AccountId: 011433970860
ContactId: 47e43291-18d8-4d9f-bfae-bb5fa0fbd84e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111099 ms
Total Talk Time (AGENT): 40101 ms
Total Talk Time (CUSTOMER): 48089 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/47e43291-18d8-4d9f-bfae-bb5fa0fbd84e_20241231T16:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] returning your call.
[AGENT][NEUTRAL] OK, um, thank you for calling me back. Um, I had a message to call you on your cash value on your, your life policy.
[CUSTOMER][NEUTRAL] Yes, my name.
[AGENT][NEUTRAL] Alright, um, right now the cash value is $2,789.44.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] To see
[CUSTOMER][NEUTRAL] If there's anything I need else I needed for that, but I think that's it and could you tell me again please?
[AGENT][NEUTRAL] OK, the cash value is $2,789.44.
[CUSTOMER][NEUTRAL] And 44 cents.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think that's all I needed. I'm trying to fill out a
[CUSTOMER][NEUTRAL] Personal financial statement and, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] And I want everything.
[AGENT][POSITIVE] Yes, I do.
[CUSTOMER][POSITIVE] OK, I, I, I'm sorry, I think that's all I need. I appreciate you calling me back.
[AGENT][POSITIVE] Alright, um, well, thank you for calling APL and you have a [PII].
[CUSTOMER][NEUTRAL] Well, I have one more question for you. Doesn't have anything to do with my policy, but.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, I got this policy. I don't even know how long, but, um.
[CUSTOMER][NEUTRAL] Is [PII] still with y'all?
[AGENT][NEUTRAL] Uh yes ma'am, she is.
[CUSTOMER][NEUTRAL] OK. Well, I was just wondering, she sold me my policy when I worked for the state police, so.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] All right. Well, thank you. Have a good day. Goodbye.
[CUSTOMER][NEUTRAL] Bye bye.