AccountId: 011433970860
ContactId: f777224f-eb70-4b92-a45b-2b349be6c3c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167679 ms
Total Talk Time (AGENT): 46710 ms
Total Talk Time (CUSTOMER): 71441 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/f777224f-eb70-4b92-a45b-2b349be6c3c0_20250314T19:07_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] Hello, good afternoon, uh, my name is [PII] and I was just wondering, uh, about my benefits and stuff like that because I recently applied to this, um.
[CUSTOMER][NEUTRAL] To this insurance company through my job, I just like to know, uh, you know, where am I qualified to go into.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][POSITIVE] Yes, I believe so. Give me one second.
[AGENT][NEUTRAL] May I have that please?
[CUSTOMER][NEUTRAL] Uh, yes, the policy number is 02566955.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And may I have a callback number?
[CUSTOMER][NEUTRAL] Yes, my phone number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and I do need to verify your date of birth.
[CUSTOMER][NEUTRAL] Yes, my date of birth is [PII].
[CUSTOMER][NEUTRAL] a
[AGENT][NEUTRAL] And could you please verify the mailing address and email address on file?
[CUSTOMER][NEUTRAL] Yes, uh, my address is [PII].
[CUSTOMER][NEUTRAL] And um my email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And for the address, I'm needing your city, state and zip.
[CUSTOMER][NEUTRAL] Oh yeah, [PII].
[CUSTOMER][NEUTRAL] And my uh my zip code is [PII].
[AGENT][NEUTRAL] And thank you so much, [PII] for verifying your policy. You are calling in to see what type of policy this is and or benefits. Now, in regards to your policy, it looks like it's no longer active.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The term date, yes, it's showing that the term date was canceled the end of December.
[CUSTOMER][NEUTRAL] Wait, what?
[CUSTOMER][POSITIVE] What if I spoke to, uh, thank you for letting me know about that.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] No, not at all, thank you for your time.
[AGENT][POSITIVE] Thank you for calling American Public Life. Have a great day.