AccountId: 011433970860
ContactId: 366028f5-1bdb-4641-89ec-66d2c753f70e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134320 ms
Total Talk Time (AGENT): 32050 ms
Total Talk Time (CUSTOMER): 48327 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/366028f5-1bdb-4641-89ec-66d2c753f70e_20250610T21:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] I'm sorry, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], all right, [PII], I'm sorry. I just, uh, hung up from [PII] and I forgot to tell her, uh, in regard to my policy. This is [PII].
[CUSTOMER][POSITIVE] And I can give you my social if you want to pull me up.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and Ms. [PII], uh, how may I assist you today?
[CUSTOMER][NEUTRAL] OK, I forgot to mention to her that my husband had passed.
[AGENT][POSITIVE] Oh, I'm so sorry.
[CUSTOMER][NEUTRAL] Or just
[CUSTOMER][NEUTRAL] Yeah, excuse me, excuse me.
[CUSTOMER][NEUTRAL] And I'm almost sure that uh.
[CUSTOMER][NEUTRAL] The premium probably needs to be adjusted.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Probably needs to be. I'm not sure, but I just want to mention that to her and I failed to do that.
[AGENT][NEUTRAL] No, no, you're fine. Um, give me one moment.
[AGENT][NEUTRAL] Uh, looks like it was switched to individual and the premium was changed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's good, that's good then. I didn't know if I had, uh, reported that or not. Thank you so much, [PII]. I appreciate it.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Oh, yes, ma'am. You're welcome, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.