AccountId: 011433970860
ContactId: c45580e8-9e88-4b47-823b-47b08ce9be6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122900 ms
Total Talk Time (AGENT): 49085 ms
Total Talk Time (CUSTOMER): 40090 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/c45580e8-9e88-4b47-823b-47b08ce9be6a_20250106T20:25_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hey, is this for life insurance or is this medical?
[AGENT][NEUTRAL] We have many products. Do you have a policy number?
[CUSTOMER][NEUTRAL] I do, um, it is.
[CUSTOMER][NEUTRAL] My member, well, it's a member number.
[AGENT][NEUTRAL] I can try them.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, it's 001723585.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And may I have your name and a phone number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] Thank you, Ms. [PII] and.
[AGENT][NEUTRAL] May I have your date of birth and mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] You said, say that one more time.
[AGENT][NEUTRAL] The date of birth, mailing address, and date of birth, mailing address and email address for verification.
[CUSTOMER][NEUTRAL] You mean which one?
[CUSTOMER][NEUTRAL] OK, date of birth is [PII].
[CUSTOMER][NEUTRAL] Um, email is, I believe, on file is [PII].
[CUSTOMER][NEUTRAL] What was the last one I saw?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] It's OK. Um, it's fine. Um, it looks like this policy has been terminated, um, since [PII], but this was your dental policy. You had a dental and medical through universal Trucking.
[CUSTOMER][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK. Alright, thank you.
[AGENT][POSITIVE] Mhm. You're welcome.