AccountId: 011433970860
ContactId: 2100ab4c-9f20-4501-acd1-6d8b074cf8f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76690 ms
Total Talk Time (AGENT): 25373 ms
Total Talk Time (CUSTOMER): 32819 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/2100ab4c-9f20-4501-acd1-6d8b074cf8f7_20250213T20:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, yes, my husband and I received his insurance cards in the mail. Um, I'm not quite sure. Are y'all medical or dental? Because I don't, we have Blue Cross Blue Shield because he's a state employee, so I don't know what this is.
[AGENT][NEUTRAL] OK, uh, what is your name and that policy number, please?
[CUSTOMER][NEUTRAL] But we receive insurance cards now.
[CUSTOMER][NEUTRAL] Um, let's see, do do do.
[CUSTOMER][NEUTRAL] The policy cert number?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0202
[CUSTOMER][NEUTRAL] 9892
[AGENT][POSITIVE] Thank you. And your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I saw you had a policy. Um, it looks like it was a medical policy, but it terminated in [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, well I'll throw these out.
[AGENT][POSITIVE] All right. Well, is there? You're welcome, Ms. [PII]. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] All right thanks alright bye bye.