AccountId: 011433970860
ContactId: c3bfd99c-d733-4868-a146-95e94fc85e1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154699 ms
Total Talk Time (AGENT): 42383 ms
Total Talk Time (CUSTOMER): 72101 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/c3bfd99c-d733-4868-a146-95e94fc85e1f_20250204T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My name is [PII].
[CUSTOMER][NEUTRAL] OK. Um, I got a letter the other day saying that my, let me see what kind of insurance was canceled.
[CUSTOMER][NEUTRAL] Uh, intensive care policy.
[CUSTOMER][NEUTRAL] And coronary care policy. OK. I, I want to know, do I still have a cancer policy in force with you?
[AGENT][NEUTRAL] OK, I can take a look at that and what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what's your policy number?
[CUSTOMER][NEUTRAL] I don't know my policy number. This policy number that was canceled was 00589446.
[AGENT][NEUTRAL] OK, thank you and verify your address and date of birth.
[CUSTOMER][NEUTRAL] Um, my address is [PII]. My date of birth is [PII].
[AGENT][NEUTRAL] All right. Thank you, Mrs. [PII] and you're calling to see if your cancer policy is still active?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. Yes, I do show that you currently have an active cancer policy with us.
[CUSTOMER][NEUTRAL] OK, um, and how much is it a month? Can you tell me?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Bear with me just a moment.
[AGENT][NEUTRAL] If you don't mind holding just a moment while I get that information.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] That's fine, that's fine. I'll just look at my next bank statement.
[AGENT][NEUTRAL] OK. All right. Well, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh no, ma'am, there's not, so it's still in force.
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] That's what I'm, that's what I will need to know. Thank you very much. Have a good day.
[AGENT][POSITIVE] No problem. Thanks for calling ATL. You have a good day also. Bye bye.
[CUSTOMER][POSITIVE] Not bad.
[CUSTOMER][POSITIVE] Thank you.