AccountId: 011433970860
ContactId: 16db98e1-a8c5-4822-a213-465e45565d7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114480 ms
Total Talk Time (AGENT): 35071 ms
Total Talk Time (CUSTOMER): 70693 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/16db98e1-a8c5-4822-a213-465e45565d7d_20250513T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], uh, my name is [PII]. I'm an agent, and, uh, I have a, a lady that's retired from teaching school, uh, 2 or 3 years and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She has an American public coming out of her checking account. She can't figure out if it's a cancer or accident or what it is, and I'm not really sure. I wrote it years ago. Uh but her name is, her name is [PII]
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so we we just needing to identify the kinds of policies that she has with us?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Sure, OK, uh, Wy, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] OK, thank you. Do you happen to have a policy number for her?
[CUSTOMER][NEUTRAL] No, no, she, it's just coming out of her checking account and, uh, uh, I don't have a policy number for I don't.
[AGENT][NEUTRAL] Sure, OK, yeah, let me try searching just using her name.
[CUSTOMER][NEUTRAL] I, I know, I know it.
[CUSTOMER][NEUTRAL] Yeah, I, I think she uh worked at Antlers Public schools and I did have a little group there.
[AGENT][NEUTRAL] OK, that was Antlers, [PII].
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, um, do you have her date of birth?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] OK, I would need that information before I can disclose anything further [PII], I apologize.
[CUSTOMER][NEUTRAL] Her date of birth. OK, I'll try to call and get it. Alright, thank you.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] All right, thank you. Yes sir, bye bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah