AccountId: 011433970860
ContactId: 0c95344f-f755-4c0c-98f7-14c9c90dabca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 46810 ms
Total Talk Time (AGENT): 15028 ms
Total Talk Time (CUSTOMER): 29660 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/0c95344f-f755-4c0c-98f7-14c9c90dabca_20250527T20:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over in customer care. How are you?
[AGENT][POSITIVE] I'm doing good. How are you?
[CUSTOMER][NEUTRAL] Hey, good. I always just have a question. If a member's, uh, policy lapsed and they were wanting to port it, how long do we give them to do that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, they have a 30 day grace period.
[CUSTOMER][NEUTRAL] OK, I just wanted to double check on that because this lady's has been lapsed for some time and I just wasn't sure on the time frame so I wanted to check with you guys. Thank you.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] It's all right.
[CUSTOMER][POSITIVE] All right, thank you so much I appreciate you.
[AGENT][POSITIVE] You're welcome. You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] Have a