AccountId: 011433970860
ContactId: 01e4e606-16b2-4b56-9e3a-a8605648c033
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147800 ms
Total Talk Time (AGENT): 46608 ms
Total Talk Time (CUSTOMER): 57262 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/01e4e606-16b2-4b56-9e3a-a8605648c033_20250211T16:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I'm calling about my mom's um policy she has with y'all. Can you look it up for us?
[AGENT][NEUTRAL] OK. What is your mom's name or what is that policy number?
[CUSTOMER][NEUTRAL] I have a mom's name listed out oh policy number A01.
[CUSTOMER][NEUTRAL] 36634
[AGENT][NEUTRAL] OK. And your name is?
[CUSTOMER][NEGATIVE] [PII].
[CUSTOMER][NEUTRAL] Not going to.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. And your mom's name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And is your mom there with you?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. May I speak with her?
[CUSTOMER][NEUTRAL] That you want
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, Ms. [PII], verify your date of birth and mailing address for me, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I don't know if it's [PII] or [PII].
[CUSTOMER][NEUTRAL] What's on it because we've moved since [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] OK, that's what I show. OK, are you giving us permission to speak with [PII] in regards to your policy?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You go.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Hey, how do I go about um filing a claim on this policy?
[AGENT][NEUTRAL] Well, [PII], um, show Ms. [PII]'s policy terminated with us on [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, alright, that's because we said working we're trying to figure out if it's still in effect.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Yes, ma'am. I show that it turned uh [PII].
[CUSTOMER][NEUTRAL] I see.
[AGENT][POSITIVE] Uh, yes, ma'am. Thank you for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] That