AccountId: 011433970860
ContactId: 943fe1e6-3a36-4f6a-be42-1a15c155a3ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203940 ms
Total Talk Time (AGENT): 68549 ms
Total Talk Time (CUSTOMER): 80900 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/943fe1e6-3a36-4f6a-be42-1a15c155a3ea_20250410T22:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I have a policy with you guys through my employer, and I'm having a surgery done on Monday and South Miami Hospital is saying that my insurance has been terminated.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, is it 02593413?
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] And the number 7, or the number 8. There's two different ones.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], do you have a good callback number just in case like the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, just a few other pieces of information. What is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Um, it looks like the policy did terminate on [PII].
[AGENT][NEUTRAL] Um, it looks like you need to contact your employer, um, your human resources department to see what's going on because we have a, we have it terminated.
[CUSTOMER][NEUTRAL] So, my card that I have on my hand says effective date [PII].
[CUSTOMER][NEUTRAL] Could it be that I got a new card?
[AGENT][NEUTRAL] Um, do you have a different, uh,
[CUSTOMER][NEUTRAL] Is that possible?
[AGENT][NEUTRAL] No, I would, I should be able to find you in our system. Um, let me see.
[AGENT][NEUTRAL] Let me look at something real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I don't know cause it shows your your policy started [PII] and then termed [PII].
[AGENT][NEUTRAL] So, I'm not sure what.
[CUSTOMER][NEUTRAL] That's weird.
[AGENT][NEUTRAL] Yeah, I, we would have to have something from your employer about if if it's supposed to be reinstated, so I would give them um contact them and see what's going on.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, and OK, and then call you back, right?
[AGENT][NEUTRAL] Um, yeah, or like they would need to contact us if you're supposed to be active, um, but right now we just have it not, it's not active, so.
[CUSTOMER][POSITIVE] Yeah, I paid for it, so let me, I'll call my employer then, and then give you, and like, they'll fix it, I guess. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling ATL. Have a good evening.
[CUSTOMER][NEUTRAL] You too bye.