AccountId: 011433970860
ContactId: 35dd461a-fd6a-4c39-8c85-978dad6a17a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134240 ms
Total Talk Time (AGENT): 52964 ms
Total Talk Time (CUSTOMER): 66433 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/35dd461a-fd6a-4c39-8c85-978dad6a17a5_20250303T18:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I just have a quick question. My name is [PII], and I had worked for Wagner County Sheriff's Office in which we had the APL life or whatever with the little cards and everything. With all that being said, I have since retired from the sheriff's office, but I got these cards in the mail. I didn't know, am I still able to use this or not?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can see if that policy is still active um, give me just a moment, [PII] if you would, uh, first, can I get a good call back number from you, uh, in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. uh, do you have a policy number?
[CUSTOMER][NEUTRAL] Um, yes, well, I say policy number.
[CUSTOMER][NEUTRAL] Oh yeah, the policy certificate number is 02.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 566-443
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and [PII], just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Uh-huh, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] Oh, OK. My, yes, my email, it's [PII].
[AGENT][NEUTRAL] Perfect. Thank you so much for verifying that information. OK, give me just a moment here. So I am showing that this policy is no longer active. Um, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, as of, uh, [PII].
[CUSTOMER][NEUTRAL] OK, I just, I didn't know so I was just calling to see.
[AGENT][NEUTRAL] Sure, of course. Did you have any other questions for me?
[CUSTOMER][NEUTRAL] Um, nope, that's all.
[AGENT][POSITIVE] Alright, well thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh, bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.