AccountId: 011433970860
ContactId: d33d6f19-b66d-40d6-93e8-7e793785be1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98639 ms
Total Talk Time (AGENT): 29029 ms
Total Talk Time (CUSTOMER): 60092 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/d33d6f19-b66d-40d6-93e8-7e793785be1c_20250204T13:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] And I wanna check if a policy that I'm I'm looking at a sheet and I'm pretty sure it's gone but if you can um I've got a, let's see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Mm, where I don't even uh policy number or certificate number and policy number would that help? I'm pretty sure this thing's canceled, but um certificate 01060370.
[AGENT][NEUTRAL] Yes, it could be.
[AGENT][NEUTRAL] OK, may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII] um [PII] or the number I'm calling from [PII].
[AGENT][NEUTRAL] Thank you for that, and I do have the policy here, Mr. [PII]. I just need you to verify your date of birth, mailing, and email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then just the mailing address.
[CUSTOMER][NEUTRAL] And [PII] sorry [PII].
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Thank you for that. And I am showing the policy is no longer active. It was, it turned [PII].
[CUSTOMER][POSITIVE] Yeah, that would make sense. All right, thank you very much for showing me that or getting me that um I was pretty sure it was was so have a blessed day. Thank you. I can get rid of this then.
[AGENT][POSITIVE] You also, and thanks for calling APL. Have a great week.
[CUSTOMER][NEUTRAL] Alright bye.
[AGENT][NEUTRAL] Bye bye.