AccountId: 011433970860
ContactId: f6198af8-f717-4d88-b421-1bccf1f7b9f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141440 ms
Total Talk Time (AGENT): 65557 ms
Total Talk Time (CUSTOMER): 45290 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/f6198af8-f717-4d88-b421-1bccf1f7b9f7_20250227T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] the people
[CUSTOMER][NEUTRAL] Yes ma'am, my name is uh [PII]. I just wanna know I faxed that paper with y'all about an hour ago, stuff y'all needed.
[AGENT][NEUTRAL] OK. May I have your policy number and I'll look it up.
[CUSTOMER][NEUTRAL] Uh, this is 256-603-0.
[AGENT][NEUTRAL] One moment. And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Can you verify your name, date of birth, mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, this is not for Medli plan. This is what type of plan is this?
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] You're in a different department, one moment.
[CUSTOMER][NEUTRAL] Oh OK so.
[CUSTOMER][NEUTRAL] It's APL, right?
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] Let me just get this pulled up. I do apologize for a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, this is a cancer policy and let's see.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not showing anything on my end being received, so it probably just allows time to transmit over with for yourself.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes ma'am, I just want to let y'all know I've, I'll faxed it out to y'all.
[AGENT][NEUTRAL] OK, so as of right now, I'm not showing it on our system, but it has to.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Transmit over. So check back probably tomorrow.
[CUSTOMER][NEUTRAL] And he looked like OK then.
[CUSTOMER][NEUTRAL] long
[AGENT][NEUTRAL] And we should have received it updated in our system by then.
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it, man.
[AGENT][POSITIVE] Thank you for calling American Public Life, [PII]. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You just
[CUSTOMER][NEUTRAL] OK