AccountId: 011433970860
ContactId: d4454809-cf1d-435d-ba22-931d60332232
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119080 ms
Total Talk Time (AGENT): 53688 ms
Total Talk Time (CUSTOMER): 34991 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/d4454809-cf1d-435d-ba22-931d60332232_20250103T18:43_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, um, I wanted to know if I have a policy in place.
[AGENT][NEUTRAL] OK, I can check for eligibility.
[CUSTOMER][NEUTRAL] No one.
[AGENT][NEUTRAL] OK, do you have a policy number?
[CUSTOMER][NEUTRAL] Um, yes, 02 44 1157.
[AGENT][NEUTRAL] OK, that was 02 44 1157. 1 moment, sir.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, may I have your name and date of birth to start?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you and your callback number if we were disconnected during the call, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for that and verify your mailing address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and the last thing to verify, thank you, is your email address.
[CUSTOMER][NEUTRAL] My last [PII].
[AGENT][POSITIVE] Thank you so much for the verification process, Mr. [PII], and you're calling to check to see if you have active coverage. Bear with me please.
[AGENT][NEUTRAL] Now the policy number you provided me, that policy terms as of last year, [PII]. Let me just check, please bear with me please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for your patience. I do not show an active policy for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, sir. You have a great day, Mr. [PII]. Thank you. Take care.
[CUSTOMER][POSITIVE] Thank you too. Bye, take care.
[AGENT][POSITIVE] Thank you.