AccountId: 011433970860
ContactId: 16ea7c70-3ebd-40e5-9a29-1435e809a3f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134059 ms
Total Talk Time (AGENT): 45617 ms
Total Talk Time (CUSTOMER): 26975 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/16ea7c70-3ebd-40e5-9a29-1435e809a3f5_20250127T15:28_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling ATL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, I have a, a policy with a company called Public National Life Insurance Company. Would you be the successor to that company?
[AGENT][NEUTRAL] No, unfortunately not. I'm very sorry.
[AGENT][NEUTRAL] You said it was public national?
[CUSTOMER][NEUTRAL] OK, you're
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me see um.
[AGENT][NEUTRAL] Public national insurance.
[AGENT][NEUTRAL] No, you know, I can't, if you want me to just check if I have anything listed under your social, I absolutely will, um.
[AGENT][NEUTRAL] But I'm not familiar. My understanding is American public life has been American public life from the start.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Who, who would know? Yeah, I guess, I mean I like.
[AGENT][NEUTRAL] You know, I'm not exactly, I'm so sorry because I'm not exactly sure, um.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's say just look up the social security number.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] No, unfortunately it took me to the next closest social and it was not that one.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][NEUTRAL] Yeah