AccountId: 011433970860
ContactId: 2233d4a3-385d-41c7-90ab-98c9008f0f7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73529 ms
Total Talk Time (AGENT): 25099 ms
Total Talk Time (CUSTOMER): 40591 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/2233d4a3-385d-41c7-90ab-98c9008f0f7d_20250115T20:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] Hi, so, I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good. Um, I had a, uh, she's gone. I don't know, the call got disconnected, but I had a member on the line that she's calling to see if she can reinstate the policy she had with her husband that it's been terminated since May. I, I don't think we can, but I was just checking on it.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm, let me take a look. What was the policy number?
[CUSTOMER][NEUTRAL] 614093.
[AGENT][NEUTRAL] 614093
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] In May of last year, no, that's gonna be.
[CUSTOMER][NEUTRAL] Mm, that's what I thought.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] Yeah, no, too late.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK. All right. I guess I can call her back and let her know that it's not gonna be possible. OK, thank you.
[AGENT][POSITIVE] No problem at all. Thank you.
[CUSTOMER][POSITIVE] Mhm. Have a good day you number.
[AGENT][NEUTRAL] You too. Bye.