AccountId: 011433970860
ContactId: 2a54b03d-52b4-4474-a33a-cd4a4839f2e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216750 ms
Total Talk Time (AGENT): 67172 ms
Total Talk Time (CUSTOMER): 79793 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/2a54b03d-52b4-4474-a33a-cd4a4839f2e2_20250210T18:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII], um.
[CUSTOMER][NEUTRAL] I just wanted to activate my um status of my insurance.
[CUSTOMER][NEUTRAL] My policy
[AGENT][NEUTRAL] OK, so I'm sorry, so you're wanting to
[AGENT][NEUTRAL] I'm not aha.
[CUSTOMER][NEUTRAL] Yeah, to check the, yeah, yeah, because I, I didn't, I have never heard of, is it good to to use my policy?
[AGENT][NEUTRAL] OK, what is your policy number, please?
[CUSTOMER][NEUTRAL] I think I don't have that number I can try to find it with uh my social.
[AGENT][NEUTRAL] OK, and what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], verify your date of birth, mail address and email address for me, please.
[CUSTOMER][NEUTRAL] My, my, my, my name, my [PII].
[CUSTOMER][NEUTRAL] My email is [PII].
[AGENT][NEUTRAL] OK. And your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. Um,
[AGENT][NEUTRAL] I show your policy became effective [PII] of this year and then it's active.
[CUSTOMER][NEUTRAL] OK. Do you, what is the policy number? Maybe um what is the number?
[AGENT][NEUTRAL] 257-475-1.
[CUSTOMER][NEUTRAL] 257
[AGENT][NEUTRAL] Correct, 257-475-1.
[CUSTOMER][NEUTRAL] OK. 257-475-1.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So there is no number, there no letter in front, is there any letter?
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] Do you, uh, you don't have any card for, for this policy. Do you have any card or what are the hospitals that I'm supposed to go, um, I'm supposed to go?
[AGENT][NEUTRAL] Well, we don't have a list of providers. Um, I can send a request for your card to be mailed out to you or uh we do have an online service center to where you can set up an account to view your policy as well as print out any temporary cards.
[CUSTOMER][NEUTRAL] So you don't have um any any particular provider so.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, so I can, I, I, I can go to [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with? Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Just one
[CUSTOMER][NEUTRAL] No, no, nothing else.
[AGENT][POSITIVE] OK, uh thanks for calling APO Mr. [PII], and you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Alright