AccountId: 011433970860
ContactId: 42342da2-8a34-40ec-915f-010323d895e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71370 ms
Total Talk Time (AGENT): 13490 ms
Total Talk Time (CUSTOMER): 37262 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/2025/06/09/42342da2-8a34-40ec-915f-010323d895e4_20250609T20:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I'm a member. Uh, I have uh cancer insurance with you, but I have a question that I need answered.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, are you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Are you need my policy number or anything?
[AGENT][NEUTRAL] Uh, sure, I could get that pulled up or you could go ahead and ask me.
[CUSTOMER][NEUTRAL] OK, my question is, uh, my policy was like for my husband and me and my husband passed away, uh, almost 6 years ago, and am I supposed to be paying the same amount, the same premium amount?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, so typically it would of course if it was a covered.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.