AccountId: 011433970860
ContactId: 1283b409-6541-46a4-a4d3-928a8f063c65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125099 ms
Total Talk Time (AGENT): 37011 ms
Total Talk Time (CUSTOMER): 52900 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/1283b409-6541-46a4-a4d3-928a8f063c65_20250521T18:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just, uh, I'm calling because I have a question about my insurance with you guys.
[AGENT][NEUTRAL] OK. Do you have your policy?
[CUSTOMER][NEUTRAL] Um, I.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02.
[CUSTOMER][NEUTRAL] 333-434
[AGENT][NEUTRAL] OK. And can I get your name and your date of birth?
[CUSTOMER][NEUTRAL] [PII] and my date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And then can you verify your address and email address for me?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] My address is [PII] and my email address is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's gonna be [PII].
[AGENT][POSITIVE] OK. And how can I help you today?
[CUSTOMER][NEUTRAL] Um, so, I hurt my wrist at work and I wanted to go get it checked out, but I just wanted to know if you guys cover that.
[AGENT][NEUTRAL] And let's see, so it looks like these policies terminated [PII].
[AGENT][NEUTRAL] Um, you'd wanna check with your employer, your human resources. They may have switched to a different, uh, carrier or, um, something like that, but these policies with us terminated [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, I did not know that. OK, thank you then.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.