AccountId: 011433970860
ContactId: f1ef10a0-32b6-4c48-8a55-6d10b6261872
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133179 ms
Total Talk Time (AGENT): 45338 ms
Total Talk Time (CUSTOMER): 43490 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/f1ef10a0-32b6-4c48-8a55-6d10b6261872_20250228T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII] I'm just calling to check if the policy is active.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] It is [PII]. That is a direct line extension.
[AGENT][NEUTRAL] May I please have the policy number?
[CUSTOMER][NEUTRAL] It is 165,932,700.
[AGENT][NEUTRAL] That's 165,932,700.
[CUSTOMER][NEUTRAL] Check.
[AGENT][NEUTRAL] OK, that's too many numbers for one of our policy numbers.
[CUSTOMER][NEUTRAL] Mm, that's what the patient provided.
[AGENT][NEUTRAL] May I have their first and last name?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII], which is [PII] Last name [PII]
[AGENT][NEUTRAL] And what was the date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, so the correct policy number is 02.
[AGENT][NEUTRAL] 50.
[AGENT][NEUTRAL] 2654 and it shows that that policy is currently active. The effective date is [PII].
[CUSTOMER][NEUTRAL] [PII]. All right, and you said that your first name was [PII]. May I please have the first initial to your last?
[AGENT][NEUTRAL] It is [PII], so the reference number would be first name, last initial, and today's date.
[CUSTOMER][POSITIVE] Alright thank you so much [PII], for your help and have a great rest of your day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII]. Have a great day as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.