AccountId: 011433970860
ContactId: af59d35a-ef77-4cfc-ab30-47e1eaa047d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164289 ms
Total Talk Time (AGENT): 56535 ms
Total Talk Time (CUSTOMER): 75854 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/af59d35a-ef77-4cfc-ab30-47e1eaa047d9_20250319T19:47_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This speaking. May I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, hi, how you doing?
[AGENT][NEUTRAL] Hi, I'm fine, and yourself?
[CUSTOMER][NEUTRAL] Uh, OK, uh, I was calling to check to see if was my policy is still active.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, I have several policies with you, but for me it's 4453-497.
[AGENT][NEUTRAL] OK, thank you. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, thank you so much. And verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Uh [PII] email [PII].
[CUSTOMER][NEUTRAL] Oh, did, did you say address too?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, ma'am. Give me a moment.
[AGENT][NEUTRAL] Uh, yes, ma'am. That policy number I show it is active, effective [PII].
[CUSTOMER][NEUTRAL] Oh, OK, I was just checking because I have several with you, so, OK, uh, you, you all don't have the policy you pay for so long you don't have to pay anymore?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Um, do, do this, uh, policy consist of you pay for so many years and then you won't have to pay anymore?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Um, no, ma'am. I don't, I'm not, I don't think so, but I can definitely check.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just pay until you need it, huh?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, no, ma'am, I don't show that it has anything like that on the policy.
[CUSTOMER][NEUTRAL] Oh, OK, you know, I know some insurance you get in, you know, you pay for so long, then you don't have to pay anymore, so you know I was just asking.
[AGENT][NEUTRAL] Oh yeah, I understand.
[CUSTOMER][POSITIVE] Oh, OK then. Thank you, ma'am.
[AGENT][POSITIVE] Uh, yeah, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.