AccountId: 011433970860
ContactId: 52a0f4e2-47c1-485f-84d7-c95387d5f97b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147559 ms
Total Talk Time (AGENT): 16240 ms
Total Talk Time (CUSTOMER): 42958 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/52a0f4e2-47c1-485f-84d7-c95387d5f97b_20250528T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and I have had a policy with you people for years. Um, I was looking for the policy number and I can't find it. Is there a
[CUSTOMER][NEUTRAL] What do you need my name, Social Security, or what do you need?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so were you just
[CUSTOMER][NEUTRAL] OK, it's [PII]
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Sorry, go, I'm sorry, go ahead.
[CUSTOMER][NEGATIVE] You're, you're breaking up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got it. OK. And so, and now where we just, you were needing your policy number, is that correct?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, what I need to know is, uh, my husband is going to be having a pacemaker put in and then an ablation. I was wondering if that is covered in this, um,
[CUSTOMER][NEUTRAL] In this insurance.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, hello, hello.