AccountId: 011433970860
ContactId: c8349314-e939-40d0-b3db-a3571406817b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98879 ms
Total Talk Time (AGENT): 30230 ms
Total Talk Time (CUSTOMER): 51548 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/c8349314-e939-40d0-b3db-a3571406817b_20250226T14:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Yes, good morning.
[CUSTOMER][NEUTRAL] Um, I'm calling. OK, this is regarding a claim. OK, first of all, uh, I'm calling on behalf of my wife.
[CUSTOMER][NEUTRAL] Uh, this is something that we need to find out, uh, as soon as possible. That's why at the moment she's not available. That's why she asked me to, to make the call for her.
[CUSTOMER][NEUTRAL] So should I be able to speak on, on, on, on, on her behalf?
[AGENT][NEUTRAL] May I have the policy number and I'll pull up the file.
[CUSTOMER][NEUTRAL] OK, the policy number is.
[CUSTOMER][NEUTRAL] OK, uh 020.
[CUSTOMER][NEUTRAL] 88241
[AGENT][NEUTRAL] May I have your name and a good callback number?
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] What number you said? Phone number?
[AGENT][NEUTRAL] A callback number?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] My wife's name is [PII].
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I don't see an authorization on file for you to be able to speak because you are not on her policy. So we need an authorization for you to speak on her behalf.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no problem, no problem, I'll let her know so in that case she needs to, to call them.
[AGENT][POSITIVE] Correct. Yes, sir.
[CUSTOMER][NEUTRAL] Or, or, or
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you you too.