AccountId: 011433970860
ContactId: 71d3be63-af6b-4056-aa5a-328e704d9e33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92879 ms
Total Talk Time (AGENT): 44914 ms
Total Talk Time (CUSTOMER): 25878 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/71d3be63-af6b-4056-aa5a-328e704d9e33_20250121T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to see if my car still active.
[AGENT][NEUTRAL] OK, I'm happy to check on your policy. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, uh, yes, it's 978549.
[AGENT][NEUTRAL] OK. Let me pull this up here. Give me just a second.
[AGENT][NEUTRAL] May I please have your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then if I may please have your date of birth and the address we should have on file for you.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you so much. So I am showing it looked like you had a limited benefit. It was a medical plan with us. Um, the plan has terminated. It hasn't been active since July of last year.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Did you need me to check on anything else for you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, I just want to see what it's still active.
[AGENT][POSITIVE] OK, not a problem thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.