AccountId: 011433970860
ContactId: 95c4f39d-aee3-4e6d-b85e-30b9c115d03c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153410 ms
Total Talk Time (AGENT): 59630 ms
Total Talk Time (CUSTOMER): 85741 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/95c4f39d-aee3-4e6d-b85e-30b9c115d03c_20250327T21:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good afternoon. My name is [PII], and I have the, uh, cancer policy.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, American Public Life, and I was checking to see what phone number you have on my insurance policy please.
[AGENT][NEUTRAL] Sure, we can check and see what phone number we've got. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] I do it's 00630855.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I'm just not sure if y'all have my number or not if it's the right number.
[AGENT][NEUTRAL] Sure, of course, yeah, we could check all that. I'm just gonna verify some information really quick though, uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. Looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That's it thank you so much for verifying that. Uh, so the phone number I've got is the same one that you had just given me, uh, [PII].
[CUSTOMER][NEUTRAL] Yeah, OK, I, I thought it was correct but I wasn't sure and I thought I better call them, make sure they have that right number. I was getting ready to.
[AGENT][NEUTRAL] Yeah, better to be safe.
[CUSTOMER][NEUTRAL] Put yeah put my bill in the mail to you guys so um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] I never get it. I didn't get it till.
[CUSTOMER][NEGATIVE] Yesterday or no, I got it actually today. And so I'm fixing it up and I'll make sure it goes in the mail tomorrow so you should get it several days. No mail is not good anymore.
[AGENT][POSITIVE] Sure, sounds good.
[AGENT][NEUTRAL] All right, right, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, is there anything else I can help you with Miss [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's all baby thank you so much have a blessed.
[AGENT][POSITIVE] All right. Yes, ma'am. Thank you. You too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.