AccountId: 011433970860
ContactId: 5f56515d-9a1e-400e-a411-66609453f668
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183949 ms
Total Talk Time (AGENT): 72256 ms
Total Talk Time (CUSTOMER): 47169 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/5f56515d-9a1e-400e-a411-66609453f668_20250422T14:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from the winning smile again, and I just had a couple questions about um [PII].
[AGENT][NEUTRAL] OK, [PII], I believe I spoke to you a little while ago. Uh, what is your callback number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and the policy number?
[CUSTOMER][NEUTRAL] It is 214-611-9.
[AGENT][NEUTRAL] OK, thank you. And you did receive your fax back, is that correct?
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] And again any information provided would be a verification of benefits and not a guarantee of payment. Uh, what is her date of birth?
[CUSTOMER][NEUTRAL] Um, her date of birth is [PII].
[AGENT][POSITIVE] All right, thank you and how can I help you?
[CUSTOMER][NEUTRAL] Um, I just need to verify if she has used any of her Macs for this year.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] No, no, ma'am, as of now, she has not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me, give me, give me.
[CUSTOMER][POSITIVE] And then her waiting periods have been satisfied.
[AGENT][NEUTRAL] Give me just one second.
[AGENT][NEUTRAL] Let me refresh the screen here. One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Yes, she has not. She has not met the deductible nor used any benefits.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And her waiting periods have been satisfied?
[AGENT][NEUTRAL] And I believe her affect.
[AGENT][NEUTRAL] I believe our policy's effective date is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And let me pull her fax back back up.
[AGENT][NEUTRAL] Yes. Everything, the 5 categories that have waiting periods, it's a 12-month waiting period on those.
[CUSTOMER][NEUTRAL] OK, and that was just 12 months from the effective date?
[AGENT][POSITIVE] That is correct. Uh-huh.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] All right and then was there a group name at all?
[AGENT][NEUTRAL] The group name is APL.
[CUSTOMER][NEUTRAL] I didn't
[AGENT][NEUTRAL] A and H group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, and that is all I needed thank you very much.
[AGENT][POSITIVE] Well, you're welcome, [PII]. So again, if that's all I can help you with, thank you for calling APL and I still hope you have a great.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Great day.