AccountId: 011433970860
ContactId: 77bedd8c-7310-4f7e-8c21-4b05ac60a124
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128190 ms
Total Talk Time (AGENT): 32128 ms
Total Talk Time (CUSTOMER): 50278 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/2025/01/22/77bedd8c-7310-4f7e-8c21-4b05ac60a124_20250122T22:30_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yes, um, I found a file that was in my, um, filing cabinet that was containing a file for a policy that I have with you. I was calling to see if it was still an active policy.
[AGENT][NEUTRAL] I can check the eligibility for you. Can I get your name?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII], may I have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] May I have your policy number?
[CUSTOMER][NEUTRAL] 923-246
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] May I have your date of birth, address and email address if you have one?
[CUSTOMER][NEUTRAL] Uh, the date of birth is [PII].
[AGENT][NEUTRAL] What was your last name?
[CUSTOMER][NEUTRAL] First
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright thank you and the address please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The address on the
[CUSTOMER][NEUTRAL] Paperwork is different than my current address. Which one do you want?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The one on the paper.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you so much, [PII], for verifying that information. You're calling for eligibility on your policy that you found. That policy did term in [PII], and I do not see any active policies.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye.