AccountId: 011433970860
ContactId: a404fc70-c9d9-4b29-b772-0d58908d2c4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117279 ms
Total Talk Time (AGENT): 49508 ms
Total Talk Time (CUSTOMER): 49691 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/a404fc70-c9d9-4b29-b772-0d58908d2c4c_20250402T17:02_UTC.wav
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[CUSTOMER][POSITIVE] Yeah, thank you, bye.
[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], we're just, um, trying to figure out if this policy is still effective. If I give you a policy, uh, certificate number and group number, will you be able to tell me if it's still effective?
[AGENT][NEUTRAL] Sure, I could just see if your policy is still active. Um, what was your name first? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]. It's under [PII], my husband.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, 954, I'm sorry, [PII].
[AGENT][NEUTRAL] OK, thank you. And then I can take that policy certificate number.
[CUSTOMER][NEUTRAL] Sure, it's 1021935.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Is it mine or my husband's date of birth?
[AGENT][NEUTRAL] Um, I do see you listed, uh, so I can get your date of birth.
[CUSTOMER][NEUTRAL] Oh, OK, [PII].
[AGENT][NEUTRAL] Thank you and then uh can you verify the mailing address please?
[CUSTOMER][NEUTRAL] The mailing address is [PII].
[AGENT][POSITIVE] Perfect. All right, thank you so much for verifying that information. Alright, so this policy terminated [PII], and this was the only policy that y'all had with us.
[CUSTOMER][POSITIVE] Oh, OK, OK, we just want to make sure before we shredded the cards. OK, alright, thank you so much.
[AGENT][POSITIVE] Of course, absolutely. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling us. Have a great rest of your day.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] Bye bye