AccountId: 011433970860
ContactId: 8f471e9f-2f45-4413-b0c0-1e261cdc23f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 132419 ms
Total Talk Time (AGENT): 31572 ms
Total Talk Time (CUSTOMER): 58340 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/8f471e9f-2f45-4413-b0c0-1e261cdc23f1_20250320T15:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey Miss [PII], how you doing?
[AGENT][POSITIVE] I'm doing good how about you?
[CUSTOMER][POSITIVE] I'm doing good. Um, my name is [PII], and um I have a policy number here.
[CUSTOMER][NEUTRAL] And I'm trying to wonder if it's still active.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the
[AGENT][NEUTRAL] Uh, [PII], do you have, go ahead, sorry.
[CUSTOMER][NEUTRAL] Uh, the insured name is [PII].
[CUSTOMER][NEUTRAL] And the policy number 620773.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that 620-773?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you with the provider office or are you related or?
[CUSTOMER][NEUTRAL] I'm a son.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I don't show that policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this must have been when she was with her job.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this one is inactive, right?
[AGENT][NEUTRAL] Is there anything else I can help you today?
[AGENT][NEUTRAL] Yes, that's correct it is inactive.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, no, ma'am, that'll be all. I'm just trying to, you got a lot of paperwork and we're going across the insurance because my mother just passed on the [PII].
[CUSTOMER][NEUTRAL] And she has a lot of.
[AGENT][POSITIVE] OK, I'm so sorry.
[CUSTOMER][NEUTRAL] Yes, ma'am, she has a lot of insurance, uh, paperwork and we're just trying to find out what's active, what is not, and trying to move forward with everything that we have to do.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I totally understand. OK, yeah, this one is not active any longer, so.
[CUSTOMER][POSITIVE] OK, I appreciate it thank you.
[AGENT][POSITIVE] OK thank you [PII] thanks for calling APL.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes ma'am.