AccountId: 011433970860
ContactId: 44744870-8e2c-44c9-a690-bc113a80d341
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78889 ms
Total Talk Time (AGENT): 38414 ms
Total Talk Time (CUSTOMER): 31280 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/44744870-8e2c-44c9-a690-bc113a80d341_20250516T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, good morning. My name is [PII]. I lost my wallet and it was my Social Security.
[CUSTOMER][NEUTRAL] Card.
[CUSTOMER][NEUTRAL] Uh, what?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And where can I go to a, uh, see if they can send me a copy?
[AGENT][NEUTRAL] Of your social security card?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, Ms. [PII], you would have to go to the Social Security office and get a new card.
[CUSTOMER][NEUTRAL] Where is it?
[AGENT][NEUTRAL] Uh, I don't know, ma'am. This is American Public Life, and we're an insurance company.
[CUSTOMER][POSITIVE] Oh, OK, I'm so sorry. Sorry for bothering you.
[AGENT][NEUTRAL] That's OK. No, that's OK, Ms. [PII]. You're very welcome. You may need to get on Google and see if you can Google the Social Security office in your area.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] OK. You're welcome, Ms. [PII]. You have a blessed weekend. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] OK, bye bye.