AccountId: 011433970860
ContactId: 1eee6ebd-b711-4124-8b89-f4ce29d5f5c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87129 ms
Total Talk Time (AGENT): 28933 ms
Total Talk Time (CUSTOMER): 32781 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/1eee6ebd-b711-4124-8b89-f4ce29d5f5c3_20250411T18:25_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]. I just found some paperwork from American Public Life Insurance Company, and I'm not sure.
[CUSTOMER][NEUTRAL] I actually do not remember this. I was just wondering if you could tell me if the policy is still active.
[AGENT][POSITIVE] Yeah, absolutely, we can take a look. What's the policy number?
[CUSTOMER][NEUTRAL] It is 112.
[CUSTOMER][NEUTRAL] 6500.
[AGENT][NEUTRAL] OK, let me take a look here.
[AGENT][NEUTRAL] And what would have been the name on it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. It looks like this was a medical policy from [PII]. Uh, it's not been active since then.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] I guess I, I really do hang on to stuff. All right. I am getting that out of my files.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That
[CUSTOMER][POSITIVE] Well, thank you so much for clarifying.
[AGENT][POSITIVE] Yeah, not a problem. You have a good rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.