AccountId: 011433970860
ContactId: 9133251a-b80d-40b8-b7eb-e0e0df28d0db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109739 ms
Total Talk Time (AGENT): 36959 ms
Total Talk Time (CUSTOMER): 46852 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/9133251a-b80d-40b8-b7eb-e0e0df28d0db_20250605T16:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], how are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEGATIVE] I'm good. I'm calling you because I got a letter from you guys, um, and it's saying a limited benefit medical plan. I don't even know who you are or why I'm getting this letter.
[AGENT][NEUTRAL] OK, did it reference a policy number or?
[CUSTOMER][NEUTRAL] It's got a cert number on it.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] Um, 02435504.
[AGENT][NEUTRAL] And what was the letter regarding?
[CUSTOMER][NEUTRAL] Uh, a limited benefit medical plan, um, owner to request to support coverage.
[CUSTOMER][NEUTRAL] I don't even know what this stuff means.
[AGENT][NEUTRAL] Uh, looks like, uh, what was your first and last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like a plan that you had back in [PII] with us through your employer. It was an employer sponsored plan.
[CUSTOMER][NEUTRAL] OK, and is it no longer active?
[AGENT][NEUTRAL] No, it terminated on [PII].
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][POSITIVE] OK, so there's no worries and whatever it is, it doesn't matter anymore.
[AGENT][NEUTRAL] Yeah, I, I mean, it's, it's, yeah, it would be outside the port date. It's um time to port it, so, OK.
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, all right, thanks so much. I appreciate it.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Yep you too.
[AGENT][NEUTRAL] Oh