AccountId: 011433970860
ContactId: 55a0e6bf-93bf-41bc-a1cc-96ec676a0028
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79250 ms
Total Talk Time (AGENT): 6686 ms
Total Talk Time (CUSTOMER): 37379 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/55a0e6bf-93bf-41bc-a1cc-96ec676a0028_20250207T18:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, I, I could barely hear you.
[AGENT][NEUTRAL] Hi, my name is [PII] with American Public Life. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Much better, thank you. How are you? Um, uh, my name is [PII]. I'm calling to see, uh, um, I have a procedure coming up and, uh, and I wanted to see if my, if my gap insurance would cover the, uh, deductible for the, uh, for the type of, uh, procedure that I will be doing.
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] Oh, let me.
[CUSTOMER][NEUTRAL] That's, that's how I, I, I don't think I've ever used my God but so.
[CUSTOMER][NEUTRAL] I don't think I would know my, my policy number. I could give you my social security.
[CUSTOMER][NEUTRAL] APL
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?