AccountId: 011433970860
ContactId: 3c7e1660-ef34-45df-a972-38e4fd18b707
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96839 ms
Total Talk Time (AGENT): 32540 ms
Total Talk Time (CUSTOMER): 34419 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/3c7e1660-ef34-45df-a972-38e4fd18b707_20250129T20:58_UTC.wav
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[AGENT][NEUTRAL] Maybe
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling because I needed to find out the exact termination date um of my coverage with you because my primary needs to update their records, please.
[AGENT][POSITIVE] OK, I can get that for you. What's your name?
[CUSTOMER][NEUTRAL] Mm [PII].
[AGENT][NEUTRAL] [PII], and what's the policy number she's at?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 1070492
[AGENT][NEUTRAL] OK, and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And she said you are a dependent on the policy, or was it dependent on the policy?
[CUSTOMER][NEUTRAL] My husband's the insured.
[AGENT][NEUTRAL] So that means you were dependent on the policy. Um, I show this policy termed [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I needed to know because Aetna keeps asking me so that they can update their records.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yeah, it's [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate it have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling ATL. If no other questions, have a good day.
[CUSTOMER][POSITIVE] Thanks, you too.
[AGENT][NEUTRAL] Um bye bye.