AccountId: 011433970860
ContactId: aba02458-fb79-4017-b8a1-c4f6a74e50ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113639 ms
Total Talk Time (AGENT): 37370 ms
Total Talk Time (CUSTOMER): 59175 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/aba02458-fb79-4017-b8a1-c4f6a74e50ed_20250625T19:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there, I was going through some of my old paperwork and I found a policy with you guys and I just wanted to see if it was still active.
[AGENT][NEUTRAL] OK, does it have a policy number on it?
[CUSTOMER][NEUTRAL] Yes, it does. It's 01884026.
[AGENT][NEUTRAL] OK. And what was your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, and [PII], do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly, just can you email or can you verify your email address and your home address?
[CUSTOMER][NEUTRAL] Yes, email is [PII].
[CUSTOMER][NEUTRAL] And the mailing address is well is this paperwork is showing my old address you want me to tell you the one that's on this paperwork?
[AGENT][NEUTRAL] Uh, yes, yeah.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, it looks like we have a [PII] address.
[CUSTOMER][NEUTRAL] Yes, uh, oh, it must, I don't know, maybe they updated it. It's, um, my new address is [PII].
[AGENT][NEUTRAL] OK, thank you so much. Uh yeah, it looks like it was an old policy through your employer and it terminated back in [PII].
[CUSTOMER][NEUTRAL] Oh, OK, no problem. I just wanted to be sure.
[AGENT][NEUTRAL] OK. Anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][POSITIVE] Oh no, that's it thanks.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] Thanks bye bye