AccountId: 011433970860
ContactId: 34ba0e26-8b33-4fdb-a444-7696573a97a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100620 ms
Total Talk Time (AGENT): 42471 ms
Total Talk Time (CUSTOMER): 35641 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/34ba0e26-8b33-4fdb-a444-7696573a97a8_20250506T14:21_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing? I just want to make sure that my APL was still active.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Could I get your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Mr. [PII], if I could get a callback number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have your policy number with us?
[CUSTOMER][NEUTRAL] Yeah, well, I have a group number.
[CUSTOMER][NEUTRAL] Inpatient certification number or outpatient certification number?
[AGENT][NEUTRAL] Uh, let me get the outpatient certification number.
[CUSTOMER][NEUTRAL] OK, 01659336 ML 8.
[AGENT][NEUTRAL] OK, if you could verify your date of birth please.
[CUSTOMER][NEUTRAL] 52,970.
[AGENT][NEUTRAL] OK, thank you so much for verifying your account and you're calling to see if the policy is still active.
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] So it looks like this policy is no longer active. Uh, it looks like it did cancel on [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] What the hell? OK, let me call my.
[CUSTOMER][NEUTRAL] Wait, right.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] OK, you're welcome you have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.