AccountId: 011433970860
ContactId: d651b4fe-4628-454e-9f1d-9eca09dbcaba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184190 ms
Total Talk Time (AGENT): 17962 ms
Total Talk Time (CUSTOMER): 66495 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/d651b4fe-4628-454e-9f1d-9eca09dbcaba_20250505T21:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I am watching Coin hand it.
[CUSTOMER][NEUTRAL] I know, I was calling for my policy number.
[AGENT][NEUTRAL] Oh, you were, uh, I'm so sorry, um, you, you said you were needing your policy number, is that right?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Yes ma'am. My son is don't like.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What was that? I'm sorry.
[CUSTOMER][NEUTRAL] She was saying My son is online and he's gonna talk with you.
[AGENT][POSITIVE] Sure, OK, um, really quick, I'm so sorry, um.
[CUSTOMER][NEUTRAL] His name
[AGENT][NEUTRAL] Sorry I keep interrupting um what did you say your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You hear me?
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] Yeah she's still on it long.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I oh I see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, the American public, it's called American Public um life insurance.
[CUSTOMER][NEUTRAL] Uh, but they offer different policies.
[CUSTOMER][NEUTRAL] Cancer, critical illness, disability.
[CUSTOMER][NEGATIVE] Uh, life accidental.
[CUSTOMER][NEUTRAL] So I said, we just don't know what they are.
[CUSTOMER][NEUTRAL] And I can think of there.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Did she hang up on us?
[CUSTOMER][NEUTRAL] I don't think so.
[CUSTOMER][NEUTRAL] So is it the number still line still active.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, hold on a second.
[CUSTOMER][NEGATIVE] They jeez.
[CUSTOMER][NEUTRAL] I think she hung up. I'm gonna, I'm gonna call him again. Hold on a second.