AccountId: 011433970860
ContactId: 1a12f04f-e105-4759-b477-02583de669a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66680 ms
Total Talk Time (AGENT): 29367 ms
Total Talk Time (CUSTOMER): 25160 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/1a12f04f-e105-4759-b477-02583de669a9_20250617T17:44_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, good afternoon. I'm calling in reference to my policy number to see if it's still in effect.
[AGENT][NEUTRAL] I can certainly look that up. What is your policy number?
[CUSTOMER][NEUTRAL] 02263218
[AGENT][NEUTRAL] Thank you. And if I could just verify your name, and date of birth, and a phone number, I just want to make sure I'm getting the right policy.
[CUSTOMER][NEUTRAL] Yes, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And is there a phone number please? We also list that as well as a.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And the phone number [PII].
[AGENT][NEUTRAL] I appreciate that, Ms. [PII], you had a policy with us from [PII] until [PII]. You no longer have a policy with us.
[CUSTOMER][NEUTRAL] Oh, OK. OK, I was just making sure.
[AGENT][NEUTRAL] OK. Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] Uh, no, you helped me well. Thank you.
[AGENT][POSITIVE] OK, well, thank you for contacting ATI