AccountId: 011433970860
ContactId: 00d70e83-41c6-44a1-b03e-bdd6b2407d1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141779 ms
Total Talk Time (AGENT): 64001 ms
Total Talk Time (CUSTOMER): 57057 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/00d70e83-41c6-44a1-b03e-bdd6b2407d1b_20250307T16:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. Uh, my name is [PII], and I wanted to check coverage.
[AGENT][NEUTRAL] OK, um, I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], are you the insured or are you with a provider?
[CUSTOMER][NEUTRAL] I don't understand your question. I am the insured, and this is through work. This is through work.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK, and you were just needing to check your coverage?
[CUSTOMER][NEUTRAL] Yeah, I just want to see it's been a while since I even, I just pulled out some old paperwork. I was like, yeah, let me just make sure this is still going.
[AGENT][NEUTRAL] Got you. OK, we can get that checked out. um, is, first, if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, no, that's OK.
[AGENT][NEUTRAL] OK, so you didn't wanna give me a call back number?
[CUSTOMER][NEUTRAL] I do have my
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I believe so. It's on this card right here if you're ready.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] 01691262
[AGENT][NEUTRAL] OK, thank you one moment and [PII], what was your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then uh can I get your mailing address?
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] OK, I do have to verify that information [PII] before I can disclose any information regarding the account. Yes, just verifying that what we have is correct.
[CUSTOMER][NEUTRAL] Oh they're trying to
[CUSTOMER][NEUTRAL] You're just trying to verify?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I mean that's all like public information that wouldn't be.
[CUSTOMER][NEGATIVE] Difficult for someone to call in and.
[AGENT][NEUTRAL] So I have to just make sure that it's yours.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Yeah, well, it's [PII].
[AGENT][NEUTRAL] Alright, I appreciate you verifying that. So this policy is no longer active. Uh, it did terminate [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, thanks for that.
[AGENT][NEUTRAL] Of course, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.