AccountId: 011433970860
ContactId: 27623592-a6cf-40ee-8e21-099e82ed74e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175580 ms
Total Talk Time (AGENT): 69842 ms
Total Talk Time (CUSTOMER): 68029 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/27623592-a6cf-40ee-8e21-099e82ed74e3_20250602T17:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You can be
[CUSTOMER][NEUTRAL] Um, yes, Core. I was, I was just calling to see, uh, was my account back active?
[AGENT][NEUTRAL] OK, I can check and make sure your account is active or not. um, can I please get your name sir and your call back number?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] [PII] at [PII].
[AGENT][NEUTRAL] OK thank you and then what is the policy number sir?
[CUSTOMER][NEUTRAL] OK, can you say that, can you repeat that, please?
[AGENT][NEUTRAL] What is your policy number?
[CUSTOMER][NEUTRAL] Nobody's never it, um.
[CUSTOMER][NEUTRAL] They go to the thing I can get there.
[CUSTOMER][NEUTRAL] Give me one moment please.
[AGENT][NEUTRAL] If you don't
[AGENT][NEUTRAL] Sure, and if you don't know it, I can look it up with your social too.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] OK, uh, you need the last four digits of my social?
[AGENT][NEUTRAL] No, I will need the whole thing.
[CUSTOMER][NEUTRAL] Oh, OK, [PII].
[AGENT][NEUTRAL] OK, let me pull you up real quick.
[AGENT][NEUTRAL] OK, [PII], I'll need for you to please verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on your policy for you?
[CUSTOMER][NEUTRAL] I drink for the whole
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, the address is [PII]. The email address is [PII].
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And you said the phone number?
[AGENT][NEUTRAL] Yes, um, I wanted to check with you the phone number that you gave me to call you back on is that your cell phone number, sir?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you, [PII]. I appreciate you verifying your policy for me. Now let me look and see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, which ones are active?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, I'm showing that every policy you have with us is active now, sir.
[CUSTOMER][NEUTRAL] Do you have
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything else, [PII], I can help you with before we go?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that'll be all.
[AGENT][POSITIVE] OK, well you have a blessed day sir and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright you too thank you.
[AGENT][NEUTRAL] Bye bye, [PII].
[CUSTOMER][NEUTRAL] About