AccountId: 011433970860
ContactId: 6d6e605d-6464-4cba-943a-d30c117712a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158300 ms
Total Talk Time (AGENT): 63047 ms
Total Talk Time (CUSTOMER): 58717 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/6d6e605d-6464-4cba-943a-d30c117712a0_20250613T20:21_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I have had your insurance for so many years. I would like to get a copy of my benefits.
[AGENT][NEUTRAL] OK, well,
[CUSTOMER][NEUTRAL] Just to update my records.
[AGENT][POSITIVE] Oh, sure, I'll be more than happy to get you a copy of your benefits. And Miss [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] My phone my cell number is [PII].
[AGENT][POSITIVE] Thank you, and your policy number whenever you're ready.
[CUSTOMER][NEUTRAL] 00457047
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, and I have you here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] And my email, you ready for it?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's my last name [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And would you like the copy um emailed to you or mailed to your home address or both?
[CUSTOMER][NEUTRAL] I would like it uh sent by mail.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] All right. So I am putting in the request now for the mailed version of your um policy to be mailed to your home address here on file. And was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, there's no uh buyout or anything with this policy, is there?
[AGENT][NEUTRAL] No, ma'am. Not on the cancer policy.
[CUSTOMER][NEUTRAL] OK. I just want to be sure.
[CUSTOMER][NEUTRAL] Cause I'm getting on up there in age.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that's all.
[AGENT][POSITIVE] Well, that's what we're here for. All right, well, thank you.
[CUSTOMER][POSITIVE] I appreciate your help.
[AGENT][POSITIVE] You're welcome. Well, thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You have a good day.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] You too, [PII]. Bye-bye.