AccountId: 011433970860
ContactId: f8b62b22-d903-478e-ba07-84ac46bcaa58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111819 ms
Total Talk Time (AGENT): 19221 ms
Total Talk Time (CUSTOMER): 58641 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/f8b62b22-d903-478e-ba07-84ac46bcaa58_20250417T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, yes, [PII]. My name is uh [PII], and I was, is this American Public Life, I mean the insurance?
[AGENT][NEUTRAL] Yeah, American Public Life, yes, sir.
[CUSTOMER][NEUTRAL] That I'm
[CUSTOMER][NEUTRAL] Oh, OK, I'm trying to check on a uh life insurance policy that I have there. The number would be 1640349942.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that's going to be a bit too long to be one of our policy numbers. Um, was this, uh, your policy or was this for somebody else?
[CUSTOMER][NEUTRAL] This is my policy with, I thought it was uh
[CUSTOMER][NEUTRAL] The insurance of [PII], I think that's um but but it's saying that I'm paying it out of my bank account it's saying that I'm paying it to you all.
[AGENT][NEUTRAL] OK, well, well that's not a policy number of ours, I could still.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] American public life.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] She just disappeared.
[CUSTOMER][NEUTRAL] Yeah, I remember they, are they under the umbrella of national life.
[CUSTOMER][NEUTRAL] Mm. Because if we sign you up.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] You know