AccountId: 011433970860
ContactId: cb127d5a-027c-4739-8b67-76fd670586fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82349 ms
Total Talk Time (AGENT): 28260 ms
Total Talk Time (CUSTOMER): 36988 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/cb127d5a-027c-4739-8b67-76fd670586fc_20250219T19:20_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII]. I have a question. I, I'm going through my old policies and trying to get rid of things that I don't, that don't exist anymore, so I just need to make sure this policy is closed. I don't, I don't have a clue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I give you the policy number because I bought it like in the 90s or something, H0160723.
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] 23, OK.
[AGENT][NEUTRAL] Let me look that up.
[AGENT][NEUTRAL] H
[CUSTOMER][NEUTRAL] If I get some kind of intensive care policy or something.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you did say it was H0160723?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I didn't hear anything with that. What's the last name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] and it's probably because I was working in that school district and I bought it through the school district then maybe when I left. I don't know.
[AGENT][NEUTRAL] OK. It's [PII]?
[CUSTOMER][NEUTRAL] In the 90s?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I can throw this away.
[AGENT][NEUTRAL] OK. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] Oh, that's good. Thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL you have a great day.
[CUSTOMER][NEUTRAL] OK mhm bye bye bye.
[AGENT][NEUTRAL] Goodbye.