AccountId: 011433970860
ContactId: 8fe23b32-bc87-477d-b76a-2417f158ba76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181139 ms
Total Talk Time (AGENT): 65820 ms
Total Talk Time (CUSTOMER): 56251 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/8fe23b32-bc87-477d-b76a-2417f158ba76_20250219T20:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling um because my spouse passed away and I wanted to find out if the insurance policy was still valid.
[AGENT][NEUTRAL] OK, I can help you to see if the policy is still active. Can I please get your name and the
[AGENT][NEUTRAL] Policy number
[CUSTOMER][NEUTRAL] The name is [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the policy mhm.
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] Um, I believe it's 607.
[CUSTOMER][NEUTRAL] 3138
[AGENT][NEUTRAL] OK. And then what is your name, please?
[CUSTOMER][NEUTRAL] I didn't hear you.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And let me pull in that policy.
[CUSTOMER][NEUTRAL] I, I didn't hear what you
[AGENT][NEUTRAL] What is your name, please?
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] That is your name. OK, so.
[AGENT][NEUTRAL] The policy number is 6003138.
[CUSTOMER][NEUTRAL] Yes, and that's for [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEGATIVE] OK, I'm having a hard time pulling it up with that policy number.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, do you have a social security number and I can in that way?
[CUSTOMER][NEUTRAL] Are you able
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The social security is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me look it up that way real quick.
[AGENT][NEUTRAL] OK, I'm not pulling up a [PII] with that social security number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. So that would mean that it's probably not active?
[AGENT][NEUTRAL] Right, we don't have [PII] with that policy number, that social security number in our system.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] OK, you're very welcome you have a blessed day and thanks for calling PL.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.