AccountId: 011433970860
ContactId: 1998e59c-1665-461b-ab90-b9a5b830af3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88879 ms
Total Talk Time (AGENT): 39754 ms
Total Talk Time (CUSTOMER): 42001 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/1998e59c-1665-461b-ab90-b9a5b830af3e_20250404T15:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm just calling to see if I still have this life insurance policy or not. Um, I have my coverage policy quotation and group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, if you have the certificate number, I can pull it with that.
[CUSTOMER][NEUTRAL] OK, it's 718-234.
[AGENT][NEUTRAL] Alright, let me pull this up here give me just a moment.
[AGENT][NEUTRAL] And then if I could get your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII], or maybe [PII] now that I'm married.
[AGENT][NEUTRAL] All right, now looks like.
[AGENT][NEUTRAL] All right, [PII], so it looks like this was a policy that was active in [PII] until [PII], hasn't been active since then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and so there's no like it doesn't have any um.
[CUSTOMER][NEGATIVE] Value or anything to it has expired and everything.
[AGENT][NEUTRAL] Mhm. Correct, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I just wanted to make sure before I threw away all the stuff for it. I wasn't sure how work. All right, thank you.
[AGENT][POSITIVE] Not a problem. No, not a problem. Anything else? You're welcome.
[CUSTOMER][POSITIVE] That's all. Thank you. Bye-bye.
[AGENT][POSITIVE] Alright, have a good day. Bye bye.