AccountId: 011433970860
ContactId: a97df759-5152-4934-acf2-bd8dd59a0705
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143899 ms
Total Talk Time (AGENT): 64656 ms
Total Talk Time (CUSTOMER): 58979 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/a97df759-5152-4934-acf2-bd8dd59a0705_20250317T19:34_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] I'm trying to check on a policy.
[CUSTOMER][NEUTRAL] To see if it's any good.
[AGENT][NEUTRAL] OK, I can definitely help you with that, but before we proceed, is it possible to get your name and a callback number please?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that, Ms. [PII]. And what's the policy number that you're inquiring about?
[CUSTOMER][NEUTRAL] 742-547
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] 742-547
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Thank you for that and can you verify the name and date of birth of the person on the account?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] And you said it was 747-547?
[CUSTOMER][NEUTRAL] 742-547
[AGENT][POSITIVE] I do apologize, bear with me.
[AGENT][NEGATIVE] the wrong policy details.
[AGENT][NEUTRAL] And are you also verify are you also able to verify your mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Looks like this was a cancer policy that you had, but it's no longer active and hasn't been active since [PII].
[CUSTOMER][NEUTRAL] OK, well, I was cleaning out filing cabinets and my last name ain't [PII] no more and this has [PII] and I thought, is this any good or do I need to chunk it? So I guess I just need to chunk it at.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] You can shred it. Yes, ma'am. It's no longer valid, but I do, you know, it's a good thing that you double-check cause you never know. So.
[CUSTOMER][NEUTRAL] Well, uh, it's been a while since I've been in the filing cabinets and I thought let me just verify before I throw this away so.
[AGENT][POSITIVE] Yes, ma'am. Is there anything else I can help you with before you go?
[CUSTOMER][POSITIVE] I sure do thank you.
[CUSTOMER][NEUTRAL] And no, ma'am.
[AGENT][POSITIVE] Thanks for calling APL, Ms. [PII]. You have a wonderful day.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you. Bye.