AccountId: 011433970860
ContactId: 54cf2e0c-bb81-4a69-a524-677ac89d83c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89099 ms
Total Talk Time (AGENT): 12211 ms
Total Talk Time (CUSTOMER): 39063 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/54cf2e0c-bb81-4a69-a524-677ac89d83c1_20250422T21:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm trying to see what, um, my coverage is because I've yet to use it and um.
[CUSTOMER][NEUTRAL] I signed up a few uh a couple of months ago.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And um I know we just got out of the hospital cause my daughter was in there and I just wanna make sure when that bill comes at what I need to do, make sure my coverage isn't lapsed cause when I went on the website, um, it said my coverage is lapsed, but um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEGATIVE] I know I had stopped coverage for 1 point and then turned it back on again.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I see, OK, so yeah, we can obviously first check to make sure that it is active.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] I can't hear you.