AccountId: 011433970860
ContactId: 72e86789-e33b-4106-8e17-32e28bc0748e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150360 ms
Total Talk Time (AGENT): 53853 ms
Total Talk Time (CUSTOMER): 50832 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/72e86789-e33b-4106-8e17-32e28bc0748e_20250228T15:41_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I need my policy start date.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Uh, yeah, hang on, let me look it up. I just got this phone.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK. And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, I do it's uh 02537613.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] Oh, well, I don't know the email address because it's been a while but uh it's, uh, my address is [PII].
[AGENT][NEUTRAL] And you don't know your email address?
[CUSTOMER][NEUTRAL] Yeah, I'm not sure which one I put in for whenever I did have the insurance.
[CUSTOMER][NEUTRAL] It might be uh [PII].
[AGENT][NEUTRAL] That's not the one we have.
[CUSTOMER][NEUTRAL] OK, is it uh [PII]?
[AGENT][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, Mr. [PII]. And you wanted to know your start date for your policy?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Your policy is no longer active.
[CUSTOMER][NEUTRAL] OK, I need the start date and the termination date.
[AGENT][NEUTRAL] Uh, the effective date was [PII].
[AGENT][NEUTRAL] And the lapse date was [PII].
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] And now.
[AGENT][POSITIVE] Thank you, Mr. [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.