AccountId: 011433970860
ContactId: 88481818-1fc5-4535-b211-f2b585c0fe7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160259 ms
Total Talk Time (AGENT): 56498 ms
Total Talk Time (CUSTOMER): 70887 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/88481818-1fc5-4535-b211-f2b585c0fe7a_20250312T15:59_UTC.wav
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[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I'm trying to, um, I had this for a while. I found the card in my wallet and I'm trying to figure out do I still have coverage?
[AGENT][NEUTRAL] OK. Can I get your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], is there a policy number on the card that you have?
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] I got a group number or.
[AGENT][NEUTRAL] The policy er number on the card?
[CUSTOMER][NEUTRAL] Let's see out
[CUSTOMER][NEUTRAL] Uh, I think it came, came through from my job. He's got a group number now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Go down near the bottom of the card, there should be a policy um certification number.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Outpatient and inpatient?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, 017.
[CUSTOMER][NEUTRAL] 807
[CUSTOMER][NEUTRAL] 59 M as in Mary, L 7.
[AGENT][NEUTRAL] [PII], what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, give me a moment to pull up your file.
[AGENT][NEUTRAL] You can verify your date of birth, your mailing address, and a good phone number in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, not a good phone number. I got that. I meant your date of birth, your mailing address, and your email address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] That's my date of birth.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] And what else you need?
[AGENT][NEUTRAL] Your, um, mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah I'm showing a different address on file. Um, I'm showing your policy is no longer active. This is to answer your question, if your policy was still active. Yeah, I'm showing it's not active as of [PII].
[CUSTOMER][NEUTRAL] That was uh
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'm just making sure before I throw away the card, right.
[AGENT][POSITIVE] OK, so we. All righty. Anything else, [PII], I can help out with today?
[CUSTOMER][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] Alrighty well thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh.