AccountId: 011433970860
ContactId: bb897081-0e87-4151-a882-0129912babf1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137940 ms
Total Talk Time (AGENT): 63868 ms
Total Talk Time (CUSTOMER): 59112 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/bb897081-0e87-4151-a882-0129912babf1_20250319T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII], and I have the policy, um, that I am trying to pour over and I have paperwork to fill out, and I cannot remember how much my monthly premiums were and I need to write a check, so I need to know exactly what it was.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with that monthly premium. Um, can you please give me one of your policy numbers?
[CUSTOMER][NEUTRAL] Yes, I have a certificate number. It looks like it's 02463078.
[AGENT][NEUTRAL] Thank you, ma'am. And then um let me pull that policy up real quick and we'll need to verify your policy real quick. Um, can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, address is [PII]. Phone number is [PII], and then email um it's it's either [PII] or it's [PII].
[AGENT][POSITIVE] OK, thank you Ms. [PII]. I appreciate you verifying your policy and the number you just gave me, if we get disconnected, is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right, so looking at your cancer policy is what I have pulled up right now, your premium.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] A month is $37.59.
[CUSTOMER][POSITIVE] OK, perfect. That is what I needed.
[AGENT][NEUTRAL] OK, anything else I can help you with Ms. [PII] before we go?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] OK, well you have a wonderful day and thank you so much for calling APL.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate it too.
[AGENT][POSITIVE] You're welcome. You're welcome, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Bye bye.