AccountId: 011433970860
ContactId: 35c2c5f5-0a61-4a08-a318-b6a6862eb87b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138850 ms
Total Talk Time (AGENT): 43826 ms
Total Talk Time (CUSTOMER): 63164 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/35c2c5f5-0a61-4a08-a318-b6a6862eb87b_20250321T20:45_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, I just want to verify if I have this insurance. My name is uh [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] 522
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I have a policy number if that would help.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] So I don't know
[CUSTOMER][NEUTRAL] If I still have it or not, I just wanna ask, uh, 13254.
[AGENT][NEUTRAL] Is that all the numbers?
[CUSTOMER][NEUTRAL] It says policy number.
[CUSTOMER][NEUTRAL] 13254. 0, I have a certificate number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's gonna be it. Go ahead.
[CUSTOMER][NEUTRAL] OK. 01.
[CUSTOMER][NEUTRAL] 005066
[AGENT][NEUTRAL] OK, thank you. And for security, may I have your date of birth and mailing address on file?
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] County Road 401.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My birth
[CUSTOMER][NEUTRAL] Date is [PII].
[AGENT][NEUTRAL] Mm, perfect. Thank you, Ms. [PII]. Um, now, this policy is terminated, um, it terminated back in [PII].
[CUSTOMER][NEUTRAL] Oh, I, OK, I didn't know whether I still had it or not.
[AGENT][NEUTRAL] No. No, it's terminated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I can't have it anymore, right?
[AGENT][NEUTRAL] No, it cannot be reactivated and we don't offer individual policies any longer.
[CUSTOMER][POSITIVE] Oh, OK. All right, that's all I need to know. Thank you.
[AGENT][POSITIVE] OK. You're welcome, Miss [PII], and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.