AccountId: 011433970860
ContactId: 54d5099d-0c72-47af-be17-282aff9f77cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133710 ms
Total Talk Time (AGENT): 42252 ms
Total Talk Time (CUSTOMER): 53877 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/54d5099d-0c72-47af-be17-282aff9f77cf_20250625T19:38_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] It's good afternoon. Yes, my name is [PII], and I had this paper. I, I didn't, it's called APL character. What is this, the surname? What kind of insurance, what kind of insurance is this?
[AGENT][NEUTRAL] Uh, we have several, yeah, what's your policy number? verify what policy you have with us.
[CUSTOMER][NEUTRAL] I would get my
[CUSTOMER][NEUTRAL] 608.
[CUSTOMER][NEUTRAL] 01.
[AGENT][NEUTRAL] Uh, no, sorry, do you see a card or a policy certificate number?
[CUSTOMER][NEUTRAL] Did you hear me?
[CUSTOMER][NEUTRAL] Of course, let me see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it's for yeah.
[CUSTOMER][NEUTRAL] The group number is 7.
[CUSTOMER][NEUTRAL] It's 70051.
[CUSTOMER][NEUTRAL] Uh oh, policy certificate 0 is 02517714.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address please.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, I sure you had a policy with us or a medical and dental policy with us, but they terminated [PII].
[CUSTOMER][NEUTRAL] Well, OK, what company was this way?
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] What company was this with?
[CUSTOMER][NEUTRAL] I ain't never used this uh this uh uh what's coming with insurance with?
[AGENT][NEUTRAL] It was through Focus Workforce management.
[CUSTOMER][NEUTRAL] Oh, OK, OK then, yeah, that's, that's why I used to work a long time. Alright, thank you.
[AGENT][POSITIVE] Yes sir, thank you for calling APL. Have a great day.