AccountId: 011433970860
ContactId: ab0e5246-f208-44ca-b1d5-5f7c7b12bb18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99400 ms
Total Talk Time (AGENT): 23200 ms
Total Talk Time (CUSTOMER): 43033 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/ab0e5246-f208-44ca-b1d5-5f7c7b12bb18_20250321T17:54_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]. Yes, I was calling to get a verification on the policy to see if it's still active.
[AGENT][NEUTRAL] OK, can I have your name and a callback number, please?
[CUSTOMER][NEUTRAL] Yes my name is [PII].
[CUSTOMER][NEUTRAL] My uh callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have the policy number?
[CUSTOMER][NEUTRAL] The policy number I have, it is 01676042.
[AGENT][NEUTRAL] Uh, it looks like that terminate it was effective [PII] and terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this was a cancer policy?
[AGENT][NEUTRAL] Uh, let's see this one.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Cause I'm looking at electronic spreadsheet that's fine. OK. OK. OK, so it terminated. OK, this is what I needed to know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, is there anything else I can help with today?
[CUSTOMER][NEUTRAL] OK, so I will go ahead and.
[CUSTOMER][POSITIVE] This is it. This is what I needed. Thank you so very much, Ms. [PII].
[AGENT][POSITIVE] OK, thank you so much you have a great weekend thank you for calling APL.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] You too bye bye.