AccountId: 011433970860
ContactId: 6b17ae65-acee-41eb-88cf-1018d836b66b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141860 ms
Total Talk Time (AGENT): 61748 ms
Total Talk Time (CUSTOMER): 54767 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/6b17ae65-acee-41eb-88cf-1018d836b66b_20250528T15:54_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I was calling to see uh was my uh insurance still active?
[AGENT][NEUTRAL] OK, you're just wanting to verify if your coverage is still active with APL is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I can help you with that. And who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][NEUTRAL] Uh-huh. [PII]
[AGENT][POSITIVE] Thank you. And Ms. [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your policy number please?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, now, Ms. [PII], that's not a policy number for American public life.
[AGENT][NEGATIVE] That number's too long. Were you trying to reach American Public Life?
[CUSTOMER][NEUTRAL] Oh, I must have called the wrong number. I'm sorry.
[AGENT][NEUTRAL] Oh, that's OK.
[CUSTOMER][NEUTRAL] Because uh that's what number was that I called?
[AGENT][NEUTRAL] I'm not sure. Our phone number is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Ma'am, we have a [PII] phone number.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] is the phone number for the company that I'm with.
[CUSTOMER][NEUTRAL] OK, and what uh insurance you say this is?
[AGENT][NEUTRAL] American Public Life Insurance.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh, OK, well I'm sorry, I'm called the wrong number.
[AGENT][NEUTRAL] Oh, that's OK. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] No, I thought this was Columbia Life Insurance.
[AGENT][NEUTRAL] Oh, no, ma'am. No, ma'am. I'm with a different company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you, ma'am. I'm sorry.
[AGENT][POSITIVE] Oh, no worries. And thank you for calling [PII]. I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.