AccountId: 011433970860
ContactId: ae4c8193-3513-45e7-8995-db441c0f455c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180570 ms
Total Talk Time (AGENT): 38869 ms
Total Talk Time (CUSTOMER): 80756 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/ae4c8193-3513-45e7-8995-db441c0f455c_20250521T21:04_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, uh my name is [PII], but the, the volume was kind of breaking up and I couldn't understand your name. Could you tell me your name again?
[AGENT][NEUTRAL] Yes, sir. It's [PII] And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, OK. Yes, [PII], I can hear you. That was good and clear. [PII], I have a question about a policy that, uh, way back in [PII]. I don't know if it's the status of it now or whatever, and I will see if you could, uh, give me some information on it.
[AGENT][NEUTRAL] OK. Um, do you have the policy number?
[CUSTOMER][NEUTRAL] I do. Uh, and let's see, and this was, let me give you, uh, information preference and into it. American Exchange Life Insurance Company, 18.
[CUSTOMER][NEUTRAL] On [PII], the effective date.
[CUSTOMER][NEUTRAL] OK, policy number 3400.
[CUSTOMER][NEUTRAL] 185124. I don't know if this was probably, I'm trying to find out which company might know something about this policy number.
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers. Um, do you know the patient's or the insured's name on the plan?
[CUSTOMER][NEUTRAL] Uh, American Exchange Life Insurance Company.
[CUSTOMER][NEUTRAL] And it's a cancer policy.
[AGENT][NEUTRAL] Uh
[AGENT][NEGATIVE] It is not.
[AGENT][NEUTRAL] Was this a policy on yourself?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Because I don't show any policy with us, and I'm not sure about American Exchange.
[CUSTOMER][NEUTRAL] OK. All righty. Um.
[CUSTOMER][NEUTRAL] Have you all ever been associated with the broken exchange, I guess uh-huh.
[AGENT][NEUTRAL] Uh, no, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I'm trying to see what other question I can ask you.
[CUSTOMER][POSITIVE] OK, then thank you very much.
[AGENT][POSITIVE] Uh, yes, sir. Uh, thanks for calling APL. You have a great day.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Bye.