AccountId: 011433970860
ContactId: a8feb6e9-b2d3-4169-89fb-39f3d6799b90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116959 ms
Total Talk Time (AGENT): 23539 ms
Total Talk Time (CUSTOMER): 30388 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/a8feb6e9-b2d3-4169-89fb-39f3d6799b90_20250528T18:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], we have life insurance with you guys there, and I wanted to know.
[CUSTOMER][NEUTRAL] Um, we got like a saving insurance in the life insurance somehow we wanted to know what was sitting in there.
[AGENT][NEUTRAL] OK, so you got, I'm sorry, you have a life insurance with us, and then you've got a different life insurance?
[CUSTOMER][NEUTRAL] No, with our life insurance we have like a savings account or something like that, like every year there's a certain amount in there that we are allowed to access and we wanna know what's in there.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] I don't have that on me that I'm driving.
[AGENT][NEUTRAL] OK, I can look it up by name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Can you spell your last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. One moment, please.
[AGENT][NEUTRAL] What state do you live in?
[CUSTOMER][NEUTRAL] In [PII].