AccountId: 011433970860
ContactId: dbe1b2e6-cab3-462d-a639-6b7ffda46832
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98010 ms
Total Talk Time (AGENT): 24791 ms
Total Talk Time (CUSTOMER): 28105 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/dbe1b2e6-cab3-462d-a639-6b7ffda46832_20250429T16:04_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a policy. I'm going through my paperwork. I think it's expired or terminated, but I wanted to verify.
[AGENT][NEUTRAL] OK, do you have the
[CUSTOMER][NEUTRAL] Before I threw away any paperwork.
[AGENT][NEUTRAL] You have the policy number?
[CUSTOMER][NEUTRAL] I do 13309.
[AGENT][NEUTRAL] Uh, I think that might be a group number, um, because it's a digit short. Um, let's see. What was your last name?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see, I have a certificate number. Oh, [PII].
[AGENT][NEUTRAL] Yeah, what's the
[AGENT][NEUTRAL] Certificate number
[CUSTOMER][NEUTRAL] Uh, certificate number is 01389335.
[AGENT][POSITIVE] OK, perfect. Let me check that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, it looks like this terminated on [PII].
[CUSTOMER][POSITIVE] OK. All right, just verifying paperwork. Thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.