AccountId: 011433970860
ContactId: 32b188ae-df20-4f3e-bd7d-880cdc10bef8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125319 ms
Total Talk Time (AGENT): 41627 ms
Total Talk Time (CUSTOMER): 70530 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=2.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/32b188ae-df20-4f3e-bd7d-880cdc10bef8_20250318T14:19_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I can't hear you. I'll call back. OK, can you hear me?
[AGENT][NEUTRAL] Hello? Can you hear me?
[CUSTOMER][NEUTRAL] I can hear you. Hey. That's all right, [PII]. Can you just check a policy for me real quick?
[AGENT][POSITIVE] I'm so sorry.
[AGENT][NEUTRAL] Mhm. Yes, I can. What is the policy number?
[CUSTOMER][NEUTRAL] Is policy number 2587794 for [PII]?
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So she received a portability letter but she said it was postmark [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm seeing, I mean, that's, that's when she said it was sent, that the date on the letter was in December, but post [PII] [PII].
[CUSTOMER][NEUTRAL] So I was gonna tell her to just disregard it, but because of that post [PII] I just wanted to verify that.
[AGENT][NEUTRAL] OK. Is it for, you said [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] She received the portability. Um, her policy is already ported.
[CUSTOMER][NEUTRAL] That's what I thought. But she said the punch mark was [PII] of this year, so I was like, let me just check.
[AGENT][NEUTRAL] Yes, um, she can.
[AGENT][NEUTRAL] Um, it was probably male that got behind. I don't know. That's weird, but she can disregard the letter. Um, we already have her documents and her policy is current. Mhm.
[CUSTOMER][POSITIVE] Perfect, perfect. That's what I thought. I just, I don't wanna tell her that and then something, you know, you'd be needing or something, something, no, like, oh, but the lady told me it was all right, you know.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I appreciate you checking.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you [PII]. I hope you have a great day.
[AGENT][POSITIVE] Thank you, you too.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] No.