AccountId: 011433970860
ContactId: 8c2623e8-ad75-4db9-b959-220aea8908eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 110139 ms
Total Talk Time (AGENT): 56251 ms
Total Talk Time (CUSTOMER): 40200 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/8c2623e8-ad75-4db9-b959-220aea8908eb_20250123T14:39_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, I'm trying to find out if my policies are still active.
[AGENT][POSITIVE] It would be my pleasure to assist you today. Do you have your policy number available?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] I can look it up by your social would that be OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And that number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is your name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And your current mailing address, please?
[CUSTOMER][NEUTRAL] Um, I believe you have [PII].
[AGENT][POSITIVE] That is correct and [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Did you get out from underneath all that snow?
[CUSTOMER][NEUTRAL] No, we're still home.
[AGENT][NEUTRAL] Are you
[CUSTOMER][MIXED] It's yeah it's pretty um it's miserable now it was fun at first, but.
[AGENT][NEUTRAL] Exactly, I know what you mean. I'm in [PII]. We don't get it often, but when we do, it's like, yeah, the first day and then OK, I'm done. Let's move on.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, well, we haven't had it like this in like 130 years. It's, it's, it was a lot of snow.
[AGENT][MIXED] Yeah, I've seen the pictures. It's pretty, but it's a lot.
[CUSTOMER][POSITIVE] It is so, yeah, I'm ready to move on.
[AGENT][NEUTRAL] Yeah, exactly. Well, Ms. [PII], your policy is termed on January the first of this year.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, I switched jobs, so I wasn't sure if it was still active or not.
[AGENT][NEUTRAL] It is not at this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] That's it thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. You have a wonderful day and stay warm.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thank you. Bye bye.