AccountId: 011433970860
ContactId: 58f8302a-e985-4664-bf66-0a2a2e609695
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144089 ms
Total Talk Time (AGENT): 54889 ms
Total Talk Time (CUSTOMER): 41649 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/58f8302a-e985-4664-bf66-0a2a2e609695_20250205T15:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to find out if this policy is still active.
[AGENT][NEUTRAL] OK, yeah, I can check to see if the policy is active. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's um 785-104.
[AGENT][NEUTRAL] OK sorry that was 785104.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one.
[AGENT][NEUTRAL] That's active might just be a different policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, they do. I have one that is currently active. Let me know when you're ready for this policy number.
[CUSTOMER][NEUTRAL] So it's still American Public life insurance or whatever?
[AGENT][NEUTRAL] Yes, it's just a newer policy with a different policy number, yeah.
[CUSTOMER][NEUTRAL] OK, just a different
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, is it um the 02578793?
[AGENT][NEUTRAL] Yes, yes, that one is currently active. It's effective date picked up where that other one left off, so [PII].
[CUSTOMER][NEUTRAL] OK, um, let me see.
[CUSTOMER][NEUTRAL] OK, he just needs to send us a new card.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] He gave us an old, he gave us an old card.
[AGENT][NEUTRAL] Sure
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with [PII]?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Alright well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.