AccountId: 011433970860
ContactId: 6ab4cc1b-4e47-41a1-8559-c31527c3fda6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 53819 ms
Total Talk Time (AGENT): 18769 ms
Total Talk Time (CUSTOMER): 26241 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/6ab4cc1b-4e47-41a1-8559-c31527c3fda6_20250609T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. This is [PII] in the Medley Claims department. Um, I have a member on the line. He, his policy expired in January, and he needs someone to mail to him, um, the effective date and the, uh, date that his insurance expired. Would you be able to assist him with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is it, is this an escalation call or is he just asking for some um confirmation documents to be sent to him?
[CUSTOMER][NEUTRAL] Yeah, he just needs confirmation documents.
[AGENT][POSITIVE] OK, so I think that should actually go to the care team. They should be able to take care of that for him.
[CUSTOMER][POSITIVE] OK. Let me get him over to the care team. Thanks for your help.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] All