AccountId: 011433970860
ContactId: 013bb769-e1d9-449e-9541-3edd18e917ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79500 ms
Total Talk Time (AGENT): 28721 ms
Total Talk Time (CUSTOMER): 38481 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/013bb769-e1d9-449e-9541-3edd18e917ba_20250303T19:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII], and I don't think that this policy is still enforced, but I just wanted to double check if you could see for me if there's any um activity on this. It's a, it's a policy I've had for years and years, and I think I canceled it years ago, but I'm sorry to bother you. Would you manage to be able to check to see if there's still any activity on this?
[AGENT][NEUTRAL] Yes, ma'am, and Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] It's 571-202.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] OK, and give me one moment. You say your name is [PII]?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. It looks
[CUSTOMER][NEUTRAL] I took this policy out on my husband.
[AGENT][NEUTRAL] OK. And what's your husband's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes, ma'am. I'm showing that policy terminated on [PII].
[CUSTOMER][POSITIVE] OK. That's what I needed to know. So I can file this in the appropriate file. You have a blessed day.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, you too, Ms. [PII]. Thanks for calling APL. Bye.
[CUSTOMER][POSITIVE] Thank you very much bye bye.