AccountId: 011433970860
ContactId: 45c6952a-3c4f-46ad-bc3f-d52e6b7405c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84080 ms
Total Talk Time (AGENT): 41140 ms
Total Talk Time (CUSTOMER): 30437 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/45c6952a-3c4f-46ad-bc3f-d52e6b7405c5_20250129T16:42_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][POSITIVE] Good morning, [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing good.
[CUSTOMER][NEUTRAL] Hey, I'm calling to see if this policy is still good.
[AGENT][NEUTRAL] All right. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Mr. [PII], what's your phone number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you for the information. What's that policy number?
[CUSTOMER][NEUTRAL] That number is 782-518.
[AGENT][NEUTRAL] All right, Mr. [PII], could you verify your mailing address and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you for that information. Now, as of today, this policy terminated [PII]. This is not an active policy, and that's what you was calling to see was this an active policy, correct?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] No, sir, it's not an active policy.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] All right. Anything else I can help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, ma'am. You was great. You have a blessed day.
[AGENT][POSITIVE] Thank you for calling American Public Life. You have a wonderful day. Bye-bye.