AccountId: 011433970860
ContactId: 4d3c2d2e-c0e6-41c6-b43a-0f4d5d70414f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147550 ms
Total Talk Time (AGENT): 39185 ms
Total Talk Time (CUSTOMER): 39961 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/4d3c2d2e-c0e6-41c6-b43a-0f4d5d70414f_20250625T16:21_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Good morning. Um,
[CUSTOMER][NEUTRAL] I just found this policy and I don't know if I'm still um in effect with it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I want to check.
[AGENT][NEUTRAL] You have the policy number?
[CUSTOMER][NEUTRAL] Yes, 12906.
[AGENT][NEUTRAL] OK, let me pull it up.
[AGENT][NEUTRAL] Uh, what was your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I didn't pull anything up under that uh policy number. Let me look it up by your last name. What was the last name? Can you spell that?
[CUSTOMER][NEUTRAL] [PII] R.
[CUSTOMER][NEUTRAL] I mean it's from [PII] so I doubt I still have it.
[AGENT][NEUTRAL] And then I'm sorry, could you give me your first name again?
[CUSTOMER][NEUTRAL] [PII] N.
[AGENT][POSITIVE] Thank you, [PII]. Let's see.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] OK, looks like I found it. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII] here, what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And callback number [PII]. Is that right?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Uh, yes, looks like it terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.