AccountId: 011433970860
ContactId: c62751c1-bbd6-42fb-9d66-d6640deeba9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78650 ms
Total Talk Time (AGENT): 21259 ms
Total Talk Time (CUSTOMER): 39641 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/c62751c1-bbd6-42fb-9d66-d6640deeba9a_20250416T13:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII] with Jenny Su financial clears office. I actually just spoke with a lady named Easy, and I didn't write down the effective date of a policy, and I just need you to get the effective date.
[AGENT][NEUTRAL] OK. Uh, do you have the, uh, um, policy number?
[CUSTOMER][NEUTRAL] I do. It is 02584454.
[CUSTOMER][NEUTRAL] Miss [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Her date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I didn't catch your name. What was that?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, [PII], and do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you so much. OK, her effective date.
[AGENT][NEUTRAL] Effective date is [PII]. Policy is active.
[CUSTOMER][NEUTRAL] 16, OK.
[CUSTOMER][POSITIVE] Alright, that's what I needed to know, thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.