AccountId: 011433970860
ContactId: 8e2b5e41-22a7-4706-b5cd-b126daf148dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90410 ms
Total Talk Time (AGENT): 27170 ms
Total Talk Time (CUSTOMER): 52740 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/8e2b5e41-22a7-4706-b5cd-b126daf148dc_20250610T20:17_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey good afternoon my name is uh [PII]. I'm with um MWA Financial Services and I am trying to help um a client who's um spouse um died a couple of weeks ago to see if.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] A you to see if a policy is still active. We're not sure because it was taken out in [PII]. So if I give you the policy number, would you be able to see if, if this cancer policy policy is still in force?
[AGENT][NEUTRAL] Sure. What's that policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's 9-A as in apple 75994.
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And the insured's name?
[CUSTOMER][NEUTRAL] Uh, [PII] Weekly.
[AGENT][NEUTRAL] Oh wow, this policy is. Uh, it terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I sure do appreciate it.
[AGENT][POSITIVE] Uh, yes, ma'am. Thanks for calling APL. You have a great day, Ms. [PII]. Bye.
[CUSTOMER][POSITIVE] All right. You, you too. Thanks. Bye-bye.