AccountId: 011433970860
ContactId: 5cadfadd-0378-43a2-ae24-93a99a96b9a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125860 ms
Total Talk Time (AGENT): 61103 ms
Total Talk Time (CUSTOMER): 46265 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/5cadfadd-0378-43a2-ae24-93a99a96b9a1_20250306T22:07_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]. Um, my wife received, um, some mail from American Public Life, and it shows her as being insured and stuff. Um, we usually go through my insurance, so I'm kind of, uh, wondering what's, what's going on with this. I don't know if she gets it from her employment agency or not.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh sure, OK, so we're just needing to find out where the where he's he's getting the policy it would have to be through an employer, um, unless she's left that employer and continued the policy on her own, um, we can get that pulled up and take a look. What was your name?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, great, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, my cell phone number is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, I'm looking at the card right now. The policy number is 024742883.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, and what was the name? I'm sorry.
[AGENT][NEUTRAL] You said this was for your wife?
[CUSTOMER][NEUTRAL] Uh, yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, is she available that I could speak with her, [PII]?
[CUSTOMER][NEUTRAL] No, she is not.
[AGENT][NEUTRAL] OK, so unfortunately as you are not listed under this policy, it is some just uh [PII] um I would have to verify her information um and then speak with her regarding that. So if you're able to call back when she's present or when she's available to call, uh, then I'll be able to give you that information.
[CUSTOMER][NEUTRAL] OK, what time are your business hours?
[AGENT][NEUTRAL] We're open from [PII] Central Time Monday through Friday.
[CUSTOMER][POSITIVE] Central, OK, we'll give a call back in a little bit. Thank you for your time.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright sounds good of course have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.