AccountId: 011433970860
ContactId: b8c374b8-3978-4c55-89ae-cd459e6c6eeb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 33869 ms
Total Talk Time (AGENT): 13977 ms
Total Talk Time (CUSTOMER): 21180 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/b8c374b8-3978-4c55-89ae-cd459e6c6eeb_20250224T22:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] on the care team. How you doing?
[AGENT][POSITIVE] Doing good. How are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, I just have a quick question. If the insured, um, any policy with us, but this one is a cancer policy, they can't change the benefits on it, right? Like he's mode of payment 3, OK. I just want to make sure, that's all.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No, they cannot.
[AGENT][NEUTRAL] Oh, wait, wait. He's a motive pay. No, he can't change the benefits.
[CUSTOMER][POSITIVE] OK, I just want to make sure, thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.