AccountId: 011433970860
ContactId: 3389a5b2-8082-493f-97e0-835c4c25ce14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72569 ms
Total Talk Time (AGENT): 6762 ms
Total Talk Time (CUSTOMER): 33227 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/3389a5b2-8082-493f-97e0-835c4c25ce14_20250527T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I'm calling in regards to American Public Life Insurance. Do I have the correct number?
[AGENT][NEUTRAL] Yeah, this is [PII]. What can we help you with?
[CUSTOMER][NEUTRAL] OK, OK, well, I have kind of have a unique situation. I have an insurance policy that my father purchased in [PII] on me that came to maturity and I'm supposed to be collecting it, but the company he bought it through was acquired by y'all through an acquisition.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So I'm trying to figure out what I need to do to cash in this policy.
[CUSTOMER][NEUTRAL] And it's very old.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.