AccountId: 011433970860
ContactId: 699cca9e-da49-402b-8486-945e67213e1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231369 ms
Total Talk Time (AGENT): 76069 ms
Total Talk Time (CUSTOMER): 55480 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/699cca9e-da49-402b-8486-945e67213e1f_20250416T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh hello, this is. I was wondering if you can give me my policy number for my health insurance.
[AGENT][NEUTRAL] Sure, I can. Grant, you said?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And can we use your social security number to make a router?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK, um, can you repeat it to me just a little bit slower, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, let me just a second while the system tries to search it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In what state is this policy issued?
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] All right, and can you verify your date of birth for me, please, and your address?
[CUSTOMER][NEUTRAL] Um, it's [PII], and the address is [PII].
[AGENT][POSITIVE] All right. Thank you very much. And I do have here your policy number. Um, let me know whenever you're ready. I can provide it.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 258.
[CUSTOMER][NEUTRAL] You said oops, hold on. You said 258.
[AGENT][NEUTRAL] 923.
[AGENT][NEUTRAL] 92
[AGENT][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] 9.
[AGENT][NEUTRAL] And that will be for your allow me just a second to look at it.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] That is for an intensive care or critical illness, critical illness policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I do see here another one.
[CUSTOMER][NEUTRAL] And just to be for sure, you said it's true.
[AGENT][NEUTRAL] And for the short
[AGENT][NEUTRAL] For shirt
[AGENT][NEUTRAL] And um critical illness policy.
[CUSTOMER][NEUTRAL] OK, and you said it was 258-923?
[AGENT][NEUTRAL] 9233.
[CUSTOMER][NEUTRAL] 923-3. OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, and for short disability, uh, short term disability policy is um 258.
[CUSTOMER][NEUTRAL] 258
[AGENT][NEUTRAL] 92
[CUSTOMER][NEUTRAL] 92
[AGENT][NEUTRAL] 74.
[CUSTOMER][NEUTRAL] 74.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] OK.