AccountId: 011433970860
ContactId: cfb10d4c-a946-4c1f-aef4-38ef831850f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79620 ms
Total Talk Time (AGENT): 23028 ms
Total Talk Time (CUSTOMER): 23943 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/cfb10d4c-a946-4c1f-aef4-38ef831850f9_20250324T16:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] on the care team. How are you?
[AGENT][POSITIVE] I'm doing well. How about yourself?
[CUSTOMER][NEUTRAL] I'm doing good. Um, can you help me with this policy? It looks like they were lapsed at one point and then the part two was never added back.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Um, it's 256-767-6.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] Uh, it's not letting me do it. Hang on.
[AGENT][NEUTRAL] 256-7676.
[AGENT][NEUTRAL] OK, I fixed it.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] All right, and let me know if you need anything else.
[CUSTOMER][POSITIVE] All right, thank you. All right, have a good day.
[AGENT][POSITIVE] You have a good day. You too. Bye.
[CUSTOMER][NEUTRAL] Alright bye bye.