AccountId: 011433970860
ContactId: 47b14828-847f-4ed1-81ef-170e488096ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112129 ms
Total Talk Time (AGENT): 52842 ms
Total Talk Time (CUSTOMER): 31891 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/47b14828-847f-4ed1-81ef-170e488096ce_20250415T13:37_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yeah, I'm trying to see, uh, was my insurance still valid?
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] 02482540
[AGENT][NEUTRAL] Mr. [PII], could you verify your mailing address and your date of birth?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] What city and state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the email address that we have on file for you?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] Thank you, Mr. [PII] and you're calling to verify if your policy is still active, correct?
[AGENT][NEUTRAL] Look like your policy terminated [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] [PII]. Let me see if you got another active policy here.
[AGENT][NEUTRAL] No, that's the only policy you had was a dental policy that terminated a year ago.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today? Are you just looking to, you, you don't remember who your your benefits is with and you're trying to verify who they are with.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] You might wanna reach out to your employer. Reach out to your, your benefit coordinator, your um employer, and verify who your insurance is with.
[CUSTOMER][NEUTRAL] Yeah, that's what I'm trying to do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.