AccountId: 011433970860
ContactId: a1593b3f-9b7f-484a-afad-226bf7706280
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66230 ms
Total Talk Time (AGENT): 22680 ms
Total Talk Time (CUSTOMER): 29393 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/a1593b3f-9b7f-484a-afad-226bf7706280_20250217T15:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm just trying to see if this policy is active and if they have a deductible that has to be met.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] I have 683-546-50101.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um.
[CUSTOMER][NEUTRAL] And I have one that says gap and then it has a number I guess that's not it either.
[AGENT][NEUTRAL] Does it start with a 01 or 02?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Hm. What does it start?
[CUSTOMER][NEUTRAL] That's OK, I don't have the card.
[CUSTOMER][NEUTRAL] This is Gap.
[AGENT][NEUTRAL] OK, would you like for me to pull it up by the member's name or social?
[CUSTOMER][POSITIVE] No, that's OK, thank you.
[AGENT][POSITIVE] You're welcome, thank you for calling American Public Life, have a great day.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Thank you bye bye.