AccountId: 011433970860
ContactId: f9d0225a-b029-4821-a17a-62346b83851a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192660 ms
Total Talk Time (AGENT): 47268 ms
Total Talk Time (CUSTOMER): 53806 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/f9d0225a-b029-4821-a17a-62346b83851a_20250421T16:10_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII]. Um, we're the provider. How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm OK, thank you. I'm not sure if this number has American Pub Life because it's not, but I just wanted to double check. I don't have their policy number. Can I just go ahead and give you their name and date of birth?
[AGENT][POSITIVE] Yeah, that'd be great. What's the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] OK, I'm pulling that up. Give me one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, you found her? Oh, wow, OK.
[AGENT][NEUTRAL] Um, well, I've got several and I can't search by birth date. What state are you in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Or, OK.
[CUSTOMER][NEUTRAL] You want her last 4 of her social?
[AGENT][POSITIVE] Uh, yes, that'd be great.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not seeing the last 4 of that. Is she the policyholder?
[CUSTOMER][NEUTRAL] I have no, I, I think, I think it must have been entered in by mistake because I don't, I don't think she has, I think she only has, and no, I think it was entered in by mistake then.
[AGENT][NEUTRAL] Yeah, I don't, I'm not sharing the last four of that social, um.
[AGENT][NEUTRAL] I do have some [PII].
[CUSTOMER][NEUTRAL] Can I give you her address?
[AGENT][NEUTRAL] Uh, no, I can't look at her address. Um, let me see.
[AGENT][NEUTRAL] Let me look at these policies real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What did you say your birthday was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just a second.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] OK, let me see
[AGENT][NEUTRAL] Mm, that's not it. OK.
[AGENT][POSITIVE] I'm sorry
[AGENT][NEUTRAL] OK, I've got one last policy I'll check.
[AGENT][NEUTRAL] Yeah, I'm not pulling her up in our system.
[CUSTOMER][NEUTRAL] OK, like I said, I think it was done by mistake because someone, I think it was done by mistake because she has something else. OK, I just wanted to double check, no problem.
[AGENT][NEUTRAL] If you
[CUSTOMER][POSITIVE] Thank you bye bye.