AccountId: 011433970860
ContactId: 7c7c25ba-812c-473d-b6d0-0baf586da6ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213100 ms
Total Talk Time (AGENT): 89334 ms
Total Talk Time (CUSTOMER): 81785 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/7c7c25ba-812c-473d-b6d0-0baf586da6ea_20250306T19:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Health Advocate on behalf of um a member um calling to get the effective date of a policy.
[AGENT][NEUTRAL] Sure I can get that effective date. Um, I'm so sorry I cut out there at the beginning. What did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 02579090.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. So this policy um is no longer active. It's effective date. I've got this one's, uh, effective date is, uh, [PII] and as the.
[AGENT][NEUTRAL] Termination if you give me one moment, I'll see if they have one that's active. It might just be a different policy number.
[AGENT][NEUTRAL] No, it looks like this was the last policy they had with us.
[CUSTOMER][NEUTRAL] OK, so did they have a policy in the year [PII]?
[AGENT][NEUTRAL] Yes, um, that is a separate policy number. Um, this, I can give that to you when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It is 02.
[AGENT][NEUTRAL] 463-264.
[AGENT][NEUTRAL] And that one's effective date was [PII].
[CUSTOMER][NEUTRAL] OK, so yeah, two policies. So the one for [PII], that one,
[CUSTOMER][NEUTRAL] Termed on what date?
[AGENT][NEUTRAL] Looks like it went to uh the [PII] is what I have as well.
[CUSTOMER][NEUTRAL] OK, got it. So the original policy.
[AGENT][NEUTRAL] Well yeah.
[CUSTOMER][NEUTRAL] In [PII], um, was 0246264.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 63264, yes.
[CUSTOMER][NEUTRAL] 663. OK, let me make sure I get it right so I can pass it over.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] That's 02463264.
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] OK, perfect, perfect. And that was effective [PII].
[AGENT][POSITIVE] Yes ma'am, correct.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, is there like a call reference number?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[CUSTOMER][POSITIVE] Perfect. Thank you, [PII].
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You do the same bye bye.
[AGENT][POSITIVE] Thank you. Bye bye