AccountId: 011433970860
ContactId: ee1248f9-6fbf-4c19-bb9f-0c138ff250b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316959 ms
Total Talk Time (AGENT): 54612 ms
Total Talk Time (CUSTOMER): 35989 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/ee1248f9-6fbf-4c19-bb9f-0c138ff250b8_20250331T15:27_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes, is this a life insurance policy please?
[AGENT][NEUTRAL] Uh, yes, we do have some life insurance policies. Um, are you needing to check on your policy?
[CUSTOMER][NEUTRAL] Well, I'm trying to check and see if my mother had a policy with you guys. Uh, I found some paperwork. Uh, she passed on the [PII].
[CUSTOMER][NEUTRAL] And I'm, I'm trying to see, does she, I'm just calling around cause we can't really find her paperwork, so I'm just, just checking.
[AGENT][NEUTRAL] OK. Um, do you have her, do you have something that has like a policy number on it or I can look up my name?
[CUSTOMER][NEUTRAL] I can, OK, I can give you her name, um, [PII].
[AGENT][NEUTRAL] How do you spell that last name?
[CUSTOMER][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Uh, give me just a moment. It's running just a bit slow. Sorry about that.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Do you have your, um, did you say it was for your mom?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, do you have her date of birth?
[CUSTOMER][NEUTRAL] Yes, ma'am, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, can I place you on a brief hold real quick?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, let's see OK what can I do?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Trying to confirm, OK.
[AGENT][NEUTRAL] OK, I'm so sorry about that. Thank you for holding. I was just trying to see what policies that she had and what was, um, it looks like the only thing that we had with her, for her was a dental policy.
[AGENT][NEUTRAL] I don't show a life insurance policy on file.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][POSITIVE] OK, thank you so much. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] But