AccountId: 011433970860
ContactId: 45dc4d08-43e6-4fa1-b3a5-3447a498f83a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162399 ms
Total Talk Time (AGENT): 60752 ms
Total Talk Time (CUSTOMER): 74768 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/45dc4d08-43e6-4fa1-b3a5-3447a498f83a_20241230T21:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I was calling to see if my um
[CUSTOMER][NEUTRAL] My life insurance that is like active.
[AGENT][NEUTRAL] OK, I can let you know if your policy is active or not. And [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, my um phone number is [PII].
[CUSTOMER][NEUTRAL] And my policy number is 0183.
[CUSTOMER][NEUTRAL] 9852.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Um, my date of birth is, uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You said my mailing address?
[AGENT][NEUTRAL] Mhm. And your and your email.
[CUSTOMER][NEUTRAL] Um, my mailing address should, I don't know if it's my job.
[CUSTOMER][NEUTRAL] Or it might be [PII] or [PII] OK [PII], which one, and what was the, oh sorry.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, it's OK.
[AGENT][NEUTRAL] You're fine. Uh, your home address.
[CUSTOMER][NEUTRAL] You said my address
[CUSTOMER][NEUTRAL] Um, it's might be on there [PII].
[AGENT][NEUTRAL] Yes, and thank you so much for verifying your information and all the information provided is a verification of benefits, not a guarantee of payment. Um, so I don't see a life policy, but you did have a medical, um, policy with us. You had two. Your most recent one though was active from [PII], but there's no other active policies here with us.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Alright, perfect. I just want to make sure before I throw these cards away.
[AGENT][POSITIVE] Yes, you're good to go.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Alright, thank you so much for your time I appreciate it.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] Oh, no, ma'am. That's all. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day and happy New Year.
[CUSTOMER][POSITIVE] Happy New Year to you. Thanks.
[AGENT][POSITIVE] Thank you. Bye-bye.