AccountId: 011433970860
ContactId: 2cb95ec2-1852-43fa-a2d7-fdc5cab80b06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163960 ms
Total Talk Time (AGENT): 44521 ms
Total Talk Time (CUSTOMER): 69869 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/2cb95ec2-1852-43fa-a2d7-fdc5cab80b06_20250416T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I was calling to see, uh, I, I was, uh, working for an, an, an agency, and, uh, uh, this agency, uh, uh, um, I had to have you guys plan and I was wondering when, when did, when did was I, I mean when was I, uh, cut off, uh, the plan, when, when did the plan stop, uh, my name is [PII]. Is there a record or anything that you can, uh, look up?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Did you have a, a policy number handy or just, uh, I can look it up by your name or social?
[CUSTOMER][NEUTRAL] Uh, I, I have an ID. I see, I see an EDI player identification card, uh card. It says, uh, uh, 64556, uh, that's an ID.
[AGENT][NEUTRAL] Um, let me see, that wouldn't be it. Let me look it up by your, so is that [PII]?
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] OK, you said [PII] was your first name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me look that up. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, looks like, let's see what we got here.
[AGENT][NEUTRAL] [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Uh, can you say that again?
[AGENT][NEUTRAL] Uh, what's your telephone number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Um, let's see, so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm pulling up your policy. I found it. Let me see what's going on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I need it for my, I need it for my social security.
[AGENT][NEUTRAL] OK, looks like this terminated.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], OK. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK. Anything else
[CUSTOMER][POSITIVE] Thank you very much for your patience.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you you too bye bye.