AccountId: 011433970860
ContactId: 14c0abb4-5418-4066-917d-7d9dd377b056
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393959 ms
Total Talk Time (AGENT): 95666 ms
Total Talk Time (CUSTOMER): 68604 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/14c0abb4-5418-4066-917d-7d9dd377b056_20250224T15:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling on behalf of my son [PII], and we need to get his eligibility date for a policy, um, that was active in [PII].
[AGENT][NEUTRAL] All right, let's take a look. Do you have the old policy number for him?
[CUSTOMER][NEUTRAL] Um, let me see if I have the policy number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I do not have the policy number, but I have all his information and he's here with me.
[AGENT][NEUTRAL] OK, so yeah, we can look it up by name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] OK, I have his name is [PII].
[AGENT][NEUTRAL] First name is [PII], is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And then last name is, can you spell [PII]?
[CUSTOMER][NEUTRAL] Uh-huh. [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Check on
[AGENT][NEUTRAL] And what state does he reside in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][POSITIVE] I appreciate your patience. I'm just trying to find something that I'm, you know, having to search through all the names that match, so it's just taking me a moment here.
[CUSTOMER][NEUTRAL] Cause I can, I know approximately, I just don't know when it ended.
[CUSTOMER][POSITIVE] But if that helps.
[AGENT][NEUTRAL] Was he like a, was he a dependent on the policy or was he the policy holder?
[CUSTOMER][NEUTRAL] Policyholder.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 1798. OK.
[AGENT][NEUTRAL] Do you mind giving me a social? It may just be a quicker way to search instead of going through every [PII].
[CUSTOMER][NEUTRAL] OK, no problem. It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] All right, thank you so much. Let me try that. That might be more efficient, better use for time here.
[AGENT][NEUTRAL] OK, there we go, found them.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, so it looks like the effective date on the policies with us was [PII], and it shows they ended [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it would not cover any claims after the [PII] even if they're associated with the same accident, correct?
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] Alright, I'm gonna try to put in some um claims online. That's why I was wanting to know and the first question they asked me was the end date.
[CUSTOMER][NEUTRAL] Um, um, when I was requesting the medical records, I was like, well, there's no point of getting the records after the date that for his claim.
[AGENT][NEUTRAL] Oh yeah, absolutely. I'm sorry that took me a moment to find, but yeah, after the [PII], it looks like that would be the last date.
[CUSTOMER][POSITIVE] OK, thank you so much you have a great rest of your day.
[AGENT][POSITIVE] You too take care bye bye.
[CUSTOMER][NEUTRAL] OK.