AccountId: 011433970860
ContactId: 085b35ad-3173-4615-bf20-63a58e080130
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111769 ms
Total Talk Time (AGENT): 52128 ms
Total Talk Time (CUSTOMER): 43519 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/085b35ad-3173-4615-bf20-63a58e080130_20250211T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. My name is [PII], calling to see if this uh plan is still in effect, this policy.
[AGENT][NEUTRAL] Sure, I can check to see if the policy is still active. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes. I have a direct line, [PII].
[AGENT][NEUTRAL] I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Got it. Thank you. Sorry, kind of cut out there. All righty. And then, uh, [PII], did you have that policy number?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yes, I do. 02578795.
[AGENT][NEUTRAL] All right, thank you, one moment.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, but it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the initial to your last name, [PII]?
[AGENT][NEUTRAL] It's A
[CUSTOMER][NEUTRAL] OK, and can I get a call reference number for our call today?
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date. And was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I think that's it. Thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too, bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.