AccountId: 011433970860
ContactId: e05c3c59-b3d3-47a3-bcee-a0ffd37ff1b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358119 ms
Total Talk Time (AGENT): 74711 ms
Total Talk Time (CUSTOMER): 63646 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/e05c3c59-b3d3-47a3-bcee-a0ffd37ff1b6_20250623T16:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I have a cancer policy.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] Through you guys and I have retired and I have um
[CUSTOMER][NEUTRAL] I teach and so they cut my checks through July. I need to know who to make that payment to now.
[AGENT][NEUTRAL] OK, sure. I can have someone assist you with that, ma'am. Can you please give me your policy?
[CUSTOMER][NEUTRAL] Um, they have written down 2216.
[AGENT][NEUTRAL] OK. That's not gonna be enough numbers. Do you have another number you can give me, ma'am?
[CUSTOMER][NEUTRAL] No, it's just group number 2216 is all it says.
[AGENT][NEUTRAL] OK. OK, 2216. That, that's a good number. OK, tell me your name, please. [PII], is that right?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And let me just verify that we have your information correct. What's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And can you verify your address and your email address for me?
[CUSTOMER][NEUTRAL] Um, that my, my address may have changed because I think I took this policy out in and whatever my new address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Can you give me your, um, callback number just in case we lose connection, please, Miss [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Can I, can I give, what do you need?
[AGENT][NEUTRAL] Your callback number, please, your phone number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. OK, thank you Miss [PII]. If you'll please hold on the line for me, I will have a representative assist you with this, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. You have a great day. Hold on just a moment for me, please.
[CUSTOMER][NEUTRAL] Referring.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, thank you so much for your patience. I'm still waiting on a representative. Do you want me to keep, keep you in the queue or would you like for someone to give you a call back? Would you like to continue to wait or would you like for a callback?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I guess you could call me back.
[AGENT][NEUTRAL] Either one is fine. OK. And it's a [PII]. Is that right, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. Well, I will have someone return your call, OK?
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] All righty. Thank you.
[AGENT][POSITIVE] You're so welcome, Ms. Ha. You have a great afternoon, OK?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Um, thank you. Bye bye.