AccountId: 011433970860
ContactId: 2af27aae-ea61-44bd-be59-d797d7b7307e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155399 ms
Total Talk Time (AGENT): 49008 ms
Total Talk Time (CUSTOMER): 66090 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/2af27aae-ea61-44bd-be59-d797d7b7307e_20250611T19:12_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, yes, I might have hit the wrong section, but I was just curious. I was trying to find out, um, I'm on my dad's insurance plan and I was just trying to make sure and see if I still had insurance or how that works because he sent me the cards, but I don't.
[CUSTOMER][NEUTRAL] I wanted to make sure
[AGENT][NEUTRAL] OK. Do you have the policy number or certificate number from that card?
[CUSTOMER][NEUTRAL] Yeah, let me find it on here. There it is. OK. Uh, it is 02.
[CUSTOMER][NEUTRAL] 55
[CUSTOMER][NEUTRAL] 8028.
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] And what was your name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] in [PII].
[AGENT][NEUTRAL] And what is your address? Or the address on the account?
[CUSTOMER][NEUTRAL] Uh, it could be his work or home, but, uh, let me just, I'll give you one of them and if you can talk. It's uh [PII].
[AGENT][NEUTRAL] Uh, looks like we've got a [PII].
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, OK, [PII].
[AGENT][POSITIVE] OK, yes, that's right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, it looks like this is still active, yes.
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][NEUTRAL] OK, and do you know when that goes through?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] I don't have a term date. It looks like it's paid through [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, but I still have it active and there's no term date on file yet.
[AGENT][NEUTRAL] Did he
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, yeah, yeah, no, I, I'm sure he is, he just told me to call because I didn't know how it works with age because.
[CUSTOMER][NEUTRAL] I'm [PII] and I didn't know if that was the cut off or whatever and he just told me to call and figure all that out but I forgot it.
[AGENT][NEUTRAL] Yeah, I don't show
[AGENT][NEUTRAL] Yeah, um, I don't, I don't show it Terminated yet. When, um, let's see, I wanna make sure.
[AGENT][NEUTRAL] But you turned [PII] in August, correct? Or no, you're already [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, I'm already [PII].
[AGENT][NEUTRAL] No, we don't have it turned, so it, it looks like it's active.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Yes ma'am, you too, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.