow_up_needed,Resolved on first call,4.0,False
-15927,2024-10-21 16:03:33,12672423285,1,Claims,1,claims,118,5.9,Ask about deductible,resolved,"Claim filed, reference number provided",3.0,True
-15928,2024-10-21 16:17:24,12811559822,2,Billing & Payments,8,billing,161,5.8,Reinstate lapsed policy,resolved,Customer requested manager,2.0,True
-15929,2024-10-21 16:30:25,12832966865,2,Billing & Payments,3,billing,173,5.3,Claim status inquiry,resolved,Resolved on first call,3.0,True
-15930,2024-10-21 16:38:21,12892028040,4,New Quote,6,general,149,11.6,Change coverage level,resolved,Escalated to claims adjuster,3.0,True
-15931,2024-10-21 16:44:37,13269596873,1,Claims,2,claims,103,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-15932,2024-10-21 16:48:52,14834763770,3,Policy Changes,5,general,0,3.2,Report accident,resolved,Customer requested manager,4.0,True
-15933,2024-10-21 17:12:21,17228628617,4,New Quote,6,general,267,9.7,Report accident,resolved,"Information provided, no action needed",3.0,True
-15934,2024-10-21 17:12:56,13705643603,4,New Quote,6,general,114,11.5,Reinstate lapsed policy,transferred,Policy updated per customer request,4.0,False
-15935,2024-10-21 17:14:22,18822131100,2,Billing & Payments,3,billing,317,0.0,Update address,abandoned,Customer abandoned,,False
-15936,2024-10-21 17:42:46,19281149764,3,Policy Changes,5,general,169,6.5,Payment not processed,resolved,Customer disconnected before resolution,5.0,True
-15937,2024-10-21 17:51:54,18017359353,3,Policy Changes,6,general,115,7.9,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-15938,2024-10-21 17:58:57,13441368874,0,Speak to Agent,6,general,89,5.0,Reinstate lapsed policy,resolved,Customer disconnected before resolution,2.0,True
-15939,2024-10-21 18:04:53,16233277837,3,Policy Changes,6,general,234,7.3,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,2.0,True
-15940,2024-10-21 18:13:36,18057894223,2,Billing & Payments,4,billing,218,3.3,Inquire about premium increase,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-15941,2024-10-21 18:14:00,12624221319,2,Billing & Payments,4,billing,140,8.8,Complaint about service,resolved,Escalated to claims adjuster,5.0,True
-15942,2024-10-21 18:41:43,15758319258,4,New Quote,6,general,104,5.8,Cancel policy,transferred,Resolved on first call,4.0,False
-15943,2024-10-22 07:09:29,15116208205,3,Policy Changes,6,general,0,9.8,Ask about discounts,resolved,Transferred to supervisor,2.0,True
-15944,2024-10-22 07:10:06,16497839395,4,New Quote,5,general,254,0.0,Cancel policy,abandoned,Customer abandoned,,False
-15945,2024-10-22 07:23:15,13646093000,0,Speak to Agent,6,general,239,13.3,Update address,transferred,Customer requested manager,2.0,False
-15946,2024-10-22 07:24:32,18491928658,4,New Quote,6,general,152,6.1,Ask about deductible,follow_up_needed,Transferred to supervisor,4.0,False
-15947,2024-10-22 07:26:47,17150951855,3,Policy Changes,6,general,120,5.2,Payment not processed,follow_up_needed,Escalated to claims adjuster,4.0,False
-15948,2024-10-22 07:56:00,12560851308,2,Billing & Payments,3,billing,190,6.6,Update address,resolved,"Information provided, no action needed",5.0,True
-15949,2024-10-22 08:15:16,13156527593,1,Claims,1,claims,213,6.5,Change coverage level,resolved,Policy updated per customer request,3.0,True
-15950,2024-10-22 08:15:37,19739744362,1,Claims,2,claims,50,7.7,Request proof of insurance,resolved,Customer requested manager,3.0,True
-15951,2024-10-22 08:20:36,13436523552,0,Speak to Agent,5,general,331,4.7,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-15952,2024-10-22 08:21:38,18355040308,1,Claims,1,claims,70,5.8,Inquire about premium increase,resolved,"Claim filed, reference number provided",5.0,True
-15953,2024-10-22 08:22:56,16328598128,3,Policy Changes,6,general,230,8.3,Filing new auto claim,resolved,Escalated to claims adjuster,5.0,True
-15954,2024-10-22 08:42:09,19083075151,3,Policy Changes,5,general,43,4.4,Request ID cards,resolved,Policy updated per customer request,3.0,True
-15955,2024-10-22 08:46:24,17253716981,0,Speak to Agent,5,general,284,4.1,Remove vehicle from policy,resolved,Resolved on first call,3.0,True
-15956,2024-10-22 08:56:33,13464432528,2,Billing & Payments,3,billing,78,0.0,Payment not processed,abandoned,Customer abandoned,,False
-15957,2024-10-22 08:59:04,15644670897,0,Speak to Agent,5,general,0,1.6,Update address,resolved,"Information provided, no action needed",2.0,True
-15958,2024-10-22 09:07:40,12554843062,3,Policy Changes,5,general,135,7.6,Reinstate lapsed policy,resolved,Transferred to supervisor,3.0,True
-15959,2024-10-22 09:16:36,17312699687,4,New Quote,5,general,164,3.0,Change coverage level,resolved,Customer requested manager,4.0,True
-15960,2024-10-22 09:24:45,13644895211,2,Billing & Payments,8,billing,128,0.8,Request proof of insurance,resolved,Payment processed successfully,2.0,True
-15961,2024-10-22 09:29:47,16108610570,4,New Quote,5,general,197,3.0,Remove vehicle from policy,resolved,Policy updated per customer request,5.0,True
-15962,2024-10-22 09:32:53,18497806606,1,Claims,7,claims,114,1.2,Report accident,follow_up_needed,Policy updated per customer request,1.0,False
-15963,2024-10-22 09:49:31,16025089750,4,New Quote,6,general,221,12.8,Request proof of insurance,resolved,Customer disconnected before resolution,3.0,True
-15964,2024-10-22 10:00:32,19239765670,4,New Quote,6,general,268,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-15965,2024-10-22 10:13:29,18277508421,1,Claims,7,claims,88,2.8,General coverage question,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-15966,2024-10-22 10:23:33,14028502508,4,New Quote,5,general,206,4.9,General coverage question,resolved,Resolved on first call,4.0,True
-15967,2024-10-22 10:40:24,13876932773,4,New Quote,6,general,6,8.0,Ask about deductible,transferred,Callback scheduled for tomorrow,3.0,False
-15968,2024-10-22 10:42:09,19819917819,1,Claims,7,claims,116,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-15969,2024-10-22 10:50:14,15801604305,0,Speak to Agent,5,general,74,5.8,Complaint about service,transferred,Escalated to claims adjuster,3.0,False
-15970,2024-10-22 10:51:06,16672906588,0,Speak to Agent,6,general,45,4.6,Complaint about service,follow_up_needed,"Information provided, no action needed",5.0,False
-15971,2024-10-22 10:59:32,12566820986,1,Claims,7,claims,142,11.0,Dispute claim denial,resolved,Resolved on first call,4.0,True
-15972,2024-10-22 11:03:56,19106006770,1,Claims,1,claims,34,8.0,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-15973,2024-10-22 11:13:36,13877999107,4,New Quote,5,general,59,2.9,Complaint about service,follow_up_needed,Escalated to claims adjuster,4.0,False
-15974,2024-10-22 11:29:39,18850455429,0,Speak to Agent,5,general,123,6.4,Dispute claim denial,transferred,Payment processed successfully,5.0,False
-15975,2024-10-22 11:38:19,12164959536,4,New Quote,5,general,164,0.5,Report accident,follow_up_needed,Customer disconnected before resolution,3.0,False
-15976,2024-10-22 11:58:38,16791222998,4,New Quote,5,general,0,8.1,Ask about discounts,transferred,Customer requested manager,3.0,False
-15977,2024-10-22 12:11:40,17006072035,1,Claims,7,claims,69,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-15978,2024-10-22 12:14:59,19260000753,1,Claims,1,claims,128,7.2,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-15979,2024-10-22 12:24:59,12968500423,1,Claims,7,claims,166,7.7,Request ID cards,resolved,Customer requested manager,3.0,True
-15980,2024-10-22 12:37:26,13873016512,4,New Quote,6,general,77,9.4,Payment not processed,resolved,"Claim filed, reference number provided",3.0,True
-15981,2024-10-22 12:39:40,13860497868,4,New Quote,5,general,139,5.5,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-15982,2024-10-22 12:43:58,14498727292,0,Speak to Agent,6,general,125,11.6,Update payment method,transferred,Policy updated per customer request,5.0,False
-15983,2024-10-22 12:59:51,16959399010,1,Claims,7,claims,115,5.7,Reinstate lapsed policy,transferred,Callback scheduled for tomorrow,2.0,False
-15984,2024-10-22 13:02:16,19258812941,4,New Quote,6,general,252,0.0,Cancel policy,abandoned,Customer abandoned,,False
-15985,2024-10-22 13:52:51,13184864644,0,Speak to Agent,6,general,298,6.0,Claim status inquiry,follow_up_needed,Escalated to claims adjuster,3.0,False
-15986,2024-10-22 13:56:17,19562730402,3,Policy Changes,5,general,95,4.9,Update address,transferred,Resolved on first call,2.0,False
-15987,2024-10-22 14:06:35,18455577253,1,Claims,2,claims,0,8.0,Add driver to policy,transferred,"Information provided, no action needed",2.0,False
-15988,2024-10-22 14:07:01,15459167078,2,Billing & Payments,4,billing,227,9.8,Claim status inquiry,resolved,Escalated to claims adjuster,5.0,True
-15989,2024-10-22 14:12:42,15425828767,1,Claims,2,claims,212,10.6,Change coverage level,follow_up_needed,"Information provided, no action needed",4.0,False
-15990,2024-10-22 14:15:27,13275901091,4,New Quote,6,general,64,6.4,Claim status inquiry,follow_up_needed,Payment processed successfully,3.0,False
-15991,2024-10-22 14:30:22,18941236599,2,Billing & Payments,8,billing,146,5.7,Inquire about premium increase,resolved,Customer requested manager,4.0,True
-15992,2024-10-22 14:37:14,14300992387,1,Claims,1,claims,116,9.4,Change coverage level,follow_up_needed,Payment processed successfully,2.0,False
-15993,2024-10-22 14:43:05,18172444419,3,Policy Changes,6,general,119,10.1,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-15994,2024-10-22 15:01:28,16258693816,1,Claims,2,claims,25,7.9,General coverage question,resolved,Transferred to supervisor,4.0,True
-15995,2024-10-22 15:39:36,19299774328,4,New Quote,6,general,19,5.9,General coverage question,resolved,Payment processed successfully,2.0,True
-15996,2024-10-22 15:47:21,17785707253,3,Policy Changes,5,general,122,9.5,Reinstate lapsed policy,follow_up_needed,Resolved on first call,3.0,False
-15997,2024-10-22 15:55:54,19926328877,2,Billing & Payments,4,billing,50,0.7,General coverage question,transferred,"Information provided, no action needed",2.0,False
-15998,2024-10-22 16:10:39,19910900493,0,Speak to Agent,5,general,282,11.2,Update address,follow_up_needed,Customer requested manager,3.0,False
-15999,2024-10-22 16:10:47,13326073604,0,Speak to Agent,6,general,195,7.4,Inquire about premium increase,follow_up_needed,Resolved on first call,2.0,False
-16000,2024-10-22 16:12:07,15256604505,0,Speak to Agent,5,general,51,9.0,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-16001,2024-10-22 16:12:36,18864783529,2,Billing & Payments,4,billing,4,6.4,Payment not processed,follow_up_needed,Payment processed successfully,3.0,False
-16002,2024-10-22 16:14:39,15043350154,0,Speak to Agent,5,general,160,4.5,Cancel policy,follow_up_needed,"Information provided, no action needed",1.0,False
-16003,2024-10-22 16:30:58,13810433397,0,Speak to Agent,6,general,84,12.3,Cancel policy,resolved,Policy updated per customer request,3.0,True
-16004,2024-10-22 16:38:54,12331796705,2,Billing & Payments,3,billing,67,3.9,Reinstate lapsed policy,follow_up_needed,"Information provided, no action needed",3.0,False
-16005,2024-10-22 16:59:32,12220827809,3,Policy Changes,6,general,250,0.0,Report accident,abandoned,Customer abandoned,,False
-16006,2024-10-22 17:37:44,14833372539,2,Billing & Payments,4,billing,67,3.4,Ask about discounts,resolved,Callback scheduled for tomorrow,3.0,True
-16007,2024-10-22 17:57:45,12620675035,3,Policy Changes,5,general,41,4.5,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-16008,2024-10-22 18:09:47,13423398533,0,Speak to Agent,6,general,131,4.3,Report accident,resolved,"Claim filed, reference number provided",2.0,True
-16009,2024-10-22 18:12:28,12038748407,1,Claims,2,claims,286,9.0,Update address,resolved,Transferred to supervisor,4.0,True
-16010,2024-10-22 18:59:32,12174092807,3,Policy Changes,5,general,221,3.2,Reinstate lapsed policy,transferred,Escalated to claims adjuster,3.0,False
-16011,2024-10-23 07:32:43,18590714946,0,Speak to Agent,6,general,105,9.0,Request ID cards,resolved,Policy updated per customer request,3.0,True
-16012,2024-10-23 07:44:50,17461104946,1,Claims,2,claims,147,5.0,Change coverage level,resolved,Customer requested manager,3.0,True
-16013,2024-10-23 07:50:16,16813711190,0,Speak to Agent,5,general,165,7.2,Request proof of insurance,transferred,Callback scheduled for tomorrow,3.0,False
-16014,2024-10-23 08:34:05,18937373605,3,Policy Changes,6,general,100,7.9,Update address,resolved,Customer disconnected before resolution,2.0,True
-16015,2024-10-23 08:55:37,15134455145,2,Billing & Payments,3,billing,128,2.3,Update payment method,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-16016,2024-10-23 08:59:52,14120767193,0,Speak to Agent,5,general,100,5.8,Ask about discounts,follow_up_needed,Escalated to claims adjuster,2.0,False
-16017,2024-10-23 09:11:26,18060900517,2,Billing & Payments,4,billing,48,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-16018,2024-10-23 09:17:10,19722496879,1,Claims,7,claims,120,5.0,Remove vehicle from policy,follow_up_needed,Transferred to supervisor,3.0,False
-16019,2024-10-23 09:17:30,18824082686,0,Speak to Agent,6,general,205,7.5,Change coverage level,resolved,"Claim filed, reference number provided",4.0,True
-16020,2024-10-23 09:26:54,15895286743,0,Speak to Agent,5,general,99,9.1,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-16021,2024-10-23 09:27:51,13292589334,4,New Quote,5,general,0,6.1,Request ID cards,follow_up_needed,Customer requested manager,4.0,False
-16022,2024-10-23 09:44:52,16828792000,0,Speak to Agent,5,general,131,3.4,Update payment method,resolved,"Information provided, no action needed",4.0,True
-16023,2024-10-23 10:01:35,17193602497,2,Billing & Payments,4,billing,267,0.5,Request ID cards,resolved,Customer requested manager,4.0,True
-16024,2024-10-23 10:03:59,12351952071,3,Policy Changes,6,general,162,5.9,Change coverage level,resolved,Customer requested manager,2.0,True
-16025,2024-10-23 10:16:25,18626801500,0,Speak to Agent,5,general,238,7.9,Change coverage level,transferred,Resolved on first call,3.0,False
-16026,2024-10-23 10:35:19,17807923180,3,Policy Changes,6,general,66,8.6,Complaint about service,transferred,Customer requested manager,1.0,False
-16027,2024-10-23 10:41:40,14346802609,3,Policy Changes,6,general,199,8.8,Update address,resolved,Policy updated per customer request,4.0,True
-16028,2024-10-23 10:52:51,16804665439,4,New Quote,5,general,260,5.3,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-16029,2024-10-23 10:54:38,17242617751,3,Policy Changes,5,general,0,4.2,Change coverage level,resolved,Transferred to supervisor,4.0,True
-16030,2024-10-23 11:03:19,12441422756,0,Speak to Agent,6,general,0,9.3,Change coverage level,resolved,Transferred to supervisor,5.0,True
-16031,2024-10-23 11:05:54,19778616619,2,Billing & Payments,8,billing,211,7.4,Claim status inquiry,follow_up_needed,Payment processed successfully,3.0,False
-16032,2024-10-23 11:23:05,12477901846,2,Billing & Payments,3,billing,55,2.3,General coverage question,resolved,Customer disconnected before resolution,2.0,True
-16033,2024-10-23 11:23:25,12460586621,2,Billing & Payments,8,billing,175,8.1,Reinstate lapsed policy,resolved,Policy updated per customer request,2.0,True
-16034,2024-10-23 11:27:51,18669818870,0,Speak to Agent,6,general,190,14.0,Cancel policy,resolved,Payment processed successfully,4.0,True
-16035,2024-10-23 11:28:18,19694908544,3,Policy Changes,5,general,120,5.5,Filing new auto claim,resolved,"Information provided, no action needed",4.0,True
-16036,2024-10-23 11:32:51,15428692778,3,Policy Changes,6,general,200,3.0,Reinstate lapsed policy,resolved,Customer requested manager,3.0,True
-16037,2024-10-23 11:39:08,19235164701,1,Claims,2,claims,197,5.3,Request payment plan,resolved,"Information provided, no action needed",4.0,True
-16038,2024-10-23 11:45:49,13230956834,4,New Quote,6,general,275,7.2,Update address,resolved,Customer requested manager,4.0,True
-16039,2024-10-23 12:01:28,13742698334,0,Speak to Agent,6,general,114,7.8,General coverage question,resolved,Payment processed successfully,4.0,True
-16040,2024-10-23 12:03:39,18335645919,1,Claims,7,claims,147,4.6,Report accident,follow_up_needed,Policy updated per customer request,3.0,False
-16041,2024-10-23 12:16:42,14732934089,0,Speak to Agent,5,general,0,9.3,Update address,resolved,Resolved on first call,3.0,True
-16042,2024-10-23 12:21:10,17547586325,1,Claims,7,claims,33,7.9,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-16043,2024-10-23 12:33:01,15013550509,0,Speak to Agent,6,general,202,9.0,Change coverage level,resolved,Callback scheduled for tomorrow,3.0,True
-16044,2024-10-23 12:36:57,15694579549,1,Claims,1,claims,96,5.4,Inquire about premium increase,resolved,Customer disconnected before resolution,3.0,True
-16045,2024-10-23 12:42:08,12348198706,0,Speak to Agent,5,general,0,5.3,Request proof of insurance,resolved,Payment processed successfully,4.0,True
-16046,2024-10-23 12:48:07,17958508441,4,New Quote,5,general,138,5.0,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-16047,2024-10-23 12:54:32,16692601311,3,Policy Changes,6,general,150,9.8,Claim status inquiry,resolved,Transferred to supervisor,5.0,True
-16048,2024-10-23 13:09:17,15252743413,1,Claims,1,claims,13,0.0,Request payment plan,abandoned,Customer abandoned,,False
-16049,2024-10-23 13:19:06,17360060796,3,Policy Changes,5,general,113,1.6,Change coverage level,resolved,Customer disconnected before resolution,5.0,True
-16050,2024-10-23 13:33:51,14639506525,4,New Quote,6,general,169,7.4,Inquire about premium increase,resolved,Callback scheduled for tomorrow,4.0,True
-16051,2024-10-23 14:16:14,14601103895,0,Speak to Agent,5,general,0,4.3,Request ID cards,resolved,Policy updated per customer request,4.0,True
-16052,2024-10-23 14:22:58,19989607222,1,Claims,2,claims,120,11.2,Payment not processed,follow_up_needed,Customer requested manager,5.0,False
-16053,2024-10-23 15:28:39,13171856316,3,Policy Changes,6,general,0,8.0,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-16054,2024-10-23 15:32:46,15550387151,0,Speak to Agent,5,general,0,5.8,Report accident,resolved,Payment processed successfully,5.0,True
-16055,2024-10-23 15:33:02,15490511207,1,Claims,7,claims,177,5.6,Remove vehicle from policy,transferred,Resolved on first call,2.0,False
-16056,2024-10-23 15:40:21,17154442645,4,New Quote,5,general,217,3.6,Claim status inquiry,resolved,Customer disconnected before resolution,4.0,True
-16057,2024-10-23 15:48:29,17258328199,1,Claims,1,claims,206,4.0,Complaint about service,resolved,Escalated to claims adjuster,4.0,True
-16058,2024-10-23 15:50:12,13276139367,1,Claims,2,claims,91,8.6,Filing new auto claim,follow_up_needed,Resolved on first call,2.0,False
-16059,2024-10-23 15:59:18,13737061999,4,New Quote,5,general,44,4.1,Request payment plan,transferred,Policy updated per customer request,4.0,False
-16060,2024-10-23 16:02:34,13372927932,4,New Quote,6,general,43,9.4,Report accident,resolved,Customer disconnected before resolution,4.0,True
-16061,2024-10-23 16:30:23,17957553698,2,Billing & Payments,4,billing,0,8.7,Request proof of insurance,resolved,Resolved on first call,4.0,True
-16062,2024-10-23 16:51:48,14866889047,2,Billing & Payments,4,billing,98,3.9,General coverage question,resolved,Callback scheduled for tomorrow,3.0,True
-16063,2024-10-23 17:07:23,14929712187,3,Policy Changes,5,general,27,6.7,Report accident,follow_up_needed,Policy updated per customer request,2.0,False
-16064,2024-10-23 17:36:31,14116063849,3,Policy Changes,6,general,157,8.8,Request payment plan,resolved,Resolved on first call,5.0,True
-16065,2024-10-23 17:48:29,19172352617,0,Speak to Agent,6,general,51,0.0,Complaint about service,abandoned,Customer abandoned,,False
-16066,2024-10-23 18:27:32,18672099220,2,Billing & Payments,3,billing,162,3.4,Inquire about premium increase,resolved,Escalated to claims adjuster,3.0,True
-16067,2024-10-23 18:29:08,12842548623,4,New Quote,5,general,55,8.4,Update address,resolved,Callback scheduled for tomorrow,5.0,True
-16068,2024-10-23 18:34:15,12051616559,1,Claims,7,claims,38,9.6,Report accident,transferred,Policy updated per customer request,3.0,False
-16069,2024-10-23 18:34:26,19316950675,3,Policy Changes,5,general,186,3.6,Claim status inquiry,follow_up_needed,Transferred to supervisor,2.0,False
-16070,2024-10-23 18:39:39,15923724395,0,Speak to Agent,5,general,152,3.9,Request payment plan,transferred,Payment processed successfully,3.0,False
-16071,2024-10-23 18:44:06,19939265989,4,New Quote,6,general,67,9.4,Ask about deductible,resolved,Transferred to supervisor,5.0,True
-16072,2024-10-23 18:56:27,14198457440,1,Claims,7,claims,0,1.5,Filing new auto claim,follow_up_needed,Customer requested manager,4.0,False
-16073,2024-10-23 18:58:59,13045224248,1,Claims,7,claims,16,5.5,Inquire about premium increase,resolved,Transferred to supervisor,2.0,True
-16074,2024-10-24 07:09:27,19336480949,4,New Quote,5,general,85,8.2,Request ID cards,resolved,Policy updated per customer request,3.0,True
-16075,2024-10-24 07:12:12,13498651750,2,Billing & Payments,4,billing,77,4.2,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-16076,2024-10-24 07:50:01,17688891382,3,Policy Changes,6,general,128,10.8,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,5.0,True
-16077,2024-10-24 08:42:58,15161090334,4,New Quote,5,general,168,6.2,Update address,resolved,"Claim filed, reference number provided",3.0,True
-16078,2024-10-24 09:07:27,13283781172,4,New Quote,5,general,237,9.5,Change coverage level,transferred,Transferred to supervisor,3.0,False
-16079,2024-10-24 09:12:44,15313947312,2,Billing & Payments,3,billing,9,0.0,Payment not processed,abandoned,Customer abandoned,,False
-16080,2024-10-24 09:16:49,15242064421,1,Claims,1,claims,214,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-16081,2024-10-24 09:29:53,14446266603,0,Speak to Agent,5,general,75,5.1,General coverage question,resolved,"Claim filed, reference number provided",5.0,True
-16082,2024-10-24 09:30:13,17656512352,4,New Quote,6,general,76,5.3,Complaint about service,follow_up_needed,"Information provided, no action needed",4.0,False
-16083,2024-10-24 09:31:11,16858003693,2,Billing & Payments,3,billing,65,1.8,Cancel policy,resolved,Customer disconnected before resolution,3.0,True
-16084,2024-10-24 09:42:29,16786194856,2,Billing & Payments,4,billing,190,5.5,Complaint about service,follow_up_needed,"Information provided, no action needed",1.0,False
-16085,2024-10-24 09:46:23,19436099243,4,New Quote,6,general,95,9.7,Filing new auto claim,resolved,"Information provided, no action needed",4.0,True
-16086,2024-10-24 09:50:41,17222642901,0,Speak to Agent,6,general,69,11.8,Update address,follow_up_needed,"Information provided, no action needed",4.0,False
-16087,2024-10-24 09:53:49,18200057782,2,Billing & Payments,3,billing,0,6.1,Request payment plan,resolved,Policy updated per customer request,5.0,True
-16088,2024-10-24 09:56:46,13569762387,3,Policy Changes,5,general,1,8.4,Ask about deductible,follow_up_needed,Transferred to supervisor,4.0,False
-16089,2024-10-24 09:59:08,17041176923,0,Speak to Agent,6,general,168,8.0,Cancel policy,resolved,Transferred to supervisor,3.0,True
-16090,2024-10-24 10:25:29,14880068850,1,Claims,1,claims,174,8.6,Request proof of insurance,resolved,Policy updated per customer request,3.0,True
-16091,2024-10-24 10:38:14,18986950557,3,Policy Changes,5,general,113,7.4,Cancel policy,transferred,"Information provided, no action needed",2.0,False
-16092,2024-10-24 10:42:31,17943806325,3,Policy Changes,5,general,185,10.2,Complaint about service,resolved,Customer requested manager,3.0,True
-16093,2024-10-24 10:43:34,19424234910,0,Speak to Agent,6,general,74,4.8,Complaint about service,resolved,Policy updated per customer request,5.0,True
-16094,2024-10-24 10:57:28,13559873605,3,Policy Changes,5,general,4,5.4,Ask about discounts,follow_up_needed,"Claim filed, reference number provided",4.0,False
-16095,2024-10-24 11:06:37,17847512143,3,Policy Changes,6,general,152,11.9,Report accident,transferred,Callback scheduled for tomorrow,2.0,False
-16096,2024-10-24 11:21:07,13479947682,0,Speak to Agent,5,general,0,5.2,Request proof of insurance,transferred,Policy updated per customer request,1.0,False
-16097,2024-10-24 11:21:10,15331684904,1,Claims,2,claims,53,6.1,Cancel policy,resolved,Callback scheduled for tomorrow,4.0,True
-16098,2024-10-24 11:21:35,17411588799,0,Speak to Agent,5,general,147,2.5,Add driver to policy,resolved,"Claim filed, reference number provided",5.0,True
-16099,2024-10-24 11:24:28,18566286606,0,Speak to Agent,6,general,107,9.9,Request payment plan,follow_up_needed,Payment processed successfully,5.0,False
-16100,2024-10-24 11:39:36,12714434375,2,Billing & Payments,8,billing,282,2.4,Payment not processed,resolved,Transferred to supervisor,4.0,True
-16101,2024-10-24 11:53:11,13949210270,3,Policy Changes,6,general,261,8.8,Add driver to policy,follow_up_needed,Customer requested manager,3.0,False
-16102,2024-10-24 11:59:49,17840794246,2,Billing & Payments,3,billing,228,6.9,Add driver to policy,follow_up_needed,Resolved on first call,3.0,False
-16103,2024-10-24 11:59:57,15109634802,3,Policy Changes,6,general,100,8.6,General coverage question,follow_up_needed,"Information provided, no action needed",3.0,False
-16104,2024-10-24 12:04:36,12378888947,3,Policy Changes,6,general,216,8.9,Inquire about premium increase,resolved,"Claim filed, reference number provided",2.0,True
-16105,2024-10-24 12:10:07,15662425656,3,Policy Changes,5,general,147,3.1,Update address,resolved,"Claim filed, reference number provided",3.0,True
-16106,2024-10-24 13:16:42,16839240970,1,Claims,7,claims,165,6.4,Add driver to policy,follow_up_needed,Policy updated per customer request,2.0,False
-16107,2024-10-24 13:56:23,14642837403,1,Claims,1,claims,145,3.0,Filing new auto claim,follow_up_needed,"Claim filed, reference number provided",5.0,False
-16108,2024-10-24 14:02:21,18469042968,3,Policy Changes,6,general,252,6.1,Add driver to policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-16109,2024-10-24 14:17:37,19273906468,4,New Quote,5,general,177,6.2,Inquire about premium increase,resolved,Transferred to supervisor,3.0,True
-16110,2024-10-24 14:44:02,17034134225,3,Policy Changes,6,general,83,11.7,Cancel policy,resolved,Customer requested manager,5.0,True
-16111,2024-10-24 15:07:14,19786963244,1,Claims,2,claims,185,11.0,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-16112,2024-10-24 15:19:40,17869095144,4,New Quote,5,general,0,0.0,Update payment method,abandoned,Customer abandoned,,False
-16113,2024-10-24 15:31:27,14320382757,2,Billing & Payments,3,billing,0,4.6,Inquire about premium increase,resolved,Resolved on first call,5.0,True
-16114,2024-10-24 15:39:34,14987983778,1,Claims,2,claims,92,1.7,Ask about deductible,follow_up_needed,Transferred to supervisor,3.0,False
-16115,2024-10-24 16:02:36,15174845690,0,Speak to Agent,6,general,0,9.8,Request ID cards,resolved,Customer requested manager,2.0,True
-16116,2024-10-24 16:09:22,19196633960,0,Speak to Agent,5,general,259,7.1,Ask about deductible,follow_up_needed,Payment processed successfully,3.0,False
-16117,2024-10-24 16:14:37,18135218153,1,Claims,2,claims,126,8.7,Ask about deductible,resolved,Resolved on first call,3.0,True
-16118,2024-10-24 16:31:37,15171269112,1,Claims,1,claims,317,3.9,Add driver to policy,resolved,Resolved on first call,4.0,True
-16119,2024-10-24 16:41:34,15612276455,3,Policy Changes,5,general,265,7.5,Reinstate lapsed policy,transferred,Callback scheduled for tomorrow,3.0,False
-16120,2024-10-24 16:57:50,18457324554,4,New Quote,6,general,167,0.0,Request payment plan,abandoned,Customer abandoned,,False
-16121,2024-10-24 17:25:40,19945268771,3,Policy Changes,6,general,104,8.0,Report accident,transferred,"Information provided, no action needed",5.0,False
-16122,2024-10-24 17:34:47,16087559729,0,Speak to Agent,5,general,177,6.5,Claim status inquiry,resolved,Callback scheduled for tomorrow,3.0,True
-16123,2024-10-24 18:18:02,12416836285,1,Claims,1,claims,30,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-16124,2024-10-24 18:40:16,14373274859,0,Speak to Agent,5,general,24,3.7,Ask about discounts,resolved,Payment processed successfully,3.0,True
-16125,2024-10-25 07:07:12,17594168892,2,Billing & Payments,8,billing,262,5.9,Cancel policy,resolved,"Information provided, no action needed",5.0,True
-16126,2024-10-25 07:52:10,15367981024,2,Billing & Payments,3,billing,177,4.1,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-16127,2024-10-25 08:06:52,18849143708,2,Billing & Payments,8,billing,184,4.0,Dispute claim denial,resolved,Payment processed successfully,4.0,True
-16128,2024-10-25 08:11:07,16832446340,0,Speak to Agent,6,general,0,8.2,Add driver to policy,resolved,"Claim filed, reference number provided",5.0,True
-16129,2024-10-25 08:15:03,16053139251,0,Speak to Agent,5,general,47,2.2,General coverage question,transferred,"Information provided, no action needed",3.0,False
-16130,2024-10-25 09:12:20,13221549547,4,New Quote,6,general,101,12.7,Claim status inquiry,resolved,Resolved on first call,3.0,True
-16131,2024-10-25 09:25:04,16355693938,1,Claims,1,claims,221,5.6,Claim status inquiry,resolved,Resolved on first call,2.0,True
-16132,2024-10-25 09:43:39,12638710858,3,Policy Changes,5,general,100,6.5,Dispute claim denial,resolved,"Information provided, no action needed",3.0,True
-16133,2024-10-25 09:44:07,16314322261,0,Speak to Agent,5,general,0,6.3,Inquire about premium increase,resolved,"Claim filed, reference number provided",2.0,True
-16134,2024-10-25 09:44:35,15118966410,1,Claims,2,claims,118,4.9,Complaint about service,transferred,Callback scheduled for tomorrow,4.0,False
-16135,2024-10-25 09:50:04,18178823900,2,Billing & Payments,4,billing,214,4.2,Payment not processed,resolved,Transferred to supervisor,4.0,True
-16136,2024-10-25 10:07:43,19722303546,3,Policy Changes,5,general,230,2.6,Request payment plan,follow_up_needed,"Claim filed, reference number provided",4.0,False
-16137,2024-10-25 10:19:46,15858050778,3,Policy Changes,6,general,174,7.1,Ask about deductible,resolved,Customer requested manager,3.0,True
-16138,2024-10-25 10:59:25,15228737839,4,New Quote,5,general,200,0.9,Dispute claim denial,resolved,Transferred to supervisor,3.0,True
-16139,2024-10-25 11:04:36,17561021715,4,New Quote,5,general,0,0.0,Cancel policy,abandoned,Customer abandoned,,False
-16140,2024-10-25 11:10:42,18056637413,0,Speak to Agent,6,general,54,11.8,Cancel policy,resolved,Policy updated per customer request,3.0,True
-16141,2024-10-25 11:11:50,14275423565,2,Billing & Payments,4,billing,17,6.8,Payment not processed,resolved,Payment processed successfully,4.0,True
-16142,2024-10-25 11:11:58,13224692839,4,New Quote,6,general,116,7.8,Update address,transferred,Policy updated per customer request,3.0,False
-16143,2024-10-25 11:12:49,13605277488,2,Billing & Payments,8,billing,224,7.4,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-16144,2024-10-25 11:16:51,15080173912,2,Billing & Payments,3,billing,101,11.1,Ask about discounts,follow_up_needed,Payment processed successfully,3.0,False
-16145,2024-10-25 11:34:21,17297303551,0,Speak to Agent,5,general,169,4.8,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,3.0,False
-16146,2024-10-25 11:37:36,19675265227,1,Claims,7,claims,172,12.4,Change coverage level,resolved,Transferred to supervisor,3.0,True
-16147,2024-10-25 11:44:41,18036216901,3,Policy Changes,5,general,87,0.0,Update address,abandoned,Customer abandoned,,False
-16148,2024-10-25 12:03:31,12495313207,0,Speak to Agent,6,general,37,9.7,Ask about discounts,resolved,"Claim filed, reference number provided",5.0,True
-16149,2024-10-25 12:30:02,18859497612,1,Claims,2,claims,98,9.6,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-16150,2024-10-25 12:37:02,12906737720,4,New Quote,5,general,75,6.8,Filing new auto claim,resolved,Payment processed successfully,5.0,True
-16151,2024-10-25 12:50:37,18026758241,2,Billing & Payments,3,billing,64,7.7,Reinstate lapsed policy,resolved,Resolved on first call,4.0,True
-16152,2024-10-25 13:02:54,17381214338,1,Claims,1,claims,110,5.7,Dispute claim denial,follow_up_needed,Transferred to supervisor,2.0,False
-16153,2024-10-25 13:07:11,14218616640,3,Policy Changes,6,general,70,8.9,Change coverage level,resolved,Callback scheduled for tomorrow,5.0,True
-16154,2024-10-25 13:07:12,16201317958,1,Claims,7,claims,79,8.4,Inquire about premium increase,resolved,Customer requested manager,4.0,True
-16155,2024-10-25 13:22:02,18637558796,0,Speak to Agent,6,general,0,10.4,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-16156,2024-10-25 13:43:52,12742425389,2,Billing & Payments,3,billing,65,7.3,Payment not processed,resolved,"Claim filed, reference number provided",5.0,True
-16157,2024-10-25 13:49:32,18721905405,4,New Quote,6,general,197,9.5,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-16158,2024-10-25 14:05:05,16167359467,1,Claims,1,claims,97,5.7,Ask about deductible,follow_up_needed,Escalated to claims adjuster,4.0,False
-16159,2024-10-25 14:21:54,12920098817,3,Policy Changes,6,general,221,12.0,Report accident,resolved,"Information provided, no action needed",4.0,True
-16160,2024-10-25 14:47:14,12562390875,4,New Quote,6,general,101,8.4,General coverage question,resolved,Payment processed successfully,5.0,True
-16161,2024-10-25 15:17:04,18369412225,0,Speak to Agent,6,general,67,6.6,General coverage question,resolved,"Claim filed, reference number provided",5.0,True
-16162,2024-10-25 15:17:24,14889693385,2,Billing & Payments,8,billing,141,9.1,Payment not processed,resolved,Payment processed successfully,3.0,True
-16163,2024-10-25 15:42:11,19583739393,2,Billing & Payments,3,billing,140,4.6,Ask about deductible,follow_up_needed,Customer disconnected before resolution,2.0,False
-16164,2024-10-25 15:46:35,13984985607,4,New Quote,6,general,130,7.5,Change coverage level,resolved,Customer requested manager,2.0,True
-16165,2024-10-25 16:13:58,17426198478,3,Policy Changes,5,general,43,6.8,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-16166,2024-10-25 16:24:34,18336286562,0,Speak to Agent,5,general,192,4.3,Add driver to policy,follow_up_needed,Resolved on first call,2.0,False
-16167,2024-10-25 16:36:29,19202460336,0,Speak to Agent,5,general,159,6.2,Remove vehicle from policy,resolved,"Information provided, no action needed",2.0,True
-16168,2024-10-25 16:40:00,18473644034,3,Policy Changes,6,general,145,6.0,Report accident,resolved,"Information provided, no action needed",4.0,True
-16169,2024-10-25 16:50:34,12397752456,2,Billing & Payments,8,billing,51,5.5,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-16170,2024-10-25 17:11:57,14409082200,1,Claims,7,claims,0,5.4,Dispute claim denial,resolved,Policy updated per customer request,5.0,True
-16171,2024-10-25 17:38:42,19548293574,1,Claims,1,claims,71,8.6,Request ID cards,resolved,Callback scheduled for tomorrow,3.0,True
-16172,2024-10-25 17:52:35,14167003086,2,Billing & Payments,8,billing,148,0.0,General coverage question,abandoned,Customer abandoned,,False
-16173,2024-10-26 09:08:27,16484187969,0,Speak to Agent,6,general,0,4.7,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-16174,2024-10-26 09:14:49,19278776752,1,Claims,2,claims,216,10.7,Cancel policy,resolved,Resolved on first call,2.0,True
-16175,2024-10-26 09:43:48,19787595597,2,Billing & Payments,8,billing,55,3.2,Request proof of insurance,follow_up_needed,"Information provided, no action needed",5.0,False
-16176,2024-10-26 10:10:21,12387286248,1,Claims,2,claims,102,6.9,Filing new auto claim,resolved,"Claim filed, reference number provided",3.0,True
-16177,2024-10-26 10:20:49,16248907507,3,Policy Changes,5,general,211,0.8,Complaint about service,resolved,Payment processed successfully,4.0,True
-16178,2024-10-26 10:25:37,15738110707,0,Speak to Agent,5,general,115,4.7,Remove vehicle from policy,resolved,"Information provided, no action needed",3.0,True
-16179,2024-10-26 10:36:56,12868981801,3,Policy Changes,6,general,83,6.4,Update address,resolved,Resolved on first call,3.0,True
-16180,2024-10-26 11:01:16,16135619724,0,Speak to Agent,6,general,180,9.2,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-16181,2024-10-26 11:10:51,19312892540,0,Speak to Agent,6,general,146,5.8,Request payment plan,follow_up_needed,Customer disconnected before resolution,3.0,False
-16182,2024-10-26 11:13:36,18642893219,2,Billing & Payments,8,billing,58,4.9,Inquire about premium increase,resolved,"Claim filed, reference number provided",4.0,True
-16183,2024-10-26 11:14:13,19567139306,2,Billing & Payments,4,billing,284,2.1,Request ID cards,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-16184,2024-10-26 11:14:39,16649581038,3,Policy Changes,5,general,123,7.2,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-16185,2024-10-26 11:16:37,13797684270,2,Billing & Payments,8,billing,24,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-16186,2024-10-26 11:19:24,19165136160,0,Speak to Agent,5,general,134,7.7,Claim status inquiry,resolved,"Claim filed, reference number provided",4.0,True
-16187,2024-10-26 11:21:15,16185992152,3,Policy Changes,5,general,90,4.3,Request ID cards,transferred,Callback scheduled for tomorrow,2.0,False
-16188,2024-10-26 11:48:03,14780252329,2,Billing & Payments,8,billing,56,4.1,Report accident,resolved,Escalated to claims adjuster,5.0,True
-16189,2024-10-26 12:06:44,12105088177,3,Policy Changes,6,general,190,9.3,Report accident,resolved,Escalated to claims adjuster,4.0,True
-16190,2024-10-26 12:12:35,14723743030,2,Billing & Payments,4,billing,70,6.8,Add driver to policy,transferred,Customer requested manager,2.0,False
-16191,2024-10-26 12:16:44,13723606059,2,Billing & Payments,4,billing,269,4.4,Change coverage level,resolved,Payment processed successfully,4.0,True
-16192,2024-10-26 12:27:43,17044422213,2,Billing & Payments,3,billing,81,3.0,Request payment plan,resolved,Customer disconnected before resolution,3.0,True
-16193,2024-10-26 12:32:26,19119606458,0,Speak to Agent,5,general,63,6.3,Change coverage level,resolved,"Information provided, no action needed",3.0,True
-16194,2024-10-28 07:02:00,17418610715,4,New Quote,5,general,41,6.9,Request payment plan,resolved,Customer disconnected before resolution,5.0,True
-16195,2024-10-28 07:10:21,15454018644,0,Speak to Agent,5,general,570,6.6,Ask about discounts,follow_up_needed,"Claim filed, reference number provided",4.0,False
-16196,2024-10-28 07:18:34,18751162661,3,Policy Changes,6,general,49,4.0,Update address,resolved,Callback scheduled for tomorrow,2.0,True
-16197,2024-10-28 07:38:23,14373297068,4,New Quote,6,general,70,10.4,General coverage question,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-16198,2024-10-28 08:06:30,12846946662,1,Claims,7,claims,105,4.8,Request ID cards,resolved,Customer requested manager,3.0,True
-16199,2024-10-28 08:11:51,15352199961,4,New Quote,5,general,51,4.9,Payment not processed,resolved,"Claim filed, reference number provided",3.0,True
-16200,2024-10-28 08:23:54,13404674083,2,Billing & Payments,3,billing,49,1.0,Add driver to policy,resolved,"Claim filed, reference number provided",4.0,True
-16201,2024-10-28 08:25:06,14251339420,0,Speak to Agent,6,general,38,7.1,Dispute claim denial,transferred,Policy updated per customer request,2.0,False
-16202,2024-10-28 08:38:33,15447733189,3,Policy Changes,5,general,125,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-16203,2024-10-28 08:42:56,17767596988,1,Claims,1,claims,121,7.1,Complaint about service,resolved,Resolved on first call,3.0,True
-16204,2024-10-28 09:02:14,13810267299,4,New Quote,5,general,213,2.1,Ask about discounts,follow_up_needed,Policy updated per customer request,1.0,False
-16205,2024-10-28 09:14:29,14896305068,3,Policy Changes,6,general,11,6.8,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-16206,2024-10-28 09:22:10,12590269099,2,Billing & Payments,3,billing,179,8.1,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-16207,2024-10-28 09:22:14,19836952957,1,Claims,2,claims,47,8.0,Claim status inquiry,resolved,Resolved on first call,4.0,True
-16208,2024-10-28 09:22:49,18400881365,1,Claims,7,claims,222,1.3,Add driver to policy,resolved,"Claim filed, reference number provided",4.0,True
-16209,2024-10-28 09:23:27,14611169855,4,New Quote,5,general,88,6.5,Report accident,resolved,Escalated to claims adjuster,4.0,True
-16210,2024-10-28 09:23:28,17441016887,1,Claims,1,claims,273,6.7,Claim status inquiry,resolved,Transferred to supervisor,5.0,True
-16211,2024-10-28 09:40:12,15493239309,4,New Quote,5,general,172,12.1,Inquire about premium increase,resolved,Resolved on first call,2.0,True
-16212,2024-10-28 09:41:36,12963365795,1,Claims,7,claims,89,8.2,Update address,resolved,Policy updated per customer request,2.0,True
-16213,2024-10-28 09:47:24,16105885993,1,Claims,1,claims,98,4.8,Payment not processed,follow_up_needed,Policy updated per customer request,2.0,False
-16214,2024-10-28 09:54:12,17179807296,1,Claims,2,claims,219,7.4,Request ID cards,resolved,Customer requested manager,4.0,True
-16215,2024-10-28 10:14:54,19725545990,1,Claims,2,claims,53,8.2,Payment not processed,resolved,Escalated to claims adjuster,5.0,True
-16216,2024-10-28 10:24:26,17462552178,4,New Quote,6,general,195,11.0,Add driver to policy,follow_up_needed,Transferred to supervisor,2.0,False
-16217,2024-10-28 10:30:44,16212030393,0,Speak to Agent,6,general,93,0.0,Update payment method,abandoned,Customer abandoned,,False
-16218,2024-10-28 10:32:22,14388735099,0,Speak to Agent,6,general,65,7.0,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-16219,2024-10-28 10:33:51,19991235908,0,Speak to Agent,6,general,106,4.3,Reinstate lapsed policy,follow_up_needed,Resolved on first call,4.0,False
-16220,2024-10-28 10:36:27,12133426908,4,New Quote,5,general,162,5.5,Change coverage level,transferred,Payment processed successfully,5.0,False
-16221,2024-10-28 10:40:37,18418855540,4,New Quote,5,general,201,3.2,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-16222,2024-10-28 10:46:23,13030712929,2,Billing & Payments,3,billing,249,6.0,Reinstate lapsed policy,resolved,Transferred to supervisor,4.0,True
-16223,2024-10-28 11:00:40,13308085395,4,New Quote,6,general,59,6.2,Reinstate lapsed policy,resolved,Resolved on first call,4.0,True
-16224,2024-10-28 11:13:52,19078277027,3,Policy Changes,6,general,0,11.5,Change coverage level,follow_up_needed,Resolved on first call,2.0,False
-16225,2024-10-28 11:27:55,15995747076,4,New Quote,6,general,70,7.1,Update payment method,follow_up_needed,Customer disconnected before resolution,5.0,False
-16226,2024-10-28 11:28:14,16443005565,1,Claims,7,claims,108,4.9,Inquire about premium increase,resolved,"Claim filed, reference number provided",4.0,True
-16227,2024-10-28 11:42:32,16882217549,3,Policy Changes,5,general,180,6.5,Request payment plan,transferred,Customer requested manager,2.0,False
-16228,2024-10-28 11:56:40,19900506658,4,New Quote,6,general,168,8.8,Ask about deductible,follow_up_needed,Customer disconnected before resolution,3.0,False
-16229,2024-10-28 12:05:01,13774295429,0,Speak to Agent,6,general,61,8.6,Reinstate lapsed policy,resolved,Customer requested manager,5.0,True
-16230,2024-10-28 12:34:21,12710463961,0,Speak to Agent,5,general,0,5.3,Claim status inquiry,resolved,"Claim filed, reference number provided",4.0,True
-16231,2024-10-28 12:36:43,13125724502,2,Billing & Payments,8,billing,293,2.1,Request payment plan,follow_up_needed,"Claim filed, reference number provided",3.0,False
-16232,2024-10-28 12:56:25,19574504961,3,Policy Changes,6,general,211,13.9,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-16233,2024-10-28 13:35:51,12570173122,3,Policy Changes,6,general,146,9.5,Inquire about premium increase,transferred,Payment processed successfully,5.0,False
-16234,2024-10-28 13:47:18,12015255062,0,Speak to Agent,5,general,148,7.2,Complaint about service,follow_up_needed,"Claim filed, reference number provided",5.0,False
-16235,2024-10-28 14:20:08,12379098067,2,Billing & Payments,4,billing,169,5.7,Request proof of insurance,resolved,Resolved on first call,5.0,True
-16236,2024-10-28 14:21:10,14621159126,0,Speak to Agent,6,general,62,10.8,Filing new auto claim,transferred,Resolved on first call,3.0,False
-16237,2024-10-28 14:36:59,18817680462,1,Claims,2,claims,202,6.4,General coverage question,resolved,Transferred to supervisor,4.0,True
-16238,2024-10-28 14:40:23,18965064864,2,Billing & Payments,3,billing,44,9.8,Inquire about premium increase,resolved,"Claim filed, reference number provided",2.0,True
-16239,2024-10-28 14:59:04,17092424079,1,Claims,7,claims,65,4.7,Complaint about service,resolved,"Claim filed, reference number provided",5.0,True
-16240,2024-10-28 15:16:28,13212498037,1,Claims,2,claims,270,5.7,General coverage question,resolved,Resolved on first call,4.0,True
-16241,2024-10-28 15:32:48,15092816198,0,Speak to Agent,6,general,185,9.7,Report accident,follow_up_needed,Resolved on first call,2.0,False
-16242,2024-10-28 15:34:27,12981538094,1,Claims,7,claims,158,4.2,Request ID cards,transferred,Transferred to supervisor,2.0,False
-16243,2024-10-28 15:43:44,14001664883,4,New Quote,5,general,175,4.8,Update address,resolved,Payment processed successfully,5.0,True
-16244,2024-10-28 15:44:44,19487367388,4,New Quote,5,general,205,4.6,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-16245,2024-10-28 15:46:45,12836496318,4,New Quote,6,general,232,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-16246,2024-10-28 15:48:07,17855232028,2,Billing & Payments,3,billing,85,2.7,Request ID cards,follow_up_needed,"Information provided, no action needed",4.0,False
-16247,2024-10-28 15:53:01,16429114773,0,Speak to Agent,5,general,63,4.9,Reinstate lapsed policy,resolved,Transferred to supervisor,5.0,True
-16248,2024-10-28 15:56:14,12979713738,2,Billing & Payments,8,billing,182,7.2,Update payment method,follow_up_needed,Escalated to claims adjuster,2.0,False
-16249,2024-10-28 16:09:39,16583206184,2,Billing & Payments,8,billing,38,6.4,General coverage question,follow_up_needed,Policy updated per customer request,2.0,False
-16250,2024-10-28 16:13:59,19143816185,4,New Quote,5,general,119,7.0,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-16251,2024-10-28 16:21:32,14725789662,3,Policy Changes,5,general,102,7.1,Update payment method,transferred,"Information provided, no action needed",3.0,False
-16252,2024-10-28 16:49:09,15777034742,1,Claims,1,claims,100,6.6,Request payment plan,follow_up_needed,Payment processed successfully,2.0,False
-16253,2024-10-28 16:52:01,14511324869,3,Policy Changes,6,general,96,5.9,Claim status inquiry,resolved,"Information provided, no action needed",3.0,True
-16254,2024-10-28 16:53:05,19469562809,3,Policy Changes,5,general,70,4.4,Update payment method,transferred,Customer requested manager,3.0,False
-16255,2024-10-28 17:02:27,17835174986,1,Claims,2,claims,0,9.6,Claim status inquiry,resolved,Escalated to claims adjuster,3.0,True
-16256,2024-10-28 17:14:53,12353432072,4,New Quote,5,general,108,7.2,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-16257,2024-10-28 17:23:25,19309920452,2,Billing & Payments,3,billing,0,4.1,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,2.0,False
-16258,2024-10-28 17:25:22,15612511785,0,Speak to Agent,5,general,214,7.1,Update address,resolved,Resolved on first call,5.0,True
-16259,2024-10-28 17:28:49,12307071747,1,Claims,2,claims,253,8.4,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-16260,2024-10-28 17:32:50,19391506570,3,Policy Changes,5,general,78,0.0,Complaint about service,abandoned,Customer abandoned,,False
-16261,2024-10-28 17:36:25,18490191623,1,Claims,1,claims,26,7.9,General coverage question,resolved,Escalated to claims adjuster,2.0,True
-16262,2024-10-28 17:59:56,19300887276,3,Policy Changes,5,general,301,3.6,Request proof of insurance,resolved,Customer requested manager,4.0,True
-16263,2024-10-28 18:04:01,15712717101,1,Claims,2,claims,114,8.9,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-16264,2024-10-28 18:10:41,15150042592,2,Billing & Payments,8,billing,151,4.7,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-16265,2024-10-28 18:34:43,16046564633,2,Billing & Payments,8,billing,0,1.6,General coverage question,resolved,Payment processed successfully,3.0,True
-16266,2024-10-28 18:54:59,15545285840,1,Claims,7,claims,56,6.6,Report accident,resolved,"Information provided, no action needed",2.0,True
-16267,2024-10-28 18:55:43,15400871202,1,Claims,1,claims,148,3.2,Ask about deductible,resolved,Transferred to supervisor,3.0,True
-16268,2024-10-29 07:00:33,12746688799,1,Claims,1,claims,40,4.7,Update payment method,follow_up_needed,Transferred to supervisor,1.0,False
-16269,2024-10-29 07:13:58,18651785218,3,Policy Changes,5,general,62,0.5,Claim status inquiry,transferred,Policy updated per customer request,3.0,False
-16270,2024-10-29 07:25:59,18316179172,4,New Quote,5,general,68,5.6,Update payment method,follow_up_needed,Resolved on first call,2.0,False
-16271,2024-10-29 07:27:53,18296537381,4,New Quote,6,general,150,11.4,Add driver to policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-16272,2024-10-29 07:51:55,12459193006,4,New Quote,5,general,228,5.3,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-16273,2024-10-29 08:51:09,18387750186,1,Claims,7,claims,95,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-16274,2024-10-29 08:55:02,17530371722,1,Claims,7,claims,154,0.6,Claim status inquiry,resolved,Policy updated per customer request,4.0,True
-16275,2024-10-29 09:01:07,16082126196,1,Claims,2,claims,129,9.5,Remove vehicle from policy,resolved,Policy updated per customer request,5.0,True
-16276,2024-10-29 09:06:51,16992580927,4,New Quote,6,general,73,10.7,Filing new auto claim,resolved,Callback scheduled for tomorrow,3.0,True
-16277,2024-10-29 09:09:31,18633269522,3,Policy Changes,5,general,110,8.8,Complaint about service,follow_up_needed,Customer requested manager,5.0,False
-16278,2024-10-29 09:09:59,15180319293,1,Claims,1,claims,100,4.1,Claim status inquiry,resolved,Policy updated per customer request,2.0,True
-16279,2024-10-29 09:22:23,12349080892,4,New Quote,5,general,26,0.5,Dispute claim denial,follow_up_needed,"Information provided, no action needed",4.0,False
-16280,2024-10-29 09:25:02,17018802480,0,Speak to Agent,6,general,176,12.9,Cancel policy,resolved,Escalated to claims adjuster,5.0,True
-16281,2024-10-29 09:44:58,17742237749,0,Speak to Agent,5,general,35,0.0,Update payment method,abandoned,Customer abandoned,,False
-16282,2024-10-29 09:45:36,18736763323,3,Policy Changes,6,general,56,9.5,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-16283,2024-10-29 10:11:32,16661655125,3,Policy Changes,6,general,5,11.6,Ask about deductible,transferred,"Information provided, no action needed",1.0,False
-16284,2024-10-29 10:13:09,15040154735,1,Claims,1,claims,166,7.4,Report accident,resolved,"Claim filed, reference number provided",5.0,True
-16285,2024-10-29 10:18:00,15143912241,1,Claims,7,claims,23,10.2,Payment not processed,resolved,Customer requested manager,4.0,True
-16286,2024-10-29 10:23:57,15628768857,1,Claims,7,claims,121,3.6,Remove vehicle from policy,transferred,Transferred to supervisor,3.0,False
-16287,2024-10-29 10:29:46,18763314632,0,Speak to Agent,5,general,253,3.4,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",4.0,False
-16288,2024-10-29 10:32:37,18162201453,0,Speak to Agent,6,general,295,7.3,Claim status inquiry,resolved,Customer disconnected before resolution,5.0,True
-16289,2024-10-29 10:39:08,19411294600,0,Speak to Agent,5,general,107,4.7,Filing new auto claim,resolved,Payment processed successfully,4.0,True
-16290,2024-10-29 11:11:57,14159299185,4,New Quote,5,general,132,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-16291,2024-10-29 11:20:25,18628594224,0,Speak to Agent,5,general,103,4.3,Cancel policy,resolved,"Claim filed, reference number provided",5.0,True
-16292,2024-10-29 11:50:05,16783577807,0,Speak to Agent,5,general,155,4.8,Update payment method,transferred,Policy updated per customer request,3.0,False
-16293,2024-10-29 11:53:26,13773268782,0,Speak to Agent,5,general,109,3.5,Claim status inquiry,resolved,Resolved on first call,3.0,True
-16294,2024-10-29 12:36:27,14827842882,2,Billing & Payments,3,billing,186,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-16295,2024-10-29 12:43:58,14910812689,0,Speak to Agent,5,general,50,6.1,Request payment plan,resolved,Customer requested manager,5.0,True
-16296,2024-10-29 13:37:04,19369320332,3,Policy Changes,5,general,46,0.0,Request payment plan,abandoned,Customer abandoned,,False
-16297,2024-10-29 14:12:35,15082499886,4,New Quote,6,general,47,7.6,Filing new auto claim,resolved,Payment processed successfully,5.0,True
-16298,2024-10-29 14:14:09,17814896362,2,Billing & Payments,4,billing,5,6.4,Reinstate lapsed policy,resolved,Policy updated per customer request,4.0,True
-16299,2024-10-29 14:30:05,12599987914,3,Policy Changes,6,general,158,7.2,Update payment method,transferred,Customer disconnected before resolution,2.0,False
-16300,2024-10-29 14:39:47,18132995851,0,Speak to Agent,6,general,248,6.7,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-16301,2024-10-29 14:42:53,19876058114,0,Speak to Agent,6,general,1,4.8,Request ID cards,follow_up_needed,Transferred to supervisor,4.0,False
-16302,2024-10-29 14:52:27,19226761921,1,Claims,1,claims,179,7.1,General coverage question,follow_up_needed,Resolved on first call,3.0,False
-16303,2024-10-29 14:55:02,17019655764,3,Policy Changes,6,general,28,8.2,Payment not processed,follow_up_needed,"Claim filed, reference number provided",3.0,False
-16304,2024-10-29 15:10:14,14686446396,0,Speak to Agent,5,general,28,0.7,Dispute claim denial,follow_up_needed,Customer requested manager,4.0,False
-16305,2024-10-29 15:16:17,13869438006,2,Billing & Payments,4,billing,105,7.4,Cancel policy,resolved,Payment processed successfully,5.0,True
-16306,2024-10-29 15:24:45,12597684694,0,Speak to Agent,5,general,48,5.7,Request ID cards,resolved,Payment processed successfully,5.0,True
-16307,2024-10-29 15:29:12,14987530547,1,Claims,1,claims,6,12.0,Change coverage level,follow_up_needed,Escalated to claims adjuster,3.0,False
-16308,2024-10-29 15:35:39,12354170925,3,Policy Changes,5,general,124,6.3,Ask about discounts,resolved,Resolved on first call,4.0,True
-16309,2024-10-29 15:42:34,17026727476,4,New Quote,6,general,185,8.1,Dispute claim denial,resolved,Callback scheduled for tomorrow,3.0,True
-16310,2024-10-29 15:46:42,19211763197,4,New Quote,5,general,140,1.8,Update payment method,resolved,Resolved on first call,3.0,True
-16311,2024-10-29 16:02:47,16627371050,1,Claims,7,claims,46,10.6,Request proof of insurance,resolved,Customer disconnected before resolution,4.0,True
-16312,2024-10-29 16:13:21,18131011333,2,Billing & Payments,8,billing,236,4.2,Change coverage level,transferred,Resolved on first call,2.0,False
-16313,2024-10-29 16:15:54,12988829486,0,Speak to Agent,5,general,0,2.8,Change coverage level,transferred,"Claim filed, reference number provided",3.0,False
-16314,2024-10-29 16:21:07,17770926734,0,Speak to Agent,5,general,211,7.5,Ask about deductible,transferred,"Information provided, no action needed",4.0,False
-16315,2024-10-29 16:23:49,18705846130,3,Policy Changes,6,general,0,10.8,Reinstate lapsed policy,resolved,Payment processed successfully,5.0,True
-16316,2024-10-29 16:46:38,14698246422,4,New Quote,5,general,34,3.5,Request proof of insurance,resolved,Callback scheduled for tomorrow,5.0,True
-16317,2024-10-29 16:53:34,14603679802,2,Billing & Payments,8,billing,227,3.5,General coverage question,resolved,Customer requested manager,4.0,True
-16318,2024-10-29 17:47:03,19937466610,1,Claims,1,claims,151,7.2,Change coverage level,resolved,Transferred to supervisor,2.0,True
-16319,2024-10-29 17:52:22,16070097559,1,Claims,1,claims,112,6.2,Complaint about service,follow_up_needed,Policy updated per customer request,5.0,False
-16320,2024-10-29 17:59:37,15640332698,4,New Quote,6,general,0,12.7,Claim status inquiry,resolved,Policy updated per customer request,3.0,True
-16321,2024-10-29 18:03:56,17288619911,0,Speak to Agent,6,general,137,11.3,Update address,follow_up_needed,Resolved on first call,4.0,False
-16322,2024-10-29 18:07:27,15612860123,1,Claims,7,claims,220,8.9,Request payment plan,resolved,"Information provided, no action needed",2.0,True
-16323,2024-10-29 18:15:28,19948399592,0,Speak to Agent,6,general,0,11.3,Inquire about premium increase,follow_up_needed,Policy updated per customer request,4.0,False
-16324,2024-10-29 18:31:10,12382511080,3,Policy Changes,6,general,209,11.1,Request ID cards,resolved,Customer disconnected before resolution,5.0,True
-16325,2024-10-29 18:47:18,15077007692,0,Speak to Agent,6,general,79,8.6,Ask about discounts,transferred,"Claim filed, reference number provided",2.0,False
-16326,2024-10-30 07:07:25,16011766870,3,Policy Changes,5,general,176,4.1,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-16327,2024-10-30 07:16:40,13186002403,3,Policy Changes,5,general,108,2.1,Request payment plan,resolved,Policy updated per customer request,3.0,True
-16328,2024-10-30 07:16:57,14474932224,0,Speak to Agent,5,general,119,4.7,Inquire about premium increase,resolved,Customer disconnected before resolution,2.0,True
-16329,2024-10-30 07:35:05,15115335753,3,Policy Changes,5,general,119,0.0,Report accident,abandoned,Customer abandoned,,False
-16330,2024-10-30 07:49:35,12422735817,4,New Quote,6,general,223,4.8,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-16331,2024-10-30 07:50:01,12357563907,4,New Quote,6,general,99,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-16332,2024-10-30 08:12:34,13379743584,2,Billing & Payments,8,billing,180,3.7,Change coverage level,resolved,Policy updated per customer request,4.0,True
-16333,2024-10-30 08:47:14,19115565978,4,New Quote,6,general,108,7.1,Ask about discounts,follow_up_needed,"Information provided, no action needed",3.0,False
-16334,2024-10-30 08:48:52,13839134384,3,Policy Changes,5,general,48,3.0,Cancel policy,resolved,Callback scheduled for tomorrow,1.0,True
-16335,2024-10-30 08:49:16,15978396092,0,Speak to Agent,6,general,119,2.7,Cancel policy,resolved,Policy updated per customer request,4.0,True
-16336,2024-10-30 09:00:44,18924055862,4,New Quote,6,general,168,1.3,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-16337,2024-10-30 09:36:42,14872800429,1,Claims,7,claims,213,4.8,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-16338,2024-10-30 09:37:33,17706276442,3,Policy Changes,6,general,95,8.6,Update address,follow_up_needed,"Information provided, no action needed",4.0,False
-16339,2024-10-30 09:51:03,19716321856,2,Billing & Payments,4,billing,192,5.6,Cancel policy,resolved,Resolved on first call,4.0,True
-16340,2024-10-30 09:52:38,17726882216,2,Billing & Payments,4,billing,230,6.7,Remove vehicle from policy,resolved,Resolved on first call,5.0,True
-16341,2024-10-30 09:56:25,15027065974,0,Speak to Agent,6,general,97,11.4,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-16342,2024-10-30 09:56:27,19768678088,0,Speak to Agent,5,general,98,6.6,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-16343,2024-10-30 10:05:47,18324649674,2,Billing & Payments,4,billing,121,8.0,Add driver to policy,follow_up_needed,Transferred to supervisor,4.0,False
-16344,2024-10-30 10:07:13,15404606137,2,Billing & Payments,8,billing,113,6.6,Update address,resolved,Customer requested manager,4.0,True
-16345,2024-10-30 10:24:56,13296348169,1,Claims,2,claims,67,10.7,Request proof of insurance,resolved,Resolved on first call,3.0,True
-16346,2024-10-30 10:27:35,13692492616,1,Claims,7,claims,92,2.8,Update address,resolved,Customer disconnected before resolution,5.0,True
-16347,2024-10-30 10:27:37,18698137064,0,Speak to Agent,5,general,70,5.1,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-16348,2024-10-30 10:39:57,17614172830,4,New Quote,6,general,86,10.9,Payment not processed,resolved,Resolved on first call,3.0,True
-16349,2024-10-30 10:42:37,19240326090,3,Policy Changes,6,general,17,8.2,Update payment method,resolved,Callback scheduled for tomorrow,5.0,True
-16350,2024-10-30 10:56:14,13529017405,4,New Quote,5,general,146,3.4,Inquire about premium increase,follow_up_needed,Transferred to supervisor,3.0,False
-16351,2024-10-30 11:02:30,15126640609,1,Claims,7,claims,134,0.7,Request payment plan,resolved,Payment processed successfully,5.0,True
-16352,2024-10-30 11:02:54,12863559253,2,Billing & Payments,3,billing,190,5.8,Change coverage level,resolved,Customer disconnected before resolution,5.0,True
-16353,2024-10-30 11:05:13,19451141594,4,New Quote,6,general,153,8.3,Request ID cards,follow_up_needed,Policy updated per customer request,3.0,False
-16354,2024-10-30 11:07:12,16443868398,0,Speak to Agent,6,general,121,11.5,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-16355,2024-10-30 11:24:36,16327508489,4,New Quote,6,general,68,6.8,Ask about deductible,follow_up_needed,Customer requested manager,3.0,False
-16356,2024-10-30 11:26:18,18961442313,2,Billing & Payments,3,billing,195,5.2,Add driver to policy,follow_up_needed,Policy updated per customer request,2.0,False
-16357,2024-10-30 11:32:42,18190170380,4,New Quote,5,general,93,6.1,Reinstate lapsed policy,follow_up_needed,Customer requested manager,4.0,False
-16358,2024-10-30 11:48:40,16423834263,1,Claims,2,claims,190,6.1,Update payment method,resolved,Customer disconnected before resolution,3.0,True
-16359,2024-10-30 11:54:27,15617963269,1,Claims,1,claims,174,3.8,Request proof of insurance,follow_up_needed,Payment processed successfully,4.0,False
-16360,2024-10-30 11:56:16,12400114246,3,Policy Changes,5,general,36,6.4,Ask about discounts,transferred,Resolved on first call,2.0,False
-16361,2024-10-30 12:46:35,13085554854,4,New Quote,5,general,173,2.7,Update address,resolved,"Information provided, no action needed",5.0,True
-16362,2024-10-30 13:01:53,19488948684,0,Speak to Agent,6,general,158,5.0,Request proof of insurance,transferred,"Information provided, no action needed",2.0,False
-16363,2024-10-30 13:04:28,17676017627,1,Claims,2,claims,99,0.0,General coverage question,abandoned,Customer abandoned,,False
-16364,2024-10-30 13:27:17,15211949945,2,Billing & Payments,8,billing,65,6.9,Request proof of insurance,follow_up_needed,Customer disconnected before resolution,3.0,False
-16365,2024-10-30 13:37:23,19274969213,4,New Quote,6,general,82,13.1,Ask about discounts,resolved,Escalated to claims adjuster,5.0,True
-16366,2024-10-30 13:49:41,15992060729,2,Billing & Payments,4,billing,56,7.0,Request ID cards,follow_up_needed,Resolved on first call,2.0,False
-16367,2024-10-30 14:17:27,13890282567,3,Policy Changes,6,general,214,7.1,Request payment plan,follow_up_needed,Customer disconnected before resolution,2.0,False
-16368,2024-10-30 14:20:31,13342436902,0,Speak to Agent,6,general,193,7.2,General coverage question,follow_up_needed,Resolved on first call,4.0,False
-16369,2024-10-30 14:23:05,17103484928,0,Speak to Agent,6,general,57,6.8,Ask about discounts,resolved,Resolved on first call,3.0,True
-16370,2024-10-30 14:30:17,12558153567,4,New Quote,6,general,42,8.6,Request payment plan,resolved,Policy updated per customer request,5.0,True
-16371,2024-10-30 14:40:16,15581413118,1,Claims,7,claims,180,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-16372,2024-10-30 14:53:42,14743958396,4,New Quote,5,general,0,2.5,Change coverage level,resolved,Transferred to supervisor,4.0,True
-16373,2024-10-30 14:54:36,19051290889,0,Speak to Agent,5,general,74,1.8,Dispute claim denial,transferred,Escalated to claims adjuster,2.0,False
-16374,2024-10-30 14:59:27,12424451514,2,Billing & Payments,8,billing,211,6.3,Payment not processed,resolved,Policy updated per customer request,4.0,True
-16375,2024-10-30 15:00:06,18832709972,0,Speak to Agent,5,general,164,3.7,Ask about deductible,resolved,Escalated to claims adjuster,5.0,True
-16376,2024-10-30 15:01:05,16936745207,2,Billing & Payments,3,billing,92,1.2,Request proof of insurance,follow_up_needed,"Information provided, no action needed",1.0,False
-16377,2024-10-30 15:07:49,18470231288,2,Billing & Payments,3,billing,125,4.9,Report accident,resolved,Policy updated per customer request,3.0,True
-16378,2024-10-30 15:23:21,12981181897,0,Speak to Agent,6,general,65,6.6,Request proof of insurance,resolved,Escalated to claims adjuster,3.0,True
-16379,2024-10-30 15:24:59,14067114669,4,New Quote,6,general,89,10.0,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",5.0,True
-16380,2024-10-30 15:46:56,16864803753,1,Claims,1,claims,106,6.2,Cancel policy,resolved,"Claim filed, reference number provided",3.0,True
-16381,2024-10-30 16:02:08,15032627178,3,Policy Changes,5,general,225,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-16382,2024-10-30 16:02:28,13935248733,2,Billing & Payments,4,billing,96,6.0,Claim status inquiry,resolved,Escalated to claims adjuster,5.0,True
-16383,2024-10-30 16:05:01,14568966734,0,Speak to Agent,6,general,108,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-16384,2024-10-30 16:40:13,19480674440,4,New Quote,5,general,240,9.0,Report accident,resolved,Resolved on first call,2.0,True
-16385,2024-10-30 17:03:29,15778503080,2,Billing & Payments,3,billing,115,6.7,Claim status inquiry,resolved,"Information provided, no action needed",3.0,True
-16386,2024-10-30 17:21:32,16784802054,4,New Quote,6,general,151,2.9,Cancel policy,transferred,Customer disconnected before resolution,2.0,False
-16387,2024-10-30 17:21:39,17071344386,1,Claims,7,claims,88,7.4,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-16388,2024-10-30 17:38:15,17019824489,4,New Quote,5,general,62,6.0,Request proof of insurance,resolved,"Claim filed, reference number provided",3.0,True
-16389,2024-10-30 17:43:46,18644148581,0,Speak to Agent,6,general,117,10.3,Request payment plan,resolved,Policy updated per customer request,4.0,True
-16390,2024-10-30 18:25:47,17419056204,0,Speak to Agent,6,general,10,12.5,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-16391,2024-10-30 18:50:38,14106766129,3,Policy Changes,5,general,59,8.1,Claim status inquiry,resolved,"Claim filed, reference number provided",3.0,True
-16392,2024-10-30 18:55:24,14962619799,2,Billing & Payments,8,billing,90,1.8,Ask about deductible,follow_up_needed,"Information provided, no action needed",4.0,False
-16393,2024-10-31 07:20:45,17789484719,3,Policy Changes,5,general,58,5.0,Complaint about service,resolved,Customer disconnected before resolution,4.0,True
-16394,2024-10-31 07:30:19,18581884816,1,Claims,2,claims,105,4.0,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-16395,2024-10-31 07:48:02,17257463888,0,Speak to Agent,6,general,102,3.9,Payment not processed,resolved,Escalated to claims adjuster,3.0,True
-16396,2024-10-31 08:17:58,17375739917,0,Speak to Agent,5,general,0,0.0,Change coverage level,abandoned,Customer abandoned,,False
-16397,2024-10-31 08:28:58,15726335045,2,Billing & Payments,3,billing,287,1.3,Filing new auto claim,resolved,Payment processed successfully,5.0,True
-16398,2024-10-31 08:36:40,14067318933,2,Billing & Payments,3,billing,116,6.6,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-16399,2024-10-31 08:44:30,13797558169,0,Speak to Agent,6,general,53,8.7,Cancel policy,resolved,Transferred to supervisor,4.0,True
-16400,2024-10-31 08:51:27,17561558346,3,Policy Changes,5,general,136,7.5,Report accident,resolved,Customer requested manager,4.0,True
-16401,2024-10-31 08:55:01,15626034084,1,Claims,1,claims,125,8.6,Payment not processed,resolved,Policy updated per customer request,3.0,True
-16402,2024-10-31 09:25:20,16775973236,2,Billing & Payments,8,billing,221,4.0,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-16403,2024-10-31 09:32:33,16481131608,3,Policy Changes,5,general,0,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-16404,2024-10-31 09:35:26,14773088068,0,Speak to Agent,5,general,131,3.8,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-16405,2024-10-31 09:35:36,16583745727,3,Policy Changes,5,general,114,10.9,Change coverage level,resolved,Callback scheduled for tomorrow,5.0,True
-16406,2024-10-31 10:12:13,16639990396,0,Speak to Agent,5,general,125,2.1,Claim status inquiry,resolved,Resolved on first call,4.0,True
-16407,2024-10-31 10:12:25,15478519596,0,Speak to Agent,5,general,0,5.0,Change coverage level,resolved,"Claim filed, reference number provided",4.0,True
-16408,2024-10-31 10:28:08,18266916831,0,Speak to Agent,6,general,116,5.3,Ask about deductible,transferred,Customer disconnected before resolution,1.0,False
-16409,2024-10-31 10:42:46,18239638317,3,Policy Changes,6,general,0,8.9,Ask about deductible,transferred,Customer disconnected before resolution,3.0,False
-16410,2024-10-31 10:45:18,12068164442,1,Claims,7,claims,138,5.3,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-16411,2024-10-31 10:46:31,17127287633,4,New Quote,5,general,210,9.3,Complaint about service,transferred,Escalated to claims adjuster,3.0,False
-16412,2024-10-31 10:47:17,15196234599,1,Claims,2,claims,0,3.1,Filing new auto claim,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-16413,2024-10-31 10:50:48,14224207873,1,Claims,7,claims,97,6.1,Update address,resolved,Policy updated per customer request,4.0,True
-16414,2024-10-31 11:02:03,12937726559,4,New Quote,5,general,247,3.1,Dispute claim denial,resolved,Policy updated per customer request,4.0,True
-16415,2024-10-31 11:03:27,12809730797,2,Billing & Payments,4,billing,281,6.0,Ask about deductible,resolved,"Information provided, no action needed",3.0,True
-16416,2024-10-31 11:05:42,16609930958,2,Billing & Payments,4,billing,72,7.0,Update payment method,resolved,Transferred to supervisor,2.0,True
-16417,2024-10-31 11:12:25,15308840912,4,New Quote,6,general,235,8.4,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-16418,2024-10-31 11:17:11,13183968694,4,New Quote,6,general,120,4.1,General coverage question,resolved,Policy updated per customer request,4.0,True
-16419,2024-10-31 11:27:05,19313620280,3,Policy Changes,5,general,87,6.5,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-16420,2024-10-31 11:31:39,12429415305,2,Billing & Payments,8,billing,162,4.3,Claim status inquiry,transferred,Payment processed successfully,4.0,False
-16421,2024-10-31 11:43:01,12265353009,4,New Quote,5,general,247,4.9,Add driver to policy,resolved,"Information provided, no action needed",4.0,True
-16422,2024-10-31 11:44:11,12555252066,0,Speak to Agent,6,general,228,9.6,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-16423,2024-10-31 11:56:46,14390426891,1,Claims,2,claims,83,7.7,Ask about deductible,resolved,Policy updated per customer request,3.0,True
-16424,2024-10-31 12:41:20,15575792018,4,New Quote,6,general,166,10.7,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,4.0,True
-16425,2024-10-31 12:47:41,18277428490,1,Claims,1,claims,138,7.1,Update payment method,follow_up_needed,Resolved on first call,4.0,False
-16426,2024-10-31 13:22:18,13474762366,0,Speak to Agent,6,general,161,7.9,Inquire about premium increase,resolved,Payment processed successfully,4.0,True
-16427,2024-10-31 13:31:57,19030758838,1,Claims,2,claims,17,7.7,Claim status inquiry,follow_up_needed,Resolved on first call,1.0,False
-16428,2024-10-31 13:34:43,18546046675,1,Claims,7,claims,256,5.7,Ask about deductible,resolved,Payment processed successfully,3.0,True
-16429,2024-10-31 13:38:02,12432322694,2,Billing & Payments,4,billing,103,2.8,Filing new auto claim,transferred,Customer requested manager,3.0,False
-16430,2024-10-31 13:40:19,12750568885,0,Speak to Agent,5,general,112,5.5,Remove vehicle from policy,resolved,"Information provided, no action needed",3.0,True
-16431,2024-10-31 13:45:44,13084301239,0,Speak to Agent,5,general,146,2.3,General coverage question,transferred,Callback scheduled for tomorrow,4.0,False
-16432,2024-10-31 13:46:02,19757848676,3,Policy Changes,6,general,133,11.6,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-16433,2024-10-31 14:00:44,15825357722,1,Claims,2,claims,98,8.0,Ask about discounts,transferred,Payment processed successfully,3.0,False
-16434,2024-10-31 14:02:17,18696491672,0,Speak to Agent,5,general,152,4.7,Update payment method,resolved,Transferred to supervisor,4.0,True
-16435,2024-10-31 14:06:39,19482684318,4,New Quote,6,general,205,14.2,Payment not processed,resolved,Customer requested manager,4.0,True
-16436,2024-10-31 14:09:24,16798229722,4,New Quote,6,general,148,10.6,Request proof of insurance,resolved,Payment processed successfully,4.0,True
-16437,2024-10-31 14:14:22,13767062561,3,Policy Changes,5,general,66,6.9,Report accident,follow_up_needed,Customer disconnected before resolution,3.0,False
-16438,2024-10-31 14:17:49,15018843819,4,New Quote,6,general,0,9.4,Request proof of insurance,resolved,Payment processed successfully,4.0,True
-16439,2024-10-31 14:50:14,13298800932,4,New Quote,6,general,189,5.0,Payment not processed,resolved,Payment processed successfully,4.0,True
-16440,2024-10-31 14:56:06,16558839262,0,Speak to Agent,6,general,196,7.8,Ask about discounts,resolved,Policy updated per customer request,4.0,True
-16441,2024-10-31 15:07:39,19213404094,4,New Quote,5,general,77,7.9,Reinstate lapsed policy,transferred,Callback scheduled for tomorrow,3.0,False
-16442,2024-10-31 15:11:10,13915594375,2,Billing & Payments,8,billing,187,0.0,Request ID cards,abandoned,Customer abandoned,,False
-16443,2024-10-31 15:29:02,18840523389,4,New Quote,5,general,102,4.4,Dispute claim denial,follow_up_needed,"Information provided, no action needed",4.0,False
-16444,2024-10-31 15:37:08,18576607577,0,Speak to Agent,5,general,227,1.6,Payment not processed,resolved,Resolved on first call,3.0,True
-16445,2024-10-31 15:49:08,19973358426,1,Claims,2,claims,27,11.5,Report accident,resolved,Callback scheduled for tomorrow,5.0,True
-16446,2024-10-31 15:50:36,19582746032,2,Billing & Payments,4,billing,207,0.0,Complaint about service,abandoned,Customer abandoned,,False
-16447,2024-10-31 16:22:31,14176581678,1,Claims,2,claims,0,7.0,Dispute claim denial,resolved,Callback scheduled for tomorrow,4.0,True
-16448,2024-10-31 16:31:32,15844725054,2,Billing & Payments,4,billing,107,3.0,Ask about discounts,follow_up_needed,Resolved on first call,3.0,False
-16449,2024-10-31 17:09:28,13784066918,4,New Quote,6,general,142,5.2,Filing new auto claim,resolved,"Claim filed, reference number provided",3.0,True
-16450,2024-10-31 17:12:39,14102626171,1,Claims,2,claims,212,7.6,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-16451,2024-10-31 17:36:31,17228333846,2,Billing & Payments,8,billing,41,4.2,Dispute claim denial,follow_up_needed,Transferred to supervisor,5.0,False
-16452,2024-10-31 17:46:13,19250990348,3,Policy Changes,6,general,126,7.3,Complaint about service,resolved,Resolved on first call,5.0,True
-16453,2024-10-31 18:05:41,12085344258,0,Speak to Agent,5,general,86,4.4,Update address,transferred,Payment processed successfully,3.0,False
-16454,2024-10-31 18:28:18,15691116429,2,Billing & Payments,8,billing,246,1.6,Add driver to policy,transferred,Callback scheduled for tomorrow,5.0,False
-16455,2024-11-01 07:47:33,17379569325,1,Claims,7,claims,72,0.0,Change coverage level,abandoned,Customer abandoned,,False
-16456,2024-11-01 07:48:45,19349568126,2,Billing & Payments,4,billing,118,2.2,Ask about discounts,resolved,"Claim filed, reference number provided",3.0,True
-16457,2024-11-01 07:56:03,13587635557,2,Billing & Payments,8,billing,272,6.7,Dispute claim denial,transferred,Resolved on first call,4.0,False
-16458,2024-11-01 08:10:23,16934360819,0,Speak to Agent,6,general,147,10.6,Filing new auto claim,resolved,"Claim filed, reference number provided",4.0,True
-16459,2024-11-01 08:17:06,14105483076,3,Policy Changes,5,general,85,4.4,Claim status inquiry,follow_up_needed,Customer requested manager,4.0,False
-16460,2024-11-01 08:32:54,16314768045,3,Policy Changes,6,general,46,8.8,Reinstate lapsed policy,resolved,Payment processed successfully,3.0,True
-16461,2024-11-01 08:44:11,13343357185,4,New Quote,5,general,82,4.0,Ask about discounts,transferred,Policy updated per customer request,4.0,False
-16462,2024-11-01 08:47:04,14861600160,3,Policy Changes,5,general,141,3.9,General coverage question,follow_up_needed,Payment processed successfully,3.0,False
-16463,2024-11-01 09:14:41,17973843566,3,Policy Changes,5,general,33,5.3,Request payment plan,resolved,Customer requested manager,4.0,True
-16464,2024-11-01 09:23:56,13979709450,4,New Quote,5,general,7,4.9,Payment not processed,transferred,"Claim filed, reference number provided",4.0,False
-16465,2024-11-01 09:29:41,19625923992,1,Claims,2,claims,117,9.0,Request ID cards,transferred,Resolved on first call,3.0,False
-16466,2024-11-01 09:33:32,12178624852,3,Policy Changes,5,general,49,1.3,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-16467,2024-11-01 09:37:41,19808190566,4,New Quote,5,general,93,2.3,Update payment method,resolved,Customer requested manager,4.0,True
-16468,2024-11-01 09:58:10,15326153125,2,Billing & Payments,4,billing,127,6.4,Report accident,transferred,Callback scheduled for tomorrow,1.0,False
-16469,2024-11-01 10:02:39,16991206231,0,Speak to Agent,5,general,112,8.8,Request ID cards,transferred,Customer disconnected before resolution,2.0,False
-16470,2024-11-01 10:03:39,16700155939,2,Billing & Payments,3,billing,103,4.5,Payment not processed,resolved,Resolved on first call,4.0,True
-16471,2024-11-01 10:08:05,16073209518,0,Speak to Agent,6,general,55,8.8,Update payment method,resolved,Transferred to supervisor,4.0,True
-16472,2024-11-01 10:19:12,19023556739,4,New Quote,6,general,196,10.3,Ask about discounts,resolved,Resolved on first call,2.0,True
-16473,2024-11-01 10:26:53,13244964694,4,New Quote,5,general,206,3.4,Change coverage level,follow_up_needed,Transferred to supervisor,2.0,False
-16474,2024-11-01 10:55:36,17576775809,1,Claims,7,claims,67,5.0,Filing new auto claim,follow_up_needed,Policy updated per customer request,2.0,False
-16475,2024-11-01 10:57:08,14737897568,1,Claims,2,claims,204,0.5,Update address,resolved,Transferred to supervisor,3.0,True
-16476,2024-11-01 11:02:06,18815927545,4,New Quote,6,general,138,11.5,Ask about deductible,follow_up_needed,"Information provided, no action needed",3.0,False
-16477,2024-11-01 11:03:28,14680191396,3,Policy Changes,5,general,139,5.0,Ask about deductible,resolved,Customer requested manager,4.0,True
-16478,2024-11-01 11:13:14,16591586301,4,New Quote,6,general,0,6.2,Request payment plan,resolved,Customer requested manager,3.0,True
-16479,2024-11-01 11:17:49,13767417964,4,New Quote,5,general,55,0.5,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-16480,2024-11-01 11:23:51,17913882058,4,New Quote,5,general,270,6.7,Filing new auto claim,resolved,"Claim filed, reference number provided",4.0,True
-16481,2024-11-01 11:32:07,19229212022,0,Speak to Agent,5,general,14,0.5,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-16482,2024-11-01 11:33:54,18689842690,4,New Quote,5,general,17,9.3,Payment not processed,resolved,Policy updated per customer request,2.0,True
-16483,2024-11-01 11:36:23,13992314556,2,Billing & Payments,3,billing,272,8.9,Cancel policy,follow_up_needed,Policy updated per customer request,2.0,False
-16484,2024-11-01 11:51:54,18031000076,1,Claims,1,claims,219,7.2,Add driver to policy,resolved,Customer requested manager,4.0,True
-16485,2024-11-01 11:59:23,13036782974,2,Billing & Payments,3,billing,83,2.9,Remove vehicle from policy,follow_up_needed,"Information provided, no action needed",1.0,False
-16486,2024-11-01 12:04:21,19162220331,4,New Quote,6,general,37,7.2,Add driver to policy,resolved,"Claim filed, reference number provided",2.0,True
-16487,2024-11-01 12:17:02,17036827802,4,New Quote,6,general,169,9.2,Request proof of insurance,transferred,Callback scheduled for tomorrow,2.0,False
-16488,2024-11-01 12:30:03,12809453434,2,Billing & Payments,8,billing,168,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-16489,2024-11-01 12:31:34,16939532000,4,New Quote,6,general,187,6.3,Claim status inquiry,resolved,Payment processed successfully,3.0,True
-16490,2024-11-01 12:42:23,12692197778,3,Policy Changes,5,general,9,6.8,Request payment plan,follow_up_needed,Customer requested manager,3.0,False
-16491,2024-11-01 12:56:35,16062877737,1,Claims,1,claims,0,8.4,Update address,resolved,Payment processed successfully,3.0,True
-16492,2024-11-01 13:06:41,17272882484,2,Billing & Payments,3,billing,180,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-16493,2024-11-01 13:41:35,18889485944,0,Speak to Agent,6,general,251,10.1,Claim status inquiry,resolved,Payment processed successfully,5.0,True
-16494,2024-11-01 14:14:46,13482374548,3,Policy Changes,6,general,105,9.1,Filing new auto claim,transferred,Transferred to supervisor,3.0,False
-16495,2024-11-01 14:23:07,19879832269,4,New Quote,5,general,40,3.1,Cancel policy,resolved,Resolved on first call,5.0,True
-16496,2024-11-01 14:26:26,16228503339,4,New Quote,5,general,100,4.7,Ask about deductible,transferred,Customer disconnected before resolution,3.0,False
-16497,2024-11-01 14:34:10,19123437481,1,Claims,2,claims,0,12.8,Ask about deductible,follow_up_needed,Customer requested manager,3.0,False
-16498,2024-11-01 14:42:32,17865852613,2,Billing & Payments,8,billing,0,1.8,Add driver to policy,transferred,"Information provided, no action needed",3.0,False
-16499,2024-11-01 14:45:58,13778054825,0,Speak to Agent,6,general,69,4.6,Reinstate lapsed policy,follow_up_needed,Transferred to supervisor,4.0,False
-16500,2024-11-01 14:50:05,12129807737,2,Billing & Payments,4,billing,76,4.8,Change coverage level,transferred,Customer requested manager,4.0,False
-16501,2024-11-01 14:51:56,16272640087,0,Speak to Agent,5,general,223,3.2,Request payment plan,resolved,Payment processed successfully,4.0,True
-16502,2024-11-01 14:57:12,13780688542,3,Policy Changes,5,general,62,7.9,Filing new auto claim,follow_up_needed,Policy updated per customer request,3.0,False
-16503,2024-11-01 15:12:56,18982052205,4,New Quote,5,general,211,4.5,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-16504,2024-11-01 15:13:17,12141072654,3,Policy Changes,6,general,167,5.8,Ask about discounts,resolved,Callback scheduled for tomorrow,5.0,True
-16505,2024-11-01 15:15:09,13514169370,2,Billing & Payments,4,billing,140,5.7,Ask about deductible,follow_up_needed,Policy updated per customer request,5.0,False
-16506,2024-11-01 15:26:39,12834983762,2,Billing & Payments,3,billing,0,7.9,Request payment plan,resolved,Payment processed successfully,4.0,True
-16507,2024-11-01 15:49:20,16412260964,0,Speak to Agent,6,general,98,7.7,Report accident,resolved,Callback scheduled for tomorrow,5.0,True
-16508,2024-11-01 15:52:10,16391455866,1,Claims,1,claims,0,5.1,Remove vehicle from policy,follow_up_needed,Customer requested manager,2.0,False
-16509,2024-11-01 16:07:32,18253693278,4,New Quote,6,general,54,4.8,Claim status inquiry,resolved,Policy updated per customer request,2.0,True
-16510,2024-11-01 16:17:53,19044704212,3,Policy Changes,6,general,160,9.4,Filing new auto claim,resolved,Resolved on first call,4.0,True
-16511,2024-11-01 16:41:22,14734614334,3,Policy Changes,5,general,292,5.1,Filing new auto claim,resolved,Transferred to supervisor,3.0,True
-16512,2024-11-01 16:44:38,19903574807,1,Claims,7,claims,129,4.8,Report accident,transferred,Transferred to supervisor,3.0,False
-16513,2024-11-01 16:56:50,16485410179,2,Billing & Payments,8,billing,54,9.6,Filing new auto claim,follow_up_needed,Policy updated per customer request,5.0,False
-16514,2024-11-01 16:59:48,13620502956,3,Policy Changes,5,general,89,4.5,Change coverage level,follow_up_needed,Customer requested manager,3.0,False
-16515,2024-11-01 17:12:15,16581493735,1,Claims,2,claims,110,6.1,Change coverage level,resolved,Transferred to supervisor,3.0,True
-16516,2024-11-01 17:23:57,13340210114,1,Claims,2,claims,178,7.7,Complaint about service,follow_up_needed,Policy updated per customer request,4.0,False
-16517,2024-11-01 17:26:14,12252071030,3,Policy Changes,6,general,221,4.4,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-16518,2024-11-01 17:29:33,14521019988,2,Billing & Payments,4,billing,0,8.1,Dispute claim denial,follow_up_needed,Payment processed successfully,2.0,False
-16519,2024-11-01 17:31:07,19302600235,0,Speak to Agent,6,general,82,10.8,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-16520,2024-11-01 17:31:30,14352239402,3,Policy Changes,6,general,176,11.6,Inquire about premium increase,follow_up_needed,Transferred to supervisor,3.0,False
-16521,2024-11-01 17:44:57,18392149378,0,Speak to Agent,5,general,32,4.0,Remove vehicle from policy,transferred,"Claim filed, reference number provided",4.0,False
-16522,2024-11-01 17:49:29,16333263527,2,Billing & Payments,8,billing,220,2.5,Request proof of insurance,resolved,Escalated to claims adjuster,3.0,True
-16523,2024-11-01 18:06:40,15163483709,1,Claims,1,claims,35,5.2,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-16524,2024-11-01 18:17:10,12880096559,0,Speak to Agent,6,general,200,8.1,Add driver to policy,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-16525,2024-11-01 18:41:34,16686360903,2,Billing & Payments,8,billing,0,5.6,Update payment method,resolved,Policy updated per customer request,4.0,True
-16526,2024-11-01 18:42:13,15093674598,1,Claims,7,claims,130,3.7,Remove vehicle from policy,resolved,"Claim filed, reference number provided",5.0,True
-16527,2024-11-01 18:43:07,13313302216,2,Billing & Payments,8,billing,180,2.3,Ask about discounts,transferred,Customer disconnected before resolution,4.0,False
-16528,2024-11-02 09:02:00,13160947948,3,Policy Changes,5,general,140,4.4,General coverage question,transferred,Customer disconnected before resolution,3.0,False
-16529,2024-11-02 09:02:40,12171053011,4,New Quote,5,general,220,5.0,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-16530,2024-11-02 09:04:25,18042379611,2,Billing & Payments,8,billing,50,6.4,Cancel policy,resolved,Callback scheduled for tomorrow,3.0,True
-16531,2024-11-02 09:04:55,19098294735,3,Policy Changes,5,general,95,6.2,Complaint about service,resolved,"Claim filed, reference number provided",4.0,True
-16532,2024-11-02 09:36:53,13994026856,4,New Quote,6,general,127,8.3,Payment not processed,resolved,Callback scheduled for tomorrow,5.0,True
-16533,2024-11-02 09:41:27,18126099511,4,New Quote,5,general,81,5.9,Request ID cards,resolved,Transferred to supervisor,4.0,True
-16534,2024-11-02 10:09:52,15458318133,2,Billing & Payments,4,billing,153,3.1,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-16535,2024-11-02 10:13:13,16708428670,1,Claims,7,claims,158,5.1,Ask about discounts,resolved,"Information provided, no action needed",3.0,True
-16536,2024-11-02 10:18:34,16289159582,1,Claims,7,claims,211,4.8,Change coverage level,resolved,Policy updated per customer request,3.0,True
-16537,2024-11-02 10:34:02,17690646830,0,Speak to Agent,6,general,83,10.5,Reinstate lapsed policy,resolved,Customer disconnected before resolution,3.0,True
-16538,2024-11-02 10:39:48,14766530698,3,Policy Changes,6,general,39,8.6,Ask about deductible,transferred,Escalated to claims adjuster,3.0,False
-16539,2024-11-02 10:59:05,17784959420,0,Speak to Agent,6,general,83,5.8,Report accident,resolved,Transferred to supervisor,5.0,True
-16540,2024-11-02 11:01:19,13527294499,0,Speak to Agent,6,general,0,8.8,Complaint about service,follow_up_needed,Resolved on first call,4.0,False
-16541,2024-11-02 11:14:07,16710743181,2,Billing & Payments,4,billing,0,5.9,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-16542,2024-11-02 11:15:31,13375204215,2,Billing & Payments,3,billing,125,2.8,Request proof of insurance,resolved,Payment processed successfully,4.0,True
-16543,2024-11-02 11:27:40,19753858503,0,Speak to Agent,6,general,35,10.5,Report accident,resolved,Resolved on first call,4.0,True
-16544,2024-11-02 11:40:54,17396846232,1,Claims,7,claims,19,2.3,Cancel policy,follow_up_needed,Transferred to supervisor,1.0,False
-16545,2024-11-02 11:43:14,12568756493,3,Policy Changes,5,general,59,2.7,Request proof of insurance,follow_up_needed,Payment processed successfully,4.0,False
-16546,2024-11-02 11:52:42,17159678842,1,Claims,1,claims,0,1.8,Request proof of insurance,resolved,"Claim filed, reference number provided",3.0,True
-16547,2024-11-02 12:01:16,16918829616,1,Claims,1,claims,150,0.5,Reinstate lapsed policy,follow_up_needed,Resolved on first call,5.0,False
-16548,2024-11-02 12:04:55,18603338459,0,Speak to Agent,6,general,76,8.9,Remove vehicle from policy,resolved,Customer requested manager,3.0,True
-16549,2024-11-02 12:06:46,15181329615,0,Speak to Agent,6,general,221,7.6,Ask about discounts,transferred,Payment processed successfully,3.0,False
-16550,2024-11-02 12:08:55,18713158008,3,Policy Changes,6,general,230,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-16551,2024-11-02 12:19:04,16090161914,0,Speak to Agent,5,general,230,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-16552,2024-11-02 12:27:37,19589847200,3,Policy Changes,5,general,119,6.1,Request ID cards,resolved,Payment processed successfully,3.0,True
-16553,2024-11-02 12:30:22,19639696289,2,Billing & Payments,8,billing,104,6.1,Update payment method,transferred,"Claim filed, reference number provided",2.0,False
-16554,2024-11-02 12:32:49,12011350234,4,New Quote,6,general,62,11.4,Ask about deductible,transferred,Callback scheduled for tomorrow,4.0,False
-16555,2024-11-02 12:35:38,15830641134,4,New Quote,5,general,79,2.1,Complaint about service,transferred,Resolved on first call,3.0,False
-16556,2024-11-02 12:39:19,14285699789,2,Billing & Payments,3,billing,200,1.3,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-16557,2024-11-02 12:40:19,13298617860,0,Speak to Agent,5,general,104,6.2,Payment not processed,resolved,Payment processed successfully,4.0,True
-16558,2024-11-02 12:57:16,13733240546,4,New Quote,6,general,170,8.6,Update address,resolved,Transferred to supervisor,3.0,True
-16559,2024-11-04 07:10:26,19526876439,1,Claims,2,claims,187,2.9,General coverage question,resolved,Customer requested manager,3.0,True
-16560,2024-11-04 07:11:45,12571645254,0,Speak to Agent,5,general,94,5.7,Claim status inquiry,follow_up_needed,Resolved on first call,4.0,False
-16561,2024-11-04 07:21:08,13238585969,4,New Quote,5,general,151,7.2,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-16562,2024-11-04 07:22:36,19696448791,1,Claims,7,claims,57,2.2,Payment not processed,resolved,Escalated to claims adjuster,5.0,True
-16563,2024-11-04 07:25:40,12956140926,2,Billing & Payments,4,billing,23,3.3,General coverage question,resolved,Escalated to claims adjuster,3.0,True
-16564,2024-11-04 07:29:37,18753343063,4,New Quote,5,general,234,10.9,Ask about discounts,transferred,Escalated to claims adjuster,2.0,False
-16565,2024-11-04 07:41:11,15584828769,1,Claims,1,claims,82,10.4,Request payment plan,resolved,"Information provided, no action needed",4.0,True
-16566,2024-11-04 07:48:31,14234816892,2,Billing & Payments,8,billing,0,0.5,Report accident,resolved,Customer requested manager,5.0,True
-16567,2024-11-04 08:12:05,18218669507,4,New Quote,5,general,187,5.6,Payment not processed,resolved,Escalated to claims adjuster,5.0,True
-16568,2024-11-04 08:27:52,16907363721,3,Policy Changes,6,general,278,11.6,Inquire about premium increase,follow_up_needed,Customer requested manager,4.0,False
-16569,2024-11-04 08:32:44,14883448073,2,Billing & Payments,8,billing,229,4.6,Request ID cards,resolved,Escalated to claims adjuster,3.0,True
-16570,2024-11-04 08:36:13,19600818596,1,Claims,2,claims,185,7.9,Dispute claim denial,follow_up_needed,Transferred to supervisor,4.0,False
-16571,2024-11-04 08:36:52,15861499122,0,Speak to Agent,6,general,266,8.3,Add driver to policy,follow_up_needed,Transferred to supervisor,3.0,False
-16572,2024-11-04 08:42:40,13162704388,3,Policy Changes,5,general,66,1.0,Update address,resolved,Customer disconnected before resolution,4.0,True
-16573,2024-11-04 08:44:53,12908487142,1,Claims,7,claims,0,5.0,Complaint about service,follow_up_needed,Customer disconnected before resolution,3.0,False
-16574,2024-11-04 08:46:12,15027814940,1,Claims,2,claims,220,4.0,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-16575,2024-11-04 08:47:31,13174906727,1,Claims,7,claims,181,2.3,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-16576,2024-11-04 09:02:40,19367559482,0,Speak to Agent,6,general,79,10.3,Request proof of insurance,resolved,Resolved on first call,4.0,True
-16577,2024-11-04 09:02:59,13180795493,0,Speak to Agent,5,general,97,2.5,Request ID cards,transferred,Transferred to supervisor,2.0,False
-16578,2024-11-04 09:08:16,18927724813,3,Policy Changes,6,general,39,7.0,Complaint about service,resolved,Transferred to supervisor,5.0,True
-16579,2024-11-04 09:09:20,14690736297,1,Claims,2,claims,179,8.4,Add driver to policy,follow_up_needed,Customer requested manager,2.0,False
-16580,2024-11-04 09:14:56,18801604736,0,Speak to Agent,5,general,132,4.5,Inquire about premium increase,resolved,Customer requested manager,4.0,True
-16581,2024-11-04 09:23:22,19594022511,0,Speak to Agent,5,general,187,4.0,Change coverage level,transferred,Resolved on first call,4.0,False
-16582,2024-11-04 09:25:57,14190905395,3,Policy Changes,6,general,242,5.9,Payment not processed,follow_up_needed,Policy updated per customer request,2.0,False
-16583,2024-11-04 09:33:44,17424231371,0,Speak to Agent,5,general,128,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-16584,2024-11-04 09:40:21,19143974654,4,New Quote,5,general,21,4.1,General coverage question,follow_up_needed,Policy updated per customer request,3.0,False
-16585,2024-11-04 09:42:02,15780236365,1,Claims,2,claims,134,6.0,Cancel policy,resolved,Payment processed successfully,4.0,True
-16586,2024-11-04 09:43:30,17838199512,4,New Quote,6,general,236,8.0,Update payment method,follow_up_needed,Escalated to claims adjuster,3.0,False
-16587,2024-11-04 09:46:28,15938444303,3,Policy Changes,6,general,231,4.9,Request proof of insurance,follow_up_needed,Policy updated per customer request,2.0,False
-16588,2024-11-04 09:54:47,12856923315,2,Billing & Payments,8,billing,230,3.6,General coverage question,transferred,Customer disconnected before resolution,4.0,False
-16589,2024-11-04 09:56:16,17681160807,0,Speak to Agent,5,general,185,1.9,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-16590,2024-11-04 09:57:23,12187832833,2,Billing & Payments,3,billing,216,6.9,Request payment plan,resolved,Policy updated per customer request,4.0,True
-16591,2024-11-04 09:57:43,15480517064,3,Policy Changes,5,general,80,0.7,Dispute claim denial,resolved,Callback scheduled for tomorrow,4.0,True
-16592,2024-11-04 10:02:18,13985849425,3,Policy Changes,5,general,195,2.8,General coverage question,follow_up_needed,Customer disconnected before resolution,3.0,False
-16593,2024-11-04 10:04:48,15364089687,1,Claims,2,claims,222,13.5,Update address,follow_up_needed,Transferred to supervisor,3.0,False
-16594,2024-11-04 10:08:43,13655360305,4,New Quote,5,general,60,2.5,Dispute claim denial,follow_up_needed,Payment processed successfully,2.0,False
-16595,2024-11-04 10:18:35,16245483485,3,Policy Changes,6,general,43,12.1,Ask about discounts,resolved,Policy updated per customer request,3.0,True
-16596,2024-11-04 10:20:21,17935524002,4,New Quote,5,general,87,0.5,Ask about discounts,resolved,"Claim filed, reference number provided",5.0,True
-16597,2024-11-04 10:24:04,13328569067,1,Claims,1,claims,150,9.1,Request payment plan,resolved,Transferred to supervisor,4.0,True
-16598,2024-11-04 10:30:21,16238082202,2,Billing & Payments,4,billing,246,7.5,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-16599,2024-11-04 10:37:55,16004794355,0,Speak to Agent,5,general,82,5.5,Claim status inquiry,resolved,Resolved on first call,3.0,True
-16600,2024-11-04 11:01:45,14388511456,1,Claims,2,claims,204,0.0,Report accident,abandoned,Customer abandoned,,False
-16601,2024-11-04 11:03:27,15631707581,0,Speak to Agent,6,general,113,9.0,Ask about deductible,resolved,Transferred to supervisor,3.0,True
-16602,2024-11-04 11:11:42,13859545139,3,Policy Changes,6,general,181,5.6,Claim status inquiry,follow_up_needed,Escalated to claims adjuster,3.0,False
-16603,2024-11-04 11:27:55,12888183439,3,Policy Changes,5,general,218,2.3,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-16604,2024-11-04 11:30:06,13596627249,3,Policy Changes,5,general,211,4.7,Add driver to policy,resolved,Payment processed successfully,4.0,True
-16605,2024-11-04 11:33:56,19232276465,3,Policy Changes,6,general,35,8.7,Filing new auto claim,resolved,Customer disconnected before resolution,2.0,True
-16606,2024-11-04 11:35:14,17291196790,1,Claims,7,claims,231,5.8,Update address,resolved,Payment processed successfully,4.0,True
-16607,2024-11-04 11:41:50,13081087660,0,Speak to Agent,6,general,0,11.0,General coverage question,follow_up_needed,Customer disconnected before resolution,3.0,False
-16608,2024-11-04 11:57:34,18034536985,2,Billing & Payments,3,billing,26,6.4,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-16609,2024-11-04 12:15:03,16357006457,2,Billing & Payments,8,billing,0,5.0,General coverage question,resolved,Escalated to claims adjuster,4.0,True
-16610,2024-11-04 12:34:54,18070647443,2,Billing & Payments,3,billing,218,2.7,Request proof of insurance,resolved,Customer disconnected before resolution,5.0,True
-16611,2024-11-04 12:39:06,17535015355,2,Billing & Payments,3,billing,7,5.0,Complaint about service,resolved,Resolved on first call,4.0,True
-16612,2024-11-04 12:48:37,14007570877,0,Speak to Agent,5,general,223,8.9,Request payment plan,follow_up_needed,Payment processed successfully,3.0,False
-16613,2024-11-04 13:11:31,19130997399,3,Policy Changes,5,general,93,1.7,Request proof of insurance,resolved,Payment processed successfully,3.0,True
-16614,2024-11-04 13:22:03,13613587899,3,Policy Changes,6,general,162,4.6,Payment not processed,resolved,"Claim filed, reference number provided",3.0,True
-16615,2024-11-04 13:40:14,18107932163,4,New Quote,5,general,180,4.3,Request proof of insurance,resolved,Callback scheduled for tomorrow,5.0,True
-16616,2024-11-04 13:42:41,15640537589,2,Billing & Payments,3,billing,145,1.6,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-16617,2024-11-04 13:45:30,12849702275,0,Speak to Agent,5,general,219,6.8,Reinstate lapsed policy,transferred,Resolved on first call,5.0,False
-16618,2024-11-04 13:45:33,16875500237,0,Speak to Agent,5,general,186,3.9,Claim status inquiry,resolved,Resolved on first call,5.0,True
-16619,2024-11-04 13:51:42,16029996501,1,Claims,7,claims,148,7.6,Complaint about service,resolved,Transferred to supervisor,3.0,True
-16620,2024-11-04 14:00:51,12866052216,1,Claims,7,claims,39,4.7,Update payment method,resolved,Transferred to supervisor,4.0,True
-16621,2024-11-04 14:17:00,14220456160,2,Billing & Payments,8,billing,212,9.1,Add driver to policy,follow_up_needed,Transferred to supervisor,2.0,False
-16622,2024-11-04 14:21:47,19600802413,1,Claims,2,claims,172,13.7,Complaint about service,resolved,Customer disconnected before resolution,4.0,True
-16623,2024-11-04 14:38:08,12230675743,3,Policy Changes,6,general,225,0.0,Payment not processed,abandoned,Customer abandoned,,False
-16624,2024-11-04 14:43:26,13290617439,1,Claims,1,claims,85,7.6,Dispute claim denial,resolved,Policy updated per customer request,4.0,True
-16625,2024-11-04 14:44:05,13559562168,1,Claims,2,claims,86,4.5,Report accident,resolved,Customer disconnected before resolution,2.0,True
-16626,2024-11-04 14:50:27,13344297410,2,Billing & Payments,3,billing,300,6.1,Complaint about service,follow_up_needed,Policy updated per customer request,1.0,False
-16627,2024-11-04 14:57:45,19772707325,2,Billing & Payments,4,billing,0,8.3,Ask about deductible,resolved,Transferred to supervisor,3.0,True
-16628,2024-11-04 15:06:10,12405883781,1,Claims,2,claims,252,0.0,General coverage question,abandoned,Customer abandoned,,False
-16629,2024-11-04 15:16:15,12068974994,2,Billing & Payments,3,billing,130,4.9,General coverage question,follow_up_needed,"Information provided, no action needed",3.0,False
-16630,2024-11-04 15:20:35,15138352302,0,Speak to Agent,6,general,79,9.9,Reinstate lapsed policy,follow_up_needed,Resolved on first call,4.0,False
-16631,2024-11-04 15:31:11,16714493597,4,New Quote,6,general,67,10.9,Cancel policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-16632,2024-11-04 15:31:17,12664853894,1,Claims,2,claims,275,6.5,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-16633,2024-11-04 15:46:22,16703851131,2,Billing & Payments,4,billing,162,0.0,Update address,abandoned,Customer abandoned,,False
-16634,2024-11-04 15:46:37,18219624564,3,Policy Changes,6,general,83,0.0,Request ID cards,abandoned,Customer abandoned,,False
-16635,2024-11-04 15:47:05,19282160459,4,New Quote,5,general,44,6.3,Complaint about service,resolved,Resolved on first call,2.0,True
-16636,2024-11-04 15:54:36,19131916735,0,Speak to Agent,6,general,29,4.8,Request ID cards,resolved,Transferred to supervisor,3.0,True
-16637,2024-11-04 16:02:42,18125610324,4,New Quote,5,general,148,5.1,Update address,follow_up_needed,Policy updated per customer request,3.0,False
-16638,2024-11-04 16:10:15,16376631138,3,Policy Changes,6,general,123,11.0,Payment not processed,resolved,Transferred to supervisor,3.0,True
-16639,2024-11-04 16:23:09,17731382671,2,Billing & Payments,8,billing,36,8.6,Complaint about service,resolved,Resolved on first call,5.0,True
-16640,2024-11-04 16:31:47,15955521662,3,Policy Changes,5,general,121,3.9,Update address,follow_up_needed,Resolved on first call,5.0,False
-16641,2024-11-04 16:32:04,12453555802,3,Policy Changes,5,general,0,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-16642,2024-11-04 16:36:02,15114290686,0,Speak to Agent,5,general,173,5.0,Dispute claim denial,transferred,Payment processed successfully,2.0,False
-16643,2024-11-04 16:50:22,12367303776,4,New Quote,5,general,149,11.2,Update payment method,resolved,Transferred to supervisor,3.0,True
-16644,2024-11-04 16:57:52,15634543694,4,New Quote,5,general,264,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-16645,2024-11-04 17:09:05,14955294315,3,Policy Changes,5,general,158,4.3,Update address,follow_up_needed,Customer requested manager,4.0,False
-16646,2024-11-04 17:12:12,15238320360,3,Policy Changes,6,general,74,6.1,Request ID cards,resolved,Transferred to supervisor,4.0,True
-16647,2024-11-04 17:20:01,19988944062,1,Claims,7,claims,88,4.6,Report accident,follow_up_needed,Policy updated per customer request,3.0,False
-16648,2024-11-04 17:39:06,15395609197,1,Claims,1,claims,0,0.0,Payment not processed,abandoned,Customer abandoned,,False
-16649,2024-11-04 17:43:23,17130883471,3,Policy Changes,5,general,173,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-16650,2024-11-04 17:44:34,19814914533,4,New Quote,5,general,205,1.9,Filing new auto claim,resolved,"Information provided, no action needed",4.0,True
-16651,2024-11-04 17:51:55,12361923667,4,New Quote,5,general,69,7.1,General coverage question,resolved,Transferred to supervisor,5.0,True
-16652,2024-11-04 18:05:12,19335877925,3,Policy Changes,5,general,179,5.6,Filing new auto claim,follow_up_needed,"Information provided, no action needed",3.0,False
-16653,2024-11-04 18:23:25,19376182704,0,Speak to Agent,6,general,0,10.3,Claim status inquiry,follow_up_needed,Customer requested manager,2.0,False
-16654,2024-11-04 18:27:50,16536298473,2,Billing & Payments,4,billing,282,1.3,Cancel policy,transferred,Customer disconnected before resolution,4.0,False
-16655,2024-11-04 18:35:25,17813635128,3,Policy Changes,5,general,54,7.1,Reinstate lapsed policy,transferred,Customer requested manager,2.0,False
-16656,2024-11-04 18:37:27,19910052606,3,Policy Changes,5,general,177,4.3,Change coverage level,follow_up_needed,"Information provided, no action needed",4.0,False
-16657,2024-11-04 18:38:35,18137484007,4,New Quote,6,general,78,5.0,Update payment method,resolved,Transferred to supervisor,3.0,True
-16658,2024-11-04 18:38:41,15630579103,2,Billing & Payments,8,billing,156,5.5,Ask about discounts,resolved,Resolved on first call,5.0,True
-16659,2024-11-04 18:49:58,14800726042,2,Billing & Payments,3,billing,119,1.5,Update address,resolved,"Information provided, no action needed",3.0,True
-16660,2024-11-05 07:02:50,18947789140,0,Speak to Agent,6,general,186,10.6,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-16661,2024-11-05 07:42:49,14885588687,1,Claims,1,claims,0,12.1,Cancel policy,resolved,"Information provided, no action needed",4.0,True
-16662,2024-11-05 08:02:16,15192401506,1,Claims,7,claims,254,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-16663,2024-11-05 08:10:27,15744683051,4,New Quote,5,general,244,4.3,Update address,resolved,Customer requested manager,3.0,True
-16664,2024-11-05 08:42:31,17608758583,3,Policy Changes,5,general,134,0.0,Complaint about service,abandoned,Customer abandoned,,False
-16665,2024-11-05 08:46:47,14473994899,1,Claims,1,claims,128,2.6,Ask about discounts,resolved,"Claim filed, reference number provided",3.0,True
-16666,2024-11-05 09:01:12,18810815415,2,Billing & Payments,4,billing,111,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-16667,2024-11-05 09:16:18,14119999921,3,Policy Changes,6,general,225,7.9,Filing new auto claim,resolved,Escalated to claims adjuster,5.0,True
-16668,2024-11-05 09:23:40,14785910763,2,Billing & Payments,8,billing,139,8.3,Reinstate lapsed policy,resolved,Escalated to claims adjuster,2.0,True
-16669,2024-11-05 09:29:36,19259659570,2,Billing & Payments,8,billing,4,10.3,Add driver to policy,resolved,Customer requested manager,4.0,True
-16670,2024-11-05 10:08:37,17889377103,0,Speak to Agent,6,general,47,3.1,Complaint about service,resolved,Customer requested manager,5.0,True
-16671,2024-11-05 10:23:20,16651040813,1,Claims,2,claims,192,10.7,Report accident,follow_up_needed,Policy updated per customer request,4.0,False
-16672,2024-11-05 10:29:10,12387601620,3,Policy Changes,5,general,98,7.5,Payment not processed,resolved,"Information provided, no action needed",3.0,True
-16673,2024-11-05 10:30:21,16226521572,3,Policy Changes,6,general,0,12.5,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-16674,2024-11-05 10:31:37,19680108999,2,Billing & Payments,8,billing,151,7.0,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-16675,2024-11-05 10:45:33,16520859052,1,Claims,1,claims,399,5.1,Remove vehicle from policy,resolved,Payment processed successfully,5.0,True
-16676,2024-11-05 10:59:52,14789670310,3,Policy Changes,5,general,219,5.8,Complaint about service,resolved,Callback scheduled for tomorrow,5.0,True
-16677,2024-11-05 11:00:09,14548859800,4,New Quote,6,general,48,5.6,Request proof of insurance,follow_up_needed,Resolved on first call,3.0,False
-16678,2024-11-05 11:02:44,13873628404,0,Speak to Agent,6,general,228,8.2,Ask about deductible,resolved,"Claim filed, reference number provided",3.0,True
-16679,2024-11-05 11:05:11,13179209686,1,Claims,7,claims,156,6.4,Report accident,follow_up_needed,Escalated to claims adjuster,3.0,False
-16680,2024-11-05 11:09:49,16513782422,2,Billing & Payments,8,billing,196,6.7,Ask about discounts,follow_up_needed,"Information provided, no action needed",2.0,False
-16681,2024-11-05 11:16:53,18199728968,3,Policy Changes,5,general,112,5.4,Dispute claim denial,resolved,"Information provided, no action needed",3.0,True
-16682,2024-11-05 11:21:57,13006838639,2,Billing & Payments,3,billing,114,5.1,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-16683,2024-11-05 11:34:29,14091247580,3,Policy Changes,6,general,78,4.3,General coverage question,follow_up_needed,Policy updated per customer request,3.0,False
-16684,2024-11-05 11:40:26,19231233509,2,Billing & Payments,3,billing,212,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-16685,2024-11-05 11:50:49,12867318652,3,Policy Changes,6,general,19,6.7,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-16686,2024-11-05 11:52:11,12717320364,3,Policy Changes,6,general,159,5.9,Change coverage level,follow_up_needed,Payment processed successfully,1.0,False
-16687,2024-11-05 11:54:54,17567467518,3,Policy Changes,5,general,199,7.7,Payment not processed,resolved,Callback scheduled for tomorrow,4.0,True
-16688,2024-11-05 11:59:18,13409777321,4,New Quote,6,general,284,8.3,Request ID cards,resolved,Policy updated per customer request,4.0,True
-16689,2024-11-05 11:59:23,12097248308,2,Billing & Payments,4,billing,151,4.9,Payment not processed,follow_up_needed,Resolved on first call,4.0,False
-16690,2024-11-05 11:59:26,19579947849,3,Policy Changes,5,general,9,3.0,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-16691,2024-11-05 12:07:09,17289087345,2,Billing & Payments,3,billing,63,2.1,Ask about discounts,resolved,Customer disconnected before resolution,2.0,True
-16692,2024-11-05 12:23:38,12646603416,0,Speak to Agent,5,general,87,4.1,Payment not processed,follow_up_needed,Resolved on first call,3.0,False
-16693,2024-11-05 12:35:27,13410670116,1,Claims,2,claims,111,5.7,Request proof of insurance,follow_up_needed,Customer disconnected before resolution,2.0,False
-16694,2024-11-05 12:53:24,12302672492,2,Billing & Payments,3,billing,125,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-16695,2024-11-05 13:10:02,15045691421,1,Claims,2,claims,74,7.9,Complaint about service,resolved,Payment processed successfully,3.0,True
-16696,2024-11-05 13:16:19,17377075625,3,Policy Changes,5,general,228,1.7,Report accident,resolved,Customer disconnected before resolution,5.0,True
-16697,2024-11-05 13:19:14,16937177960,4,New Quote,6,general,136,3.4,Payment not processed,resolved,"Claim filed, reference number provided",4.0,True
-16698,2024-11-05 13:20:36,17518530991,1,Claims,7,claims,94,7.0,Report accident,resolved,Policy updated per customer request,5.0,True
-16699,2024-11-05 13:39:00,18735392412,4,New Quote,6,general,0,8.8,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-16700,2024-11-05 13:46:15,18048359759,0,Speak to Agent,5,general,159,2.3,Cancel policy,transferred,Resolved on first call,2.0,False
-16701,2024-11-05 13:47:53,19212080462,0,Speak to Agent,6,general,93,4.7,Update payment method,resolved,Payment processed successfully,4.0,True
-16702,2024-11-05 13:51:21,16988168858,3,Policy Changes,6,general,33,11.0,Payment not processed,follow_up_needed,"Claim filed, reference number provided",4.0,False
-16703,2024-11-05 14:07:14,16158652014,3,Policy Changes,5,general,36,10.2,Claim status inquiry,resolved,"Claim filed, reference number provided",3.0,True
-16704,2024-11-05 14:13:23,18617117867,0,Speak to Agent,5,general,23,5.7,Inquire about premium increase,follow_up_needed,Customer requested manager,3.0,False
-16705,2024-11-05 14:30:33,18651174489,1,Claims,7,claims,161,1.6,Report accident,resolved,Policy updated per customer request,4.0,True
-16706,2024-11-05 14:30:35,14750756767,4,New Quote,5,general,33,3.9,Update payment method,follow_up_needed,Customer disconnected before resolution,3.0,False
-16707,2024-11-05 14:32:12,14616182706,2,Billing & Payments,3,billing,143,5.0,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,3.0,False
-16708,2024-11-05 14:45:24,17842096758,1,Claims,7,claims,64,8.8,Report accident,resolved,Resolved on first call,4.0,True
-16709,2024-11-05 14:45:40,12530856633,0,Speak to Agent,6,general,84,0.0,General coverage question,abandoned,Customer abandoned,,False
-16710,2024-11-05 14:46:51,14112613497,4,New Quote,5,general,106,6.3,Filing new auto claim,resolved,Customer disconnected before resolution,5.0,True
-16711,2024-11-05 15:05:02,14486601407,2,Billing & Payments,3,billing,160,9.0,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-16712,2024-11-05 15:15:27,16088769486,2,Billing & Payments,3,billing,0,5.6,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-16713,2024-11-05 15:16:43,17788714957,0,Speak to Agent,5,general,85,4.7,Inquire about premium increase,transferred,Escalated to claims adjuster,4.0,False
-16714,2024-11-05 15:17:07,14484408462,4,New Quote,5,general,30,2.5,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-16715,2024-11-05 15:29:47,14994781352,3,Policy Changes,5,general,0,4.4,Update payment method,resolved,Customer disconnected before resolution,5.0,True
-16716,2024-11-05 15:38:23,12382564447,4,New Quote,6,general,29,7.8,General coverage question,resolved,"Information provided, no action needed",4.0,True
-16717,2024-11-05 15:38:47,14147898971,1,Claims,1,claims,107,5.1,Report accident,follow_up_needed,"Claim filed, reference number provided",3.0,False
-16718,2024-11-05 15:39:15,19611320948,0,Speak to Agent,6,general,76,8.9,General coverage question,transferred,Policy updated per customer request,3.0,False
-16719,2024-11-05 15:56:19,16044530369,4,New Quote,5,general,185,3.7,Request ID cards,follow_up_needed,Customer requested manager,1.0,False
-16720,2024-11-05 16:00:44,17297358942,2,Billing & Payments,3,billing,55,1.0,Update address,resolved,Policy updated per customer request,3.0,True
-16721,2024-11-05 16:35:53,19369433347,3,Policy Changes,5,general,116,0.0,Report accident,abandoned,Customer abandoned,,False
-16722,2024-11-05 16:50:02,16083344927,1,Claims,2,claims,157,7.2,Update payment method,transferred,Customer requested manager,3.0,False
-16723,2024-11-05 17:03:00,13068310398,4,New Quote,6,general,55,6.5,Claim status inquiry,transferred,Customer requested manager,3.0,False
-16724,2024-11-05 17:04:17,15654036722,1,Claims,2,claims,242,8.8,Request ID cards,transferred,"Claim filed, reference number provided",1.0,False
-16725,2024-11-05 17:05:47,19921805740,2,Billing & Payments,4,billing,270,4.4,Update payment method,follow_up_needed,Customer requested manager,2.0,False
-16726,2024-11-05 17:12:00,13034820604,4,New Quote,6,general,215,8.0,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-16727,2024-11-05 17:18:26,14827227928,4,New Quote,5,general,99,5.3,Change coverage level,resolved,Policy updated per customer request,4.0,True
-16728,2024-11-05 17:21:28,12881570250,3,Policy Changes,5,general,14,5.7,Request proof of insurance,resolved,Customer disconnected before resolution,5.0,True
-16729,2024-11-05 17:22:48,18539590246,1,Claims,7,claims,37,2.4,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-16730,2024-11-05 17:23:22,13208555636,0,Speak to Agent,6,general,74,8.9,Cancel policy,resolved,Policy updated per customer request,5.0,True
-16731,2024-11-05 17:32:58,15595929420,2,Billing & Payments,3,billing,73,7.4,Request ID cards,resolved,"Information provided, no action needed",3.0,True
-16732,2024-11-05 17:44:31,14198419337,2,Billing & Payments,4,billing,119,4.4,Claim status inquiry,resolved,Escalated to claims adjuster,4.0,True
-16733,2024-11-05 17:58:16,14290595573,3,Policy Changes,6,general,98,10.2,Request proof of insurance,resolved,Transferred to supervisor,3.0,True
-16734,2024-11-05 17:58:19,18996412222,2,Billing & Payments,3,billing,276,6.9,Ask about discounts,resolved,Escalated to claims adjuster,4.0,True
-16735,2024-11-05 18:10:37,15504198429,0,Speak to Agent,5,general,239,10.9,General coverage question,resolved,Resolved on first call,5.0,True
-16736,2024-11-05 18:15:54,16506846554,0,Speak to Agent,6,general,218,7.6,Change coverage level,resolved,"Claim filed, reference number provided",3.0,True
-16737,2024-11-05 18:24:07,15431596816,3,Policy Changes,5,general,72,4.6,General coverage question,follow_up_needed,Escalated to claims adjuster,3.0,False
-16738,2024-11-05 18:36:38,19227482283,0,Speak to Agent,5,general,54,6.6,Ask about discounts,transferred,Customer requested manager,1.0,False
-16739,2024-11-05 18:58:17,14826184971,4,New Quote,5,general,181,3.5,Report accident,transferred,Customer disconnected before resolution,3.0,False
-16740,2024-11-06 07:02:42,13769326155,1,Claims,2,claims,46,5.7,Ask about deductible,resolved,Customer requested manager,4.0,True
-16741,2024-11-06 07:33:52,17640849094,2,Billing & Payments,3,billing,0,8.6,Ask about deductible,resolved,Policy updated per customer request,2.0,True
-16742,2024-11-06 08:14:07,12982612447,4,New Quote,5,general,0,6.9,Request proof of insurance,resolved,Policy updated per customer request,5.0,True
-16743,2024-11-06 08:14:32,16435863857,1,Claims,1,claims,0,5.6,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-16744,2024-11-06 08:34:50,17556080810,2,Billing & Payments,4,billing,187,6.8,Filing new auto claim,resolved,Customer disconnected before resolution,3.0,True
-16745,2024-11-06 08:39:09,19894254754,2,Billing & Payments,8,billing,25,7.2,Cancel policy,follow_up_needed,Customer requested manager,2.0,False
-16746,2024-11-06 08:40:25,13247567704,1,Claims,1,claims,114,1.4,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",4.0,False
-16747,2024-11-06 08:40:57,16363870320,3,Policy Changes,6,general,58,6.7,Request payment plan,follow_up_needed,Transferred to supervisor,3.0,False
-16748,2024-11-06 08:45:17,13279226260,1,Claims,2,claims,68,10.3,Ask about discounts,resolved,Customer disconnected before resolution,5.0,True
-16749,2024-11-06 08:54:31,19629977327,0,Speak to Agent,6,general,127,12.9,Dispute claim denial,resolved,Escalated to claims adjuster,5.0,True
-16750,2024-11-06 09:06:01,15991868480,3,Policy Changes,6,general,215,14.6,Inquire about premium increase,resolved,Customer disconnected before resolution,5.0,True
-16751,2024-11-06 09:20:24,13381187257,4,New Quote,6,general,106,3.4,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-16752,2024-11-06 09:28:52,16092337810,0,Speak to Agent,5,general,0,6.1,Filing new auto claim,resolved,Transferred to supervisor,3.0,True
-16753,2024-11-06 09:31:43,15351610022,2,Billing & Payments,3,billing,5,6.6,Update payment method,follow_up_needed,Policy updated per customer request,4.0,False
-16754,2024-11-06 09:43:32,17998049379,4,New Quote,6,general,138,5.1,Ask about deductible,follow_up_needed,Escalated to claims adjuster,3.0,False
-16755,2024-11-06 09:44:41,13021148369,1,Claims,1,claims,0,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-16756,2024-11-06 09:54:24,19259223579,2,Billing & Payments,4,billing,52,7.4,Add driver to policy,transferred,"Information provided, no action needed",1.0,False
-16757,2024-11-06 10:00:21,15683164696,0,Speak to Agent,5,general,36,2.2,General coverage question,transferred,Customer requested manager,3.0,False
-16758,2024-11-06 10:02:58,14058978504,2,Billing & Payments,8,billing,125,5.5,Change coverage level,resolved,Resolved on first call,4.0,True
-16759,2024-11-06 10:11:51,14902686463,2,Billing & Payments,8,billing,0,1.2,Add driver to policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-16760,2024-11-06 10:23:10,18090456325,3,Policy Changes,6,general,180,6.2,Claim status inquiry,follow_up_needed,"Claim filed, reference number provided",3.0,False
-16761,2024-11-06 10:28:07,12791813072,0,Speak to Agent,6,general,165,8.6,Update address,resolved,"Information provided, no action needed",5.0,True
-16762,2024-11-06 10:45:08,16634971069,0,Speak to Agent,6,general,222,11.2,Ask about deductible,resolved,Resolved on first call,4.0,True
-16763,2024-11-06 10:55:50,15923446725,2,Billing & Payments,8,billing,15,8.6,Request payment plan,resolved,Policy updated per customer request,3.0,True
-16764,2024-11-06 10:59:49,19985917246,4,New Quote,6,general,162,6.9,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-16765,2024-11-06 11:01:33,18818116779,0,Speak to Agent,6,general,146,16.8,Request proof of insurance,resolved,Policy updated per customer request,4.0,True
-16766,2024-11-06 11:02:02,19033562057,4,New Quote,5,general,164,0.5,Cancel policy,resolved,Policy updated per customer request,3.0,True
-16767,2024-11-06 11:05:35,14762356293,1,Claims,1,claims,46,1.0,Complaint about service,resolved,"Claim filed, reference number provided",3.0,True
-16768,2024-11-06 11:06:15,12933886598,1,Claims,7,claims,254,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-16769,2024-11-06 11:17:08,19671355333,3,Policy Changes,6,general,205,8.7,Reinstate lapsed policy,transferred,Customer disconnected before resolution,2.0,False
-16770,2024-11-06 11:21:56,18872277997,1,Claims,7,claims,171,2.6,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-16771,2024-11-06 11:26:54,14432186247,1,Claims,7,claims,76,7.8,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-16772,2024-11-06 11:32:50,15159555768,0,Speak to Agent,5,general,255,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-16773,2024-11-06 11:33:30,17080299444,4,New Quote,5,general,44,3.9,Inquire about premium increase,follow_up_needed,Escalated to claims adjuster,2.0,False
-16774,2024-11-06 11:47:48,19594904401,0,Speak to Agent,5,general,175,7.5,Payment not processed,resolved,Transferred to supervisor,4.0,True
-16775,2024-11-06 11:50:04,13207358042,2,Billing & Payments,4,billing,50,6.0,Change coverage level,resolved,Escalated to claims adjuster,5.0,True
-16776,2024-11-06 11:58:23,14811882984,1,Claims,1,claims,113,5.6,Remove vehicle from policy,transferred,Escalated to claims adjuster,3.0,False
-16777,2024-11-06 13:23:48,16121885451,1,Claims,2,claims,24,7.7,Update payment method,resolved,Transferred to supervisor,4.0,True
-16778,2024-11-06 13:38:18,18243479097,1,Claims,7,claims,251,2.7,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-16779,2024-11-06 13:39:30,17745478392,2,Billing & Payments,4,billing,143,0.0,Update payment method,abandoned,Customer abandoned,,False
-16780,2024-11-06 13:40:58,17640056309,1,Claims,2,claims,257,8.2,Remove vehicle from policy,transferred,Customer disconnected before resolution,3.0,False
-16781,2024-11-06 14:09:59,19880951870,4,New Quote,5,general,212,6.0,Cancel policy,resolved,Policy updated per customer request,4.0,True
-16782,2024-11-06 14:21:19,14670915476,2,Billing & Payments,8,billing,111,2.4,Complaint about service,follow_up_needed,Escalated to claims adjuster,4.0,False
-16783,2024-11-06 14:30:52,19832520233,4,New Quote,6,general,121,10.1,Request payment plan,transferred,Callback scheduled for tomorrow,4.0,False
-16784,2024-11-06 14:32:23,16968085433,2,Billing & Payments,4,billing,149,10.3,Ask about deductible,follow_up_needed,"Information provided, no action needed",5.0,False
-16785,2024-11-06 14:34:09,12145900868,2,Billing & Payments,3,billing,268,7.6,Change coverage level,follow_up_needed,Transferred to supervisor,3.0,False
-16786,2024-11-06 14:40:25,19797349049,4,New Quote,5,general,237,5.2,Inquire about premium increase,resolved,Customer requested manager,3.0,True
-16787,2024-11-06 14:42:16,12192745326,2,Billing & Payments,4,billing,169,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-16788,2024-11-06 15:14:42,13304838147,1,Claims,7,claims,192,7.5,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",4.0,False
-16789,2024-11-06 15:30:17,18984572375,2,Billing & Payments,3,billing,135,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-16790,2024-11-06 15:39:34,19989883204,0,Speak to Agent,5,general,159,1.9,Filing new auto claim,resolved,"Claim filed, reference number provided",5.0,True
-16791,2024-11-06 15:43:18,16117177407,2,Billing & Payments,8,billing,59,5.6,Change coverage level,follow_up_needed,"Claim filed, reference number provided",4.0,False
-16792,2024-11-06 15:57:38,17990366608,3,Policy Changes,6,general,176,7.2,General coverage question,resolved,Escalated to claims adjuster,5.0,True
-16793,2024-11-06 16:13:05,18295284599,1,Claims,1,claims,134,3.3,Payment not processed,resolved,Policy updated per customer request,3.0,True
-16794,2024-11-06 16:15:30,13178965701,3,Policy Changes,6,general,212,4.3,Complaint about service,resolved,Customer requested manager,1.0,True
-16795,2024-11-06 16:20:03,15977584222,3,Policy Changes,5,general,0,5.0,Complaint about service,follow_up_needed,Transferred to supervisor,1.0,False
-16796,2024-11-06 16:41:38,16014035740,2,Billing & Payments,3,billing,105,7.1,Update address,resolved,Callback scheduled for tomorrow,3.0,True
-16797,2024-11-06 16:49:15,14094736828,3,Policy Changes,5,general,55,9.2,Change coverage level,follow_up_needed,Escalated to claims adjuster,1.0,False
-16798,2024-11-06 16:54:33,13789780723,0,Speak to Agent,5,general,4,1.7,General coverage question,transferred,Escalated to claims adjuster,5.0,False
-16799,2024-11-06 16:55:58,16780427918,3,Policy Changes,5,general,84,5.8,Payment not processed,resolved,"Claim filed, reference number provided",4.0,True
-16800,2024-11-06 17:25:27,19336292673,0,Speak to Agent,6,general,57,5.1,Payment not processed,follow_up_needed,"Information provided, no action needed",3.0,False
-16801,2024-11-06 17:34:49,14693162351,0,Speak to Agent,6,general,135,11.3,Cancel policy,resolved,Policy updated per customer request,3.0,True
-16802,2024-11-06 17:39:56,17174791306,0,Speak to Agent,5,general,168,3.5,Update payment method,transferred,Transferred to supervisor,3.0,False
-16803,2024-11-06 18:32:36,18724813268,2,Billing & Payments,4,billing,189,7.5,Update address,follow_up_needed,Transferred to supervisor,2.0,False
-16804,2024-11-06 18:34:06,14405027404,4,New Quote,6,general,61,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-16805,2024-11-06 18:40:20,15358423558,1,Claims,2,claims,217,7.3,Filing new auto claim,follow_up_needed,Customer disconnected before resolution,4.0,False
-16806,2024-11-06 18:51:21,18877431318,3,Policy Changes,6,general,78,7.6,Request proof of insurance,follow_up_needed,Resolved on first call,3.0,False
-16807,2024-11-07 07:10:52,18128038631,4,New Quote,6,general,175,8.3,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-16808,2024-11-07 07:36:57,18300609381,2,Billing & Payments,8,billing,182,2.6,Ask about discounts,resolved,Resolved on first call,4.0,True
-16809,2024-11-07 07:44:02,18854295166,1,Claims,7,claims,63,0.0,Update payment method,abandoned,Customer abandoned,,False
-16810,2024-11-07 07:57:50,16193423392,4,New Quote,6,general,283,2.8,Request proof of insurance,resolved,"Information provided, no action needed",5.0,True
-16811,2024-11-07 07:58:12,16220960402,3,Policy Changes,6,general,137,7.3,Request proof of insurance,resolved,Customer requested manager,2.0,True
-16812,2024-11-07 08:09:54,19400479429,2,Billing & Payments,8,billing,94,4.0,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-16813,2024-11-07 08:11:40,13973319063,3,Policy Changes,6,general,50,4.3,Report accident,resolved,Transferred to supervisor,4.0,True
-16814,2024-11-07 08:12:57,18427738369,4,New Quote,5,general,43,7.4,Ask about discounts,resolved,"Information provided, no action needed",3.0,True
-16815,2024-11-07 08:28:57,14905488384,4,New Quote,6,general,155,7.6,Inquire about premium increase,resolved,Customer disconnected before resolution,3.0,True
-16816,2024-11-07 08:33:56,15602537179,2,Billing & Payments,8,billing,154,0.6,Change coverage level,resolved,Resolved on first call,5.0,True
-16817,2024-11-07 08:34:53,16358800642,1,Claims,2,claims,113,8.8,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-16818,2024-11-07 08:43:18,12693951735,2,Billing & Payments,8,billing,0,1.4,Dispute claim denial,resolved,Payment processed successfully,3.0,True
-16819,2024-11-07 08:53:36,16357073369,0,Speak to Agent,6,general,123,10.5,Request ID cards,resolved,Customer requested manager,3.0,True
-16820,2024-11-07 09:05:02,17941348989,3,Policy Changes,5,general,49,9.7,Remove vehicle from policy,resolved,Resolved on first call,5.0,True
-16821,2024-11-07 09:05:36,18751161630,3,Policy Changes,6,general,151,5.8,Request ID cards,resolved,Policy updated per customer request,3.0,True
-16822,2024-11-07 09:05:57,13808324684,1,Claims,1,claims,11,6.0,Update address,transferred,Customer requested manager,2.0,False
-16823,2024-11-07 09:07:06,15237382090,4,New Quote,5,general,0,3.4,Filing new auto claim,follow_up_needed,Policy updated per customer request,5.0,False
-16824,2024-11-07 09:13:13,18709804725,1,Claims,2,claims,129,7.3,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-16825,2024-11-07 09:24:23,17170524999,3,Policy Changes,6,general,29,6.9,Cancel policy,resolved,Callback scheduled for tomorrow,5.0,True
-16826,2024-11-07 09:25:44,18540689212,0,Speak to Agent,6,general,35,12.4,Change coverage level,transferred,Callback scheduled for tomorrow,2.0,False
-16827,2024-11-07 09:30:26,18363716167,2,Billing & Payments,8,billing,202,5.2,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-16828,2024-11-07 09:35:32,17789614093,1,Claims,1,claims,116,4.0,Remove vehicle from policy,resolved,Escalated to claims adjuster,5.0,True
-16829,2024-11-07 09:41:21,14772042496,3,Policy Changes,5,general,104,5.0,Add driver to policy,resolved,Customer requested manager,5.0,True
-16830,2024-11-07 09:44:46,19178208068,2,Billing & Payments,3,billing,113,5.6,Claim status inquiry,follow_up_needed,Resolved on first call,4.0,False
-16831,2024-11-07 09:45:57,16717032352,2,Billing & Payments,8,billing,155,2.0,Filing new auto claim,transferred,Policy updated per customer request,4.0,False
-16832,2024-11-07 09:48:59,17055674644,2,Billing & Payments,3,billing,169,4.8,Reinstate lapsed policy,resolved,Transferred to supervisor,4.0,True
-16833,2024-11-07 09:59:16,16731900595,2,Billing & Payments,8,billing,165,5.1,Ask about discounts,transferred,Escalated to claims adjuster,2.0,False
-16834,2024-11-07 10:02:48,16707541576,1,Claims,2,claims,228,7.5,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-16835,2024-11-07 10:06:25,14456877805,4,New Quote,6,general,91,6.4,Inquire about premium increase,transferred,Callback scheduled for tomorrow,4.0,False
-16836,2024-11-07 10:06:51,13901783938,3,Policy Changes,6,general,87,8.9,Report accident,resolved,Callback scheduled for tomorrow,4.0,True
-16837,2024-11-07 10:07:30,15531380683,0,Speak to Agent,5,general,74,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-16838,2024-11-07 10:12:23,13419326206,0,Speak to Agent,6,general,229,12.7,Update address,follow_up_needed,Customer requested manager,3.0,False
-16839,2024-11-07 10:14:01,15341668325,1,Claims,7,claims,308,5.0,Add driver to policy,resolved,Callback scheduled for tomorrow,5.0,True
-16840,2024-11-07 10:15:59,17305117403,3,Policy Changes,6,general,215,8.3,Ask about deductible,follow_up_needed,Customer requested manager,5.0,False
-16841,2024-11-07 10:22:57,14742689250,3,Policy Changes,6,general,115,8.9,Change coverage level,follow_up_needed,Customer disconnected before resolution,2.0,False
-16842,2024-11-07 10:52:11,12468645576,2,Billing & Payments,4,billing,132,4.3,Remove vehicle from policy,resolved,Transferred to supervisor,4.0,True
-16843,2024-11-07 10:55:17,13307099476,0,Speak to Agent,5,general,118,2.7,Claim status inquiry,transferred,Payment processed successfully,4.0,False
-16844,2024-11-07 11:03:26,14650583782,2,Billing & Payments,3,billing,0,7.6,Claim status inquiry,transferred,Policy updated per customer request,3.0,False
-16845,2024-11-07 11:13:49,16384679217,2,Billing & Payments,8,billing,174,8.1,Complaint about service,resolved,Payment processed successfully,4.0,True
-16846,2024-11-07 11:35:44,19554330816,0,Speak to Agent,5,general,150,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-16847,2024-11-07 11:40:33,12889849714,0,Speak to Agent,5,general,105,2.3,Payment not processed,resolved,Callback scheduled for tomorrow,4.0,True
-16848,2024-11-07 11:47:45,16525615297,4,New Quote,6,general,233,7.9,Request payment plan,resolved,"Claim filed, reference number provided",5.0,True
-16849,2024-11-07 11:49:30,16047676462,3,Policy Changes,5,general,98,6.1,Ask about discounts,resolved,Escalated to claims adjuster,3.0,True
-16850,2024-11-07 11:50:47,14804847116,2,Billing & Payments,3,billing,87,4.9,Remove vehicle from policy,follow_up_needed,Payment processed successfully,3.0,False
-16851,2024-11-07 11:51:40,15011006287,1,Claims,7,claims,24,6.2,Update address,resolved,Callback scheduled for tomorrow,3.0,True
-16852,2024-11-07 12:00:18,19062515959,3,Policy Changes,5,general,180,7.7,Request payment plan,resolved,Transferred to supervisor,3.0,True
-16853,2024-11-07 12:09:03,19838351590,0,Speak to Agent,6,general,37,4.0,Filing new auto claim,resolved,Resolved on first call,4.0,True
-16854,2024-11-07 12:42:06,14242276580,0,Speak to Agent,5,general,97,1.9,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-16855,2024-11-07 13:05:57,18866347935,2,Billing & Payments,8,billing,27,7.0,Request ID cards,follow_up_needed,Transferred to supervisor,4.0,False
-16856,2024-11-07 13:20:15,16688414059,3,Policy Changes,5,general,266,6.8,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-16857,2024-11-07 13:31:30,18048075931,1,Claims,7,claims,348,5.4,Update payment method,resolved,Escalated to claims adjuster,5.0,True
-16858,2024-11-07 13:49:34,14020809736,4,New Quote,5,general,112,7.0,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-16859,2024-11-07 14:14:58,15166053818,3,Policy Changes,5,general,35,6.9,Filing new auto claim,resolved,Resolved on first call,3.0,True
-16860,2024-11-07 14:22:07,17462362793,1,Claims,2,claims,227,4.7,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-16861,2024-11-07 14:24:05,13478174981,2,Billing & Payments,4,billing,105,5.7,Complaint about service,resolved,"Claim filed, reference number provided",5.0,True
-16862,2024-11-07 14:27:17,15444425238,2,Billing & Payments,8,billing,7,9.5,Reinstate lapsed policy,transferred,Transferred to supervisor,4.0,False
-16863,2024-11-07 14:29:08,12946484880,1,Claims,7,claims,71,5.7,Add driver to policy,transferred,Policy updated per customer request,2.0,False
-16864,2024-11-07 14:32:13,18394465435,1,Claims,7,claims,174,5.1,Payment not processed,follow_up_needed,Transferred to supervisor,3.0,False
-16865,2024-11-07 14:38:34,18984547246,1,Claims,2,claims,61,8.7,General coverage question,resolved,"Information provided, no action needed",5.0,True
-16866,2024-11-07 14:39:28,18853786576,1,Claims,2,claims,159,4.9,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-16867,2024-11-07 14:48:40,18467002723,3,Policy Changes,6,general,118,10.4,Request ID cards,follow_up_needed,Payment processed successfully,2.0,False
-16868,2024-11-07 15:05:23,19048325183,0,Speak to Agent,5,general,94,11.3,Report accident,resolved,"Information provided, no action needed",4.0,True
-16869,2024-11-07 15:09:43,19260970544,0,Speak to Agent,5,general,191,9.1,Dispute claim denial,resolved,Payment processed successfully,3.0,True
-16870,2024-11-07 15:12:48,14139282813,0,Speak to Agent,6,general,206,12.1,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,5.0,True
-16871,2024-11-07 15:20:53,14634219589,1,Claims,1,claims,84,7.6,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-16872,2024-11-07 15:29:12,13840003011,1,Claims,1,claims,135,1.5,Change coverage level,follow_up_needed,Transferred to supervisor,3.0,False
-16873,2024-11-07 15:30:40,17052998836,2,Billing & Payments,8,billing,73,2.5,Claim status inquiry,resolved,Escalated to claims adjuster,5.0,True
-16874,2024-11-07 15:34:58,19831802360,2,Billing & Payments,4,billing,49,4.2,Ask about discounts,follow_up_needed,"Claim filed, reference number provided",3.0,False
-16875,2024-11-07 15:42:23,15820550996,3,Policy Changes,6,general,84,9.3,Request proof of insurance,resolved,Escalated to claims adjuster,5.0,True
-16876,2024-11-07 16:11:51,19126761363,3,Policy Changes,6,general,59,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-16877,2024-11-07 16:29:31,17648063454,4,New Quote,6,general,332,7.7,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-16878,2024-11-07 16:39:23,12533277824,4,New Quote,6,general,237,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-16879,2024-11-07 16:45:28,19700900460,0,Speak to Agent,5,general,97,3.2,Request payment plan,resolved,Customer disconnected before resolution,4.0,True
-16880,2024-11-07 17:16:31,18915681541,1,Claims,2,claims,105,13.9,Claim status inquiry,follow_up_needed,Customer requested manager,3.0,False
-16881,2024-11-07 17:18:16,18043426797,3,Policy Changes,5,general,86,4.7,Report accident,resolved,Payment processed successfully,3.0,True
-16882,2024-11-07 17:23:25,15297476477,3,Policy Changes,6,general,96,11.7,Add driver to policy,resolved,Callback scheduled for tomorrow,3.0,True
-16883,2024-11-07 17:28:24,17595173525,4,New Quote,6,general,116,7.9,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-16884,2024-11-07 18:31:27,13171657710,0,Speak to Agent,6,general,93,3.8,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-16885,2024-11-07 18:33:13,13263842468,3,Policy Changes,6,general,137,9.0,Claim status inquiry,follow_up_needed,Escalated to claims adjuster,3.0,False
-16886,2024-11-07 18:35:07,19438092016,0,Speak to Agent,5,general,216,6.9,Request payment plan,resolved,Resolved on first call,4.0,True
-16887,2024-11-07 18:39:22,16735548788,0,Speak to Agent,6,general,142,6.6,Update address,resolved,Transferred to supervisor,2.0,True
-16888,2024-11-07 18:52:28,17103112258,1,Claims,1,claims,241,6.7,Cancel policy,follow_up_needed,Resolved on first call,3.0,False
-16889,2024-11-08 07:00:47,18071812160,4,New Quote,5,general,79,8.0,Payment not processed,resolved,Customer disconnected before resolution,3.0,True
-16890,2024-11-08 07:19:36,16102961368,2,Billing & Payments,4,billing,206,7.3,Remove vehicle from policy,resolved,Policy updated per customer request,5.0,True
-16891,2024-11-08 07:33:23,13012655720,1,Claims,1,claims,157,8.6,Add driver to policy,transferred,Policy updated per customer request,5.0,False
-16892,2024-11-08 08:10:08,18404030685,2,Billing & Payments,8,billing,130,2.2,Complaint about service,resolved,Escalated to claims adjuster,2.0,True
-16893,2024-11-08 08:14:22,19219858184,4,New Quote,5,general,30,3.7,Complaint about service,follow_up_needed,"Claim filed, reference number provided",3.0,False
-16894,2024-11-08 08:25:10,17211868697,0,Speak to Agent,5,general,127,2.5,Request proof of insurance,resolved,"Information provided, no action needed",4.0,True
-16895,2024-11-08 08:40:44,12805373502,0,Speak to Agent,6,general,98,9.2,Update address,resolved,Resolved on first call,4.0,True
-16896,2024-11-08 08:55:28,18577793205,3,Policy Changes,6,general,152,10.9,Ask about deductible,follow_up_needed,Payment processed successfully,2.0,False
-16897,2024-11-08 09:01:40,19814509543,3,Policy Changes,5,general,218,6.8,General coverage question,resolved,Resolved on first call,3.0,True
-16898,2024-11-08 09:05:07,12800773129,0,Speak to Agent,6,general,0,12.6,Complaint about service,resolved,Customer requested manager,5.0,True
-16899,2024-11-08 09:12:54,15926894254,0,Speak to Agent,5,general,232,7.1,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-16900,2024-11-08 09:14:44,13262335746,0,Speak to Agent,5,general,0,1.5,Claim status inquiry,resolved,Policy updated per customer request,3.0,True
-16901,2024-11-08 09:40:05,13583348716,3,Policy Changes,6,general,131,10.4,Inquire about premium increase,resolved,Transferred to supervisor,3.0,True
-16902,2024-11-08 09:43:32,14184393219,1,Claims,2,claims,81,8.9,Inquire about premium increase,resolved,Transferred to supervisor,3.0,True
-16903,2024-11-08 09:53:43,16289864449,2,Billing & Payments,4,billing,174,7.2,Remove vehicle from policy,resolved,Transferred to supervisor,5.0,True
-16904,2024-11-08 09:54:29,15833151698,4,New Quote,6,general,133,9.9,Ask about discounts,transferred,Escalated to claims adjuster,3.0,False
-16905,2024-11-08 10:02:50,16717232241,1,Claims,2,claims,260,13.7,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-16906,2024-11-08 10:04:12,12326267314,3,Policy Changes,5,general,0,6.8,Claim status inquiry,resolved,"Claim filed, reference number provided",5.0,True
-16907,2024-11-08 10:06:46,14049049840,0,Speak to Agent,5,general,49,5.2,Ask about deductible,resolved,Escalated to claims adjuster,3.0,True
-16908,2024-11-08 10:18:07,19574879601,0,Speak to Agent,6,general,182,4.0,Change coverage level,resolved,Policy updated per customer request,4.0,True
-16909,2024-11-08 10:45:17,12770955939,0,Speak to Agent,6,general,199,6.0,Update address,resolved,Customer requested manager,5.0,True
-16910,2024-11-08 10:48:39,15937129142,0,Speak to Agent,6,general,27,11.9,Claim status inquiry,resolved,Customer disconnected before resolution,5.0,True
-16911,2024-11-08 10:52:34,16141239059,4,New Quote,5,general,216,5.7,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",5.0,True
-16912,2024-11-08 11:03:54,18075479759,2,Billing & Payments,8,billing,99,3.7,Cancel policy,follow_up_needed,"Information provided, no action needed",4.0,False
-16913,2024-11-08 11:07:49,17681110927,2,Billing & Payments,8,billing,64,5.1,Filing new auto claim,resolved,Payment processed successfully,3.0,True
-16914,2024-11-08 11:21:29,17136840503,2,Billing & Payments,4,billing,0,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-16915,2024-11-08 11:31:28,14011528870,0,Speak to Agent,6,general,138,0.0,Update address,abandoned,Customer abandoned,,False
-16916,2024-11-08 11:48:08,16193009041,1,Claims,1,claims,161,5.1,Complaint about service,resolved,Policy updated per customer request,4.0,True
-16917,2024-11-08 11:53:40,19963992798,0,Speak to Agent,6,general,236,10.4,Claim status inquiry,resolved,Resolved on first call,4.0,True
-16918,2024-11-08 11:59:47,18605075530,1,Claims,2,claims,42,7.5,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-16919,2024-11-08 12:08:54,18033186058,3,Policy Changes,5,general,191,0.5,Update payment method,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-16920,2024-11-08 12:12:05,14497792686,2,Billing & Payments,8,billing,220,5.3,Reinstate lapsed policy,transferred,Payment processed successfully,3.0,False
-16921,2024-11-08 12:15:06,19547836308,3,Policy Changes,5,general,140,10.0,Complaint about service,resolved,Transferred to supervisor,4.0,True
-16922,2024-11-08 12:15:20,19185186972,0,Speak to Agent,6,general,0,6.8,Ask about discounts,transferred,Escalated to claims adjuster,4.0,False
-16923,2024-11-08 12:28:12,19602851203,1,Claims,7,claims,77,4.5,Update payment method,resolved,Payment processed successfully,5.0,True
-16924,2024-11-08 12:57:37,12436202781,0,Speak to Agent,6,general,147,8.1,Inquire about premium increase,transferred,Callback scheduled for tomorrow,2.0,False
-16925,2024-11-08 13:12:17,19665111562,1,Claims,1,claims,126,4.1,Filing new auto claim,resolved,Customer requested manager,5.0,True
-16926,2024-11-08 13:19:13,12350866267,0,Speak to Agent,5,general,204,6.5,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-16927,2024-11-08 13:40:07,17127109076,3,Policy Changes,5,general,71,11.2,General coverage question,resolved,"Claim filed, reference number provided",2.0,True
-16928,2024-11-08 13:45:56,14444344435,3,Policy Changes,5,general,60,1.1,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-16929,2024-11-08 13:49:31,18415454491,4,New Quote,6,general,140,7.4,Request payment plan,resolved,"Claim filed, reference number provided",1.0,True
-16930,2024-11-08 13:50:48,13913324881,1,Claims,7,claims,0,4.0,Request ID cards,resolved,Customer disconnected before resolution,5.0,True
-16931,2024-11-08 13:55:28,17699815714,3,Policy Changes,5,general,0,9.5,Request payment plan,resolved,"Information provided, no action needed",4.0,True
-16932,2024-11-08 14:13:17,18568218666,0,Speak to Agent,5,general,80,2.5,Ask about discounts,follow_up_needed,Customer disconnected before resolution,3.0,False
-16933,2024-11-08 14:30:56,17276028880,3,Policy Changes,5,general,62,6.2,Payment not processed,resolved,"Claim filed, reference number provided",5.0,True
-16934,2024-11-08 14:37:37,15559724983,3,Policy Changes,5,general,247,5.6,Inquire about premium increase,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-16935,2024-11-08 14:45:27,18064447269,1,Claims,2,claims,108,8.4,Claim status inquiry,transferred,Callback scheduled for tomorrow,4.0,False
-16936,2024-11-08 15:00:31,18732072090,1,Claims,2,claims,84,7.2,General coverage question,follow_up_needed,Escalated to claims adjuster,4.0,False
-16937,2024-11-08 15:01:30,19875260816,4,New Quote,6,general,129,8.5,Request payment plan,transferred,"Information provided, no action needed",2.0,False
-16938,2024-11-08 15:37:05,16874275570,4,New Quote,6,general,192,6.2,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,3.0,True
-16939,2024-11-08 15:46:08,19973145400,1,Claims,2,claims,99,9.1,General coverage question,resolved,Payment processed successfully,5.0,True
-16940,2024-11-08 15:53:23,18925818664,2,Billing & Payments,3,billing,44,1.1,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-16941,2024-11-08 16:00:20,18569849166,2,Billing & Payments,4,billing,160,6.0,Dispute claim denial,follow_up_needed,Policy updated per customer request,4.0,False
-16942,2024-11-08 16:04:17,19958718410,0,Speak to Agent,6,general,72,8.9,Update address,follow_up_needed,Transferred to supervisor,3.0,False
-16943,2024-11-08 16:06:09,17123612719,2,Billing & Payments,3,billing,66,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-16944,2024-11-08 16:06:42,16259327939,3,Policy Changes,5,general,238,4.0,General coverage question,resolved,"Information provided, no action needed",4.0,True
-16945,2024-11-08 16:13:47,17201366761,4,New Quote,6,general,197,11.5,General coverage question,transferred,Policy updated per customer request,4.0,False
-16946,2024-11-08 16:38:56,12659791058,4,New Quote,5,general,96,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-16947,2024-11-08 16:46:10,17711502085,2,Billing & Payments,4,billing,116,4.8,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-16948,2024-11-08 16:49:00,12041387520,0,Speak to Agent,6,general,110,9.7,Ask about deductible,follow_up_needed,Policy updated per customer request,2.0,False
-16949,2024-11-08 17:41:40,19954657937,0,Speak to Agent,6,general,295,5.6,Ask about discounts,follow_up_needed,Transferred to supervisor,3.0,False
-16950,2024-11-08 18:06:26,15626585589,4,New Quote,6,general,131,4.4,Add driver to policy,resolved,Policy updated per customer request,3.0,True
-16951,2024-11-08 18:06:51,18368867188,3,Policy Changes,6,general,208,6.3,Payment not processed,follow_up_needed,Customer disconnected before resolution,2.0,False
-16952,2024-11-08 18:10:56,18728929049,2,Billing & Payments,3,billing,44,5.3,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-16953,2024-11-08 18:14:54,18087240426,3,Policy Changes,5,general,112,8.8,Complaint about service,resolved,Policy updated per customer request,4.0,True
-16954,2024-11-08 18:28:01,15052522728,3,Policy Changes,6,general,223,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-16955,2024-11-09 09:05:41,17890499686,3,Policy Changes,6,general,123,7.5,Update address,resolved,"Claim filed, reference number provided",3.0,True
-16956,2024-11-09 09:11:32,16215911233,1,Claims,1,claims,62,10.8,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-16957,2024-11-09 09:14:06,13736844737,4,New Quote,5,general,175,6.6,Payment not processed,resolved,Resolved on first call,3.0,True
-16958,2024-11-09 09:24:39,19104352787,1,Claims,7,claims,198,5.8,Ask about deductible,transferred,"Information provided, no action needed",3.0,False
-16959,2024-11-09 09:26:26,13340080843,1,Claims,2,claims,110,9.4,Inquire about premium increase,resolved,Callback scheduled for tomorrow,4.0,True
-16960,2024-11-09 09:26:37,15374080017,0,Speak to Agent,5,general,86,6.7,Change coverage level,resolved,Policy updated per customer request,3.0,True
-16961,2024-11-09 09:37:15,12994194597,4,New Quote,5,general,63,0.0,Request ID cards,abandoned,Customer abandoned,,False
-16962,2024-11-09 09:38:09,16712822137,4,New Quote,6,general,197,11.1,Ask about deductible,follow_up_needed,"Information provided, no action needed",4.0,False
-16963,2024-11-09 09:51:41,19674831947,2,Billing & Payments,3,billing,89,4.9,Add driver to policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-16964,2024-11-09 10:01:21,16549269705,2,Billing & Payments,3,billing,170,6.1,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-16965,2024-11-09 10:15:07,15722872209,1,Claims,7,claims,124,0.5,Request ID cards,follow_up_needed,Transferred to supervisor,2.0,False
-16966,2024-11-09 10:20:55,16799016724,2,Billing & Payments,8,billing,156,4.7,Request ID cards,follow_up_needed,Transferred to supervisor,2.0,False
-16967,2024-11-09 10:26:13,14416944863,1,Claims,7,claims,128,4.6,Dispute claim denial,follow_up_needed,Policy updated per customer request,4.0,False
-16968,2024-11-09 10:29:07,18332088710,0,Speak to Agent,5,general,128,5.6,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-16969,2024-11-09 10:34:19,15857610571,4,New Quote,6,general,184,10.0,Report accident,resolved,Resolved on first call,3.0,True
-16970,2024-11-09 10:40:57,15230833099,1,Claims,7,claims,145,7.1,Complaint about service,transferred,Escalated to claims adjuster,3.0,False
-16971,2024-11-09 10:41:02,13899516564,0,Speak to Agent,5,general,0,0.0,Update address,abandoned,Customer abandoned,,False
-16972,2024-11-09 10:42:08,14199324109,3,Policy Changes,6,general,166,4.3,Update payment method,follow_up_needed,Policy updated per customer request,4.0,False
-16973,2024-11-09 10:50:55,18197402443,3,Policy Changes,5,general,137,1.8,General coverage question,transferred,"Information provided, no action needed",1.0,False
-16974,2024-11-09 10:56:17,14019017296,0,Speak to Agent,6,general,22,8.7,Dispute claim denial,transferred,Policy updated per customer request,3.0,False
-16975,2024-11-09 11:04:18,18451161116,2,Billing & Payments,4,billing,0,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-16976,2024-11-09 11:05:05,18180627272,1,Claims,1,claims,96,3.1,Ask about discounts,resolved,Policy updated per customer request,3.0,True
-16977,2024-11-09 11:12:31,19408008326,4,New Quote,5,general,97,7.5,Change coverage level,resolved,Resolved on first call,4.0,True
-16978,2024-11-09 11:16:52,19768349575,4,New Quote,6,general,31,13.1,Request payment plan,resolved,Resolved on first call,2.0,True
-16979,2024-11-09 11:21:24,18525222675,1,Claims,2,claims,195,7.7,Change coverage level,follow_up_needed,Transferred to supervisor,2.0,False
-16980,2024-11-09 11:22:19,14728670560,0,Speak to Agent,6,general,62,6.0,Request proof of insurance,resolved,Policy updated per customer request,5.0,True
-16981,2024-11-09 11:30:29,14181804838,4,New Quote,6,general,119,8.3,Ask about discounts,resolved,Customer requested manager,3.0,True
-16982,2024-11-09 11:35:35,14218034266,4,New Quote,5,general,148,4.0,Ask about discounts,resolved,"Claim filed, reference number provided",3.0,True
-16983,2024-11-09 11:35:38,17658422975,4,New Quote,5,general,0,1.9,Filing new auto claim,resolved,Policy updated per customer request,5.0,True
-16984,2024-11-09 12:16:39,14604765628,0,Speak to Agent,6,general,15,7.7,Cancel policy,follow_up_needed,"Information provided, no action needed",4.0,False
-16985,2024-11-09 12:24:41,15136368770,0,Speak to Agent,6,general,101,5.4,Ask about deductible,transferred,Policy updated per customer request,2.0,False
-16986,2024-11-11 07:10:59,17525261442,0,Speak to Agent,6,general,138,14.2,Dispute claim denial,resolved,"Information provided, no action needed",3.0,True
-16987,2024-11-11 07:23:07,14267276426,0,Speak to Agent,6,general,197,5.6,Report accident,follow_up_needed,"Information provided, no action needed",2.0,False
-16988,2024-11-11 07:26:26,19717636062,4,New Quote,6,general,7,0.0,Payment not processed,abandoned,Customer abandoned,,False
-16989,2024-11-11 07:26:52,17101511237,1,Claims,1,claims,256,5.4,Dispute claim denial,resolved,Customer requested manager,5.0,True
-16990,2024-11-11 07:34:23,16956725853,3,Policy Changes,5,general,234,2.8,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-16991,2024-11-11 07:36:28,15914731600,1,Claims,2,claims,232,6.3,Add driver to policy,transferred,"Claim filed, reference number provided",3.0,False
-16992,2024-11-11 07:36:49,19337663162,2,Billing & Payments,3,billing,0,0.0,Request ID cards,abandoned,Customer abandoned,,False
-16993,2024-11-11 07:39:10,13350629722,3,Policy Changes,6,general,194,11.3,Ask about discounts,follow_up_needed,Customer disconnected before resolution,3.0,False
-16994,2024-11-11 07:55:21,13336078773,0,Speak to Agent,6,general,166,7.6,Inquire about premium increase,resolved,Escalated to claims adjuster,3.0,True
-16995,2024-11-11 08:26:45,18619462964,3,Policy Changes,5,general,75,4.6,Dispute claim denial,resolved,Transferred to supervisor,5.0,True
-16996,2024-11-11 08:31:03,14241064421,1,Claims,2,claims,128,2.9,Request proof of insurance,resolved,Payment processed successfully,5.0,True
-16997,2024-11-11 08:31:48,13952661236,0,Speak to Agent,6,general,0,8.4,Ask about deductible,resolved,Callback scheduled for tomorrow,5.0,True
-16998,2024-11-11 08:32:13,18907156477,1,Claims,7,claims,4,4.3,General coverage question,transferred,Callback scheduled for tomorrow,3.0,False
-16999,2024-11-11 08:38:27,16645813110,1,Claims,2,claims,3,3.0,Add driver to policy,resolved,"Claim filed, reference number provided",5.0,True
-17000,2024-11-11 08:39:18,19212150298,0,Speak to Agent,5,general,121,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-17001,2024-11-11 09:05:40,17160108556,4,New Quote,5,general,193,9.2,Update payment method,resolved,Payment processed successfully,4.0,True
-17002,2024-11-11 09:11:21,17087282431,0,Speak to Agent,6,general,223,10.1,Ask about discounts,resolved,Resolved on first call,5.0,True
-17003,2024-11-11 09:19:06,16291402442,3,Policy Changes,6,general,124,10.0,Update address,follow_up_needed,"Claim filed, reference number provided",2.0,False
-17004,2024-11-11 09:22:31,18183944727,4,New Quote,5,general,0,5.3,Ask about deductible,follow_up_needed,Customer requested manager,2.0,False
-17005,2024-11-11 09:30:05,15608276182,4,New Quote,5,general,93,6.9,General coverage question,resolved,Customer disconnected before resolution,5.0,True
-17006,2024-11-11 09:34:57,18759422775,3,Policy Changes,6,general,168,6.1,Complaint about service,resolved,Policy updated per customer request,3.0,True
-17007,2024-11-11 09:38:21,19967005870,3,Policy Changes,5,general,76,2.0,Complaint about service,resolved,Transferred to supervisor,4.0,True
-17008,2024-11-11 09:38:27,17239835113,2,Billing & Payments,8,billing,189,7.9,Claim status inquiry,follow_up_needed,"Information provided, no action needed",3.0,False
-17009,2024-11-11 09:47:15,19035784206,4,New Quote,6,general,254,9.7,Payment not processed,resolved,Resolved on first call,1.0,True
-17010,2024-11-11 09:47:58,16191694456,0,Speak to Agent,6,general,139,8.7,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-17011,2024-11-11 09:56:28,13065826223,2,Billing & Payments,3,billing,210,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-17012,2024-11-11 10:04:28,17307738336,1,Claims,2,claims,271,3.3,Request ID cards,resolved,Escalated to claims adjuster,3.0,True
-17013,2024-11-11 10:05:17,19771102964,4,New Quote,5,general,122,2.6,Payment not processed,resolved,"Claim filed, reference number provided",2.0,True
-17014,2024-11-11 10:11:15,19275037245,3,Policy Changes,6,general,136,0.0,Request payment plan,abandoned,Customer abandoned,,False
-17015,2024-11-11 10:13:59,16670152771,3,Policy Changes,5,general,118,1.0,Request proof of insurance,transferred,Payment processed successfully,3.0,False
-17016,2024-11-11 10:14:32,18135294007,4,New Quote,5,general,98,7.9,Cancel policy,resolved,Payment processed successfully,3.0,True
-17017,2024-11-11 10:15:50,18080790824,4,New Quote,6,general,247,6.6,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-17018,2024-11-11 10:16:57,17455590435,2,Billing & Payments,4,billing,204,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-17019,2024-11-11 10:19:07,13417283981,1,Claims,1,claims,129,4.2,Update payment method,follow_up_needed,Payment processed successfully,2.0,False
-17020,2024-11-11 10:20:10,17745392326,3,Policy Changes,6,general,0,13.0,Payment not processed,resolved,Transferred to supervisor,4.0,True
-17021,2024-11-11 10:23:56,14098615492,1,Claims,1,claims,261,8.7,Ask about deductible,resolved,Customer requested manager,5.0,True
-17022,2024-11-11 10:25:26,15302838179,1,Claims,1,claims,95,5.0,Ask about discounts,resolved,Resolved on first call,3.0,True
-17023,2024-11-11 10:26:00,19858628551,4,New Quote,6,general,362,11.4,Dispute claim denial,resolved,Policy updated per customer request,4.0,True
-17024,2024-11-11 10:26:02,18971260285,4,New Quote,6,general,128,6.0,Dispute claim denial,follow_up_needed,Resolved on first call,2.0,False
-17025,2024-11-11 10:33:05,19336638467,0,Speak to Agent,5,general,151,3.3,Change coverage level,resolved,"Claim filed, reference number provided",4.0,True
-17026,2024-11-11 10:36:14,14766532202,3,Policy Changes,6,general,0,7.7,Add driver to policy,follow_up_needed,Payment processed successfully,3.0,False
-17027,2024-11-11 10:43:11,16877177623,3,Policy Changes,5,general,77,4.4,Filing new auto claim,resolved,Callback scheduled for tomorrow,4.0,True
-17028,2024-11-11 10:45:40,18392839531,2,Billing & Payments,3,billing,244,4.1,Update address,transferred,Transferred to supervisor,2.0,False
-17029,2024-11-11 11:05:36,14349566086,0,Speak to Agent,5,general,75,0.6,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-17030,2024-11-11 11:09:33,15589729473,3,Policy Changes,6,general,0,10.9,General coverage question,resolved,"Information provided, no action needed",4.0,True
-17031,2024-11-11 11:13:27,17185785859,4,New Quote,6,general,24,9.0,Request proof of insurance,follow_up_needed,Customer disconnected before resolution,2.0,False
-17032,2024-11-11 11:14:32,18899162957,0,Speak to Agent,5,general,50,7.1,Filing new auto claim,follow_up_needed,Payment processed successfully,4.0,False
-17033,2024-11-11 11:20:42,19321658176,3,Policy Changes,6,general,76,7.1,Report accident,resolved,Policy updated per customer request,3.0,True
-17034,2024-11-11 11:25:28,12191335087,2,Billing & Payments,4,billing,66,5.3,Payment not processed,resolved,"Information provided, no action needed",5.0,True
-17035,2024-11-11 11:27:14,15189295125,0,Speak to Agent,6,general,136,9.3,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-17036,2024-11-11 11:27:26,16034749927,1,Claims,7,claims,0,4.2,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-17037,2024-11-11 11:28:48,16331814538,0,Speak to Agent,5,general,60,3.0,Update address,resolved,"Information provided, no action needed",2.0,True
-17038,2024-11-11 11:31:22,12312907829,0,Speak to Agent,5,general,103,8.5,Add driver to policy,follow_up_needed,Payment processed successfully,3.0,False
-17039,2024-11-11 11:37:49,16087323585,2,Billing & Payments,3,billing,120,5.2,Request proof of insurance,resolved,Callback scheduled for tomorrow,3.0,True
-17040,2024-11-11 11:39:21,17938689187,2,Billing & Payments,3,billing,37,2.0,Update address,resolved,Escalated to claims adjuster,4.0,True
-17041,2024-11-11 11:53:17,16754693473,1,Claims,1,claims,25,2.8,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-17042,2024-11-11 11:54:59,15434245420,4,New Quote,6,general,71,13.4,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-17043,2024-11-11 11:55:42,17753474296,1,Claims,7,claims,296,7.2,General coverage question,resolved,Customer disconnected before resolution,3.0,True
-17044,2024-11-11 11:57:33,17724708366,2,Billing & Payments,8,billing,1,6.1,Request payment plan,resolved,Payment processed successfully,3.0,True
-17045,2024-11-11 11:57:39,17090410453,3,Policy Changes,5,general,93,8.6,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-17046,2024-11-11 11:57:57,12430834772,1,Claims,2,claims,2,5.7,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-17047,2024-11-11 12:17:56,16801029435,3,Policy Changes,5,general,190,7.6,Ask about deductible,follow_up_needed,"Information provided, no action needed",3.0,False
-17048,2024-11-11 12:30:25,17199772066,2,Billing & Payments,8,billing,0,6.0,Dispute claim denial,resolved,Resolved on first call,3.0,True
-17049,2024-11-11 12:34:45,16917384567,0,Speak to Agent,6,general,68,7.9,Payment not processed,resolved,"Claim filed, reference number provided",3.0,True
-17050,2024-11-11 13:00:21,17727644125,3,Policy Changes,6,general,81,7.9,Payment not processed,resolved,Customer requested manager,5.0,True
-17051,2024-11-11 13:01:35,12502610939,4,New Quote,5,general,21,7.1,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-17052,2024-11-11 13:16:23,17147082955,3,Policy Changes,6,general,97,5.3,Request payment plan,follow_up_needed,Transferred to supervisor,3.0,False
-17053,2024-11-11 13:16:31,12314931067,4,New Quote,6,general,208,8.8,General coverage question,resolved,"Claim filed, reference number provided",5.0,True
-17054,2024-11-11 13:19:08,18654322295,3,Policy Changes,5,general,109,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-17055,2024-11-11 13:19:53,15094207622,0,Speak to Agent,5,general,126,7.3,Remove vehicle from policy,resolved,"Information provided, no action needed",3.0,True
-17056,2024-11-11 13:22:14,14029616534,4,New Quote,6,general,0,11.8,Filing new auto claim,resolved,"Claim filed, reference number provided",5.0,True
-17057,2024-11-11 13:24:29,16415968555,0,Speak to Agent,6,general,0,9.0,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-17058,2024-11-11 13:25:19,13593488527,4,New Quote,6,general,179,9.1,Change coverage level,resolved,"Information provided, no action needed",3.0,True
-17059,2024-11-11 13:26:17,14058206822,1,Claims,7,claims,133,5.3,Complaint about service,resolved,Payment processed successfully,5.0,True
-17060,2024-11-11 13:39:31,14641405627,0,Speak to Agent,6,general,203,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-17061,2024-11-11 13:56:52,14304157238,4,New Quote,6,general,333,8.6,Cancel policy,follow_up_needed,Policy updated per customer request,3.0,False
-17062,2024-11-11 14:08:35,12099607681,4,New Quote,6,general,0,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-17063,2024-11-11 14:10:41,16576065692,4,New Quote,5,general,0,6.5,Cancel policy,resolved,Transferred to supervisor,4.0,True
-17064,2024-11-11 14:20:27,16840060254,4,New Quote,6,general,47,2.8,Change coverage level,resolved,"Claim filed, reference number provided",4.0,True
-17065,2024-11-11 14:26:56,16283149376,4,New Quote,6,general,262,9.6,Reinstate lapsed policy,follow_up_needed,Customer requested manager,2.0,False
-17066,2024-11-11 14:35:51,14666621944,1,Claims,2,claims,298,8.2,Update payment method,resolved,Transferred to supervisor,4.0,True
-17067,2024-11-11 14:36:21,13697668217,0,Speak to Agent,6,general,161,8.3,Ask about deductible,resolved,Escalated to claims adjuster,3.0,True
-17068,2024-11-11 14:46:20,14859770579,4,New Quote,5,general,179,0.0,Request ID cards,abandoned,Customer abandoned,,False
-17069,2024-11-11 14:46:52,19105663592,0,Speak to Agent,5,general,2,0.5,Complaint about service,resolved,Customer disconnected before resolution,5.0,True
-17070,2024-11-11 14:47:20,18400563292,4,New Quote,5,general,213,0.5,Inquire about premium increase,resolved,Payment processed successfully,4.0,True
-17071,2024-11-11 14:55:21,18682430880,4,New Quote,6,general,0,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-17072,2024-11-11 15:00:22,19950118160,4,New Quote,6,general,351,5.9,General coverage question,follow_up_needed,Customer requested manager,3.0,False
-17073,2024-11-11 15:00:49,12516497342,2,Billing & Payments,8,billing,4,0.0,Payment not processed,abandoned,Customer abandoned,,False
-17074,2024-11-11 15:07:52,14849296758,4,New Quote,6,general,0,11.4,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-17075,2024-11-11 15:11:47,16073067156,1,Claims,7,claims,152,6.0,Report accident,transferred,Customer disconnected before resolution,4.0,False
-17076,2024-11-11 15:33:49,17272096724,1,Claims,7,claims,49,7.7,Request payment plan,resolved,Escalated to claims adjuster,3.0,True
-17077,2024-11-11 15:47:06,18152689018,0,Speak to Agent,6,general,113,8.0,Change coverage level,transferred,Customer disconnected before resolution,3.0,False
-17078,2024-11-11 16:04:18,18233790308,2,Billing & Payments,3,billing,110,2.1,Request payment plan,follow_up_needed,Escalated to claims adjuster,2.0,False
-17079,2024-11-11 16:05:44,19269654289,0,Speak to Agent,6,general,203,7.5,Cancel policy,follow_up_needed,"Claim filed, reference number provided",2.0,False
-17080,2024-11-11 16:12:31,16336495663,3,Policy Changes,6,general,280,5.5,Dispute claim denial,resolved,Customer requested manager,4.0,True
-17081,2024-11-11 16:16:19,12027227441,3,Policy Changes,6,general,0,8.1,Dispute claim denial,resolved,Transferred to supervisor,5.0,True
-17082,2024-11-11 16:18:00,12054369314,4,New Quote,5,general,0,0.9,Reinstate lapsed policy,resolved,Policy updated per customer request,4.0,True
-17083,2024-11-11 16:20:32,19877381276,4,New Quote,6,general,69,0.0,Complaint about service,abandoned,Customer abandoned,,False
-17084,2024-11-11 16:28:58,17256212398,4,New Quote,6,general,186,7.7,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-17085,2024-11-11 17:03:51,18060230458,2,Billing & Payments,8,billing,186,8.1,Payment not processed,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-17086,2024-11-11 17:09:23,18156234284,1,Claims,1,claims,191,7.7,Update address,follow_up_needed,Escalated to claims adjuster,3.0,False
-17087,2024-11-11 17:31:41,18391272935,4,New Quote,6,general,113,10.1,Dispute claim denial,resolved,Transferred to supervisor,3.0,True
-17088,2024-11-11 17:36:34,14847230727,0,Speak to Agent,6,general,217,5.3,Inquire about premium increase,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-17089,2024-11-11 17:40:25,13039758218,2,Billing & Payments,4,billing,166,6.5,Reinstate lapsed policy,resolved,"Information provided, no action needed",5.0,True
-17090,2024-11-11 17:52:03,12288199254,2,Billing & Payments,3,billing,145,5.9,Report accident,resolved,Callback scheduled for tomorrow,3.0,True
-17091,2024-11-11 18:00:42,12034014363,4,New Quote,5,general,55,4.0,Ask about deductible,transferred,Policy updated per customer request,1.0,False
-17092,2024-11-11 18:01:43,14286246519,2,Billing & Payments,3,billing,184,2.8,Request proof of insurance,resolved,Callback scheduled for tomorrow,3.0,True
-17093,2024-11-11 18:05:04,12803729095,0,Speak to Agent,5,general,109,4.9,Reinstate lapsed policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-17094,2024-11-11 18:20:58,13645608039,1,Claims,7,claims,40,6.9,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-17095,2024-11-11 18:21:30,12133376546,3,Policy Changes,5,general,244,6.1,Payment not processed,resolved,Customer requested manager,4.0,True
-17096,2024-11-11 18:44:19,13649114885,0,Speak to Agent,5,general,42,6.6,Update payment method,follow_up_needed,Customer disconnected before resolution,3.0,False
-17097,2024-11-12 07:05:19,19671701949,3,Policy Changes,5,general,75,6.3,Ask about deductible,resolved,Customer disconnected before resolution,3.0,True
-17098,2024-11-12 07:06:09,12760817650,3,Policy Changes,5,general,14,8.3,Cancel policy,resolved,Callback scheduled for tomorrow,5.0,True
-17099,2024-11-12 07:25:12,14947345948,4,New Quote,5,general,87,9.2,General coverage question,resolved,Customer disconnected before resolution,5.0,True
-17100,2024-11-12 07:57:06,13673022616,0,Speak to Agent,5,general,217,5.8,Report accident,resolved,Policy updated per customer request,3.0,True
-17101,2024-11-12 08:12:50,16396909097,3,Policy Changes,5,general,155,1.4,Update payment method,resolved,Customer disconnected before resolution,5.0,True
-17102,2024-11-12 08:19:25,16706353992,4,New Quote,5,general,31,5.3,Cancel policy,transferred,Callback scheduled for tomorrow,2.0,False
-17103,2024-11-12 08:21:34,19613889712,1,Claims,2,claims,230,7.0,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-17104,2024-11-12 08:31:44,19146175879,4,New Quote,5,general,45,7.7,Remove vehicle from policy,resolved,"Information provided, no action needed",3.0,True
-17105,2024-11-12 08:38:32,12377725128,0,Speak to Agent,5,general,188,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-17106,2024-11-12 08:42:06,19578474875,1,Claims,2,claims,46,6.7,Dispute claim denial,resolved,Payment processed successfully,4.0,True
-17107,2024-11-12 08:58:13,18002015470,0,Speak to Agent,5,general,273,5.7,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-17108,2024-11-12 08:58:24,17233228589,3,Policy Changes,6,general,104,10.1,Filing new auto claim,resolved,"Information provided, no action needed",3.0,True
-17109,2024-11-12 09:04:09,19817283057,4,New Quote,5,general,35,7.8,Change coverage level,follow_up_needed,"Claim filed, reference number provided",4.0,False
-17110,2024-11-12 09:15:17,14794394550,3,Policy Changes,6,general,213,9.0,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-17111,2024-11-12 09:16:04,12200232229,2,Billing & Payments,8,billing,202,4.4,Dispute claim denial,resolved,Callback scheduled for tomorrow,2.0,True
-17112,2024-11-12 09:22:08,18623841199,1,Claims,1,claims,291,5.3,Ask about deductible,resolved,Escalated to claims adjuster,3.0,True
-17113,2024-11-12 09:27:58,14986734960,3,Policy Changes,6,general,178,9.2,Report accident,resolved,Callback scheduled for tomorrow,2.0,True
-17114,2024-11-12 09:28:31,18025959500,2,Billing & Payments,4,billing,322,11.2,Cancel policy,follow_up_needed,Policy updated per customer request,5.0,False
-17115,2024-11-12 09:32:22,14353278274,3,Policy Changes,6,general,102,7.8,General coverage question,resolved,"Information provided, no action needed",2.0,True
-17116,2024-11-12 09:43:41,16569001832,2,Billing & Payments,3,billing,82,5.6,Change coverage level,follow_up_needed,Escalated to claims adjuster,3.0,False
-17117,2024-11-12 09:56:40,13253767131,0,Speak to Agent,5,general,179,0.0,Cancel policy,abandoned,Customer abandoned,,False
-17118,2024-11-12 10:02:05,15127194055,4,New Quote,6,general,110,7.1,Cancel policy,resolved,Customer disconnected before resolution,3.0,True
-17119,2024-11-12 10:03:04,15115831451,4,New Quote,5,general,112,1.2,General coverage question,follow_up_needed,Resolved on first call,2.0,False
-17120,2024-11-12 10:06:38,17503621967,4,New Quote,5,general,303,8.4,Complaint about service,follow_up_needed,Resolved on first call,2.0,False
-17121,2024-11-12 10:09:26,17800231484,0,Speak to Agent,6,general,95,4.5,Report accident,resolved,"Information provided, no action needed",4.0,True
-17122,2024-11-12 10:15:25,18733961176,1,Claims,2,claims,17,9.5,General coverage question,resolved,Payment processed successfully,4.0,True
-17123,2024-11-12 10:32:58,12682708026,3,Policy Changes,6,general,62,5.9,Update payment method,follow_up_needed,Escalated to claims adjuster,3.0,False
-17124,2024-11-12 10:33:32,14129191272,4,New Quote,6,general,206,7.7,General coverage question,follow_up_needed,Customer requested manager,3.0,False
-17125,2024-11-12 10:39:27,13971527378,0,Speak to Agent,5,general,189,7.6,Ask about discounts,transferred,Payment processed successfully,3.0,False
-17126,2024-11-12 10:45:27,13360773713,2,Billing & Payments,8,billing,70,0.5,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-17127,2024-11-12 10:52:58,13380550418,1,Claims,2,claims,177,13.4,General coverage question,resolved,Customer requested manager,3.0,True
-17128,2024-11-12 11:03:41,17479562224,0,Speak to Agent,5,general,66,7.0,Request ID cards,follow_up_needed,Resolved on first call,1.0,False
-17129,2024-11-12 11:17:57,15673181133,4,New Quote,5,general,124,4.8,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-17130,2024-11-12 11:22:15,15804605117,4,New Quote,6,general,0,6.1,Change coverage level,resolved,"Claim filed, reference number provided",5.0,True
-17131,2024-11-12 11:24:15,17796754944,2,Billing & Payments,8,billing,78,4.8,Cancel policy,follow_up_needed,Customer requested manager,3.0,False
-17132,2024-11-12 11:24:36,14888269370,1,Claims,1,claims,336,6.4,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-17133,2024-11-12 11:34:00,16528020890,0,Speak to Agent,5,general,45,9.2,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-17134,2024-11-12 11:39:41,12750079730,2,Billing & Payments,8,billing,87,4.0,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-17135,2024-11-12 11:52:22,19837941247,3,Policy Changes,6,general,55,9.1,Report accident,resolved,Transferred to supervisor,4.0,True
-17136,2024-11-12 11:57:35,13426711067,0,Speak to Agent,5,general,153,8.5,Dispute claim denial,follow_up_needed,"Information provided, no action needed",3.0,False
-17137,2024-11-12 12:16:54,14891013666,4,New Quote,6,general,0,9.8,General coverage question,follow_up_needed,Policy updated per customer request,3.0,False
-17138,2024-11-12 12:18:07,13253394203,2,Billing & Payments,3,billing,140,2.3,Update payment method,resolved,Policy updated per customer request,2.0,True
-17139,2024-11-12 12:49:58,16363268143,2,Billing & Payments,8,billing,132,5.3,Ask about deductible,resolved,Escalated to claims adjuster,2.0,True
-17140,2024-11-12 13:07:26,19983739771,0,Speak to Agent,5,general,219,2.5,Ask about discounts,follow_up_needed,Escalated to claims adjuster,1.0,False
-17141,2024-11-12 13:23:54,18361908194,3,Policy Changes,6,general,38,8.9,Claim status inquiry,resolved,Policy updated per customer request,3.0,True
-17142,2024-11-12 13:51:43,18018161922,4,New Quote,6,general,0,10.8,Report accident,resolved,Transferred to supervisor,3.0,True
-17143,2024-11-12 13:53:44,14721573442,0,Speak to Agent,6,general,249,4.0,Add driver to policy,resolved,"Claim filed, reference number provided",5.0,True
-17144,2024-11-12 14:15:25,15823664103,1,Claims,1,claims,0,1.7,Filing new auto claim,follow_up_needed,"Information provided, no action needed",3.0,False
-17145,2024-11-12 14:35:28,18709670052,0,Speak to Agent,5,general,235,5.2,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-17146,2024-11-12 14:36:01,19697526290,4,New Quote,6,general,103,9.4,Remove vehicle from policy,resolved,Policy updated per customer request,3.0,True
-17147,2024-11-12 14:37:48,17626702815,1,Claims,2,claims,203,10.3,Dispute claim denial,resolved,Customer requested manager,3.0,True
-17148,2024-11-12 14:38:09,19119207248,2,Billing & Payments,8,billing,205,5.3,Payment not processed,resolved,Customer disconnected before resolution,5.0,True
-17149,2024-11-12 14:50:07,13812090170,1,Claims,2,claims,178,5.8,Request ID cards,follow_up_needed,Customer requested manager,2.0,False
-17150,2024-11-12 14:54:41,16237250424,2,Billing & Payments,4,billing,115,9.1,Dispute claim denial,resolved,Transferred to supervisor,3.0,True
-17151,2024-11-12 14:55:36,19897798669,0,Speak to Agent,6,general,105,7.4,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-17152,2024-11-12 15:25:39,16771289712,0,Speak to Agent,5,general,0,7.5,Request payment plan,follow_up_needed,"Claim filed, reference number provided",3.0,False
-17153,2024-11-12 15:25:51,15927074594,2,Billing & Payments,8,billing,113,2.8,Ask about discounts,resolved,Policy updated per customer request,3.0,True
-17154,2024-11-12 15:32:32,13240651081,0,Speak to Agent,5,general,113,5.8,Dispute claim denial,follow_up_needed,Customer requested manager,3.0,False
-17155,2024-11-12 16:12:09,14558165196,3,Policy Changes,5,general,261,4.7,Add driver to policy,resolved,Policy updated per customer request,4.0,True
-17156,2024-11-12 16:15:35,13002096870,3,Policy Changes,5,general,94,2.7,Ask about discounts,resolved,"Claim filed, reference number provided",3.0,True
-17157,2024-11-12 16:16:23,14330357853,0,Speak to Agent,6,general,0,7.5,Report accident,transferred,Resolved on first call,2.0,False
-17158,2024-11-12 16:26:49,14263348467,4,New Quote,6,general,32,5.9,Update payment method,resolved,"Information provided, no action needed",3.0,True
-17159,2024-11-12 16:38:56,16746923418,0,Speak to Agent,6,general,67,11.0,Cancel policy,resolved,Payment processed successfully,4.0,True
-17160,2024-11-12 16:52:05,13491050665,3,Policy Changes,6,general,18,9.3,Filing new auto claim,follow_up_needed,"Claim filed, reference number provided",2.0,False
-17161,2024-11-12 17:40:16,14673706983,4,New Quote,6,general,0,14.4,Request payment plan,transferred,Resolved on first call,3.0,False
-17162,2024-11-12 17:57:53,15171917820,1,Claims,1,claims,0,7.5,Cancel policy,resolved,Resolved on first call,3.0,True
-17163,2024-11-12 17:59:21,16946384545,3,Policy Changes,6,general,0,11.4,Request proof of insurance,resolved,Resolved on first call,4.0,True
-17164,2024-11-12 18:00:44,15579705585,1,Claims,7,claims,99,8.5,Ask about discounts,transferred,Policy updated per customer request,5.0,False
-17165,2024-11-12 18:04:26,18894943100,1,Claims,1,claims,0,3.5,Update address,resolved,Customer disconnected before resolution,3.0,True
-17166,2024-11-12 18:39:28,17792723317,3,Policy Changes,5,general,102,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-17167,2024-11-12 18:55:34,18587463822,3,Policy Changes,5,general,0,5.4,Inquire about premium increase,resolved,Payment processed successfully,3.0,True
-17168,2024-11-12 18:56:53,17108773797,1,Claims,2,claims,94,4.2,Request proof of insurance,resolved,"Information provided, no action needed",4.0,True
-17169,2024-11-13 07:03:06,16833483189,4,New Quote,6,general,48,7.3,Complaint about service,follow_up_needed,"Information provided, no action needed",3.0,False
-17170,2024-11-13 07:12:06,17877374139,0,Speak to Agent,6,general,80,9.3,General coverage question,resolved,Policy updated per customer request,5.0,True
-17171,2024-11-13 07:20:52,18855562106,4,New Quote,5,general,37,4.4,General coverage question,transferred,Policy updated per customer request,4.0,False
-17172,2024-11-13 07:37:15,18699650703,4,New Quote,6,general,0,9.4,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-17173,2024-11-13 07:50:10,19521080150,1,Claims,7,claims,3,5.5,Payment not processed,resolved,"Claim filed, reference number provided",5.0,True
-17174,2024-11-13 07:52:53,16654343823,1,Claims,7,claims,0,4.1,Reinstate lapsed policy,resolved,Payment processed successfully,5.0,True
-17175,2024-11-13 08:12:42,16071317460,1,Claims,1,claims,152,1.8,Remove vehicle from policy,resolved,"Claim filed, reference number provided",5.0,True
-17176,2024-11-13 08:17:42,12863223146,4,New Quote,5,general,32,4.1,Complaint about service,resolved,Resolved on first call,3.0,True
-17177,2024-11-13 08:27:26,17139568626,3,Policy Changes,5,general,39,5.7,Cancel policy,resolved,Customer disconnected before resolution,2.0,True
-17178,2024-11-13 08:28:10,12786559791,3,Policy Changes,6,general,154,8.6,Update payment method,transferred,Payment processed successfully,1.0,False
-17179,2024-11-13 08:41:24,17200133100,1,Claims,7,claims,0,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-17180,2024-11-13 08:44:57,16000044824,1,Claims,7,claims,307,13.3,Update payment method,follow_up_needed,Escalated to claims adjuster,3.0,False
-17181,2024-11-13 08:46:17,17940164266,0,Speak to Agent,5,general,227,10.3,Update payment method,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-17182,2024-11-13 08:47:47,14130433301,3,Policy Changes,5,general,147,5.6,Report accident,follow_up_needed,Transferred to supervisor,4.0,False
-17183,2024-11-13 08:53:37,14416702782,1,Claims,1,claims,362,5.0,Update payment method,resolved,Customer disconnected before resolution,5.0,True
-17184,2024-11-13 09:00:01,15596442801,2,Billing & Payments,8,billing,165,1.9,Payment not processed,follow_up_needed,Customer disconnected before resolution,3.0,False
-17185,2024-11-13 09:16:02,14237171717,3,Policy Changes,6,general,67,9.7,Claim status inquiry,resolved,Escalated to claims adjuster,5.0,True
-17186,2024-11-13 09:18:17,16373618325,0,Speak to Agent,5,general,192,1.8,Cancel policy,follow_up_needed,Policy updated per customer request,4.0,False
-17187,2024-11-13 09:22:25,19198816354,2,Billing & Payments,8,billing,225,4.4,Cancel policy,resolved,Transferred to supervisor,3.0,True
-17188,2024-11-13 09:23:33,19005806012,1,Claims,7,claims,109,4.2,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,4.0,True
-17189,2024-11-13 09:29:16,18499767680,2,Billing & Payments,8,billing,89,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-17190,2024-11-13 09:32:44,18516706232,3,Policy Changes,6,general,63,7.2,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-17191,2024-11-13 09:48:27,16474968271,1,Claims,2,claims,92,9.5,Complaint about service,follow_up_needed,Transferred to supervisor,5.0,False
-17192,2024-11-13 09:56:58,15107653378,1,Claims,1,claims,0,0.5,Request payment plan,follow_up_needed,Resolved on first call,3.0,False
-17193,2024-11-13 10:04:22,13243699299,1,Claims,1,claims,214,3.5,General coverage question,resolved,Policy updated per customer request,4.0,True
-17194,2024-11-13 10:13:21,18132330010,4,New Quote,6,general,154,7.1,Reinstate lapsed policy,resolved,"Information provided, no action needed",3.0,True
-17195,2024-11-13 10:20:41,16124655886,2,Billing & Payments,4,billing,0,2.9,Request payment plan,resolved,Payment processed successfully,3.0,True
-17196,2024-11-13 10:27:09,12856657945,0,Speak to Agent,5,general,48,4.4,Cancel policy,resolved,Callback scheduled for tomorrow,3.0,True
-17197,2024-11-13 10:47:22,13591201970,2,Billing & Payments,4,billing,114,3.3,Add driver to policy,resolved,"Information provided, no action needed",5.0,True
-17198,2024-11-13 10:56:47,15916039352,1,Claims,2,claims,197,7.4,Filing new auto claim,resolved,Resolved on first call,3.0,True
-17199,2024-11-13 10:58:46,17756710969,2,Billing & Payments,8,billing,159,3.5,Report accident,transferred,Resolved on first call,3.0,False
-17200,2024-11-13 11:00:08,15019629846,2,Billing & Payments,4,billing,0,6.4,Payment not processed,resolved,Customer requested manager,5.0,True
-17201,2024-11-13 11:15:44,13256171993,3,Policy Changes,5,general,255,0.0,Payment not processed,abandoned,Customer abandoned,,False
-17202,2024-11-13 11:17:38,19490338255,0,Speak to Agent,5,general,65,5.0,Ask about deductible,resolved,Escalated to claims adjuster,5.0,True
-17203,2024-11-13 11:22:02,18239109300,1,Claims,7,claims,168,8.8,Update address,transferred,Payment processed successfully,4.0,False
-17204,2024-11-13 11:24:02,17219663367,0,Speak to Agent,6,general,43,5.3,Update address,resolved,"Information provided, no action needed",3.0,True
-17205,2024-11-13 11:24:51,12076918023,4,New Quote,6,general,44,10.2,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-17206,2024-11-13 11:33:41,18692618716,2,Billing & Payments,3,billing,242,4.7,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-17207,2024-11-13 11:36:38,19139132474,0,Speak to Agent,5,general,75,3.4,Complaint about service,resolved,"Information provided, no action needed",4.0,True
-17208,2024-11-13 11:41:52,18445147624,3,Policy Changes,5,general,149,7.2,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-17209,2024-11-13 11:42:00,17038040216,0,Speak to Agent,5,general,28,6.6,Request ID cards,resolved,Transferred to supervisor,3.0,True
-17210,2024-11-13 11:47:34,12688161095,2,Billing & Payments,8,billing,191,6.9,Ask about discounts,resolved,"Claim filed, reference number provided",3.0,True
-17211,2024-11-13 11:54:44,19055838249,4,New Quote,6,general,69,7.1,Cancel policy,resolved,Transferred to supervisor,3.0,True
-17212,2024-11-13 11:57:39,17805029937,3,Policy Changes,5,general,225,10.1,Add driver to policy,resolved,Payment processed successfully,3.0,True
-17213,2024-11-13 12:01:34,18005218675,3,Policy Changes,5,general,182,4.2,Change coverage level,follow_up_needed,Payment processed successfully,3.0,False
-17214,2024-11-13 12:15:04,12309021405,1,Claims,7,claims,158,6.4,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-17215,2024-11-13 12:19:02,19687627404,4,New Quote,6,general,134,8.6,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-17216,2024-11-13 12:25:29,17053933479,2,Billing & Payments,3,billing,193,3.1,General coverage question,resolved,"Information provided, no action needed",4.0,True
-17217,2024-11-13 12:28:24,17815666788,4,New Quote,5,general,170,8.7,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-17218,2024-11-13 12:32:21,17483588693,4,New Quote,6,general,276,9.4,General coverage question,resolved,"Claim filed, reference number provided",3.0,True
-17219,2024-11-13 12:40:38,19394521454,2,Billing & Payments,8,billing,172,3.7,Request proof of insurance,follow_up_needed,"Claim filed, reference number provided",5.0,False
-17220,2024-11-13 12:49:11,19811620487,0,Speak to Agent,6,general,67,7.1,Inquire about premium increase,resolved,Callback scheduled for tomorrow,3.0,True
-17221,2024-11-13 12:57:18,15498078248,2,Billing & Payments,8,billing,167,5.5,General coverage question,resolved,"Claim filed, reference number provided",5.0,True
-17222,2024-11-13 13:42:46,12453811354,0,Speak to Agent,5,general,133,6.8,Cancel policy,transferred,Customer requested manager,3.0,False
-17223,2024-11-13 13:59:44,12255895598,3,Policy Changes,5,general,69,5.4,Inquire about premium increase,transferred,Payment processed successfully,3.0,False
-17224,2024-11-13 14:01:25,17602752542,2,Billing & Payments,3,billing,6,1.8,Request payment plan,transferred,"Claim filed, reference number provided",2.0,False
-17225,2024-11-13 14:02:09,14718253786,1,Claims,2,claims,0,0.0,Change coverage level,abandoned,Customer abandoned,,False
-17226,2024-11-13 14:14:58,13492918177,3,Policy Changes,6,general,245,9.2,Update address,resolved,Callback scheduled for tomorrow,4.0,True
-17227,2024-11-13 14:16:09,12242459769,4,New Quote,5,general,176,6.1,Claim status inquiry,transferred,Policy updated per customer request,4.0,False
-17228,2024-11-13 14:37:09,15907954707,0,Speak to Agent,6,general,327,8.3,Dispute claim denial,resolved,Customer disconnected before resolution,4.0,True
-17229,2024-11-13 14:48:03,18374734335,1,Claims,7,claims,237,10.5,General coverage question,follow_up_needed,Customer disconnected before resolution,3.0,False
-17230,2024-11-13 14:58:59,14215981973,2,Billing & Payments,3,billing,51,6.8,Report accident,transferred,Resolved on first call,4.0,False
-17231,2024-11-13 15:11:29,17257330905,0,Speak to Agent,6,general,242,6.0,Inquire about premium increase,resolved,Transferred to supervisor,5.0,True
-17232,2024-11-13 15:13:26,14777728093,4,New Quote,5,general,112,5.5,Update payment method,follow_up_needed,Escalated to claims adjuster,4.0,False
-17233,2024-11-13 15:19:23,12340567204,0,Speak to Agent,5,general,49,3.6,Complaint about service,resolved,Payment processed successfully,3.0,True
-17234,2024-11-13 15:39:57,17543770714,1,Claims,1,claims,230,7.9,Update payment method,follow_up_needed,"Information provided, no action needed",3.0,False
-17235,2024-11-13 15:57:59,18786597871,0,Speak to Agent,6,general,202,7.7,Update payment method,resolved,Customer disconnected before resolution,2.0,True
-17236,2024-11-13 16:02:51,12325211289,3,Policy Changes,5,general,227,3.5,Change coverage level,resolved,Transferred to supervisor,4.0,True
-17237,2024-11-13 16:19:48,17167469842,1,Claims,1,claims,303,7.4,Filing new auto claim,resolved,"Claim filed, reference number provided",4.0,True
-17238,2024-11-13 16:21:42,18601943028,4,New Quote,6,general,194,7.6,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-17239,2024-11-13 16:32:38,18575444919,4,New Quote,5,general,63,2.1,Claim status inquiry,resolved,Resolved on first call,4.0,True
-17240,2024-11-13 16:38:00,13968405842,4,New Quote,6,general,172,6.1,Request ID cards,resolved,Customer requested manager,3.0,True
-17241,2024-11-13 16:48:03,19339149896,2,Billing & Payments,4,billing,0,5.1,General coverage question,resolved,Customer requested manager,5.0,True
-17242,2024-11-13 16:58:23,15457008930,0,Speak to Agent,6,general,20,9.9,General coverage question,resolved,"Claim filed, reference number provided",3.0,True
-17243,2024-11-13 17:06:06,19788145122,1,Claims,2,claims,55,9.3,Request proof of insurance,follow_up_needed,Policy updated per customer request,3.0,False
-17244,2024-11-13 17:06:36,14156964570,0,Speak to Agent,5,general,204,7.5,Ask about deductible,transferred,Customer requested manager,2.0,False
-17245,2024-11-13 17:08:14,12250834316,3,Policy Changes,6,general,89,7.8,Inquire about premium increase,resolved,Escalated to claims adjuster,5.0,True
-17246,2024-11-13 17:10:37,17915672279,2,Billing & Payments,8,billing,33,2.8,Ask about deductible,resolved,Resolved on first call,5.0,True
-17247,2024-11-13 17:30:44,14348917736,0,Speak to Agent,6,general,124,9.8,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",5.0,True
-17248,2024-11-13 18:03:31,13744254595,0,Speak to Agent,6,general,20,9.2,Reinstate lapsed policy,resolved,Transferred to supervisor,5.0,True
-17249,2024-11-13 18:10:38,18914636637,3,Policy Changes,5,general,142,6.4,Change coverage level,resolved,Policy updated per customer request,4.0,True
-17250,2024-11-13 18:12:53,15931708367,1,Claims,7,claims,187,9.8,Request payment plan,follow_up_needed,Transferred to supervisor,2.0,False
-17251,2024-11-13 18:17:39,17842237623,3,Policy Changes,6,general,51,3.1,Request proof of insurance,follow_up_needed,Customer disconnected before resolution,4.0,False
-17252,2024-11-13 18:52:51,14525536914,1,Claims,1,claims,385,3.1,Cancel policy,resolved,"Information provided, no action needed",4.0,True
-17253,2024-11-14 07:00:32,14125456384,3,Policy Changes,5,general,125,0.0,Report accident,abandoned,Customer abandoned,,False
-17254,2024-11-14 07:06:44,19497540494,4,New Quote,5,general,135,3.9,Change coverage level,resolved,Transferred to supervisor,2.0,True
-17255,2024-11-14 07:58:19,15592723098,3,Policy Changes,5,general,162,2.9,Update address,follow_up_needed,Customer disconnected before resolution,3.0,False
-17256,2024-11-14 08:36:31,16610053523,3,Policy Changes,6,general,99,6.9,Filing new auto claim,resolved,Customer disconnected before resolution,5.0,True
-17257,2024-11-14 08:40:20,19850117685,3,Policy Changes,5,general,119,6.3,Complaint about service,follow_up_needed,Customer disconnected before resolution,4.0,False
-17258,2024-11-14 08:44:28,13210593454,3,Policy Changes,6,general,206,8.9,Claim status inquiry,resolved,Escalated to claims adjuster,4.0,True
-17259,2024-11-14 08:45:05,16016290224,1,Claims,7,claims,97,7.0,Request payment plan,follow_up_needed,Policy updated per customer request,3.0,False
-17260,2024-11-14 09:02:27,16715136704,3,Policy Changes,5,general,42,1.8,General coverage question,resolved,Customer requested manager,5.0,True
-17261,2024-11-14 09:07:26,13944124712,4,New Quote,5,general,137,7.8,Reinstate lapsed policy,transferred,Payment processed successfully,4.0,False
-17262,2024-11-14 09:12:41,13412191400,1,Claims,2,claims,155,6.8,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-17263,2024-11-14 09:15:10,17369058124,4,New Quote,6,general,2,7.2,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-17264,2024-11-14 09:22:02,12181659834,3,Policy Changes,6,general,37,6.1,Inquire about premium increase,resolved,Customer requested manager,3.0,True
-17265,2024-11-14 09:26:55,12682901209,1,Claims,2,claims,98,11.7,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-17266,2024-11-14 09:31:35,18723692617,3,Policy Changes,5,general,211,1.9,Ask about deductible,resolved,Transferred to supervisor,5.0,True
-17267,2024-11-14 09:37:45,16337818545,0,Speak to Agent,5,general,324,5.6,Request ID cards,resolved,Resolved on first call,5.0,True
-17268,2024-11-14 09:57:27,12288530951,3,Policy Changes,5,general,33,1.2,General coverage question,resolved,"Information provided, no action needed",4.0,True
-17269,2024-11-14 09:59:06,16068734468,4,New Quote,5,general,10,4.9,Ask about deductible,resolved,"Information provided, no action needed",3.0,True
-17270,2024-11-14 10:10:26,19091458463,0,Speak to Agent,6,general,92,9.1,Ask about deductible,transferred,Escalated to claims adjuster,5.0,False
-17271,2024-11-14 10:11:52,17456958551,1,Claims,2,claims,67,9.9,Update payment method,resolved,Customer requested manager,2.0,True
-17272,2024-11-14 10:14:13,12827755472,1,Claims,1,claims,139,4.7,Update address,resolved,Resolved on first call,4.0,True
-17273,2024-11-14 10:16:46,13310249902,4,New Quote,5,general,36,8.9,Request payment plan,resolved,Policy updated per customer request,3.0,True
-17274,2024-11-14 10:23:25,15646058747,1,Claims,2,claims,171,10.4,Request ID cards,follow_up_needed,Resolved on first call,2.0,False
-17275,2024-11-14 10:44:13,14276107810,2,Billing & Payments,8,billing,122,3.2,Remove vehicle from policy,resolved,Escalated to claims adjuster,4.0,True
-17276,2024-11-14 10:47:45,15057996140,4,New Quote,6,general,322,6.4,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-17277,2024-11-14 10:50:43,13580418330,3,Policy Changes,5,general,0,2.8,Ask about discounts,resolved,Escalated to claims adjuster,3.0,True
-17278,2024-11-14 10:53:23,16393828145,3,Policy Changes,5,general,104,6.8,Update address,follow_up_needed,Customer disconnected before resolution,4.0,False
-17279,2024-11-14 10:54:58,19869971346,4,New Quote,6,general,0,10.0,Add driver to policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-17280,2024-11-14 10:56:11,17654476263,4,New Quote,6,general,31,8.8,Request payment plan,resolved,Resolved on first call,4.0,True
-17281,2024-11-14 11:06:09,17965317290,1,Claims,7,claims,139,1.5,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-17282,2024-11-14 11:14:10,14015741750,3,Policy Changes,5,general,142,5.8,Filing new auto claim,resolved,Escalated to claims adjuster,3.0,True
-17283,2024-11-14 11:24:27,14022691868,4,New Quote,6,general,212,12.1,Report accident,transferred,"Information provided, no action needed",3.0,False
-17284,2024-11-14 11:44:30,17822504278,1,Claims,1,claims,37,3.4,Update payment method,resolved,Payment processed successfully,4.0,True
-17285,2024-11-14 12:10:59,16908213799,2,Billing & Payments,4,billing,185,4.9,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-17286,2024-11-14 12:24:01,17156587878,1,Claims,1,claims,206,8.1,Dispute claim denial,transferred,Payment processed successfully,5.0,False
-17287,2024-11-14 13:08:18,17095378233,3,Policy Changes,6,general,113,6.8,Dispute claim denial,resolved,Policy updated per customer request,5.0,True
-17288,2024-11-14 13:54:02,12701907652,4,New Quote,5,general,89,2.8,Ask about discounts,resolved,Policy updated per customer request,3.0,True
-17289,2024-11-14 14:08:25,18517324425,4,New Quote,6,general,0,9.7,General coverage question,resolved,Transferred to supervisor,2.0,True
-17290,2024-11-14 14:11:59,13712610453,1,Claims,1,claims,4,0.0,Payment not processed,abandoned,Customer abandoned,,False
-17291,2024-11-14 14:24:11,15820549574,4,New Quote,5,general,168,4.5,Ask about deductible,resolved,Escalated to claims adjuster,2.0,True
-17292,2024-11-14 14:27:32,17605773456,1,Claims,7,claims,140,4.4,Reinstate lapsed policy,transferred,Transferred to supervisor,3.0,False
-17293,2024-11-14 14:29:14,18132656146,0,Speak to Agent,5,general,70,4.1,Update payment method,resolved,Payment processed successfully,2.0,True
-17294,2024-11-14 14:32:08,14181640008,1,Claims,1,claims,94,2.2,Update address,follow_up_needed,Resolved on first call,4.0,False
-17295,2024-11-14 14:48:42,19508285094,2,Billing & Payments,4,billing,0,4.5,Complaint about service,resolved,Customer requested manager,4.0,True
-17296,2024-11-14 14:56:17,15889536604,2,Billing & Payments,8,billing,31,3.0,Complaint about service,resolved,Customer requested manager,3.0,True
-17297,2024-11-14 14:58:16,13396408628,2,Billing & Payments,3,billing,239,1.0,General coverage question,resolved,Resolved on first call,3.0,True
-17298,2024-11-14 14:59:03,17931221814,4,New Quote,5,general,60,6.0,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-17299,2024-11-14 15:02:18,16400736813,4,New Quote,5,general,0,5.0,Change coverage level,follow_up_needed,Transferred to supervisor,3.0,False
-17300,2024-11-14 15:21:14,19883581499,0,Speak to Agent,5,general,332,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-17301,2024-11-14 15:44:39,15150424222,1,Claims,1,claims,157,5.9,Payment not processed,resolved,"Claim filed, reference number provided",3.0,True
-17302,2024-11-14 16:06:40,14283611084,4,New Quote,6,general,87,11.1,Complaint about service,resolved,Escalated to claims adjuster,3.0,True
-17303,2024-11-14 16:09:19,14688847648,4,New Quote,5,general,205,4.1,Complaint about service,resolved,Payment processed successfully,4.0,True
-17304,2024-11-14 16:14:34,13956831875,4,New Quote,6,general,99,5.9,Change coverage level,resolved,Payment processed successfully,4.0,True
-17305,2024-11-14 16:18:50,13073389224,0,Speak to Agent,6,general,151,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-17306,2024-11-14 16:21:22,17753747943,1,Claims,1,claims,180,6.1,Request ID cards,resolved,Policy updated per customer request,3.0,True
-17307,2024-11-14 16:32:43,16312496631,4,New Quote,6,general,149,8.0,Request ID cards,follow_up_needed,Escalated to claims adjuster,4.0,False
-17308,2024-11-14 16:44:18,13818222589,4,New Quote,6,general,12,9.7,Inquire about premium increase,follow_up_needed,Customer requested manager,1.0,False
-17309,2024-11-14 16:47:27,19035320057,1,Claims,1,claims,180,6.9,Inquire about premium increase,follow_up_needed,Transferred to supervisor,2.0,False
-17310,2024-11-14 16:59:26,12209016929,1,Claims,7,claims,53,7.7,Ask about deductible,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-17311,2024-11-14 17:01:53,13111552208,2,Billing & Payments,8,billing,0,5.1,Request payment plan,resolved,Policy updated per customer request,3.0,True
-17312,2024-11-14 17:04:19,18451703221,4,New Quote,6,general,146,5.9,Payment not processed,follow_up_needed,"Information provided, no action needed",3.0,False
-17313,2024-11-14 17:32:01,14671999971,2,Billing & Payments,8,billing,13,9.2,Inquire about premium increase,follow_up_needed,Customer requested manager,3.0,False
-17314,2024-11-14 17:34:49,17177636963,4,New Quote,5,general,70,8.5,Request proof of insurance,follow_up_needed,Resolved on first call,2.0,False
-17315,2024-11-14 17:35:30,19061246793,0,Speak to Agent,6,general,303,0.0,Update address,abandoned,Customer abandoned,,False
-17316,2024-11-14 17:44:53,18352311236,2,Billing & Payments,4,billing,281,11.1,Update payment method,follow_up_needed,"Information provided, no action needed",4.0,False
-17317,2024-11-14 18:29:41,19136476491,3,Policy Changes,6,general,100,5.9,Inquire about premium increase,transferred,"Claim filed, reference number provided",2.0,False
-17318,2024-11-14 18:32:07,12702413697,2,Billing & Payments,3,billing,114,6.6,Ask about deductible,resolved,Customer requested manager,5.0,True
-17319,2024-11-14 18:53:56,17388596031,2,Billing & Payments,8,billing,112,3.0,Add driver to policy,resolved,Customer disconnected before resolution,3.0,True
-17320,2024-11-14 18:59:13,14722006341,2,Billing & Payments,8,billing,0,7.1,Dispute claim denial,resolved,Resolved on first call,3.0,True
-17321,2024-11-15 07:03:26,14283789870,4,New Quote,6,general,117,10.1,Update address,resolved,Transferred to supervisor,2.0,True
-17322,2024-11-15 07:17:45,16478441477,4,New Quote,5,general,367,0.6,Update address,resolved,Escalated to claims adjuster,2.0,True
-17323,2024-11-15 07:27:53,15965426183,1,Claims,1,claims,0,6.9,Add driver to policy,transferred,Payment processed successfully,1.0,False
-17324,2024-11-15 07:29:04,12245234001,3,Policy Changes,6,general,168,4.9,Inquire about premium increase,transferred,"Information provided, no action needed",3.0,False
-17325,2024-11-15 08:41:33,12094344668,4,New Quote,6,general,74,8.3,Request payment plan,resolved,"Claim filed, reference number provided",5.0,True
-17326,2024-11-15 08:50:17,15288794469,3,Policy Changes,5,general,137,4.0,Dispute claim denial,resolved,Customer requested manager,4.0,True
-17327,2024-11-15 09:01:22,13659269330,4,New Quote,5,general,149,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-17328,2024-11-15 09:02:15,18687374018,2,Billing & Payments,4,billing,258,4.5,Report accident,follow_up_needed,Customer disconnected before resolution,1.0,False
-17329,2024-11-15 09:05:26,15764205955,1,Claims,2,claims,29,6.2,Payment not processed,resolved,Callback scheduled for tomorrow,4.0,True
-17330,2024-11-15 09:11:05,18439100987,2,Billing & Payments,3,billing,66,4.1,Payment not processed,transferred,Transferred to supervisor,3.0,False
-17331,2024-11-15 09:16:22,18282700411,0,Speak to Agent,5,general,140,7.6,Reinstate lapsed policy,follow_up_needed,Transferred to supervisor,4.0,False
-17332,2024-11-15 09:28:41,18514741562,4,New Quote,6,general,129,8.9,Update address,resolved,Policy updated per customer request,5.0,True
-17333,2024-11-15 09:32:40,17838498650,4,New Quote,6,general,185,8.2,Cancel policy,resolved,Callback scheduled for tomorrow,4.0,True
-17334,2024-11-15 09:34:17,18863504066,0,Speak to Agent,6,general,144,9.5,Add driver to policy,resolved,Payment processed successfully,4.0,True
-17335,2024-11-15 09:41:34,13541151854,0,Speak to Agent,6,general,81,7.5,Remove vehicle from policy,follow_up_needed,Payment processed successfully,4.0,False
-17336,2024-11-15 09:46:19,13947509925,3,Policy Changes,5,general,1,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-17337,2024-11-15 09:47:54,18037884030,3,Policy Changes,5,general,273,7.8,Request ID cards,resolved,Resolved on first call,3.0,True
-17338,2024-11-15 09:49:25,14129294546,3,Policy Changes,5,general,124,4.3,Report accident,resolved,Resolved on first call,4.0,True
-17339,2024-11-15 09:59:31,19210081420,0,Speak to Agent,5,general,196,7.6,Change coverage level,resolved,Policy updated per customer request,2.0,True
-17340,2024-11-15 10:07:15,17267683279,4,New Quote,5,general,169,9.2,Request ID cards,resolved,Callback scheduled for tomorrow,3.0,True
-17341,2024-11-15 10:14:27,13642361781,4,New Quote,5,general,17,3.7,Inquire about premium increase,follow_up_needed,Policy updated per customer request,4.0,False
-17342,2024-11-15 10:19:52,17650383855,1,Claims,7,claims,108,9.3,Request proof of insurance,resolved,Policy updated per customer request,5.0,True
-17343,2024-11-15 10:26:45,14485997161,2,Billing & Payments,8,billing,95,0.0,Request ID cards,abandoned,Customer abandoned,,False
-17344,2024-11-15 10:38:01,16237127772,2,Billing & Payments,4,billing,240,4.5,Add driver to policy,follow_up_needed,Transferred to supervisor,3.0,False
-17345,2024-11-15 10:42:18,13169828754,0,Speak to Agent,5,general,166,8.4,Cancel policy,resolved,Callback scheduled for tomorrow,4.0,True
-17346,2024-11-15 10:43:16,17180605795,4,New Quote,6,general,35,7.1,Add driver to policy,resolved,"Claim filed, reference number provided",5.0,True
-17347,2024-11-15 10:43:29,14911642603,0,Speak to Agent,6,general,155,7.0,Ask about deductible,resolved,Callback scheduled for tomorrow,3.0,True
-17348,2024-11-15 11:04:48,19188886376,0,Speak to Agent,6,general,130,8.8,Update payment method,follow_up_needed,"Information provided, no action needed",3.0,False
-17349,2024-11-15 11:32:46,12570715603,4,New Quote,6,general,242,4.0,Request ID cards,resolved,Transferred to supervisor,5.0,True
-17350,2024-11-15 11:38:36,12973089808,4,New Quote,5,general,240,8.5,Cancel policy,resolved,Customer disconnected before resolution,3.0,True
-17351,2024-11-15 11:43:07,16325728409,2,Billing & Payments,4,billing,88,3.5,Ask about deductible,resolved,Callback scheduled for tomorrow,5.0,True
-17352,2024-11-15 11:54:39,12988218921,2,Billing & Payments,4,billing,203,9.5,Update payment method,resolved,"Information provided, no action needed",5.0,True
-17353,2024-11-15 12:04:53,16889495770,1,Claims,1,claims,198,6.3,Update payment method,resolved,Resolved on first call,3.0,True
-17354,2024-11-15 12:11:49,18896263428,3,Policy Changes,6,general,0,7.0,Change coverage level,resolved,"Claim filed, reference number provided",4.0,True
-17355,2024-11-15 12:13:52,19886362766,3,Policy Changes,6,general,138,7.6,General coverage question,transferred,Escalated to claims adjuster,5.0,False
-17356,2024-11-15 12:43:14,16292544108,2,Billing & Payments,3,billing,91,2.3,Request proof of insurance,resolved,Escalated to claims adjuster,5.0,True
-17357,2024-11-15 12:55:33,17533175019,4,New Quote,6,general,147,5.5,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-17358,2024-11-15 13:40:02,18908086683,1,Claims,7,claims,196,4.2,Update address,follow_up_needed,Transferred to supervisor,3.0,False
-17359,2024-11-15 13:51:48,18099939460,2,Billing & Payments,4,billing,179,5.7,Reinstate lapsed policy,resolved,Resolved on first call,5.0,True
-17360,2024-11-15 14:02:57,15427593314,2,Billing & Payments,4,billing,97,6.9,Inquire about premium increase,follow_up_needed,Customer disconnected before resolution,3.0,False
-17361,2024-11-15 14:04:04,19450813836,0,Speak to Agent,6,general,78,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-17362,2024-11-15 14:32:11,15699849813,0,Speak to Agent,5,general,123,2.7,Update address,resolved,Resolved on first call,3.0,True
-17363,2024-11-15 15:08:42,16283077049,1,Claims,2,claims,0,8.1,Update address,resolved,Escalated to claims adjuster,5.0,True
-17364,2024-11-15 15:11:12,16877105436,3,Policy Changes,6,general,178,9.6,Update payment method,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-17365,2024-11-15 15:11:27,13149699052,3,Policy Changes,5,general,0,7.0,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-17366,2024-11-15 15:13:21,19908597183,0,Speak to Agent,6,general,142,9.8,Cancel policy,resolved,"Claim filed, reference number provided",2.0,True
-17367,2024-11-15 15:27:20,15221985359,3,Policy Changes,6,general,291,4.9,Request ID cards,resolved,Transferred to supervisor,2.0,True
-17368,2024-11-15 15:30:51,19573283235,1,Claims,2,claims,48,10.8,General coverage question,resolved,Customer disconnected before resolution,5.0,True
-17369,2024-11-15 15:37:40,16213767964,2,Billing & Payments,4,billing,99,5.8,General coverage question,resolved,Payment processed successfully,4.0,True
-17370,2024-11-15 15:38:20,19373776919,4,New Quote,6,general,71,6.7,Request ID cards,resolved,Payment processed successfully,5.0,True
-17371,2024-11-15 16:18:33,12453803232,2,Billing & Payments,3,billing,105,4.8,Ask about discounts,resolved,Payment processed successfully,4.0,True
-17372,2024-11-15 16:33:44,14243588275,0,Speak to Agent,6,general,181,11.5,Dispute claim denial,resolved,Payment processed successfully,3.0,True
-17373,2024-11-15 16:34:22,16190586311,1,Claims,2,claims,209,8.4,Payment not processed,resolved,Customer disconnected before resolution,5.0,True
-17374,2024-11-15 16:37:41,14909142377,0,Speak to Agent,5,general,90,6.5,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-17375,2024-11-15 17:04:30,14420405141,1,Claims,7,claims,168,0.0,Request ID cards,abandoned,Customer abandoned,,False
-17376,2024-11-15 17:20:29,16227231171,2,Billing & Payments,8,billing,244,8.8,Update address,follow_up_needed,Customer disconnected before resolution,3.0,False
-17377,2024-11-15 17:39:13,18486618901,2,Billing & Payments,4,billing,104,8.9,Complaint about service,resolved,Transferred to supervisor,4.0,True
-17378,2024-11-15 17:45:40,19650455035,1,Claims,2,claims,124,7.1,Request proof of insurance,follow_up_needed,"Information provided, no action needed",3.0,False
-17379,2024-11-15 17:54:31,18798868760,4,New Quote,5,general,20,3.9,Add driver to policy,follow_up_needed,Payment processed successfully,5.0,False
-17380,2024-11-15 18:05:35,19755716175,1,Claims,7,claims,232,5.2,Change coverage level,resolved,Resolved on first call,5.0,True
-17381,2024-11-15 18:35:19,16965425571,3,Policy Changes,6,general,138,4.5,General coverage question,resolved,Escalated to claims adjuster,4.0,True
-17382,2024-11-15 18:38:20,18822587598,2,Billing & Payments,4,billing,63,9.1,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-17383,2024-11-16 09:16:18,16568693766,3,Policy Changes,5,general,0,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-17384,2024-11-16 09:16:50,13609725359,1,Claims,1,claims,65,0.7,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-17385,2024-11-16 09:18:34,16627674643,1,Claims,2,claims,0,5.2,Inquire about premium increase,transferred,Resolved on first call,4.0,False
-17386,2024-11-16 09:23:17,18329421814,3,Policy Changes,6,general,208,7.7,Filing new auto claim,follow_up_needed,Escalated to claims adjuster,3.0,False
-17387,2024-11-16 09:23:44,15117268176,3,Policy Changes,5,general,142,4.5,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",4.0,True
-17388,2024-11-16 09:53:36,18235399461,2,Billing & Payments,3,billing,0,1.6,Filing new auto claim,resolved,"Information provided, no action needed",4.0,True
-17389,2024-11-16 09:56:03,17014663706,1,Claims,1,claims,209,4.1,Dispute claim denial,resolved,"Claim filed, reference number provided",2.0,True
-17390,2024-11-16 10:01:02,17889764748,0,Speak to Agent,6,general,148,12.8,Cancel policy,resolved,Resolved on first call,3.0,True
-17391,2024-11-16 10:02:12,12895201640,1,Claims,7,claims,289,6.0,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",1.0,False
-17392,2024-11-16 10:11:42,17550254713,0,Speak to Agent,6,general,90,10.9,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-17393,2024-11-16 10:21:06,15670800676,2,Billing & Payments,3,billing,20,2.6,Add driver to policy,transferred,Customer requested manager,2.0,False
-17394,2024-11-16 10:22:34,17327808370,1,Claims,2,claims,200,7.6,Ask about deductible,resolved,Payment processed successfully,3.0,True
-17395,2024-11-16 10:34:41,14683886531,0,Speak to Agent,6,general,168,2.0,Update payment method,resolved,Customer disconnected before resolution,3.0,True
-17396,2024-11-16 10:38:20,14228847694,0,Speak to Agent,6,general,70,7.5,Add driver to policy,resolved,Callback scheduled for tomorrow,3.0,True
-17397,2024-11-16 10:40:57,12765596940,1,Claims,1,claims,0,6.7,Claim status inquiry,follow_up_needed,Customer requested manager,4.0,False
-17398,2024-11-16 10:43:08,18008076327,4,New Quote,6,general,82,11.6,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-17399,2024-11-16 10:54:38,15157409921,1,Claims,1,claims,94,9.6,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-17400,2024-11-16 10:55:28,16928366070,1,Claims,2,claims,150,7.9,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-17401,2024-11-16 10:58:12,17691346438,2,Billing & Payments,3,billing,88,4.0,Complaint about service,resolved,Customer requested manager,4.0,True
-17402,2024-11-16 11:00:09,13358168164,1,Claims,7,claims,93,5.0,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-17403,2024-11-16 11:05:24,13998604074,3,Policy Changes,6,general,110,8.8,Change coverage level,resolved,"Claim filed, reference number provided",3.0,True
-17404,2024-11-16 11:06:05,12303531407,4,New Quote,5,general,235,5.1,Request payment plan,resolved,Payment processed successfully,2.0,True
-17405,2024-11-16 11:20:02,16392284396,3,Policy Changes,6,general,72,8.3,Dispute claim denial,follow_up_needed,Customer requested manager,2.0,False
-17406,2024-11-16 11:24:34,14819582348,0,Speak to Agent,6,general,114,11.0,Payment not processed,resolved,Payment processed successfully,4.0,True
-17407,2024-11-16 11:33:53,16624706941,3,Policy Changes,6,general,172,9.6,Change coverage level,resolved,Customer requested manager,5.0,True
-17408,2024-11-16 11:37:36,18390906624,0,Speak to Agent,5,general,84,0.0,Request ID cards,abandoned,Customer abandoned,,False
-17409,2024-11-16 11:41:32,13478246032,0,Speak to Agent,5,general,142,4.7,Ask about discounts,resolved,"Claim filed, reference number provided",5.0,True
-17410,2024-11-16 11:56:36,17166827454,1,Claims,2,claims,217,8.0,Payment not processed,resolved,Payment processed successfully,5.0,True
-17411,2024-11-16 11:56:41,15660295983,3,Policy Changes,5,general,200,5.6,Request ID cards,resolved,Transferred to supervisor,3.0,True
-17412,2024-11-16 11:56:44,16582175985,2,Billing & Payments,4,billing,21,10.3,Request proof of insurance,resolved,Escalated to claims adjuster,3.0,True
-17413,2024-11-16 11:59:01,13523280534,0,Speak to Agent,6,general,156,8.5,Add driver to policy,resolved,Policy updated per customer request,5.0,True
-17414,2024-11-16 11:59:32,13188460236,2,Billing & Payments,4,billing,46,5.1,Remove vehicle from policy,transferred,Customer requested manager,3.0,False
-17415,2024-11-16 12:09:33,18895050603,4,New Quote,6,general,274,9.8,Payment not processed,follow_up_needed,Payment processed successfully,4.0,False
-17416,2024-11-16 12:27:50,19507916012,0,Speak to Agent,5,general,115,4.5,General coverage question,resolved,Resolved on first call,5.0,True
-17417,2024-11-16 12:35:09,16170847955,4,New Quote,5,general,111,4.5,General coverage question,resolved,Customer requested manager,4.0,True
-17418,2024-11-16 12:36:35,16005824742,1,Claims,7,claims,0,7.6,General coverage question,transferred,"Information provided, no action needed",4.0,False
-17419,2024-11-16 12:51:25,13401640531,2,Billing & Payments,4,billing,94,8.5,General coverage question,follow_up_needed,Escalated to claims adjuster,3.0,False
-17420,2024-11-16 12:52:49,19193791089,3,Policy Changes,5,general,103,5.1,Update payment method,resolved,Customer requested manager,4.0,True
-17421,2024-11-16 12:54:34,17041215753,1,Claims,2,claims,159,3.3,Request ID cards,resolved,"Information provided, no action needed",5.0,True
-17422,2024-11-16 12:58:46,14613203664,3,Policy Changes,5,general,196,2.5,Request proof of insurance,follow_up_needed,Resolved on first call,4.0,False
-17423,2024-11-18 07:13:15,15534463465,4,New Quote,5,general,54,7.7,General coverage question,follow_up_needed,Customer requested manager,2.0,False
-17424,2024-11-18 07:15:43,16190498652,2,Billing & Payments,8,billing,0,6.0,Reinstate lapsed policy,resolved,Customer requested manager,3.0,True
-17425,2024-11-18 07:19:58,16369368859,1,Claims,2,claims,249,4.3,Request proof of insurance,resolved,Payment processed successfully,5.0,True
-17426,2024-11-18 07:26:51,15474289434,1,Claims,2,claims,95,10.3,Dispute claim denial,resolved,"Claim filed, reference number provided",3.0,True
-17427,2024-11-18 07:28:27,13142719378,1,Claims,2,claims,190,8.0,Claim status inquiry,follow_up_needed,"Information provided, no action needed",3.0,False
-17428,2024-11-18 07:29:23,15638186507,1,Claims,7,claims,192,5.5,Payment not processed,resolved,Callback scheduled for tomorrow,4.0,True
-17429,2024-11-18 07:34:49,14429055868,4,New Quote,5,general,175,0.0,Change coverage level,abandoned,Customer abandoned,,False
-17430,2024-11-18 07:37:56,18814151866,3,Policy Changes,6,general,241,11.5,General coverage question,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-17431,2024-11-18 07:43:18,18848162627,1,Claims,1,claims,145,5.8,Update address,resolved,Customer disconnected before resolution,3.0,True
-17432,2024-11-18 07:53:52,17447541915,3,Policy Changes,6,general,301,9.6,Update payment method,follow_up_needed,Transferred to supervisor,4.0,False
-17433,2024-11-18 08:01:50,19480077279,4,New Quote,6,general,232,7.5,Ask about deductible,resolved,Customer disconnected before resolution,2.0,True
-17434,2024-11-18 08:22:32,14344973223,2,Billing & Payments,8,billing,190,0.0,Payment not processed,abandoned,Customer abandoned,,False
-17435,2024-11-18 09:03:22,16537678470,4,New Quote,5,general,421,7.7,Request ID cards,resolved,Customer requested manager,4.0,True
-17436,2024-11-18 09:04:10,18383393757,2,Billing & Payments,8,billing,86,5.3,Request ID cards,follow_up_needed,Payment processed successfully,5.0,False
-17437,2024-11-18 09:16:58,18535961631,1,Claims,7,claims,42,7.2,Request ID cards,resolved,Transferred to supervisor,5.0,True
-17438,2024-11-18 09:31:03,19936699956,3,Policy Changes,5,general,88,4.3,Update address,resolved,Resolved on first call,3.0,True
-17439,2024-11-18 09:32:40,18650815983,2,Billing & Payments,8,billing,131,2.7,Request ID cards,resolved,Resolved on first call,4.0,True
-17440,2024-11-18 09:41:25,19033523434,1,Claims,7,claims,128,6.6,Claim status inquiry,resolved,Callback scheduled for tomorrow,5.0,True
-17441,2024-11-18 09:45:21,15848984813,4,New Quote,5,general,149,5.5,Dispute claim denial,resolved,Resolved on first call,3.0,True
-17442,2024-11-18 09:52:06,13276777024,3,Policy Changes,6,general,234,6.6,Ask about deductible,resolved,Policy updated per customer request,2.0,True
-17443,2024-11-18 09:55:54,12099623691,1,Claims,1,claims,105,5.1,Reinstate lapsed policy,transferred,Payment processed successfully,2.0,False
-17444,2024-11-18 09:59:01,14274042936,1,Claims,7,claims,241,0.0,Update address,abandoned,Customer abandoned,,False
-17445,2024-11-18 10:03:07,15797417292,1,Claims,1,claims,350,1.8,General coverage question,resolved,"Claim filed, reference number provided",5.0,True
-17446,2024-11-18 10:04:10,13056052346,3,Policy Changes,5,general,61,4.2,Ask about deductible,resolved,Payment processed successfully,4.0,True
-17447,2024-11-18 10:11:11,19112271475,2,Billing & Payments,3,billing,186,3.9,Add driver to policy,resolved,Payment processed successfully,4.0,True
-17448,2024-11-18 10:11:56,16490483211,1,Claims,2,claims,132,10.4,Claim status inquiry,resolved,Payment processed successfully,3.0,True
-17449,2024-11-18 10:12:54,17493625922,3,Policy Changes,5,general,0,4.8,Cancel policy,follow_up_needed,Policy updated per customer request,4.0,False
-17450,2024-11-18 10:16:55,13309733555,0,Speak to Agent,5,general,0,7.3,Complaint about service,resolved,Transferred to supervisor,4.0,True
-17451,2024-11-18 10:20:37,13011700050,3,Policy Changes,5,general,261,9.0,Request ID cards,follow_up_needed,Resolved on first call,4.0,False
-17452,2024-11-18 10:30:06,16343349052,1,Claims,2,claims,67,14.4,Dispute claim denial,follow_up_needed,Customer requested manager,4.0,False
-17453,2024-11-18 10:48:28,15134678303,1,Claims,7,claims,100,7.1,Cancel policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-17454,2024-11-18 10:51:12,19072726464,4,New Quote,5,general,252,2.8,General coverage question,resolved,Policy updated per customer request,3.0,True
-17455,2024-11-18 10:52:46,18597131065,1,Claims,7,claims,49,6.9,Request payment plan,follow_up_needed,"Information provided, no action needed",2.0,False
-17456,2024-11-18 11:03:19,14432347028,3,Policy Changes,6,general,101,9.9,General coverage question,resolved,Policy updated per customer request,4.0,True
-17457,2024-11-18 11:07:53,13219443308,1,Claims,1,claims,101,7.0,Remove vehicle from policy,follow_up_needed,Transferred to supervisor,2.0,False
-17458,2024-11-18 11:12:18,14410471478,0,Speak to Agent,5,general,20,5.7,Update address,transferred,Callback scheduled for tomorrow,4.0,False
-17459,2024-11-18 11:22:55,14936547539,3,Policy Changes,6,general,198,11.7,Change coverage level,resolved,"Information provided, no action needed",5.0,True
-17460,2024-11-18 11:30:43,18808048123,4,New Quote,6,general,51,6.9,Add driver to policy,transferred,Customer disconnected before resolution,3.0,False
-17461,2024-11-18 11:33:44,15822312705,4,New Quote,5,general,89,6.2,Request proof of insurance,follow_up_needed,"Claim filed, reference number provided",5.0,False
-17462,2024-11-18 11:38:21,17646376028,1,Claims,1,claims,27,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-17463,2024-11-18 11:38:57,15116065467,2,Billing & Payments,4,billing,213,4.6,Update address,resolved,Customer requested manager,3.0,True
-17464,2024-11-18 11:42:40,15762679950,0,Speak to Agent,6,general,65,7.1,Report accident,resolved,Policy updated per customer request,4.0,True
-17465,2024-11-18 11:47:25,17966141128,0,Speak to Agent,6,general,317,9.1,Report accident,resolved,Escalated to claims adjuster,4.0,True
-17466,2024-11-18 11:48:30,16392944077,4,New Quote,6,general,259,9.5,Update address,resolved,Payment processed successfully,5.0,True
-17467,2024-11-18 12:19:29,15666939036,3,Policy Changes,6,general,62,7.8,Payment not processed,follow_up_needed,Escalated to claims adjuster,2.0,False
-17468,2024-11-18 12:41:45,12075094095,3,Policy Changes,6,general,227,6.6,Request proof of insurance,resolved,Callback scheduled for tomorrow,5.0,True
-17469,2024-11-18 13:16:44,15514004692,2,Billing & Payments,8,billing,109,6.6,Update address,resolved,"Claim filed, reference number provided",5.0,True
-17470,2024-11-18 13:24:56,12613634068,4,New Quote,5,general,222,7.5,Update payment method,resolved,Transferred to supervisor,5.0,True
-17471,2024-11-18 13:47:51,19154669216,0,Speak to Agent,5,general,104,3.0,Dispute claim denial,follow_up_needed,Policy updated per customer request,4.0,False
-17472,2024-11-18 13:58:31,16895687778,1,Claims,2,claims,182,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-17473,2024-11-18 14:30:53,12543861816,1,Claims,7,claims,139,5.1,Change coverage level,resolved,Transferred to supervisor,4.0,True
-17474,2024-11-18 14:54:15,17787733377,2,Billing & Payments,3,billing,287,3.8,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-17475,2024-11-18 15:14:59,12729419598,3,Policy Changes,5,general,215,4.1,Inquire about premium increase,follow_up_needed,Transferred to supervisor,4.0,False
-17476,2024-11-18 15:20:36,15597453246,4,New Quote,6,general,127,10.3,Change coverage level,resolved,Transferred to supervisor,5.0,True
-17477,2024-11-18 15:21:48,19728196049,3,Policy Changes,6,general,0,9.0,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,3.0,False
-17478,2024-11-18 15:23:05,16953500378,2,Billing & Payments,8,billing,83,0.6,Complaint about service,resolved,Escalated to claims adjuster,5.0,True
-17479,2024-11-18 15:32:40,18806299478,4,New Quote,6,general,129,8.6,Request proof of insurance,resolved,Policy updated per customer request,4.0,True
-17480,2024-11-18 15:37:42,15484714599,2,Billing & Payments,8,billing,29,2.6,Reinstate lapsed policy,transferred,Policy updated per customer request,2.0,False
-17481,2024-11-18 16:03:35,14798997249,3,Policy Changes,5,general,117,6.4,Reinstate lapsed policy,resolved,Customer requested manager,5.0,True
-17482,2024-11-18 16:04:34,17463589116,2,Billing & Payments,3,billing,114,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-17483,2024-11-18 16:04:53,16618014100,1,Claims,2,claims,115,4.8,Complaint about service,resolved,Callback scheduled for tomorrow,5.0,True
-17484,2024-11-18 16:25:18,12002326544,0,Speak to Agent,5,general,114,8.8,Remove vehicle from policy,resolved,Customer disconnected before resolution,3.0,True
-17485,2024-11-18 16:31:25,15738276051,4,New Quote,6,general,47,6.6,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-17486,2024-11-18 16:37:22,16187069682,4,New Quote,6,general,244,6.3,Change coverage level,resolved,Policy updated per customer request,3.0,True
-17487,2024-11-18 16:41:58,15258162459,4,New Quote,6,general,154,7.5,Filing new auto claim,resolved,Callback scheduled for tomorrow,2.0,True
-17488,2024-11-18 16:42:10,19245732667,1,Claims,1,claims,75,10.7,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-17489,2024-11-18 16:47:07,16605224603,0,Speak to Agent,5,general,0,2.1,Dispute claim denial,resolved,Customer requested manager,3.0,True
-17490,2024-11-18 16:53:06,14880457955,0,Speak to Agent,5,general,340,5.7,Update address,resolved,Escalated to claims adjuster,4.0,True
-17491,2024-11-18 16:54:59,17625349642,2,Billing & Payments,4,billing,191,6.6,Payment not processed,resolved,"Information provided, no action needed",3.0,True
-17492,2024-11-18 17:00:12,19816118241,1,Claims,1,claims,130,2.7,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-17493,2024-11-18 17:02:39,18776073920,4,New Quote,6,general,137,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-17494,2024-11-18 17:07:30,12448402781,1,Claims,7,claims,109,4.1,Ask about deductible,resolved,Resolved on first call,3.0,True
-17495,2024-11-18 17:16:48,13194348429,3,Policy Changes,5,general,140,3.7,Ask about discounts,resolved,Customer requested manager,4.0,True
-17496,2024-11-18 17:23:38,18238626523,3,Policy Changes,6,general,1,6.6,General coverage question,transferred,Transferred to supervisor,3.0,False
-17497,2024-11-18 17:28:07,16473044169,1,Claims,1,claims,179,5.2,Request ID cards,follow_up_needed,"Information provided, no action needed",4.0,False
-17498,2024-11-18 17:56:11,19438738688,4,New Quote,6,general,201,10.4,Complaint about service,resolved,Customer disconnected before resolution,4.0,True
-17499,2024-11-18 18:02:18,18838675347,1,Claims,7,claims,152,4.4,Update address,resolved,Transferred to supervisor,4.0,True
-17500,2024-11-18 18:05:47,17961702530,4,New Quote,6,general,57,6.5,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-17501,2024-11-18 18:12:46,16990178032,1,Claims,7,claims,194,1.3,Claim status inquiry,resolved,Customer requested manager,5.0,True
-17502,2024-11-18 18:17:12,18962069765,0,Speak to Agent,5,general,55,6.6,Claim status inquiry,transferred,Payment processed successfully,1.0,False
-17503,2024-11-18 18:17:29,17302748912,3,Policy Changes,6,general,362,9.1,Claim status inquiry,resolved,Customer disconnected before resolution,4.0,True
-17504,2024-11-18 18:29:29,12250423764,1,Claims,1,claims,0,4.9,Update payment method,resolved,Customer disconnected before resolution,5.0,True
-17505,2024-11-18 18:31:11,14025586167,0,Speak to Agent,6,general,45,7.9,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-17506,2024-11-18 18:38:31,16381948129,1,Claims,2,claims,128,8.7,Filing new auto claim,resolved,Callback scheduled for tomorrow,3.0,True
-17507,2024-11-19 07:21:34,13348243803,0,Speak to Agent,6,general,234,6.8,Payment not processed,resolved,Escalated to claims adjuster,3.0,True
-17508,2024-11-19 07:22:18,13456695593,2,Billing & Payments,4,billing,131,7.3,Payment not processed,follow_up_needed,Transferred to supervisor,3.0,False
-17509,2024-11-19 07:34:24,18640157117,4,New Quote,5,general,297,6.4,Request payment plan,resolved,Escalated to claims adjuster,3.0,True
-17510,2024-11-19 07:41:11,15117866070,4,New Quote,5,general,83,3.7,Cancel policy,follow_up_needed,Customer disconnected before resolution,2.0,False
-17511,2024-11-19 07:54:32,16233599785,2,Billing & Payments,3,billing,153,2.7,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-17512,2024-11-19 08:01:11,17317935017,0,Speak to Agent,5,general,148,4.0,Change coverage level,transferred,Payment processed successfully,2.0,False
-17513,2024-11-19 08:02:16,17912181915,3,Policy Changes,6,general,147,9.6,Add driver to policy,transferred,Transferred to supervisor,3.0,False
-17514,2024-11-19 08:08:56,15153420629,2,Billing & Payments,3,billing,261,3.8,Remove vehicle from policy,resolved,"Information provided, no action needed",4.0,True
-17515,2024-11-19 08:21:44,18047199462,2,Billing & Payments,3,billing,163,3.1,Request proof of insurance,follow_up_needed,Resolved on first call,2.0,False
-17516,2024-11-19 08:31:23,14627730261,4,New Quote,5,general,59,5.5,Add driver to policy,resolved,Callback scheduled for tomorrow,3.0,True
-17517,2024-11-19 08:35:55,19870951412,3,Policy Changes,6,general,146,11.2,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-17518,2024-11-19 08:40:18,16425881797,2,Billing & Payments,4,billing,87,5.5,Update address,resolved,Transferred to supervisor,4.0,True
-17519,2024-11-19 08:42:10,15098770204,0,Speak to Agent,5,general,210,4.5,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-17520,2024-11-19 09:01:05,16187584867,2,Billing & Payments,4,billing,154,9.5,Inquire about premium increase,resolved,"Information provided, no action needed",5.0,True
-17521,2024-11-19 09:03:00,13554378040,1,Claims,2,claims,199,9.1,Dispute claim denial,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-17522,2024-11-19 09:14:49,19578133719,0,Speak to Agent,6,general,133,7.5,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-17523,2024-11-19 09:18:06,14330775639,1,Claims,1,claims,0,5.1,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-17524,2024-11-19 09:19:22,16813301800,4,New Quote,6,general,214,9.2,Ask about deductible,follow_up_needed,Transferred to supervisor,5.0,False
-17525,2024-11-19 09:33:54,15014500427,2,Billing & Payments,8,billing,0,0.5,Claim status inquiry,follow_up_needed,"Information provided, no action needed",3.0,False
-17526,2024-11-19 09:38:24,18523505744,2,Billing & Payments,3,billing,219,7.9,Inquire about premium increase,follow_up_needed,Customer disconnected before resolution,5.0,False
-17527,2024-11-19 09:39:15,19331378539,4,New Quote,5,general,176,5.5,Update payment method,follow_up_needed,Resolved on first call,2.0,False
-17528,2024-11-19 09:40:36,13096691898,4,New Quote,5,general,157,6.0,Dispute claim denial,follow_up_needed,Transferred to supervisor,4.0,False
-17529,2024-11-19 09:50:21,19867381593,0,Speak to Agent,6,general,151,6.1,Change coverage level,resolved,Policy updated per customer request,3.0,True
-17530,2024-11-19 09:56:12,12201396922,3,Policy Changes,6,general,211,7.3,Request proof of insurance,resolved,Escalated to claims adjuster,4.0,True
-17531,2024-11-19 10:10:27,12470143993,0,Speak to Agent,6,general,151,11.8,Ask about discounts,resolved,Policy updated per customer request,3.0,True
-17532,2024-11-19 10:10:31,16824303558,4,New Quote,5,general,126,0.5,Complaint about service,resolved,Escalated to claims adjuster,5.0,True
-17533,2024-11-19 10:18:25,14497057227,3,Policy Changes,6,general,109,9.0,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-17534,2024-11-19 10:24:44,17449135051,1,Claims,2,claims,52,4.0,Remove vehicle from policy,resolved,Policy updated per customer request,3.0,True
-17535,2024-11-19 10:28:53,15025660873,0,Speak to Agent,5,general,160,3.1,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-17536,2024-11-19 10:40:36,17430185617,2,Billing & Payments,8,billing,0,8.0,Add driver to policy,resolved,Customer disconnected before resolution,5.0,True
-17537,2024-11-19 10:43:27,16913960284,0,Speak to Agent,5,general,237,5.9,Change coverage level,follow_up_needed,"Claim filed, reference number provided",3.0,False
-17538,2024-11-19 10:48:38,13530667554,4,New Quote,6,general,0,8.0,Remove vehicle from policy,transferred,Transferred to supervisor,2.0,False
-17539,2024-11-19 10:50:38,19101688695,3,Policy Changes,5,general,69,5.4,Change coverage level,resolved,Escalated to claims adjuster,3.0,True
-17540,2024-11-19 11:07:59,14032313166,3,Policy Changes,5,general,300,6.2,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-17541,2024-11-19 11:22:45,16613945897,1,Claims,2,claims,182,5.1,Update payment method,transferred,"Information provided, no action needed",3.0,False
-17542,2024-11-19 11:25:28,18392859586,0,Speak to Agent,6,general,242,3.6,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-17543,2024-11-19 11:34:47,15865374209,4,New Quote,6,general,142,8.7,Change coverage level,follow_up_needed,Payment processed successfully,3.0,False
-17544,2024-11-19 11:36:06,12908503322,4,New Quote,6,general,0,8.6,Report accident,resolved,Resolved on first call,4.0,True
-17545,2024-11-19 11:39:57,19191551038,4,New Quote,5,general,142,7.8,Update address,resolved,Policy updated per customer request,4.0,True
-17546,2024-11-19 11:44:27,17233929166,0,Speak to Agent,6,general,85,8.4,Payment not processed,follow_up_needed,Customer requested manager,2.0,False
-17547,2024-11-19 11:46:32,13207488602,1,Claims,1,claims,185,8.5,Complaint about service,transferred,Customer disconnected before resolution,3.0,False
-17548,2024-11-19 11:52:56,13005015913,0,Speak to Agent,6,general,80,10.0,General coverage question,follow_up_needed,Resolved on first call,4.0,False
-17549,2024-11-19 12:01:59,15218648540,3,Policy Changes,6,general,113,7.2,Remove vehicle from policy,follow_up_needed,"Information provided, no action needed",3.0,False
-17550,2024-11-19 12:19:08,14625476715,3,Policy Changes,6,general,0,8.9,Change coverage level,resolved,Transferred to supervisor,3.0,True
-17551,2024-11-19 12:29:08,12547232472,1,Claims,2,claims,291,13.9,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-17552,2024-11-19 12:56:22,16845451309,2,Billing & Payments,8,billing,164,2.6,Update payment method,follow_up_needed,"Information provided, no action needed",3.0,False
-17553,2024-11-19 13:06:18,17633794401,2,Billing & Payments,8,billing,143,9.0,Complaint about service,resolved,Policy updated per customer request,4.0,True
-17554,2024-11-19 13:17:44,14963352564,1,Claims,1,claims,321,3.7,Payment not processed,follow_up_needed,Resolved on first call,4.0,False
-17555,2024-11-19 13:18:36,19336892153,1,Claims,7,claims,0,7.4,Update payment method,follow_up_needed,Transferred to supervisor,3.0,False
-17556,2024-11-19 13:21:57,16204459167,4,New Quote,5,general,83,1.6,Cancel policy,resolved,"Information provided, no action needed",3.0,True
-17557,2024-11-19 13:39:14,14845558435,3,Policy Changes,5,general,213,1.9,Add driver to policy,follow_up_needed,Resolved on first call,3.0,False
-17558,2024-11-19 14:01:45,17060562540,1,Claims,2,claims,120,7.7,Remove vehicle from policy,transferred,Resolved on first call,2.0,False
-17559,2024-11-19 14:07:51,18035671315,2,Billing & Payments,8,billing,0,5.6,Update address,resolved,Payment processed successfully,4.0,True
-17560,2024-11-19 14:14:50,16985579218,0,Speak to Agent,5,general,175,4.7,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",4.0,False
-17561,2024-11-19 14:32:14,15221376121,0,Speak to Agent,5,general,37,6.1,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",2.0,False
-17562,2024-11-19 14:37:19,19008223163,0,Speak to Agent,6,general,87,12.0,Request ID cards,resolved,Escalated to claims adjuster,5.0,True
-17563,2024-11-19 14:37:50,17095436236,0,Speak to Agent,6,general,0,0.0,Request ID cards,abandoned,Customer abandoned,,False
-17564,2024-11-19 14:45:59,15502633357,2,Billing & Payments,3,billing,224,8.3,Request proof of insurance,transferred,"Information provided, no action needed",3.0,False
-17565,2024-11-19 14:55:37,15258244258,2,Billing & Payments,4,billing,34,7.6,Update address,resolved,Escalated to claims adjuster,4.0,True
-17566,2024-11-19 14:59:17,16761535680,2,Billing & Payments,3,billing,157,5.7,Dispute claim denial,transferred,Policy updated per customer request,5.0,False
-17567,2024-11-19 15:11:39,15949445614,3,Policy Changes,5,general,50,4.2,Change coverage level,resolved,Customer requested manager,4.0,True
-17568,2024-11-19 15:12:33,16766232483,1,Claims,7,claims,80,4.9,Update address,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-17569,2024-11-19 15:44:15,19845627147,4,New Quote,6,general,107,9.1,Inquire about premium increase,transferred,"Information provided, no action needed",1.0,False
-17570,2024-11-19 15:46:52,15612969930,0,Speak to Agent,5,general,130,5.4,Update address,transferred,Transferred to supervisor,1.0,False
-17571,2024-11-19 15:56:31,15354885474,1,Claims,1,claims,185,2.4,Ask about deductible,resolved,"Claim filed, reference number provided",2.0,True
-17572,2024-11-19 15:59:00,13328484481,0,Speak to Agent,6,general,111,6.4,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-17573,2024-11-19 16:30:26,16386035998,1,Claims,7,claims,238,3.5,Complaint about service,follow_up_needed,"Information provided, no action needed",4.0,False
-17574,2024-11-19 16:32:14,17234802358,3,Policy Changes,5,general,0,2.4,Remove vehicle from policy,resolved,Payment processed successfully,3.0,True
-17575,2024-11-19 16:44:49,17052476916,2,Billing & Payments,8,billing,0,3.1,Report accident,resolved,Transferred to supervisor,4.0,True
-17576,2024-11-19 16:53:02,18771645429,1,Claims,7,claims,140,8.1,Update address,resolved,Policy updated per customer request,4.0,True
-17577,2024-11-19 16:56:52,14353146827,0,Speak to Agent,6,general,97,6.6,Payment not processed,resolved,Callback scheduled for tomorrow,4.0,True
-17578,2024-11-19 17:11:46,17702276460,3,Policy Changes,6,general,72,10.8,Cancel policy,resolved,Payment processed successfully,5.0,True
-17579,2024-11-19 17:15:44,12844375942,0,Speak to Agent,5,general,0,5.2,Change coverage level,resolved,Payment processed successfully,4.0,True
-17580,2024-11-19 17:24:28,19248548892,0,Speak to Agent,5,general,102,10.4,Ask about deductible,transferred,Customer requested manager,2.0,False
-17581,2024-11-19 17:30:41,18149603472,4,New Quote,5,general,54,1.4,Claim status inquiry,resolved,Transferred to supervisor,5.0,True
-17582,2024-11-19 18:07:58,17605084688,3,Policy Changes,5,general,123,1.4,Request ID cards,resolved,"Claim filed, reference number provided",2.0,True
-17583,2024-11-19 18:37:24,14650474839,0,Speak to Agent,5,general,210,3.6,Complaint about service,transferred,Transferred to supervisor,2.0,False
-17584,2024-11-19 18:51:21,13166931016,4,New Quote,6,general,149,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-17585,2024-11-20 07:18:30,17101029591,1,Claims,1,claims,156,5.3,Cancel policy,resolved,"Claim filed, reference number provided",5.0,True
-17586,2024-11-20 07:41:19,17058129934,1,Claims,7,claims,68,5.2,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-17587,2024-11-20 07:53:49,19939927944,4,New Quote,5,general,254,9.4,Request payment plan,resolved,"Claim filed, reference number provided",5.0,True
-17588,2024-11-20 08:05:54,17729350050,4,New Quote,6,general,99,11.6,Remove vehicle from policy,follow_up_needed,"Information provided, no action needed",2.0,False
-17589,2024-11-20 08:10:16,18807806875,0,Speak to Agent,5,general,93,5.2,Claim status inquiry,transferred,Policy updated per customer request,3.0,False
-17590,2024-11-20 08:16:28,15278023095,0,Speak to Agent,6,general,0,8.3,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-17591,2024-11-20 08:18:18,14212749707,2,Billing & Payments,8,billing,210,11.0,Report accident,follow_up_needed,Resolved on first call,3.0,False
-17592,2024-11-20 08:26:21,18708632980,4,New Quote,5,general,21,4.5,Request payment plan,resolved,Customer requested manager,4.0,True
-17593,2024-11-20 08:32:37,13120625828,3,Policy Changes,6,general,225,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-17594,2024-11-20 08:53:08,14788460525,0,Speak to Agent,6,general,137,7.1,Dispute claim denial,transferred,Customer requested manager,4.0,False
-17595,2024-11-20 09:08:47,15159007757,0,Speak to Agent,5,general,18,3.8,Add driver to policy,resolved,Payment processed successfully,4.0,True
-17596,2024-11-20 09:15:12,15059597565,4,New Quote,5,general,165,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-17597,2024-11-20 09:16:13,15834658701,4,New Quote,6,general,0,5.6,Payment not processed,resolved,Resolved on first call,4.0,True
-17598,2024-11-20 09:19:07,12979524705,3,Policy Changes,6,general,198,7.7,Add driver to policy,resolved,Customer requested manager,4.0,True
-17599,2024-11-20 09:26:22,17325429719,1,Claims,7,claims,208,5.7,Payment not processed,follow_up_needed,Payment processed successfully,3.0,False
-17600,2024-11-20 09:26:29,15179225483,3,Policy Changes,5,general,178,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-17601,2024-11-20 09:34:18,19445836548,1,Claims,1,claims,161,5.7,Request proof of insurance,resolved,Customer requested manager,3.0,True
-17602,2024-11-20 09:43:19,15388295798,3,Policy Changes,6,general,154,9.4,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-17603,2024-11-20 10:12:45,16412672715,4,New Quote,6,general,0,3.9,Dispute claim denial,resolved,Customer requested manager,2.0,True
-17604,2024-11-20 10:44:51,13336876118,0,Speak to Agent,6,general,29,9.9,Change coverage level,transferred,Callback scheduled for tomorrow,3.0,False
-17605,2024-11-20 10:47:10,17591477827,3,Policy Changes,5,general,197,3.1,General coverage question,resolved,Policy updated per customer request,4.0,True
-17606,2024-11-20 10:49:36,15223036867,4,New Quote,6,general,0,6.3,Inquire about premium increase,resolved,Customer disconnected before resolution,3.0,True
-17607,2024-11-20 10:52:42,14513239104,4,New Quote,6,general,14,10.2,Dispute claim denial,follow_up_needed,Escalated to claims adjuster,1.0,False
-17608,2024-11-20 10:53:17,15307972790,2,Billing & Payments,3,billing,281,3.0,Complaint about service,resolved,Policy updated per customer request,3.0,True
-17609,2024-11-20 10:57:02,18939509588,0,Speak to Agent,5,general,183,5.9,Add driver to policy,resolved,Payment processed successfully,4.0,True
-17610,2024-11-20 11:00:02,12159222265,3,Policy Changes,6,general,205,10.4,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-17611,2024-11-20 11:13:00,15386411958,3,Policy Changes,5,general,185,9.9,Claim status inquiry,transferred,Escalated to claims adjuster,1.0,False
-17612,2024-11-20 11:18:09,14758373397,3,Policy Changes,5,general,73,7.0,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-17613,2024-11-20 11:26:27,16196372820,0,Speak to Agent,5,general,151,3.7,Payment not processed,transferred,Customer disconnected before resolution,3.0,False
-17614,2024-11-20 11:29:43,19918476663,4,New Quote,5,general,0,9.5,Update payment method,transferred,Escalated to claims adjuster,3.0,False
-17615,2024-11-20 11:30:30,17614117663,1,Claims,2,claims,243,6.9,Payment not processed,transferred,Payment processed successfully,3.0,False
-17616,2024-11-20 11:37:12,13936231121,4,New Quote,5,general,115,0.0,General coverage question,abandoned,Customer abandoned,,False
-17617,2024-11-20 11:42:45,14288377100,0,Speak to Agent,5,general,122,8.3,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-17618,2024-11-20 11:58:02,12986669040,2,Billing & Payments,3,billing,145,3.3,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-17619,2024-11-20 12:11:57,17483750074,0,Speak to Agent,5,general,178,7.1,Update address,resolved,Resolved on first call,4.0,True
-17620,2024-11-20 12:53:03,18827089925,4,New Quote,6,general,274,11.1,Report accident,resolved,"Claim filed, reference number provided",5.0,True
-17621,2024-11-20 13:34:23,14184979679,3,Policy Changes,5,general,112,6.4,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-17622,2024-11-20 13:42:05,17586575659,0,Speak to Agent,6,general,203,7.5,Change coverage level,resolved,Customer requested manager,5.0,True
-17623,2024-11-20 14:05:55,16399386694,4,New Quote,6,general,178,9.3,Payment not processed,follow_up_needed,Payment processed successfully,2.0,False
-17624,2024-11-20 14:07:54,16349071606,4,New Quote,6,general,271,6.7,General coverage question,resolved,"Claim filed, reference number provided",5.0,True
-17625,2024-11-20 14:15:59,14117733494,4,New Quote,5,general,49,0.6,Change coverage level,resolved,"Claim filed, reference number provided",3.0,True
-17626,2024-11-20 14:25:58,15637132096,4,New Quote,5,general,232,0.0,Cancel policy,abandoned,Customer abandoned,,False
-17627,2024-11-20 15:13:16,13061540013,4,New Quote,5,general,294,3.7,Reinstate lapsed policy,follow_up_needed,Customer requested manager,3.0,False
-17628,2024-11-20 15:53:51,15326596511,3,Policy Changes,5,general,266,10.5,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-17629,2024-11-20 16:30:47,12668189412,2,Billing & Payments,3,billing,277,5.6,Complaint about service,transferred,Policy updated per customer request,4.0,False
-17630,2024-11-20 16:42:40,13322961395,0,Speak to Agent,5,general,20,2.7,Filing new auto claim,follow_up_needed,Escalated to claims adjuster,4.0,False
-17631,2024-11-20 17:04:45,19621844549,4,New Quote,5,general,151,5.3,Request proof of insurance,follow_up_needed,Escalated to claims adjuster,1.0,False
-17632,2024-11-20 17:22:18,19264958384,2,Billing & Payments,8,billing,62,5.4,General coverage question,resolved,Transferred to supervisor,5.0,True
-17633,2024-11-20 17:26:03,15588321231,0,Speak to Agent,5,general,145,5.2,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-17634,2024-11-20 17:29:18,12427473950,3,Policy Changes,5,general,76,3.8,Ask about discounts,resolved,Customer requested manager,5.0,True
-17635,2024-11-20 17:40:13,16985763716,1,Claims,2,claims,259,10.8,Dispute claim denial,transferred,Escalated to claims adjuster,5.0,False
-17636,2024-11-20 17:50:38,13990998031,0,Speak to Agent,6,general,0,0.0,Report accident,abandoned,Customer abandoned,,False
-17637,2024-11-20 17:52:43,19555889151,4,New Quote,6,general,63,4.9,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-17638,2024-11-20 18:06:15,13997954064,2,Billing & Payments,4,billing,0,7.7,Update payment method,resolved,Escalated to claims adjuster,2.0,True
-17639,2024-11-21 07:06:03,19784748595,1,Claims,1,claims,240,9.6,Dispute claim denial,follow_up_needed,Policy updated per customer request,2.0,False
-17640,2024-11-21 07:26:05,14983671051,3,Policy Changes,6,general,111,11.8,Update address,resolved,Callback scheduled for tomorrow,3.0,True
-17641,2024-11-21 07:39:04,12782381623,3,Policy Changes,6,general,106,0.0,Change coverage level,abandoned,Customer abandoned,,False
-17642,2024-11-21 07:42:46,19886839744,4,New Quote,5,general,0,0.5,Report accident,resolved,"Information provided, no action needed",3.0,True
-17643,2024-11-21 07:58:54,19733257046,1,Claims,7,claims,179,11.2,Request ID cards,follow_up_needed,Transferred to supervisor,2.0,False
-17644,2024-11-21 08:06:38,12845450721,4,New Quote,5,general,13,6.8,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,5.0,False
-17645,2024-11-21 08:34:51,16356162307,4,New Quote,6,general,360,4.3,Add driver to policy,follow_up_needed,Customer disconnected before resolution,4.0,False
-17646,2024-11-21 08:43:46,14305873566,3,Policy Changes,6,general,8,9.5,General coverage question,resolved,"Claim filed, reference number provided",4.0,True
-17647,2024-11-21 09:00:03,15952870310,1,Claims,7,claims,184,5.2,General coverage question,resolved,Customer disconnected before resolution,3.0,True
-17648,2024-11-21 09:18:27,13545996020,0,Speak to Agent,5,general,195,0.5,Ask about discounts,follow_up_needed,Transferred to supervisor,2.0,False
-17649,2024-11-21 09:55:45,18919797508,4,New Quote,6,general,67,8.7,Payment not processed,follow_up_needed,Transferred to supervisor,2.0,False
-17650,2024-11-21 09:58:45,17445670697,4,New Quote,6,general,219,10.1,Payment not processed,resolved,Callback scheduled for tomorrow,3.0,True
-17651,2024-11-21 10:07:21,16378765173,3,Policy Changes,5,general,116,6.7,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-17652,2024-11-21 10:11:37,14628324685,2,Billing & Payments,4,billing,223,8.1,Update payment method,resolved,Policy updated per customer request,3.0,True
-17653,2024-11-21 10:17:44,18574483335,2,Billing & Payments,8,billing,0,7.9,Ask about discounts,resolved,Policy updated per customer request,3.0,True
-17654,2024-11-21 10:25:10,12010156567,2,Billing & Payments,3,billing,101,3.3,Payment not processed,resolved,Resolved on first call,4.0,True
-17655,2024-11-21 10:35:52,15802501977,1,Claims,2,claims,141,9.8,Inquire about premium increase,follow_up_needed,Transferred to supervisor,3.0,False
-17656,2024-11-21 10:35:54,19365967788,3,Policy Changes,6,general,134,11.7,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-17657,2024-11-21 10:36:05,12357825168,0,Speak to Agent,6,general,7,8.3,Change coverage level,resolved,Payment processed successfully,4.0,True
-17658,2024-11-21 10:39:46,15435550520,3,Policy Changes,5,general,225,0.5,Add driver to policy,resolved,"Information provided, no action needed",4.0,True
-17659,2024-11-21 10:47:56,19044080786,4,New Quote,5,general,67,5.4,Inquire about premium increase,resolved,Customer disconnected before resolution,3.0,True
-17660,2024-11-21 10:55:55,19877263989,2,Billing & Payments,8,billing,194,10.3,Update address,resolved,Escalated to claims adjuster,3.0,True
-17661,2024-11-21 10:58:28,14544328880,3,Policy Changes,6,general,68,4.7,Complaint about service,resolved,"Information provided, no action needed",4.0,True
-17662,2024-11-21 11:13:22,16865269209,2,Billing & Payments,4,billing,34,6.8,Claim status inquiry,follow_up_needed,"Claim filed, reference number provided",4.0,False
-17663,2024-11-21 11:13:48,17626430478,1,Claims,2,claims,166,6.7,Inquire about premium increase,resolved,Policy updated per customer request,4.0,True
-17664,2024-11-21 11:58:27,13504871241,1,Claims,7,claims,208,7.5,Payment not processed,resolved,Policy updated per customer request,5.0,True
-17665,2024-11-21 12:23:57,14149940173,1,Claims,2,claims,196,10.3,Complaint about service,resolved,Customer disconnected before resolution,5.0,True
-17666,2024-11-21 12:24:09,13296858164,1,Claims,7,claims,2,9.4,Reinstate lapsed policy,resolved,Transferred to supervisor,3.0,True
-17667,2024-11-21 12:29:26,15606122924,4,New Quote,6,general,162,8.1,Update payment method,follow_up_needed,Policy updated per customer request,3.0,False
-17668,2024-11-21 12:31:06,14190906275,3,Policy Changes,5,general,128,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-17669,2024-11-21 12:50:49,12179806716,2,Billing & Payments,8,billing,6,5.0,Payment not processed,follow_up_needed,Transferred to supervisor,3.0,False
-17670,2024-11-21 12:52:06,17030633531,1,Claims,7,claims,205,8.6,Cancel policy,resolved,Customer requested manager,5.0,True
-17671,2024-11-21 12:57:47,12527802220,3,Policy Changes,6,general,206,10.1,Reinstate lapsed policy,transferred,Callback scheduled for tomorrow,2.0,False
-17672,2024-11-21 13:02:20,13399822699,3,Policy Changes,5,general,163,4.5,Add driver to policy,resolved,"Information provided, no action needed",2.0,True
-17673,2024-11-21 13:20:51,15409772092,1,Claims,7,claims,35,5.9,Change coverage level,resolved,Callback scheduled for tomorrow,3.0,True
-17674,2024-11-21 13:43:26,17788869628,4,New Quote,6,general,277,8.0,Payment not processed,resolved,Callback scheduled for tomorrow,2.0,True
-17675,2024-11-21 13:59:04,15953796992,1,Claims,2,claims,67,6.2,Ask about discounts,follow_up_needed,Policy updated per customer request,4.0,False
-17676,2024-11-21 14:27:30,17355862523,2,Billing & Payments,4,billing,9,10.8,Report accident,follow_up_needed,Transferred to supervisor,4.0,False
-17677,2024-11-21 14:36:13,14093255229,4,New Quote,6,general,169,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-17678,2024-11-21 14:37:26,15621118423,0,Speak to Agent,6,general,100,7.9,Complaint about service,resolved,Callback scheduled for tomorrow,5.0,True
-17679,2024-11-21 14:39:00,19693123287,2,Billing & Payments,4,billing,73,7.1,Update payment method,resolved,"Information provided, no action needed",4.0,True
-17680,2024-11-21 14:46:06,17617306822,2,Billing & Payments,8,billing,89,6.1,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-17681,2024-11-21 15:01:18,18772960697,3,Policy Changes,6,general,70,6.2,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-17682,2024-11-21 15:02:11,13733056743,2,Billing & Payments,8,billing,187,7.8,Payment not processed,resolved,Transferred to supervisor,2.0,True
-17683,2024-11-21 15:03:41,18786410170,0,Speak to Agent,5,general,85,6.7,Claim status inquiry,resolved,"Claim filed, reference number provided",3.0,True
-17684,2024-11-21 15:44:22,13451800576,4,New Quote,5,general,85,4.2,Update payment method,resolved,Transferred to supervisor,4.0,True
-17685,2024-11-21 15:51:23,16617970380,0,Speak to Agent,6,general,69,9.2,Payment not processed,resolved,Resolved on first call,4.0,True
-17686,2024-11-21 15:54:21,18186643002,4,New Quote,6,general,72,8.3,Cancel policy,transferred,"Claim filed, reference number provided",5.0,False
-17687,2024-11-21 16:10:03,18192671428,4,New Quote,6,general,115,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-17688,2024-11-21 16:13:29,18266885680,2,Billing & Payments,4,billing,122,2.9,Request payment plan,resolved,Customer disconnected before resolution,5.0,True
-17689,2024-11-21 16:37:21,14102281197,0,Speak to Agent,6,general,11,8.5,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-17690,2024-11-21 16:43:53,16846575149,0,Speak to Agent,6,general,270,6.5,Dispute claim denial,resolved,Callback scheduled for tomorrow,5.0,True
-17691,2024-11-21 16:46:05,12175862041,3,Policy Changes,5,general,265,4.5,Cancel policy,resolved,Transferred to supervisor,4.0,True
-17692,2024-11-21 16:49:03,19412437204,0,Speak to Agent,6,general,224,9.3,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-17693,2024-11-21 16:57:42,16606788065,0,Speak to Agent,5,general,0,8.3,Update address,resolved,Customer disconnected before resolution,3.0,True
-17694,2024-11-21 17:43:05,15733086668,1,Claims,1,claims,129,3.6,Report accident,transferred,Payment processed successfully,3.0,False
-17695,2024-11-21 17:57:09,19448700843,1,Claims,1,claims,222,5.4,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-17696,2024-11-21 18:02:42,13030922136,4,New Quote,5,general,49,5.2,Request payment plan,follow_up_needed,Customer disconnected before resolution,3.0,False
-17697,2024-11-21 18:25:48,18517217354,2,Billing & Payments,8,billing,221,2.7,Request ID cards,resolved,"Information provided, no action needed",2.0,True
-17698,2024-11-21 18:41:40,13334903330,0,Speak to Agent,5,general,82,3.0,Update payment method,resolved,Transferred to supervisor,3.0,True
-17699,2024-11-21 18:51:10,13779157407,2,Billing & Payments,8,billing,162,7.5,Update payment method,transferred,Resolved on first call,5.0,False
-17700,2024-11-21 18:53:47,14569017324,4,New Quote,6,general,23,10.5,Payment not processed,follow_up_needed,Customer requested manager,2.0,False
-17701,2024-11-22 07:01:48,17713542109,2,Billing & Payments,4,billing,0,8.7,Payment not processed,transferred,Escalated to claims adjuster,2.0,False
-17702,2024-11-22 07:17:57,16666095038,2,Billing & Payments,3,billing,13,7.0,Report accident,follow_up_needed,"Information provided, no action needed",4.0,False
-17703,2024-11-22 07:20:03,18339300636,2,Billing & Payments,4,billing,230,0.0,Report accident,abandoned,Customer abandoned,,False
-17704,2024-11-22 07:56:00,12735748322,3,Policy Changes,6,general,186,8.5,Reinstate lapsed policy,resolved,Customer requested manager,5.0,True
-17705,2024-11-22 08:26:56,18239529161,2,Billing & Payments,8,billing,135,6.4,Inquire about premium increase,transferred,Customer requested manager,3.0,False
-17706,2024-11-22 08:38:11,18886846486,3,Policy Changes,6,general,155,5.8,Update address,resolved,Customer requested manager,3.0,True
-17707,2024-11-22 08:54:26,18567020977,0,Speak to Agent,6,general,104,11.0,Add driver to policy,resolved,Resolved on first call,4.0,True
-17708,2024-11-22 09:27:30,13351068785,3,Policy Changes,5,general,364,5.7,General coverage question,transferred,Callback scheduled for tomorrow,3.0,False
-17709,2024-11-22 09:30:14,18974456975,4,New Quote,5,general,210,3.2,Report accident,transferred,Resolved on first call,3.0,False
-17710,2024-11-22 09:33:44,17913659804,2,Billing & Payments,4,billing,42,2.1,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-17711,2024-11-22 09:43:11,17446301029,0,Speak to Agent,6,general,154,7.1,Add driver to policy,resolved,Policy updated per customer request,3.0,True
-17712,2024-11-22 09:44:05,18781701308,3,Policy Changes,5,general,68,5.3,Change coverage level,resolved,Callback scheduled for tomorrow,5.0,True
-17713,2024-11-22 09:44:37,14691443010,0,Speak to Agent,5,general,138,6.0,Remove vehicle from policy,resolved,Resolved on first call,4.0,True
-17714,2024-11-22 09:47:16,14587896424,3,Policy Changes,6,general,32,6.5,Dispute claim denial,resolved,Payment processed successfully,2.0,True
-17715,2024-11-22 09:48:15,19405850788,4,New Quote,6,general,34,7.2,Filing new auto claim,follow_up_needed,Policy updated per customer request,3.0,False
-17716,2024-11-22 09:51:46,17288975133,2,Billing & Payments,3,billing,0,1.7,Change coverage level,resolved,Transferred to supervisor,4.0,True
-17717,2024-11-22 09:51:47,17541694627,1,Claims,2,claims,188,9.0,Request proof of insurance,resolved,Payment processed successfully,3.0,True
-17718,2024-11-22 10:02:00,15957407162,4,New Quote,5,general,217,7.7,Ask about deductible,follow_up_needed,Transferred to supervisor,3.0,False
-17719,2024-11-22 10:02:23,12220014836,2,Billing & Payments,4,billing,0,3.0,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-17720,2024-11-22 10:17:20,14823471489,1,Claims,7,claims,0,8.2,Payment not processed,follow_up_needed,Escalated to claims adjuster,2.0,False
-17721,2024-11-22 10:32:29,19019826971,2,Billing & Payments,4,billing,193,8.9,Ask about discounts,resolved,Payment processed successfully,3.0,True
-17722,2024-11-22 10:47:59,15707553973,4,New Quote,5,general,18,0.5,Complaint about service,resolved,Escalated to claims adjuster,4.0,True
-17723,2024-11-22 10:58:25,15685794342,4,New Quote,5,general,213,6.9,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",3.0,False
-17724,2024-11-22 10:59:43,19374341228,4,New Quote,6,general,74,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-17725,2024-11-22 11:01:45,16099262896,0,Speak to Agent,6,general,223,8.6,Request ID cards,resolved,Callback scheduled for tomorrow,3.0,True
-17726,2024-11-22 11:14:32,16792003425,1,Claims,1,claims,211,5.0,Dispute claim denial,follow_up_needed,Policy updated per customer request,1.0,False
-17727,2024-11-22 11:21:01,17864237713,0,Speak to Agent,5,general,42,5.8,Request ID cards,transferred,Customer disconnected before resolution,3.0,False
-17728,2024-11-22 11:29:50,13006904935,4,New Quote,6,general,360,6.4,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-17729,2024-11-22 11:55:03,19959480810,2,Billing & Payments,4,billing,54,3.4,Cancel policy,resolved,Payment processed successfully,4.0,True
-17730,2024-11-22 11:57:14,17428904516,2,Billing & Payments,3,billing,94,5.6,Report accident,resolved,Callback scheduled for tomorrow,3.0,True
-17731,2024-11-22 12:16:49,16420728139,2,Billing & Payments,3,billing,162,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-17732,2024-11-22 12:42:51,16947235044,1,Claims,1,claims,0,7.1,Reinstate lapsed policy,transferred,"Information provided, no action needed",3.0,False
-17733,2024-11-22 12:48:13,15575462447,2,Billing & Payments,3,billing,44,3.3,Request payment plan,resolved,Policy updated per customer request,4.0,True
-17734,2024-11-22 12:54:46,16534202826,2,Billing & Payments,4,billing,202,5.6,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-17735,2024-11-22 13:07:05,17247624880,2,Billing & Payments,4,billing,52,6.5,Reinstate lapsed policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-17736,2024-11-22 13:24:30,18104572395,4,New Quote,6,general,186,9.9,Request payment plan,resolved,Resolved on first call,3.0,True
-17737,2024-11-22 14:05:23,15297598815,2,Billing & Payments,4,billing,149,0.9,Complaint about service,resolved,Resolved on first call,3.0,True
-17738,2024-11-22 14:31:52,16765556394,3,Policy Changes,5,general,286,5.0,Filing new auto claim,resolved,Resolved on first call,5.0,True
-17739,2024-11-22 14:51:49,17846045678,2,Billing & Payments,3,billing,45,7.3,Request proof of insurance,resolved,Payment processed successfully,4.0,True
-17740,2024-11-22 14:58:42,16482988455,2,Billing & Payments,4,billing,155,8.6,General coverage question,resolved,Transferred to supervisor,5.0,True
-17741,2024-11-22 15:05:39,13561152674,4,New Quote,5,general,204,7.5,Update address,resolved,Policy updated per customer request,3.0,True
-17742,2024-11-22 15:19:25,19060367122,3,Policy Changes,6,general,126,8.3,Claim status inquiry,transferred,Transferred to supervisor,2.0,False
-17743,2024-11-22 15:20:18,18802187220,1,Claims,7,claims,27,9.6,Payment not processed,resolved,"Claim filed, reference number provided",3.0,True
-17744,2024-11-22 15:38:45,12490027887,3,Policy Changes,6,general,124,12.3,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-17745,2024-11-22 15:49:05,13284886202,3,Policy Changes,6,general,233,12.6,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-17746,2024-11-22 16:00:49,13132278730,4,New Quote,5,general,256,0.9,Request ID cards,resolved,Policy updated per customer request,4.0,True
-17747,2024-11-22 16:09:21,19508133114,3,Policy Changes,6,general,18,8.2,Complaint about service,resolved,"Information provided, no action needed",3.0,True
-17748,2024-11-22 16:13:29,16261741614,4,New Quote,5,general,167,3.4,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-17749,2024-11-22 16:23:47,19914222905,0,Speak to Agent,6,general,146,10.0,Complaint about service,transferred,"Claim filed, reference number provided",2.0,False
-17750,2024-11-22 16:40:13,18761632591,4,New Quote,6,general,205,0.0,Request ID cards,abandoned,Customer abandoned,,False
-17751,2024-11-22 16:58:06,19679116930,2,Billing & Payments,3,billing,51,6.2,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-17752,2024-11-22 17:08:27,12350821838,2,Billing & Payments,3,billing,55,0.0,Update payment method,abandoned,Customer abandoned,,False
-17753,2024-11-22 17:18:41,18398088946,1,Claims,1,claims,52,3.5,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-17754,2024-11-22 17:25:00,18956283227,2,Billing & Payments,4,billing,27,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-17755,2024-11-22 17:27:49,13165968063,0,Speak to Agent,5,general,0,1.5,Ask about discounts,follow_up_needed,"Claim filed, reference number provided",4.0,False
-17756,2024-11-22 18:02:27,12644154037,2,Billing & Payments,8,billing,53,4.5,Request proof of insurance,transferred,"Claim filed, reference number provided",5.0,False
-17757,2024-11-22 18:13:09,16097491361,0,Speak to Agent,5,general,29,2.8,Add driver to policy,resolved,Escalated to claims adjuster,5.0,True
-17758,2024-11-22 18:13:26,13959457478,0,Speak to Agent,5,general,225,8.9,Update address,follow_up_needed,Escalated to claims adjuster,2.0,False
-17759,2024-11-22 18:26:14,13850020455,0,Speak to Agent,5,general,246,5.9,Claim status inquiry,resolved,Escalated to claims adjuster,4.0,True
-17760,2024-11-22 18:40:56,14720844858,4,New Quote,6,general,27,8.1,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-17761,2024-11-22 18:43:49,13536567007,1,Claims,7,claims,138,8.0,Complaint about service,resolved,Payment processed successfully,3.0,True
-17762,2024-11-22 18:53:45,17341009947,3,Policy Changes,6,general,0,4.3,Add driver to policy,follow_up_needed,Resolved on first call,2.0,False
-17763,2024-11-22 18:55:18,19891379880,0,Speak to Agent,5,general,211,5.2,Add driver to policy,transferred,"Information provided, no action needed",5.0,False
-17764,2024-11-23 09:11:12,13259027539,1,Claims,7,claims,101,7.5,Report accident,transferred,Policy updated per customer request,2.0,False
-17765,2024-11-23 09:11:25,12173928730,4,New Quote,5,general,0,1.7,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-17766,2024-11-23 09:19:12,14272549797,3,Policy Changes,5,general,96,8.2,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-17767,2024-11-23 09:19:38,15760309244,4,New Quote,6,general,0,6.8,Remove vehicle from policy,follow_up_needed,Resolved on first call,3.0,False
-17768,2024-11-23 09:27:20,14986861167,4,New Quote,5,general,41,5.2,Complaint about service,follow_up_needed,Customer requested manager,2.0,False
-17769,2024-11-23 09:57:10,13167145758,0,Speak to Agent,6,general,72,5.6,Request payment plan,resolved,Escalated to claims adjuster,5.0,True
-17770,2024-11-23 10:02:58,19708973111,3,Policy Changes,5,general,91,1.8,Claim status inquiry,resolved,Resolved on first call,3.0,True
-17771,2024-11-23 10:03:02,12164363381,4,New Quote,6,general,1,8.1,Cancel policy,resolved,Escalated to claims adjuster,3.0,True
-17772,2024-11-23 10:17:56,17356322465,1,Claims,2,claims,141,10.0,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-17773,2024-11-23 10:41:18,18278271208,2,Billing & Payments,4,billing,62,5.1,Filing new auto claim,resolved,"Information provided, no action needed",4.0,True
-17774,2024-11-23 10:44:15,15281698696,3,Policy Changes,6,general,199,4.7,Report accident,transferred,Transferred to supervisor,4.0,False
-17775,2024-11-23 10:55:43,14678226945,4,New Quote,6,general,108,7.9,Report accident,resolved,Policy updated per customer request,3.0,True
-17776,2024-11-23 11:11:49,16531104554,2,Billing & Payments,3,billing,252,2.3,General coverage question,resolved,"Claim filed, reference number provided",3.0,True
-17777,2024-11-23 11:30:40,19610375910,0,Speak to Agent,6,general,93,8.1,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,4.0,True
-17778,2024-11-23 11:32:13,19872832715,0,Speak to Agent,6,general,22,12.0,Request proof of insurance,follow_up_needed,Customer requested manager,2.0,False
-17779,2024-11-23 11:32:30,12170217197,0,Speak to Agent,6,general,121,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-17780,2024-11-23 11:34:00,17598013891,2,Billing & Payments,4,billing,98,4.9,Filing new auto claim,resolved,Resolved on first call,5.0,True
-17781,2024-11-23 11:36:13,13792863894,4,New Quote,6,general,107,8.2,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-17782,2024-11-23 11:45:42,13928127027,0,Speak to Agent,6,general,0,7.6,Update address,resolved,Customer requested manager,2.0,True
-17783,2024-11-23 11:59:39,14499713750,4,New Quote,5,general,10,7.9,Cancel policy,transferred,Resolved on first call,3.0,False
-17784,2024-11-23 12:01:23,13631722759,4,New Quote,5,general,166,4.0,Update address,resolved,Resolved on first call,2.0,True
-17785,2024-11-23 12:06:52,14636256048,3,Policy Changes,5,general,110,4.3,Ask about discounts,follow_up_needed,Payment processed successfully,5.0,False
-17786,2024-11-23 12:11:10,19801315134,3,Policy Changes,6,general,48,8.3,Update payment method,resolved,Callback scheduled for tomorrow,5.0,True
-17787,2024-11-23 12:26:10,16457230908,0,Speak to Agent,6,general,236,8.5,Change coverage level,transferred,Resolved on first call,3.0,False
-17788,2024-11-23 12:30:17,19553062782,2,Billing & Payments,3,billing,248,1.6,Request ID cards,resolved,Payment processed successfully,3.0,True
-17789,2024-11-23 12:33:43,19147412354,4,New Quote,6,general,87,11.1,Add driver to policy,resolved,Callback scheduled for tomorrow,5.0,True
-17790,2024-11-23 12:35:15,19667340386,3,Policy Changes,6,general,149,6.9,Remove vehicle from policy,resolved,Resolved on first call,3.0,True
-17791,2024-11-23 12:47:18,19386725590,0,Speak to Agent,6,general,188,7.2,Report accident,resolved,Payment processed successfully,3.0,True
-17792,2024-11-25 07:16:31,13694369037,1,Claims,1,claims,146,7.1,Dispute claim denial,resolved,Resolved on first call,2.0,True
-17793,2024-11-25 07:23:04,18603079921,4,New Quote,5,general,168,8.8,Filing new auto claim,follow_up_needed,"Information provided, no action needed",5.0,False
-17794,2024-11-25 07:25:36,14038571122,1,Claims,7,claims,18,5.4,Cancel policy,resolved,Transferred to supervisor,5.0,True
-17795,2024-11-25 07:38:29,17154208833,1,Claims,1,claims,30,3.4,Report accident,resolved,Policy updated per customer request,3.0,True
-17796,2024-11-25 07:42:40,17306437457,1,Claims,1,claims,78,8.4,Claim status inquiry,resolved,Customer disconnected before resolution,3.0,True
-17797,2024-11-25 07:55:20,12400148697,1,Claims,7,claims,36,0.0,Change coverage level,abandoned,Customer abandoned,,False
-17798,2024-11-25 08:00:45,13562980894,1,Claims,2,claims,0,6.7,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-17799,2024-11-25 08:21:32,19153154863,1,Claims,1,claims,327,3.2,Add driver to policy,resolved,Callback scheduled for tomorrow,4.0,True
-17800,2024-11-25 08:21:57,12034696810,3,Policy Changes,5,general,175,4.1,Request ID cards,resolved,"Information provided, no action needed",2.0,True
-17801,2024-11-25 08:32:26,18967553641,2,Billing & Payments,3,billing,30,3.7,Change coverage level,follow_up_needed,Customer disconnected before resolution,1.0,False
-17802,2024-11-25 08:32:39,18828954733,0,Speak to Agent,6,general,88,8.4,General coverage question,follow_up_needed,Payment processed successfully,2.0,False
-17803,2024-11-25 08:36:11,16641033134,0,Speak to Agent,6,general,214,13.1,Claim status inquiry,resolved,Customer requested manager,2.0,True
-17804,2024-11-25 08:40:23,12320878553,0,Speak to Agent,6,general,0,0.0,Change coverage level,abandoned,Customer abandoned,,False
-17805,2024-11-25 08:45:25,15405078515,3,Policy Changes,5,general,198,5.3,Ask about discounts,follow_up_needed,"Information provided, no action needed",3.0,False
-17806,2024-11-25 09:00:20,16395614309,0,Speak to Agent,6,general,232,10.3,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-17807,2024-11-25 09:06:59,15797944678,0,Speak to Agent,5,general,114,4.9,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-17808,2024-11-25 09:10:49,12534606037,1,Claims,2,claims,141,7.6,Request proof of insurance,resolved,Customer disconnected before resolution,5.0,True
-17809,2024-11-25 09:11:06,19719111141,0,Speak to Agent,6,general,98,6.8,Add driver to policy,resolved,Policy updated per customer request,5.0,True
-17810,2024-11-25 09:13:41,14123478511,0,Speak to Agent,5,general,269,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-17811,2024-11-25 09:17:12,16641921733,1,Claims,1,claims,0,4.5,Ask about deductible,transferred,"Information provided, no action needed",3.0,False
-17812,2024-11-25 09:19:44,15201030629,4,New Quote,6,general,175,5.8,Change coverage level,follow_up_needed,Escalated to claims adjuster,3.0,False
-17813,2024-11-25 09:20:00,15359905743,1,Claims,7,claims,36,3.5,Update payment method,resolved,"Information provided, no action needed",5.0,True
-17814,2024-11-25 09:24:39,13337416927,4,New Quote,6,general,117,10.7,Report accident,resolved,Escalated to claims adjuster,5.0,True
-17815,2024-11-25 09:31:22,16356859147,1,Claims,2,claims,120,9.2,Cancel policy,transferred,Callback scheduled for tomorrow,2.0,False
-17816,2024-11-25 09:34:05,15756690131,3,Policy Changes,6,general,66,10.2,Ask about deductible,resolved,Customer requested manager,2.0,True
-17817,2024-11-25 09:44:11,15298052645,3,Policy Changes,6,general,122,7.9,Cancel policy,resolved,Payment processed successfully,5.0,True
-17818,2024-11-25 09:48:13,18378658871,3,Policy Changes,6,general,75,8.0,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-17819,2024-11-25 09:49:09,13043648748,2,Billing & Payments,8,billing,0,6.4,Cancel policy,resolved,Customer disconnected before resolution,5.0,True
-17820,2024-11-25 10:03:25,16838596464,2,Billing & Payments,4,billing,138,5.5,Cancel policy,resolved,"Claim filed, reference number provided",3.0,True
-17821,2024-11-25 10:03:41,15055001958,3,Policy Changes,5,general,5,8.4,Filing new auto claim,resolved,"Information provided, no action needed",5.0,True
-17822,2024-11-25 10:07:58,19096924948,2,Billing & Payments,4,billing,147,3.9,Report accident,follow_up_needed,Payment processed successfully,3.0,False
-17823,2024-11-25 10:10:25,12830999780,4,New Quote,6,general,84,9.7,Cancel policy,resolved,Customer requested manager,3.0,True
-17824,2024-11-25 10:12:40,19527540328,4,New Quote,6,general,44,6.7,Add driver to policy,resolved,"Information provided, no action needed",4.0,True
-17825,2024-11-25 10:14:48,18063097497,0,Speak to Agent,5,general,141,9.1,Payment not processed,resolved,Callback scheduled for tomorrow,5.0,True
-17826,2024-11-25 10:18:03,13574925155,3,Policy Changes,5,general,77,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-17827,2024-11-25 10:20:46,12569880575,2,Billing & Payments,8,billing,61,4.0,Add driver to policy,transferred,Customer requested manager,2.0,False
-17828,2024-11-25 10:35:59,19430467972,0,Speak to Agent,6,general,181,8.7,Ask about deductible,follow_up_needed,Resolved on first call,4.0,False
-17829,2024-11-25 10:51:16,15149496042,0,Speak to Agent,6,general,31,10.6,Payment not processed,resolved,Resolved on first call,3.0,True
-17830,2024-11-25 10:56:10,19194018510,0,Speak to Agent,5,general,240,7.2,Ask about discounts,transferred,Customer requested manager,5.0,False
-17831,2024-11-25 10:56:28,15761343766,4,New Quote,5,general,66,2.9,Update address,resolved,Transferred to supervisor,5.0,True
-17832,2024-11-25 10:56:56,19071554402,2,Billing & Payments,4,billing,115,9.3,Request ID cards,resolved,Payment processed successfully,3.0,True
-17833,2024-11-25 11:03:36,17027865817,0,Speak to Agent,5,general,278,6.5,Complaint about service,follow_up_needed,Transferred to supervisor,2.0,False
-17834,2024-11-25 11:04:46,15548274228,2,Billing & Payments,3,billing,77,7.1,Change coverage level,follow_up_needed,Payment processed successfully,4.0,False
-17835,2024-11-25 11:06:27,14984390685,3,Policy Changes,5,general,154,3.4,Remove vehicle from policy,resolved,Policy updated per customer request,5.0,True
-17836,2024-11-25 11:17:06,15263535608,2,Billing & Payments,4,billing,19,7.3,Update address,follow_up_needed,Customer requested manager,5.0,False
-17837,2024-11-25 11:31:14,14576976591,4,New Quote,5,general,281,5.9,General coverage question,resolved,Customer requested manager,4.0,True
-17838,2024-11-25 11:32:25,18707776462,4,New Quote,5,general,177,7.5,Dispute claim denial,resolved,Customer disconnected before resolution,5.0,True
-17839,2024-11-25 11:36:13,12421262010,0,Speak to Agent,6,general,199,8.2,Dispute claim denial,transferred,Customer disconnected before resolution,1.0,False
-17840,2024-11-25 11:38:49,17646721275,3,Policy Changes,5,general,178,3.8,General coverage question,resolved,Customer requested manager,4.0,True
-17841,2024-11-25 11:43:14,12279153552,1,Claims,1,claims,131,6.5,Complaint about service,transferred,Policy updated per customer request,1.0,False
-17842,2024-11-25 11:43:24,12037658583,0,Speak to Agent,6,general,69,0.0,Request payment plan,abandoned,Customer abandoned,,False
-17843,2024-11-25 11:56:36,15013830705,4,New Quote,6,general,0,8.7,Request payment plan,follow_up_needed,Customer disconnected before resolution,2.0,False
-17844,2024-11-25 11:57:18,12379564446,0,Speak to Agent,5,general,89,5.3,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-17845,2024-11-25 12:00:23,12180885832,3,Policy Changes,6,general,198,8.2,Add driver to policy,transferred,Policy updated per customer request,3.0,False
-17846,2024-11-25 12:10:23,15880944769,0,Speak to Agent,6,general,187,15.5,Payment not processed,resolved,"Information provided, no action needed",3.0,True
-17847,2024-11-25 12:16:12,13004234394,2,Billing & Payments,8,billing,329,0.5,Dispute claim denial,follow_up_needed,Escalated to claims adjuster,4.0,False
-17848,2024-11-25 12:26:12,14085783293,0,Speak to Agent,5,general,72,5.7,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-17849,2024-11-25 12:27:04,17895302700,4,New Quote,6,general,176,8.9,Change coverage level,resolved,Callback scheduled for tomorrow,5.0,True
-17850,2024-11-25 12:27:21,19949472405,3,Policy Changes,6,general,61,7.3,Request proof of insurance,follow_up_needed,Resolved on first call,1.0,False
-17851,2024-11-25 12:45:53,17842596755,4,New Quote,5,general,19,4.4,Dispute claim denial,resolved,Payment processed successfully,5.0,True
-17852,2024-11-25 13:01:29,12224682236,4,New Quote,6,general,231,8.0,Ask about discounts,resolved,Resolved on first call,3.0,True
-17853,2024-11-25 13:14:49,14537912167,0,Speak to Agent,6,general,0,10.4,Request proof of insurance,follow_up_needed,Transferred to supervisor,5.0,False
-17854,2024-11-25 13:27:24,17178362193,3,Policy Changes,5,general,45,0.5,Request proof of insurance,resolved,Resolved on first call,4.0,True
-17855,2024-11-25 13:41:14,19911708188,3,Policy Changes,5,general,72,8.1,Claim status inquiry,transferred,"Information provided, no action needed",4.0,False
-17856,2024-11-25 14:05:38,19930532023,2,Billing & Payments,3,billing,139,5.9,General coverage question,resolved,Resolved on first call,4.0,True
-17857,2024-11-25 14:08:43,18746009304,2,Billing & Payments,4,billing,0,4.5,Update payment method,resolved,Policy updated per customer request,4.0,True
-17858,2024-11-25 14:13:36,13309785582,1,Claims,7,claims,43,6.3,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-17859,2024-11-25 14:18:46,13852437905,2,Billing & Payments,8,billing,130,9.1,Cancel policy,resolved,Policy updated per customer request,3.0,True
-17860,2024-11-25 14:25:48,16166755043,3,Policy Changes,5,general,274,5.7,Add driver to policy,follow_up_needed,Escalated to claims adjuster,2.0,False
-17861,2024-11-25 14:32:37,15288414678,4,New Quote,6,general,160,9.4,General coverage question,resolved,Payment processed successfully,3.0,True
-17862,2024-11-25 14:42:27,19992849836,2,Billing & Payments,4,billing,173,4.1,General coverage question,follow_up_needed,Payment processed successfully,3.0,False
-17863,2024-11-25 14:45:20,13196897960,4,New Quote,5,general,227,6.4,Request payment plan,transferred,Escalated to claims adjuster,2.0,False
-17864,2024-11-25 14:46:45,13157396174,0,Speak to Agent,6,general,149,8.1,Claim status inquiry,follow_up_needed,Customer requested manager,5.0,False
-17865,2024-11-25 14:58:31,19032383582,4,New Quote,6,general,86,6.3,Request proof of insurance,transferred,Customer disconnected before resolution,4.0,False
-17866,2024-11-25 15:05:13,17825558928,1,Claims,7,claims,118,4.8,General coverage question,resolved,Policy updated per customer request,4.0,True
-17867,2024-11-25 15:10:11,16022361769,0,Speak to Agent,6,general,107,9.8,Request payment plan,resolved,Transferred to supervisor,3.0,True
-17868,2024-11-25 15:18:42,13674747544,0,Speak to Agent,6,general,0,4.4,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-17869,2024-11-25 15:24:53,14100838310,0,Speak to Agent,6,general,141,8.5,Complaint about service,resolved,"Claim filed, reference number provided",2.0,True
-17870,2024-11-25 15:27:16,14789533657,2,Billing & Payments,8,billing,131,3.1,Reinstate lapsed policy,resolved,Transferred to supervisor,3.0,True
-17871,2024-11-25 15:29:13,19852987578,2,Billing & Payments,8,billing,109,0.6,Filing new auto claim,follow_up_needed,Payment processed successfully,3.0,False
-17872,2024-11-25 15:34:26,19896681525,4,New Quote,6,general,107,7.7,Update payment method,resolved,Payment processed successfully,3.0,True
-17873,2024-11-25 15:38:36,13289140891,3,Policy Changes,5,general,178,5.2,Remove vehicle from policy,resolved,Policy updated per customer request,3.0,True
-17874,2024-11-25 15:40:03,12979970181,1,Claims,7,claims,0,11.2,Request proof of insurance,follow_up_needed,Payment processed successfully,3.0,False
-17875,2024-11-25 15:45:00,16511960443,0,Speak to Agent,5,general,87,9.5,Request proof of insurance,resolved,Payment processed successfully,5.0,True
-17876,2024-11-25 15:49:06,16776461469,1,Claims,2,claims,66,5.0,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-17877,2024-11-25 15:52:40,16772652189,1,Claims,2,claims,95,9.7,Filing new auto claim,follow_up_needed,Resolved on first call,3.0,False
-17878,2024-11-25 16:04:11,16661254884,4,New Quote,6,general,160,8.4,Payment not processed,resolved,Transferred to supervisor,4.0,True
-17879,2024-11-25 16:19:33,18045084832,0,Speak to Agent,6,general,291,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-17880,2024-11-25 16:22:42,12677637671,4,New Quote,6,general,234,7.2,Claim status inquiry,resolved,Escalated to claims adjuster,5.0,True
-17881,2024-11-25 16:25:09,18913024411,4,New Quote,6,general,99,6.8,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-17882,2024-11-25 16:27:52,17870027978,1,Claims,1,claims,299,3.3,Payment not processed,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-17883,2024-11-25 16:46:34,13166721853,0,Speak to Agent,6,general,108,2.9,Filing new auto claim,resolved,Customer disconnected before resolution,3.0,True
-17884,2024-11-25 16:49:50,18332591095,1,Claims,7,claims,234,7.7,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-17885,2024-11-25 16:54:20,15325065634,2,Billing & Payments,4,billing,178,6.9,Change coverage level,follow_up_needed,Escalated to claims adjuster,2.0,False
-17886,2024-11-25 16:56:48,16141989949,0,Speak to Agent,6,general,169,5.2,Change coverage level,resolved,Escalated to claims adjuster,3.0,True
-17887,2024-11-25 17:09:25,17519364887,0,Speak to Agent,6,general,147,8.4,Request proof of insurance,resolved,Customer requested manager,3.0,True
-17888,2024-11-25 17:12:11,16538533354,1,Claims,7,claims,128,7.8,Reinstate lapsed policy,resolved,Policy updated per customer request,5.0,True
-17889,2024-11-25 17:23:43,18561754520,0,Speak to Agent,5,general,0,9.8,Update payment method,resolved,Customer disconnected before resolution,3.0,True
-17890,2024-11-25 17:59:08,13799329042,4,New Quote,5,general,110,4.6,Remove vehicle from policy,resolved,Payment processed successfully,1.0,True
-17891,2024-11-25 18:19:34,19036897243,1,Claims,1,claims,156,5.6,Update address,resolved,Payment processed successfully,3.0,True
-17892,2024-11-25 18:20:23,12732606238,4,New Quote,6,general,96,9.9,Reinstate lapsed policy,resolved,"Information provided, no action needed",3.0,True
-17893,2024-11-25 18:33:58,14376063359,3,Policy Changes,6,general,180,8.4,Remove vehicle from policy,resolved,Transferred to supervisor,4.0,True
-17894,2024-11-25 18:37:06,16376075729,0,Speak to Agent,5,general,137,5.5,Payment not processed,follow_up_needed,Resolved on first call,3.0,False
-17895,2024-11-26 07:03:17,17104804796,1,Claims,1,claims,143,6.4,Request ID cards,follow_up_needed,"Information provided, no action needed",3.0,False
-17896,2024-11-26 07:26:34,13239859642,2,Billing & Payments,3,billing,288,2.9,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,3.0,True
-17897,2024-11-26 07:57:06,14095698227,1,Claims,7,claims,44,6.6,Payment not processed,resolved,Payment processed successfully,3.0,True
-17898,2024-11-26 08:54:12,19483517322,1,Claims,1,claims,2,6.5,Request payment plan,resolved,Payment processed successfully,5.0,True
-17899,2024-11-26 09:06:55,15307935147,4,New Quote,5,general,157,8.4,Request payment plan,follow_up_needed,Payment processed successfully,3.0,False
-17900,2024-11-26 09:10:19,19831720871,1,Claims,7,claims,194,4.5,Complaint about service,resolved,Customer requested manager,3.0,True
-17901,2024-11-26 09:30:04,17177976582,0,Speak to Agent,6,general,0,6.9,Payment not processed,transferred,"Information provided, no action needed",3.0,False
-17902,2024-11-26 09:31:28,14966168132,1,Claims,1,claims,0,7.3,Payment not processed,transferred,"Information provided, no action needed",4.0,False
-17903,2024-11-26 09:39:04,19750394457,2,Billing & Payments,8,billing,61,8.5,Add driver to policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-17904,2024-11-26 09:56:08,19602662742,2,Billing & Payments,8,billing,83,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-17905,2024-11-26 10:02:28,14197507080,4,New Quote,6,general,84,7.3,Inquire about premium increase,resolved,Callback scheduled for tomorrow,2.0,True
-17906,2024-11-26 10:09:42,15504408144,4,New Quote,5,general,190,7.4,Report accident,resolved,Customer requested manager,4.0,True
-17907,2024-11-26 10:10:53,16702609408,0,Speak to Agent,6,general,124,7.2,Ask about discounts,resolved,"Claim filed, reference number provided",3.0,True
-17908,2024-11-26 10:21:10,19052938553,1,Claims,2,claims,0,4.2,Change coverage level,resolved,"Claim filed, reference number provided",5.0,True
-17909,2024-11-26 10:28:43,15554630864,2,Billing & Payments,3,billing,103,1.6,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-17910,2024-11-26 10:32:27,17856855724,0,Speak to Agent,5,general,130,9.2,Update payment method,resolved,Customer disconnected before resolution,3.0,True
-17911,2024-11-26 10:37:41,14360920355,0,Speak to Agent,5,general,80,4.9,General coverage question,resolved,Resolved on first call,5.0,True
-17912,2024-11-26 10:40:28,13420108381,3,Policy Changes,5,general,129,7.1,Update address,resolved,Customer requested manager,3.0,True
-17913,2024-11-26 10:41:45,12372262476,4,New Quote,5,general,0,0.6,Reinstate lapsed policy,resolved,Transferred to supervisor,4.0,True
-17914,2024-11-26 11:01:39,14046297484,2,Billing & Payments,4,billing,122,9.8,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-17915,2024-11-26 11:26:32,14016904424,3,Policy Changes,5,general,110,0.0,Change coverage level,abandoned,Customer abandoned,,False
-17916,2024-11-26 11:28:03,17620409284,1,Claims,7,claims,192,8.6,Request proof of insurance,transferred,Resolved on first call,3.0,False
-17917,2024-11-26 11:33:27,12512170747,3,Policy Changes,6,general,0,11.9,Report accident,resolved,"Information provided, no action needed",3.0,True
-17918,2024-11-26 11:42:41,17169930311,0,Speak to Agent,6,general,78,8.9,Ask about deductible,transferred,"Claim filed, reference number provided",4.0,False
-17919,2024-11-26 11:48:53,16522250505,2,Billing & Payments,8,billing,0,3.4,Ask about deductible,follow_up_needed,Customer requested manager,3.0,False
-17920,2024-11-26 11:50:20,13619360567,3,Policy Changes,6,general,0,6.8,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-17921,2024-11-26 12:11:24,17379060383,0,Speak to Agent,5,general,177,9.9,Add driver to policy,resolved,Customer disconnected before resolution,3.0,True
-17922,2024-11-26 12:16:04,15682465379,3,Policy Changes,6,general,84,10.4,Dispute claim denial,resolved,Resolved on first call,3.0,True
-17923,2024-11-26 12:31:27,13959720631,4,New Quote,6,general,152,12.4,Report accident,resolved,Transferred to supervisor,5.0,True
-17924,2024-11-26 12:38:33,16536168995,4,New Quote,5,general,96,1.9,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-17925,2024-11-26 12:38:53,17659888464,3,Policy Changes,6,general,0,3.1,Ask about deductible,resolved,Customer disconnected before resolution,5.0,True
-17926,2024-11-26 12:49:55,19582799001,0,Speak to Agent,5,general,144,6.6,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-17927,2024-11-26 13:25:13,16315150528,2,Billing & Payments,8,billing,40,7.7,Update payment method,resolved,Customer disconnected before resolution,2.0,True
-17928,2024-11-26 13:54:44,14990562253,1,Claims,7,claims,131,5.9,Request payment plan,resolved,Transferred to supervisor,5.0,True
-17929,2024-11-26 14:00:10,13813737340,2,Billing & Payments,3,billing,53,3.8,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-17930,2024-11-26 14:13:41,18707793797,0,Speak to Agent,6,general,115,13.0,Filing new auto claim,resolved,Resolved on first call,5.0,True
-17931,2024-11-26 14:17:37,12364912563,4,New Quote,5,general,420,5.6,Dispute claim denial,resolved,Escalated to claims adjuster,5.0,True
-17932,2024-11-26 14:27:27,12119386574,3,Policy Changes,6,general,117,7.0,Request proof of insurance,resolved,"Claim filed, reference number provided",5.0,True
-17933,2024-11-26 14:28:41,14841860239,1,Claims,1,claims,152,5.4,Claim status inquiry,follow_up_needed,Transferred to supervisor,3.0,False
-17934,2024-11-26 14:42:34,19394471666,3,Policy Changes,6,general,0,2.2,Update address,resolved,Customer disconnected before resolution,3.0,True
-17935,2024-11-26 14:44:07,17045719177,0,Speak to Agent,6,general,0,10.9,Payment not processed,follow_up_needed,Payment processed successfully,2.0,False
-17936,2024-11-26 14:53:51,13345590796,0,Speak to Agent,5,general,114,0.0,Payment not processed,abandoned,Customer abandoned,,False
-17937,2024-11-26 15:19:31,16235993663,3,Policy Changes,6,general,221,9.4,Dispute claim denial,resolved,Customer requested manager,4.0,True
-17938,2024-11-26 15:20:11,12998800611,4,New Quote,6,general,54,5.6,Filing new auto claim,follow_up_needed,Customer disconnected before resolution,4.0,False
-17939,2024-11-26 15:33:15,16039784670,4,New Quote,5,general,228,6.9,Ask about discounts,follow_up_needed,Transferred to supervisor,4.0,False
-17940,2024-11-26 15:33:17,15635832519,4,New Quote,6,general,16,9.9,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-17941,2024-11-26 15:40:54,18432135519,4,New Quote,5,general,11,3.9,Dispute claim denial,resolved,Customer disconnected before resolution,5.0,True
-17942,2024-11-26 16:19:02,17598617548,1,Claims,2,claims,0,7.4,Request proof of insurance,follow_up_needed,Payment processed successfully,3.0,False
-17943,2024-11-26 16:20:52,14621069660,3,Policy Changes,6,general,115,6.3,Inquire about premium increase,transferred,Customer disconnected before resolution,5.0,False
-17944,2024-11-26 16:25:55,19681062561,4,New Quote,6,general,353,7.4,Add driver to policy,resolved,"Claim filed, reference number provided",5.0,True
-17945,2024-11-26 16:26:30,17398377117,2,Billing & Payments,4,billing,174,8.6,Dispute claim denial,resolved,Customer requested manager,4.0,True
-17946,2024-11-26 16:28:14,18122845749,0,Speak to Agent,6,general,243,5.1,Ask about discounts,transferred,Customer disconnected before resolution,2.0,False
-17947,2024-11-26 16:31:46,13322624108,0,Speak to Agent,5,general,215,4.7,General coverage question,resolved,Transferred to supervisor,3.0,True
-17948,2024-11-26 16:43:51,16814213837,0,Speak to Agent,5,general,101,6.9,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,3.0,True
-17949,2024-11-26 17:07:23,16849955738,3,Policy Changes,6,general,43,8.1,Change coverage level,resolved,Customer requested manager,3.0,True
-17950,2024-11-26 17:13:33,15517799479,3,Policy Changes,5,general,166,5.0,Change coverage level,resolved,Customer requested manager,4.0,True
-17951,2024-11-26 17:19:37,15120741344,2,Billing & Payments,8,billing,182,8.5,Filing new auto claim,resolved,Resolved on first call,3.0,True
-17952,2024-11-26 17:20:43,12465124153,4,New Quote,5,general,270,6.0,Ask about discounts,follow_up_needed,Escalated to claims adjuster,2.0,False
-17953,2024-11-26 17:48:06,14656544544,1,Claims,7,claims,175,7.8,Request proof of insurance,follow_up_needed,Payment processed successfully,5.0,False
-17954,2024-11-26 18:12:03,18217884418,0,Speak to Agent,6,general,202,8.1,Cancel policy,resolved,"Information provided, no action needed",3.0,True
-17955,2024-11-26 18:15:18,16115599909,4,New Quote,6,general,100,9.2,Reinstate lapsed policy,follow_up_needed,Resolved on first call,3.0,False
-17956,2024-11-26 18:23:56,18328098777,2,Billing & Payments,3,billing,133,2.3,Change coverage level,resolved,"Information provided, no action needed",5.0,True
-17957,2024-11-26 18:48:24,12399072673,2,Billing & Payments,8,billing,174,9.4,General coverage question,resolved,"Claim filed, reference number provided",5.0,True
-17958,2024-11-26 18:50:24,19882098282,2,Billing & Payments,4,billing,143,0.0,Update payment method,abandoned,Customer abandoned,,False
-17959,2024-11-27 07:07:21,17826325636,0,Speak to Agent,5,general,110,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-17960,2024-11-27 07:08:30,17949058012,1,Claims,7,claims,79,0.0,Request ID cards,abandoned,Customer abandoned,,False
-17961,2024-11-27 07:14:57,17010327667,2,Billing & Payments,3,billing,101,3.3,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-17962,2024-11-27 07:25:55,12988252891,3,Policy Changes,6,general,174,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-17963,2024-11-27 07:43:55,17817794773,1,Claims,7,claims,179,8.4,Reinstate lapsed policy,resolved,Customer requested manager,3.0,True
-17964,2024-11-27 07:44:12,13715390972,1,Claims,1,claims,116,9.0,Request ID cards,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-17965,2024-11-27 08:04:59,19715260163,3,Policy Changes,5,general,151,1.4,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-17966,2024-11-27 08:13:27,19849651751,2,Billing & Payments,3,billing,95,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-17967,2024-11-27 08:37:13,12577832613,3,Policy Changes,6,general,42,7.1,Update payment method,follow_up_needed,Customer requested manager,3.0,False
-17968,2024-11-27 08:44:14,15275650142,2,Billing & Payments,8,billing,148,4.5,Add driver to policy,resolved,Callback scheduled for tomorrow,3.0,True
-17969,2024-11-27 09:01:19,17068563353,2,Billing & Payments,8,billing,134,7.6,Payment not processed,resolved,Customer disconnected before resolution,4.0,True
-17970,2024-11-27 09:07:02,14562557483,1,Claims,1,claims,59,0.0,Update payment method,abandoned,Customer abandoned,,False
-17971,2024-11-27 09:34:28,12913159511,4,New Quote,6,general,112,9.2,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-17972,2024-11-27 09:36:08,19324837120,1,Claims,1,claims,219,7.8,Claim status inquiry,resolved,Resolved on first call,3.0,True
-17973,2024-11-27 09:40:06,12377374492,1,Claims,1,claims,249,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-17974,2024-11-27 09:40:38,17239142868,0,Speak to Agent,6,general,302,11.3,Claim status inquiry,follow_up_needed,"Claim filed, reference number provided",4.0,False
-17975,2024-11-27 09:42:36,12264725522,4,New Quote,5,general,84,7.8,Claim status inquiry,resolved,Resolved on first call,3.0,True
-17976,2024-11-27 09:46:33,12575913176,0,Speak to Agent,5,general,90,7.4,Complaint about service,resolved,Callback scheduled for tomorrow,5.0,True
-17977,2024-11-27 09:47:52,15031192847,2,Billing & Payments,8,billing,196,5.7,Request ID cards,transferred,Callback scheduled for tomorrow,4.0,False
-17978,2024-11-27 09:47:57,16854689128,1,Claims,7,claims,145,8.7,Cancel policy,follow_up_needed,Escalated to claims adjuster,2.0,False
-17979,2024-11-27 09:51:15,14468196949,3,Policy Changes,5,general,152,0.0,General coverage question,abandoned,Customer abandoned,,False
-17980,2024-11-27 09:58:50,19509084568,2,Billing & Payments,4,billing,125,2.8,Ask about deductible,transferred,Resolved on first call,3.0,False
-17981,2024-11-27 10:02:38,13619612861,0,Speak to Agent,5,general,76,3.7,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-17982,2024-11-27 10:04:47,19832780263,2,Billing & Payments,4,billing,45,6.4,Payment not processed,transferred,Resolved on first call,3.0,False
-17983,2024-11-27 10:09:44,19835729257,4,New Quote,5,general,344,4.5,Payment not processed,resolved,Customer requested manager,3.0,True
-17984,2024-11-27 10:17:43,13379918662,2,Billing & Payments,4,billing,46,4.6,Request ID cards,transferred,"Information provided, no action needed",2.0,False
-17985,2024-11-27 10:33:39,17467302878,0,Speak to Agent,6,general,202,5.1,Claim status inquiry,resolved,"Information provided, no action needed",3.0,True
-17986,2024-11-27 10:39:52,14205019548,2,Billing & Payments,8,billing,124,6.7,Cancel policy,resolved,Transferred to supervisor,5.0,True
-17987,2024-11-27 10:51:12,15549399220,2,Billing & Payments,8,billing,306,4.6,Cancel policy,transferred,"Claim filed, reference number provided",3.0,False
-17988,2024-11-27 10:52:09,13110395279,0,Speak to Agent,6,general,68,8.2,Complaint about service,follow_up_needed,"Information provided, no action needed",4.0,False
-17989,2024-11-27 10:56:18,16813226591,1,Claims,2,claims,158,4.0,Dispute claim denial,resolved,Customer requested manager,4.0,True
-17990,2024-11-27 10:57:05,12997686081,1,Claims,2,claims,290,5.7,Remove vehicle from policy,resolved,Transferred to supervisor,4.0,True
-17991,2024-11-27 11:05:57,16467376700,2,Billing & Payments,3,billing,96,5.6,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-17992,2024-11-27 11:06:16,12302477891,0,Speak to Agent,6,general,76,11.8,Request payment plan,resolved,Resolved on first call,4.0,True
-17993,2024-11-27 11:35:10,13798395240,0,Speak to Agent,5,general,49,4.8,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-17994,2024-11-27 11:40:22,17345487376,3,Policy Changes,5,general,151,8.9,General coverage question,resolved,Customer requested manager,3.0,True
-17995,2024-11-27 11:41:24,18658629871,4,New Quote,6,general,35,12.2,Complaint about service,transferred,Customer requested manager,2.0,False
-17996,2024-11-27 11:52:10,19235814558,1,Claims,2,claims,211,7.2,Ask about discounts,follow_up_needed,"Claim filed, reference number provided",3.0,False
-17997,2024-11-27 11:53:58,16125726643,4,New Quote,6,general,89,8.9,Change coverage level,resolved,Resolved on first call,4.0,True
-17998,2024-11-27 11:55:28,16319418076,3,Policy Changes,6,general,142,7.5,Remove vehicle from policy,resolved,Resolved on first call,3.0,True
-17999,2024-11-27 12:03:58,19923537430,4,New Quote,5,general,54,2.1,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-18000,2024-11-27 12:10:54,14613627614,3,Policy Changes,5,general,318,3.1,Cancel policy,resolved,Payment processed successfully,3.0,True
-18001,2024-11-27 12:32:18,15031790552,4,New Quote,6,general,123,7.4,Complaint about service,follow_up_needed,"Information provided, no action needed",3.0,False
-18002,2024-11-27 12:32:22,14038778367,0,Speak to Agent,5,general,83,8.0,Update payment method,resolved,Customer requested manager,3.0,True
-18003,2024-11-27 12:41:15,12330470919,0,Speak to Agent,5,general,171,3.2,Filing new auto claim,resolved,Policy updated per customer request,5.0,True
-18004,2024-11-27 12:58:51,12717934201,2,Billing & Payments,4,billing,208,5.1,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,4.0,False
-18005,2024-11-27 13:20:35,16445430921,0,Speak to Agent,6,general,141,4.2,Change coverage level,follow_up_needed,Resolved on first call,2.0,False
-18006,2024-11-27 13:37:16,17119917526,1,Claims,2,claims,213,3.3,Filing new auto claim,resolved,"Information provided, no action needed",3.0,True
-18007,2024-11-27 13:47:22,16078710269,2,Billing & Payments,4,billing,58,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-18008,2024-11-27 13:50:58,15639018617,1,Claims,2,claims,16,7.7,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-18009,2024-11-27 14:15:43,17576618922,3,Policy Changes,6,general,179,5.7,Update address,follow_up_needed,Escalated to claims adjuster,3.0,False
-18010,2024-11-27 14:51:03,16981533326,4,New Quote,5,general,17,0.0,Request payment plan,abandoned,Customer abandoned,,False
-18011,2024-11-27 14:56:45,14030940776,4,New Quote,5,general,213,0.0,Change coverage level,abandoned,Customer abandoned,,False
-18012,2024-11-27 14:59:06,19700149241,4,New Quote,6,general,97,8.4,Ask about deductible,resolved,Callback scheduled for tomorrow,3.0,True
-18013,2024-11-27 15:08:43,17752699572,0,Speak to Agent,6,general,0,8.5,Update payment method,resolved,Payment processed successfully,4.0,True
-18014,2024-11-27 15:11:51,19587255692,1,Claims,7,claims,109,1.1,Filing new auto claim,resolved,Resolved on first call,4.0,True
-18015,2024-11-27 15:17:56,12875957410,1,Claims,7,claims,0,9.2,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-18016,2024-11-27 15:23:10,14719717789,3,Policy Changes,6,general,71,9.3,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-18017,2024-11-27 15:25:35,16858921045,1,Claims,1,claims,154,9.0,Cancel policy,follow_up_needed,Resolved on first call,3.0,False
-18018,2024-11-27 15:55:55,19597961140,1,Claims,2,claims,234,8.9,Ask about discounts,transferred,Customer disconnected before resolution,4.0,False
-18019,2024-11-27 15:59:15,12028549789,3,Policy Changes,6,general,137,8.5,General coverage question,follow_up_needed,Policy updated per customer request,2.0,False
-18020,2024-11-27 16:14:26,14784251386,1,Claims,7,claims,64,7.0,Ask about deductible,resolved,Payment processed successfully,3.0,True
-18021,2024-11-27 16:14:53,16685686284,2,Billing & Payments,4,billing,0,8.0,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-18022,2024-11-27 16:36:34,18693800491,3,Policy Changes,5,general,58,5.4,Ask about discounts,resolved,Policy updated per customer request,4.0,True
-18023,2024-11-27 16:48:06,14830849106,3,Policy Changes,6,general,132,7.3,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-18024,2024-11-27 16:53:17,17135313967,1,Claims,2,claims,0,4.8,Request proof of insurance,resolved,Transferred to supervisor,5.0,True
-18025,2024-11-27 16:56:18,18215758402,2,Billing & Payments,4,billing,63,4.7,Ask about discounts,follow_up_needed,Payment processed successfully,4.0,False
-18026,2024-11-27 17:07:59,12036883678,0,Speak to Agent,5,general,92,0.0,Update address,abandoned,Customer abandoned,,False
-18027,2024-11-27 17:26:11,13385646883,2,Billing & Payments,4,billing,174,6.2,Ask about discounts,resolved,"Claim filed, reference number provided",2.0,True
-18028,2024-11-27 17:29:49,17031276950,0,Speak to Agent,6,general,112,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-18029,2024-11-27 17:34:59,19724751562,2,Billing & Payments,4,billing,111,5.2,Remove vehicle from policy,follow_up_needed,Transferred to supervisor,1.0,False
-18030,2024-11-27 17:50:53,17777352042,4,New Quote,5,general,12,6.9,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-18031,2024-11-27 18:06:22,14976907498,0,Speak to Agent,6,general,113,5.5,Cancel policy,resolved,Payment processed successfully,2.0,True
-18032,2024-11-27 18:07:29,19318288931,1,Claims,7,claims,0,6.8,Request proof of insurance,follow_up_needed,"Information provided, no action needed",3.0,False
-18033,2024-11-27 18:12:00,19634708850,3,Policy Changes,5,general,135,6.0,Remove vehicle from policy,transferred,"Information provided, no action needed",3.0,False
-18034,2024-11-27 18:24:54,18667211504,4,New Quote,5,general,207,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-18035,2024-11-27 18:26:51,12464116294,2,Billing & Payments,4,billing,99,4.2,Dispute claim denial,follow_up_needed,Customer requested manager,3.0,False
-18036,2024-11-27 18:27:01,15215302417,0,Speak to Agent,5,general,120,2.1,Update payment method,resolved,Policy updated per customer request,5.0,True
-18037,2024-11-27 18:27:09,15041436820,2,Billing & Payments,3,billing,180,0.0,Update address,abandoned,Customer abandoned,,False
-18038,2024-11-27 18:38:45,13006631202,0,Speak to Agent,5,general,204,5.3,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,4.0,True
-18039,2024-11-27 18:46:47,16708192338,1,Claims,2,claims,111,12.6,Update payment method,resolved,Customer disconnected before resolution,3.0,True
-18040,2024-11-27 18:48:17,17113401501,0,Speak to Agent,5,general,234,9.2,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,1.0,False
-18041,2024-11-27 18:55:59,19034053087,2,Billing & Payments,4,billing,278,3.7,Remove vehicle from policy,resolved,"Claim filed, reference number provided",2.0,True
-18042,2024-11-27 18:58:20,16857761186,0,Speak to Agent,5,general,115,4.0,Reinstate lapsed policy,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-18043,2024-11-27 18:59:08,16805396104,0,Speak to Agent,6,general,0,9.7,Request payment plan,resolved,Callback scheduled for tomorrow,3.0,True
-18044,2024-11-27 18:59:34,15571322925,1,Claims,7,claims,70,2.5,Ask about discounts,resolved,Policy updated per customer request,1.0,True
-18045,2024-11-28 07:12:22,12978850671,4,New Quote,5,general,121,7.7,Request ID cards,follow_up_needed,Customer requested manager,2.0,False
-18046,2024-11-28 07:25:19,12581659643,1,Claims,2,claims,299,7.4,Reinstate lapsed policy,resolved,Transferred to supervisor,5.0,True
-18047,2024-11-28 07:35:38,17193467418,3,Policy Changes,5,general,48,5.6,Request payment plan,transferred,"Information provided, no action needed",5.0,False
-18048,2024-11-28 07:52:30,15302648529,4,New Quote,5,general,211,0.5,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-18049,2024-11-28 07:53:06,19047986560,4,New Quote,5,general,328,6.4,Remove vehicle from policy,follow_up_needed,Customer requested manager,2.0,False
-18050,2024-11-28 07:57:53,19839695644,1,Claims,2,claims,0,4.7,Claim status inquiry,follow_up_needed,Customer requested manager,4.0,False
-18051,2024-11-28 08:13:33,12847439465,2,Billing & Payments,4,billing,7,3.2,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-18052,2024-11-28 08:21:54,16548157001,4,New Quote,5,general,194,3.9,Remove vehicle from policy,resolved,Resolved on first call,4.0,True
-18053,2024-11-28 09:33:41,12332244224,1,Claims,2,claims,162,11.3,Remove vehicle from policy,resolved,Customer requested manager,2.0,True
-18054,2024-11-28 09:41:33,12409795560,4,New Quote,5,general,96,2.6,Update address,resolved,Payment processed successfully,5.0,True
-18055,2024-11-28 09:43:44,16882148601,1,Claims,2,claims,252,9.9,Inquire about premium increase,resolved,Escalated to claims adjuster,3.0,True
-18056,2024-11-28 09:44:28,16355730651,4,New Quote,5,general,102,7.4,Change coverage level,follow_up_needed,"Information provided, no action needed",2.0,False
-18057,2024-11-28 10:00:46,13735906685,3,Policy Changes,6,general,214,7.3,Request proof of insurance,follow_up_needed,"Claim filed, reference number provided",3.0,False
-18058,2024-11-28 10:04:22,18029716250,0,Speak to Agent,6,general,90,1.7,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-18059,2024-11-28 10:13:08,12228581100,3,Policy Changes,6,general,128,8.5,Filing new auto claim,resolved,Transferred to supervisor,3.0,True
-18060,2024-11-28 10:24:35,12348133754,1,Claims,7,claims,141,5.0,Remove vehicle from policy,transferred,Transferred to supervisor,3.0,False
-18061,2024-11-28 10:34:15,15919856692,1,Claims,7,claims,100,9.7,Report accident,follow_up_needed,Escalated to claims adjuster,4.0,False
-18062,2024-11-28 10:36:28,13697880097,3,Policy Changes,6,general,181,8.5,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-18063,2024-11-28 10:37:29,17792327609,1,Claims,1,claims,243,2.7,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,3.0,True
-18064,2024-11-28 10:47:18,18306944108,4,New Quote,5,general,233,5.8,Dispute claim denial,resolved,Transferred to supervisor,5.0,True
-18065,2024-11-28 11:01:12,17272144568,3,Policy Changes,6,general,76,10.0,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-18066,2024-11-28 11:03:40,15433781966,3,Policy Changes,5,general,178,4.0,Payment not processed,resolved,Resolved on first call,4.0,True
-18067,2024-11-28 11:03:53,17404279539,4,New Quote,5,general,263,0.5,Request payment plan,resolved,"Information provided, no action needed",5.0,True
-18068,2024-11-28 11:11:45,18592909810,0,Speak to Agent,5,general,100,3.4,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-18069,2024-11-28 11:19:12,12445126962,2,Billing & Payments,8,billing,183,8.1,Ask about discounts,follow_up_needed,Customer requested manager,3.0,False
-18070,2024-11-28 11:37:13,15576347197,2,Billing & Payments,4,billing,229,9.8,Filing new auto claim,resolved,Customer disconnected before resolution,5.0,True
-18071,2024-11-28 11:50:55,13083996475,3,Policy Changes,6,general,125,7.0,Request ID cards,transferred,Policy updated per customer request,3.0,False
-18072,2024-11-28 11:56:12,18141942967,4,New Quote,6,general,106,8.2,Inquire about premium increase,resolved,Policy updated per customer request,2.0,True
-18073,2024-11-28 11:57:54,19582280937,2,Billing & Payments,8,billing,146,14.4,Remove vehicle from policy,resolved,Transferred to supervisor,4.0,True
-18074,2024-11-28 12:37:30,16706963341,4,New Quote,5,general,115,4.8,Inquire about premium increase,resolved,Callback scheduled for tomorrow,4.0,True
-18075,2024-11-28 12:40:11,13223573185,3,Policy Changes,6,general,143,6.2,Ask about deductible,resolved,Callback scheduled for tomorrow,4.0,True
-18076,2024-11-28 12:50:47,15196862388,0,Speak to Agent,5,general,23,9.0,Complaint about service,transferred,"Claim filed, reference number provided",3.0,False
-18077,2024-11-28 13:46:46,18737145689,1,Claims,1,claims,0,2.2,Claim status inquiry,resolved,Customer requested manager,4.0,True
-18078,2024-11-28 13:50:40,12691418354,3,Policy Changes,5,general,170,12.7,Request proof of insurance,resolved,Resolved on first call,5.0,True
-18079,2024-11-28 14:02:37,15202797186,0,Speak to Agent,6,general,80,10.1,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-18080,2024-11-28 14:03:30,14859250034,0,Speak to Agent,5,general,175,4.9,Update address,resolved,Resolved on first call,4.0,True
-18081,2024-11-28 14:04:28,17367071455,0,Speak to Agent,6,general,39,4.7,Dispute claim denial,follow_up_needed,Customer requested manager,3.0,False
-18082,2024-11-28 14:34:05,19246637114,3,Policy Changes,6,general,169,10.2,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-18083,2024-11-28 14:37:55,17275264443,1,Claims,1,claims,98,7.4,Change coverage level,follow_up_needed,Policy updated per customer request,3.0,False
-18084,2024-11-28 14:55:25,17269772083,3,Policy Changes,5,general,12,3.4,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-18085,2024-11-28 15:09:36,19731473757,2,Billing & Payments,3,billing,84,10.4,General coverage question,follow_up_needed,Payment processed successfully,4.0,False
-18086,2024-11-28 15:10:30,19353354295,4,New Quote,5,general,158,4.4,Report accident,follow_up_needed,Resolved on first call,4.0,False
-18087,2024-11-28 15:33:30,14394746351,3,Policy Changes,5,general,154,0.0,Request ID cards,abandoned,Customer abandoned,,False
-18088,2024-11-28 15:44:12,12493522196,4,New Quote,6,general,88,0.0,General coverage question,abandoned,Customer abandoned,,False
-18089,2024-11-28 15:49:19,16578295184,0,Speak to Agent,5,general,67,5.1,Complaint about service,follow_up_needed,Policy updated per customer request,2.0,False
-18090,2024-11-28 15:56:17,14833787943,4,New Quote,6,general,130,12.4,Request proof of insurance,resolved,Customer disconnected before resolution,3.0,True
-18091,2024-11-28 15:59:53,15073247570,0,Speak to Agent,5,general,143,8.9,Cancel policy,resolved,Callback scheduled for tomorrow,4.0,True
-18092,2024-11-28 16:08:58,15214648106,1,Claims,2,claims,279,7.3,Dispute claim denial,resolved,Policy updated per customer request,3.0,True
-18093,2024-11-28 16:14:12,17278897076,2,Billing & Payments,3,billing,45,2.2,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-18094,2024-11-28 16:45:37,15447462142,0,Speak to Agent,5,general,223,7.7,Filing new auto claim,transferred,Payment processed successfully,4.0,False
-18095,2024-11-28 17:05:21,17204601631,1,Claims,7,claims,47,3.2,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-18096,2024-11-28 17:33:38,16418811147,1,Claims,1,claims,93,8.1,Add driver to policy,resolved,Escalated to claims adjuster,2.0,True
-18097,2024-11-28 18:05:03,12498173440,3,Policy Changes,6,general,51,8.6,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-18098,2024-11-28 18:30:41,16950817631,3,Policy Changes,5,general,0,1.7,Add driver to policy,resolved,Customer requested manager,4.0,True
-18099,2024-11-28 18:58:11,16205526214,4,New Quote,5,general,194,1.6,Ask about discounts,transferred,Policy updated per customer request,2.0,False
-18100,2024-11-29 08:00:38,14353601318,0,Speak to Agent,6,general,0,7.3,Payment not processed,follow_up_needed,"Claim filed, reference number provided",5.0,False
-18101,2024-11-29 08:03:10,15535894365,0,Speak to Agent,6,general,38,6.0,Dispute claim denial,transferred,Callback scheduled for tomorrow,3.0,False
-18102,2024-11-29 08:06:15,14636920744,3,Policy Changes,5,general,142,6.2,Update payment method,follow_up_needed,Transferred to supervisor,2.0,False
-18103,2024-11-29 08:26:26,13866639918,3,Policy Changes,5,general,53,4.5,Change coverage level,follow_up_needed,"Information provided, no action needed",4.0,False
-18104,2024-11-29 08:27:56,19635573467,0,Speak to Agent,6,general,25,8.1,Ask about discounts,follow_up_needed,"Information provided, no action needed",3.0,False
-18105,2024-11-29 08:32:08,16808001152,0,Speak to Agent,5,general,314,5.5,Payment not processed,follow_up_needed,"Information provided, no action needed",4.0,False
-18106,2024-11-29 08:59:06,13210407780,3,Policy Changes,5,general,189,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-18107,2024-11-29 08:59:10,14627550787,2,Billing & Payments,4,billing,312,2.7,General coverage question,resolved,Resolved on first call,3.0,True
-18108,2024-11-29 08:59:28,14762617866,4,New Quote,6,general,270,13.4,Report accident,follow_up_needed,Customer disconnected before resolution,3.0,False
-18109,2024-11-29 09:11:22,17144637420,2,Billing & Payments,3,billing,0,4.2,Inquire about premium increase,resolved,Customer disconnected before resolution,3.0,True
-18110,2024-11-29 09:34:23,14916129591,4,New Quote,5,general,186,4.2,Change coverage level,resolved,Transferred to supervisor,3.0,True
-18111,2024-11-29 09:47:06,19914307652,2,Billing & Payments,4,billing,0,6.3,Reinstate lapsed policy,resolved,Customer disconnected before resolution,3.0,True
-18112,2024-11-29 09:53:36,13267838801,4,New Quote,6,general,21,4.5,Filing new auto claim,resolved,Resolved on first call,3.0,True
-18113,2024-11-29 09:53:51,12127505652,2,Billing & Payments,8,billing,37,3.3,Ask about deductible,resolved,Resolved on first call,3.0,True
-18114,2024-11-29 10:09:20,17072484518,0,Speak to Agent,6,general,91,12.1,Report accident,resolved,Callback scheduled for tomorrow,5.0,True
-18115,2024-11-29 10:10:22,15871640064,4,New Quote,6,general,171,14.8,Complaint about service,follow_up_needed,Transferred to supervisor,3.0,False
-18116,2024-11-29 10:11:31,17494714059,0,Speak to Agent,6,general,63,5.8,Cancel policy,resolved,Policy updated per customer request,3.0,True
-18117,2024-11-29 10:13:22,17924773707,1,Claims,7,claims,173,10.1,Inquire about premium increase,resolved,Callback scheduled for tomorrow,5.0,True
-18118,2024-11-29 10:23:25,13305026342,2,Billing & Payments,3,billing,62,2.9,Ask about discounts,transferred,Transferred to supervisor,4.0,False
-18119,2024-11-29 10:25:09,19812827882,0,Speak to Agent,6,general,90,4.2,Cancel policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-18120,2024-11-29 10:27:52,18237632144,4,New Quote,6,general,129,8.2,Inquire about premium increase,follow_up_needed,Customer requested manager,1.0,False
-18121,2024-11-29 10:39:32,13891838217,3,Policy Changes,6,general,63,10.3,Add driver to policy,resolved,Callback scheduled for tomorrow,3.0,True
-18122,2024-11-29 10:54:11,18473516094,0,Speak to Agent,5,general,39,4.8,Ask about deductible,follow_up_needed,Policy updated per customer request,4.0,False
-18123,2024-11-29 10:55:30,12312596560,3,Policy Changes,5,general,176,6.4,Claim status inquiry,resolved,Customer disconnected before resolution,4.0,True
-18124,2024-11-29 10:58:51,15545380916,4,New Quote,5,general,44,3.6,General coverage question,resolved,Customer requested manager,4.0,True
-18125,2024-11-29 11:08:21,19158898024,0,Speak to Agent,5,general,161,0.5,General coverage question,follow_up_needed,Escalated to claims adjuster,5.0,False
-18126,2024-11-29 11:15:01,13422356645,0,Speak to Agent,6,general,210,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-18127,2024-11-29 11:16:59,14750567843,1,Claims,1,claims,113,3.2,Add driver to policy,resolved,Callback scheduled for tomorrow,4.0,True
-18128,2024-11-29 11:25:30,17070886718,2,Billing & Payments,3,billing,253,7.8,Change coverage level,resolved,Customer requested manager,4.0,True
-18129,2024-11-29 11:25:32,19188468622,2,Billing & Payments,8,billing,162,1.8,Payment not processed,resolved,Payment processed successfully,2.0,True
-18130,2024-11-29 11:33:40,14899935030,0,Speak to Agent,5,general,187,6.3,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-18131,2024-11-29 11:34:53,17063368172,2,Billing & Payments,3,billing,143,9.6,Change coverage level,resolved,Policy updated per customer request,3.0,True
-18132,2024-11-29 11:37:10,15921712482,3,Policy Changes,6,general,157,2.5,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-18133,2024-11-29 11:39:00,15507372550,3,Policy Changes,5,general,197,6.0,Filing new auto claim,resolved,"Claim filed, reference number provided",4.0,True
-18134,2024-11-29 11:52:25,16260099311,1,Claims,1,claims,91,0.5,Request payment plan,resolved,Customer requested manager,4.0,True
-18135,2024-11-29 12:02:03,16531703129,4,New Quote,6,general,6,7.2,Report accident,resolved,Payment processed successfully,5.0,True
-18136,2024-11-29 12:32:23,19610874773,0,Speak to Agent,5,general,10,6.8,General coverage question,resolved,Resolved on first call,5.0,True
-18137,2024-11-29 12:38:54,19363200296,3,Policy Changes,6,general,160,6.3,Dispute claim denial,follow_up_needed,Customer requested manager,2.0,False
-18138,2024-11-29 12:49:02,19641219126,4,New Quote,5,general,0,9.2,Ask about discounts,resolved,Policy updated per customer request,3.0,True
-18139,2024-11-29 13:03:09,18229690316,0,Speak to Agent,5,general,0,5.0,Update address,resolved,Resolved on first call,5.0,True
-18140,2024-11-29 13:05:38,13686532637,3,Policy Changes,5,general,65,4.6,Ask about discounts,resolved,Payment processed successfully,3.0,True
-18141,2024-11-29 13:26:21,19053816046,4,New Quote,5,general,151,7.2,Remove vehicle from policy,transferred,"Information provided, no action needed",2.0,False
-18142,2024-11-29 14:10:06,12022327123,4,New Quote,5,general,139,4.5,Complaint about service,resolved,Escalated to claims adjuster,4.0,True
-18143,2024-11-29 14:19:08,15341298955,2,Billing & Payments,4,billing,0,8.2,Update address,resolved,Policy updated per customer request,4.0,True
-18144,2024-11-29 14:25:43,12063402954,0,Speak to Agent,5,general,159,0.0,Payment not processed,abandoned,Customer abandoned,,False
-18145,2024-11-29 15:04:41,14724089865,1,Claims,7,claims,97,7.4,Add driver to policy,resolved,Policy updated per customer request,3.0,True
-18146,2024-11-29 15:10:33,12493943846,0,Speak to Agent,6,general,0,8.8,Ask about discounts,resolved,Customer requested manager,4.0,True
-18147,2024-11-29 15:11:39,14645742822,2,Billing & Payments,4,billing,110,4.9,Report accident,resolved,Transferred to supervisor,5.0,True
-18148,2024-11-29 15:20:41,15098502757,2,Billing & Payments,8,billing,0,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-18149,2024-11-29 15:31:44,13728040490,4,New Quote,6,general,244,13.1,Inquire about premium increase,resolved,Resolved on first call,3.0,True
-18150,2024-11-29 15:41:08,13972667400,1,Claims,2,claims,93,8.8,Request payment plan,follow_up_needed,Payment processed successfully,5.0,False
-18151,2024-11-29 16:27:26,15812443387,4,New Quote,6,general,160,9.2,Cancel policy,resolved,Policy updated per customer request,5.0,True
-18152,2024-11-29 16:40:52,14493271954,3,Policy Changes,5,general,208,5.0,Report accident,resolved,Escalated to claims adjuster,3.0,True
-18153,2024-11-29 16:44:56,13185603933,1,Claims,7,claims,281,3.9,Report accident,resolved,Transferred to supervisor,5.0,True
-18154,2024-11-29 16:56:17,14528798046,3,Policy Changes,6,general,46,6.1,Ask about discounts,transferred,"Claim filed, reference number provided",2.0,False
-18155,2024-11-29 16:58:26,17700885436,1,Claims,2,claims,61,8.1,General coverage question,resolved,Payment processed successfully,5.0,True
-18156,2024-11-29 16:59:10,15489728748,4,New Quote,5,general,0,8.5,Request proof of insurance,transferred,Callback scheduled for tomorrow,4.0,False
-18157,2024-11-29 17:17:24,12531065002,3,Policy Changes,6,general,105,0.0,Complaint about service,abandoned,Customer abandoned,,False
-18158,2024-11-29 17:21:42,14957582136,0,Speak to Agent,5,general,113,3.7,Report accident,resolved,Escalated to claims adjuster,5.0,True
-18159,2024-11-29 17:32:55,18917873868,4,New Quote,5,general,119,6.3,Ask about discounts,resolved,Customer requested manager,4.0,True
-18160,2024-11-29 17:34:02,19178269339,3,Policy Changes,5,general,252,0.0,Report accident,abandoned,Customer abandoned,,False
-18161,2024-11-29 17:44:57,14085549406,1,Claims,7,claims,51,3.9,Update address,resolved,Policy updated per customer request,4.0,True
-18162,2024-11-29 18:03:43,17917287625,0,Speak to Agent,6,general,42,7.7,Dispute claim denial,follow_up_needed,"Information provided, no action needed",3.0,False
-18163,2024-11-29 18:13:02,12004982724,4,New Quote,6,general,10,7.4,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-18164,2024-11-29 18:15:21,19187682012,3,Policy Changes,6,general,119,4.6,Remove vehicle from policy,resolved,Customer disconnected before resolution,5.0,True
-18165,2024-11-29 18:27:18,14899340083,4,New Quote,6,general,100,8.3,Ask about deductible,transferred,Customer disconnected before resolution,4.0,False
-18166,2024-11-29 18:28:03,19522103938,4,New Quote,5,general,106,6.8,Update address,follow_up_needed,Customer disconnected before resolution,2.0,False
-18167,2024-11-29 18:34:57,13860418099,3,Policy Changes,5,general,91,7.1,Request proof of insurance,transferred,Customer requested manager,3.0,False
-18168,2024-11-29 18:38:12,18832052951,0,Speak to Agent,6,general,161,3.1,Request ID cards,resolved,Resolved on first call,4.0,True
-18169,2024-11-29 18:46:29,12250461463,3,Policy Changes,6,general,197,9.4,Ask about discounts,resolved,"Claim filed, reference number provided",4.0,True
-18170,2024-11-29 18:48:11,14740755711,4,New Quote,6,general,122,9.8,Cancel policy,follow_up_needed,Payment processed successfully,1.0,False
-18171,2024-11-30 09:14:26,15961629574,1,Claims,1,claims,181,7.6,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-18172,2024-11-30 09:18:18,17108233763,1,Claims,1,claims,119,4.4,Payment not processed,resolved,Payment processed successfully,5.0,True
-18173,2024-11-30 09:27:18,13325486503,0,Speak to Agent,6,general,122,0.0,Report accident,abandoned,Customer abandoned,,False
-18174,2024-11-30 09:28:02,12030869276,4,New Quote,6,general,204,7.1,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-18175,2024-11-30 09:39:55,14157716581,3,Policy Changes,5,general,151,6.3,Cancel policy,resolved,Resolved on first call,4.0,True
-18176,2024-11-30 09:46:51,16167749265,4,New Quote,6,general,200,0.5,Add driver to policy,follow_up_needed,Policy updated per customer request,4.0,False
-18177,2024-11-30 09:55:51,14956641723,1,Claims,1,claims,148,4.0,Inquire about premium increase,resolved,Callback scheduled for tomorrow,2.0,True
-18178,2024-11-30 09:57:45,12391641864,1,Claims,7,claims,251,2.4,Report accident,resolved,Escalated to claims adjuster,3.0,True
-18179,2024-11-30 09:58:07,18129566666,4,New Quote,6,general,75,6.4,Cancel policy,resolved,"Information provided, no action needed",4.0,True
-18180,2024-11-30 09:58:09,14291790154,2,Billing & Payments,3,billing,44,4.9,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-18181,2024-11-30 10:18:07,14676686071,0,Speak to Agent,6,general,0,6.5,Request proof of insurance,resolved,"Claim filed, reference number provided",5.0,True
-18182,2024-11-30 10:25:45,15398678972,4,New Quote,5,general,110,1.5,Inquire about premium increase,resolved,Escalated to claims adjuster,2.0,True
-18183,2024-11-30 10:29:44,14728863975,0,Speak to Agent,6,general,86,5.4,Claim status inquiry,resolved,Customer requested manager,3.0,True
-18184,2024-11-30 10:36:58,15550558378,4,New Quote,6,general,144,3.9,Complaint about service,resolved,Customer requested manager,5.0,True
-18185,2024-11-30 10:39:17,19700078644,1,Claims,2,claims,216,11.0,Filing new auto claim,follow_up_needed,Customer disconnected before resolution,3.0,False
-18186,2024-11-30 10:39:27,14039207230,0,Speak to Agent,5,general,280,0.0,Request payment plan,abandoned,Customer abandoned,,False
-18187,2024-11-30 10:41:28,17448981344,1,Claims,7,claims,228,6.5,Claim status inquiry,transferred,Policy updated per customer request,2.0,False
-18188,2024-11-30 10:42:48,17187762698,4,New Quote,5,general,108,10.2,Update address,resolved,Transferred to supervisor,3.0,True
-18189,2024-11-30 10:57:07,18681251114,3,Policy Changes,5,general,9,0.9,Update address,follow_up_needed,Customer disconnected before resolution,5.0,False
-18190,2024-11-30 11:00:37,12901076609,3,Policy Changes,6,general,103,9.3,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",5.0,False
-18191,2024-11-30 11:10:17,19353661685,2,Billing & Payments,3,billing,75,2.2,Add driver to policy,resolved,Resolved on first call,4.0,True
-18192,2024-11-30 11:16:03,12046688822,1,Claims,2,claims,0,8.8,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-18193,2024-11-30 11:16:37,13677711558,4,New Quote,6,general,172,6.5,Reinstate lapsed policy,resolved,Escalated to claims adjuster,5.0,True
-18194,2024-11-30 11:24:59,18727856702,0,Speak to Agent,6,general,34,7.8,Ask about discounts,resolved,Escalated to claims adjuster,4.0,True
-18195,2024-11-30 11:34:10,17068143298,1,Claims,7,claims,204,4.8,Claim status inquiry,resolved,Policy updated per customer request,4.0,True
-18196,2024-11-30 11:36:48,18700938342,4,New Quote,6,general,293,13.3,Ask about deductible,resolved,Customer disconnected before resolution,5.0,True
-18197,2024-11-30 11:37:09,13717744698,2,Billing & Payments,8,billing,0,3.9,Inquire about premium increase,resolved,Customer requested manager,4.0,True
-18198,2024-11-30 11:46:08,14329084074,1,Claims,7,claims,138,3.8,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-18199,2024-11-30 12:02:12,14005972449,2,Billing & Payments,4,billing,0,8.2,Filing new auto claim,transferred,Transferred to supervisor,3.0,False
-18200,2024-11-30 12:05:13,15016853564,0,Speak to Agent,5,general,160,5.3,Ask about deductible,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-18201,2024-11-30 12:06:41,19105248988,3,Policy Changes,6,general,118,7.7,Payment not processed,resolved,Customer requested manager,3.0,True
-18202,2024-11-30 12:12:33,12643077310,4,New Quote,5,general,205,4.8,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-18203,2024-11-30 12:35:06,17541666911,4,New Quote,6,general,258,11.3,Ask about deductible,follow_up_needed,Escalated to claims adjuster,5.0,False
-18204,2024-11-30 12:38:04,14174519760,0,Speak to Agent,6,general,130,7.1,Complaint about service,resolved,"Information provided, no action needed",3.0,True
-18205,2024-11-30 12:52:33,18162414255,2,Billing & Payments,3,billing,27,0.9,Request proof of insurance,resolved,Resolved on first call,4.0,True
-18206,2024-11-30 12:55:42,19534119331,4,New Quote,5,general,10,2.7,Cancel policy,transferred,Payment processed successfully,3.0,False
-18207,2024-11-30 12:57:28,19014726330,0,Speak to Agent,6,general,141,8.7,Filing new auto claim,transferred,Escalated to claims adjuster,2.0,False
-18208,2024-12-02 07:00:09,13136966348,4,New Quote,5,general,105,3.8,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-18209,2024-12-02 07:19:24,19742781531,0,Speak to Agent,5,general,269,2.5,General coverage question,resolved,Transferred to supervisor,2.0,True
-18210,2024-12-02 07:19:45,19970389495,3,Policy Changes,5,general,223,6.2,Report accident,follow_up_needed,Payment processed successfully,5.0,False
-18211,2024-12-02 07:25:22,15762413723,1,Claims,2,claims,20,0.0,Cancel policy,abandoned,Customer abandoned,,False
-18212,2024-12-02 07:31:56,13168879988,4,New Quote,6,general,274,8.7,Cancel policy,transferred,Transferred to supervisor,4.0,False
-18213,2024-12-02 07:34:56,14645728533,4,New Quote,6,general,100,11.3,Report accident,resolved,Escalated to claims adjuster,4.0,True
-18214,2024-12-02 07:38:45,14579677306,4,New Quote,6,general,0,11.9,Add driver to policy,follow_up_needed,Policy updated per customer request,5.0,False
-18215,2024-12-02 07:46:48,18035358789,4,New Quote,6,general,63,8.5,General coverage question,resolved,Payment processed successfully,3.0,True
-18216,2024-12-02 07:53:38,14124160674,3,Policy Changes,6,general,31,9.4,Change coverage level,follow_up_needed,Policy updated per customer request,4.0,False
-18217,2024-12-02 07:59:12,19729125101,4,New Quote,5,general,248,4.6,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-18218,2024-12-02 08:15:37,18671936504,0,Speak to Agent,5,general,164,0.8,Ask about deductible,follow_up_needed,Payment processed successfully,1.0,False
-18219,2024-12-02 08:15:38,15370759833,3,Policy Changes,5,general,30,0.7,Update payment method,resolved,Policy updated per customer request,4.0,True
-18220,2024-12-02 08:23:13,17782063809,3,Policy Changes,6,general,114,8.8,Update address,resolved,Policy updated per customer request,4.0,True
-18221,2024-12-02 08:32:22,15793586720,1,Claims,1,claims,128,2.8,Update address,resolved,Customer disconnected before resolution,3.0,True
-18222,2024-12-02 08:34:45,14708101051,0,Speak to Agent,5,general,73,5.9,Request ID cards,resolved,Payment processed successfully,4.0,True
-18223,2024-12-02 08:42:06,16061240482,0,Speak to Agent,5,general,120,4.5,Change coverage level,resolved,Escalated to claims adjuster,3.0,True
-18224,2024-12-02 08:49:46,14005148999,1,Claims,1,claims,83,8.6,Payment not processed,resolved,Payment processed successfully,4.0,True
-18225,2024-12-02 08:58:41,16121471599,2,Billing & Payments,8,billing,192,5.4,Ask about discounts,resolved,Payment processed successfully,4.0,True
-18226,2024-12-02 09:00:55,19399088005,2,Billing & Payments,8,billing,136,4.5,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-18227,2024-12-02 09:02:41,13763497432,2,Billing & Payments,4,billing,134,6.7,Filing new auto claim,transferred,Policy updated per customer request,2.0,False
-18228,2024-12-02 09:13:46,12970412024,1,Claims,1,claims,76,12.3,Remove vehicle from policy,resolved,Customer requested manager,3.0,True
-18229,2024-12-02 09:17:23,16590879587,0,Speak to Agent,6,general,0,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-18230,2024-12-02 09:36:10,13635031383,2,Billing & Payments,4,billing,31,3.7,Remove vehicle from policy,resolved,Escalated to claims adjuster,5.0,True
-18231,2024-12-02 09:40:48,19241923036,2,Billing & Payments,3,billing,23,0.5,Claim status inquiry,resolved,Policy updated per customer request,4.0,True
-18232,2024-12-02 10:10:43,12608555060,1,Claims,1,claims,109,8.6,Change coverage level,resolved,Customer requested manager,3.0,True
-18233,2024-12-02 10:18:54,16902957949,0,Speak to Agent,5,general,232,7.2,General coverage question,resolved,Callback scheduled for tomorrow,5.0,True
-18234,2024-12-02 10:21:38,19029312633,3,Policy Changes,6,general,131,6.7,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-18235,2024-12-02 10:23:20,16601995746,4,New Quote,5,general,166,2.9,Request payment plan,resolved,Customer requested manager,3.0,True
-18236,2024-12-02 10:45:57,18425179483,2,Billing & Payments,8,billing,162,8.8,Ask about deductible,resolved,Resolved on first call,3.0,True
-18237,2024-12-02 10:46:44,15066558581,0,Speak to Agent,6,general,144,6.1,General coverage question,resolved,Escalated to claims adjuster,5.0,True
-18238,2024-12-02 10:47:24,18075942208,1,Claims,1,claims,297,8.0,Payment not processed,transferred,Customer disconnected before resolution,4.0,False
-18239,2024-12-02 10:47:32,12376881460,4,New Quote,5,general,206,2.1,General coverage question,resolved,Payment processed successfully,3.0,True
-18240,2024-12-02 10:57:12,13418840664,3,Policy Changes,6,general,50,11.6,Add driver to policy,follow_up_needed,Policy updated per customer request,5.0,False
-18241,2024-12-02 11:07:51,13099843044,1,Claims,1,claims,45,2.1,Cancel policy,resolved,Transferred to supervisor,4.0,True
-18242,2024-12-02 11:11:38,19561778132,3,Policy Changes,6,general,183,0.0,Update address,abandoned,Customer abandoned,,False
-18243,2024-12-02 11:12:28,18889266480,3,Policy Changes,5,general,76,4.5,Update address,transferred,Customer requested manager,2.0,False
-18244,2024-12-02 11:12:54,17548597394,0,Speak to Agent,6,general,0,9.7,Claim status inquiry,resolved,Transferred to supervisor,3.0,True
-18245,2024-12-02 11:22:52,19090235832,2,Billing & Payments,4,billing,116,5.5,Ask about discounts,follow_up_needed,Customer requested manager,4.0,False
-18246,2024-12-02 11:24:09,14420484161,3,Policy Changes,5,general,123,7.6,Report accident,resolved,Resolved on first call,5.0,True
-18247,2024-12-02 11:35:51,14091493203,2,Billing & Payments,3,billing,208,5.5,Claim status inquiry,transferred,"Claim filed, reference number provided",4.0,False
-18248,2024-12-02 11:38:28,12560876303,0,Speak to Agent,6,general,34,5.3,Dispute claim denial,resolved,Payment processed successfully,3.0,True
-18249,2024-12-02 11:40:08,12930996613,2,Billing & Payments,3,billing,166,0.5,Complaint about service,resolved,Transferred to supervisor,4.0,True
-18250,2024-12-02 11:47:49,13863057409,2,Billing & Payments,8,billing,146,3.6,Ask about discounts,resolved,Escalated to claims adjuster,3.0,True
-18251,2024-12-02 11:51:17,16166132418,3,Policy Changes,6,general,147,4.7,Filing new auto claim,resolved,Payment processed successfully,5.0,True
-18252,2024-12-02 11:51:24,17342196847,4,New Quote,5,general,187,2.9,Report accident,follow_up_needed,Escalated to claims adjuster,4.0,False
-18253,2024-12-02 11:58:29,13629587227,4,New Quote,6,general,44,6.0,Complaint about service,resolved,Payment processed successfully,5.0,True
-18254,2024-12-02 12:43:48,18477481388,4,New Quote,6,general,217,8.6,Inquire about premium increase,resolved,Payment processed successfully,4.0,True
-18255,2024-12-02 12:45:01,16343083198,4,New Quote,6,general,264,14.9,Request ID cards,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-18256,2024-12-02 12:47:41,14154327417,1,Claims,1,claims,118,11.3,Reinstate lapsed policy,resolved,Transferred to supervisor,4.0,True
-18257,2024-12-02 12:47:42,19723264710,0,Speak to Agent,6,general,93,6.7,Remove vehicle from policy,resolved,Resolved on first call,3.0,True
-18258,2024-12-02 12:47:57,12619488682,0,Speak to Agent,5,general,230,0.5,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-18259,2024-12-02 12:49:19,12084930508,2,Billing & Payments,3,billing,154,2.0,Ask about discounts,transferred,Escalated to claims adjuster,3.0,False
-18260,2024-12-02 13:00:18,19593989231,3,Policy Changes,5,general,102,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-18261,2024-12-02 13:17:32,16991552389,4,New Quote,6,general,239,11.5,Add driver to policy,transferred,Escalated to claims adjuster,4.0,False
-18262,2024-12-02 13:26:41,18332466092,3,Policy Changes,5,general,124,8.4,Add driver to policy,follow_up_needed,Customer disconnected before resolution,5.0,False
-18263,2024-12-02 13:27:46,19708661812,0,Speak to Agent,6,general,100,10.3,Update address,resolved,"Claim filed, reference number provided",4.0,True
-18264,2024-12-02 13:32:27,12264243837,0,Speak to Agent,5,general,166,6.2,Report accident,resolved,Resolved on first call,3.0,True
-18265,2024-12-02 13:34:22,12606632528,2,Billing & Payments,3,billing,114,3.0,Complaint about service,resolved,Policy updated per customer request,4.0,True
-18266,2024-12-02 14:02:00,16676644942,1,Claims,2,claims,203,11.0,Report accident,resolved,"Information provided, no action needed",4.0,True
-18267,2024-12-02 14:12:33,15317155789,0,Speak to Agent,5,general,131,0.6,Request ID cards,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-18268,2024-12-02 14:25:13,19370573688,3,Policy Changes,5,general,0,7.2,Update payment method,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-18269,2024-12-02 14:38:03,18014598130,4,New Quote,6,general,95,2.4,Add driver to policy,resolved,Customer disconnected before resolution,5.0,True
-18270,2024-12-02 14:38:21,18356199844,0,Speak to Agent,6,general,37,6.4,Report accident,resolved,Policy updated per customer request,3.0,True
-18271,2024-12-02 14:44:22,16462233397,4,New Quote,6,general,49,8.1,Complaint about service,transferred,Customer disconnected before resolution,2.0,False
-18272,2024-12-02 14:52:52,16509939028,2,Billing & Payments,4,billing,86,4.8,Filing new auto claim,resolved,"Claim filed, reference number provided",5.0,True
-18273,2024-12-02 15:04:39,13538128972,3,Policy Changes,5,general,103,6.9,Complaint about service,follow_up_needed,Escalated to claims adjuster,4.0,False
-18274,2024-12-02 15:10:52,16025944414,4,New Quote,6,general,179,0.0,Update address,abandoned,Customer abandoned,,False
-18275,2024-12-02 15:17:28,17040475897,1,Claims,2,claims,14,6.3,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-18276,2024-12-02 15:27:27,12193860215,2,Billing & Payments,3,billing,99,6.1,Change coverage level,resolved,Policy updated per customer request,3.0,True
-18277,2024-12-02 15:35:58,12087383405,2,Billing & Payments,3,billing,203,6.6,Request proof of insurance,resolved,Payment processed successfully,4.0,True
-18278,2024-12-02 15:37:13,16665474882,4,New Quote,6,general,218,0.0,Request payment plan,abandoned,Customer abandoned,,False
-18279,2024-12-02 15:40:14,18846537946,0,Speak to Agent,6,general,181,6.9,Inquire about premium increase,resolved,Callback scheduled for tomorrow,3.0,True
-18280,2024-12-02 15:48:21,17546241595,2,Billing & Payments,3,billing,400,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-18281,2024-12-02 16:01:34,14293669494,1,Claims,7,claims,164,5.2,Cancel policy,resolved,"Information provided, no action needed",3.0,True
-18282,2024-12-02 16:05:24,17677556128,0,Speak to Agent,5,general,40,5.2,Ask about discounts,follow_up_needed,Customer disconnected before resolution,4.0,False
-18283,2024-12-02 16:19:26,12552834726,3,Policy Changes,5,general,58,4.8,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",4.0,False
-18284,2024-12-02 16:22:46,14774460900,1,Claims,1,claims,142,5.3,Report accident,follow_up_needed,"Claim filed, reference number provided",1.0,False
-18285,2024-12-02 16:32:25,19156778034,0,Speak to Agent,5,general,4,3.9,Filing new auto claim,resolved,Transferred to supervisor,3.0,True
-18286,2024-12-02 16:47:34,17930890982,1,Claims,1,claims,45,7.3,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-18287,2024-12-02 17:05:39,12537245421,0,Speak to Agent,5,general,43,2.4,Add driver to policy,follow_up_needed,Payment processed successfully,3.0,False
-18288,2024-12-02 17:07:56,15264160770,1,Claims,2,claims,261,7.9,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-18289,2024-12-02 17:13:01,13997457874,2,Billing & Payments,4,billing,0,6.2,Update address,resolved,Policy updated per customer request,3.0,True
-18290,2024-12-02 17:13:17,19086898740,3,Policy Changes,6,general,31,12.0,Dispute claim denial,resolved,Customer disconnected before resolution,3.0,True
-18291,2024-12-02 17:23:23,19945041451,3,Policy Changes,5,general,43,7.0,Request proof of insurance,resolved,Customer disconnected before resolution,5.0,True
-18292,2024-12-02 17:43:19,16222758454,4,New Quote,5,general,51,3.9,Cancel policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-18293,2024-12-02 17:54:00,13985514767,4,New Quote,5,general,235,4.3,Filing new auto claim,resolved,Callback scheduled for tomorrow,4.0,True
-18294,2024-12-02 17:54:43,16480473542,1,Claims,2,claims,179,8.0,Cancel policy,resolved,Customer disconnected before resolution,4.0,True
-18295,2024-12-02 18:01:42,17064042667,3,Policy Changes,5,general,205,4.8,Filing new auto claim,follow_up_needed,Escalated to claims adjuster,3.0,False
-18296,2024-12-02 18:36:34,17157732051,0,Speak to Agent,5,general,485,0.8,Dispute claim denial,resolved,"Claim filed, reference number provided",4.0,True
-18297,2024-12-02 18:39:08,18868923899,1,Claims,2,claims,133,12.7,Cancel policy,resolved,"Claim filed, reference number provided",5.0,True
-18298,2024-12-02 18:39:27,18964517905,2,Billing & Payments,8,billing,181,8.9,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-18299,2024-12-02 18:40:36,13043442558,3,Policy Changes,5,general,50,8.0,Claim status inquiry,resolved,Customer disconnected before resolution,5.0,True
-18300,2024-12-03 07:03:22,12391709678,0,Speak to Agent,5,general,26,5.7,Remove vehicle from policy,follow_up_needed,"Information provided, no action needed",2.0,False
-18301,2024-12-03 07:05:44,19774764989,2,Billing & Payments,4,billing,0,5.3,Claim status inquiry,transferred,Customer requested manager,4.0,False
-18302,2024-12-03 07:27:49,17095110217,2,Billing & Payments,4,billing,144,0.6,Cancel policy,resolved,Customer requested manager,5.0,True
-18303,2024-12-03 07:32:40,13280861667,2,Billing & Payments,4,billing,116,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-18304,2024-12-03 07:33:21,18260948979,3,Policy Changes,5,general,29,8.7,Claim status inquiry,follow_up_needed,Policy updated per customer request,4.0,False
-18305,2024-12-03 07:35:48,15714213607,1,Claims,2,claims,138,7.7,Report accident,resolved,"Information provided, no action needed",4.0,True
-18306,2024-12-03 07:41:36,12201614311,2,Billing & Payments,4,billing,58,5.9,Report accident,resolved,Customer disconnected before resolution,5.0,True
-18307,2024-12-03 07:44:05,13243622904,3,Policy Changes,6,general,204,8.7,Filing new auto claim,resolved,Customer disconnected before resolution,5.0,True
-18308,2024-12-03 08:16:08,15951223034,4,New Quote,5,general,241,2.1,Reinstate lapsed policy,resolved,Transferred to supervisor,3.0,True
-18309,2024-12-03 08:36:03,17789616135,1,Claims,2,claims,103,0.0,General coverage question,abandoned,Customer abandoned,,False
-18310,2024-12-03 08:40:39,19593773181,4,New Quote,6,general,136,10.2,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-18311,2024-12-03 09:13:29,17455324155,0,Speak to Agent,6,general,8,11.0,Report accident,transferred,Transferred to supervisor,4.0,False
-18312,2024-12-03 09:21:39,19761600027,4,New Quote,5,general,71,1.6,Inquire about premium increase,follow_up_needed,Payment processed successfully,2.0,False
-18313,2024-12-03 09:41:01,15003836121,1,Claims,7,claims,140,11.2,Update payment method,resolved,Escalated to claims adjuster,5.0,True
-18314,2024-12-03 09:42:10,12770726357,3,Policy Changes,6,general,267,7.5,Request ID cards,resolved,Customer requested manager,3.0,True
-18315,2024-12-03 09:52:44,16125037574,2,Billing & Payments,4,billing,29,0.0,Update payment method,abandoned,Customer abandoned,,False
-18316,2024-12-03 10:09:51,12476281526,2,Billing & Payments,8,billing,288,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-18317,2024-12-03 10:16:07,13044582704,0,Speak to Agent,5,general,295,0.5,Payment not processed,resolved,"Information provided, no action needed",5.0,True
-18318,2024-12-03 10:16:33,19784484915,0,Speak to Agent,5,general,240,5.6,Cancel policy,follow_up_needed,Resolved on first call,4.0,False
-18319,2024-12-03 10:29:17,16659057305,4,New Quote,6,general,143,7.2,Filing new auto claim,transferred,Resolved on first call,3.0,False
-18320,2024-12-03 10:34:07,19249013234,0,Speak to Agent,6,general,106,11.3,Inquire about premium increase,transferred,Callback scheduled for tomorrow,4.0,False
-18321,2024-12-03 10:35:34,15508299099,0,Speak to Agent,6,general,163,9.5,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-18322,2024-12-03 10:51:56,17220531365,0,Speak to Agent,5,general,129,2.3,Update address,resolved,Callback scheduled for tomorrow,2.0,True
-18323,2024-12-03 10:58:25,17742539106,0,Speak to Agent,5,general,64,6.6,General coverage question,resolved,"Claim filed, reference number provided",3.0,True
-18324,2024-12-03 11:05:20,18529863084,4,New Quote,6,general,158,10.8,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-18325,2024-12-03 11:09:20,15464928228,4,New Quote,6,general,353,10.1,Ask about discounts,follow_up_needed,Customer disconnected before resolution,3.0,False
-18326,2024-12-03 11:19:22,15123843292,4,New Quote,5,general,153,9.5,Request ID cards,resolved,Transferred to supervisor,4.0,True
-18327,2024-12-03 11:20:23,18218376834,0,Speak to Agent,5,general,255,5.7,Request payment plan,transferred,Policy updated per customer request,5.0,False
-18328,2024-12-03 11:35:33,12347228964,0,Speak to Agent,6,general,62,10.2,Request payment plan,transferred,Payment processed successfully,3.0,False
-18329,2024-12-03 11:36:50,16511515178,0,Speak to Agent,6,general,41,0.0,Report accident,abandoned,Customer abandoned,,False
-18330,2024-12-03 11:41:05,14267011090,1,Claims,2,claims,299,8.5,Ask about deductible,resolved,Escalated to claims adjuster,5.0,True
-18331,2024-12-03 11:41:09,18650759587,1,Claims,2,claims,222,5.8,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,5.0,True
-18332,2024-12-03 11:46:37,13575934511,3,Policy Changes,6,general,81,6.6,Update payment method,follow_up_needed,Customer disconnected before resolution,4.0,False
-18333,2024-12-03 11:50:28,14930629080,1,Claims,1,claims,0,6.5,Remove vehicle from policy,resolved,Escalated to claims adjuster,3.0,True
-18334,2024-12-03 11:50:34,12944156388,2,Billing & Payments,8,billing,37,8.6,Claim status inquiry,resolved,Customer disconnected before resolution,5.0,True
-18335,2024-12-03 12:10:53,13334934064,3,Policy Changes,6,general,0,11.0,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-18336,2024-12-03 12:13:33,15810248219,1,Claims,1,claims,253,4.1,Ask about deductible,resolved,Resolved on first call,4.0,True
-18337,2024-12-03 12:16:16,12953252435,0,Speak to Agent,5,general,245,0.0,Request ID cards,abandoned,Customer abandoned,,False
-18338,2024-12-03 12:31:42,14454192668,4,New Quote,6,general,75,10.5,Report accident,follow_up_needed,"Information provided, no action needed",4.0,False
-18339,2024-12-03 12:32:38,19501096417,0,Speak to Agent,6,general,89,0.0,Change coverage level,abandoned,Customer abandoned,,False
-18340,2024-12-03 12:45:49,17171148396,2,Billing & Payments,8,billing,162,1.2,General coverage question,resolved,"Claim filed, reference number provided",5.0,True
-18341,2024-12-03 12:54:49,13330331152,2,Billing & Payments,3,billing,121,2.6,Add driver to policy,resolved,Policy updated per customer request,1.0,True
-18342,2024-12-03 12:56:20,19021308819,4,New Quote,5,general,329,3.4,Payment not processed,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-18343,2024-12-03 13:15:36,17990190163,2,Billing & Payments,4,billing,105,7.5,Report accident,resolved,Escalated to claims adjuster,3.0,True
-18344,2024-12-03 13:38:12,19522811299,4,New Quote,6,general,354,7.4,Request ID cards,follow_up_needed,Resolved on first call,3.0,False
-18345,2024-12-03 13:53:46,15261859947,0,Speak to Agent,5,general,48,6.0,Request proof of insurance,resolved,"Information provided, no action needed",3.0,True
-18346,2024-12-03 14:08:47,12654039548,0,Speak to Agent,5,general,40,9.5,Request payment plan,resolved,Customer requested manager,4.0,True
-18347,2024-12-03 14:42:21,17113693296,0,Speak to Agent,6,general,42,9.4,General coverage question,follow_up_needed,Transferred to supervisor,1.0,False
-18348,2024-12-03 14:50:43,17142136634,4,New Quote,5,general,80,3.4,Cancel policy,resolved,Escalated to claims adjuster,3.0,True
-18349,2024-12-03 15:09:33,19003496464,1,Claims,2,claims,137,8.9,Inquire about premium increase,follow_up_needed,Payment processed successfully,4.0,False
-18350,2024-12-03 15:17:06,14621049227,0,Speak to Agent,5,general,156,4.7,Ask about deductible,transferred,Payment processed successfully,3.0,False
-18351,2024-12-03 15:27:42,18222341253,2,Billing & Payments,8,billing,78,1.1,Request payment plan,resolved,Resolved on first call,3.0,True
-18352,2024-12-03 15:42:46,14827102484,4,New Quote,5,general,94,6.2,Claim status inquiry,resolved,Transferred to supervisor,3.0,True
-18353,2024-12-03 16:01:57,17661210115,4,New Quote,5,general,99,3.7,Cancel policy,resolved,Resolved on first call,4.0,True
-18354,2024-12-03 16:04:21,15004196095,1,Claims,7,claims,93,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-18355,2024-12-03 16:13:11,18591090429,0,Speak to Agent,5,general,227,5.2,Add driver to policy,resolved,Callback scheduled for tomorrow,3.0,True
-18356,2024-12-03 16:15:00,14416307549,1,Claims,7,claims,162,7.8,Claim status inquiry,transferred,Customer disconnected before resolution,2.0,False
-18357,2024-12-03 16:21:10,17846303236,0,Speak to Agent,5,general,0,9.4,Cancel policy,follow_up_needed,"Claim filed, reference number provided",4.0,False
-18358,2024-12-03 16:23:02,13393947784,1,Claims,2,claims,203,8.0,Request proof of insurance,resolved,Callback scheduled for tomorrow,3.0,True
-18359,2024-12-03 16:33:26,13398480622,3,Policy Changes,6,general,157,8.6,Inquire about premium increase,resolved,"Claim filed, reference number provided",4.0,True
-18360,2024-12-03 16:37:48,15331843634,0,Speak to Agent,5,general,308,2.9,Filing new auto claim,resolved,Policy updated per customer request,4.0,True
-18361,2024-12-03 16:44:41,16157291931,3,Policy Changes,5,general,68,3.7,Payment not processed,resolved,"Information provided, no action needed",4.0,True
-18362,2024-12-03 16:47:50,13430986800,4,New Quote,6,general,310,3.7,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-18363,2024-12-03 16:48:45,19420974318,4,New Quote,5,general,199,1.1,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-18364,2024-12-03 17:12:39,16182330650,3,Policy Changes,6,general,119,4.9,Complaint about service,follow_up_needed,Customer requested manager,4.0,False
-18365,2024-12-03 17:14:58,15702394924,2,Billing & Payments,8,billing,143,5.3,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-18366,2024-12-03 17:20:41,19079586864,1,Claims,7,claims,194,5.9,Change coverage level,transferred,Resolved on first call,4.0,False
-18367,2024-12-03 17:34:46,12640750529,0,Speak to Agent,6,general,178,10.8,Claim status inquiry,transferred,"Claim filed, reference number provided",3.0,False
-18368,2024-12-03 17:37:14,12161945198,2,Billing & Payments,3,billing,64,5.7,Dispute claim denial,resolved,Callback scheduled for tomorrow,3.0,True
-18369,2024-12-03 17:39:31,18693823134,4,New Quote,5,general,101,4.9,General coverage question,follow_up_needed,Policy updated per customer request,3.0,False
-18370,2024-12-03 17:41:38,17321421371,0,Speak to Agent,6,general,75,4.5,Reinstate lapsed policy,resolved,"Information provided, no action needed",5.0,True
-18371,2024-12-03 17:43:18,15888510911,0,Speak to Agent,5,general,0,1.8,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-18372,2024-12-03 17:54:31,13500811652,2,Billing & Payments,3,billing,131,6.3,Remove vehicle from policy,transferred,"Information provided, no action needed",3.0,False
-18373,2024-12-03 18:00:57,17108980466,2,Billing & Payments,8,billing,50,4.9,Filing new auto claim,transferred,Payment processed successfully,3.0,False
-18374,2024-12-03 18:05:19,15623102054,4,New Quote,6,general,65,12.9,Ask about deductible,transferred,Policy updated per customer request,4.0,False
-18375,2024-12-03 18:18:43,14116568265,1,Claims,2,claims,283,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-18376,2024-12-03 18:25:34,19243343821,1,Claims,1,claims,211,5.7,Change coverage level,resolved,Escalated to claims adjuster,2.0,True
-18377,2024-12-03 18:46:50,12546876730,0,Speak to Agent,6,general,126,10.0,Update payment method,transferred,Transferred to supervisor,3.0,False
-18378,2024-12-04 07:00:22,16344973056,4,New Quote,5,general,166,7.2,Inquire about premium increase,resolved,Escalated to claims adjuster,3.0,True
-18379,2024-12-04 07:15:37,17847778408,0,Speak to Agent,6,general,21,5.1,Update payment method,follow_up_needed,"Claim filed, reference number provided",4.0,False
-18380,2024-12-04 07:51:17,16457312209,1,Claims,2,claims,119,9.3,Inquire about premium increase,follow_up_needed,Customer disconnected before resolution,3.0,False
-18381,2024-12-04 08:10:29,19604988119,1,Claims,1,claims,217,6.8,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-18382,2024-12-04 08:10:45,16278511787,4,New Quote,5,general,208,4.4,Ask about deductible,resolved,Payment processed successfully,5.0,True
-18383,2024-12-04 08:25:23,13473230997,1,Claims,1,claims,3,5.4,Inquire about premium increase,transferred,Customer disconnected before resolution,2.0,False
-18384,2024-12-04 08:38:05,18963067881,1,Claims,2,claims,0,8.8,Request payment plan,resolved,"Claim filed, reference number provided",3.0,True
-18385,2024-12-04 09:04:12,15106808656,2,Billing & Payments,4,billing,185,5.3,Ask about deductible,resolved,Policy updated per customer request,5.0,True
-18386,2024-12-04 09:19:43,14551117258,0,Speak to Agent,6,general,136,8.1,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",4.0,False
-18387,2024-12-04 09:19:48,16687610723,2,Billing & Payments,3,billing,0,4.9,Change coverage level,resolved,Resolved on first call,4.0,True
-18388,2024-12-04 09:24:14,14373635810,4,New Quote,5,general,215,0.0,General coverage question,abandoned,Customer abandoned,,False
-18389,2024-12-04 09:29:56,13637003980,0,Speak to Agent,6,general,274,10.1,Ask about discounts,transferred,Escalated to claims adjuster,5.0,False
-18390,2024-12-04 09:33:01,17161773783,3,Policy Changes,6,general,121,7.4,Complaint about service,transferred,Escalated to claims adjuster,3.0,False
-18391,2024-12-04 09:34:33,19916657174,4,New Quote,5,general,149,5.6,Filing new auto claim,resolved,Resolved on first call,2.0,True
-18392,2024-12-04 09:46:09,14940928780,3,Policy Changes,6,general,34,8.0,Inquire about premium increase,follow_up_needed,Customer disconnected before resolution,3.0,False
-18393,2024-12-04 09:47:38,13199163483,4,New Quote,5,general,139,0.5,Report accident,resolved,Customer disconnected before resolution,5.0,True
-18394,2024-12-04 09:56:51,16115919910,2,Billing & Payments,3,billing,0,0.5,Cancel policy,resolved,Payment processed successfully,3.0,True
-18395,2024-12-04 10:07:04,14906306823,2,Billing & Payments,3,billing,212,3.2,Cancel policy,transferred,"Claim filed, reference number provided",5.0,False
-18396,2024-12-04 10:10:03,13410313788,1,Claims,2,claims,65,8.6,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-18397,2024-12-04 10:19:46,18455239356,2,Billing & Payments,4,billing,58,5.6,Update payment method,follow_up_needed,Payment processed successfully,3.0,False
-18398,2024-12-04 10:27:45,19609563139,3,Policy Changes,5,general,250,1.0,Reinstate lapsed policy,resolved,Customer disconnected before resolution,5.0,True
-18399,2024-12-04 10:28:42,12287978068,1,Claims,1,claims,103,0.0,Payment not processed,abandoned,Customer abandoned,,False
-18400,2024-12-04 10:36:45,18600864497,3,Policy Changes,6,general,203,7.3,Request ID cards,resolved,Customer disconnected before resolution,5.0,True
-18401,2024-12-04 10:45:15,18892107801,3,Policy Changes,6,general,182,8.0,Filing new auto claim,resolved,"Information provided, no action needed",3.0,True
-18402,2024-12-04 10:48:13,12812193655,4,New Quote,5,general,164,4.8,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,3.0,False
-18403,2024-12-04 10:49:14,17873446983,1,Claims,1,claims,321,5.0,Request payment plan,follow_up_needed,Resolved on first call,4.0,False
-18404,2024-12-04 10:53:49,14401820209,2,Billing & Payments,3,billing,124,6.5,Report accident,follow_up_needed,Payment processed successfully,4.0,False
-18405,2024-12-04 10:54:19,15409251771,2,Billing & Payments,4,billing,64,5.5,Request ID cards,follow_up_needed,Resolved on first call,2.0,False
-18406,2024-12-04 10:58:05,12704098331,4,New Quote,6,general,251,12.2,Report accident,resolved,Policy updated per customer request,3.0,True
-18407,2024-12-04 10:59:13,13180120029,1,Claims,1,claims,73,6.2,Cancel policy,resolved,"Claim filed, reference number provided",2.0,True
-18408,2024-12-04 11:07:55,18414114067,1,Claims,1,claims,0,10.2,Payment not processed,transferred,Resolved on first call,5.0,False
-18409,2024-12-04 11:08:15,15515422685,3,Policy Changes,5,general,36,5.9,Reinstate lapsed policy,transferred,Policy updated per customer request,2.0,False
-18410,2024-12-04 11:09:22,18475765078,3,Policy Changes,6,general,194,0.0,Update payment method,abandoned,Customer abandoned,,False
-18411,2024-12-04 11:19:46,13214647334,3,Policy Changes,5,general,0,4.7,Claim status inquiry,resolved,Resolved on first call,4.0,True
-18412,2024-12-04 11:32:01,14899584972,4,New Quote,5,general,34,6.9,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-18413,2024-12-04 11:33:03,12781531585,0,Speak to Agent,6,general,145,6.3,Report accident,resolved,Payment processed successfully,5.0,True
-18414,2024-12-04 11:40:54,17058486765,4,New Quote,5,general,16,6.0,Report accident,follow_up_needed,Customer disconnected before resolution,2.0,False
-18415,2024-12-04 11:41:11,18112579605,1,Claims,1,claims,205,13.3,Ask about discounts,follow_up_needed,Resolved on first call,3.0,False
-18416,2024-12-04 12:27:43,15425211470,2,Billing & Payments,3,billing,89,0.9,Dispute claim denial,follow_up_needed,Transferred to supervisor,3.0,False
-18417,2024-12-04 13:22:49,16166807489,2,Billing & Payments,3,billing,99,3.7,Filing new auto claim,resolved,"Information provided, no action needed",4.0,True
-18418,2024-12-04 13:26:53,18556108765,2,Billing & Payments,8,billing,110,4.6,Reinstate lapsed policy,follow_up_needed,Resolved on first call,2.0,False
-18419,2024-12-04 13:40:49,13608642585,4,New Quote,5,general,230,6.2,Report accident,resolved,Transferred to supervisor,4.0,True
-18420,2024-12-04 14:01:50,13353387110,4,New Quote,6,general,126,0.0,Update payment method,abandoned,Customer abandoned,,False
-18421,2024-12-04 14:14:46,19329913142,3,Policy Changes,6,general,162,11.3,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-18422,2024-12-04 14:20:49,16105290277,3,Policy Changes,6,general,220,6.8,Cancel policy,follow_up_needed,Payment processed successfully,2.0,False
-18423,2024-12-04 14:22:02,12441584399,4,New Quote,6,general,89,9.3,Cancel policy,resolved,Transferred to supervisor,3.0,True
-18424,2024-12-04 14:24:48,13621626887,1,Claims,7,claims,303,2.5,Request proof of insurance,resolved,Payment processed successfully,5.0,True
-18425,2024-12-04 14:40:21,18379570904,1,Claims,2,claims,0,8.0,Complaint about service,resolved,Payment processed successfully,4.0,True
-18426,2024-12-04 14:47:54,14717765929,2,Billing & Payments,4,billing,81,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-18427,2024-12-04 14:55:43,14269080834,2,Billing & Payments,3,billing,163,1.2,Filing new auto claim,transferred,Customer requested manager,4.0,False
-18428,2024-12-04 14:57:06,13682757110,3,Policy Changes,6,general,24,8.3,Filing new auto claim,transferred,Escalated to claims adjuster,3.0,False
-18429,2024-12-04 14:59:44,13447075442,1,Claims,1,claims,128,0.5,Ask about deductible,resolved,Payment processed successfully,5.0,True
-18430,2024-12-04 15:16:28,17209247211,2,Billing & Payments,4,billing,104,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-18431,2024-12-04 15:43:50,17314758946,4,New Quote,5,general,95,7.1,General coverage question,resolved,Resolved on first call,3.0,True
-18432,2024-12-04 15:47:33,13604230052,1,Claims,1,claims,213,1.2,Request ID cards,resolved,Policy updated per customer request,5.0,True
-18433,2024-12-04 16:02:21,16887742552,4,New Quote,5,general,77,3.8,General coverage question,transferred,Resolved on first call,1.0,False
-18434,2024-12-04 16:24:37,12764855762,1,Claims,1,claims,84,9.5,Inquire about premium increase,resolved,Customer requested manager,3.0,True
-18435,2024-12-04 16:25:25,16356064559,3,Policy Changes,6,general,117,9.5,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-18436,2024-12-04 16:35:33,19039320225,1,Claims,7,claims,245,3.9,Inquire about premium increase,resolved,Payment processed successfully,4.0,True
-18437,2024-12-04 16:50:30,14195387683,3,Policy Changes,6,general,114,7.7,Remove vehicle from policy,resolved,Customer disconnected before resolution,5.0,True
-18438,2024-12-04 17:32:05,14521317301,2,Billing & Payments,3,billing,116,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-18439,2024-12-04 17:37:22,15523042467,0,Speak to Agent,5,general,116,4.9,Cancel policy,resolved,Callback scheduled for tomorrow,4.0,True
-18440,2024-12-04 17:44:38,15416031974,0,Speak to Agent,6,general,253,0.0,Update payment method,abandoned,Customer abandoned,,False
-18441,2024-12-04 17:46:38,15933918491,3,Policy Changes,5,general,0,9.0,Dispute claim denial,follow_up_needed,"Information provided, no action needed",1.0,False
-18442,2024-12-04 18:05:26,15166892251,4,New Quote,5,general,120,0.5,Request proof of insurance,resolved,"Claim filed, reference number provided",3.0,True
-18443,2024-12-04 18:15:29,17799166867,0,Speak to Agent,6,general,67,4.0,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",2.0,False
-18444,2024-12-04 18:32:39,17331024911,4,New Quote,5,general,36,7.7,Cancel policy,resolved,Customer disconnected before resolution,3.0,True
-18445,2024-12-04 18:36:34,14815285128,4,New Quote,6,general,236,0.0,Update address,abandoned,Customer abandoned,,False
-18446,2024-12-04 18:59:16,14868987141,3,Policy Changes,5,general,114,3.6,Reinstate lapsed policy,follow_up_needed,Transferred to supervisor,1.0,False
-18447,2024-12-05 07:06:41,16593150366,3,Policy Changes,6,general,92,10.5,Inquire about premium increase,follow_up_needed,"Information provided, no action needed",3.0,False
-18448,2024-12-05 07:13:29,19591674369,3,Policy Changes,5,general,26,3.8,Cancel policy,resolved,Policy updated per customer request,4.0,True
-18449,2024-12-05 07:23:59,15917189373,0,Speak to Agent,5,general,96,5.6,Add driver to policy,transferred,Callback scheduled for tomorrow,3.0,False
-18450,2024-12-05 07:31:11,14314236306,2,Billing & Payments,4,billing,101,4.8,Update address,follow_up_needed,Escalated to claims adjuster,4.0,False
-18451,2024-12-05 07:40:33,13384482179,4,New Quote,6,general,126,7.7,Filing new auto claim,follow_up_needed,Payment processed successfully,2.0,False
-18452,2024-12-05 08:15:59,14259013057,0,Speak to Agent,6,general,178,5.7,Reinstate lapsed policy,resolved,"Information provided, no action needed",3.0,True
-18453,2024-12-05 08:16:08,16108469441,4,New Quote,5,general,227,4.6,Inquire about premium increase,resolved,Customer disconnected before resolution,5.0,True
-18454,2024-12-05 08:19:02,16409715112,1,Claims,7,claims,82,5.6,Remove vehicle from policy,resolved,Escalated to claims adjuster,4.0,True
-18455,2024-12-05 08:27:52,13892284165,1,Claims,2,claims,115,5.6,Cancel policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-18456,2024-12-05 08:30:59,12021164897,1,Claims,2,claims,97,9.5,Payment not processed,resolved,Policy updated per customer request,4.0,True
-18457,2024-12-05 08:33:29,12922379357,3,Policy Changes,5,general,62,0.0,Request proof of insurance,abandoned,Customer abandoned,,False
-18458,2024-12-05 08:39:15,14526191956,0,Speak to Agent,5,general,154,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-18459,2024-12-05 08:44:34,19612734672,4,New Quote,5,general,189,8.9,Inquire about premium increase,resolved,Customer disconnected before resolution,3.0,True
-18460,2024-12-05 08:58:12,12799788983,3,Policy Changes,6,general,105,8.3,Ask about discounts,resolved,Transferred to supervisor,3.0,True
-18461,2024-12-05 09:07:17,13209863303,4,New Quote,6,general,57,8.2,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-18462,2024-12-05 09:12:53,15591306823,2,Billing & Payments,4,billing,153,3.9,Request payment plan,follow_up_needed,Transferred to supervisor,3.0,False
-18463,2024-12-05 09:30:44,18860414767,3,Policy Changes,6,general,97,12.8,Request proof of insurance,resolved,Transferred to supervisor,3.0,True
-18464,2024-12-05 09:40:06,13229164923,3,Policy Changes,5,general,138,6.7,Report accident,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-18465,2024-12-05 09:53:36,13907175702,0,Speak to Agent,5,general,224,2.0,Request ID cards,transferred,Escalated to claims adjuster,3.0,False
-18466,2024-12-05 09:59:43,12270768908,1,Claims,7,claims,28,6.3,Payment not processed,resolved,Payment processed successfully,3.0,True
-18467,2024-12-05 10:11:34,15137641631,2,Billing & Payments,8,billing,111,0.9,Remove vehicle from policy,resolved,Payment processed successfully,3.0,True
-18468,2024-12-05 10:33:15,18405981652,1,Claims,7,claims,111,4.8,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-18469,2024-12-05 10:47:01,18418155474,3,Policy Changes,5,general,247,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-18470,2024-12-05 10:52:37,18412926158,4,New Quote,6,general,347,9.4,Claim status inquiry,resolved,Customer requested manager,5.0,True
-18471,2024-12-05 11:00:07,18227141054,0,Speak to Agent,6,general,217,9.7,Update payment method,follow_up_needed,"Information provided, no action needed",5.0,False
-18472,2024-12-05 11:04:13,14958943271,4,New Quote,6,general,167,8.4,Inquire about premium increase,resolved,Policy updated per customer request,4.0,True
-18473,2024-12-05 11:05:00,12979458801,4,New Quote,6,general,352,6.2,Ask about discounts,follow_up_needed,"Claim filed, reference number provided",2.0,False
-18474,2024-12-05 11:15:09,14702290619,3,Policy Changes,5,general,222,4.2,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-18475,2024-12-05 11:16:51,15893020549,1,Claims,2,claims,50,5.2,Update address,follow_up_needed,Payment processed successfully,5.0,False
-18476,2024-12-05 11:18:12,16980712597,1,Claims,7,claims,26,10.7,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-18477,2024-12-05 11:35:55,15982809854,1,Claims,7,claims,69,4.4,Dispute claim denial,resolved,Customer requested manager,3.0,True
-18478,2024-12-05 11:41:57,18714875728,3,Policy Changes,6,general,116,5.9,Report accident,transferred,Policy updated per customer request,3.0,False
-18479,2024-12-05 11:51:48,16458394769,0,Speak to Agent,6,general,255,5.9,General coverage question,resolved,Callback scheduled for tomorrow,4.0,True
-18480,2024-12-05 11:51:52,13760449228,2,Billing & Payments,3,billing,109,0.0,Update payment method,abandoned,Customer abandoned,,False
-18481,2024-12-05 11:53:28,17963951353,2,Billing & Payments,8,billing,71,2.3,Request ID cards,resolved,Transferred to supervisor,4.0,True
-18482,2024-12-05 12:16:18,18320758461,4,New Quote,5,general,118,8.3,Complaint about service,resolved,Escalated to claims adjuster,5.0,True
-18483,2024-12-05 12:19:12,13878616775,0,Speak to Agent,5,general,207,6.1,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-18484,2024-12-05 12:34:42,13693216530,1,Claims,1,claims,18,6.3,Inquire about premium increase,follow_up_needed,Escalated to claims adjuster,2.0,False
-18485,2024-12-05 12:37:36,15589871965,0,Speak to Agent,6,general,93,10.0,General coverage question,resolved,Resolved on first call,3.0,True
-18486,2024-12-05 12:47:27,18409123571,4,New Quote,6,general,56,11.1,Filing new auto claim,follow_up_needed,Customer requested manager,3.0,False
-18487,2024-12-05 12:54:01,14718514688,1,Claims,7,claims,82,6.6,Complaint about service,transferred,Policy updated per customer request,4.0,False
-18488,2024-12-05 12:58:49,13473356661,1,Claims,1,claims,103,4.1,Add driver to policy,follow_up_needed,"Information provided, no action needed",3.0,False
-18489,2024-12-05 13:12:47,14061496729,0,Speak to Agent,5,general,72,0.5,Update address,resolved,"Claim filed, reference number provided",3.0,True
-18490,2024-12-05 13:43:18,13166668456,3,Policy Changes,5,general,167,7.6,Remove vehicle from policy,follow_up_needed,Payment processed successfully,1.0,False
-18491,2024-12-05 14:01:55,17436568154,1,Claims,1,claims,86,0.0,Complaint about service,abandoned,Customer abandoned,,False
-18492,2024-12-05 14:16:21,14466867459,1,Claims,1,claims,0,3.8,Request proof of insurance,follow_up_needed,"Claim filed, reference number provided",4.0,False
-18493,2024-12-05 14:36:39,17510850821,1,Claims,7,claims,149,2.0,Filing new auto claim,follow_up_needed,Payment processed successfully,3.0,False
-18494,2024-12-05 15:01:56,14128101043,4,New Quote,5,general,145,2.9,Reinstate lapsed policy,resolved,Policy updated per customer request,3.0,True
-18495,2024-12-05 15:07:44,12439567220,3,Policy Changes,5,general,137,4.5,Report accident,transferred,Callback scheduled for tomorrow,5.0,False
-18496,2024-12-05 15:30:21,18957820908,3,Policy Changes,6,general,16,8.4,Report accident,resolved,Policy updated per customer request,4.0,True
-18497,2024-12-05 15:39:04,13881428544,0,Speak to Agent,5,general,24,4.1,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-18498,2024-12-05 15:58:33,16025839349,4,New Quote,6,general,97,0.0,Update address,abandoned,Customer abandoned,,False
-18499,2024-12-05 16:06:23,16665351806,2,Billing & Payments,4,billing,150,8.4,Change coverage level,resolved,Customer disconnected before resolution,2.0,True
-18500,2024-12-05 16:21:12,18873828221,0,Speak to Agent,6,general,45,9.6,Request proof of insurance,transferred,"Information provided, no action needed",2.0,False
-18501,2024-12-05 16:26:48,18642997198,2,Billing & Payments,4,billing,130,3.0,Request payment plan,resolved,Callback scheduled for tomorrow,3.0,True
-18502,2024-12-05 16:58:01,14834020852,2,Billing & Payments,8,billing,36,5.8,Request ID cards,resolved,Payment processed successfully,5.0,True
-18503,2024-12-05 17:02:18,15132721740,2,Billing & Payments,8,billing,101,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-18504,2024-12-05 17:18:12,14957905809,2,Billing & Payments,8,billing,0,4.7,Add driver to policy,resolved,Payment processed successfully,5.0,True
-18505,2024-12-05 17:20:56,15449535988,4,New Quote,5,general,335,4.7,Cancel policy,resolved,Escalated to claims adjuster,3.0,True
-18506,2024-12-05 17:22:42,19625268286,3,Policy Changes,6,general,126,8.3,Inquire about premium increase,resolved,"Claim filed, reference number provided",4.0,True
-18507,2024-12-05 17:29:16,17657638898,0,Speak to Agent,5,general,274,3.4,Request payment plan,follow_up_needed,Transferred to supervisor,1.0,False
-18508,2024-12-05 17:34:17,16351293438,1,Claims,2,claims,182,3.4,General coverage question,transferred,Policy updated per customer request,2.0,False
-18509,2024-12-05 17:41:15,14705853197,1,Claims,7,claims,144,5.2,Change coverage level,follow_up_needed,Resolved on first call,4.0,False
-18510,2024-12-05 17:58:46,19900751845,2,Billing & Payments,4,billing,84,3.5,Add driver to policy,resolved,Callback scheduled for tomorrow,4.0,True
-18511,2024-12-05 18:12:11,12104448030,2,Billing & Payments,4,billing,129,1.8,Dispute claim denial,resolved,"Claim filed, reference number provided",5.0,True
-18512,2024-12-05 18:21:37,15543832377,0,Speak to Agent,5,general,172,4.3,Change coverage level,follow_up_needed,Customer requested manager,5.0,False
-18513,2024-12-05 18:31:30,18978610270,3,Policy Changes,6,general,76,11.7,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-18514,2024-12-06 07:05:59,15742260362,1,Claims,1,claims,243,2.9,General coverage question,follow_up_needed,Payment processed successfully,2.0,False
-18515,2024-12-06 07:14:42,14782115443,1,Claims,2,claims,130,10.8,Request payment plan,resolved,Customer disconnected before resolution,5.0,True
-18516,2024-12-06 07:17:15,18688516785,0,Speak to Agent,6,general,126,6.3,Payment not processed,resolved,Callback scheduled for tomorrow,4.0,True
-18517,2024-12-06 08:09:22,19661873217,2,Billing & Payments,4,billing,152,4.9,Request payment plan,transferred,Escalated to claims adjuster,3.0,False
-18518,2024-12-06 08:14:47,14031624181,3,Policy Changes,5,general,49,6.9,Request ID cards,follow_up_needed,"Claim filed, reference number provided",2.0,False
-18519,2024-12-06 08:14:56,19793430971,4,New Quote,5,general,112,0.0,Request payment plan,abandoned,Customer abandoned,,False
-18520,2024-12-06 08:28:24,14323346854,0,Speak to Agent,5,general,56,5.0,Cancel policy,resolved,Payment processed successfully,3.0,True
-18521,2024-12-06 08:31:09,12681295689,0,Speak to Agent,6,general,194,8.4,Ask about discounts,resolved,"Information provided, no action needed",3.0,True
-18522,2024-12-06 08:36:17,13626725761,4,New Quote,6,general,0,8.3,Add driver to policy,transferred,Transferred to supervisor,2.0,False
-18523,2024-12-06 08:57:42,13273813217,4,New Quote,6,general,105,11.7,Add driver to policy,transferred,Customer disconnected before resolution,4.0,False
-18524,2024-12-06 08:58:46,14626135348,4,New Quote,6,general,174,8.7,Reinstate lapsed policy,resolved,Transferred to supervisor,4.0,True
-18525,2024-12-06 09:16:43,15602204820,4,New Quote,5,general,115,6.2,Report accident,resolved,"Claim filed, reference number provided",3.0,True
-18526,2024-12-06 09:24:39,17918179600,2,Billing & Payments,8,billing,301,6.1,Payment not processed,resolved,Escalated to claims adjuster,4.0,True
-18527,2024-12-06 09:27:57,12958949766,2,Billing & Payments,8,billing,115,10.3,Ask about discounts,resolved,Escalated to claims adjuster,3.0,True
-18528,2024-12-06 09:33:31,13574064487,3,Policy Changes,6,general,154,4.4,Report accident,resolved,Policy updated per customer request,4.0,True
-18529,2024-12-06 09:38:21,16185123136,0,Speak to Agent,6,general,174,7.6,Ask about deductible,resolved,"Information provided, no action needed",3.0,True
-18530,2024-12-06 09:39:37,15603486244,2,Billing & Payments,8,billing,171,6.0,Complaint about service,transferred,Resolved on first call,3.0,False
-18531,2024-12-06 09:46:25,13648967261,1,Claims,1,claims,106,5.5,Ask about deductible,resolved,Customer disconnected before resolution,4.0,True
-18532,2024-12-06 09:50:30,16847194107,1,Claims,7,claims,155,3.9,Update address,resolved,Callback scheduled for tomorrow,5.0,True
-18533,2024-12-06 10:02:11,17278682537,0,Speak to Agent,5,general,236,5.6,Payment not processed,follow_up_needed,"Information provided, no action needed",3.0,False
-18534,2024-12-06 10:06:58,13877801077,0,Speak to Agent,6,general,96,7.1,Ask about discounts,resolved,Escalated to claims adjuster,3.0,True
-18535,2024-12-06 10:20:44,12418994072,1,Claims,7,claims,227,10.6,Add driver to policy,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-18536,2024-12-06 11:02:01,12244529808,2,Billing & Payments,3,billing,129,5.3,Update payment method,resolved,Customer requested manager,4.0,True
-18537,2024-12-06 11:18:09,15648595262,1,Claims,2,claims,245,4.2,Update address,follow_up_needed,"Information provided, no action needed",4.0,False
-18538,2024-12-06 11:19:41,19491260926,2,Billing & Payments,8,billing,67,4.5,Remove vehicle from policy,resolved,"Claim filed, reference number provided",3.0,True
-18539,2024-12-06 11:19:45,18729942509,3,Policy Changes,5,general,0,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-18540,2024-12-06 11:24:19,18523631491,3,Policy Changes,5,general,78,2.8,Payment not processed,follow_up_needed,Customer requested manager,2.0,False
-18541,2024-12-06 11:25:19,17072219366,2,Billing & Payments,8,billing,148,7.8,Change coverage level,resolved,Policy updated per customer request,3.0,True
-18542,2024-12-06 11:25:39,13108660207,4,New Quote,5,general,0,7.0,Ask about deductible,resolved,Escalated to claims adjuster,5.0,True
-18543,2024-12-06 11:54:45,16285028062,4,New Quote,5,general,166,3.5,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-18544,2024-12-06 12:05:43,14606059259,1,Claims,2,claims,299,10.8,Ask about deductible,follow_up_needed,Transferred to supervisor,3.0,False
-18545,2024-12-06 12:19:15,13914225086,0,Speak to Agent,6,general,29,8.6,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-18546,2024-12-06 12:38:43,13030255764,0,Speak to Agent,6,general,249,6.5,Ask about deductible,follow_up_needed,Transferred to supervisor,2.0,False
-18547,2024-12-06 12:53:01,13904431677,1,Claims,1,claims,102,6.3,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-18548,2024-12-06 13:03:21,12724632468,0,Speak to Agent,5,general,119,6.4,Ask about deductible,follow_up_needed,Transferred to supervisor,4.0,False
-18549,2024-12-06 13:07:23,14546946254,2,Billing & Payments,4,billing,235,2.4,Payment not processed,transferred,Resolved on first call,2.0,False
-18550,2024-12-06 13:09:31,16320988362,1,Claims,7,claims,104,7.2,Remove vehicle from policy,resolved,Resolved on first call,5.0,True
-18551,2024-12-06 13:14:04,13902568248,4,New Quote,6,general,81,5.9,Cancel policy,resolved,Customer requested manager,3.0,True
-18552,2024-12-06 13:23:19,18236414983,0,Speak to Agent,5,general,111,1.8,Request ID cards,resolved,Policy updated per customer request,4.0,True
-18553,2024-12-06 13:25:01,14973715287,0,Speak to Agent,6,general,263,6.6,Cancel policy,resolved,Resolved on first call,3.0,True
-18554,2024-12-06 13:25:53,13281659074,2,Billing & Payments,8,billing,129,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-18555,2024-12-06 13:27:46,18352121209,2,Billing & Payments,3,billing,323,1.0,Reinstate lapsed policy,transferred,Resolved on first call,2.0,False
-18556,2024-12-06 13:28:01,16628636306,1,Claims,2,claims,66,11.2,Complaint about service,resolved,Resolved on first call,3.0,True
-18557,2024-12-06 13:31:49,13064452320,2,Billing & Payments,8,billing,83,0.0,Report accident,abandoned,Customer abandoned,,False
-18558,2024-12-06 13:33:13,17165607205,3,Policy Changes,6,general,201,2.6,Complaint about service,resolved,"Claim filed, reference number provided",4.0,True
-18559,2024-12-06 13:38:03,13254755994,2,Billing & Payments,4,billing,161,8.6,Remove vehicle from policy,resolved,"Information provided, no action needed",3.0,True
-18560,2024-12-06 13:47:27,16076965712,0,Speak to Agent,6,general,31,9.5,Request payment plan,follow_up_needed,Transferred to supervisor,3.0,False
-18561,2024-12-06 14:25:00,15482881866,0,Speak to Agent,5,general,115,4.8,Update address,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-18562,2024-12-06 14:40:52,16336711538,3,Policy Changes,5,general,0,8.3,Ask about discounts,resolved,Payment processed successfully,5.0,True
-18563,2024-12-06 15:01:53,12062980588,4,New Quote,5,general,70,7.1,Request ID cards,resolved,Transferred to supervisor,5.0,True
-18564,2024-12-06 15:17:14,17231805626,0,Speak to Agent,5,general,110,4.9,Remove vehicle from policy,resolved,Customer disconnected before resolution,4.0,True
-18565,2024-12-06 15:18:06,13157633839,3,Policy Changes,5,general,57,1.6,General coverage question,follow_up_needed,Transferred to supervisor,4.0,False
-18566,2024-12-06 15:18:25,18340927940,4,New Quote,6,general,233,9.8,Cancel policy,resolved,Escalated to claims adjuster,3.0,True
-18567,2024-12-06 15:59:41,18916253663,4,New Quote,5,general,13,5.0,Change coverage level,resolved,Resolved on first call,3.0,True
-18568,2024-12-06 16:13:41,18628341164,2,Billing & Payments,8,billing,138,3.5,Change coverage level,resolved,"Claim filed, reference number provided",3.0,True
-18569,2024-12-06 16:23:22,14840761265,0,Speak to Agent,6,general,68,6.4,Filing new auto claim,resolved,Transferred to supervisor,4.0,True
-18570,2024-12-06 16:51:03,19922226886,2,Billing & Payments,4,billing,244,6.5,Request ID cards,resolved,Escalated to claims adjuster,3.0,True
-18571,2024-12-06 16:57:47,13354879008,2,Billing & Payments,4,billing,113,9.4,Request proof of insurance,transferred,"Claim filed, reference number provided",3.0,False
-18572,2024-12-06 17:05:50,13553121028,1,Claims,7,claims,133,6.5,Report accident,resolved,Resolved on first call,3.0,True
-18573,2024-12-06 17:15:15,14753853459,0,Speak to Agent,5,general,68,7.4,General coverage question,follow_up_needed,"Information provided, no action needed",3.0,False
-18574,2024-12-06 17:26:34,14119884697,0,Speak to Agent,6,general,201,6.3,General coverage question,resolved,Transferred to supervisor,2.0,True
-18575,2024-12-06 17:35:07,19474865680,0,Speak to Agent,5,general,196,4.6,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-18576,2024-12-06 17:35:10,19554276735,0,Speak to Agent,6,general,198,3.3,Reinstate lapsed policy,resolved,Resolved on first call,4.0,True
-18577,2024-12-06 17:40:48,17584487261,4,New Quote,5,general,95,4.3,Ask about discounts,resolved,Payment processed successfully,4.0,True
-18578,2024-12-06 17:48:37,15837285422,2,Billing & Payments,8,billing,234,7.0,Request payment plan,resolved,Policy updated per customer request,4.0,True
-18579,2024-12-06 18:02:25,16664375633,1,Claims,2,claims,38,10.2,Update payment method,resolved,Customer requested manager,4.0,True
-18580,2024-12-06 18:42:24,18554281085,2,Billing & Payments,3,billing,41,4.0,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-18581,2024-12-06 18:59:24,19122552710,1,Claims,1,claims,132,6.8,Update address,resolved,Payment processed successfully,4.0,True
-18582,2024-12-07 09:06:14,13143990842,4,New Quote,6,general,209,8.3,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",3.0,True
-18583,2024-12-07 09:16:36,12994064730,3,Policy Changes,5,general,122,4.7,Reinstate lapsed policy,transferred,"Claim filed, reference number provided",2.0,False
-18584,2024-12-07 09:20:39,14599720650,1,Claims,7,claims,195,9.1,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-18585,2024-12-07 09:22:33,16180009923,0,Speak to Agent,5,general,11,4.8,Update address,follow_up_needed,Payment processed successfully,2.0,False
-18586,2024-12-07 09:27:19,14966044341,2,Billing & Payments,4,billing,155,6.9,Complaint about service,resolved,Customer requested manager,4.0,True
-18587,2024-12-07 09:40:59,15875435050,3,Policy Changes,6,general,252,8.1,Change coverage level,resolved,Resolved on first call,5.0,True
-18588,2024-12-07 09:46:14,15115610164,2,Billing & Payments,4,billing,220,5.2,Complaint about service,transferred,Callback scheduled for tomorrow,4.0,False
-18589,2024-12-07 09:55:39,15684904472,0,Speak to Agent,5,general,81,2.5,Ask about discounts,resolved,Payment processed successfully,3.0,True
-18590,2024-12-07 10:24:52,14358599044,0,Speak to Agent,6,general,115,7.6,Reinstate lapsed policy,transferred,Resolved on first call,5.0,False
-18591,2024-12-07 10:40:41,19365482613,3,Policy Changes,5,general,157,3.7,Update payment method,resolved,Resolved on first call,4.0,True
-18592,2024-12-07 11:07:38,19641123086,0,Speak to Agent,6,general,63,9.1,Dispute claim denial,follow_up_needed,Customer disconnected before resolution,3.0,False
-18593,2024-12-07 11:11:47,13984935044,3,Policy Changes,6,general,114,5.4,Request payment plan,transferred,Payment processed successfully,3.0,False
-18594,2024-12-07 11:11:59,12556825429,4,New Quote,5,general,0,6.1,Change coverage level,transferred,Transferred to supervisor,5.0,False
-18595,2024-12-07 11:39:49,13295945626,2,Billing & Payments,8,billing,21,2.4,Claim status inquiry,resolved,Policy updated per customer request,4.0,True
-18596,2024-12-07 11:43:40,15032932702,1,Claims,1,claims,0,9.6,Ask about discounts,resolved,Resolved on first call,3.0,True
-18597,2024-12-07 11:49:05,14545684706,4,New Quote,6,general,101,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-18598,2024-12-07 11:55:47,14009932165,0,Speak to Agent,6,general,182,9.7,Remove vehicle from policy,transferred,Policy updated per customer request,3.0,False
-18599,2024-12-07 11:56:48,16609264825,0,Speak to Agent,5,general,181,7.7,Complaint about service,resolved,Resolved on first call,4.0,True
-18600,2024-12-07 12:14:50,12068060719,3,Policy Changes,5,general,168,6.8,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-18601,2024-12-07 12:20:04,12807439271,3,Policy Changes,5,general,70,6.6,Dispute claim denial,resolved,"Information provided, no action needed",3.0,True
-18602,2024-12-07 12:23:45,12760963642,1,Claims,2,claims,189,10.7,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,4.0,True
-18603,2024-12-07 12:24:19,19813581079,1,Claims,2,claims,140,9.1,Add driver to policy,resolved,Customer disconnected before resolution,5.0,True
-18604,2024-12-07 12:25:35,16892137413,0,Speak to Agent,5,general,134,7.6,Ask about discounts,resolved,Policy updated per customer request,4.0,True
-18605,2024-12-07 12:29:53,19546659844,0,Speak to Agent,5,general,141,4.4,Update address,resolved,Transferred to supervisor,4.0,True
-18606,2024-12-07 12:32:55,19152504987,3,Policy Changes,6,general,82,8.5,Update address,resolved,Callback scheduled for tomorrow,3.0,True
-18607,2024-12-07 12:36:57,17874705892,0,Speak to Agent,5,general,114,8.9,Payment not processed,resolved,"Claim filed, reference number provided",4.0,True
-18608,2024-12-07 12:45:39,14997842162,0,Speak to Agent,6,general,233,10.7,Add driver to policy,resolved,"Claim filed, reference number provided",4.0,True
-18609,2024-12-07 12:46:48,13745182526,3,Policy Changes,6,general,247,11.6,General coverage question,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-18610,2024-12-07 12:55:14,14209396223,0,Speak to Agent,6,general,24,9.5,Remove vehicle from policy,resolved,Customer requested manager,3.0,True
-18611,2024-12-09 07:07:05,12909782580,0,Speak to Agent,6,general,34,7.9,Request ID cards,resolved,Customer disconnected before resolution,5.0,True
-18612,2024-12-09 07:07:05,19704800593,3,Policy Changes,5,general,325,4.5,Complaint about service,follow_up_needed,Resolved on first call,4.0,False
-18613,2024-12-09 07:16:48,14777192168,0,Speak to Agent,6,general,112,10.3,Inquire about premium increase,resolved,Customer requested manager,4.0,True
-18614,2024-12-09 07:23:05,13846494399,0,Speak to Agent,5,general,0,6.0,Dispute claim denial,resolved,Payment processed successfully,3.0,True
-18615,2024-12-09 07:24:29,14066682663,0,Speak to Agent,6,general,126,5.6,Inquire about premium increase,transferred,"Claim filed, reference number provided",5.0,False
-18616,2024-12-09 07:26:51,15287535356,4,New Quote,6,general,163,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-18617,2024-12-09 07:28:07,16972327798,2,Billing & Payments,3,billing,178,9.3,Complaint about service,resolved,Policy updated per customer request,3.0,True
-18618,2024-12-09 07:30:38,12610007045,4,New Quote,5,general,192,0.5,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-18619,2024-12-09 07:35:16,16714307788,0,Speak to Agent,5,general,105,5.8,Request payment plan,follow_up_needed,Customer requested manager,4.0,False
-18620,2024-12-09 07:42:06,14206630352,4,New Quote,5,general,189,8.3,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-18621,2024-12-09 07:47:43,18776053993,1,Claims,7,claims,78,6.0,Request proof of insurance,follow_up_needed,Customer requested manager,3.0,False
-18622,2024-12-09 07:51:33,15365420018,2,Billing & Payments,8,billing,80,8.1,Dispute claim denial,resolved,Policy updated per customer request,4.0,True
-18623,2024-12-09 08:13:11,12149064708,0,Speak to Agent,6,general,0,9.0,Dispute claim denial,resolved,Customer requested manager,3.0,True
-18624,2024-12-09 08:16:33,12238731884,2,Billing & Payments,4,billing,203,5.8,Ask about discounts,transferred,Policy updated per customer request,1.0,False
-18625,2024-12-09 08:16:42,13541834179,0,Speak to Agent,6,general,0,8.8,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-18626,2024-12-09 08:39:49,19624235988,0,Speak to Agent,5,general,97,5.5,Ask about deductible,resolved,Policy updated per customer request,3.0,True
-18627,2024-12-09 08:44:18,12138209643,1,Claims,7,claims,47,8.0,Remove vehicle from policy,resolved,"Information provided, no action needed",4.0,True
-18628,2024-12-09 08:46:32,16551365153,1,Claims,7,claims,185,8.0,Cancel policy,resolved,Escalated to claims adjuster,3.0,True
-18629,2024-12-09 09:01:11,16564255101,4,New Quote,6,general,46,0.0,Update payment method,abandoned,Customer abandoned,,False
-18630,2024-12-09 09:06:39,16153438494,1,Claims,2,claims,136,13.0,Update address,resolved,Transferred to supervisor,3.0,True
-18631,2024-12-09 09:07:15,14231743945,4,New Quote,5,general,260,7.1,Ask about discounts,resolved,"Claim filed, reference number provided",3.0,True
-18632,2024-12-09 09:14:42,13145130897,0,Speak to Agent,5,general,240,9.6,Payment not processed,resolved,Policy updated per customer request,4.0,True
-18633,2024-12-09 09:16:46,16481060779,2,Billing & Payments,8,billing,298,7.9,Ask about discounts,follow_up_needed,Policy updated per customer request,2.0,False
-18634,2024-12-09 09:18:58,19831592545,3,Policy Changes,5,general,205,2.0,Remove vehicle from policy,transferred,Policy updated per customer request,2.0,False
-18635,2024-12-09 09:20:18,14950938238,4,New Quote,6,general,0,7.1,Change coverage level,transferred,Customer disconnected before resolution,2.0,False
-18636,2024-12-09 09:23:26,13397834581,1,Claims,1,claims,73,10.9,Payment not processed,follow_up_needed,"Information provided, no action needed",3.0,False
-18637,2024-12-09 09:24:04,18851013224,0,Speak to Agent,5,general,63,6.3,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-18638,2024-12-09 09:30:23,15308825121,3,Policy Changes,5,general,0,6.6,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-18639,2024-12-09 09:42:00,19846893762,1,Claims,1,claims,176,0.6,Payment not processed,resolved,Transferred to supervisor,4.0,True
-18640,2024-12-09 09:51:35,15081241258,2,Billing & Payments,3,billing,121,0.8,Request ID cards,transferred,Customer requested manager,2.0,False
-18641,2024-12-09 09:52:02,13681107401,3,Policy Changes,6,general,33,9.5,Report accident,resolved,Customer disconnected before resolution,5.0,True
-18642,2024-12-09 09:57:09,16435736517,0,Speak to Agent,5,general,98,6.1,Claim status inquiry,resolved,Transferred to supervisor,2.0,True
-18643,2024-12-09 09:59:09,19395466959,4,New Quote,5,general,136,8.6,Claim status inquiry,resolved,Customer disconnected before resolution,4.0,True
-18644,2024-12-09 10:11:43,19727814038,0,Speak to Agent,6,general,240,9.3,Filing new auto claim,follow_up_needed,Resolved on first call,2.0,False
-18645,2024-12-09 10:18:29,13922536160,2,Billing & Payments,8,billing,72,5.7,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-18646,2024-12-09 10:20:52,15032856247,4,New Quote,6,general,74,11.3,Update address,follow_up_needed,Resolved on first call,4.0,False
-18647,2024-12-09 10:22:20,16813480079,2,Billing & Payments,4,billing,26,12.7,Change coverage level,follow_up_needed,"Claim filed, reference number provided",4.0,False
-18648,2024-12-09 10:33:29,14065366183,2,Billing & Payments,4,billing,134,6.6,Add driver to policy,resolved,Policy updated per customer request,5.0,True
-18649,2024-12-09 10:36:34,13139867294,3,Policy Changes,6,general,168,5.7,Dispute claim denial,resolved,Customer disconnected before resolution,5.0,True
-18650,2024-12-09 10:38:06,15979936000,0,Speak to Agent,5,general,103,1.0,Reinstate lapsed policy,resolved,Payment processed successfully,3.0,True
-18651,2024-12-09 10:38:42,13187977811,4,New Quote,6,general,19,5.4,Payment not processed,resolved,Resolved on first call,4.0,True
-18652,2024-12-09 10:43:32,14037319181,2,Billing & Payments,3,billing,128,3.3,Ask about deductible,resolved,Policy updated per customer request,1.0,True
-18653,2024-12-09 10:58:17,17149088807,0,Speak to Agent,6,general,207,9.6,Request ID cards,resolved,Customer disconnected before resolution,2.0,True
-18654,2024-12-09 11:04:07,14555422890,1,Claims,1,claims,283,3.3,Ask about discounts,follow_up_needed,Policy updated per customer request,4.0,False
-18655,2024-12-09 11:05:03,16339178926,4,New Quote,5,general,81,4.7,Claim status inquiry,follow_up_needed,Transferred to supervisor,1.0,False
-18656,2024-12-09 11:12:09,15303250629,0,Speak to Agent,6,general,105,6.7,Report accident,follow_up_needed,"Claim filed, reference number provided",2.0,False
-18657,2024-12-09 11:14:08,18308319374,2,Billing & Payments,4,billing,236,8.6,Inquire about premium increase,resolved,Payment processed successfully,5.0,True
-18658,2024-12-09 11:16:29,13023006249,3,Policy Changes,6,general,139,5.7,Report accident,resolved,Customer disconnected before resolution,4.0,True
-18659,2024-12-09 11:19:34,12583187334,2,Billing & Payments,4,billing,0,8.3,Filing new auto claim,resolved,Customer requested manager,4.0,True
-18660,2024-12-09 11:24:17,14585852166,3,Policy Changes,6,general,102,3.5,Payment not processed,follow_up_needed,"Claim filed, reference number provided",4.0,False
-18661,2024-12-09 11:40:13,15907230785,2,Billing & Payments,8,billing,0,3.7,Claim status inquiry,resolved,Escalated to claims adjuster,5.0,True
-18662,2024-12-09 11:48:54,14521003475,0,Speak to Agent,6,general,256,6.5,Request payment plan,resolved,Resolved on first call,5.0,True
-18663,2024-12-09 11:49:26,16590706489,0,Speak to Agent,5,general,130,1.1,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-18664,2024-12-09 12:11:38,17118564368,0,Speak to Agent,5,general,61,6.3,Request ID cards,resolved,Customer disconnected before resolution,3.0,True
-18665,2024-12-09 12:38:05,16084128430,4,New Quote,5,general,21,8.2,Payment not processed,resolved,"Claim filed, reference number provided",3.0,True
-18666,2024-12-09 12:44:54,19966021478,2,Billing & Payments,3,billing,222,3.8,Request proof of insurance,resolved,Policy updated per customer request,4.0,True
-18667,2024-12-09 13:10:11,18716160008,4,New Quote,6,general,160,6.3,Filing new auto claim,resolved,Transferred to supervisor,3.0,True
-18668,2024-12-09 13:21:43,19691724367,3,Policy Changes,5,general,107,4.7,Request payment plan,follow_up_needed,Transferred to supervisor,3.0,False
-18669,2024-12-09 13:27:56,15592463032,4,New Quote,6,general,29,6.1,Dispute claim denial,resolved,Policy updated per customer request,4.0,True
-18670,2024-12-09 13:35:41,12654956440,4,New Quote,5,general,96,6.6,Complaint about service,resolved,Payment processed successfully,4.0,True
-18671,2024-12-09 13:35:55,19147035197,4,New Quote,6,general,163,6.6,Ask about discounts,resolved,Policy updated per customer request,4.0,True
-18672,2024-12-09 13:39:09,17663597897,0,Speak to Agent,6,general,53,10.5,Ask about deductible,transferred,Policy updated per customer request,4.0,False
-18673,2024-12-09 13:40:33,13025514039,1,Claims,7,claims,153,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-18674,2024-12-09 14:04:46,15117531949,3,Policy Changes,5,general,97,7.7,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-18675,2024-12-09 14:26:14,15022428805,0,Speak to Agent,5,general,69,3.6,Request payment plan,transferred,Transferred to supervisor,4.0,False
-18676,2024-12-09 14:30:04,17000751231,1,Claims,1,claims,168,8.0,Cancel policy,resolved,Transferred to supervisor,5.0,True
-18677,2024-12-09 14:39:37,16192385141,4,New Quote,5,general,75,1.4,Request ID cards,follow_up_needed,Policy updated per customer request,3.0,False
-18678,2024-12-09 14:40:51,17764323682,1,Claims,7,claims,143,4.2,Request payment plan,follow_up_needed,Customer requested manager,3.0,False
-18679,2024-12-09 14:48:42,13796074480,0,Speak to Agent,6,general,115,5.4,Report accident,follow_up_needed,Policy updated per customer request,4.0,False
-18680,2024-12-09 15:04:29,12244455340,3,Policy Changes,5,general,208,6.3,Inquire about premium increase,follow_up_needed,Payment processed successfully,3.0,False
-18681,2024-12-09 15:20:31,19660002336,3,Policy Changes,6,general,13,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-18682,2024-12-09 15:30:50,13402318798,3,Policy Changes,6,general,108,10.4,Request ID cards,resolved,Policy updated per customer request,5.0,True
-18683,2024-12-09 15:33:08,12883160366,3,Policy Changes,5,general,251,1.4,Ask about deductible,resolved,"Information provided, no action needed",4.0,True
-18684,2024-12-09 15:44:40,18907520944,3,Policy Changes,6,general,109,4.6,Ask about deductible,resolved,Customer requested manager,5.0,True
-18685,2024-12-09 15:46:49,19712572159,4,New Quote,6,general,91,4.4,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-18686,2024-12-09 15:48:02,13668448160,0,Speak to Agent,6,general,88,10.3,General coverage question,resolved,"Information provided, no action needed",3.0,True
-18687,2024-12-09 15:51:27,16088179427,2,Billing & Payments,4,billing,182,4.2,Claim status inquiry,follow_up_needed,Transferred to supervisor,5.0,False
-18688,2024-12-09 15:53:42,13200190376,3,Policy Changes,5,general,215,4.9,Remove vehicle from policy,transferred,Customer requested manager,2.0,False
-18689,2024-12-09 15:56:07,12995771777,4,New Quote,6,general,189,6.9,Request proof of insurance,resolved,"Information provided, no action needed",5.0,True
-18690,2024-12-09 16:08:26,18438664658,4,New Quote,6,general,103,9.1,Update address,transferred,"Information provided, no action needed",5.0,False
-18691,2024-12-09 16:15:51,16257179581,2,Billing & Payments,4,billing,247,0.5,Claim status inquiry,resolved,Policy updated per customer request,4.0,True
-18692,2024-12-09 16:29:26,17020601769,0,Speak to Agent,6,general,117,7.1,Claim status inquiry,resolved,Resolved on first call,5.0,True
-18693,2024-12-09 16:33:54,17926155673,2,Billing & Payments,3,billing,90,6.8,Payment not processed,resolved,Customer disconnected before resolution,5.0,True
-18694,2024-12-09 16:44:32,17907113205,1,Claims,1,claims,280,9.2,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-18695,2024-12-09 16:47:24,19906249117,1,Claims,1,claims,18,3.1,Cancel policy,resolved,Customer requested manager,4.0,True
-18696,2024-12-09 16:54:46,18417537125,0,Speak to Agent,6,general,17,8.5,Report accident,resolved,Customer disconnected before resolution,3.0,True
-18697,2024-12-09 17:07:04,18261191053,3,Policy Changes,5,general,147,4.4,Inquire about premium increase,follow_up_needed,Payment processed successfully,4.0,False
-18698,2024-12-09 17:23:16,14548472740,3,Policy Changes,6,general,92,5.6,Add driver to policy,resolved,"Claim filed, reference number provided",3.0,True
-18699,2024-12-09 17:46:24,18628499511,3,Policy Changes,6,general,213,5.7,Dispute claim denial,resolved,Customer requested manager,4.0,True
-18700,2024-12-09 17:58:03,17313594274,3,Policy Changes,6,general,0,5.9,Payment not processed,resolved,Callback scheduled for tomorrow,5.0,True
-18701,2024-12-09 18:01:59,18566066077,0,Speak to Agent,5,general,159,3.1,Add driver to policy,resolved,Transferred to supervisor,3.0,True
-18702,2024-12-09 18:15:28,19724268190,2,Billing & Payments,8,billing,243,6.3,Add driver to policy,resolved,Transferred to supervisor,3.0,True
-18703,2024-12-09 18:24:05,14503310721,1,Claims,7,claims,66,11.8,Inquire about premium increase,resolved,Resolved on first call,4.0,True
-18704,2024-12-09 18:26:29,16360044881,2,Billing & Payments,3,billing,81,4.5,Request ID cards,transferred,"Claim filed, reference number provided",4.0,False
-18705,2024-12-09 18:33:44,17991871752,1,Claims,7,claims,0,3.1,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-18706,2024-12-09 18:35:58,16998412228,1,Claims,7,claims,0,6.1,Request proof of insurance,resolved,Transferred to supervisor,5.0,True
-18707,2024-12-09 18:53:50,15918230777,2,Billing & Payments,3,billing,111,2.5,Cancel policy,resolved,Escalated to claims adjuster,3.0,True
-18708,2024-12-09 18:59:15,18425842118,0,Speak to Agent,5,general,162,8.3,Change coverage level,resolved,Payment processed successfully,5.0,True
-18709,2024-12-09 18:59:24,16807794102,3,Policy Changes,6,general,263,6.1,Cancel policy,resolved,Policy updated per customer request,3.0,True
-18710,2024-12-10 07:24:55,19300069046,4,New Quote,6,general,27,5.5,Ask about deductible,transferred,Customer requested manager,3.0,False
-18711,2024-12-10 07:37:49,15671440743,0,Speak to Agent,5,general,113,6.8,Add driver to policy,follow_up_needed,Resolved on first call,3.0,False
-18712,2024-12-10 08:01:46,18886194188,3,Policy Changes,5,general,157,6.4,Complaint about service,follow_up_needed,Resolved on first call,3.0,False
-18713,2024-12-10 08:10:33,17930638336,1,Claims,1,claims,106,11.4,General coverage question,resolved,"Information provided, no action needed",4.0,True
-18714,2024-12-10 08:32:51,16704771423,2,Billing & Payments,4,billing,131,7.0,Ask about discounts,resolved,Policy updated per customer request,5.0,True
-18715,2024-12-10 09:10:53,17154513447,2,Billing & Payments,4,billing,70,8.0,Complaint about service,transferred,Resolved on first call,1.0,False
-18716,2024-12-10 09:12:08,13033867742,2,Billing & Payments,4,billing,81,4.6,Claim status inquiry,resolved,Callback scheduled for tomorrow,3.0,True
-18717,2024-12-10 09:13:54,13891529861,3,Policy Changes,5,general,9,0.5,Inquire about premium increase,transferred,Transferred to supervisor,2.0,False
-18718,2024-12-10 09:17:26,18323888795,0,Speak to Agent,5,general,211,2.8,Ask about deductible,resolved,Policy updated per customer request,5.0,True
-18719,2024-12-10 09:20:38,15213683964,1,Claims,7,claims,220,6.3,Update address,resolved,Customer requested manager,4.0,True
-18720,2024-12-10 09:22:21,17310415545,4,New Quote,6,general,0,9.0,Payment not processed,follow_up_needed,Escalated to claims adjuster,1.0,False
-18721,2024-12-10 09:29:50,18586891255,2,Billing & Payments,4,billing,158,0.5,Ask about discounts,resolved,Escalated to claims adjuster,2.0,True
-18722,2024-12-10 09:32:25,13183292330,2,Billing & Payments,4,billing,0,4.0,Request payment plan,resolved,"Information provided, no action needed",5.0,True
-18723,2024-12-10 09:38:10,15453086280,2,Billing & Payments,4,billing,46,6.7,General coverage question,resolved,Resolved on first call,4.0,True
-18724,2024-12-10 09:47:19,16492586222,1,Claims,7,claims,133,4.5,Dispute claim denial,follow_up_needed,Transferred to supervisor,3.0,False
-18725,2024-12-10 09:53:20,17286170171,1,Claims,7,claims,45,4.2,Request ID cards,resolved,Customer requested manager,4.0,True
-18726,2024-12-10 09:54:11,18220653737,0,Speak to Agent,6,general,91,9.9,Report accident,follow_up_needed,Policy updated per customer request,2.0,False
-18727,2024-12-10 09:56:40,15466191908,0,Speak to Agent,6,general,135,0.0,Cancel policy,abandoned,Customer abandoned,,False
-18728,2024-12-10 10:10:21,18107389956,0,Speak to Agent,5,general,96,3.7,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-18729,2024-12-10 10:32:38,14383503798,2,Billing & Payments,4,billing,162,3.1,Update address,resolved,Customer requested manager,2.0,True
-18730,2024-12-10 10:32:46,16410891292,3,Policy Changes,5,general,104,6.9,Complaint about service,resolved,Escalated to claims adjuster,3.0,True
-18731,2024-12-10 10:34:08,14728699642,2,Billing & Payments,8,billing,27,3.3,Complaint about service,resolved,Callback scheduled for tomorrow,2.0,True
-18732,2024-12-10 10:37:29,19710556901,1,Claims,1,claims,0,4.6,Inquire about premium increase,follow_up_needed,Customer requested manager,3.0,False
-18733,2024-12-10 10:38:14,12250214766,4,New Quote,6,general,41,8.9,Add driver to policy,transferred,Transferred to supervisor,3.0,False
-18734,2024-12-10 10:52:23,15614606013,4,New Quote,5,general,194,3.7,Payment not processed,resolved,Transferred to supervisor,5.0,True
-18735,2024-12-10 10:53:04,13413669169,3,Policy Changes,5,general,250,4.2,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-18736,2024-12-10 10:54:49,19802624504,2,Billing & Payments,3,billing,69,5.0,Cancel policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-18737,2024-12-10 10:58:33,15263110493,4,New Quote,5,general,196,0.9,Request ID cards,resolved,Customer disconnected before resolution,3.0,True
-18738,2024-12-10 11:03:33,18366109651,4,New Quote,6,general,162,9.0,Claim status inquiry,transferred,"Information provided, no action needed",2.0,False
-18739,2024-12-10 11:06:09,18811472398,0,Speak to Agent,5,general,364,7.1,Change coverage level,follow_up_needed,Customer requested manager,2.0,False
-18740,2024-12-10 11:24:17,16728027964,0,Speak to Agent,6,general,88,11.4,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-18741,2024-12-10 11:25:03,16790758833,4,New Quote,6,general,30,9.1,Update payment method,follow_up_needed,Resolved on first call,5.0,False
-18742,2024-12-10 11:28:05,13547860254,1,Claims,1,claims,100,4.4,Ask about discounts,resolved,Payment processed successfully,4.0,True
-18743,2024-12-10 11:30:06,15304481003,0,Speak to Agent,5,general,123,6.8,Request proof of insurance,resolved,Customer requested manager,5.0,True
-18744,2024-12-10 11:33:30,18600458016,3,Policy Changes,5,general,205,6.4,Update address,follow_up_needed,Payment processed successfully,3.0,False
-18745,2024-12-10 11:46:13,12245696515,3,Policy Changes,6,general,69,12.6,Payment not processed,transferred,"Claim filed, reference number provided",2.0,False
-18746,2024-12-10 11:51:43,17470680935,1,Claims,2,claims,125,7.9,Payment not processed,resolved,Resolved on first call,4.0,True
-18747,2024-12-10 11:51:45,19405517774,1,Claims,2,claims,166,5.2,Ask about deductible,resolved,Escalated to claims adjuster,4.0,True
-18748,2024-12-10 12:01:49,12470297010,3,Policy Changes,5,general,276,10.3,Ask about discounts,transferred,Payment processed successfully,5.0,False
-18749,2024-12-10 12:17:50,19272101219,3,Policy Changes,6,general,97,10.2,Report accident,resolved,Payment processed successfully,4.0,True
-18750,2024-12-10 12:18:07,14302543141,4,New Quote,6,general,142,6.7,Change coverage level,transferred,"Claim filed, reference number provided",4.0,False
-18751,2024-12-10 12:23:08,14276755060,0,Speak to Agent,5,general,120,4.1,Remove vehicle from policy,follow_up_needed,"Claim filed, reference number provided",4.0,False
-18752,2024-12-10 12:44:29,13163590447,1,Claims,2,claims,0,7.4,Cancel policy,resolved,Policy updated per customer request,4.0,True
-18753,2024-12-10 13:29:24,19295669667,3,Policy Changes,5,general,108,3.3,Request ID cards,resolved,Escalated to claims adjuster,3.0,True
-18754,2024-12-10 13:34:50,15248675273,0,Speak to Agent,6,general,153,13.4,Remove vehicle from policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-18755,2024-12-10 13:53:39,18381151617,0,Speak to Agent,6,general,165,5.6,Report accident,resolved,Escalated to claims adjuster,4.0,True
-18756,2024-12-10 13:55:19,17223010717,4,New Quote,6,general,141,5.1,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-18757,2024-12-10 13:59:51,14094446225,1,Claims,1,claims,56,2.2,General coverage question,resolved,Transferred to supervisor,5.0,True
-18758,2024-12-10 14:01:08,12207250560,1,Claims,1,claims,238,4.9,Change coverage level,transferred,"Information provided, no action needed",4.0,False
-18759,2024-12-10 14:34:18,16386963940,2,Billing & Payments,8,billing,32,1.4,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-18760,2024-12-10 14:37:31,19329729612,1,Claims,2,claims,68,8.5,Dispute claim denial,transferred,"Information provided, no action needed",2.0,False
-18761,2024-12-10 14:38:52,16965472384,3,Policy Changes,5,general,227,4.0,Request payment plan,resolved,"Claim filed, reference number provided",3.0,True
-18762,2024-12-10 14:41:48,15573854278,2,Billing & Payments,8,billing,34,3.6,Request ID cards,resolved,"Claim filed, reference number provided",5.0,True
-18763,2024-12-10 14:43:14,13391876822,4,New Quote,5,general,111,7.9,Request payment plan,resolved,Payment processed successfully,3.0,True
-18764,2024-12-10 14:46:07,14536430573,3,Policy Changes,6,general,261,5.0,Update address,resolved,Callback scheduled for tomorrow,3.0,True
-18765,2024-12-10 15:00:33,17562800373,0,Speak to Agent,5,general,130,3.7,Filing new auto claim,resolved,Payment processed successfully,2.0,True
-18766,2024-12-10 15:01:11,17781793720,3,Policy Changes,6,general,70,13.1,Remove vehicle from policy,resolved,Customer disconnected before resolution,5.0,True
-18767,2024-12-10 15:10:28,13355267591,0,Speak to Agent,5,general,0,1.3,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-18768,2024-12-10 15:11:57,13054939339,1,Claims,1,claims,160,6.1,Filing new auto claim,follow_up_needed,Resolved on first call,3.0,False
-18769,2024-12-10 15:28:39,16875345528,1,Claims,2,claims,109,7.5,Inquire about premium increase,follow_up_needed,Policy updated per customer request,4.0,False
-18770,2024-12-10 15:30:58,15564048846,3,Policy Changes,5,general,5,4.9,Change coverage level,follow_up_needed,"Information provided, no action needed",5.0,False
-18771,2024-12-10 15:44:42,15101324315,1,Claims,1,claims,96,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-18772,2024-12-10 15:55:01,16267912121,1,Claims,7,claims,136,8.0,Inquire about premium increase,resolved,Customer requested manager,3.0,True
-18773,2024-12-10 15:56:24,12523419603,1,Claims,2,claims,0,0.0,General coverage question,abandoned,Customer abandoned,,False
-18774,2024-12-10 16:04:39,13535672483,0,Speak to Agent,6,general,194,2.8,Request ID cards,follow_up_needed,Resolved on first call,3.0,False
-18775,2024-12-10 16:37:15,18928350806,4,New Quote,6,general,185,11.5,Inquire about premium increase,resolved,Transferred to supervisor,3.0,True
-18776,2024-12-10 16:59:14,12806117657,1,Claims,7,claims,90,7.5,Change coverage level,follow_up_needed,Policy updated per customer request,4.0,False
-18777,2024-12-10 17:11:34,15183251979,3,Policy Changes,5,general,192,5.8,Request proof of insurance,resolved,"Claim filed, reference number provided",3.0,True
-18778,2024-12-10 17:19:21,15360501081,2,Billing & Payments,4,billing,111,5.8,Claim status inquiry,resolved,Customer disconnected before resolution,4.0,True
-18779,2024-12-10 17:30:20,17083478763,2,Billing & Payments,4,billing,76,8.5,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-18780,2024-12-10 17:41:30,14366554999,4,New Quote,5,general,232,3.2,Filing new auto claim,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-18781,2024-12-10 17:50:41,12758445573,0,Speak to Agent,6,general,60,5.5,Ask about discounts,follow_up_needed,Resolved on first call,3.0,False
-18782,2024-12-10 17:51:39,19571247750,3,Policy Changes,6,general,44,9.8,General coverage question,resolved,Resolved on first call,4.0,True
-18783,2024-12-10 17:57:02,19620273858,2,Billing & Payments,3,billing,114,4.7,Request proof of insurance,transferred,Escalated to claims adjuster,5.0,False
-18784,2024-12-10 18:12:21,12568020086,4,New Quote,6,general,42,8.6,Dispute claim denial,transferred,Resolved on first call,2.0,False
-18785,2024-12-10 18:13:51,18175518715,0,Speak to Agent,6,general,10,8.4,Ask about discounts,resolved,"Claim filed, reference number provided",5.0,True
-18786,2024-12-10 18:30:20,18804730024,4,New Quote,5,general,116,3.4,Request proof of insurance,follow_up_needed,Payment processed successfully,3.0,False
-18787,2024-12-11 07:08:14,17363817990,2,Billing & Payments,4,billing,141,4.6,Request ID cards,follow_up_needed,Customer requested manager,3.0,False
-18788,2024-12-11 07:55:07,12822237891,2,Billing & Payments,4,billing,26,2.2,Update address,resolved,Callback scheduled for tomorrow,4.0,True
-18789,2024-12-11 08:10:17,17485394345,3,Policy Changes,6,general,260,3.3,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-18790,2024-12-11 08:37:01,12688779848,2,Billing & Payments,4,billing,181,6.4,Cancel policy,follow_up_needed,Customer requested manager,3.0,False
-18791,2024-12-11 08:48:05,17502442781,1,Claims,7,claims,273,2.5,Cancel policy,resolved,"Claim filed, reference number provided",3.0,True
-18792,2024-12-11 08:54:43,13379696177,3,Policy Changes,5,general,98,5.5,Ask about discounts,resolved,"Information provided, no action needed",5.0,True
-18793,2024-12-11 08:55:55,16134555210,1,Claims,1,claims,141,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-18794,2024-12-11 09:00:16,17630145470,3,Policy Changes,5,general,57,2.5,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-18795,2024-12-11 09:06:24,12751641893,3,Policy Changes,6,general,315,8.9,General coverage question,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-18796,2024-12-11 09:11:00,19501575863,1,Claims,1,claims,249,6.4,Payment not processed,follow_up_needed,Resolved on first call,5.0,False
-18797,2024-12-11 09:14:05,19893981987,1,Claims,1,claims,0,6.5,Remove vehicle from policy,follow_up_needed,Payment processed successfully,4.0,False
-18798,2024-12-11 09:21:11,19433485064,1,Claims,1,claims,187,5.4,Request payment plan,resolved,Customer disconnected before resolution,3.0,True
-18799,2024-12-11 09:22:14,17516396730,0,Speak to Agent,5,general,68,3.4,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-18800,2024-12-11 09:26:09,15507261615,3,Policy Changes,5,general,193,1.1,Remove vehicle from policy,resolved,Policy updated per customer request,4.0,True
-18801,2024-12-11 09:30:09,18239333915,0,Speak to Agent,5,general,16,3.7,Cancel policy,resolved,Transferred to supervisor,3.0,True
-18802,2024-12-11 09:38:51,15139133930,4,New Quote,5,general,64,5.2,Complaint about service,resolved,Resolved on first call,5.0,True
-18803,2024-12-11 09:43:24,17361460320,0,Speak to Agent,5,general,73,3.7,Ask about deductible,resolved,Resolved on first call,3.0,True
-18804,2024-12-11 09:47:44,16214988637,1,Claims,7,claims,0,8.5,Reinstate lapsed policy,follow_up_needed,Customer requested manager,3.0,False
-18805,2024-12-11 09:47:58,15186865385,2,Billing & Payments,3,billing,79,2.9,Payment not processed,transferred,Policy updated per customer request,3.0,False
-18806,2024-12-11 09:57:36,19159317745,1,Claims,1,claims,125,7.0,Change coverage level,resolved,Customer requested manager,4.0,True
-18807,2024-12-11 10:02:02,16003701809,0,Speak to Agent,6,general,165,6.6,Cancel policy,resolved,Payment processed successfully,2.0,True
-18808,2024-12-11 10:09:54,14403618957,4,New Quote,6,general,155,5.8,Dispute claim denial,resolved,Policy updated per customer request,5.0,True
-18809,2024-12-11 10:13:31,12348075109,3,Policy Changes,5,general,58,6.8,Cancel policy,transferred,Policy updated per customer request,3.0,False
-18810,2024-12-11 10:13:55,15872908154,1,Claims,1,claims,35,5.0,Update address,transferred,Customer disconnected before resolution,2.0,False
-18811,2024-12-11 10:16:11,16711700258,3,Policy Changes,6,general,238,7.2,Update payment method,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-18812,2024-12-11 10:21:17,14893926570,4,New Quote,6,general,157,6.1,Request ID cards,resolved,"Claim filed, reference number provided",3.0,True
-18813,2024-12-11 10:23:22,16213453718,0,Speak to Agent,6,general,207,8.6,Remove vehicle from policy,resolved,Customer requested manager,1.0,True
-18814,2024-12-11 10:24:36,19073767559,4,New Quote,5,general,51,0.0,Complaint about service,abandoned,Customer abandoned,,False
-18815,2024-12-11 10:26:25,12502628090,0,Speak to Agent,6,general,140,8.3,Report accident,resolved,Payment processed successfully,4.0,True
-18816,2024-12-11 10:34:07,14969506575,2,Billing & Payments,8,billing,137,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-18817,2024-12-11 10:35:16,14196059422,1,Claims,2,claims,123,10.1,Update payment method,resolved,Policy updated per customer request,3.0,True
-18818,2024-12-11 10:49:01,16702621035,0,Speak to Agent,5,general,279,5.1,Reinstate lapsed policy,follow_up_needed,Customer requested manager,2.0,False
-18819,2024-12-11 11:06:59,17627593092,0,Speak to Agent,5,general,168,7.3,Report accident,resolved,Escalated to claims adjuster,3.0,True
-18820,2024-12-11 11:10:49,16748819032,4,New Quote,5,general,77,5.6,Request payment plan,resolved,Transferred to supervisor,4.0,True
-18821,2024-12-11 11:52:34,19600484889,1,Claims,1,claims,161,10.4,Remove vehicle from policy,transferred,Customer disconnected before resolution,2.0,False
-18822,2024-12-11 12:09:58,19356384973,1,Claims,2,claims,99,4.0,Remove vehicle from policy,resolved,Policy updated per customer request,3.0,True
-18823,2024-12-11 12:15:53,13252900152,3,Policy Changes,6,general,40,11.7,General coverage question,follow_up_needed,Escalated to claims adjuster,5.0,False
-18824,2024-12-11 12:42:13,17043119268,0,Speak to Agent,5,general,26,8.9,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-18825,2024-12-11 12:45:36,12790741466,4,New Quote,6,general,214,11.1,Cancel policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-18826,2024-12-11 13:32:45,16857471406,2,Billing & Payments,4,billing,56,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-18827,2024-12-11 13:48:43,14059419936,2,Billing & Payments,3,billing,47,3.7,Request payment plan,transferred,Customer disconnected before resolution,4.0,False
-18828,2024-12-11 13:49:10,13567687331,1,Claims,7,claims,35,4.4,Request ID cards,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-18829,2024-12-11 14:03:34,16715227588,1,Claims,7,claims,381,8.5,Claim status inquiry,follow_up_needed,Transferred to supervisor,5.0,False
-18830,2024-12-11 14:15:56,19509675237,1,Claims,2,claims,71,6.6,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-18831,2024-12-11 14:15:57,12140632331,1,Claims,1,claims,222,6.9,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-18832,2024-12-11 14:18:10,18910929859,4,New Quote,6,general,105,7.3,Cancel policy,resolved,Payment processed successfully,4.0,True
-18833,2024-12-11 14:23:22,19080141650,0,Speak to Agent,5,general,160,0.5,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-18834,2024-12-11 14:30:02,18130661793,3,Policy Changes,5,general,177,5.5,Report accident,resolved,Transferred to supervisor,4.0,True
-18835,2024-12-11 14:34:32,15331909287,1,Claims,1,claims,41,8.3,Inquire about premium increase,resolved,"Claim filed, reference number provided",5.0,True
-18836,2024-12-11 14:38:19,14271511203,1,Claims,2,claims,30,6.5,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-18837,2024-12-11 14:45:45,15420998386,1,Claims,2,claims,167,11.4,Add driver to policy,transferred,"Claim filed, reference number provided",3.0,False
-18838,2024-12-11 14:59:39,18911526437,3,Policy Changes,6,general,251,6.3,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-18839,2024-12-11 15:00:44,15020825437,3,Policy Changes,6,general,96,1.9,Ask about discounts,resolved,Transferred to supervisor,4.0,True
-18840,2024-12-11 15:14:28,12497141644,4,New Quote,6,general,270,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-18841,2024-12-11 15:39:53,12973223492,0,Speak to Agent,6,general,72,7.0,Update address,follow_up_needed,"Information provided, no action needed",2.0,False
-18842,2024-12-11 16:10:22,16469486985,4,New Quote,5,general,152,5.0,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-18843,2024-12-11 16:17:32,18870273647,3,Policy Changes,6,general,47,13.8,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-18844,2024-12-11 16:27:03,19438657721,4,New Quote,6,general,52,9.1,Request proof of insurance,resolved,Transferred to supervisor,3.0,True
-18845,2024-12-11 16:30:46,17516954843,4,New Quote,5,general,204,3.9,Update address,transferred,Customer disconnected before resolution,4.0,False
-18846,2024-12-11 16:49:07,15050597582,1,Claims,7,claims,313,6.2,Ask about discounts,resolved,Callback scheduled for tomorrow,2.0,True
-18847,2024-12-11 16:50:45,15139536551,3,Policy Changes,6,general,0,6.4,Change coverage level,resolved,"Claim filed, reference number provided",3.0,True
-18848,2024-12-11 16:51:47,17118841100,3,Policy Changes,6,general,90,9.9,Request payment plan,transferred,Callback scheduled for tomorrow,2.0,False
-18849,2024-12-11 16:53:56,16485408781,4,New Quote,6,general,206,4.1,Report accident,resolved,Callback scheduled for tomorrow,4.0,True
-18850,2024-12-11 17:08:41,13496052330,1,Claims,7,claims,151,2.5,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-18851,2024-12-11 17:11:24,17145827736,3,Policy Changes,5,general,0,2.1,Complaint about service,follow_up_needed,Resolved on first call,3.0,False
-18852,2024-12-11 17:22:30,19461078815,2,Billing & Payments,8,billing,246,6.8,Dispute claim denial,resolved,Callback scheduled for tomorrow,5.0,True
-18853,2024-12-11 17:27:56,14305597265,1,Claims,7,claims,487,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-18854,2024-12-11 17:39:00,17684822230,0,Speak to Agent,6,general,247,13.6,Request proof of insurance,transferred,Customer requested manager,4.0,False
-18855,2024-12-11 17:39:51,15201816878,3,Policy Changes,6,general,105,8.8,Update payment method,resolved,Escalated to claims adjuster,5.0,True
-18856,2024-12-11 17:55:37,16152031872,1,Claims,2,claims,66,8.0,Inquire about premium increase,resolved,Customer requested manager,5.0,True
-18857,2024-12-11 18:01:29,13263327283,0,Speak to Agent,6,general,158,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-18858,2024-12-11 18:06:16,17988752131,3,Policy Changes,6,general,159,4.1,Update address,transferred,Customer requested manager,3.0,False
-18859,2024-12-11 18:06:30,16450046820,4,New Quote,5,general,55,7.5,Inquire about premium increase,resolved,Customer requested manager,4.0,True
-18860,2024-12-11 18:09:34,14090508908,2,Billing & Payments,3,billing,0,0.5,General coverage question,transferred,Transferred to supervisor,3.0,False
-18861,2024-12-11 18:10:39,19093784262,0,Speak to Agent,6,general,135,9.5,Request proof of insurance,follow_up_needed,"Claim filed, reference number provided",3.0,False
-18862,2024-12-11 18:19:15,18705034725,3,Policy Changes,6,general,23,11.0,Dispute claim denial,resolved,Callback scheduled for tomorrow,2.0,True
-18863,2024-12-11 18:19:48,13544761368,2,Billing & Payments,3,billing,0,2.1,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-18864,2024-12-11 18:20:15,16280111763,0,Speak to Agent,5,general,140,7.0,Dispute claim denial,follow_up_needed,Payment processed successfully,5.0,False
-18865,2024-12-11 18:32:24,16828385417,4,New Quote,5,general,216,2.0,Request proof of insurance,resolved,Policy updated per customer request,3.0,True
-18866,2024-12-11 18:35:20,17262905065,1,Claims,1,claims,75,6.3,Inquire about premium increase,transferred,Payment processed successfully,1.0,False
-18867,2024-12-11 18:50:28,15227777144,3,Policy Changes,5,general,84,2.9,Dispute claim denial,follow_up_needed,Payment processed successfully,2.0,False
-18868,2024-12-11 18:51:11,14173620639,3,Policy Changes,5,general,0,1.9,General coverage question,resolved,Resolved on first call,5.0,True
-18869,2024-12-11 18:57:25,17210192774,4,New Quote,6,general,147,11.1,Request proof of insurance,transferred,"Claim filed, reference number provided",3.0,False
-18870,2024-12-11 18:57:32,19282936782,4,New Quote,5,general,14,5.1,Change coverage level,resolved,Payment processed successfully,3.0,True
-18871,2024-12-12 07:03:26,12822636290,2,Billing & Payments,4,billing,40,7.6,Ask about deductible,resolved,Resolved on first call,4.0,True
-18872,2024-12-12 07:09:05,13740280783,2,Billing & Payments,3,billing,181,1.7,Cancel policy,follow_up_needed,Payment processed successfully,2.0,False
-18873,2024-12-12 07:11:41,18867170786,3,Policy Changes,6,general,86,5.0,Complaint about service,resolved,Payment processed successfully,2.0,True
-18874,2024-12-12 07:20:36,14492311793,3,Policy Changes,5,general,67,8.3,Inquire about premium increase,follow_up_needed,Resolved on first call,3.0,False
-18875,2024-12-12 07:21:52,15325391260,3,Policy Changes,5,general,235,5.3,Inquire about premium increase,resolved,Resolved on first call,5.0,True
-18876,2024-12-12 07:22:34,13054913268,1,Claims,1,claims,194,6.9,Ask about deductible,follow_up_needed,Customer requested manager,3.0,False
-18877,2024-12-12 07:38:06,15613880426,2,Billing & Payments,4,billing,63,4.5,Payment not processed,resolved,Policy updated per customer request,2.0,True
-18878,2024-12-12 07:47:24,14615504445,0,Speak to Agent,6,general,248,10.7,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-18879,2024-12-12 08:22:10,13913419822,3,Policy Changes,5,general,89,7.9,Payment not processed,resolved,Transferred to supervisor,5.0,True
-18880,2024-12-12 08:24:01,16150852189,2,Billing & Payments,4,billing,172,5.5,Ask about discounts,follow_up_needed,"Claim filed, reference number provided",5.0,False
-18881,2024-12-12 08:41:10,12121824027,3,Policy Changes,5,general,104,1.1,Change coverage level,resolved,Callback scheduled for tomorrow,3.0,True
-18882,2024-12-12 08:57:13,13140752053,3,Policy Changes,6,general,140,9.2,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-18883,2024-12-12 09:01:38,15394797980,0,Speak to Agent,6,general,141,8.3,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-18884,2024-12-12 09:22:13,16627806547,3,Policy Changes,5,general,181,4.1,Reinstate lapsed policy,follow_up_needed,Resolved on first call,2.0,False
-18885,2024-12-12 09:27:19,19796149581,3,Policy Changes,5,general,90,3.9,Claim status inquiry,resolved,Customer disconnected before resolution,4.0,True
-18886,2024-12-12 09:27:34,16658871894,1,Claims,2,claims,74,6.4,Claim status inquiry,resolved,Policy updated per customer request,3.0,True
-18887,2024-12-12 09:34:53,17597164607,3,Policy Changes,5,general,239,4.6,Ask about deductible,resolved,Callback scheduled for tomorrow,5.0,True
-18888,2024-12-12 09:41:35,19633757673,4,New Quote,5,general,182,5.9,Filing new auto claim,resolved,Callback scheduled for tomorrow,4.0,True
-18889,2024-12-12 09:42:37,18876760003,3,Policy Changes,6,general,0,8.7,Claim status inquiry,resolved,Customer requested manager,2.0,True
-18890,2024-12-12 10:00:07,14414706271,1,Claims,7,claims,193,5.4,Inquire about premium increase,resolved,Transferred to supervisor,5.0,True
-18891,2024-12-12 10:07:00,15202572192,2,Billing & Payments,3,billing,135,3.3,Cancel policy,transferred,Payment processed successfully,3.0,False
-18892,2024-12-12 10:07:55,12759102292,3,Policy Changes,5,general,174,3.5,Ask about deductible,follow_up_needed,Transferred to supervisor,2.0,False
-18893,2024-12-12 10:23:55,15522841540,4,New Quote,5,general,83,3.6,Payment not processed,follow_up_needed,Escalated to claims adjuster,3.0,False
-18894,2024-12-12 10:48:40,17572393779,1,Claims,7,claims,164,7.7,Add driver to policy,follow_up_needed,Escalated to claims adjuster,4.0,False
-18895,2024-12-12 10:51:49,17029909891,2,Billing & Payments,3,billing,73,6.7,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-18896,2024-12-12 10:52:28,12464410813,3,Policy Changes,6,general,201,0.0,Payment not processed,abandoned,Customer abandoned,,False
-18897,2024-12-12 11:05:19,14233420800,4,New Quote,6,general,241,3.6,Inquire about premium increase,resolved,Customer disconnected before resolution,5.0,True
-18898,2024-12-12 11:09:52,14485012977,3,Policy Changes,6,general,142,4.4,Ask about discounts,resolved,Payment processed successfully,3.0,True
-18899,2024-12-12 11:10:50,13104068046,4,New Quote,6,general,172,7.7,Update address,follow_up_needed,Customer requested manager,2.0,False
-18900,2024-12-12 11:13:49,15602955928,2,Billing & Payments,3,billing,233,5.5,Complaint about service,resolved,Resolved on first call,4.0,True
-18901,2024-12-12 11:16:15,19839889614,2,Billing & Payments,4,billing,34,9.8,Payment not processed,transferred,Customer requested manager,4.0,False
-18902,2024-12-12 11:33:08,19136229997,1,Claims,7,claims,40,8.9,General coverage question,resolved,Resolved on first call,3.0,True
-18903,2024-12-12 11:50:01,14353533044,4,New Quote,5,general,112,5.4,Inquire about premium increase,resolved,Callback scheduled for tomorrow,3.0,True
-18904,2024-12-12 11:55:02,13848856339,1,Claims,2,claims,134,5.8,Dispute claim denial,resolved,Resolved on first call,3.0,True
-18905,2024-12-12 12:37:11,15098805810,1,Claims,1,claims,0,0.0,Payment not processed,abandoned,Customer abandoned,,False
-18906,2024-12-12 12:42:05,14510896803,1,Claims,2,claims,41,8.9,Request payment plan,follow_up_needed,"Claim filed, reference number provided",3.0,False
-18907,2024-12-12 12:52:00,12008836624,3,Policy Changes,6,general,31,9.5,Reinstate lapsed policy,follow_up_needed,Transferred to supervisor,4.0,False
-18908,2024-12-12 13:02:09,18527901341,2,Billing & Payments,4,billing,211,9.6,Update payment method,resolved,Resolved on first call,4.0,True
-18909,2024-12-12 13:29:50,14588820924,1,Claims,1,claims,261,5.2,Update address,resolved,Customer requested manager,3.0,True
-18910,2024-12-12 13:45:43,18320293134,4,New Quote,6,general,59,6.7,Update address,resolved,Payment processed successfully,4.0,True
-18911,2024-12-12 13:54:42,14006252499,2,Billing & Payments,4,billing,172,7.1,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-18912,2024-12-12 13:55:58,18909102027,2,Billing & Payments,3,billing,149,5.5,General coverage question,resolved,Customer requested manager,4.0,True
-18913,2024-12-12 14:14:41,19979338815,3,Policy Changes,5,general,146,5.1,Update payment method,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-18914,2024-12-12 14:14:43,13377482001,0,Speak to Agent,6,general,19,11.8,Report accident,transferred,Callback scheduled for tomorrow,3.0,False
-18915,2024-12-12 14:15:29,17025979230,2,Billing & Payments,4,billing,196,5.9,Claim status inquiry,resolved,Policy updated per customer request,4.0,True
-18916,2024-12-12 14:30:40,12991025852,3,Policy Changes,5,general,146,8.3,Add driver to policy,resolved,"Information provided, no action needed",5.0,True
-18917,2024-12-12 14:54:07,14341695110,0,Speak to Agent,5,general,109,7.9,Complaint about service,transferred,Payment processed successfully,5.0,False
-18918,2024-12-12 14:57:47,14536810349,0,Speak to Agent,6,general,145,9.9,Filing new auto claim,resolved,Callback scheduled for tomorrow,5.0,True
-18919,2024-12-12 15:02:43,18309588738,1,Claims,1,claims,143,12.0,Report accident,transferred,Callback scheduled for tomorrow,3.0,False
-18920,2024-12-12 15:06:24,12547111954,0,Speak to Agent,5,general,139,8.2,Request payment plan,resolved,Payment processed successfully,3.0,True
-18921,2024-12-12 15:21:14,17628483097,1,Claims,1,claims,101,3.6,Ask about discounts,resolved,Customer disconnected before resolution,5.0,True
-18922,2024-12-12 15:27:04,15789670408,1,Claims,1,claims,114,5.6,Filing new auto claim,follow_up_needed,Customer requested manager,2.0,False
-18923,2024-12-12 15:27:15,12106003656,0,Speak to Agent,6,general,26,8.7,Report accident,follow_up_needed,Policy updated per customer request,5.0,False
-18924,2024-12-12 15:28:27,16742803106,2,Billing & Payments,8,billing,147,8.3,Ask about deductible,follow_up_needed,Resolved on first call,4.0,False
-18925,2024-12-12 15:32:47,16692654045,3,Policy Changes,6,general,153,0.5,Update address,follow_up_needed,Resolved on first call,4.0,False
-18926,2024-12-12 15:38:54,18901819857,4,New Quote,5,general,199,4.5,Payment not processed,resolved,Policy updated per customer request,5.0,True
-18927,2024-12-12 15:50:27,17615703106,1,Claims,7,claims,52,8.7,Dispute claim denial,resolved,Payment processed successfully,3.0,True
-18928,2024-12-12 15:58:39,15820983086,4,New Quote,5,general,325,7.2,Claim status inquiry,resolved,Escalated to claims adjuster,5.0,True
-18929,2024-12-12 16:09:29,13349955496,0,Speak to Agent,5,general,65,5.0,Request ID cards,resolved,Policy updated per customer request,4.0,True
-18930,2024-12-12 16:17:58,19795982239,3,Policy Changes,6,general,32,7.8,Complaint about service,resolved,"Information provided, no action needed",5.0,True
-18931,2024-12-12 16:46:49,17901555095,2,Billing & Payments,3,billing,289,4.5,Ask about discounts,resolved,Escalated to claims adjuster,3.0,True
-18932,2024-12-12 16:47:44,14460195172,3,Policy Changes,6,general,206,10.6,Payment not processed,resolved,Policy updated per customer request,3.0,True
-18933,2024-12-12 16:51:55,19930204487,0,Speak to Agent,6,general,127,9.4,General coverage question,resolved,Transferred to supervisor,2.0,True
-18934,2024-12-12 17:19:21,18236082946,2,Billing & Payments,4,billing,77,1.4,Cancel policy,transferred,Policy updated per customer request,3.0,False
-18935,2024-12-12 17:34:41,17754500268,0,Speak to Agent,6,general,90,11.9,General coverage question,transferred,Customer disconnected before resolution,5.0,False
-18936,2024-12-12 17:48:58,18696275203,2,Billing & Payments,3,billing,261,5.5,Ask about discounts,resolved,Resolved on first call,3.0,True
-18937,2024-12-12 17:49:23,18242893704,2,Billing & Payments,3,billing,18,1.3,Remove vehicle from policy,resolved,"Information provided, no action needed",4.0,True
-18938,2024-12-12 18:11:22,15125395294,0,Speak to Agent,5,general,138,2.1,Complaint about service,transferred,Payment processed successfully,3.0,False
-18939,2024-12-12 18:11:51,14564507062,2,Billing & Payments,8,billing,62,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-18940,2024-12-12 18:50:43,18851427227,2,Billing & Payments,8,billing,229,6.1,Remove vehicle from policy,resolved,"Information provided, no action needed",2.0,True
-18941,2024-12-13 07:02:40,12691947986,0,Speak to Agent,6,general,160,8.6,Inquire about premium increase,follow_up_needed,Policy updated per customer request,4.0,False
-18942,2024-12-13 07:18:17,12896857241,1,Claims,1,claims,0,5.2,Report accident,resolved,Escalated to claims adjuster,3.0,True
-18943,2024-12-13 07:46:13,17529139524,3,Policy Changes,6,general,111,8.0,General coverage question,resolved,Policy updated per customer request,4.0,True
-18944,2024-12-13 07:53:31,19852985970,0,Speak to Agent,5,general,185,7.5,Ask about deductible,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-18945,2024-12-13 08:07:34,17305501482,0,Speak to Agent,6,general,151,4.9,Cancel policy,resolved,Customer disconnected before resolution,4.0,True
-18946,2024-12-13 08:13:20,18544683600,3,Policy Changes,6,general,99,7.0,Update payment method,transferred,Policy updated per customer request,3.0,False
-18947,2024-12-13 08:27:15,12099293442,4,New Quote,5,general,116,6.5,Inquire about premium increase,follow_up_needed,Escalated to claims adjuster,2.0,False
-18948,2024-12-13 08:36:47,13660684776,4,New Quote,5,general,77,5.4,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-18949,2024-12-13 09:00:10,15841139750,0,Speak to Agent,6,general,258,6.8,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-18950,2024-12-13 09:01:44,15231881981,1,Claims,1,claims,0,1.8,Inquire about premium increase,resolved,Customer requested manager,3.0,True
-18951,2024-12-13 09:01:53,19774642206,3,Policy Changes,6,general,71,9.9,Add driver to policy,follow_up_needed,Customer requested manager,3.0,False
-18952,2024-12-13 09:15:46,17612488427,1,Claims,7,claims,48,3.7,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",1.0,False
-18953,2024-12-13 09:31:59,18576912958,1,Claims,1,claims,320,7.6,Add driver to policy,transferred,Customer disconnected before resolution,3.0,False
-18954,2024-12-13 09:49:36,17860282877,0,Speak to Agent,5,general,104,9.5,Payment not processed,follow_up_needed,Policy updated per customer request,4.0,False
-18955,2024-12-13 09:53:50,18589425110,0,Speak to Agent,5,general,191,0.7,Complaint about service,follow_up_needed,Transferred to supervisor,4.0,False
-18956,2024-12-13 09:57:05,16514269185,3,Policy Changes,6,general,125,9.9,Inquire about premium increase,resolved,Escalated to claims adjuster,5.0,True
-18957,2024-12-13 10:06:28,17256216489,0,Speak to Agent,5,general,141,4.3,Update address,resolved,Policy updated per customer request,5.0,True
-18958,2024-12-13 10:07:39,15024614639,1,Claims,7,claims,14,6.6,Complaint about service,follow_up_needed,Policy updated per customer request,5.0,False
-18959,2024-12-13 10:18:48,13209790641,4,New Quote,6,general,33,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-18960,2024-12-13 10:26:36,17942982814,3,Policy Changes,6,general,183,11.4,Change coverage level,follow_up_needed,"Information provided, no action needed",3.0,False
-18961,2024-12-13 10:40:53,16465367033,3,Policy Changes,5,general,175,4.3,Complaint about service,transferred,Callback scheduled for tomorrow,2.0,False
-18962,2024-12-13 10:49:56,15425337530,0,Speak to Agent,5,general,169,0.5,Dispute claim denial,follow_up_needed,"Information provided, no action needed",5.0,False
-18963,2024-12-13 10:54:38,16383090797,3,Policy Changes,6,general,220,7.2,Update payment method,resolved,Payment processed successfully,3.0,True
-18964,2024-12-13 11:13:09,14373389692,4,New Quote,6,general,110,9.4,Request ID cards,follow_up_needed,"Claim filed, reference number provided",5.0,False
-18965,2024-12-13 11:18:55,19963123196,1,Claims,7,claims,0,1.0,Change coverage level,transferred,Transferred to supervisor,4.0,False
-18966,2024-12-13 11:36:18,18388127935,3,Policy Changes,5,general,0,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-18967,2024-12-13 11:37:13,15552839580,2,Billing & Payments,3,billing,158,5.8,Reinstate lapsed policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-18968,2024-12-13 11:44:45,17030308760,2,Billing & Payments,4,billing,0,4.5,Report accident,resolved,Customer requested manager,5.0,True
-18969,2024-12-13 11:44:47,14501670793,4,New Quote,5,general,125,4.4,Ask about deductible,follow_up_needed,"Information provided, no action needed",3.0,False
-18970,2024-12-13 11:46:59,13263409323,2,Billing & Payments,3,billing,145,6.9,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-18971,2024-12-13 12:03:31,13474296497,2,Billing & Payments,8,billing,169,6.9,Inquire about premium increase,follow_up_needed,Escalated to claims adjuster,5.0,False
-18972,2024-12-13 12:09:28,17723761011,2,Billing & Payments,8,billing,175,6.6,Update payment method,resolved,Customer requested manager,3.0,True
-18973,2024-12-13 12:19:53,13151852362,1,Claims,1,claims,54,11.8,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-18974,2024-12-13 13:55:04,13454316423,1,Claims,1,claims,306,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-18975,2024-12-13 14:09:17,14286339816,3,Policy Changes,6,general,103,7.5,Remove vehicle from policy,resolved,Policy updated per customer request,4.0,True
-18976,2024-12-13 14:11:37,16381456553,2,Billing & Payments,8,billing,218,9.1,Filing new auto claim,transferred,Transferred to supervisor,4.0,False
-18977,2024-12-13 14:30:14,14341354777,0,Speak to Agent,6,general,22,9.1,Payment not processed,resolved,Escalated to claims adjuster,5.0,True
-18978,2024-12-13 14:39:57,16353240947,0,Speak to Agent,6,general,0,9.0,Request ID cards,follow_up_needed,Resolved on first call,3.0,False
-18979,2024-12-13 14:42:10,13395904958,0,Speak to Agent,5,general,0,5.5,Change coverage level,follow_up_needed,Policy updated per customer request,2.0,False
-18980,2024-12-13 14:48:33,18745105429,4,New Quote,6,general,170,6.3,Update payment method,resolved,"Claim filed, reference number provided",4.0,True
-18981,2024-12-13 14:55:20,15456350550,2,Billing & Payments,8,billing,153,10.4,Request proof of insurance,resolved,Customer disconnected before resolution,2.0,True
-18982,2024-12-13 14:58:19,13126350213,4,New Quote,5,general,150,2.1,Request payment plan,resolved,Callback scheduled for tomorrow,3.0,True
-18983,2024-12-13 15:00:27,19776295269,1,Claims,2,claims,96,9.8,Update payment method,resolved,Escalated to claims adjuster,4.0,True
-18984,2024-12-13 15:00:30,18798224036,4,New Quote,6,general,70,7.5,Cancel policy,transferred,Escalated to claims adjuster,2.0,False
-18985,2024-12-13 15:00:48,12150859552,0,Speak to Agent,5,general,116,6.3,Dispute claim denial,follow_up_needed,Customer disconnected before resolution,2.0,False
-18986,2024-12-13 15:17:10,17389698456,4,New Quote,5,general,113,7.0,Add driver to policy,transferred,Callback scheduled for tomorrow,4.0,False
-18987,2024-12-13 15:17:44,16749398083,0,Speak to Agent,6,general,42,7.4,Ask about discounts,resolved,Payment processed successfully,3.0,True
-18988,2024-12-13 15:37:06,18538787057,0,Speak to Agent,6,general,38,8.5,Request payment plan,resolved,Escalated to claims adjuster,3.0,True
-18989,2024-12-13 15:55:21,16733817186,3,Policy Changes,6,general,193,11.0,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-18990,2024-12-13 15:56:19,13686767214,0,Speak to Agent,5,general,224,7.0,Change coverage level,follow_up_needed,"Claim filed, reference number provided",5.0,False
-18991,2024-12-13 15:57:47,19290392847,2,Billing & Payments,3,billing,16,5.3,Complaint about service,resolved,Resolved on first call,4.0,True
-18992,2024-12-13 15:59:31,12245940557,3,Policy Changes,5,general,110,5.0,Update address,follow_up_needed,Customer disconnected before resolution,3.0,False
-18993,2024-12-13 16:30:42,17540541508,2,Billing & Payments,3,billing,0,6.3,Dispute claim denial,resolved,Transferred to supervisor,3.0,True
-18994,2024-12-13 16:50:27,12546157518,2,Billing & Payments,8,billing,103,7.8,Remove vehicle from policy,resolved,Escalated to claims adjuster,5.0,True
-18995,2024-12-13 17:22:52,15957411790,3,Policy Changes,5,general,147,4.9,Request proof of insurance,resolved,Customer requested manager,5.0,True
-18996,2024-12-13 17:30:02,19774751318,0,Speak to Agent,5,general,349,5.7,Inquire about premium increase,resolved,Policy updated per customer request,5.0,True
-18997,2024-12-13 17:32:30,16365875503,0,Speak to Agent,6,general,180,10.6,Complaint about service,resolved,"Claim filed, reference number provided",5.0,True
-18998,2024-12-13 17:33:52,13385528919,1,Claims,1,claims,136,8.2,Filing new auto claim,transferred,"Information provided, no action needed",3.0,False
-18999,2024-12-13 17:36:07,12324239987,2,Billing & Payments,3,billing,0,3.5,General coverage question,follow_up_needed,Escalated to claims adjuster,5.0,False
-19000,2024-12-13 17:45:30,18829813930,0,Speak to Agent,5,general,131,5.0,Cancel policy,resolved,Callback scheduled for tomorrow,5.0,True
-19001,2024-12-13 18:09:12,17858718310,2,Billing & Payments,4,billing,117,7.0,Claim status inquiry,follow_up_needed,"Information provided, no action needed",2.0,False
-19002,2024-12-13 18:12:25,18672961065,0,Speak to Agent,6,general,0,10.7,Reinstate lapsed policy,resolved,Escalated to claims adjuster,5.0,True
-19003,2024-12-13 18:29:25,17292683585,3,Policy Changes,6,general,169,8.2,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-19004,2024-12-14 09:00:35,13881914522,0,Speak to Agent,6,general,185,4.1,Update payment method,resolved,Transferred to supervisor,3.0,True
-19005,2024-12-14 09:33:53,12957337324,4,New Quote,6,general,83,8.6,Update payment method,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-19006,2024-12-14 09:46:45,13923964052,3,Policy Changes,5,general,0,8.5,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-19007,2024-12-14 09:49:14,16718740083,1,Claims,1,claims,66,4.7,Add driver to policy,follow_up_needed,Payment processed successfully,4.0,False
-19008,2024-12-14 10:01:43,18485833869,4,New Quote,5,general,36,8.6,Update payment method,resolved,"Information provided, no action needed",5.0,True
-19009,2024-12-14 10:11:50,16383095421,4,New Quote,6,general,30,11.1,Dispute claim denial,follow_up_needed,Escalated to claims adjuster,4.0,False
-19010,2024-12-14 10:14:55,15667718560,3,Policy Changes,6,general,176,7.6,Request payment plan,resolved,Callback scheduled for tomorrow,5.0,True
-19011,2024-12-14 10:25:34,14351311505,1,Claims,7,claims,30,6.7,Claim status inquiry,resolved,Escalated to claims adjuster,2.0,True
-19012,2024-12-14 10:26:11,16092627559,1,Claims,7,claims,73,5.5,Ask about discounts,follow_up_needed,"Information provided, no action needed",1.0,False
-19013,2024-12-14 10:31:24,17384473147,1,Claims,1,claims,42,5.8,Cancel policy,resolved,"Information provided, no action needed",3.0,True
-19014,2024-12-14 10:45:35,13314369590,4,New Quote,6,general,76,7.1,Filing new auto claim,resolved,"Information provided, no action needed",4.0,True
-19015,2024-12-14 10:51:04,18125060700,2,Billing & Payments,3,billing,163,9.4,Cancel policy,resolved,Callback scheduled for tomorrow,3.0,True
-19016,2024-12-14 10:53:23,18055541433,3,Policy Changes,5,general,85,0.5,Inquire about premium increase,resolved,"Claim filed, reference number provided",3.0,True
-19017,2024-12-14 10:57:31,16979260478,2,Billing & Payments,8,billing,0,5.4,Ask about deductible,resolved,"Claim filed, reference number provided",3.0,True
-19018,2024-12-14 10:58:26,15135229506,0,Speak to Agent,5,general,109,4.0,Remove vehicle from policy,resolved,Customer disconnected before resolution,3.0,True
-19019,2024-12-14 11:02:28,18130721990,0,Speak to Agent,6,general,75,7.1,Add driver to policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-19020,2024-12-14 11:11:16,19363405995,2,Billing & Payments,8,billing,150,3.0,Reinstate lapsed policy,follow_up_needed,"Information provided, no action needed",3.0,False
-19021,2024-12-14 11:15:59,13839393436,2,Billing & Payments,4,billing,146,7.9,Update payment method,transferred,Callback scheduled for tomorrow,3.0,False
-19022,2024-12-14 11:28:40,12950863916,0,Speak to Agent,5,general,190,5.0,Complaint about service,follow_up_needed,Escalated to claims adjuster,4.0,False
-19023,2024-12-14 11:32:26,19092065609,3,Policy Changes,5,general,305,4.8,Report accident,resolved,Callback scheduled for tomorrow,5.0,True
-19024,2024-12-14 11:49:11,16763308610,2,Billing & Payments,3,billing,208,0.0,Cancel policy,abandoned,Customer abandoned,,False
-19025,2024-12-14 11:51:41,12059069999,1,Claims,2,claims,130,6.1,Update payment method,resolved,Payment processed successfully,3.0,True
-19026,2024-12-14 11:52:06,15872473978,2,Billing & Payments,8,billing,85,0.0,Change coverage level,abandoned,Customer abandoned,,False
-19027,2024-12-14 11:53:06,15151041720,4,New Quote,5,general,101,6.3,Request payment plan,resolved,Escalated to claims adjuster,2.0,True
-19028,2024-12-14 12:52:19,17414194446,0,Speak to Agent,5,general,286,7.5,Filing new auto claim,resolved,"Claim filed, reference number provided",3.0,True
-19029,2024-12-14 12:56:13,17282358696,4,New Quote,5,general,138,7.3,Add driver to policy,resolved,Resolved on first call,4.0,True
-19030,2024-12-14 12:59:37,17515296061,3,Policy Changes,5,general,151,4.0,Update address,resolved,"Information provided, no action needed",4.0,True
-19031,2024-12-14 12:59:44,17808418206,2,Billing & Payments,4,billing,112,6.0,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-19032,2024-12-16 07:00:27,17442359962,4,New Quote,6,general,55,9.4,Change coverage level,follow_up_needed,Payment processed successfully,3.0,False
-19033,2024-12-16 07:09:52,19812672493,0,Speak to Agent,5,general,136,5.6,Update address,resolved,Payment processed successfully,3.0,True
-19034,2024-12-16 07:16:29,15385122884,3,Policy Changes,6,general,58,0.0,Change coverage level,abandoned,Customer abandoned,,False
-19035,2024-12-16 07:20:20,18776712643,0,Speak to Agent,5,general,90,0.0,Report accident,abandoned,Customer abandoned,,False
-19036,2024-12-16 07:22:39,19534081964,3,Policy Changes,5,general,101,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-19037,2024-12-16 07:24:51,19065921691,3,Policy Changes,6,general,164,7.8,Filing new auto claim,resolved,Customer disconnected before resolution,5.0,True
-19038,2024-12-16 07:27:51,17692975133,2,Billing & Payments,8,billing,111,8.6,Cancel policy,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-19039,2024-12-16 07:29:55,16410628873,3,Policy Changes,6,general,17,9.6,Filing new auto claim,resolved,"Information provided, no action needed",4.0,True
-19040,2024-12-16 07:43:32,14835117604,2,Billing & Payments,3,billing,191,3.8,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",2.0,False
-19041,2024-12-16 07:46:51,13008863984,3,Policy Changes,5,general,19,3.9,Change coverage level,resolved,Customer disconnected before resolution,3.0,True
-19042,2024-12-16 07:56:47,13275461845,4,New Quote,5,general,47,3.6,Ask about deductible,resolved,Customer requested manager,4.0,True
-19043,2024-12-16 07:59:00,16977446959,4,New Quote,5,general,0,2.4,Dispute claim denial,resolved,Escalated to claims adjuster,3.0,True
-19044,2024-12-16 08:01:35,16065918695,3,Policy Changes,5,general,153,8.0,Request payment plan,follow_up_needed,Escalated to claims adjuster,3.0,False
-19045,2024-12-16 08:06:58,12774185221,2,Billing & Payments,3,billing,136,1.0,Dispute claim denial,resolved,Escalated to claims adjuster,2.0,True
-19046,2024-12-16 08:21:22,13569025501,2,Billing & Payments,3,billing,92,4.5,Filing new auto claim,follow_up_needed,Escalated to claims adjuster,1.0,False
-19047,2024-12-16 08:31:35,17349274296,4,New Quote,6,general,60,12.2,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-19048,2024-12-16 08:32:07,12759093323,1,Claims,7,claims,49,4.4,Update payment method,transferred,Callback scheduled for tomorrow,4.0,False
-19049,2024-12-16 08:32:21,18623459618,4,New Quote,6,general,57,6.1,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",2.0,False
-19050,2024-12-16 08:33:39,12362805889,2,Billing & Payments,3,billing,80,3.4,Payment not processed,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-19051,2024-12-16 08:45:11,16698843747,0,Speak to Agent,6,general,0,9.4,Report accident,resolved,Resolved on first call,3.0,True
-19052,2024-12-16 08:45:15,18453454717,2,Billing & Payments,3,billing,106,4.3,Ask about discounts,resolved,Escalated to claims adjuster,4.0,True
-19053,2024-12-16 08:51:45,18651640885,1,Claims,1,claims,223,6.5,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-19054,2024-12-16 08:59:15,16917096486,2,Billing & Payments,3,billing,90,3.7,General coverage question,resolved,"Information provided, no action needed",4.0,True
-19055,2024-12-16 09:04:59,14823581066,1,Claims,7,claims,21,0.5,Ask about discounts,follow_up_needed,Customer disconnected before resolution,3.0,False
-19056,2024-12-16 09:12:06,15846667253,4,New Quote,6,general,255,7.5,Ask about deductible,follow_up_needed,Escalated to claims adjuster,3.0,False
-19057,2024-12-16 09:13:04,19574650497,3,Policy Changes,5,general,122,6.6,Cancel policy,resolved,Payment processed successfully,5.0,True
-19058,2024-12-16 09:26:37,12619683242,0,Speak to Agent,5,general,51,2.9,Ask about discounts,resolved,Policy updated per customer request,3.0,True
-19059,2024-12-16 09:30:26,18466004718,4,New Quote,5,general,236,3.0,Update payment method,resolved,Customer disconnected before resolution,5.0,True
-19060,2024-12-16 09:33:07,18204348772,4,New Quote,6,general,146,7.0,Update address,follow_up_needed,"Claim filed, reference number provided",2.0,False
-19061,2024-12-16 09:33:27,12705521200,0,Speak to Agent,6,general,0,8.9,Remove vehicle from policy,follow_up_needed,"Claim filed, reference number provided",2.0,False
-19062,2024-12-16 09:38:41,16044169101,3,Policy Changes,6,general,118,0.0,Cancel policy,abandoned,Customer abandoned,,False
-19063,2024-12-16 09:49:43,13156452509,4,New Quote,5,general,80,2.1,Ask about discounts,follow_up_needed,Escalated to claims adjuster,4.0,False
-19064,2024-12-16 09:56:01,13835357188,1,Claims,1,claims,216,12.1,Remove vehicle from policy,resolved,Customer requested manager,5.0,True
-19065,2024-12-16 09:56:53,18315809775,4,New Quote,5,general,225,4.6,Update payment method,transferred,Callback scheduled for tomorrow,2.0,False
-19066,2024-12-16 10:02:10,12150003767,3,Policy Changes,6,general,0,14.4,Ask about discounts,resolved,Policy updated per customer request,5.0,True
-19067,2024-12-16 10:04:17,12057236106,1,Claims,2,claims,24,5.3,Cancel policy,transferred,Payment processed successfully,3.0,False
-19068,2024-12-16 10:23:35,19160728869,4,New Quote,6,general,164,9.8,Update payment method,resolved,Customer disconnected before resolution,3.0,True
-19069,2024-12-16 10:25:47,13561556459,3,Policy Changes,5,general,31,10.0,Complaint about service,follow_up_needed,Policy updated per customer request,4.0,False
-19070,2024-12-16 10:27:10,12385698049,2,Billing & Payments,3,billing,81,0.5,Claim status inquiry,transferred,Resolved on first call,1.0,False
-19071,2024-12-16 10:28:33,15784521607,2,Billing & Payments,4,billing,104,3.4,Update address,transferred,Customer disconnected before resolution,5.0,False
-19072,2024-12-16 10:29:18,12496253075,3,Policy Changes,5,general,148,5.4,Filing new auto claim,resolved,Payment processed successfully,3.0,True
-19073,2024-12-16 10:29:53,14434100953,4,New Quote,6,general,132,13.8,Ask about deductible,follow_up_needed,Policy updated per customer request,3.0,False
-19074,2024-12-16 10:30:12,13459271343,2,Billing & Payments,4,billing,169,6.9,General coverage question,follow_up_needed,Customer disconnected before resolution,4.0,False
-19075,2024-12-16 10:34:57,15132553794,0,Speak to Agent,5,general,68,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-19076,2024-12-16 10:41:30,18049487128,4,New Quote,5,general,79,6.6,Request payment plan,follow_up_needed,Transferred to supervisor,3.0,False
-19077,2024-12-16 10:45:12,19932588171,2,Billing & Payments,3,billing,180,2.2,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-19078,2024-12-16 10:58:10,18069546927,2,Billing & Payments,8,billing,224,7.5,Complaint about service,resolved,"Claim filed, reference number provided",4.0,True
-19079,2024-12-16 10:58:54,17509337649,1,Claims,2,claims,164,10.8,Update address,follow_up_needed,Customer disconnected before resolution,3.0,False
-19080,2024-12-16 11:04:10,16181416952,1,Claims,2,claims,0,5.1,Reinstate lapsed policy,resolved,"Claim filed, reference number provided",5.0,True
-19081,2024-12-16 11:04:51,16231085437,3,Policy Changes,5,general,221,5.0,Update payment method,resolved,Customer disconnected before resolution,5.0,True
-19082,2024-12-16 11:11:48,16625477804,3,Policy Changes,5,general,120,7.8,General coverage question,resolved,Customer disconnected before resolution,4.0,True
-19083,2024-12-16 11:26:12,19293210050,3,Policy Changes,5,general,0,5.2,Dispute claim denial,resolved,Escalated to claims adjuster,3.0,True
-19084,2024-12-16 11:27:44,15342139200,0,Speak to Agent,6,general,199,8.3,Payment not processed,resolved,Policy updated per customer request,4.0,True
-19085,2024-12-16 11:28:04,17699608960,4,New Quote,5,general,284,0.0,Complaint about service,abandoned,Customer abandoned,,False
-19086,2024-12-16 11:29:40,18540308140,0,Speak to Agent,6,general,65,6.6,Inquire about premium increase,resolved,Resolved on first call,4.0,True
-19087,2024-12-16 11:33:19,18430022046,3,Policy Changes,5,general,292,5.8,Report accident,follow_up_needed,Transferred to supervisor,4.0,False
-19088,2024-12-16 11:45:30,13003192150,1,Claims,1,claims,253,5.2,General coverage question,resolved,Escalated to claims adjuster,2.0,True
-19089,2024-12-16 11:45:38,12776000654,1,Claims,7,claims,0,3.8,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-19090,2024-12-16 11:45:48,13586384095,0,Speak to Agent,5,general,175,7.9,Request ID cards,follow_up_needed,Customer requested manager,2.0,False
-19091,2024-12-16 11:55:27,16435778952,3,Policy Changes,6,general,97,11.0,Inquire about premium increase,follow_up_needed,Transferred to supervisor,3.0,False
-19092,2024-12-16 11:59:07,17529192572,2,Billing & Payments,3,billing,69,0.7,Claim status inquiry,resolved,"Claim filed, reference number provided",4.0,True
-19093,2024-12-16 12:00:08,15325405412,1,Claims,2,claims,56,7.1,Cancel policy,resolved,Payment processed successfully,5.0,True
-19094,2024-12-16 12:21:38,17874521143,4,New Quote,6,general,236,9.7,Complaint about service,resolved,Callback scheduled for tomorrow,5.0,True
-19095,2024-12-16 12:33:45,14546118216,2,Billing & Payments,8,billing,124,10.7,Inquire about premium increase,resolved,Customer requested manager,5.0,True
-19096,2024-12-16 12:39:29,13385284253,0,Speak to Agent,5,general,9,7.2,Payment not processed,follow_up_needed,Customer disconnected before resolution,5.0,False
-19097,2024-12-16 12:44:42,17232782270,4,New Quote,6,general,0,14.5,Request payment plan,follow_up_needed,Transferred to supervisor,3.0,False
-19098,2024-12-16 12:51:49,17015675816,4,New Quote,6,general,187,7.0,Request proof of insurance,follow_up_needed,Transferred to supervisor,4.0,False
-19099,2024-12-16 12:54:28,15314158691,4,New Quote,5,general,3,9.1,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-19100,2024-12-16 13:04:26,19219851642,2,Billing & Payments,4,billing,198,6.0,Report accident,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-19101,2024-12-16 13:16:04,18804167030,3,Policy Changes,5,general,139,4.5,Ask about deductible,resolved,Payment processed successfully,4.0,True
-19102,2024-12-16 13:23:23,19258953335,0,Speak to Agent,5,general,22,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-19103,2024-12-16 13:25:06,19894826655,0,Speak to Agent,5,general,162,4.3,Complaint about service,resolved,"Information provided, no action needed",3.0,True
-19104,2024-12-16 13:36:09,15411999179,0,Speak to Agent,6,general,53,5.6,Payment not processed,resolved,"Claim filed, reference number provided",4.0,True
-19105,2024-12-16 13:49:37,17732478905,2,Billing & Payments,8,billing,0,2.5,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-19106,2024-12-16 14:16:20,14176025315,0,Speak to Agent,5,general,140,4.4,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,1.0,False
-19107,2024-12-16 14:16:48,12243655361,2,Billing & Payments,4,billing,221,6.5,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,3.0,True
-19108,2024-12-16 14:20:49,13915405512,1,Claims,1,claims,80,6.8,Dispute claim denial,resolved,Customer requested manager,3.0,True
-19109,2024-12-16 14:30:56,13620976789,1,Claims,7,claims,131,4.3,Update payment method,resolved,Payment processed successfully,3.0,True
-19110,2024-12-16 14:31:42,16732866338,2,Billing & Payments,3,billing,163,4.5,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,2.0,False
-19111,2024-12-16 14:42:41,17927589568,0,Speak to Agent,6,general,42,11.8,Ask about deductible,transferred,Policy updated per customer request,1.0,False
-19112,2024-12-16 14:44:28,18978905897,3,Policy Changes,6,general,113,9.6,Claim status inquiry,resolved,Callback scheduled for tomorrow,4.0,True
-19113,2024-12-16 14:47:27,17269984469,0,Speak to Agent,5,general,97,10.7,Ask about discounts,resolved,Customer requested manager,3.0,True
-19114,2024-12-16 14:56:27,14508516085,2,Billing & Payments,3,billing,127,2.2,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-19115,2024-12-16 15:03:10,19347169690,1,Claims,7,claims,0,5.8,Update payment method,transferred,Escalated to claims adjuster,3.0,False
-19116,2024-12-16 15:10:20,19961082663,1,Claims,2,claims,38,10.1,Ask about discounts,resolved,"Information provided, no action needed",5.0,True
-19117,2024-12-16 15:19:50,16388008248,3,Policy Changes,6,general,120,0.0,Complaint about service,abandoned,Customer abandoned,,False
-19118,2024-12-16 15:22:34,15248444655,4,New Quote,5,general,42,7.7,Request payment plan,resolved,Policy updated per customer request,4.0,True
-19119,2024-12-16 15:23:25,17882270032,3,Policy Changes,6,general,62,6.9,Ask about discounts,follow_up_needed,Customer disconnected before resolution,3.0,False
-19120,2024-12-16 15:34:27,12541138594,0,Speak to Agent,5,general,220,5.4,Report accident,follow_up_needed,Transferred to supervisor,4.0,False
-19121,2024-12-16 15:35:07,17136725766,4,New Quote,5,general,132,1.2,Inquire about premium increase,resolved,Escalated to claims adjuster,5.0,True
-19122,2024-12-16 16:16:08,17515684619,2,Billing & Payments,4,billing,59,3.7,Reinstate lapsed policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-19123,2024-12-16 16:16:26,15662104310,0,Speak to Agent,5,general,158,6.6,Request payment plan,follow_up_needed,Resolved on first call,2.0,False
-19124,2024-12-16 16:21:55,12675122330,4,New Quote,5,general,283,8.0,Payment not processed,resolved,Policy updated per customer request,3.0,True
-19125,2024-12-16 16:22:03,15422338451,0,Speak to Agent,5,general,267,7.7,Update address,resolved,Transferred to supervisor,4.0,True
-19126,2024-12-16 16:28:00,14369123031,1,Claims,7,claims,0,2.7,Dispute claim denial,resolved,"Claim filed, reference number provided",3.0,True
-19127,2024-12-16 16:49:24,19726722995,1,Claims,7,claims,237,7.1,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-19128,2024-12-16 16:58:32,18857361375,3,Policy Changes,5,general,38,7.9,Filing new auto claim,transferred,"Claim filed, reference number provided",2.0,False
-19129,2024-12-16 16:59:54,18263681039,2,Billing & Payments,3,billing,0,0.5,Cancel policy,resolved,Policy updated per customer request,5.0,True
-19130,2024-12-16 17:04:46,19973545350,0,Speak to Agent,6,general,206,6.4,Complaint about service,resolved,Escalated to claims adjuster,4.0,True
-19131,2024-12-16 17:23:33,15926475601,0,Speak to Agent,6,general,240,8.8,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-19132,2024-12-16 17:38:25,18739834066,1,Claims,2,claims,112,4.8,Claim status inquiry,resolved,Customer disconnected before resolution,4.0,True
-19133,2024-12-16 17:42:51,15428005937,1,Claims,1,claims,318,9.2,Complaint about service,resolved,Policy updated per customer request,3.0,True
-19134,2024-12-16 17:47:52,18011649609,3,Policy Changes,6,general,228,10.9,Request payment plan,resolved,Customer requested manager,4.0,True
-19135,2024-12-16 18:11:19,13239305409,0,Speak to Agent,6,general,64,7.4,Report accident,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-19136,2024-12-16 18:38:06,13888575946,0,Speak to Agent,6,general,81,6.7,Filing new auto claim,transferred,Policy updated per customer request,3.0,False
-19137,2024-12-16 18:42:36,15429817315,1,Claims,7,claims,44,6.5,Ask about deductible,follow_up_needed,Escalated to claims adjuster,2.0,False
-19138,2024-12-16 18:42:40,16467430799,3,Policy Changes,5,general,92,3.3,Ask about deductible,resolved,Callback scheduled for tomorrow,3.0,True
-19139,2024-12-16 18:55:58,18271267632,2,Billing & Payments,4,billing,108,12.3,Claim status inquiry,resolved,Callback scheduled for tomorrow,3.0,True
-19140,2024-12-17 07:01:49,12989363843,0,Speak to Agent,6,general,258,9.0,Inquire about premium increase,transferred,Policy updated per customer request,4.0,False
-19141,2024-12-17 07:02:47,18946684896,1,Claims,1,claims,44,3.6,Claim status inquiry,follow_up_needed,Customer requested manager,2.0,False
-19142,2024-12-17 07:10:52,14172483944,3,Policy Changes,6,general,23,5.6,Dispute claim denial,resolved,Customer disconnected before resolution,4.0,True
-19143,2024-12-17 07:13:01,18551936154,4,New Quote,6,general,167,11.2,Payment not processed,follow_up_needed,"Information provided, no action needed",4.0,False
-19144,2024-12-17 07:17:00,18980975902,1,Claims,1,claims,0,3.0,Cancel policy,resolved,"Claim filed, reference number provided",3.0,True
-19145,2024-12-17 08:03:59,12614103988,4,New Quote,5,general,151,3.5,Filing new auto claim,resolved,Customer requested manager,3.0,True
-19146,2024-12-17 08:22:58,19360973967,1,Claims,1,claims,151,6.5,Filing new auto claim,resolved,Transferred to supervisor,3.0,True
-19147,2024-12-17 08:24:32,19856329305,3,Policy Changes,6,general,175,9.6,Update payment method,follow_up_needed,Customer disconnected before resolution,3.0,False
-19148,2024-12-17 08:28:02,16461273534,3,Policy Changes,5,general,194,10.7,Request ID cards,follow_up_needed,Escalated to claims adjuster,2.0,False
-19149,2024-12-17 08:30:30,14233620901,3,Policy Changes,6,general,211,9.2,Change coverage level,follow_up_needed,Customer requested manager,4.0,False
-19150,2024-12-17 08:52:14,12860499958,4,New Quote,5,general,221,5.5,Inquire about premium increase,resolved,Callback scheduled for tomorrow,5.0,True
-19151,2024-12-17 08:52:23,18358004466,0,Speak to Agent,6,general,97,2.1,Request proof of insurance,resolved,Transferred to supervisor,3.0,True
-19152,2024-12-17 09:03:35,14684446235,3,Policy Changes,6,general,62,10.5,Remove vehicle from policy,resolved,Escalated to claims adjuster,4.0,True
-19153,2024-12-17 09:06:28,17948949297,1,Claims,2,claims,146,9.7,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-19154,2024-12-17 09:07:35,18883107598,4,New Quote,5,general,334,4.7,Dispute claim denial,resolved,"Information provided, no action needed",3.0,True
-19155,2024-12-17 09:13:30,13952795851,1,Claims,1,claims,76,6.8,Filing new auto claim,resolved,Payment processed successfully,4.0,True
-19156,2024-12-17 09:15:53,12959654004,1,Claims,2,claims,57,7.0,Report accident,transferred,Policy updated per customer request,2.0,False
-19157,2024-12-17 09:21:51,19652195740,1,Claims,1,claims,83,9.4,Change coverage level,resolved,Customer requested manager,3.0,True
-19158,2024-12-17 09:25:08,12420571115,4,New Quote,6,general,229,12.2,Request proof of insurance,resolved,"Claim filed, reference number provided",2.0,True
-19159,2024-12-17 09:26:11,16420320380,1,Claims,1,claims,170,7.5,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-19160,2024-12-17 09:35:41,13594861012,1,Claims,7,claims,28,1.1,Claim status inquiry,transferred,Payment processed successfully,4.0,False
-19161,2024-12-17 09:37:24,12645936854,0,Speak to Agent,5,general,104,6.6,Request proof of insurance,resolved,Customer disconnected before resolution,2.0,True
-19162,2024-12-17 09:44:44,14273589315,4,New Quote,5,general,180,5.3,Add driver to policy,resolved,Callback scheduled for tomorrow,4.0,True
-19163,2024-12-17 09:47:09,15419229307,0,Speak to Agent,6,general,61,12.0,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-19164,2024-12-17 09:47:33,12066673337,2,Billing & Payments,4,billing,149,7.1,Reinstate lapsed policy,resolved,Customer requested manager,5.0,True
-19165,2024-12-17 09:50:15,13720737551,4,New Quote,6,general,0,11.3,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-19166,2024-12-17 09:55:10,19977415887,2,Billing & Payments,8,billing,0,7.7,General coverage question,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-19167,2024-12-17 10:01:28,14476422130,0,Speak to Agent,6,general,36,7.4,Remove vehicle from policy,resolved,Customer disconnected before resolution,3.0,True
-19168,2024-12-17 10:02:55,13239906669,4,New Quote,6,general,0,4.9,Dispute claim denial,resolved,Resolved on first call,5.0,True
-19169,2024-12-17 10:24:05,16862938825,4,New Quote,6,general,87,9.1,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-19170,2024-12-17 10:25:47,15209673208,0,Speak to Agent,5,general,254,0.0,Remove vehicle from policy,abandoned,Customer abandoned,,False
-19171,2024-12-17 10:43:43,13779427004,2,Billing & Payments,3,billing,123,0.5,Report accident,resolved,Payment processed successfully,3.0,True
-19172,2024-12-17 10:49:45,16775108445,1,Claims,1,claims,131,4.9,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-19173,2024-12-17 10:53:55,13113778086,2,Billing & Payments,4,billing,236,5.1,Update address,resolved,Transferred to supervisor,4.0,True
-19174,2024-12-17 10:58:25,12519288413,1,Claims,1,claims,171,0.0,Update payment method,abandoned,Customer abandoned,,False
-19175,2024-12-17 11:04:45,17491153946,2,Billing & Payments,8,billing,41,3.4,Ask about deductible,resolved,Payment processed successfully,4.0,True
-19176,2024-12-17 11:05:53,15350688986,3,Policy Changes,5,general,43,6.8,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-19177,2024-12-17 11:11:46,12259067744,2,Billing & Payments,3,billing,58,3.3,Dispute claim denial,resolved,"Information provided, no action needed",4.0,True
-19178,2024-12-17 11:29:56,14824373708,4,New Quote,5,general,118,9.2,Change coverage level,follow_up_needed,Policy updated per customer request,1.0,False
-19179,2024-12-17 11:45:30,18198211036,1,Claims,2,claims,130,7.5,General coverage question,follow_up_needed,Payment processed successfully,4.0,False
-19180,2024-12-17 11:52:40,12783040427,3,Policy Changes,5,general,151,7.8,Ask about deductible,follow_up_needed,Escalated to claims adjuster,5.0,False
-19181,2024-12-17 12:26:53,17024456606,1,Claims,2,claims,49,7.4,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",5.0,False
-19182,2024-12-17 12:32:30,17420201900,1,Claims,2,claims,45,11.5,Request payment plan,transferred,Resolved on first call,3.0,False
-19183,2024-12-17 12:52:34,15387871592,2,Billing & Payments,3,billing,163,8.1,Payment not processed,resolved,Customer disconnected before resolution,5.0,True
-19184,2024-12-17 12:56:28,14919089402,1,Claims,7,claims,0,2.4,General coverage question,resolved,Customer disconnected before resolution,5.0,True
-19185,2024-12-17 13:05:03,19255408256,3,Policy Changes,6,general,180,11.8,Cancel policy,follow_up_needed,Payment processed successfully,4.0,False
-19186,2024-12-17 13:18:42,12608734827,3,Policy Changes,6,general,160,13.8,Ask about deductible,follow_up_needed,Resolved on first call,3.0,False
-19187,2024-12-17 13:31:57,12863049761,4,New Quote,5,general,167,2.6,Ask about deductible,resolved,Resolved on first call,2.0,True
-19188,2024-12-17 13:46:45,12793815027,3,Policy Changes,5,general,74,0.0,Request payment plan,abandoned,Customer abandoned,,False
-19189,2024-12-17 13:53:32,12409076493,4,New Quote,6,general,225,6.4,Remove vehicle from policy,resolved,"Claim filed, reference number provided",3.0,True
-19190,2024-12-17 13:55:10,15572026997,3,Policy Changes,6,general,55,9.8,Update address,transferred,Transferred to supervisor,2.0,False
-19191,2024-12-17 14:32:36,12784638616,4,New Quote,6,general,200,10.3,Request ID cards,resolved,"Information provided, no action needed",3.0,True
-19192,2024-12-17 14:42:46,15851184316,0,Speak to Agent,6,general,129,9.4,Dispute claim denial,resolved,Payment processed successfully,4.0,True
-19193,2024-12-17 14:46:16,12699944429,4,New Quote,5,general,239,5.4,Complaint about service,resolved,Callback scheduled for tomorrow,3.0,True
-19194,2024-12-17 14:47:28,19480327352,4,New Quote,6,general,84,7.2,Update address,resolved,Payment processed successfully,3.0,True
-19195,2024-12-17 14:52:44,12939889991,1,Claims,2,claims,183,8.5,Ask about deductible,resolved,Transferred to supervisor,2.0,True
-19196,2024-12-17 15:08:04,16563526329,2,Billing & Payments,4,billing,244,8.4,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,5.0,True
-19197,2024-12-17 15:28:59,13272033693,3,Policy Changes,6,general,164,6.9,Complaint about service,follow_up_needed,Escalated to claims adjuster,5.0,False
-19198,2024-12-17 15:33:07,14626522714,2,Billing & Payments,4,billing,127,6.6,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",4.0,False
-19199,2024-12-17 15:41:37,15782618532,0,Speak to Agent,5,general,97,5.2,Claim status inquiry,resolved,"Claim filed, reference number provided",4.0,True
-19200,2024-12-17 16:08:47,19071667514,1,Claims,7,claims,37,1.9,Ask about discounts,follow_up_needed,Payment processed successfully,3.0,False
-19201,2024-12-17 16:11:04,18269906395,0,Speak to Agent,6,general,60,10.7,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-19202,2024-12-17 16:11:12,19079325304,3,Policy Changes,5,general,276,5.9,Reinstate lapsed policy,resolved,Callback scheduled for tomorrow,5.0,True
-19203,2024-12-17 16:35:01,18185787288,2,Billing & Payments,8,billing,0,2.5,Update payment method,resolved,Customer requested manager,4.0,True
-19204,2024-12-17 16:40:13,16176200468,0,Speak to Agent,6,general,136,8.0,Request proof of insurance,resolved,Policy updated per customer request,3.0,True
-19205,2024-12-17 16:47:42,14335763842,4,New Quote,5,general,96,1.6,Complaint about service,resolved,Policy updated per customer request,4.0,True
-19206,2024-12-17 16:50:07,13300440502,4,New Quote,6,general,197,5.2,Update payment method,resolved,Transferred to supervisor,5.0,True
-19207,2024-12-17 16:53:26,16712033163,2,Billing & Payments,3,billing,140,6.9,Claim status inquiry,transferred,Customer requested manager,3.0,False
-19208,2024-12-17 17:08:29,16331960889,1,Claims,7,claims,120,0.0,Change coverage level,abandoned,Customer abandoned,,False
-19209,2024-12-17 17:08:37,13249414559,2,Billing & Payments,3,billing,0,5.1,Update address,resolved,Policy updated per customer request,5.0,True
-19210,2024-12-17 17:08:47,12916843966,3,Policy Changes,5,general,139,9.2,Update payment method,resolved,Transferred to supervisor,4.0,True
-19211,2024-12-17 17:20:58,13864257766,1,Claims,1,claims,7,0.0,Complaint about service,abandoned,Customer abandoned,,False
-19212,2024-12-17 17:33:08,16337748392,0,Speak to Agent,6,general,151,11.6,Request ID cards,resolved,Resolved on first call,2.0,True
-19213,2024-12-17 18:10:29,16586196213,0,Speak to Agent,6,general,220,13.1,Payment not processed,resolved,Callback scheduled for tomorrow,4.0,True
-19214,2024-12-17 18:50:43,19320630180,4,New Quote,5,general,135,0.0,Update address,abandoned,Customer abandoned,,False
-19215,2024-12-17 18:56:00,19191932502,2,Billing & Payments,4,billing,176,6.1,Dispute claim denial,resolved,Customer requested manager,4.0,True
-19216,2024-12-18 07:22:00,13686491930,3,Policy Changes,5,general,87,5.5,Filing new auto claim,resolved,"Claim filed, reference number provided",3.0,True
-19217,2024-12-18 07:30:00,18508550483,4,New Quote,6,general,117,12.7,Claim status inquiry,follow_up_needed,Transferred to supervisor,1.0,False
-19218,2024-12-18 07:35:23,15969408737,1,Claims,7,claims,263,4.7,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-19219,2024-12-18 07:48:01,18777727434,0,Speak to Agent,5,general,69,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-19220,2024-12-18 07:48:58,12846236756,0,Speak to Agent,6,general,197,5.7,Inquire about premium increase,transferred,Callback scheduled for tomorrow,5.0,False
-19221,2024-12-18 08:00:19,19315847873,1,Claims,1,claims,197,6.1,Request ID cards,follow_up_needed,"Information provided, no action needed",2.0,False
-19222,2024-12-18 08:40:36,19724514430,3,Policy Changes,5,general,115,4.2,Dispute claim denial,resolved,"Information provided, no action needed",5.0,True
-19223,2024-12-18 08:46:21,18561008988,1,Claims,7,claims,172,9.5,Payment not processed,resolved,"Information provided, no action needed",3.0,True
-19224,2024-12-18 09:04:03,18682244988,1,Claims,7,claims,28,7.9,Remove vehicle from policy,transferred,"Claim filed, reference number provided",4.0,False
-19225,2024-12-18 09:04:31,19259089979,3,Policy Changes,6,general,156,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-19226,2024-12-18 09:07:57,19517590734,4,New Quote,5,general,293,5.7,Report accident,follow_up_needed,"Claim filed, reference number provided",3.0,False
-19227,2024-12-18 09:18:31,15311588581,1,Claims,7,claims,253,9.2,Update address,resolved,Policy updated per customer request,3.0,True
-19228,2024-12-18 09:20:30,15814143170,3,Policy Changes,6,general,0,9.8,Update payment method,resolved,Callback scheduled for tomorrow,5.0,True
-19229,2024-12-18 09:25:37,15645931653,2,Billing & Payments,4,billing,84,8.8,Report accident,resolved,Customer disconnected before resolution,5.0,True
-19230,2024-12-18 09:35:15,14324667338,3,Policy Changes,5,general,128,2.8,Complaint about service,resolved,Customer disconnected before resolution,4.0,True
-19231,2024-12-18 09:38:40,19105033044,4,New Quote,5,general,0,6.7,Change coverage level,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-19232,2024-12-18 09:45:16,16866471086,0,Speak to Agent,6,general,78,11.8,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",2.0,False
-19233,2024-12-18 09:50:59,12235932896,2,Billing & Payments,8,billing,81,5.9,Cancel policy,resolved,Payment processed successfully,2.0,True
-19234,2024-12-18 10:17:52,19982207954,4,New Quote,5,general,54,6.7,Request payment plan,transferred,Policy updated per customer request,2.0,False
-19235,2024-12-18 10:20:41,13579559991,3,Policy Changes,6,general,62,6.2,Cancel policy,transferred,"Claim filed, reference number provided",5.0,False
-19236,2024-12-18 10:21:20,18013643849,3,Policy Changes,6,general,62,13.1,Ask about discounts,transferred,Callback scheduled for tomorrow,3.0,False
-19237,2024-12-18 10:28:19,14506836639,3,Policy Changes,6,general,156,7.6,Remove vehicle from policy,resolved,"Claim filed, reference number provided",5.0,True
-19238,2024-12-18 10:47:36,16783161824,2,Billing & Payments,8,billing,162,3.0,Request payment plan,resolved,"Information provided, no action needed",3.0,True
-19239,2024-12-18 10:50:46,14839673412,2,Billing & Payments,4,billing,61,5.2,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-19240,2024-12-18 10:58:55,15618297647,3,Policy Changes,6,general,154,11.9,Add driver to policy,transferred,Callback scheduled for tomorrow,3.0,False
-19241,2024-12-18 10:59:07,15451982878,4,New Quote,6,general,51,5.5,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-19242,2024-12-18 11:06:08,16894531008,0,Speak to Agent,6,general,32,0.0,Change coverage level,abandoned,Customer abandoned,,False
-19243,2024-12-18 11:06:50,16539311729,3,Policy Changes,6,general,163,5.8,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-19244,2024-12-18 11:26:48,18738062637,3,Policy Changes,5,general,24,1.2,Complaint about service,follow_up_needed,Customer requested manager,3.0,False
-19245,2024-12-18 11:32:03,18272329976,3,Policy Changes,6,general,249,8.5,Dispute claim denial,transferred,Payment processed successfully,4.0,False
-19246,2024-12-18 11:36:12,14028251517,2,Billing & Payments,3,billing,96,4.8,Ask about discounts,resolved,Customer requested manager,4.0,True
-19247,2024-12-18 11:40:23,15450146639,3,Policy Changes,5,general,0,7.3,General coverage question,resolved,Customer requested manager,5.0,True
-19248,2024-12-18 11:41:15,12309154478,4,New Quote,6,general,150,8.3,Remove vehicle from policy,resolved,Customer disconnected before resolution,5.0,True
-19249,2024-12-18 11:42:07,16005106582,1,Claims,1,claims,63,5.1,Request ID cards,transferred,"Information provided, no action needed",3.0,False
-19250,2024-12-18 11:52:41,12816697240,4,New Quote,6,general,87,4.8,Reinstate lapsed policy,resolved,Transferred to supervisor,5.0,True
-19251,2024-12-18 11:53:45,19193796505,0,Speak to Agent,6,general,242,9.8,Ask about deductible,resolved,Payment processed successfully,4.0,True
-19252,2024-12-18 11:54:56,14552477905,2,Billing & Payments,8,billing,16,3.0,Request ID cards,resolved,Customer requested manager,3.0,True
-19253,2024-12-18 12:05:30,12995157508,4,New Quote,5,general,108,5.3,Change coverage level,resolved,Escalated to claims adjuster,3.0,True
-19254,2024-12-18 12:06:18,14128660322,4,New Quote,6,general,223,9.3,Request payment plan,resolved,Callback scheduled for tomorrow,3.0,True
-19255,2024-12-18 13:05:04,13519692208,0,Speak to Agent,6,general,125,9.7,Report accident,resolved,Escalated to claims adjuster,5.0,True
-19256,2024-12-18 13:12:48,13427755278,4,New Quote,5,general,167,4.4,General coverage question,follow_up_needed,"Information provided, no action needed",3.0,False
-19257,2024-12-18 13:26:36,14922131525,0,Speak to Agent,6,general,142,6.8,Add driver to policy,resolved,"Claim filed, reference number provided",2.0,True
-19258,2024-12-18 13:42:03,19365660963,4,New Quote,5,general,131,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-19259,2024-12-18 13:52:24,12807054339,4,New Quote,5,general,36,1.6,Dispute claim denial,resolved,Policy updated per customer request,3.0,True
-19260,2024-12-18 13:53:13,12269122964,3,Policy Changes,5,general,165,8.1,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-19261,2024-12-18 14:01:53,19560731934,1,Claims,2,claims,91,9.8,Add driver to policy,resolved,Policy updated per customer request,3.0,True
-19262,2024-12-18 14:02:50,19943301602,3,Policy Changes,6,general,221,9.1,Update address,resolved,Policy updated per customer request,5.0,True
-19263,2024-12-18 14:13:28,15013945868,4,New Quote,6,general,24,7.4,Change coverage level,resolved,Escalated to claims adjuster,2.0,True
-19264,2024-12-18 14:24:53,15643367125,1,Claims,1,claims,31,7.8,Claim status inquiry,transferred,"Claim filed, reference number provided",2.0,False
-19265,2024-12-18 14:26:37,15123251783,4,New Quote,5,general,288,0.5,Cancel policy,resolved,Callback scheduled for tomorrow,3.0,True
-19266,2024-12-18 14:28:22,16492419952,4,New Quote,6,general,94,9.2,Cancel policy,transferred,Callback scheduled for tomorrow,4.0,False
-19267,2024-12-18 14:30:35,18731664013,1,Claims,2,claims,93,4.0,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-19268,2024-12-18 14:31:09,14601746410,2,Billing & Payments,8,billing,172,4.7,Request payment plan,follow_up_needed,"Information provided, no action needed",4.0,False
-19269,2024-12-18 14:35:30,15588515581,0,Speak to Agent,5,general,0,2.0,Ask about discounts,resolved,Policy updated per customer request,5.0,True
-19270,2024-12-18 15:18:49,19443984030,2,Billing & Payments,8,billing,85,7.6,Claim status inquiry,follow_up_needed,Payment processed successfully,2.0,False
-19271,2024-12-18 15:23:47,16628324787,4,New Quote,5,general,167,0.5,Ask about deductible,resolved,Policy updated per customer request,2.0,True
-19272,2024-12-18 15:42:33,19588387093,4,New Quote,6,general,196,11.0,Change coverage level,resolved,"Information provided, no action needed",5.0,True
-19273,2024-12-18 15:46:56,13997249205,2,Billing & Payments,3,billing,38,0.0,Complaint about service,abandoned,Customer abandoned,,False
-19274,2024-12-18 16:20:25,13253903590,2,Billing & Payments,3,billing,61,0.5,Request proof of insurance,follow_up_needed,Resolved on first call,5.0,False
-19275,2024-12-18 16:33:55,14305225842,0,Speak to Agent,6,general,187,3.9,Add driver to policy,resolved,Resolved on first call,3.0,True
-19276,2024-12-18 16:44:45,18846048696,3,Policy Changes,5,general,128,6.6,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-19277,2024-12-18 16:48:29,17255928601,0,Speak to Agent,6,general,80,10.5,Report accident,resolved,Policy updated per customer request,4.0,True
-19278,2024-12-18 17:02:39,19396928233,2,Billing & Payments,4,billing,126,5.1,Cancel policy,resolved,Customer disconnected before resolution,4.0,True
-19279,2024-12-18 17:03:39,12181094419,3,Policy Changes,6,general,322,0.0,Complaint about service,abandoned,Customer abandoned,,False
-19280,2024-12-18 17:04:19,16325253340,4,New Quote,5,general,166,6.3,Reinstate lapsed policy,resolved,Policy updated per customer request,5.0,True
-19281,2024-12-18 17:10:02,16124585895,2,Billing & Payments,4,billing,5,13.1,Ask about deductible,resolved,Resolved on first call,4.0,True
-19282,2024-12-18 17:12:40,12153478998,3,Policy Changes,5,general,43,1.7,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-19283,2024-12-18 17:15:23,14176004787,3,Policy Changes,5,general,119,3.0,Update address,resolved,Customer requested manager,4.0,True
-19284,2024-12-18 17:19:49,13147944194,1,Claims,7,claims,203,2.2,Change coverage level,resolved,"Claim filed, reference number provided",3.0,True
-19285,2024-12-18 17:59:43,16010110369,2,Billing & Payments,3,billing,148,3.1,Ask about discounts,follow_up_needed,"Claim filed, reference number provided",3.0,False
-19286,2024-12-18 18:02:44,12893209016,2,Billing & Payments,4,billing,316,3.2,Payment not processed,resolved,Resolved on first call,3.0,True
-19287,2024-12-18 18:35:58,18754751190,1,Claims,7,claims,261,8.7,Ask about deductible,transferred,Callback scheduled for tomorrow,1.0,False
-19288,2024-12-19 07:11:50,16371725129,0,Speak to Agent,5,general,36,4.9,Change coverage level,transferred,Resolved on first call,1.0,False
-19289,2024-12-19 07:15:04,19653836876,3,Policy Changes,5,general,201,4.9,Change coverage level,resolved,"Information provided, no action needed",4.0,True
-19290,2024-12-19 07:17:59,19327728300,0,Speak to Agent,5,general,30,5.7,Update payment method,transferred,"Claim filed, reference number provided",2.0,False
-19291,2024-12-19 07:24:55,19074332248,4,New Quote,5,general,94,6.3,Ask about discounts,resolved,Callback scheduled for tomorrow,4.0,True
-19292,2024-12-19 07:33:52,17330126877,2,Billing & Payments,4,billing,46,5.4,Request proof of insurance,resolved,Callback scheduled for tomorrow,4.0,True
-19293,2024-12-19 07:34:02,16119663082,3,Policy Changes,5,general,79,0.0,General coverage question,abandoned,Customer abandoned,,False
-19294,2024-12-19 07:52:35,18577682290,3,Policy Changes,6,general,197,10.8,Change coverage level,resolved,Policy updated per customer request,3.0,True
-19295,2024-12-19 08:14:07,15763366815,4,New Quote,5,general,74,7.9,Request ID cards,resolved,Callback scheduled for tomorrow,4.0,True
-19296,2024-12-19 08:22:12,16886491117,2,Billing & Payments,4,billing,3,8.0,Payment not processed,resolved,Payment processed successfully,5.0,True
-19297,2024-12-19 08:36:28,19247024836,2,Billing & Payments,3,billing,93,5.0,Inquire about premium increase,transferred,"Information provided, no action needed",3.0,False
-19298,2024-12-19 08:42:10,13443129664,0,Speak to Agent,5,general,0,8.8,Payment not processed,resolved,"Information provided, no action needed",5.0,True
-19299,2024-12-19 09:05:05,16110810310,1,Claims,7,claims,251,3.3,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-19300,2024-12-19 09:11:25,13658412826,3,Policy Changes,6,general,123,3.5,Add driver to policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-19301,2024-12-19 09:25:38,13733505658,2,Billing & Payments,4,billing,142,6.9,Ask about discounts,follow_up_needed,Resolved on first call,3.0,False
-19302,2024-12-19 09:27:57,15520967583,1,Claims,7,claims,123,7.6,Update payment method,resolved,"Information provided, no action needed",3.0,True
-19303,2024-12-19 09:30:17,13015482054,1,Claims,7,claims,239,8.9,Remove vehicle from policy,follow_up_needed,Customer disconnected before resolution,4.0,False
-19304,2024-12-19 09:30:50,12067180797,1,Claims,1,claims,104,9.1,Claim status inquiry,follow_up_needed,Transferred to supervisor,4.0,False
-19305,2024-12-19 09:40:11,14178592097,3,Policy Changes,6,general,183,3.6,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",3.0,False
-19306,2024-12-19 09:48:22,18204246893,1,Claims,7,claims,169,4.6,Request ID cards,resolved,Resolved on first call,4.0,True
-19307,2024-12-19 09:52:18,14238975352,0,Speak to Agent,5,general,156,1.2,Request ID cards,resolved,Resolved on first call,3.0,True
-19308,2024-12-19 09:55:06,12059245479,2,Billing & Payments,4,billing,36,4.0,Payment not processed,resolved,"Claim filed, reference number provided",5.0,True
-19309,2024-12-19 09:59:55,15786284884,2,Billing & Payments,8,billing,213,8.2,Claim status inquiry,resolved,Customer disconnected before resolution,5.0,True
-19310,2024-12-19 10:13:46,15528092527,0,Speak to Agent,6,general,106,5.0,Update payment method,resolved,Customer requested manager,5.0,True
-19311,2024-12-19 10:19:41,15342437884,2,Billing & Payments,8,billing,324,4.6,Complaint about service,resolved,Customer requested manager,4.0,True
-19312,2024-12-19 10:22:44,13444516611,4,New Quote,5,general,99,6.9,Update payment method,resolved,Callback scheduled for tomorrow,3.0,True
-19313,2024-12-19 10:42:16,13763056709,4,New Quote,5,general,128,4.4,Cancel policy,resolved,Transferred to supervisor,5.0,True
-19314,2024-12-19 10:49:11,18325631493,1,Claims,1,claims,190,4.2,Claim status inquiry,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-19315,2024-12-19 10:51:35,19012535889,1,Claims,1,claims,0,6.6,General coverage question,resolved,Payment processed successfully,4.0,True
-19316,2024-12-19 10:55:21,17139558387,0,Speak to Agent,5,general,69,5.8,Request proof of insurance,resolved,"Claim filed, reference number provided",3.0,True
-19317,2024-12-19 10:55:45,13076819197,4,New Quote,6,general,123,9.0,Remove vehicle from policy,transferred,Customer requested manager,3.0,False
-19318,2024-12-19 11:17:52,16423063723,4,New Quote,5,general,219,4.0,Update address,resolved,Policy updated per customer request,4.0,True
-19319,2024-12-19 11:23:57,17801714601,2,Billing & Payments,4,billing,185,8.4,Ask about deductible,resolved,Transferred to supervisor,3.0,True
-19320,2024-12-19 11:34:38,18798183896,4,New Quote,6,general,75,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-19321,2024-12-19 11:45:06,12106240709,1,Claims,2,claims,70,9.1,Ask about discounts,follow_up_needed,"Information provided, no action needed",4.0,False
-19322,2024-12-19 11:46:18,14751346652,0,Speak to Agent,6,general,59,6.1,Request payment plan,resolved,Policy updated per customer request,5.0,True
-19323,2024-12-19 11:48:49,16827133364,2,Billing & Payments,8,billing,0,2.6,Ask about deductible,resolved,Payment processed successfully,2.0,True
-19324,2024-12-19 11:54:30,18836312398,0,Speak to Agent,6,general,26,10.7,Request proof of insurance,resolved,"Information provided, no action needed",4.0,True
-19325,2024-12-19 12:04:18,15114196923,1,Claims,2,claims,110,10.5,Report accident,resolved,"Claim filed, reference number provided",4.0,True
-19326,2024-12-19 12:31:03,18949602291,3,Policy Changes,5,general,127,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-19327,2024-12-19 12:57:38,15024531130,0,Speak to Agent,6,general,77,0.0,Complaint about service,abandoned,Customer abandoned,,False
-19328,2024-12-19 13:12:17,17360139974,0,Speak to Agent,5,general,72,7.9,Request payment plan,resolved,Transferred to supervisor,3.0,True
-19329,2024-12-19 13:29:33,16036668921,3,Policy Changes,5,general,188,0.0,General coverage question,abandoned,Customer abandoned,,False
-19330,2024-12-19 13:43:27,16004854864,3,Policy Changes,5,general,143,3.2,Report accident,resolved,Callback scheduled for tomorrow,4.0,True
-19331,2024-12-19 13:53:01,16332700872,0,Speak to Agent,6,general,134,7.1,Update payment method,resolved,Callback scheduled for tomorrow,4.0,True
-19332,2024-12-19 13:53:44,14991156491,3,Policy Changes,5,general,113,4.9,Remove vehicle from policy,transferred,Transferred to supervisor,3.0,False
-19333,2024-12-19 13:56:48,12993840987,2,Billing & Payments,8,billing,197,6.5,Request proof of insurance,resolved,Escalated to claims adjuster,4.0,True
-19334,2024-12-19 14:00:43,13724957413,0,Speak to Agent,5,general,172,5.0,Filing new auto claim,resolved,Escalated to claims adjuster,4.0,True
-19335,2024-12-19 14:12:03,14167716573,2,Billing & Payments,4,billing,167,6.4,Request proof of insurance,transferred,Payment processed successfully,4.0,False
-19336,2024-12-19 14:15:42,14372877331,1,Claims,2,claims,89,7.8,Cancel policy,follow_up_needed,Payment processed successfully,2.0,False
-19337,2024-12-19 14:19:34,15296988603,2,Billing & Payments,3,billing,139,1.1,Dispute claim denial,transferred,Transferred to supervisor,3.0,False
-19338,2024-12-19 14:20:25,14833028735,1,Claims,7,claims,38,7.2,Filing new auto claim,resolved,Customer disconnected before resolution,2.0,True
-19339,2024-12-19 14:24:34,19493917198,3,Policy Changes,5,general,76,6.0,Complaint about service,resolved,"Claim filed, reference number provided",4.0,True
-19340,2024-12-19 14:28:03,13261812041,2,Billing & Payments,3,billing,44,2.8,Payment not processed,resolved,Escalated to claims adjuster,5.0,True
-19341,2024-12-19 14:32:32,13617589704,4,New Quote,5,general,0,0.0,Change coverage level,abandoned,Customer abandoned,,False
-19342,2024-12-19 14:43:35,13405008124,4,New Quote,6,general,182,9.9,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",4.0,False
-19343,2024-12-19 15:00:20,16344131824,1,Claims,7,claims,84,3.2,Request ID cards,resolved,Policy updated per customer request,3.0,True
-19344,2024-12-19 15:07:32,17807685064,1,Claims,2,claims,55,8.9,Reinstate lapsed policy,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-19345,2024-12-19 15:09:38,14235934578,4,New Quote,6,general,339,9.7,Payment not processed,follow_up_needed,Callback scheduled for tomorrow,1.0,False
-19346,2024-12-19 15:10:14,13951480713,2,Billing & Payments,4,billing,247,8.0,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-19347,2024-12-19 15:14:55,16747401386,3,Policy Changes,6,general,100,2.4,Change coverage level,follow_up_needed,Resolved on first call,3.0,False
-19348,2024-12-19 15:29:05,13004517934,2,Billing & Payments,4,billing,185,2.9,Claim status inquiry,resolved,Policy updated per customer request,5.0,True
-19349,2024-12-19 15:33:30,19723454110,1,Claims,2,claims,41,12.2,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-19350,2024-12-19 15:36:28,15272914512,2,Billing & Payments,8,billing,212,5.3,Add driver to policy,resolved,Payment processed successfully,3.0,True
-19351,2024-12-19 15:49:13,18982529313,0,Speak to Agent,6,general,209,8.1,Ask about deductible,resolved,"Information provided, no action needed",5.0,True
-19352,2024-12-19 15:53:04,18134915382,1,Claims,7,claims,142,9.4,Change coverage level,resolved,"Information provided, no action needed",5.0,True
-19353,2024-12-19 15:57:14,14589268265,3,Policy Changes,5,general,184,4.5,Add driver to policy,resolved,Payment processed successfully,3.0,True
-19354,2024-12-19 15:59:24,15452987774,3,Policy Changes,5,general,99,3.7,Request proof of insurance,resolved,Payment processed successfully,5.0,True
-19355,2024-12-19 16:09:54,13698997995,2,Billing & Payments,8,billing,119,0.5,Dispute claim denial,resolved,"Claim filed, reference number provided",3.0,True
-19356,2024-12-19 16:17:05,18347995752,4,New Quote,6,general,133,7.1,Filing new auto claim,resolved,"Information provided, no action needed",3.0,True
-19357,2024-12-19 16:26:21,19723217880,2,Billing & Payments,3,billing,171,2.9,Dispute claim denial,resolved,Escalated to claims adjuster,5.0,True
-19358,2024-12-19 16:35:21,19688001575,4,New Quote,6,general,78,0.0,Complaint about service,abandoned,Customer abandoned,,False
-19359,2024-12-19 16:35:38,16134041934,4,New Quote,5,general,114,2.0,Update payment method,resolved,Escalated to claims adjuster,5.0,True
-19360,2024-12-19 16:38:19,13727486071,2,Billing & Payments,3,billing,268,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-19361,2024-12-19 16:41:46,15188398074,0,Speak to Agent,6,general,88,8.5,Request proof of insurance,transferred,"Claim filed, reference number provided",3.0,False
-19362,2024-12-19 17:05:06,15141056855,3,Policy Changes,6,general,141,0.0,General coverage question,abandoned,Customer abandoned,,False
-19363,2024-12-19 17:23:47,15600089176,2,Billing & Payments,4,billing,0,7.3,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-19364,2024-12-19 17:30:43,19721186172,0,Speak to Agent,6,general,151,13.2,General coverage question,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-19365,2024-12-19 17:34:36,19020428110,1,Claims,1,claims,0,3.3,Request payment plan,resolved,Callback scheduled for tomorrow,4.0,True
-19366,2024-12-19 17:42:22,16536082851,0,Speak to Agent,6,general,143,8.9,Claim status inquiry,transferred,Customer requested manager,2.0,False
-19367,2024-12-19 17:42:23,19193850696,3,Policy Changes,6,general,79,11.0,Complaint about service,resolved,Payment processed successfully,4.0,True
-19368,2024-12-19 17:45:53,16547613929,0,Speak to Agent,5,general,79,1.4,Request proof of insurance,resolved,Policy updated per customer request,2.0,True
-19369,2024-12-19 17:58:01,14024026700,1,Claims,1,claims,99,4.2,Remove vehicle from policy,follow_up_needed,Customer requested manager,4.0,False
-19370,2024-12-19 18:01:10,19093456846,1,Claims,2,claims,162,5.6,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,2.0,False
-19371,2024-12-19 18:15:45,15705879115,2,Billing & Payments,4,billing,39,6.4,Add driver to policy,resolved,"Information provided, no action needed",2.0,True
-19372,2024-12-19 18:17:15,19546339684,4,New Quote,6,general,116,11.4,Update payment method,follow_up_needed,Escalated to claims adjuster,4.0,False
-19373,2024-12-19 18:40:50,14449568165,1,Claims,2,claims,173,8.6,Request ID cards,transferred,Escalated to claims adjuster,3.0,False
-19374,2024-12-19 18:47:20,16999424133,1,Claims,7,claims,193,4.8,Dispute claim denial,resolved,Callback scheduled for tomorrow,5.0,True
-19375,2024-12-20 07:02:03,18821977927,0,Speak to Agent,5,general,49,5.9,Ask about deductible,follow_up_needed,"Information provided, no action needed",3.0,False
-19376,2024-12-20 07:02:46,12642242615,0,Speak to Agent,5,general,0,8.2,Update address,resolved,Resolved on first call,3.0,True
-19377,2024-12-20 07:06:19,19286197116,4,New Quote,6,general,193,10.7,Claim status inquiry,resolved,Escalated to claims adjuster,4.0,True
-19378,2024-12-20 07:34:34,19765610728,3,Policy Changes,5,general,82,1.9,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-19379,2024-12-20 07:53:09,19706151232,4,New Quote,6,general,96,8.6,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-19380,2024-12-20 08:11:10,19757625825,4,New Quote,5,general,136,6.7,Inquire about premium increase,resolved,Escalated to claims adjuster,5.0,True
-19381,2024-12-20 08:14:24,15991712001,0,Speak to Agent,5,general,109,7.6,Complaint about service,resolved,Escalated to claims adjuster,3.0,True
-19382,2024-12-20 08:31:50,19653263116,1,Claims,2,claims,169,5.5,Remove vehicle from policy,resolved,Customer requested manager,4.0,True
-19383,2024-12-20 08:44:17,16443693680,1,Claims,2,claims,73,9.8,General coverage question,resolved,Customer requested manager,3.0,True
-19384,2024-12-20 08:44:22,19722949726,2,Billing & Payments,4,billing,135,5.8,Update payment method,resolved,Customer disconnected before resolution,3.0,True
-19385,2024-12-20 08:48:12,17710578816,4,New Quote,5,general,279,5.6,Add driver to policy,resolved,Payment processed successfully,4.0,True
-19386,2024-12-20 09:01:59,14716370461,0,Speak to Agent,6,general,103,0.0,Inquire about premium increase,abandoned,Customer abandoned,,False
-19387,2024-12-20 09:05:52,19593680580,4,New Quote,5,general,0,6.6,Filing new auto claim,resolved,Callback scheduled for tomorrow,5.0,True
-19388,2024-12-20 09:24:54,15814945597,3,Policy Changes,6,general,246,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-19389,2024-12-20 09:24:56,17183587856,3,Policy Changes,6,general,78,7.6,Add driver to policy,resolved,Escalated to claims adjuster,4.0,True
-19390,2024-12-20 09:35:05,14477378204,4,New Quote,5,general,77,4.6,Cancel policy,transferred,Customer requested manager,3.0,False
-19391,2024-12-20 09:43:07,17599378885,0,Speak to Agent,6,general,53,5.9,Change coverage level,follow_up_needed,"Claim filed, reference number provided",1.0,False
-19392,2024-12-20 09:43:23,15605845208,3,Policy Changes,6,general,89,8.0,Dispute claim denial,follow_up_needed,"Claim filed, reference number provided",4.0,False
-19393,2024-12-20 09:46:45,16447280713,4,New Quote,6,general,184,9.0,Request payment plan,follow_up_needed,"Claim filed, reference number provided",3.0,False
-19394,2024-12-20 10:02:50,16673755834,0,Speak to Agent,5,general,173,5.0,Request ID cards,resolved,"Information provided, no action needed",4.0,True
-19395,2024-12-20 10:20:02,15868406038,2,Billing & Payments,4,billing,148,7.1,Complaint about service,resolved,Policy updated per customer request,3.0,True
-19396,2024-12-20 10:24:26,18325172475,2,Billing & Payments,8,billing,46,8.7,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-19397,2024-12-20 10:24:52,16623732935,3,Policy Changes,5,general,216,0.7,Request payment plan,resolved,Payment processed successfully,5.0,True
-19398,2024-12-20 10:33:59,14748608319,2,Billing & Payments,8,billing,6,7.0,Complaint about service,resolved,Policy updated per customer request,5.0,True
-19399,2024-12-20 10:35:46,12298975968,3,Policy Changes,6,general,6,12.6,Ask about deductible,follow_up_needed,Escalated to claims adjuster,4.0,False
-19400,2024-12-20 10:44:00,16319648529,4,New Quote,5,general,105,6.3,Update address,resolved,"Claim filed, reference number provided",4.0,True
-19401,2024-12-20 10:58:57,18682227313,1,Claims,1,claims,9,5.8,Request proof of insurance,resolved,Escalated to claims adjuster,3.0,True
-19402,2024-12-20 11:09:32,13435385397,0,Speak to Agent,5,general,212,10.2,Request proof of insurance,resolved,Payment processed successfully,5.0,True
-19403,2024-12-20 11:14:04,14918445855,4,New Quote,5,general,0,7.4,Add driver to policy,resolved,Policy updated per customer request,3.0,True
-19404,2024-12-20 11:16:58,16710842601,3,Policy Changes,6,general,74,6.2,Payment not processed,resolved,Resolved on first call,3.0,True
-19405,2024-12-20 11:24:24,18958154301,4,New Quote,5,general,0,4.4,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,3.0,False
-19406,2024-12-20 11:34:37,18899282678,4,New Quote,5,general,69,1.0,Ask about discounts,resolved,Transferred to supervisor,5.0,True
-19407,2024-12-20 11:36:16,15370188483,2,Billing & Payments,4,billing,0,5.4,Inquire about premium increase,follow_up_needed,Customer requested manager,3.0,False
-19408,2024-12-20 11:40:06,17637048974,2,Billing & Payments,4,billing,104,5.8,Update address,follow_up_needed,"Claim filed, reference number provided",4.0,False
-19409,2024-12-20 11:40:27,12868314934,0,Speak to Agent,5,general,114,2.0,Ask about deductible,follow_up_needed,Policy updated per customer request,5.0,False
-19410,2024-12-20 11:42:28,13565463304,0,Speak to Agent,5,general,188,5.6,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-19411,2024-12-20 11:43:21,15939462857,1,Claims,7,claims,206,0.0,Update address,abandoned,Customer abandoned,,False
-19412,2024-12-20 11:44:10,18843063506,2,Billing & Payments,8,billing,0,5.1,Update payment method,resolved,"Claim filed, reference number provided",5.0,True
-19413,2024-12-20 11:51:39,12891641020,2,Billing & Payments,3,billing,196,10.1,Request payment plan,follow_up_needed,Payment processed successfully,3.0,False
-19414,2024-12-20 12:09:10,12976103705,0,Speak to Agent,5,general,86,9.2,Report accident,resolved,"Information provided, no action needed",4.0,True
-19415,2024-12-20 12:35:14,15138306692,1,Claims,2,claims,103,3.0,Complaint about service,resolved,Customer requested manager,5.0,True
-19416,2024-12-20 12:36:19,17404982365,4,New Quote,6,general,161,7.8,Filing new auto claim,resolved,Resolved on first call,3.0,True
-19417,2024-12-20 12:42:22,19631008434,0,Speak to Agent,6,general,164,7.7,Complaint about service,resolved,"Claim filed, reference number provided",4.0,True
-19418,2024-12-20 12:42:44,18770764670,4,New Quote,6,general,178,11.5,Ask about deductible,resolved,Transferred to supervisor,5.0,True
-19419,2024-12-20 12:50:49,12561494636,2,Billing & Payments,3,billing,55,2.3,Request payment plan,resolved,"Claim filed, reference number provided",3.0,True
-19420,2024-12-20 13:13:42,12437353508,1,Claims,1,claims,30,7.3,Update address,resolved,Transferred to supervisor,4.0,True
-19421,2024-12-20 13:16:10,15196855686,0,Speak to Agent,6,general,280,8.0,Claim status inquiry,transferred,Callback scheduled for tomorrow,4.0,False
-19422,2024-12-20 13:22:46,17313946302,0,Speak to Agent,6,general,39,10.2,Remove vehicle from policy,resolved,"Information provided, no action needed",5.0,True
-19423,2024-12-20 13:26:55,14173429601,4,New Quote,6,general,126,13.0,Update payment method,resolved,"Information provided, no action needed",2.0,True
-19424,2024-12-20 13:40:32,14864144728,0,Speak to Agent,5,general,154,6.5,Request ID cards,resolved,Payment processed successfully,4.0,True
-19425,2024-12-20 14:08:50,18595389552,4,New Quote,5,general,112,3.5,Request ID cards,resolved,Customer requested manager,4.0,True
-19426,2024-12-20 14:11:15,12969384098,4,New Quote,5,general,94,3.6,Ask about discounts,resolved,Escalated to claims adjuster,3.0,True
-19427,2024-12-20 14:16:36,16138112539,2,Billing & Payments,3,billing,71,3.2,Add driver to policy,resolved,Payment processed successfully,5.0,True
-19428,2024-12-20 14:31:05,13920841795,3,Policy Changes,5,general,72,3.6,Ask about deductible,resolved,Policy updated per customer request,3.0,True
-19429,2024-12-20 14:36:06,14442117969,3,Policy Changes,6,general,0,0.0,Cancel policy,abandoned,Customer abandoned,,False
-19430,2024-12-20 15:08:45,12290431285,4,New Quote,6,general,173,13.5,General coverage question,follow_up_needed,Customer disconnected before resolution,2.0,False
-19431,2024-12-20 15:10:37,12495248053,0,Speak to Agent,6,general,137,11.6,Dispute claim denial,resolved,Callback scheduled for tomorrow,2.0,True
-19432,2024-12-20 15:28:34,17060034620,4,New Quote,6,general,105,8.8,Request ID cards,follow_up_needed,Resolved on first call,5.0,False
-19433,2024-12-20 15:29:13,19745329234,4,New Quote,5,general,192,3.6,Ask about discounts,follow_up_needed,Policy updated per customer request,3.0,False
-19434,2024-12-20 15:35:45,19556321843,3,Policy Changes,6,general,88,9.7,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-19435,2024-12-20 15:51:40,15053358036,2,Billing & Payments,8,billing,298,5.3,Add driver to policy,resolved,Transferred to supervisor,4.0,True
-19436,2024-12-20 15:52:22,18874477159,0,Speak to Agent,6,general,108,12.5,Request ID cards,resolved,Transferred to supervisor,4.0,True
-19437,2024-12-20 15:53:30,13448647007,4,New Quote,5,general,253,5.6,Request ID cards,resolved,Policy updated per customer request,4.0,True
-19438,2024-12-20 16:00:49,15465186284,2,Billing & Payments,8,billing,94,2.4,Report accident,resolved,"Information provided, no action needed",4.0,True
-19439,2024-12-20 16:02:27,19788804989,4,New Quote,6,general,92,8.3,Payment not processed,resolved,Customer requested manager,4.0,True
-19440,2024-12-20 16:05:58,13875601261,3,Policy Changes,5,general,0,0.5,Update payment method,transferred,Resolved on first call,4.0,False
-19441,2024-12-20 16:09:26,15134701678,1,Claims,1,claims,0,6.7,Payment not processed,resolved,Resolved on first call,4.0,True
-19442,2024-12-20 16:14:36,18700732713,0,Speak to Agent,6,general,174,8.3,Claim status inquiry,resolved,"Information provided, no action needed",4.0,True
-19443,2024-12-20 16:15:53,13889388468,2,Billing & Payments,4,billing,172,4.6,Ask about deductible,follow_up_needed,Escalated to claims adjuster,3.0,False
-19444,2024-12-20 16:36:14,17655563474,1,Claims,7,claims,280,7.9,General coverage question,transferred,Customer requested manager,3.0,False
-19445,2024-12-20 16:38:32,14811702922,1,Claims,2,claims,90,5.1,Add driver to policy,follow_up_needed,Resolved on first call,1.0,False
-19446,2024-12-20 16:39:51,19985587925,0,Speak to Agent,6,general,70,7.5,Report accident,resolved,"Claim filed, reference number provided",3.0,True
-19447,2024-12-20 16:58:55,12285110236,4,New Quote,5,general,112,8.0,Add driver to policy,transferred,"Information provided, no action needed",4.0,False
-19448,2024-12-20 17:04:01,18542432069,1,Claims,1,claims,262,1.1,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,5.0,True
-19449,2024-12-20 17:32:25,19548955046,4,New Quote,6,general,122,7.4,Reinstate lapsed policy,transferred,Payment processed successfully,1.0,False
-19450,2024-12-20 18:19:53,13076613595,4,New Quote,5,general,78,9.5,Filing new auto claim,resolved,Escalated to claims adjuster,1.0,True
-19451,2024-12-20 18:34:46,14350482481,3,Policy Changes,6,general,161,10.2,Request ID cards,resolved,Customer requested manager,4.0,True
-19452,2024-12-20 18:34:50,14862581050,3,Policy Changes,5,general,109,9.2,Request payment plan,resolved,"Claim filed, reference number provided",3.0,True
-19453,2024-12-20 18:35:44,17299562996,2,Billing & Payments,3,billing,133,6.1,Cancel policy,transferred,Policy updated per customer request,2.0,False
-19454,2024-12-21 09:16:49,12619946199,0,Speak to Agent,5,general,0,5.9,Request ID cards,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-19455,2024-12-21 09:24:52,14678170041,1,Claims,7,claims,246,1.5,Change coverage level,resolved,Transferred to supervisor,4.0,True
-19456,2024-12-21 09:26:57,15114888193,4,New Quote,5,general,261,3.5,Request payment plan,resolved,Payment processed successfully,2.0,True
-19457,2024-12-21 09:45:20,13806629362,1,Claims,7,claims,41,4.8,Payment not processed,transferred,Callback scheduled for tomorrow,4.0,False
-19458,2024-12-21 09:59:20,18219175768,1,Claims,2,claims,196,3.3,Remove vehicle from policy,resolved,Resolved on first call,4.0,True
-19459,2024-12-21 09:59:58,14472990376,0,Speak to Agent,6,general,224,11.2,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-19460,2024-12-21 10:27:22,18055253997,1,Claims,7,claims,141,2.1,Update payment method,resolved,"Claim filed, reference number provided",2.0,True
-19461,2024-12-21 10:28:03,15830403254,1,Claims,2,claims,0,10.0,Cancel policy,resolved,Payment processed successfully,3.0,True
-19462,2024-12-21 10:50:25,13341395101,0,Speak to Agent,6,general,54,5.8,Report accident,resolved,Transferred to supervisor,4.0,True
-19463,2024-12-21 10:58:32,18285959037,3,Policy Changes,6,general,254,10.9,General coverage question,follow_up_needed,Resolved on first call,3.0,False
-19464,2024-12-21 11:10:29,14355720855,2,Billing & Payments,4,billing,150,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-19465,2024-12-21 11:16:36,17307659089,4,New Quote,6,general,124,15.9,Dispute claim denial,resolved,Callback scheduled for tomorrow,5.0,True
-19466,2024-12-21 11:35:15,18462671276,2,Billing & Payments,4,billing,142,4.9,Filing new auto claim,follow_up_needed,Transferred to supervisor,5.0,False
-19467,2024-12-21 11:39:19,17020176091,0,Speak to Agent,6,general,65,6.8,Dispute claim denial,follow_up_needed,Customer requested manager,5.0,False
-19468,2024-12-21 11:51:48,16261717113,3,Policy Changes,5,general,37,3.2,Ask about discounts,resolved,"Information provided, no action needed",4.0,True
-19469,2024-12-21 11:54:37,14065303580,0,Speak to Agent,6,general,48,12.5,Filing new auto claim,resolved,Customer disconnected before resolution,5.0,True
-19470,2024-12-21 12:13:33,18312978160,1,Claims,7,claims,91,4.3,Reinstate lapsed policy,resolved,Policy updated per customer request,3.0,True
-19471,2024-12-21 12:24:47,17522951739,1,Claims,2,claims,180,10.1,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-19472,2024-12-21 12:30:59,13084655097,1,Claims,2,claims,121,10.9,Update address,transferred,Customer disconnected before resolution,5.0,False
-19473,2024-12-21 12:38:28,14220337765,2,Billing & Payments,4,billing,106,0.0,Payment not processed,abandoned,Customer abandoned,,False
-19474,2024-12-21 12:41:04,14938829605,4,New Quote,5,general,181,8.0,Reinstate lapsed policy,resolved,Resolved on first call,4.0,True
-19475,2024-12-21 12:44:34,19994071500,0,Speak to Agent,6,general,139,0.0,Request payment plan,abandoned,Customer abandoned,,False
-19476,2024-12-21 12:49:58,17236128100,0,Speak to Agent,6,general,96,8.6,Payment not processed,resolved,Callback scheduled for tomorrow,4.0,True
-19477,2024-12-21 12:52:01,14615673059,2,Billing & Payments,4,billing,31,7.0,Change coverage level,resolved,Policy updated per customer request,4.0,True
-19478,2024-12-21 12:54:56,16740763082,2,Billing & Payments,8,billing,0,3.2,Request ID cards,resolved,Callback scheduled for tomorrow,5.0,True
-19479,2024-12-21 12:56:59,12184564524,0,Speak to Agent,5,general,76,4.5,Change coverage level,resolved,Customer requested manager,4.0,True
-19480,2024-12-21 12:58:33,16695579429,0,Speak to Agent,5,general,73,6.6,Request payment plan,resolved,Callback scheduled for tomorrow,5.0,True
-19481,2024-12-23 07:04:21,17804063483,4,New Quote,5,general,59,5.6,Request proof of insurance,resolved,Transferred to supervisor,4.0,True
-19482,2024-12-23 07:12:04,12221301804,1,Claims,1,claims,91,9.3,Cancel policy,resolved,Callback scheduled for tomorrow,5.0,True
-19483,2024-12-23 07:17:19,13490821128,2,Billing & Payments,4,billing,172,6.9,Reinstate lapsed policy,follow_up_needed,"Information provided, no action needed",1.0,False
-19484,2024-12-23 07:18:22,14326646571,0,Speak to Agent,6,general,160,7.1,Payment not processed,resolved,Payment processed successfully,4.0,True
-19485,2024-12-23 07:20:51,19336658673,1,Claims,1,claims,24,10.9,Update payment method,resolved,Resolved on first call,4.0,True
-19486,2024-12-23 07:27:16,12790514210,4,New Quote,5,general,216,3.9,Request proof of insurance,resolved,Policy updated per customer request,4.0,True
-19487,2024-12-23 07:35:26,13971879483,2,Billing & Payments,3,billing,31,2.9,Request ID cards,resolved,Customer disconnected before resolution,3.0,True
-19488,2024-12-23 07:37:45,14176859460,0,Speak to Agent,6,general,138,5.1,Report accident,resolved,Callback scheduled for tomorrow,3.0,True
-19489,2024-12-23 07:53:44,16938637031,0,Speak to Agent,5,general,124,5.2,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-19490,2024-12-23 07:55:45,19899375310,0,Speak to Agent,5,general,275,4.3,Filing new auto claim,follow_up_needed,Customer disconnected before resolution,2.0,False
-19491,2024-12-23 08:02:10,17893607342,2,Billing & Payments,4,billing,204,5.8,Update payment method,transferred,Payment processed successfully,5.0,False
-19492,2024-12-23 08:04:00,15902299344,0,Speak to Agent,5,general,246,6.3,Update payment method,follow_up_needed,Escalated to claims adjuster,1.0,False
-19493,2024-12-23 08:50:19,18814942845,1,Claims,1,claims,99,2.2,Request payment plan,resolved,"Claim filed, reference number provided",3.0,True
-19494,2024-12-23 09:00:37,13801982433,4,New Quote,5,general,251,3.0,General coverage question,follow_up_needed,Escalated to claims adjuster,4.0,False
-19495,2024-12-23 09:05:33,16809066597,2,Billing & Payments,4,billing,232,5.8,Ask about discounts,resolved,Resolved on first call,5.0,True
-19496,2024-12-23 09:09:38,19630758490,1,Claims,1,claims,97,5.4,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-19497,2024-12-23 09:13:35,13644401169,4,New Quote,5,general,72,9.0,Remove vehicle from policy,resolved,Policy updated per customer request,4.0,True
-19498,2024-12-23 09:17:21,15518154532,1,Claims,7,claims,162,4.1,Claim status inquiry,resolved,Callback scheduled for tomorrow,3.0,True
-19499,2024-12-23 09:20:28,19888187811,2,Billing & Payments,4,billing,156,8.4,Inquire about premium increase,resolved,Callback scheduled for tomorrow,4.0,True
-19500,2024-12-23 09:22:36,14553361952,3,Policy Changes,6,general,104,1.2,Update payment method,transferred,"Claim filed, reference number provided",3.0,False
-19501,2024-12-23 09:28:24,13537448396,4,New Quote,6,general,196,4.6,Add driver to policy,resolved,"Claim filed, reference number provided",4.0,True
-19502,2024-12-23 09:49:45,14512415447,3,Policy Changes,5,general,0,6.0,Dispute claim denial,follow_up_needed,Transferred to supervisor,4.0,False
-19503,2024-12-23 10:01:44,12755666742,3,Policy Changes,6,general,210,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-19504,2024-12-23 10:01:45,15848224080,3,Policy Changes,5,general,202,0.0,Request payment plan,abandoned,Customer abandoned,,False
-19505,2024-12-23 10:07:48,13175233908,4,New Quote,5,general,65,7.2,Complaint about service,resolved,Customer requested manager,4.0,True
-19506,2024-12-23 10:10:56,15212949255,2,Billing & Payments,3,billing,161,1.6,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-19507,2024-12-23 10:26:58,18642834352,1,Claims,2,claims,319,6.7,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-19508,2024-12-23 10:31:44,16593906080,0,Speak to Agent,5,general,138,5.7,General coverage question,resolved,Customer disconnected before resolution,2.0,True
-19509,2024-12-23 10:35:53,18574856210,1,Claims,1,claims,219,0.8,Ask about deductible,follow_up_needed,"Claim filed, reference number provided",4.0,False
-19510,2024-12-23 10:38:56,18227271224,1,Claims,2,claims,254,8.8,Cancel policy,follow_up_needed,Policy updated per customer request,3.0,False
-19511,2024-12-23 10:50:10,15827822226,4,New Quote,5,general,325,6.8,Update address,resolved,"Claim filed, reference number provided",4.0,True
-19512,2024-12-23 10:58:37,13789525341,3,Policy Changes,6,general,215,9.1,Request proof of insurance,follow_up_needed,Payment processed successfully,2.0,False
-19513,2024-12-23 10:59:56,16573546107,1,Claims,2,claims,82,11.1,Payment not processed,resolved,Customer disconnected before resolution,3.0,True
-19514,2024-12-23 11:01:41,19376052625,4,New Quote,6,general,174,9.8,Dispute claim denial,transferred,Callback scheduled for tomorrow,3.0,False
-19515,2024-12-23 11:03:29,14105964207,1,Claims,7,claims,153,4.9,Update address,resolved,Escalated to claims adjuster,3.0,True
-19516,2024-12-23 11:10:28,14644859830,1,Claims,2,claims,0,3.2,Payment not processed,resolved,Policy updated per customer request,4.0,True
-19517,2024-12-23 11:14:57,14536965294,4,New Quote,6,general,224,10.2,Update address,resolved,Customer requested manager,4.0,True
-19518,2024-12-23 11:18:18,17834803558,2,Billing & Payments,3,billing,64,6.0,Dispute claim denial,resolved,Escalated to claims adjuster,3.0,True
-19519,2024-12-23 11:18:36,19275373278,3,Policy Changes,6,general,170,12.3,Add driver to policy,follow_up_needed,Customer requested manager,5.0,False
-19520,2024-12-23 11:24:42,19363742591,3,Policy Changes,5,general,191,5.5,Cancel policy,resolved,Customer requested manager,3.0,True
-19521,2024-12-23 11:31:33,19039711649,4,New Quote,6,general,188,8.8,Request payment plan,follow_up_needed,Policy updated per customer request,3.0,False
-19522,2024-12-23 11:34:39,14401978762,1,Claims,2,claims,250,4.4,Cancel policy,resolved,"Claim filed, reference number provided",3.0,True
-19523,2024-12-23 11:36:07,12220647811,1,Claims,1,claims,89,7.7,Ask about deductible,resolved,Callback scheduled for tomorrow,3.0,True
-19524,2024-12-23 11:39:29,19987339372,2,Billing & Payments,8,billing,75,6.6,Change coverage level,transferred,Customer disconnected before resolution,4.0,False
-19525,2024-12-23 11:45:16,13704692517,3,Policy Changes,5,general,10,5.5,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-19526,2024-12-23 11:49:58,16906969929,1,Claims,7,claims,86,7.3,Dispute claim denial,follow_up_needed,Customer disconnected before resolution,2.0,False
-19527,2024-12-23 11:56:48,16382718841,4,New Quote,6,general,159,9.6,Payment not processed,resolved,Resolved on first call,4.0,True
-19528,2024-12-23 12:52:04,17541330622,0,Speak to Agent,5,general,99,5.7,Ask about deductible,follow_up_needed,Customer requested manager,2.0,False
-19529,2024-12-23 12:59:47,16001803325,2,Billing & Payments,8,billing,11,11.2,Add driver to policy,follow_up_needed,Escalated to claims adjuster,3.0,False
-19530,2024-12-23 13:11:50,18634753981,0,Speak to Agent,6,general,195,8.4,Report accident,resolved,Resolved on first call,2.0,True
-19531,2024-12-23 13:28:14,14343487251,2,Billing & Payments,8,billing,247,4.2,General coverage question,transferred,Policy updated per customer request,4.0,False
-19532,2024-12-23 13:34:17,17490642428,2,Billing & Payments,8,billing,183,7.7,Remove vehicle from policy,resolved,Resolved on first call,3.0,True
-19533,2024-12-23 13:43:57,18939044674,1,Claims,7,claims,220,8.1,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-19534,2024-12-23 13:48:18,17632700361,2,Billing & Payments,8,billing,293,1.2,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-19535,2024-12-23 14:00:21,13512958083,1,Claims,1,claims,167,7.9,Request payment plan,follow_up_needed,Customer disconnected before resolution,4.0,False
-19536,2024-12-23 14:04:58,12716822896,1,Claims,1,claims,112,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-19537,2024-12-23 14:09:07,17898295415,2,Billing & Payments,3,billing,121,7.5,Cancel policy,resolved,Customer requested manager,3.0,True
-19538,2024-12-23 14:12:17,16741119213,2,Billing & Payments,8,billing,137,7.8,Change coverage level,resolved,"Claim filed, reference number provided",3.0,True
-19539,2024-12-23 14:21:55,18175709195,4,New Quote,6,general,164,11.7,Request proof of insurance,follow_up_needed,Payment processed successfully,4.0,False
-19540,2024-12-23 14:44:45,18227158941,3,Policy Changes,5,general,309,2.6,Complaint about service,resolved,Payment processed successfully,1.0,True
-19541,2024-12-23 14:57:26,16839738420,3,Policy Changes,5,general,35,8.2,Reinstate lapsed policy,transferred,Customer disconnected before resolution,1.0,False
-19542,2024-12-23 15:07:09,15143708624,1,Claims,2,claims,174,7.1,Filing new auto claim,resolved,Transferred to supervisor,5.0,True
-19543,2024-12-23 15:15:24,12367978950,0,Speak to Agent,5,general,143,3.4,Payment not processed,resolved,Escalated to claims adjuster,5.0,True
-19544,2024-12-23 15:19:05,19741588782,4,New Quote,5,general,89,7.1,Complaint about service,transferred,Callback scheduled for tomorrow,4.0,False
-19545,2024-12-23 15:33:14,12552247104,2,Billing & Payments,8,billing,27,6.2,Report accident,resolved,Policy updated per customer request,1.0,True
-19546,2024-12-23 15:37:17,12314479854,2,Billing & Payments,8,billing,117,1.7,Payment not processed,resolved,Customer requested manager,5.0,True
-19547,2024-12-23 15:37:58,14901002441,2,Billing & Payments,3,billing,0,7.5,Update address,resolved,Escalated to claims adjuster,4.0,True
-19548,2024-12-23 15:49:47,17466237667,4,New Quote,5,general,63,3.7,Remove vehicle from policy,resolved,"Claim filed, reference number provided",4.0,True
-19549,2024-12-23 16:07:02,16399931724,1,Claims,1,claims,69,6.7,Filing new auto claim,resolved,"Information provided, no action needed",4.0,True
-19550,2024-12-23 16:15:44,12099203407,0,Speak to Agent,5,general,54,1.5,Add driver to policy,transferred,"Information provided, no action needed",4.0,False
-19551,2024-12-23 16:18:39,16829979639,0,Speak to Agent,6,general,0,9.6,Remove vehicle from policy,follow_up_needed,Payment processed successfully,5.0,False
-19552,2024-12-23 16:20:50,15009072479,4,New Quote,5,general,135,4.9,Report accident,transferred,Transferred to supervisor,2.0,False
-19553,2024-12-23 16:26:22,15210498203,1,Claims,1,claims,0,11.2,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-19554,2024-12-23 16:45:15,17691196434,2,Billing & Payments,8,billing,163,3.9,Claim status inquiry,resolved,Resolved on first call,2.0,True
-19555,2024-12-23 16:46:44,17255651751,0,Speak to Agent,6,general,13,7.2,Request proof of insurance,resolved,Customer requested manager,5.0,True
-19556,2024-12-23 16:47:35,19062543105,1,Claims,2,claims,187,10.9,Add driver to policy,follow_up_needed,Payment processed successfully,3.0,False
-19557,2024-12-23 17:05:19,12685743724,1,Claims,2,claims,10,4.8,Cancel policy,follow_up_needed,Customer requested manager,2.0,False
-19558,2024-12-23 17:12:45,19641324662,1,Claims,1,claims,183,3.8,Request payment plan,follow_up_needed,Transferred to supervisor,4.0,False
-19559,2024-12-23 17:15:12,13202900674,3,Policy Changes,5,general,108,9.5,Claim status inquiry,resolved,Payment processed successfully,4.0,True
-19560,2024-12-23 17:40:07,16308082935,3,Policy Changes,6,general,0,7.3,Reinstate lapsed policy,transferred,Payment processed successfully,2.0,False
-19561,2024-12-23 18:17:56,12448430329,2,Billing & Payments,8,billing,225,10.6,Request payment plan,resolved,"Information provided, no action needed",5.0,True
-19562,2024-12-23 18:20:09,17115977538,4,New Quote,6,general,173,7.7,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-19563,2024-12-23 18:23:04,16168733973,2,Billing & Payments,8,billing,67,5.8,Dispute claim denial,transferred,Customer requested manager,4.0,False
-19564,2024-12-23 18:44:41,14552125002,4,New Quote,6,general,65,9.2,Remove vehicle from policy,resolved,Customer requested manager,5.0,True
-19565,2024-12-23 18:50:44,16004069116,2,Billing & Payments,8,billing,146,6.3,Update address,resolved,Escalated to claims adjuster,3.0,True
-19566,2024-12-24 07:25:05,19274641036,3,Policy Changes,6,general,201,10.4,Reinstate lapsed policy,follow_up_needed,Payment processed successfully,4.0,False
-19567,2024-12-24 07:33:10,19708166759,1,Claims,7,claims,139,1.6,Update payment method,follow_up_needed,Transferred to supervisor,4.0,False
-19568,2024-12-24 07:44:08,17226877646,3,Policy Changes,6,general,3,9.3,Inquire about premium increase,resolved,Policy updated per customer request,4.0,True
-19569,2024-12-24 07:45:46,15484823018,1,Claims,7,claims,200,8.8,Filing new auto claim,resolved,Policy updated per customer request,4.0,True
-19570,2024-12-24 07:51:49,17454436313,1,Claims,7,claims,257,5.0,General coverage question,resolved,Resolved on first call,1.0,True
-19571,2024-12-24 07:58:45,16891732524,4,New Quote,6,general,14,9.2,Request payment plan,resolved,Callback scheduled for tomorrow,3.0,True
-19572,2024-12-24 08:03:21,17208478440,1,Claims,1,claims,0,8.5,Complaint about service,transferred,"Information provided, no action needed",3.0,False
-19573,2024-12-24 08:33:36,16479623392,1,Claims,7,claims,85,6.9,Update address,transferred,"Information provided, no action needed",4.0,False
-19574,2024-12-24 08:54:42,18161504059,2,Billing & Payments,4,billing,203,8.7,Add driver to policy,follow_up_needed,"Information provided, no action needed",2.0,False
-19575,2024-12-24 08:55:48,17163264503,3,Policy Changes,6,general,203,5.2,Inquire about premium increase,resolved,Payment processed successfully,5.0,True
-19576,2024-12-24 09:00:20,12745492379,2,Billing & Payments,3,billing,204,5.1,Change coverage level,resolved,Resolved on first call,3.0,True
-19577,2024-12-24 09:03:09,17865267855,4,New Quote,5,general,166,6.5,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-19578,2024-12-24 09:06:06,13660441753,1,Claims,2,claims,39,10.2,Ask about discounts,resolved,Customer disconnected before resolution,5.0,True
-19579,2024-12-24 09:07:12,19535852186,0,Speak to Agent,6,general,68,0.0,General coverage question,abandoned,Customer abandoned,,False
-19580,2024-12-24 09:09:06,16549878893,4,New Quote,5,general,194,7.9,Remove vehicle from policy,resolved,Transferred to supervisor,3.0,True
-19581,2024-12-24 09:16:25,12603174567,3,Policy Changes,6,general,270,6.7,Ask about deductible,follow_up_needed,Escalated to claims adjuster,3.0,False
-19582,2024-12-24 09:17:32,14445198911,4,New Quote,6,general,0,12.3,Update payment method,resolved,Customer requested manager,4.0,True
-19583,2024-12-24 09:25:45,12734391410,0,Speak to Agent,5,general,55,7.9,Dispute claim denial,resolved,Customer disconnected before resolution,5.0,True
-19584,2024-12-24 09:29:07,14788370067,0,Speak to Agent,6,general,216,9.9,Inquire about premium increase,resolved,Transferred to supervisor,5.0,True
-19585,2024-12-24 09:35:52,16288347174,1,Claims,7,claims,177,6.8,Remove vehicle from policy,resolved,Escalated to claims adjuster,2.0,True
-19586,2024-12-24 09:37:34,18292281050,1,Claims,2,claims,140,8.4,Claim status inquiry,resolved,Transferred to supervisor,4.0,True
-19587,2024-12-24 09:42:17,18200386781,0,Speak to Agent,5,general,128,10.0,Ask about deductible,resolved,Transferred to supervisor,2.0,True
-19588,2024-12-24 09:50:20,13321676692,1,Claims,1,claims,211,7.7,Request payment plan,resolved,"Claim filed, reference number provided",5.0,True
-19589,2024-12-24 09:58:50,13266632434,0,Speak to Agent,6,general,137,7.3,Request payment plan,transferred,Customer disconnected before resolution,4.0,False
-19590,2024-12-24 10:03:16,14072605403,2,Billing & Payments,8,billing,125,3.3,Remove vehicle from policy,resolved,Payment processed successfully,4.0,True
-19591,2024-12-24 10:04:54,14718057051,2,Billing & Payments,3,billing,171,3.6,Request ID cards,follow_up_needed,Payment processed successfully,3.0,False
-19592,2024-12-24 10:13:47,19136468372,2,Billing & Payments,8,billing,0,5.0,Filing new auto claim,resolved,"Information provided, no action needed",3.0,True
-19593,2024-12-24 10:18:07,15273122653,2,Billing & Payments,4,billing,58,4.1,Payment not processed,resolved,"Information provided, no action needed",3.0,True
-19594,2024-12-24 10:23:23,15625891505,3,Policy Changes,5,general,5,5.6,Ask about deductible,resolved,"Claim filed, reference number provided",3.0,True
-19595,2024-12-24 10:29:20,14006441608,4,New Quote,6,general,141,8.0,Claim status inquiry,resolved,Resolved on first call,4.0,True
-19596,2024-12-24 10:29:25,19419185732,2,Billing & Payments,8,billing,108,4.8,Request payment plan,resolved,Customer disconnected before resolution,3.0,True
-19597,2024-12-24 10:34:12,12946706273,3,Policy Changes,6,general,196,14.8,Change coverage level,transferred,"Information provided, no action needed",4.0,False
-19598,2024-12-24 10:51:38,13647115434,4,New Quote,6,general,170,4.7,Update address,follow_up_needed,Transferred to supervisor,1.0,False
-19599,2024-12-24 11:23:14,14749106256,3,Policy Changes,6,general,230,7.6,Inquire about premium increase,resolved,Customer disconnected before resolution,3.0,True
-19600,2024-12-24 11:25:48,17137962579,2,Billing & Payments,4,billing,14,0.0,Request ID cards,abandoned,Customer abandoned,,False
-19601,2024-12-24 11:27:03,12207353683,2,Billing & Payments,4,billing,52,7.6,Claim status inquiry,resolved,Payment processed successfully,3.0,True
-19602,2024-12-24 11:36:20,12387372210,4,New Quote,5,general,50,9.5,Request payment plan,resolved,Customer requested manager,5.0,True
-19603,2024-12-24 11:40:08,12318858984,3,Policy Changes,6,general,97,7.9,Complaint about service,resolved,"Claim filed, reference number provided",5.0,True
-19604,2024-12-24 11:43:33,19880612366,4,New Quote,5,general,96,7.5,General coverage question,resolved,Resolved on first call,3.0,True
-19605,2024-12-24 11:48:50,13107347117,0,Speak to Agent,5,general,265,5.0,Claim status inquiry,resolved,Customer disconnected before resolution,3.0,True
-19606,2024-12-24 11:49:56,13791101840,4,New Quote,6,general,12,10.8,Inquire about premium increase,follow_up_needed,"Information provided, no action needed",3.0,False
-19607,2024-12-24 11:58:57,15620063451,3,Policy Changes,6,general,0,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-19608,2024-12-24 12:01:20,14304774432,0,Speak to Agent,6,general,146,3.6,Complaint about service,resolved,"Claim filed, reference number provided",3.0,True
-19609,2024-12-24 12:21:18,18871208242,3,Policy Changes,6,general,156,8.1,Cancel policy,resolved,Resolved on first call,3.0,True
-19610,2024-12-24 12:30:47,14121958356,1,Claims,2,claims,300,6.2,Dispute claim denial,resolved,Payment processed successfully,4.0,True
-19611,2024-12-24 12:44:04,17995856400,0,Speak to Agent,5,general,54,1.2,Complaint about service,resolved,Policy updated per customer request,3.0,True
-19612,2024-12-24 12:50:18,13182073588,1,Claims,7,claims,123,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-19613,2024-12-24 12:57:27,12664037985,0,Speak to Agent,5,general,123,7.4,Payment not processed,resolved,Customer disconnected before resolution,3.0,True
-19614,2024-12-24 13:03:22,16142110907,2,Billing & Payments,8,billing,153,5.3,Complaint about service,resolved,Resolved on first call,4.0,True
-19615,2024-12-24 13:13:04,16520984696,4,New Quote,5,general,282,7.8,Claim status inquiry,resolved,Customer disconnected before resolution,4.0,True
-19616,2024-12-24 13:15:28,16198542620,2,Billing & Payments,3,billing,160,5.3,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,5.0,False
-19617,2024-12-24 13:19:17,15838267348,1,Claims,2,claims,0,6.1,Ask about discounts,resolved,Policy updated per customer request,2.0,True
-19618,2024-12-24 13:41:47,17570329869,1,Claims,2,claims,143,5.0,Update address,resolved,Escalated to claims adjuster,4.0,True
-19619,2024-12-24 13:45:55,15913832537,3,Policy Changes,6,general,118,7.5,Add driver to policy,resolved,Customer disconnected before resolution,3.0,True
-19620,2024-12-24 13:47:47,13563604454,1,Claims,1,claims,231,6.1,Remove vehicle from policy,transferred,Escalated to claims adjuster,1.0,False
-19621,2024-12-24 13:47:54,16940223339,2,Billing & Payments,3,billing,184,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-19622,2024-12-24 14:01:01,15013939841,2,Billing & Payments,4,billing,159,6.1,Add driver to policy,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-19623,2024-12-24 14:07:18,18102064777,1,Claims,1,claims,126,8.2,Inquire about premium increase,resolved,Resolved on first call,3.0,True
-19624,2024-12-24 14:11:55,14876524953,4,New Quote,6,general,283,7.8,Payment not processed,follow_up_needed,Customer requested manager,3.0,False
-19625,2024-12-24 14:44:25,19945534729,3,Policy Changes,6,general,139,8.2,Request payment plan,follow_up_needed,Escalated to claims adjuster,2.0,False
-19626,2024-12-24 15:03:34,12594196384,4,New Quote,5,general,60,4.9,Filing new auto claim,resolved,Callback scheduled for tomorrow,5.0,True
-19627,2024-12-24 15:12:13,14221091475,1,Claims,7,claims,91,5.5,Change coverage level,resolved,Policy updated per customer request,4.0,True
-19628,2024-12-24 15:29:23,14225097510,4,New Quote,5,general,176,2.0,Cancel policy,resolved,Resolved on first call,5.0,True
-19629,2024-12-24 15:36:10,12271266501,1,Claims,2,claims,45,5.8,Add driver to policy,resolved,Escalated to claims adjuster,5.0,True
-19630,2024-12-24 15:40:52,19907070160,2,Billing & Payments,4,billing,0,7.7,Request payment plan,resolved,Customer requested manager,4.0,True
-19631,2024-12-24 15:50:29,16421664376,1,Claims,1,claims,187,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-19632,2024-12-24 15:50:39,13072683424,0,Speak to Agent,6,general,226,6.8,Ask about discounts,resolved,Payment processed successfully,4.0,True
-19633,2024-12-24 15:52:47,18565465554,0,Speak to Agent,6,general,134,7.6,Add driver to policy,transferred,"Claim filed, reference number provided",2.0,False
-19634,2024-12-24 15:59:02,16444426508,4,New Quote,5,general,72,0.0,Payment not processed,abandoned,Customer abandoned,,False
-19635,2024-12-24 16:10:15,18862989451,3,Policy Changes,6,general,186,7.0,Update payment method,resolved,"Information provided, no action needed",5.0,True
-19636,2024-12-24 16:15:42,13116459286,1,Claims,2,claims,27,4.9,Ask about deductible,follow_up_needed,Customer requested manager,2.0,False
-19637,2024-12-24 16:16:50,18526645353,4,New Quote,5,general,69,6.3,Inquire about premium increase,resolved,"Information provided, no action needed",4.0,True
-19638,2024-12-24 16:18:48,17707917284,3,Policy Changes,6,general,30,12.1,Request payment plan,resolved,Escalated to claims adjuster,4.0,True
-19639,2024-12-24 16:24:57,12867885620,0,Speak to Agent,5,general,279,0.0,Dispute claim denial,abandoned,Customer abandoned,,False
-19640,2024-12-24 16:39:52,12683286055,2,Billing & Payments,8,billing,74,4.2,Change coverage level,resolved,Escalated to claims adjuster,4.0,True
-19641,2024-12-24 16:47:59,17539732446,1,Claims,7,claims,132,7.9,Complaint about service,follow_up_needed,Customer requested manager,3.0,False
-19642,2024-12-24 17:04:14,18368483580,0,Speak to Agent,6,general,115,11.1,Update payment method,resolved,Callback scheduled for tomorrow,5.0,True
-19643,2024-12-24 17:37:34,16205640906,3,Policy Changes,5,general,127,8.1,Ask about discounts,resolved,Customer requested manager,2.0,True
-19644,2024-12-24 17:39:55,14656698366,1,Claims,2,claims,0,8.9,Reinstate lapsed policy,follow_up_needed,Escalated to claims adjuster,2.0,False
-19645,2024-12-24 17:41:20,15323608200,4,New Quote,6,general,145,7.2,Ask about deductible,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-19646,2024-12-24 17:50:52,17935006350,3,Policy Changes,5,general,20,0.6,Update address,transferred,"Claim filed, reference number provided",4.0,False
-19647,2024-12-24 18:00:21,12181681111,1,Claims,7,claims,93,0.0,Cancel policy,abandoned,Customer abandoned,,False
-19648,2024-12-24 18:07:38,13847143560,1,Claims,7,claims,101,6.5,Dispute claim denial,transferred,Callback scheduled for tomorrow,2.0,False
-19649,2024-12-24 18:34:33,15594401505,4,New Quote,5,general,72,0.5,Dispute claim denial,transferred,Callback scheduled for tomorrow,2.0,False
-19650,2024-12-24 18:48:16,17959156628,3,Policy Changes,6,general,131,9.0,Ask about deductible,resolved,Policy updated per customer request,4.0,True
-19651,2024-12-25 07:11:14,15322117059,2,Billing & Payments,8,billing,72,0.0,General coverage question,abandoned,Customer abandoned,,False
-19652,2024-12-25 07:27:38,16260608489,0,Speak to Agent,6,general,253,12.0,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",3.0,False
-19653,2024-12-25 07:28:11,13010497576,0,Speak to Agent,6,general,219,0.0,Update address,abandoned,Customer abandoned,,False
-19654,2024-12-25 07:30:36,13982985881,2,Billing & Payments,3,billing,85,2.2,Add driver to policy,follow_up_needed,"Claim filed, reference number provided",4.0,False
-19655,2024-12-25 07:30:59,15345747220,3,Policy Changes,6,general,54,6.8,Inquire about premium increase,resolved,Resolved on first call,3.0,True
-19656,2024-12-25 07:41:11,14283300503,4,New Quote,5,general,72,2.0,Update payment method,follow_up_needed,Policy updated per customer request,2.0,False
-19657,2024-12-25 07:55:39,19236984646,2,Billing & Payments,8,billing,181,5.9,Request proof of insurance,resolved,"Claim filed, reference number provided",5.0,True
-19658,2024-12-25 08:07:55,13547128784,3,Policy Changes,6,general,207,6.5,Ask about deductible,resolved,"Claim filed, reference number provided",3.0,True
-19659,2024-12-25 08:08:38,14229430472,4,New Quote,5,general,47,0.5,General coverage question,resolved,Customer disconnected before resolution,3.0,True
-19660,2024-12-25 08:16:40,14801223946,4,New Quote,6,general,0,5.8,Payment not processed,resolved,Policy updated per customer request,4.0,True
-19661,2024-12-25 09:10:02,13085122514,0,Speak to Agent,5,general,230,3.1,Request proof of insurance,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-19662,2024-12-25 09:33:22,12609368545,4,New Quote,6,general,0,9.7,Remove vehicle from policy,resolved,"Information provided, no action needed",4.0,True
-19663,2024-12-25 09:47:13,13024127622,0,Speak to Agent,6,general,98,8.4,Claim status inquiry,follow_up_needed,Payment processed successfully,1.0,False
-19664,2024-12-25 09:53:16,13579171284,2,Billing & Payments,4,billing,163,5.9,Dispute claim denial,follow_up_needed,Transferred to supervisor,3.0,False
-19665,2024-12-25 10:01:31,15208146068,2,Billing & Payments,3,billing,185,7.3,Request ID cards,resolved,Escalated to claims adjuster,4.0,True
-19666,2024-12-25 10:31:43,19457805558,4,New Quote,6,general,183,12.0,Reinstate lapsed policy,resolved,Customer disconnected before resolution,4.0,True
-19667,2024-12-25 10:36:57,15250351925,2,Billing & Payments,3,billing,62,0.0,Add driver to policy,abandoned,Customer abandoned,,False
-19668,2024-12-25 10:43:00,13408123227,4,New Quote,6,general,23,8.0,Inquire about premium increase,resolved,Transferred to supervisor,3.0,True
-19669,2024-12-25 10:44:22,19541093178,0,Speak to Agent,5,general,216,4.4,Payment not processed,transferred,Payment processed successfully,3.0,False
-19670,2024-12-25 10:46:53,17809668186,3,Policy Changes,6,general,0,9.5,Ask about deductible,follow_up_needed,Customer requested manager,2.0,False
-19671,2024-12-25 11:01:17,16526728231,1,Claims,7,claims,153,7.0,Request proof of insurance,resolved,Resolved on first call,5.0,True
-19672,2024-12-25 11:04:48,13419990923,2,Billing & Payments,4,billing,87,8.4,Change coverage level,transferred,Policy updated per customer request,2.0,False
-19673,2024-12-25 11:33:41,14090383152,2,Billing & Payments,3,billing,110,6.3,Dispute claim denial,follow_up_needed,Transferred to supervisor,4.0,False
-19674,2024-12-25 11:49:21,19869102479,2,Billing & Payments,8,billing,0,13.5,Inquire about premium increase,follow_up_needed,Transferred to supervisor,3.0,False
-19675,2024-12-25 11:52:21,14489718418,3,Policy Changes,6,general,146,5.3,General coverage question,follow_up_needed,Resolved on first call,4.0,False
-19676,2024-12-25 12:10:08,13406536325,0,Speak to Agent,5,general,131,1.9,Request payment plan,resolved,Escalated to claims adjuster,5.0,True
-19677,2024-12-25 12:36:50,17088378078,2,Billing & Payments,3,billing,53,2.6,Update address,follow_up_needed,"Claim filed, reference number provided",3.0,False
-19678,2024-12-25 12:41:23,17780526112,3,Policy Changes,5,general,0,6.0,Request payment plan,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-19679,2024-12-25 12:57:34,18335375147,3,Policy Changes,5,general,33,2.8,Update address,resolved,"Claim filed, reference number provided",4.0,True
-19680,2024-12-25 12:58:26,19528456212,2,Billing & Payments,3,billing,68,2.4,Update address,resolved,Payment processed successfully,4.0,True
-19681,2024-12-25 13:01:52,17519148683,1,Claims,7,claims,0,2.8,Request ID cards,resolved,Payment processed successfully,3.0,True
-19682,2024-12-25 13:09:42,16460999962,4,New Quote,5,general,276,6.7,Complaint about service,resolved,Policy updated per customer request,4.0,True
-19683,2024-12-25 13:27:35,14620071923,3,Policy Changes,5,general,127,2.8,Cancel policy,resolved,Callback scheduled for tomorrow,4.0,True
-19684,2024-12-25 13:50:54,17143785541,3,Policy Changes,5,general,32,6.4,Inquire about premium increase,resolved,"Information provided, no action needed",3.0,True
-19685,2024-12-25 14:46:49,16646592763,2,Billing & Payments,8,billing,54,5.9,Inquire about premium increase,resolved,Customer disconnected before resolution,4.0,True
-19686,2024-12-25 14:48:11,12436280247,0,Speak to Agent,6,general,85,13.3,Complaint about service,resolved,"Claim filed, reference number provided",4.0,True
-19687,2024-12-25 14:58:02,14801404661,1,Claims,2,claims,0,6.1,Dispute claim denial,transferred,Resolved on first call,4.0,False
-19688,2024-12-25 15:21:10,12415704062,2,Billing & Payments,3,billing,149,5.2,General coverage question,follow_up_needed,Payment processed successfully,3.0,False
-19689,2024-12-25 15:26:55,19432121296,4,New Quote,6,general,126,8.8,Update payment method,resolved,Customer disconnected before resolution,5.0,True
-19690,2024-12-25 15:27:42,15710435357,2,Billing & Payments,8,billing,167,4.5,Inquire about premium increase,resolved,Customer requested manager,5.0,True
-19691,2024-12-25 15:33:00,13391435944,4,New Quote,6,general,177,9.2,Add driver to policy,transferred,Transferred to supervisor,2.0,False
-19692,2024-12-25 15:37:14,14751132988,0,Speak to Agent,5,general,134,0.5,Request payment plan,resolved,Payment processed successfully,3.0,True
-19693,2024-12-25 15:37:19,14353656461,4,New Quote,6,general,251,10.4,Inquire about premium increase,follow_up_needed,Customer disconnected before resolution,4.0,False
-19694,2024-12-25 15:43:46,16790123413,0,Speak to Agent,6,general,198,0.0,Payment not processed,abandoned,Customer abandoned,,False
-19695,2024-12-25 15:53:33,15547438860,3,Policy Changes,5,general,157,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-19696,2024-12-25 16:05:16,12938039595,0,Speak to Agent,6,general,203,7.5,Update address,follow_up_needed,Payment processed successfully,2.0,False
-19697,2024-12-25 16:20:52,12889540125,3,Policy Changes,6,general,56,8.9,Remove vehicle from policy,resolved,"Information provided, no action needed",4.0,True
-19698,2024-12-25 17:01:40,14239321859,2,Billing & Payments,8,billing,0,0.0,Claim status inquiry,abandoned,Customer abandoned,,False
-19699,2024-12-25 17:08:40,19530743089,0,Speak to Agent,6,general,81,0.0,Update payment method,abandoned,Customer abandoned,,False
-19700,2024-12-25 17:17:02,13263385502,1,Claims,1,claims,258,9.2,Request ID cards,resolved,Payment processed successfully,4.0,True
-19701,2024-12-25 17:21:09,19139626150,0,Speak to Agent,6,general,353,7.3,Add driver to policy,resolved,"Claim filed, reference number provided",4.0,True
-19702,2024-12-25 17:52:11,16871248677,0,Speak to Agent,5,general,47,6.3,Cancel policy,resolved,Payment processed successfully,4.0,True
-19703,2024-12-25 17:56:08,12887930926,0,Speak to Agent,6,general,249,10.2,Change coverage level,transferred,Payment processed successfully,2.0,False
-19704,2024-12-25 18:10:39,18082722226,3,Policy Changes,5,general,141,6.2,Ask about deductible,resolved,Customer disconnected before resolution,5.0,True
-19705,2024-12-25 18:16:21,16056837994,0,Speak to Agent,6,general,228,8.3,Request proof of insurance,resolved,Policy updated per customer request,5.0,True
-19706,2024-12-25 18:28:35,12248648813,1,Claims,2,claims,229,8.1,Reinstate lapsed policy,resolved,Payment processed successfully,4.0,True
-19707,2024-12-25 18:38:07,19464288465,2,Billing & Payments,8,billing,258,0.8,Report accident,follow_up_needed,Customer requested manager,3.0,False
-19708,2024-12-25 18:59:08,16816673445,4,New Quote,5,general,153,3.4,Update address,resolved,Transferred to supervisor,3.0,True
-19709,2024-12-26 07:08:47,15764235663,4,New Quote,6,general,97,5.5,Change coverage level,transferred,Escalated to claims adjuster,3.0,False
-19710,2024-12-26 07:15:15,16000927327,0,Speak to Agent,6,general,303,11.3,Complaint about service,transferred,Payment processed successfully,3.0,False
-19711,2024-12-26 07:16:30,16879319622,1,Claims,2,claims,84,6.1,Update address,resolved,Customer disconnected before resolution,3.0,True
-19712,2024-12-26 07:36:36,14908213996,1,Claims,2,claims,0,8.2,Request payment plan,follow_up_needed,"Information provided, no action needed",3.0,False
-19713,2024-12-26 07:37:24,16968110135,1,Claims,1,claims,193,9.7,Payment not processed,follow_up_needed,Customer disconnected before resolution,1.0,False
-19714,2024-12-26 07:43:19,12114417472,0,Speak to Agent,5,general,66,0.0,Complaint about service,abandoned,Customer abandoned,,False
-19715,2024-12-26 07:58:26,19154820213,0,Speak to Agent,5,general,214,0.5,General coverage question,resolved,Transferred to supervisor,3.0,True
-19716,2024-12-26 08:05:54,17107279607,2,Billing & Payments,3,billing,171,4.6,Ask about discounts,follow_up_needed,Customer disconnected before resolution,2.0,False
-19717,2024-12-26 08:17:38,18609516979,0,Speak to Agent,5,general,53,8.1,Ask about deductible,resolved,Payment processed successfully,3.0,True
-19718,2024-12-26 08:47:44,18403112721,0,Speak to Agent,6,general,260,8.2,Request ID cards,follow_up_needed,Customer disconnected before resolution,4.0,False
-19719,2024-12-26 08:48:18,17855012503,3,Policy Changes,6,general,240,5.4,Request payment plan,transferred,Customer disconnected before resolution,2.0,False
-19720,2024-12-26 09:21:58,12580144241,3,Policy Changes,5,general,17,11.8,General coverage question,resolved,"Claim filed, reference number provided",4.0,True
-19721,2024-12-26 09:29:49,14243986964,3,Policy Changes,5,general,85,0.7,Complaint about service,resolved,"Claim filed, reference number provided",4.0,True
-19722,2024-12-26 09:32:10,13566250116,3,Policy Changes,5,general,188,4.7,Payment not processed,follow_up_needed,Escalated to claims adjuster,2.0,False
-19723,2024-12-26 09:40:01,13508883437,1,Claims,1,claims,81,6.1,Filing new auto claim,resolved,Callback scheduled for tomorrow,4.0,True
-19724,2024-12-26 09:43:36,14199701539,1,Claims,2,claims,142,7.5,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,3.0,False
-19725,2024-12-26 09:49:01,15579409824,3,Policy Changes,5,general,85,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-19726,2024-12-26 09:58:48,19213387637,0,Speak to Agent,6,general,257,4.3,Change coverage level,resolved,Policy updated per customer request,5.0,True
-19727,2024-12-26 10:18:32,13751156340,3,Policy Changes,5,general,234,2.6,Ask about discounts,resolved,Resolved on first call,2.0,True
-19728,2024-12-26 10:21:23,14383796903,4,New Quote,6,general,0,9.8,Request proof of insurance,resolved,Resolved on first call,4.0,True
-19729,2024-12-26 10:41:58,15337353676,0,Speak to Agent,5,general,105,11.8,Add driver to policy,transferred,Customer disconnected before resolution,1.0,False
-19730,2024-12-26 10:50:00,13008101911,1,Claims,7,claims,231,2.5,Cancel policy,resolved,Escalated to claims adjuster,4.0,True
-19731,2024-12-26 10:54:30,13751953559,4,New Quote,6,general,0,10.9,Reinstate lapsed policy,resolved,Escalated to claims adjuster,4.0,True
-19732,2024-12-26 11:17:53,17890164290,3,Policy Changes,5,general,93,7.2,Complaint about service,resolved,"Claim filed, reference number provided",3.0,True
-19733,2024-12-26 11:38:14,16078967049,3,Policy Changes,5,general,152,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-19734,2024-12-26 11:56:02,18715010983,1,Claims,1,claims,93,7.1,Filing new auto claim,resolved,Escalated to claims adjuster,3.0,True
-19735,2024-12-26 12:08:04,19914978459,4,New Quote,6,general,0,13.4,Inquire about premium increase,resolved,Payment processed successfully,2.0,True
-19736,2024-12-26 12:08:14,14523378479,0,Speak to Agent,6,general,91,8.8,Remove vehicle from policy,follow_up_needed,Policy updated per customer request,3.0,False
-19737,2024-12-26 12:14:52,16026449944,4,New Quote,6,general,180,6.8,Report accident,resolved,Customer disconnected before resolution,2.0,True
-19738,2024-12-26 12:16:44,18491956776,3,Policy Changes,6,general,136,10.2,Payment not processed,resolved,Resolved on first call,1.0,True
-19739,2024-12-26 12:19:40,19424466479,4,New Quote,5,general,108,2.6,Ask about deductible,resolved,Transferred to supervisor,5.0,True
-19740,2024-12-26 12:19:43,13605593933,0,Speak to Agent,6,general,106,9.5,Filing new auto claim,resolved,Callback scheduled for tomorrow,5.0,True
-19741,2024-12-26 12:52:41,18803813286,3,Policy Changes,5,general,209,6.8,Update payment method,resolved,"Information provided, no action needed",2.0,True
-19742,2024-12-26 12:54:38,17927248740,2,Billing & Payments,3,billing,119,4.2,Complaint about service,transferred,Customer disconnected before resolution,4.0,False
-19743,2024-12-26 13:04:05,15834396646,4,New Quote,5,general,132,4.7,Dispute claim denial,resolved,Customer disconnected before resolution,2.0,True
-19744,2024-12-26 13:04:48,18450984718,0,Speak to Agent,6,general,0,13.0,Remove vehicle from policy,resolved,Customer requested manager,3.0,True
-19745,2024-12-26 13:08:52,12420406487,2,Billing & Payments,8,billing,164,8.1,Cancel policy,resolved,"Claim filed, reference number provided",4.0,True
-19746,2024-12-26 13:17:11,12641808597,2,Billing & Payments,4,billing,118,3.8,Report accident,resolved,Escalated to claims adjuster,2.0,True
-19747,2024-12-26 13:29:36,15563771963,3,Policy Changes,6,general,207,2.0,Reinstate lapsed policy,transferred,Customer requested manager,3.0,False
-19748,2024-12-26 13:44:13,13128620877,3,Policy Changes,5,general,116,2.5,Remove vehicle from policy,follow_up_needed,Customer disconnected before resolution,2.0,False
-19749,2024-12-26 13:59:25,15582480641,3,Policy Changes,6,general,0,15.0,Update address,follow_up_needed,Transferred to supervisor,3.0,False
-19750,2024-12-26 14:01:25,18738261438,1,Claims,7,claims,130,4.8,Update address,resolved,Policy updated per customer request,4.0,True
-19751,2024-12-26 14:28:52,19536265968,4,New Quote,5,general,243,3.4,Ask about discounts,resolved,Resolved on first call,3.0,True
-19752,2024-12-26 14:37:30,16073465267,3,Policy Changes,6,general,86,0.0,Update payment method,abandoned,Customer abandoned,,False
-19753,2024-12-26 14:41:27,16173471056,4,New Quote,6,general,159,12.2,Change coverage level,follow_up_needed,Payment processed successfully,5.0,False
-19754,2024-12-26 14:41:55,19160112796,2,Billing & Payments,8,billing,86,4.9,Filing new auto claim,resolved,Customer disconnected before resolution,2.0,True
-19755,2024-12-26 14:43:55,12280688749,1,Claims,7,claims,224,2.0,Claim status inquiry,transferred,Customer requested manager,3.0,False
-19756,2024-12-26 14:48:57,13349629295,3,Policy Changes,5,general,60,0.9,Cancel policy,resolved,Transferred to supervisor,4.0,True
-19757,2024-12-26 15:40:22,14485640323,2,Billing & Payments,8,billing,106,4.7,Ask about discounts,transferred,Transferred to supervisor,3.0,False
-19758,2024-12-26 15:51:14,13334994775,3,Policy Changes,6,general,83,3.2,Update payment method,resolved,Transferred to supervisor,4.0,True
-19759,2024-12-26 15:54:46,12438899947,4,New Quote,5,general,0,3.9,Remove vehicle from policy,resolved,Resolved on first call,5.0,True
-19760,2024-12-26 15:56:00,17513558573,0,Speak to Agent,6,general,62,5.9,Ask about discounts,resolved,Customer disconnected before resolution,3.0,True
-19761,2024-12-26 16:19:54,12022261343,2,Billing & Payments,4,billing,32,9.0,General coverage question,transferred,Escalated to claims adjuster,3.0,False
-19762,2024-12-26 16:42:05,16180004895,3,Policy Changes,6,general,0,10.9,Ask about discounts,resolved,Customer disconnected before resolution,5.0,True
-19763,2024-12-26 16:55:44,12314021077,4,New Quote,5,general,0,0.5,Request proof of insurance,resolved,"Information provided, no action needed",4.0,True
-19764,2024-12-26 16:56:31,19284322961,1,Claims,1,claims,37,7.0,Request ID cards,resolved,"Claim filed, reference number provided",4.0,True
-19765,2024-12-26 17:01:12,17108512287,0,Speak to Agent,6,general,179,6.7,Update payment method,transferred,"Claim filed, reference number provided",2.0,False
-19766,2024-12-26 17:07:49,15393563542,0,Speak to Agent,5,general,175,11.1,Filing new auto claim,resolved,"Claim filed, reference number provided",5.0,True
-19767,2024-12-26 17:07:55,15179962137,3,Policy Changes,6,general,63,12.3,Change coverage level,resolved,Customer disconnected before resolution,3.0,True
-19768,2024-12-26 17:13:13,17945973959,1,Claims,7,claims,55,4.3,Update address,resolved,Callback scheduled for tomorrow,5.0,True
-19769,2024-12-26 17:22:42,15569474651,3,Policy Changes,5,general,242,6.6,General coverage question,resolved,Policy updated per customer request,4.0,True
-19770,2024-12-26 17:35:39,17299432900,4,New Quote,6,general,90,9.2,Change coverage level,resolved,Callback scheduled for tomorrow,4.0,True
-19771,2024-12-26 17:41:36,16339407873,1,Claims,1,claims,253,4.2,General coverage question,follow_up_needed,Escalated to claims adjuster,3.0,False
-19772,2024-12-26 17:42:03,14338520601,3,Policy Changes,6,general,149,6.0,Reinstate lapsed policy,follow_up_needed,"Claim filed, reference number provided",4.0,False
-19773,2024-12-26 17:47:08,19865290701,2,Billing & Payments,8,billing,0,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-19774,2024-12-26 17:59:39,17717326441,1,Claims,7,claims,99,8.6,Cancel policy,follow_up_needed,Policy updated per customer request,2.0,False
-19775,2024-12-26 18:16:31,18832794424,1,Claims,2,claims,69,14.6,Ask about deductible,resolved,Transferred to supervisor,4.0,True
-19776,2024-12-26 18:16:40,16025743687,3,Policy Changes,6,general,128,10.7,Update address,follow_up_needed,"Information provided, no action needed",4.0,False
-19777,2024-12-26 18:17:15,18581839740,2,Billing & Payments,4,billing,166,8.5,Add driver to policy,resolved,"Information provided, no action needed",5.0,True
-19778,2024-12-26 18:32:59,13887184403,4,New Quote,5,general,138,4.4,Report accident,follow_up_needed,Policy updated per customer request,5.0,False
-19779,2024-12-27 07:05:47,18890503454,3,Policy Changes,5,general,274,4.0,Dispute claim denial,resolved,Payment processed successfully,3.0,True
-19780,2024-12-27 07:06:37,12912565818,3,Policy Changes,6,general,171,11.5,Ask about discounts,resolved,Customer disconnected before resolution,4.0,True
-19781,2024-12-27 07:18:22,19287338404,4,New Quote,6,general,148,10.3,Update address,resolved,Payment processed successfully,4.0,True
-19782,2024-12-27 07:18:34,18470986199,0,Speak to Agent,6,general,218,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-19783,2024-12-27 07:25:29,17360745392,1,Claims,1,claims,131,1.6,Change coverage level,resolved,Customer requested manager,4.0,True
-19784,2024-12-27 07:54:33,12975589054,1,Claims,2,claims,58,5.7,Inquire about premium increase,resolved,Escalated to claims adjuster,4.0,True
-19785,2024-12-27 08:02:55,17356768767,0,Speak to Agent,5,general,230,5.2,Report accident,resolved,Transferred to supervisor,4.0,True
-19786,2024-12-27 08:02:59,19693484919,1,Claims,1,claims,17,4.4,Request payment plan,resolved,Resolved on first call,3.0,True
-19787,2024-12-27 08:09:07,15293135819,0,Speak to Agent,6,general,0,5.8,Dispute claim denial,resolved,Payment processed successfully,4.0,True
-19788,2024-12-27 08:35:30,16287413326,4,New Quote,5,general,148,3.9,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,5.0,False
-19789,2024-12-27 08:38:43,18287532781,3,Policy Changes,6,general,173,9.1,Inquire about premium increase,resolved,Policy updated per customer request,5.0,True
-19790,2024-12-27 08:52:43,13160904642,3,Policy Changes,6,general,87,4.4,Request payment plan,resolved,"Information provided, no action needed",4.0,True
-19791,2024-12-27 08:55:57,18936850153,2,Billing & Payments,8,billing,14,4.6,Update payment method,resolved,Policy updated per customer request,3.0,True
-19792,2024-12-27 09:02:46,14718499499,4,New Quote,6,general,83,10.0,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-19793,2024-12-27 09:31:37,15782933092,4,New Quote,6,general,136,9.3,Payment not processed,follow_up_needed,Resolved on first call,3.0,False
-19794,2024-12-27 09:58:10,18153915360,2,Billing & Payments,4,billing,9,7.5,Filing new auto claim,resolved,Customer disconnected before resolution,4.0,True
-19795,2024-12-27 10:19:52,17802423297,2,Billing & Payments,4,billing,184,7.5,Change coverage level,follow_up_needed,Customer disconnected before resolution,4.0,False
-19796,2024-12-27 10:23:34,18300500499,0,Speak to Agent,6,general,78,5.0,Request proof of insurance,resolved,"Information provided, no action needed",4.0,True
-19797,2024-12-27 10:24:23,17628295545,4,New Quote,6,general,135,7.0,Report accident,resolved,Transferred to supervisor,5.0,True
-19798,2024-12-27 10:44:07,12495838047,3,Policy Changes,5,general,31,6.2,Dispute claim denial,resolved,Policy updated per customer request,4.0,True
-19799,2024-12-27 10:56:07,16261420026,0,Speak to Agent,5,general,103,0.0,General coverage question,abandoned,Customer abandoned,,False
-19800,2024-12-27 10:58:22,14750559074,4,New Quote,6,general,240,12.0,Change coverage level,follow_up_needed,Transferred to supervisor,5.0,False
-19801,2024-12-27 10:58:42,13701698544,1,Claims,2,claims,269,7.1,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-19802,2024-12-27 11:08:06,16130309239,0,Speak to Agent,5,general,37,3.7,Payment not processed,resolved,Resolved on first call,4.0,True
-19803,2024-12-27 11:13:20,19937253397,2,Billing & Payments,4,billing,13,6.8,Request proof of insurance,resolved,Policy updated per customer request,5.0,True
-19804,2024-12-27 11:19:11,13720571484,1,Claims,7,claims,146,5.9,Reinstate lapsed policy,follow_up_needed,Policy updated per customer request,2.0,False
-19805,2024-12-27 11:32:37,19750081177,1,Claims,7,claims,324,5.8,Payment not processed,resolved,Customer requested manager,5.0,True
-19806,2024-12-27 11:35:37,14005489826,4,New Quote,5,general,130,5.5,Claim status inquiry,resolved,Resolved on first call,4.0,True
-19807,2024-12-27 11:52:38,18038478943,2,Billing & Payments,4,billing,132,6.9,Update address,resolved,Policy updated per customer request,5.0,True
-19808,2024-12-27 11:59:28,12890619352,1,Claims,7,claims,147,9.8,Update address,resolved,Escalated to claims adjuster,4.0,True
-19809,2024-12-27 12:04:38,14561315506,1,Claims,7,claims,89,9.0,Update payment method,resolved,Transferred to supervisor,5.0,True
-19810,2024-12-27 12:07:00,16872378337,3,Policy Changes,6,general,36,4.5,Ask about deductible,transferred,Escalated to claims adjuster,3.0,False
-19811,2024-12-27 12:38:39,15965015615,4,New Quote,5,general,231,5.5,Ask about deductible,transferred,Customer requested manager,2.0,False
-19812,2024-12-27 13:03:55,13795403755,1,Claims,2,claims,229,7.4,Update address,transferred,Escalated to claims adjuster,4.0,False
-19813,2024-12-27 14:03:04,15240325196,2,Billing & Payments,3,billing,74,4.6,Ask about discounts,follow_up_needed,Callback scheduled for tomorrow,2.0,False
-19814,2024-12-27 14:25:08,15826181696,3,Policy Changes,5,general,0,1.5,Inquire about premium increase,follow_up_needed,Customer requested manager,2.0,False
-19815,2024-12-27 14:30:04,16613173120,2,Billing & Payments,8,billing,257,11.5,Filing new auto claim,follow_up_needed,Policy updated per customer request,2.0,False
-19816,2024-12-27 14:44:32,18814653450,4,New Quote,6,general,86,10.9,Payment not processed,resolved,Transferred to supervisor,4.0,True
-19817,2024-12-27 14:54:45,17483421798,2,Billing & Payments,4,billing,127,0.5,Request payment plan,resolved,Customer requested manager,4.0,True
-19818,2024-12-27 15:06:21,16421799381,2,Billing & Payments,4,billing,72,4.0,General coverage question,follow_up_needed,Customer disconnected before resolution,4.0,False
-19819,2024-12-27 15:45:25,14556491775,1,Claims,1,claims,28,5.2,Change coverage level,follow_up_needed,Policy updated per customer request,3.0,False
-19820,2024-12-27 15:52:29,19221619672,0,Speak to Agent,5,general,43,5.3,Request ID cards,resolved,Transferred to supervisor,3.0,True
-19821,2024-12-27 16:05:15,12869165673,4,New Quote,6,general,67,9.2,Change coverage level,follow_up_needed,"Information provided, no action needed",2.0,False
-19822,2024-12-27 16:09:36,16468902023,2,Billing & Payments,8,billing,112,5.3,Request proof of insurance,follow_up_needed,Transferred to supervisor,3.0,False
-19823,2024-12-27 16:20:58,12962366714,3,Policy Changes,5,general,105,0.0,Reinstate lapsed policy,abandoned,Customer abandoned,,False
-19824,2024-12-27 16:31:52,14000468253,2,Billing & Payments,4,billing,81,1.2,Reinstate lapsed policy,resolved,Transferred to supervisor,2.0,True
-19825,2024-12-27 16:38:57,12683702394,3,Policy Changes,6,general,264,0.0,Ask about deductible,abandoned,Customer abandoned,,False
-19826,2024-12-27 16:46:54,19790829692,3,Policy Changes,6,general,97,8.2,Request ID cards,follow_up_needed,Resolved on first call,4.0,False
-19827,2024-12-27 16:50:51,18934439497,4,New Quote,6,general,0,7.0,Update payment method,resolved,Payment processed successfully,4.0,True
-19828,2024-12-27 17:07:41,19903112866,4,New Quote,6,general,200,13.2,Remove vehicle from policy,follow_up_needed,Customer disconnected before resolution,3.0,False
-19829,2024-12-27 17:49:40,12289738938,1,Claims,2,claims,43,6.6,Dispute claim denial,follow_up_needed,Customer requested manager,2.0,False
-19830,2024-12-27 17:50:42,18509367929,4,New Quote,6,general,64,7.7,Dispute claim denial,resolved,Transferred to supervisor,4.0,True
-19831,2024-12-27 17:51:24,16817061816,0,Speak to Agent,5,general,106,1.5,Update address,resolved,Callback scheduled for tomorrow,4.0,True
-19832,2024-12-27 18:04:32,12858417564,0,Speak to Agent,5,general,127,5.7,Add driver to policy,resolved,Escalated to claims adjuster,2.0,True
-19833,2024-12-27 18:07:31,16592576128,1,Claims,7,claims,135,8.4,Update address,follow_up_needed,Policy updated per customer request,4.0,False
-19834,2024-12-27 18:15:32,14053840257,3,Policy Changes,5,general,103,8.1,Report accident,follow_up_needed,Transferred to supervisor,2.0,False
-19835,2024-12-27 18:24:19,18367329925,3,Policy Changes,5,general,161,8.4,Report accident,resolved,Customer requested manager,3.0,True
-19836,2024-12-27 18:44:46,16405143268,3,Policy Changes,6,general,126,9.4,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-19837,2024-12-28 09:15:08,17450182887,4,New Quote,5,general,49,0.0,Update payment method,abandoned,Customer abandoned,,False
-19838,2024-12-28 09:29:50,19013426525,3,Policy Changes,5,general,136,5.4,General coverage question,follow_up_needed,Payment processed successfully,2.0,False
-19839,2024-12-28 09:35:16,12576488977,4,New Quote,6,general,184,13.2,Update payment method,follow_up_needed,Transferred to supervisor,1.0,False
-19840,2024-12-28 09:37:17,13257460357,4,New Quote,5,general,170,6.3,Update payment method,resolved,Resolved on first call,3.0,True
-19841,2024-12-28 09:43:09,14445020297,0,Speak to Agent,5,general,79,0.0,Update address,abandoned,Customer abandoned,,False
-19842,2024-12-28 09:51:51,12181696585,2,Billing & Payments,8,billing,182,4.1,Request payment plan,resolved,"Claim filed, reference number provided",4.0,True
-19843,2024-12-28 09:57:03,16714289022,2,Billing & Payments,4,billing,0,8.5,Filing new auto claim,transferred,"Information provided, no action needed",2.0,False
-19844,2024-12-28 10:11:08,18290826719,3,Policy Changes,5,general,124,10.3,Claim status inquiry,resolved,Policy updated per customer request,3.0,True
-19845,2024-12-28 10:14:26,18433720477,0,Speak to Agent,5,general,15,7.5,Filing new auto claim,resolved,Policy updated per customer request,3.0,True
-19846,2024-12-28 10:14:41,16626893000,3,Policy Changes,6,general,168,5.4,Request ID cards,follow_up_needed,Transferred to supervisor,4.0,False
-19847,2024-12-28 10:14:56,15164308923,2,Billing & Payments,3,billing,28,3.4,General coverage question,follow_up_needed,Customer disconnected before resolution,5.0,False
-19848,2024-12-28 10:17:57,12417891987,4,New Quote,5,general,87,9.7,Payment not processed,resolved,"Claim filed, reference number provided",4.0,True
-19849,2024-12-28 10:34:47,19667069619,4,New Quote,6,general,93,14.6,Update payment method,follow_up_needed,Payment processed successfully,2.0,False
-19850,2024-12-28 10:37:49,13149285279,3,Policy Changes,5,general,0,8.0,Ask about deductible,follow_up_needed,Escalated to claims adjuster,2.0,False
-19851,2024-12-28 10:45:16,14106110924,4,New Quote,6,general,89,7.5,General coverage question,transferred,Resolved on first call,1.0,False
-19852,2024-12-28 10:49:00,14727295989,3,Policy Changes,6,general,97,10.5,Claim status inquiry,resolved,Policy updated per customer request,2.0,True
-19853,2024-12-28 10:51:29,14240186216,4,New Quote,6,general,283,4.8,Report accident,resolved,Customer requested manager,4.0,True
-19854,2024-12-28 11:04:19,13804101901,4,New Quote,5,general,104,3.6,Ask about deductible,resolved,"Claim filed, reference number provided",4.0,True
-19855,2024-12-28 11:10:16,14473434444,2,Billing & Payments,3,billing,137,1.9,Request proof of insurance,transferred,"Information provided, no action needed",1.0,False
-19856,2024-12-28 11:23:04,16709210810,0,Speak to Agent,5,general,191,8.0,Claim status inquiry,resolved,Payment processed successfully,5.0,True
-19857,2024-12-28 11:32:17,16594184919,0,Speak to Agent,5,general,20,7.7,Change coverage level,resolved,Customer disconnected before resolution,4.0,True
-19858,2024-12-28 11:38:01,18342006624,3,Policy Changes,5,general,0,6.7,Reinstate lapsed policy,resolved,"Information provided, no action needed",3.0,True
-19859,2024-12-28 11:46:13,17803696330,2,Billing & Payments,4,billing,275,7.6,Ask about deductible,resolved,Escalated to claims adjuster,3.0,True
-19860,2024-12-28 11:52:36,16675454635,0,Speak to Agent,5,general,34,8.2,Cancel policy,resolved,Transferred to supervisor,5.0,True
-19861,2024-12-28 12:13:42,15999319142,0,Speak to Agent,6,general,0,6.7,Cancel policy,resolved,Resolved on first call,3.0,True
-19862,2024-12-28 12:19:36,12193003560,4,New Quote,6,general,115,8.0,General coverage question,resolved,"Claim filed, reference number provided",5.0,True
-19863,2024-12-28 12:28:35,12630383094,2,Billing & Payments,3,billing,74,5.2,Claim status inquiry,resolved,"Claim filed, reference number provided",3.0,True
-19864,2024-12-28 12:38:08,17891291930,0,Speak to Agent,5,general,103,2.9,Request ID cards,resolved,Escalated to claims adjuster,3.0,True
-19865,2024-12-28 12:42:07,15551471082,2,Billing & Payments,4,billing,126,4.2,Claim status inquiry,transferred,Transferred to supervisor,3.0,False
-19866,2024-12-28 12:45:39,19596617999,0,Speak to Agent,6,general,164,8.7,General coverage question,transferred,"Claim filed, reference number provided",1.0,False
-19867,2024-12-28 12:59:55,15646772850,4,New Quote,6,general,223,8.3,Inquire about premium increase,follow_up_needed,"Claim filed, reference number provided",3.0,False
-19868,2024-12-30 07:08:50,12209293654,0,Speak to Agent,5,general,123,4.8,Update payment method,resolved,Payment processed successfully,4.0,True
-19869,2024-12-30 07:37:47,18828525224,0,Speak to Agent,5,general,111,0.8,Claim status inquiry,resolved,Resolved on first call,4.0,True
-19870,2024-12-30 07:40:17,19103040390,2,Billing & Payments,8,billing,6,4.8,Report accident,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-19871,2024-12-30 07:40:31,17145564440,3,Policy Changes,5,general,0,2.3,Inquire about premium increase,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-19872,2024-12-30 07:47:58,16506248141,1,Claims,7,claims,111,7.7,Remove vehicle from policy,follow_up_needed,Escalated to claims adjuster,2.0,False
-19873,2024-12-30 08:04:56,15675305782,2,Billing & Payments,3,billing,84,6.1,Request ID cards,resolved,Resolved on first call,2.0,True
-19874,2024-12-30 08:16:14,12226338445,4,New Quote,5,general,224,7.7,Change coverage level,transferred,Resolved on first call,4.0,False
-19875,2024-12-30 08:22:20,16641855735,0,Speak to Agent,5,general,235,4.0,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-19876,2024-12-30 08:29:58,19690499705,0,Speak to Agent,6,general,64,0.0,Ask about discounts,abandoned,Customer abandoned,,False
-19877,2024-12-30 08:31:45,17534255368,0,Speak to Agent,5,general,135,4.8,Request ID cards,resolved,Transferred to supervisor,2.0,True
-19878,2024-12-30 08:45:13,18841803972,4,New Quote,6,general,124,8.5,Remove vehicle from policy,transferred,Customer requested manager,1.0,False
-19879,2024-12-30 09:16:46,12442014906,0,Speak to Agent,6,general,103,11.7,Inquire about premium increase,resolved,Policy updated per customer request,4.0,True
-19880,2024-12-30 09:20:52,14478849074,4,New Quote,5,general,301,6.1,Cancel policy,resolved,Customer disconnected before resolution,4.0,True
-19881,2024-12-30 09:32:09,14807162304,4,New Quote,5,general,115,2.3,Complaint about service,resolved,Customer requested manager,5.0,True
-19882,2024-12-30 09:41:46,15569256113,4,New Quote,6,general,121,12.3,Request payment plan,resolved,Callback scheduled for tomorrow,5.0,True
-19883,2024-12-30 09:42:37,12011192895,4,New Quote,6,general,43,2.9,Request proof of insurance,resolved,"Information provided, no action needed",5.0,True
-19884,2024-12-30 09:43:34,14690926291,1,Claims,7,claims,93,9.2,Request proof of insurance,resolved,Payment processed successfully,4.0,True
-19885,2024-12-30 09:43:39,14287269523,4,New Quote,6,general,402,10.7,Inquire about premium increase,resolved,Callback scheduled for tomorrow,4.0,True
-19886,2024-12-30 09:47:31,18163425803,0,Speak to Agent,6,general,0,12.1,Request proof of insurance,resolved,Customer requested manager,2.0,True
-19887,2024-12-30 09:57:16,14625148127,2,Billing & Payments,4,billing,119,6.2,Filing new auto claim,resolved,Payment processed successfully,4.0,True
-19888,2024-12-30 09:57:44,19626235971,0,Speak to Agent,5,general,58,6.1,General coverage question,resolved,Payment processed successfully,3.0,True
-19889,2024-12-30 09:58:38,13286321925,1,Claims,2,claims,44,8.9,Cancel policy,follow_up_needed,Resolved on first call,2.0,False
-19890,2024-12-30 10:02:39,13899158719,0,Speak to Agent,6,general,76,7.9,Inquire about premium increase,resolved,Customer disconnected before resolution,5.0,True
-19891,2024-12-30 10:07:50,14924437582,1,Claims,7,claims,262,7.4,Remove vehicle from policy,follow_up_needed,Transferred to supervisor,2.0,False
-19892,2024-12-30 10:21:11,19205506138,4,New Quote,6,general,235,7.1,General coverage question,follow_up_needed,"Information provided, no action needed",4.0,False
-19893,2024-12-30 10:24:12,13966980746,4,New Quote,6,general,150,8.4,Dispute claim denial,resolved,Escalated to claims adjuster,4.0,True
-19894,2024-12-30 10:27:09,17731945499,0,Speak to Agent,5,general,142,5.7,Report accident,follow_up_needed,Escalated to claims adjuster,1.0,False
-19895,2024-12-30 10:36:43,15048410093,2,Billing & Payments,3,billing,75,6.8,Remove vehicle from policy,resolved,Customer requested manager,4.0,True
-19896,2024-12-30 10:53:46,18210179613,1,Claims,7,claims,62,4.4,Complaint about service,resolved,Callback scheduled for tomorrow,4.0,True
-19897,2024-12-30 10:54:23,19600123395,4,New Quote,5,general,96,1.8,Ask about discounts,transferred,Policy updated per customer request,1.0,False
-19898,2024-12-30 10:58:01,19401145979,2,Billing & Payments,4,billing,111,3.8,Cancel policy,resolved,Callback scheduled for tomorrow,4.0,True
-19899,2024-12-30 11:00:13,13197688465,4,New Quote,5,general,266,7.3,Change coverage level,follow_up_needed,Policy updated per customer request,4.0,False
-19900,2024-12-30 11:08:47,17253287505,0,Speak to Agent,6,general,13,8.4,Complaint about service,resolved,"Information provided, no action needed",4.0,True
-19901,2024-12-30 11:10:33,12520213989,0,Speak to Agent,6,general,147,9.4,Filing new auto claim,resolved,Customer disconnected before resolution,5.0,True
-19902,2024-12-30 11:13:19,13889461552,4,New Quote,6,general,138,10.6,Change coverage level,resolved,Callback scheduled for tomorrow,3.0,True
-19903,2024-12-30 11:17:58,17390085424,4,New Quote,5,general,81,6.9,Claim status inquiry,resolved,Customer requested manager,3.0,True
-19904,2024-12-30 11:25:21,16426792566,4,New Quote,5,general,334,4.3,Remove vehicle from policy,resolved,Customer disconnected before resolution,3.0,True
-19905,2024-12-30 11:42:02,16354385449,2,Billing & Payments,8,billing,181,3.0,Ask about discounts,follow_up_needed,Policy updated per customer request,2.0,False
-19906,2024-12-30 11:42:25,19333551544,2,Billing & Payments,4,billing,81,5.5,Complaint about service,follow_up_needed,Callback scheduled for tomorrow,4.0,False
-19907,2024-12-30 11:42:34,12287898925,2,Billing & Payments,4,billing,108,6.0,Claim status inquiry,follow_up_needed,Customer requested manager,4.0,False
-19908,2024-12-30 11:47:30,12524666101,3,Policy Changes,6,general,46,9.6,Inquire about premium increase,follow_up_needed,Escalated to claims adjuster,4.0,False
-19909,2024-12-30 12:06:50,14607344399,3,Policy Changes,6,general,209,11.7,Report accident,follow_up_needed,Resolved on first call,3.0,False
-19910,2024-12-30 12:08:51,16797247736,3,Policy Changes,5,general,100,1.7,Dispute claim denial,follow_up_needed,Customer requested manager,2.0,False
-19911,2024-12-30 12:23:25,12354678013,1,Claims,2,claims,141,0.0,General coverage question,abandoned,Customer abandoned,,False
-19912,2024-12-30 12:28:27,17279597938,0,Speak to Agent,5,general,0,4.1,Report accident,resolved,Transferred to supervisor,3.0,True
-19913,2024-12-30 12:32:33,18707870620,4,New Quote,6,general,211,5.5,Cancel policy,resolved,Resolved on first call,3.0,True
-19914,2024-12-30 13:06:34,13128639785,1,Claims,1,claims,0,4.5,Add driver to policy,resolved,"Claim filed, reference number provided",4.0,True
-19915,2024-12-30 13:23:56,17981960203,4,New Quote,6,general,83,8.7,Reinstate lapsed policy,resolved,Transferred to supervisor,4.0,True
-19916,2024-12-30 13:55:43,14464733712,4,New Quote,6,general,119,13.8,Filing new auto claim,resolved,"Claim filed, reference number provided",4.0,True
-19917,2024-12-30 14:29:59,13137768494,2,Billing & Payments,4,billing,61,9.4,Change coverage level,resolved,Payment processed successfully,3.0,True
-19918,2024-12-30 14:34:12,13224663582,4,New Quote,5,general,220,6.9,Update payment method,resolved,Policy updated per customer request,3.0,True
-19919,2024-12-30 14:48:33,12088505214,2,Billing & Payments,3,billing,8,4.0,Ask about discounts,transferred,Customer disconnected before resolution,4.0,False
-19920,2024-12-30 15:09:08,14385632020,0,Speak to Agent,6,general,64,5.7,Remove vehicle from policy,resolved,Callback scheduled for tomorrow,4.0,True
-19921,2024-12-30 15:12:55,12639528941,0,Speak to Agent,6,general,114,6.4,Request proof of insurance,resolved,Escalated to claims adjuster,3.0,True
-19922,2024-12-30 15:16:04,17721640033,1,Claims,2,claims,247,0.0,Update address,abandoned,Customer abandoned,,False
-19923,2024-12-30 15:28:50,16412693850,2,Billing & Payments,4,billing,183,0.0,Payment not processed,abandoned,Customer abandoned,,False
-19924,2024-12-30 15:34:38,17365906506,4,New Quote,6,general,120,6.4,Inquire about premium increase,resolved,Policy updated per customer request,3.0,True
-19925,2024-12-30 15:38:28,17497317951,2,Billing & Payments,3,billing,39,6.7,Inquire about premium increase,resolved,Callback scheduled for tomorrow,4.0,True
-19926,2024-12-30 15:51:35,12342001441,4,New Quote,5,general,147,5.8,Request payment plan,resolved,Customer disconnected before resolution,3.0,True
-19927,2024-12-30 15:55:19,17884522974,4,New Quote,6,general,135,7.1,Ask about discounts,resolved,Escalated to claims adjuster,3.0,True
-19928,2024-12-30 16:09:12,13685989154,2,Billing & Payments,3,billing,239,5.2,Request ID cards,resolved,Customer disconnected before resolution,4.0,True
-19929,2024-12-30 16:37:16,16687080081,1,Claims,1,claims,13,0.0,Update payment method,abandoned,Customer abandoned,,False
-19930,2024-12-30 16:41:48,18225041537,1,Claims,1,claims,0,10.3,Payment not processed,resolved,Callback scheduled for tomorrow,5.0,True
-19931,2024-12-30 16:48:58,13003642585,3,Policy Changes,6,general,94,3.0,Reinstate lapsed policy,resolved,Customer requested manager,4.0,True
-19932,2024-12-30 16:59:21,17873022286,0,Speak to Agent,6,general,24,2.0,Claim status inquiry,resolved,Customer disconnected before resolution,5.0,True
-19933,2024-12-30 17:01:08,15126098593,1,Claims,2,claims,73,3.9,Remove vehicle from policy,resolved,Resolved on first call,4.0,True
-19934,2024-12-30 17:04:25,12303871314,3,Policy Changes,6,general,194,12.4,Update payment method,resolved,Customer disconnected before resolution,4.0,True
-19935,2024-12-30 17:15:14,13373804153,4,New Quote,5,general,189,4.6,Request proof of insurance,resolved,Customer requested manager,4.0,True
-19936,2024-12-30 17:18:58,14196122295,4,New Quote,6,general,191,0.0,Filing new auto claim,abandoned,Customer abandoned,,False
-19937,2024-12-30 17:25:00,18363256912,1,Claims,2,claims,70,9.9,Dispute claim denial,resolved,Customer requested manager,3.0,True
-19938,2024-12-30 17:25:14,12145136763,0,Speak to Agent,5,general,98,9.7,Add driver to policy,resolved,Callback scheduled for tomorrow,4.0,True
-19939,2024-12-30 17:37:31,12985626825,0,Speak to Agent,6,general,135,7.5,Cancel policy,transferred,Transferred to supervisor,2.0,False
-19940,2024-12-30 17:48:58,17984249220,3,Policy Changes,5,general,127,1.7,Request proof of insurance,resolved,"Claim filed, reference number provided",4.0,True
-19941,2024-12-30 17:54:01,17726496660,3,Policy Changes,6,general,139,6.9,Add driver to policy,resolved,Escalated to claims adjuster,3.0,True
-19942,2024-12-30 18:00:31,18354714050,3,Policy Changes,6,general,21,4.8,Inquire about premium increase,resolved,Transferred to supervisor,4.0,True
-19943,2024-12-30 18:14:40,13028468888,2,Billing & Payments,8,billing,160,6.1,Dispute claim denial,follow_up_needed,Payment processed successfully,3.0,False
-19944,2024-12-30 18:22:04,18034802656,4,New Quote,6,general,110,7.5,Payment not processed,resolved,Payment processed successfully,5.0,True
-19945,2024-12-30 18:35:43,16019609758,0,Speak to Agent,5,general,244,2.8,Filing new auto claim,resolved,Resolved on first call,3.0,True
-19946,2024-12-30 18:51:59,17132160834,3,Policy Changes,6,general,0,6.6,Update payment method,follow_up_needed,Callback scheduled for tomorrow,4.0,False