AccountId: 011433970860
ContactId: 46fe9747-cca4-4b39-b41b-4cdc2727b7ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141779 ms
Total Talk Time (AGENT): 18691 ms
Total Talk Time (CUSTOMER): 51526 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/46fe9747-cca4-4b39-b41b-4cdc2727b7ce_20250314T18:39_UTC.wav
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[AGENT][NEUTRAL] [PII], this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on your team. How are you?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][NEUTRAL] Doing good thank you. So I've got a member on the line who has a cancer policy. Um, the policy itself is not an on base. Um, I just had a question. She, her husband had passed away from a heart attack. She wanted to see if there was a benefit for that for heart attack, um.
[CUSTOMER][NEUTRAL] I tried looking in just the PIBFT and all I see is the um cancer base coverage so I don't think it does but I just wondered if maybe you could help confirm that for me.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It is 769-3997.
[AGENT][NEUTRAL] That was 7693997.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me take a look.
[AGENT][NEGATIVE] I don't see that this policy has the rider to it.
[CUSTOMER][NEUTRAL] That's what I thought um because I did look at the schedule page but again I didn't want to say that without being 100% so.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, I don't see that they have this, the, the rider under theirs.
[CUSTOMER][POSITIVE] Got it. OK, I appreciate your help and just double checking for me. Alright, bye then.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye.