AccountId: 011433970860
ContactId: 843c94c1-a68d-430b-9180-86cb0ddb3606
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92730 ms
Total Talk Time (AGENT): 25007 ms
Total Talk Time (CUSTOMER): 63093 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/843c94c1-a68d-430b-9180-86cb0ddb3606_20250507T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on our client status. How are you doing today?
[AGENT][NEUTRAL] I'm good and you said your name is [PII]?
[CUSTOMER][NEUTRAL] I'm good and you said your name is [PII]? Yes.
[AGENT][NEUTRAL] OK, if I can get the policy number, [PII], and a good phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, the best call number to reach us is [PII]. It's a directly no extension and the policy number is number, it's F like Foxtrot I like India, R like Romeo 682454586.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, do you have a copy of the ID card?
[CUSTOMER][NEUTRAL] Do you have a copy of the ID card?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the name of the insurance company on the card?
[CUSTOMER][NEUTRAL] OK, what's the name of the insurance company on the card? It's A F S L I C.
[AGENT][NEUTRAL] OK, so you're speaking with American Public Life.
[CUSTOMER][NEUTRAL] OK, so you're speaking with American Public Life.
[CUSTOMER][NEUTRAL] OK. Sorry. The car seems like it's for a different insurance company.
[AGENT][NEUTRAL] So that card seems like it's for a different insurance company.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All [PII]. Anything else I can help out with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You thank