AccountId: 011433970860
ContactId: bec34570-8271-4769-ba0d-6b14fc7c2595
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143210 ms
Total Talk Time (AGENT): 56815 ms
Total Talk Time (CUSTOMER): 67693 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/bec34570-8271-4769-ba0d-6b14fc7c2595_20250228T20:30_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Alright, can I start with my policy number?
[AGENT][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] 0096
[CUSTOMER][NEUTRAL] 462 9.
[AGENT][NEUTRAL] OK. May I have your name?
[CUSTOMER][NEUTRAL] Um, my name is [PII].
[AGENT][NEUTRAL] May I have your date of birth and address for verification?
[CUSTOMER][NEUTRAL] I don't know how she did it. She passed away, but um.
[CUSTOMER][NEUTRAL] Uh, I can give you her date of birth, which is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], sorry.
[AGENT][NEUTRAL] I'm gonna need your information because you're the one calling. May I have your date of birth?
[CUSTOMER][NEUTRAL] [PII], my, my, OK, my name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] The address is [PII].
[AGENT][NEUTRAL] Mhm. And what is your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][POSITIVE] Thank you. OK, and let me have a callback number just in case we get disconnected that one.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And how may I help you today?
[CUSTOMER][NEUTRAL] What's that?
[AGENT][POSITIVE] How may I help you today?
[CUSTOMER][NEUTRAL] I'm just trying to find out if there's uh still a valid account.
[AGENT][NEUTRAL] OK, um, no, it looks like this one's been terminated since [PII].
[CUSTOMER][NEUTRAL] Um, what's the reason, do you know?
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Probably switched the guy. I'm just driving back.
[AGENT][NEUTRAL] this was
[AGENT][NEUTRAL] Mhm, yeah. This was a secondary, this was a secondary supplemental plan that she had through her group, to her employer. So it got terminated. Mhm.
[CUSTOMER][NEUTRAL] The what?
[CUSTOMER][NEUTRAL] Got you. OK.
[CUSTOMER][NEUTRAL] OK. All right, just trying to figure out things cause she recently passed away and I'm just trying to figure out things. OK, thank you very much.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Um