AccountId: 011433970860
ContactId: 83604c1a-a299-48ae-8fd2-0666a0b1d62a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75660 ms
Total Talk Time (AGENT): 32006 ms
Total Talk Time (CUSTOMER): 38949 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/83604c1a-a299-48ae-8fd2-0666a0b1d62a_20250304T19:54_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] again. Uh, Patience swears he has American Public Life, so I do have another policy number.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, what's that number?
[CUSTOMER][NEUTRAL] It will be 02066717, M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK. And you're wanting benefits, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And what was his date of birth, uh, name and date of birth again?
[CUSTOMER][NEUTRAL] It will be date of birth is [PII]. 1st name is um [PII] and last name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, and I show, well, looks like he had a policy with us, but it terminated [PII] and I don't show any active coverage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's fine. I'll let him know. Maybe he has it all confused. No problem. I appreciate you looking into it. Thank you so much.
[AGENT][NEUTRAL] Yes, ma'am. It could be they have a different secondary, who knows.
[CUSTOMER][POSITIVE] Probably that's what I'm thinking too, but I'll reconfirm with him again thank you.
[AGENT][NEUTRAL] Yes, I am.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mm, you too, bye.