AccountId: 011433970860
ContactId: 7df9b4b5-3ab2-4ae9-9e60-47b89edc11b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87860 ms
Total Talk Time (AGENT): 40645 ms
Total Talk Time (CUSTOMER): 39010 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/7df9b4b5-3ab2-4ae9-9e60-47b89edc11b9_20250331T19:39_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], I think I have a policy that is no longer in effect. Can you confirm that for me?
[AGENT][NEUTRAL] Yes, ma'am. I can check and see if your policy is still active. Can I get your name and your policy number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the policy number is 965335.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then I also need your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII] [PII] and probably [PII].
[AGENT][POSITIVE] Thank you very much. I actually have your um work email address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I don't, I was, I retired, so it would be [PII]. Yeah, that's why I don't think it's in effect anymore.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you're right, um, the policy lapsed on [PII].
[CUSTOMER][POSITIVE] Yeah, that's what I thought. Perfect. OK, I'll shred this then. Thank you. Uh-huh, uh-huh. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. Have a good day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.