AccountId: 011433970860
ContactId: ecdea3bd-5a7a-4f30-8d6b-29ca621de7f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94449 ms
Total Talk Time (AGENT): 37489 ms
Total Talk Time (CUSTOMER): 39653 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/ecdea3bd-5a7a-4f30-8d6b-29ca621de7f9_20250606T20:39_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. I was calling just to see if, uh, I've got a policy number. I wanna see if it's in effect.
[AGENT][NEUTRAL] OK, I can verify eligibility for you. And your name is?
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, and Mr. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 745403.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Should be for [PII] a cancer policy.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Not.
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] OK. [PII], what's your date of birth? [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] I'm showing her policy had turned on [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's way out of being able to uh
[CUSTOMER][NEUTRAL] Get it reinstated in it.
[AGENT][NEUTRAL] Uh, yes, sir.
[AGENT][NEUTRAL] I can transfer you to customer service and they can verify that, but I think it is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I think there's a time limit to reinstate a policy.
[CUSTOMER][NEUTRAL] Yeah, yeah, I'm sure there is. Uh, and it turned on [PII], is that right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK. All right. Thank you. I appreciate your time.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a great day, Mr. [PII].
[CUSTOMER][NEUTRAL] You bet. Bye-bye.
[AGENT][NEUTRAL] Mhm.