AccountId: 011433970860
ContactId: 4267c747-adda-4e8b-91dd-9495eea7010a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81730 ms
Total Talk Time (AGENT): 56614 ms
Total Talk Time (CUSTOMER): 32741 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/4267c747-adda-4e8b-91dd-9495eea7010a_20250605T21:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm calling about my dad's life insurance policy, Bovo WJ Vos. You had called me on Monday and I called you back but I haven't heard from you and I haven't, you had said you had.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, I didn't get a message. I didn't get a message because yes, I had called you because they own the, let me tell you what day they emailed the policy to you and they emailed it to your lawyer. So that's what I was calling to tell you that they was emailing it to you. So that must have been money when when I call you, did you check your emails?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, but I will.
[AGENT][NEUTRAL] OK, because they emailed the policy to him and they emailed it to you. Uh-huh.
[CUSTOMER][NEUTRAL] I will to make sure.
[CUSTOMER][POSITIVE] OK. All right. Well, thank you then. Uh-huh.
[AGENT][NEUTRAL] Yeah, so if you don't, if you don't, if you don't get it, let me know because I can, uh, tell it later again. She need to email, email it to you again, but she, uh, sent me a message saying she was emailed and she had emailed it to you and to your attorney.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][POSITIVE] OK. All right then. Well, I'll look. I'm sure I have it. Thank you.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] All right. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.