AccountId: 011433970860
ContactId: a2157d77-6c84-4874-9d22-a30c26062aa9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127980 ms
Total Talk Time (AGENT): 47002 ms
Total Talk Time (CUSTOMER): 68391 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/a2157d77-6c84-4874-9d22-a30c26062aa9_20250226T21:28_UTC.wav
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[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh hi, [PII]. Good afternoon. I'm calling because I would like to verify the status of my insurance, 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] I'm sorry?
[AGENT][NEUTRAL] Do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, the, the outpatient number is 021-911-1.
[CUSTOMER][NEUTRAL] 8 M as in Mom. L as in Louise number 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] About.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] And what was your name?
[CUSTOMER][NEGATIVE] Hating [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[CUSTOMER][NEUTRAL] from that.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Thank you, Ms. [PII], tell us.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] And you were needing to know about a claim status?
[CUSTOMER][NEUTRAL] No, I just wanna know the, the insurance is active and everything is OK, right?
[AGENT][NEUTRAL] OK, hold on just a moment.
[AGENT][NEUTRAL] Yes, ma'am. It is active.
[CUSTOMER][NEUTRAL] OK, and uh does that, does it have any expiration or something?
[CUSTOMER][NEUTRAL] No, he is not.
[AGENT][NEUTRAL] Uh, no, ma'am, it's still showing active right now.
[CUSTOMER][POSITIVE] OK, sounds good. All right, perfect. Thank you very much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that will be all. Thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL. You have a good afternoon.
[CUSTOMER][POSITIVE] Likewise. Thank you. Bye.
[AGENT][POSITIVE] Thank you, bye bye.