AccountId: 011433970860
ContactId: 6b69d2ca-f2cd-4a21-a04a-b9a702f431bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103870 ms
Total Talk Time (AGENT): 31928 ms
Total Talk Time (CUSTOMER): 55889 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/6b69d2ca-f2cd-4a21-a04a-b9a702f431bf_20250321T14:33_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] A
[CUSTOMER][POSITIVE] Hey [PII], it's [PII]. Happy, uh Friday. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Yeah, good, good, almost home free, another 6 more hours, yeah, hey, um, I, I think it might be you. I need a favor. I might be quicker for you to find it in your system, but let me give you a policy number.
[AGENT][NEUTRAL] Right. Yup, yep.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's 2473409.
[CUSTOMER][NEUTRAL] Her name's [PII].
[AGENT][NEUTRAL] OK, give me just a second.
[AGENT][NEUTRAL] And my page up here.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That what you said.
[CUSTOMER][NEUTRAL] I just need to know when her coverage originally started. Was it [PII]? Did she have a because [PII] is when I got them a better modified Medin product. I just want to know if she had coverage prior to that, and if she did, what was her policy number or?
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, she did. Her prior policy number is 217.
[AGENT][NEUTRAL] 5163.
[AGENT][NEUTRAL] And that went into effect [PII] and termed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK alright cool alright thanks a lot.
[AGENT][POSITIVE] You're most welcome. Have a great day you too bye bye.
[CUSTOMER][POSITIVE] Alright you take care thank you bye.