AccountId: 011433970860
ContactId: 59d2707c-7170-4980-a667-bae89e1fc5f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89830 ms
Total Talk Time (AGENT): 27108 ms
Total Talk Time (CUSTOMER): 33797 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/59d2707c-7170-4980-a667-bae89e1fc5f4_20250129T20:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, I wanna check on something. I don't know what this beneficiary this benefit is, um, my mom just passed away.
[CUSTOMER][NEUTRAL] And I found this card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, can I give you her policy number?
[AGENT][NEUTRAL] Uh, sure.
[CUSTOMER][NEUTRAL] Um, 021.
[CUSTOMER][NEUTRAL] 562-07
[AGENT][NEUTRAL] All right. Is it for Miss um [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And do you mind verifying her date of birth for me, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] All right, thank you very much.
[AGENT][NEUTRAL] All right, I was able to find a policy, but I don't see that it's active anymore.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, just wanna verify. OK, thank you.
[AGENT][POSITIVE] Mhm. You're very welcome and I hope you have a nice day.
[CUSTOMER][POSITIVE] Mm, have a great day.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye.