AccountId: 011433970860
ContactId: 4f5b7eb5-8eb3-4b56-a9f0-146bce359ebf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82800 ms
Total Talk Time (AGENT): 43043 ms
Total Talk Time (CUSTOMER): 36060 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/4f5b7eb5-8eb3-4b56-a9f0-146bce359ebf_20250604T14:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] with a simple request today. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Good, can I give you somebody's social to see if they've ever had uh APL coverage?
[AGENT][NEUTRAL] If they've had APL coverage out, give me just a second, let me get to the screen.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, what's the social?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And uh if it pulls up it it would be [PII] is the guy's name. I just wanna make sure he, yeah, I just wanna make sure he never had coverage.
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] I'm waiting for it to process here we go let's see.
[CUSTOMER][NEUTRAL] Sure, OK.
[AGENT][NEUTRAL] Nothing pulled up underneath that social security number, but let me just, let me do you good with that? OK, I just, let me just do another check because sometimes the way mine, the way mine searches sometimes, sometimes I find out it doesn't pull things up the way I would like for it to. So let's see, I'm just gonna type his name in here really quick and check the last [PII].
[CUSTOMER][NEUTRAL] Alright, alright, cool. I just, OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Nope. No with that.
[AGENT][NEUTRAL] Social for [PII].
[CUSTOMER][NEUTRAL] All right, cool. I just wanted to make double sure before I email the broker. OK, thanks.
[AGENT][POSITIVE] Yeah, you're most welcome. Have a great day. You too. Bye.
[CUSTOMER][POSITIVE] Alright, you take care. All right, bye. You too.