AccountId: 011433970860
ContactId: 11ef40d1-7e96-4b42-9dff-bb842b11bd03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66080 ms
Total Talk Time (AGENT): 15921 ms
Total Talk Time (CUSTOMER): 30179 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/11ef40d1-7e96-4b42-9dff-bb842b11bd03_20250527T20:58_UTC.wav
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[CUSTOMER][NEUTRAL] Are y'all the ones who um have taken position life insurance policies?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, I don't know, we do offer life policies. Um, was this through your employer?
[CUSTOMER][NEUTRAL] No, uh, uh, this was an insurance policy my grandma had years ago and still has.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] I'm trying to contact the physician, life insurance people.
[AGENT][NEUTRAL] OK, um, I'm not familiar with them, but I can still see if she had, uh, anything.
[CUSTOMER][NEUTRAL] OK, I got the policy number.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.