AccountId: 011433970860
ContactId: 7dbe6973-1f51-4514-b7cc-8c29f6f51b0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134139 ms
Total Talk Time (AGENT): 12302 ms
Total Talk Time (CUSTOMER): 38647 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/2025/03/10/7dbe6973-1f51-4514-b7cc-8c29f6f51b0a_20250310T14:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I'm.
[CUSTOMER][NEUTRAL] Just found an old um life insurance policy and I went to the Texas Department of Interest and they said that that company you eventually took over so.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I was trying to find out some information about it.
[CUSTOMER][NEUTRAL] About the policy.
[AGENT][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] Yeah, I can get that policy pulled up and we'll take a look at that. Um, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII]
[CUSTOMER][NEUTRAL] I'm sorry, you cut out.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Oops.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, I just have enough insurance. I do have enough.
[CUSTOMER][NEUTRAL] Uh