AccountId: 011433970860
ContactId: 52bee7fa-fa0c-4bd2-aa15-f821fe2b1b36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86760 ms
Total Talk Time (AGENT): 36219 ms
Total Talk Time (CUSTOMER): 49206 ms
Interruptions: 2
Overall Sentiment: AGENT=2.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/52bee7fa-fa0c-4bd2-aa15-f821fe2b1b36_20250311T17:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes ma'am, uh, how are you doing today?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][POSITIVE] Yeah, doing good, doing good. I, I would.
[AGENT][POSITIVE] Good. Well, how can I help you today?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was going through some of my father's stuff. Uh, he passed back in, uh, [PII], and I was going back through some stuff, uh, getting ready to throw some things away, and I came across this, uh,
[CUSTOMER][POSITIVE] This uh immediate cash benefit.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] With the policy number 44-636.
[AGENT][NEUTRAL] OK, for American Public Life, you've, OK, go ahead, I'm so sorry.
[CUSTOMER][NEUTRAL] And I was wondering if
[CUSTOMER][NEUTRAL] It was, it was um it was American Defender Life Insurance.
[AGENT][NEUTRAL] OK, now that is not the company that I'm with.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm with American Public Life Insurance.
[CUSTOMER][NEUTRAL] OK, this was the number they that someone gave me when I called, so uh, OK, alright, I'll, I'll do some more research, OK, alright, thank you, ma'am. Sorry about that.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, then. Well, is there anything else? Yeah, no, sir, no worries. Is there anything else I could help you with today?
[CUSTOMER][POSITIVE] No, that's it for today. Thank you so much.
[AGENT][POSITIVE] OK. Well, you're very welcome and thank you again for calling APL. I hope you have a very nice afternoon.
[CUSTOMER][NEUTRAL] OK, you too man alright.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye bye.