AccountId: 011433970860
ContactId: 6bb114b5-c060-46b1-97aa-4468796793bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155839 ms
Total Talk Time (AGENT): 40806 ms
Total Talk Time (CUSTOMER): 56336 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/6bb114b5-c060-46b1-97aa-4468796793bf_20250411T16:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am. My name is [PII]. I was just calling to check the status of my um benefits such as the life insurance and uh I got a car here for dental insurance as well.
[AGENT][NEUTRAL] OK. Do you have a policy number by chance?
[CUSTOMER][NEUTRAL] Uh, let's see if it's on here. I know.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't see one.
[AGENT][NEUTRAL] OK, or I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] OK, my social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK, and I actually just found the um the policy number.
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] OK, we're checking on your dental policy.
[CUSTOMER][NEUTRAL] Uh, yes ma'am, but I really was concerned with the life insurance policy.
[AGENT][NEUTRAL] Um, let me get a few pieces of information from you. What is your birth date and your last name?
[CUSTOMER][NEUTRAL] [PII]. Last name [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. And lastly, just a good callback number just in case I lose you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got a dental policy on here. Let me see if there is a life.
[AGENT][NEUTRAL] Um, all I have right now is a dental policy. I don't show a life policy active.
[AGENT][NEGATIVE] Don't have one on file at all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, but the dental is active?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you ma'am.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too