AccountId: 011433970860
ContactId: 905a800b-d514-4417-9b9a-f5bc88880a5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152580 ms
Total Talk Time (AGENT): 45608 ms
Total Talk Time (CUSTOMER): 75403 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/905a800b-d514-4417-9b9a-f5bc88880a5a_20250228T16:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. My name is [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] Hey, I'm, uh, almost embarrassed to say this out loud, but I came across this card, uh, in my file and truly do not know. I don't remember, um, setting this policy up and I'm not sure that my policy is even still active and I wanted to call just to see if I could get some confirmation on that.
[AGENT][NEUTRAL] OK. So you're calling to want to verify if your policy is active?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Uh, let's see. Do you happen to have the policy number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] It is 781-0.
[AGENT][NEUTRAL] OK, and what's that? OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 781061
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I see. And verify your date of birth for me and mailing address.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sure. Uh, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[AGENT][NEUTRAL] OK, thank you. Well, I'll show you um had this policy with us, but it terminated on [PII].
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Well, I, I remembered setting it up and I, I just retired from, uh, public school teaching and so all that stuff that goes into that process. I just wasn't sure.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK. Well, yes, sir. It showed you had a policy with us, but it terminated [PII].
[CUSTOMER][POSITIVE] Thank you very much, ma'am.
[AGENT][POSITIVE] All right. Well, I thank you for calling APL Mr. [PII]. You have a great day. You're welcome.
[CUSTOMER][POSITIVE] I appreciate your help.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.