AccountId: 011433970860
ContactId: dfd43137-755d-472f-9df5-a2c59619bbcb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114599 ms
Total Talk Time (AGENT): 38648 ms
Total Talk Time (CUSTOMER): 61909 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/dfd43137-755d-472f-9df5-a2c59619bbcb_20250418T17:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I found paperwork and I just wanna know if my husband still has this insurance.
[AGENT][NEUTRAL] OK, well, I can check and see if it's active for you. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And do you have the policy number?
[CUSTOMER][NEUTRAL] I have wait policy number I have group number.
[CUSTOMER][NEUTRAL] Does that work?
[AGENT][NEUTRAL] I can search, I can try to search through the group, yes, that's fine.
[CUSTOMER][NEUTRAL] OK, 14575.
[AGENT][NEUTRAL] Thank you. And what is his first and last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's the way that you can, you know, so a lot of support that the American people have.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Happening but all this scatter is really resulted in a shift against the.
[CUSTOMER][POSITIVE] It's and I think it's part of it. People are getting involved.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Your patients really careful.
[AGENT][NEUTRAL] OK, I believe I just located it. Hold on one moment.
[AGENT][NEUTRAL] OK, so he doesn't have anyone else authorized on the policy, um, so just in general, there's no active policies for him with us.
[CUSTOMER][NEUTRAL] There's no active policy, so he doesn't have this policy with you.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] I can put him on the phone it's not a big deal.
[CUSTOMER][NEUTRAL] So he doesn't have a policy with you.
[AGENT][NEUTRAL] Correct. There's no active policies with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, Mrs. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it thanks.
[AGENT][POSITIVE] All right, thanks for calling AP