AccountId: 011433970860
ContactId: 3960823c-577e-4d5d-ab65-06a999e81f9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147679 ms
Total Talk Time (AGENT): 28568 ms
Total Talk Time (CUSTOMER): 74870 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/3960823c-577e-4d5d-ab65-06a999e81f9d_20250327T14:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII]. My husband has an appointment on Monday and they said my insurance doesn't exist, that it's canceled, but it comes out of my check every week.
[AGENT][NEUTRAL] OK, [PII], are you the insured?
[CUSTOMER][NEUTRAL] Cooper
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what do you have a policy number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, 02351659.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] in
[CUSTOMER][NEUTRAL] Germany's opening up.
[CUSTOMER][NEGATIVE] the way that it doesn't work that.
[AGENT][NEUTRAL] And were they calling for benefits for you or was it for um your spouse?
[CUSTOMER][NEUTRAL] My spouse.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] German
[CUSTOMER][NEUTRAL] in water.
[AGENT][NEUTRAL] Let me verify just a few pieces of information with you if you don't mind um can I get a good call back number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And lastly, a good email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, do you have an email address?
[CUSTOMER][NEUTRAL] Oh my god, it's [PII]. Let me check. shit, I got, yeah, I've got 2 emails.
[AGENT][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] It is [PII], yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] Damn it.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yeah, I can hear you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Can you hear me, [PII]?
[CUSTOMER][NEUTRAL] Hello?