AccountId: 011433970860
ContactId: 92360567-d940-4560-a318-92865f84b3fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114989 ms
Total Talk Time (AGENT): 39524 ms
Total Talk Time (CUSTOMER): 70621 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/92360567-d940-4560-a318-92865f84b3fd_20250610T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am trying to find out. I'm looking at my, my APL account and it says that I'm active, but then it says that it's it's paid until [PII], so we're on [PII], so I'm a little confused. I know that my, I get this through my work, so I don't know if there's a new policy that's supposed to kick in on [PII] or it's the same one that I had since [PII].
[AGENT][NEUTRAL] I'll be happy to verify your eligibility. Can I have your name and the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII] and the policy number that I have here is
[CUSTOMER][NEUTRAL] Uh, let's see. 1823116.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] [PII], [PII] and [PII].
[AGENT][NEUTRAL] Thank you for verifying that information, and it looks like this plan is still active as of [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I don't see any.
[AGENT][NEUTRAL] No policies or anything given as of today, so.
[CUSTOMER][POSITIVE] So, so it's, OK, so it's still effective, so they can still run it if I need to run it somewhere.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Right? OK. Awesome. Thank you so much. I appreciate your help. I just wanted to make sure before I give it to the doctor.
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. Have a great day.
[CUSTOMER][POSITIVE] Have a good one. You too.
[AGENT][NEUTRAL] Bye bye.