AccountId: 011433970860
ContactId: 31e68bf6-5f31-432c-88a3-0d69194ac99f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164199 ms
Total Talk Time (AGENT): 74852 ms
Total Talk Time (CUSTOMER): 74301 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/31e68bf6-5f31-432c-88a3-0d69194ac99f_20250331T15:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to just verify that the account, the policy that I have with you is a cancel policy.
[AGENT][NEUTRAL] OK, I could say that the cancer policy. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] No, I don't
[AGENT][NEUTRAL] OK, that's all right. Let's see if I can just start using your name. Give me just a moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Just like.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] OK, I do believe I found you. um, let's see, I'm just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it's an [PII] account.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect. Thank you so much for verifying that information, [PII]. OK, so it looks like, let me see, you do have a a cancer policy with us and uh an intensive care policy. Um, I can give you those policy numbers whenever you're ready.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on, let me write.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I, I'm ready.
[AGENT][NEUTRAL] OK, so that cancer policy, yes, that is 76.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 85.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 40.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. In the intensive care.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yes, that one is 59.
[AGENT][NEUTRAL] 2377.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Good, thank you so much. I appreciate your information and you have a great day.
[AGENT][NEUTRAL] Of course. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] Alright, well thanks for giving us a call [PII]. Have a great rest of your day.
[CUSTOMER][POSITIVE] You do the same. Thank you. Bye bye. Thanks.
[AGENT][POSITIVE] Thank you, bye bye.