AccountId: 011433970860
ContactId: 6d971849-ef7d-4b72-867c-b042c7cb5cb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233419 ms
Total Talk Time (AGENT): 49728 ms
Total Talk Time (CUSTOMER): 62160 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/6d971849-ef7d-4b72-867c-b042c7cb5cb1_20250224T18:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII].
[CUSTOMER][NEGATIVE] And I lost the information.
[CUSTOMER][NEUTRAL] On my
[CUSTOMER][NEUTRAL] On my, on my policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I want to see, do you, can you give me that information?
[AGENT][POSITIVE] Yeah, absolutely. We can look up your policy info by name or social, whichever you would prefer to get me.
[CUSTOMER][NEUTRAL] Which one would help you quicker?
[AGENT][NEUTRAL] Uh, social is usually more uh efficient if you don't mind.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. Give me just one moment please while I do a search here.
[AGENT][NEUTRAL] I think I've located your policy here, [PII]. Can I just get your date of birth and address for security?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] So I did locate a policy. It looks like it has lapsed though. It's no longer active with us.
[CUSTOMER][NEUTRAL] What type of policy is it?
[AGENT][NEUTRAL] Looks like it was a disability policy, but it's been, it's, it's been terminated for some time now.
[CUSTOMER][NEUTRAL] Like how long?
[AGENT][NEUTRAL] Since [PII].
[CUSTOMER][NEUTRAL] But I'm, I'm
[CUSTOMER][NEUTRAL] OK, now,
[CUSTOMER][NEUTRAL] Let me ask you another question because I've been peeing something.
[CUSTOMER][NEUTRAL] Every month.
[AGENT][NEUTRAL] It was active from [PII].
[CUSTOMER][NEUTRAL] OK, let me ask you something else.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] That's the only policy. See, did you see a policy under my wife's name? If so, I've been paying you, I've been paying you $45 and some odd cent.
[AGENT][NEUTRAL] Are you still there, sir?
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] I've been paying you every month out of my checking account.
[CUSTOMER][NEUTRAL] You've been taken out of
[CUSTOMER][NEUTRAL] Every month, do you have a hospital thing there for me?
[AGENT][NEUTRAL] Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] Oh no