AccountId: 011433970860
ContactId: 1aa9a919-aa01-48a9-9b9d-d638928d4b7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 52209 ms
Total Talk Time (AGENT): 11842 ms
Total Talk Time (CUSTOMER): 34828 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/1aa9a919-aa01-48a9-9b9d-d638928d4b7e_20250414T16:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got um an insured on the phone. Her name is Miss [PII]. Her policy number is 1950867.
[CUSTOMER][NEUTRAL] She is showing that she is lapsed on her policy and she is still with the group and they're still taking premium from her check so she wants to know why she's lapsed, and she has verified all of her information.
[AGENT][NEUTRAL] OK, the sho
[AGENT][NEUTRAL] OK. Since she is um under a group, she will have to contact the group about that.
[CUSTOMER][POSITIVE] OK, OK, I will make sure that I let her know I appreciate you.
[AGENT][POSITIVE] No problem. Have a good day.
[CUSTOMER][POSITIVE] All right, thanks for letting me know. All right, bye bye.