AccountId: 011433970860
ContactId: 5ccdaafd-469e-4326-a2db-94c5dc3cc0d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159149 ms
Total Talk Time (AGENT): 71958 ms
Total Talk Time (CUSTOMER): 64081 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/5ccdaafd-469e-4326-a2db-94c5dc3cc0d8_20250205T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII]. I need to get an effective date on a patient, please.
[AGENT][NEUTRAL] Yeah, I could check that effective date for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Is that [PII] or [PII], please?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Alrighty. And then, uh, do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It is 01864141, M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK, thank you and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] The name of the insured is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. Uh, so this policy number you gave me, it's effective date was [PII].
[AGENT][NEUTRAL] And it did terminate [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] That he does have one that is currently active. Did you want that information?
[CUSTOMER][NEUTRAL] Oh, yes, can I have the active policy, please?
[AGENT][NEUTRAL] Oh, absolutely, yes. OK, give me just a moment. Let me go ahead and give you this policy number, it is different.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Alrighty, it is 02.
[AGENT][NEUTRAL] 321-779.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] 023-217-79. OK.
[AGENT][NEUTRAL] Correct, so this policy's effective date was [PII], and it is currently active.
[CUSTOMER][NEUTRAL] Was that [PII] or [PII]?
[AGENT][NEUTRAL] And this one.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this one also includes uh his spouse.
[CUSTOMER][NEUTRAL] And, and.
[CUSTOMER][NEUTRAL] And it. OK, perfect. Alright, is there a call reference number for today?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date, uh, so my last initial is [PII] Was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] Nope, that's all I needed very much. I appreciate you giving me the new policy number.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you as well bye bye.
[AGENT][POSITIVE] Thank you bye bye.