AccountId: 011433970860
ContactId: 557bd2de-5256-4e87-8243-bc11e0a07e6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152039 ms
Total Talk Time (AGENT): 63751 ms
Total Talk Time (CUSTOMER): 55362 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/557bd2de-5256-4e87-8243-bc11e0a07e6a_20250609T17:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi ma'am, my name is [PII]. Last name is [PII]. I'm calling to see if the policy, the last policy. I need to see if this is still active or not. I came across this as I was moving home.
[AGENT][NEUTRAL] OK, so we're just needing to check to see if a policy was uh active or if it was terminated.
[CUSTOMER][NEGATIVE] Correct, before I throw this away.
[AGENT][NEUTRAL] Got you. I could check that for you, sure, uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, hang on one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Bear with me. I'm trying to see if I have it.
[AGENT][NEUTRAL] You're fine. Sure.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 452-505 for [PII].
[AGENT][NEUTRAL] and that was 453-505.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] 452-505
[AGENT][NEUTRAL] 25, OK.
[AGENT][NEUTRAL] OK and uh what was your relation to [PII]?
[CUSTOMER][NEUTRAL] I'm in the [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] So he just had this one policy with us um are you able to verify his date of birth please?
[CUSTOMER][NEUTRAL] Uh uh sorry, his date of birth is [PII].
[AGENT][NEUTRAL] Thank you, um, and this is quite an older policy so I'm not sure if you're able to maybe verify the mailing address that we have, uh, it looks like it was in uh [PII].
[CUSTOMER][NEUTRAL] Y'all had [PII].
[AGENT][POSITIVE] Perfect. OK.
[AGENT][POSITIVE] All [PII], I appreciate you verifying that.
[CUSTOMER][NEUTRAL] I do have a social that as well.
[AGENT][NEUTRAL] OK, so this policy, uh, it did terminate [PII], um, and he has no other policies with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure before I shred it.
[AGENT][POSITIVE] Of course. Oh yeah, absolutely. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Yeah, that's all, thank you.
[AGENT][POSITIVE] Alrighty thank you have a great rest of your day bye bye.