AccountId: 011433970860
ContactId: 9f9ebb02-e361-4166-94d4-b26ba114e5b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115290 ms
Total Talk Time (AGENT): 18179 ms
Total Talk Time (CUSTOMER): 46738 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/9f9ebb02-e361-4166-94d4-b26ba114e5b6_20250507T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, um, I'm calling to find out if I have these benefits. I believe I bought them over the phone a while back. I'm a truck driver and I spoke to somebody named [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I don't know. I'm trying to find out what's, you know, if I'm eligible because I have the booklet here and it has uh.
[CUSTOMER][NEUTRAL] Like ID cards in the back.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] So is this life insurance or what, you know?
[AGENT][NEUTRAL] I see. OK, so we just need to get the, uh, your policy pulled up, uh, see what kinds of policies you have with us, uh, is that correct?
[CUSTOMER][NEUTRAL] OK, yeah, yes.
[AGENT][NEUTRAL] OK, um sure I could take a look at that. What was your name please?
[CUSTOMER][NEUTRAL] Waymon [PII] Last name is [PII], [PII]
[CUSTOMER][NEUTRAL] And I have the policy number here and group number.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh