AccountId: 011433970860
ContactId: b5da8ad6-fec5-4807-8bc5-fd48916eb2d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120779 ms
Total Talk Time (AGENT): 38855 ms
Total Talk Time (CUSTOMER): 57358 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/b5da8ad6-fec5-4807-8bc5-fd48916eb2d3_20250219T17:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, this is [PII]. Um, I am going to retire in May and I've just been going through paperwork and I came across, um, paperwork saying that I had, uh, accidental insurance, I believe with you. Can you tell me if that is still active?
[AGENT][POSITIVE] OK, sure, I can assist you with that information. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and may I have the policy number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, 001208447.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have your date of birth and mailing address for verification?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[AGENT][POSITIVE] Thank you, Miss [PII].
[AGENT][NEUTRAL] Um, no, this policy is an old policy terminated back in [PII].
[CUSTOMER][NEUTRAL] OK, so it is no longer.
[AGENT][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] No longer good. OK. I don't know. I think it's through the school and I think they might have changed from American public maybe to Allstate or something. But if you say it's no longer any good, then I'm gonna get rid of the paperwork.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, sure, yes, it terminated back in [PII].
[CUSTOMER][POSITIVE] OK, that was what I was calling for. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day, Miss.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.