AccountId: 011433970860
ContactId: 60dfea28-ca13-4586-b098-afcb1dc76b30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93019 ms
Total Talk Time (AGENT): 13157 ms
Total Talk Time (CUSTOMER): 55444 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/60dfea28-ca13-4586-b098-afcb1dc76b30_20250603T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I am a current um policy holder, but I'm getting ready to retire and gonna go on [PII]. I need to talk to somebody to see if.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Your plan is CoR eligible.
[AGENT][NEUTRAL] OK, so are you still wanting to continue this policy then, correct?
[CUSTOMER][POSITIVE] That'd be nice.
[AGENT][NEUTRAL] Sure, yeah, OK, yeah, definitely sorry I just wanted to make sure I understood, um, OK, and you.
[CUSTOMER][NEUTRAL] You cut out.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I can't hear you.
[CUSTOMER][NEUTRAL] But I know we're still connected.
[CUSTOMER][NEUTRAL] Did you hit mute?
[CUSTOMER][NEUTRAL] I'm still holding on to see if you can figure out on your end what just happened.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Oh my goodness, can you call me back? Because I was on hold for 45 minutes and then had to call back. My number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and my name's [PII], that'll ring my cell phone here.
[CUSTOMER][POSITIVE] Thank you. Hopefully you heard that. Bye-bye.