AccountId: 011433970860
ContactId: 845f6c33-0510-4458-a9eb-9a7f0eb73ddc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65018 ms
Total Talk Time (AGENT): 24837 ms
Total Talk Time (CUSTOMER): 33872 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/845f6c33-0510-4458-a9eb-9a7f0eb73ddc_20250606T21:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. They're speaking. May I help you?
[CUSTOMER][NEUTRAL] Hey, uh, this is [PII]. I'm trying to verify, uh, benefits.
[AGENT][POSITIVE] OK, I can verify benefits for you, and I apologize, your name is again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Does this sound familiar to you? 0001?
[CUSTOMER][NEUTRAL] 002416.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] The insurance. OK, it has, um, are y'all one of the same American Republic corporation insurance company?
[AGENT][NEUTRAL] Uh, no, ma'am. We're two different companies.
[CUSTOMER][NEUTRAL] Oh, OK. Do you get that phone call all the time?
[AGENT][NEUTRAL] Yes, back in the day, we used to have a phone number, but I don't. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You have
[CUSTOMER][POSITIVE] OK, OK, alright then. I appreciate you. Thank you so much. Take care.
[AGENT][POSITIVE] You're welcome. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.