AccountId: 011433970860
ContactId: 6e0045b7-5e08-4940-a877-45b57912862e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 114860 ms
Total Talk Time (AGENT): 52569 ms
Total Talk Time (CUSTOMER): 51428 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/6e0045b7-5e08-4940-a877-45b57912862e_20250320T19:11_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] Look at that, please.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, my job used to offer us to have like a group policy, but I am just wondering if you guys do, um, like, like personal private policies.
[AGENT][NEUTRAL] Unfortunately all of our policies are group policies. Now if you were, are you still with the you're no longer with your employer?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I am um but they were bought out and the new company doesn't offer it.
[AGENT][POSITIVE] Oh, I see. Yeah, it would, it would be offered through your employer. I'm so sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][NEUTRAL] Anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, can you just see it when like the last day of the coverage is by chance?
[AGENT][POSITIVE] Sure, it would be my pleasure. What is that policy number?
[CUSTOMER][NEUTRAL] It is 2,335,900.
[AGENT][NEUTRAL] Thank you. And Ms. [PII], do you mind verifying your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] Sure, my date of birth is [PII] and the address is [PII].
[AGENT][NEUTRAL] Can you verify your phone number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. And that was with Palm Beach Pediatrics?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] We have not received notification determine the policy yet, so it's still active as a.
[AGENT][NEUTRAL] As of right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] So it's been my pleasure. Anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Ms. [PII], thank you for calling APL, and I hope you have a great afternoon.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.