AccountId: 011433970860
ContactId: 4c6c9191-f60d-40fc-8162-fb0ca5b96937
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142029 ms
Total Talk Time (AGENT): 50621 ms
Total Talk Time (CUSTOMER): 51831 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/4c6c9191-f60d-40fc-8162-fb0ca5b96937_20250512T20:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Um, I'm, I've got a letter here from, uh, I enroll in the enroll pack, and with the, uh, courts.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And I'm, I'm just calling it it's only life insurance, right?
[AGENT][NEUTRAL] I would need a policy number, sir, to be able to check and see what type of coverage you have with us.
[CUSTOMER][NEUTRAL] OK, uh, it's 026.
[CUSTOMER][NEUTRAL] 20064
[AGENT][NEUTRAL] All right, thank you. And then can I verify.
[AGENT][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] Uh, your date of birth, please, and then also address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you, [PII]. So
[AGENT][NEUTRAL] It looks like you've got a couple different policies with us. Was the letter in regards to a specific policy?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That well, I've got my um enrollment cards.
[CUSTOMER][NEUTRAL] Uh, my new cards.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I was just wondering, you know, if it's just life insurance policy or.
[AGENT][NEUTRAL] So you have an accident policy with us, a critical illness policy, um, a life insurance, there's a limited benefit hospital policy and a cancer policy.
[CUSTOMER][NEUTRAL] OK, they're different policies. OK, it's more than just life insurance.
[AGENT][NEUTRAL] Yeah, there's a couple different ones. Uh-huh.
[CUSTOMER][NEUTRAL] OK, alright, that's all I needed to know.
[AGENT][POSITIVE] All right. You have a good rest of your day, sir.
[CUSTOMER][POSITIVE] OK, you too, thank you.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] OK.