AccountId: 011433970860
ContactId: 5486b20e-9cb3-4bba-8ad8-1f927ccc2119
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165789 ms
Total Talk Time (AGENT): 44964 ms
Total Talk Time (CUSTOMER): 56514 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/5486b20e-9cb3-4bba-8ad8-1f927ccc2119_20250508T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] My name is [PII]. Um, I have APL with my insurance and work support at home.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm trying to see if I um switch it over to another job. Can I do that or I will have to keep, have to keep it here.
[AGENT][NEUTRAL] Um, do you have your policy number?
[CUSTOMER][NEUTRAL] No, I don't have it at the time and my social.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] 435
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK. And what is your date of birth, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then just need two more pieces of information, your address and your email address.
[CUSTOMER][NEUTRAL] My address is [PII] and my email is [PII].
[AGENT][NEUTRAL] OK. So, um, the policy, once we receive notification if you terminate, then we send out a letter and it'll give you information on how you can continue the policy for this term life policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But we haven't showed that you've terminated yet, so that would have to be initiated and then once that's done, then you'll receive the information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So what if I go PR in here? It will still be taken out for my insurance or I have to terminate because it won't be, I won't be full time anymore.
[AGENT][NEUTRAL] Um, you'd want to check with your human resources to see how that would work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else I can help with today?
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Because