AccountId: 011433970860
ContactId: 514c784d-ed46-415f-801c-0d64a30e0d06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124809 ms
Total Talk Time (AGENT): 59036 ms
Total Talk Time (CUSTOMER): 58548 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/514c784d-ed46-415f-801c-0d64a30e0d06_20250519T16:37_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, I have a quick question. Um, my name is [PII].
[CUSTOMER][NEUTRAL] And I wanted, I know I have this uh insurance, but I'm really wasn't quite sure.
[AGENT][NEUTRAL] OK, go ahead and give me your policy number.
[CUSTOMER][NEUTRAL] Because I think I used it.
[CUSTOMER][NEUTRAL] OK, policy number is 956-546.
[AGENT][NEUTRAL] Alright, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] Alright, [PII], hang on just a second while I'm pulling this up, [PII], go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII], now go ahead and verify your date of birth and your address for me, please, ma'am.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All righty. Thank you for all that information, [PII]. And how can I help you on your uh Medlink supplemental plan?
[CUSTOMER][NEUTRAL] Um, I know they said if I'm in the hospital, they would help me pay for it. We'll pay for some.
[CUSTOMER][NEUTRAL] Medical bills and stuff like that, would it or does it?
[AGENT][NEUTRAL] OK, well, I actually see that this policy, uh, has been terminated since [PII]. Let me go and look to see if you have anything active. Let's see. No, ma'am, you don't have anything active here at APL at all, [PII].
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] No, OK, I must, must be a different one. OK. I really appreciate your time, ma'am. Thank you so much. Uh bye. Yes, ma'am. Thank you, bye.
[AGENT][NEUTRAL] Yeah ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Well, yes, ma'am. Yes, ma'am, [PII].
[AGENT][POSITIVE] Thank you for calling IPU. Have a good day. You too. Bye-bye.
[CUSTOMER][POSITIVE] You have a good day. Thank you.