AccountId: 011433970860
ContactId: 81269cc7-7d80-4ab5-946a-8d50d340fa0b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182460 ms
Total Talk Time (AGENT): 38830 ms
Total Talk Time (CUSTOMER): 86235 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/81269cc7-7d80-4ab5-946a-8d50d340fa0b_20250224T18:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII] and I'm calling from the insurance company Community Care. How are you?
[AGENT][NEUTRAL] I'm fine. How are you?
[CUSTOMER][POSITIVE] I'm doing all right, thank you for asking.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I'm calling to check eligibility on a mutual member, please.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] Oh sure um my best callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] please.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Um, I do, uh, that showed to be 023.
[CUSTOMER][NEUTRAL] 890.
[CUSTOMER][NEUTRAL] 20 for [PII].
[AGENT][NEUTRAL] And what is her date of birth?
[CUSTOMER][NEUTRAL] Uh, that is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you wanted to know the eligibility for this policy?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, I can look that up for you. The effective date was [PII]. The policy is active.
[CUSTOMER][NEUTRAL] Gotcha. And is this a uh gap policy?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Um, and is [PII], is she the only one on this policy?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She has 2 dependents.
[CUSTOMER][NEUTRAL] Got you. Um, are those dependents [PII], uh, date of birth [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Got you. And is the other one [PII], uh, date of birth [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Got you. And do they have the same original effective date of the [PII]?
[AGENT][NEUTRAL] They do.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect. I think in that case that's everything that I need other than uh if you have a reference number for the call if I could have that please?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date.
[CUSTOMER][POSITIVE] Well, that works.
[CUSTOMER][POSITIVE] Great, I will go ahead and get them updated and thank you for the help, [PII].
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye