AccountId: 011433970860
ContactId: 3304a6a2-a525-438d-b311-d785d1dae530
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173720 ms
Total Talk Time (AGENT): 67056 ms
Total Talk Time (CUSTOMER): 88002 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/3304a6a2-a525-438d-b311-d785d1dae530_20250527T17:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII], and I've got a policy number of 677803.
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] tell you, well, I'm getting ready to move, so I am just some spring cleaning, so to speak, and I don't know if I still even have this policy anymore or not.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I see. OK, yes, I can check to see if this policy is still active. Uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And probably what you have on my records is forever [PII] but I don't have that phone number anymore.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Sure, no, that's fine.
[AGENT][NEUTRAL] No worries. OK, um, then just gonna verify some information really quick, uh, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then, uh, can I get your mailing address or what it was at this time?
[CUSTOMER][NEUTRAL] It's still time being it's still [PII].
[AGENT][NEUTRAL] Perfect, uh, last thing I need is the email address we've got on file for you. It looks like it was through your employer.
[CUSTOMER][NEUTRAL] Huh, OK.
[CUSTOMER][NEUTRAL] What was that [PII], I guess, to how the
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK. So, I guess, was it my work email number? [PII], oh, OK, then [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] and I guess if that's the case, I probably don't have because I retired last year.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] That's fine. Yes, right, I sure appreciate you verifying all of that, Ms. [PII]. So yes, you did have two policies with us, uh, neither are currently active. The policy number you gave me was for your cancer policy, and that terminated [PII]. You also had a secondary medical policy with us that terminated [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. Then I can go away these papers and not confuse my kids.
[CUSTOMER][NEUTRAL] When I die.
[AGENT][NEUTRAL] I understand. Alright, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, thank you, appreciate it. Have a good week.
[AGENT][POSITIVE] All right, of course you too thank you bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Uh, I think the Gerbers through.