AccountId: 011433970860
ContactId: 00eb39ca-bc69-4fcd-a01f-45be4ff4edd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157759 ms
Total Talk Time (AGENT): 57245 ms
Total Talk Time (CUSTOMER): 50641 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/00eb39ca-bc69-4fcd-a01f-45be4ff4edd0_20250407T17:13_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] To have
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII] how you doing?
[AGENT][POSITIVE] I'm doing well.
[CUSTOMER][NEUTRAL] I was calling to see if my um benefits were still activated.
[AGENT][NEUTRAL] OK, I can check and make sure you have an active policy. Can you please give me your name and your callback number just in case our call is dropped.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then can I please get your policy number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Policy number is 02588439.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir. And then what is your
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][NEUTRAL] Uh, and your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, phone number [PII], uh, address [PII].
[CUSTOMER][NEUTRAL] And what was that one you need me?
[AGENT][NEUTRAL] Uh, your email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, let me check real quick about your policy.
[AGENT][NEUTRAL] OK, [PII], I do show that you have an active policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with today, sir, before we go?
[CUSTOMER][POSITIVE] Mm, no, ma'am, that was it. I appreciate it so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you're very welcome. I hope you have a wonderful day and we thank you for calling APL.
[CUSTOMER][POSITIVE] Yes ma'am, you.
[AGENT][NEUTRAL] Bye bye.