AccountId: 011433970860
ContactId: 71283afa-a84f-402c-b9e4-63628de6b93c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120300 ms
Total Talk Time (AGENT): 51981 ms
Total Talk Time (CUSTOMER): 60717 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/71283afa-a84f-402c-b9e4-63628de6b93c_20250403T17:51_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I have a policy number to give you. I have a policy. I think it's since lapsed, but I didn't know when it turned. Um, the number is 232-8741.
[AGENT][NEUTRAL] OK, hold on one moment. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm [PII] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], I have your policy here. I just need you to verify your date of birth, um, and the mailing address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that. And then we also have an email address on file, my apologies.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and it looks like the policies were active from [PII].
[CUSTOMER][NEUTRAL] Oh, so [PII], cause I remember one time I was trying to port it over and I didn't know if I actually did, so I never did. Um, OK, so it was inactive as of February. OK, so that would have been after I had my surgery and stuff. OK. I was just making sure I didn't have any benefits all that I hadn't used because I couldn't remember how far ahead I was or not, but I was like, I think it lapsed so it's February.
[AGENT][NEUTRAL] Well, if you
[AGENT][NEUTRAL] And if you see anything that you have from [PII] on, you can file at any time. There's no timely filing so there's like it doesn't expire or anything.
[CUSTOMER][NEUTRAL] I didn't have surgery till August of last year, so it had been expired for a few months. I don't. Yes, ma'am.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Alright, well, was there anything else I could assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] That's it. You have an amazing day, OK? You've been very helpful.
[AGENT][POSITIVE] Yes, ma'am. You too and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.