AccountId: 011433970860
ContactId: 1d342b50-296f-495d-bef4-2b942db27c1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113279 ms
Total Talk Time (AGENT): 36539 ms
Total Talk Time (CUSTOMER): 54786 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/1d342b50-296f-495d-bef4-2b942db27c1e_20250128T18:45_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Hi, [PII]. I wanted to just make sure that um we're active and, you know, I can use my card. Can you check on that for me?
[AGENT][POSITIVE] I'll be happy to assist with your eligibility. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good contact number for you?
[CUSTOMER][NEUTRAL] Uh-huh, my concept?
[AGENT][POSITIVE] Yes, a good contact number.
[CUSTOMER][NEUTRAL] You, you're asking for my phone? Sure, it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 02552057
[AGENT][NEUTRAL] And if you can please verify your last name, date of birth, and mailing address.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Um, my birthday is [PII].
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[AGENT][NEUTRAL] Thank you for that information. Please be advised the verification of coverage is not a guarantee of payment. Now I do show your um policy actually turned on [PII].
[CUSTOMER][NEUTRAL] Um, it is, say it one more time, I'm not hearing everything.
[AGENT][NEUTRAL] Your coverage ended [PII].
[CUSTOMER][NEUTRAL] OK, that's what I wanted to know cause I did um try to use, I know that my husband's job made a change in the insurance and I don't work there, so, and he never knows what's going on. So I just, OK, so we're all done with you then.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Right. OK. Just wanna make sure. Thank you so much. I appreciate your help.
[AGENT][NEUTRAL] Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] That's all.
[AGENT][POSITIVE] Thank you for calling [PII]. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye-bye.