AccountId: 011433970860
ContactId: 19f71fc1-1933-46f0-94fc-a10dd3753192
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147460 ms
Total Talk Time (AGENT): 58939 ms
Total Talk Time (CUSTOMER): 80343 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/19f71fc1-1933-46f0-94fc-a10dd3753192_20250403T21:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL this is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling ATO.
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and I'm checking to see if I still have this insurance policy.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] May I have a call back.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I'm looking here and I can't find the policy number.
[AGENT][NEUTRAL] OK. So, um, what do you have?
[CUSTOMER][NEUTRAL] I could give you my social security number.
[AGENT][NEUTRAL] OK, alright. Bear with me just a second. Let me pull another system where I can put that information in, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right, go ahead.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Alright, and may I have um your mailing address on file?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] This looks like when I was working.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] Mhm, yeah, this is an old policy terminated back in [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] see.
[CUSTOMER][NEUTRAL] 2009 Void.
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, this is probably 2000.
[CUSTOMER][NEUTRAL] 009.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, you know what? Yeah, cause this is the Orleans Parish Sheriff's Office. I don't work there anymore. OK, so I could, I could just tear this um American Public Life Insurance. I could tear that up. I mean, yeah, I have a policy number 745543.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Yeah, it.
[AGENT][NEUTRAL] Yeah, that's the one I'm looking at, um, but it looks like it is terminated since [PII], OK?
[CUSTOMER][NEUTRAL] Yeah, that's you that.
[CUSTOMER][POSITIVE] Alright, thank you, ma'am. I, I could just tear this apart, right? I could tear it apart. All right. Thank you. Bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Have a good afternoon. Bye-bye.