AccountId: 011433970860
ContactId: 780301ab-748b-4423-8a8a-61b13d1112bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75830 ms
Total Talk Time (AGENT): 23651 ms
Total Talk Time (CUSTOMER): 36479 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/780301ab-748b-4423-8a8a-61b13d1112bc_20250429T21:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling in reference to my mom, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, to, we're trying to figure out what kind of insurance she has got through you.
[AGENT][NEUTRAL] OK, [PII], do you have her policy number?
[CUSTOMER][NEUTRAL] I do. It's 596-049.
[AGENT][NEUTRAL] OK, let me just pull this up here one moment.
[AGENT][NEUTRAL] All right. And then I'll need to verify date of birth and address, please.
[CUSTOMER][NEUTRAL] For her
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Uh, address is [PII].
[AGENT][NEUTRAL] OK, and is she by chance there to give you authorization to speak on the policy? OK.
[CUSTOMER][NEUTRAL] She is, she is. Hold on just a minute.