AccountId: 011433970860
ContactId: 9eedcc08-c843-4fb0-bf1a-8ce60ec2d410
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158970 ms
Total Talk Time (AGENT): 64651 ms
Total Talk Time (CUSTOMER): 64001 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/9eedcc08-c843-4fb0-bf1a-8ce60ec2d410_20250106T14:53_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I was wondering if you could give me my coverage date. I think this was over on [PII], but I wanted to make sure.
[AGENT][POSITIVE] It would be my pleasure to assist you, Miss [PII]. What is your policy number?
[CUSTOMER][NEUTRAL] Um 024.
[CUSTOMER][NEUTRAL] 64009
[AGENT][NEUTRAL] And what is your date of birth and current mailing address?
[CUSTOMER][NEUTRAL] It's um [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And then finally your email if you don't mind.
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] It could it be under a work email?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] At a [PII].
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Oh, maybe [PII].
[AGENT][POSITIVE] Yes ma'am, thank you.
[AGENT][NEUTRAL] OK, that's all right. So, on this dental policy, Ms. [PII], I'm showing that it turned on 62-24.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] 62
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] That's weird.
[CUSTOMER][NEUTRAL] I thought it was [PII] because that's when our new our new policy started [PII].
[CUSTOMER][NEUTRAL] That's strange.
[AGENT][NEUTRAL] I'm checking to see if you have any other, hang on just a second.
[AGENT][NEUTRAL] Now I see an accident policy that started on 9-1-24.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] So definitely I'm looking for dental.
[AGENT][NEUTRAL] And cancel your policy on [PII].
[CUSTOMER][NEUTRAL] Yeah, I still have that right?
[AGENT][NEUTRAL] But your dental, yes, you do. Dental life, disability, and accident all turned on 62 of 24.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much I appreciate your help.
[AGENT][POSITIVE] My pleasure to assist you, Ms. [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it. Just trying to figure out what my coverage was at this time.
[AGENT][POSITIVE] Well, thank you for calling.
[AGENT][POSITIVE] Yes, ma'am. Well, thank you for calling APL and I hope you have a lovely day.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] OK.