AccountId: 011433970860
ContactId: 5d8fbd79-ce06-4af8-a8bb-91fa61534b02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168750 ms
Total Talk Time (AGENT): 76579 ms
Total Talk Time (CUSTOMER): 46566 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/5d8fbd79-ce06-4af8-a8bb-91fa61534b02_20250421T14:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I mean, I'm not sure what this insurance is for.
[CUSTOMER][NEUTRAL] Is it through my job?
[AGENT][NEUTRAL] Uh hello, good morning. Um, may I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you, Ms. [PII]. Um, do you happen to have a policy number so I can look through it?
[CUSTOMER][NEUTRAL] 02574
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 4548
[AGENT][POSITIVE] All right, thank you very much. And I'm just running it through the system to look at it, right?
[AGENT][NEUTRAL] All right, Ms. [PII], um, just to make sure I have the correct policy, can I verify your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you very much for confirming, and I do see here that the policy is issued um through Columbia County School District.
[CUSTOMER][NEUTRAL] I don't know what the what it's for.
[AGENT][NEUTRAL] Um, it is a,
[AGENT][NEUTRAL] Let's see real quick. Uh, no, it is an intensive care, um, policy.
[CUSTOMER][NEUTRAL] Life insurance policy?
[CUSTOMER][NEUTRAL] What's that mean?
[AGENT][NEUTRAL] Um, hospital indemnity, anything of intensive care, um, type of, um, sickness or disease that can be taken care of.
[CUSTOMER][NEUTRAL] Oh, OK. It's not like the eye doctor or nothing like that.
[AGENT][NEUTRAL] No, it is not um vision or major medical. It is not. It is um.
[CUSTOMER][NEUTRAL] OK, just hospital only.
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was just wondering, I really didn't know what it was.
[CUSTOMER][NEUTRAL] Or when I took it out or nothing else.
[AGENT][NEUTRAL] Yes, um, mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can help you?
[CUSTOMER][NEGATIVE] I suffer from short.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, I appreciate it.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye bye.