AccountId: 011433970860
ContactId: 050d3cfe-f559-46a1-9a6c-2588c6cfe2a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146830 ms
Total Talk Time (AGENT): 52181 ms
Total Talk Time (CUSTOMER): 67333 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/050d3cfe-f559-46a1-9a6c-2588c6cfe2a8_20250129T14:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yes, I just called and um I was trying to um figure out something about get some questions, I mean ask some questions about my insurance.
[AGENT][POSITIVE] OK, well, I can definitely help you with your insurance questions. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that, and Mr. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] 02.
[CUSTOMER][NEUTRAL] 536-666
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Hi. Hey.
[AGENT][NEUTRAL] All right, and I have your policies here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] And the email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um what questions did you have today?
[CUSTOMER][NEUTRAL] Yeah, I wanna know. I just called a while ago and they say, do I still have insurance with y'all?
[AGENT][NEUTRAL] No, sir. So let me see what the dates are. Um, so it looks like your policies.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Your accident policy and your dental policy were both active from [PII].
[CUSTOMER][NEUTRAL] I am.
[CUSTOMER][NEUTRAL] OK, so I don't have interest so.
[AGENT][NEUTRAL] Yes, that's correct. As of [PII].
[CUSTOMER][NEUTRAL] OK, I was just trying to confirm this. I think this, OK, that's all I wanna know.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL Mr. [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] OK, you too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.