AccountId: 011433970860
ContactId: 32e5e98d-844a-45eb-aab4-ab439dc0f7a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141589 ms
Total Talk Time (AGENT): 60096 ms
Total Talk Time (CUSTOMER): 58086 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/32e5e98d-844a-45eb-aab4-ab439dc0f7a8_20250408T20:08_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Honey, I'm checking on an insurance policy I've had for a long time, and I just want to make sure that it's still effective.
[AGENT][NEUTRAL] OK, sure, I can assist you with the eligibility and may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] On the policy it has a [PII].
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes honey, 154631 that's what they gave uh the last time.
[AGENT][NEUTRAL] OK, and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yes honey, [PII].
[AGENT][POSITIVE] Alright. All right. Thank you.
[CUSTOMER][NEUTRAL] You wanna repeat that for so um I know you have it.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes honey, you're the first one that got it right the first time.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] All right. OK, and may I have your um date of birth and mailing address on file for verification.
[CUSTOMER][NEUTRAL] OK, well, uh.
[CUSTOMER][NEUTRAL] My birthday is [PII].
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] I've had this a long time.
[AGENT][NEUTRAL] Mm, yes, I see. And what's the mailing address just to make sure we have the correct mailing address for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, that's what we got. And yes, it looks like it's still active.
[AGENT][NEUTRAL] Your life policy.
[CUSTOMER][NEUTRAL] OK, I hope so. I'm still paying.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It is active.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK honey, thank you.
[AGENT][NEUTRAL] You're welcome. Do you need any other information?
[CUSTOMER][POSITIVE] You have a good day.
[CUSTOMER][POSITIVE] No honey, I have it all in front of me thank you.
[AGENT][POSITIVE] All right, you too. Have a good afternoon, Ms. [PII]. Bye-bye.
[CUSTOMER][POSITIVE] You too bye bye honey.
[AGENT][NEUTRAL] that.