AccountId: 011433970860
ContactId: e774fadd-6599-4bed-8609-e998fb5b837c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124349 ms
Total Talk Time (AGENT): 55654 ms
Total Talk Time (CUSTOMER): 50468 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/e774fadd-6599-4bed-8609-e998fb5b837c_20250611T14:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I have a question. Excuse me, I found some paperwork cleaning out today, and I, I don't know if I still have this policy or not.
[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] Uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And Ms. [PII], does it have a um policy number there or um what type of information do you have?
[CUSTOMER][NEUTRAL] It says it says 3, so would that numbers be after the 3 at the policy number?
[AGENT][NEUTRAL] 30, it's probably reference. OK, yes, ma'am, it might be. Uh, I can try it.
[CUSTOMER][NEUTRAL] Like reference
[CUSTOMER][NEUTRAL] OK, OK, 01445826.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] All right, and I have you here. I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And I'm sorry, I'm also showing there's an email address on file. Can you verify that as well?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, this may have been for your job. It's a [PII].
[AGENT][NEUTRAL] CISD.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Oh, OK, yeah, that was work, yes, and I'm, I'm retired, so that's no good anymore.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I'm actually showing that the policy is no longer active. It was effective um from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, and that's when I retired that'll work. OK, so I'll just throw this away then. OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No ma'am, we're good.
[AGENT][POSITIVE] Alright, thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Uh huh thank you.