AccountId: 011433970860
ContactId: a5a256b3-d353-4f53-ba6b-ecc26c46d27a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173020 ms
Total Talk Time (AGENT): 51156 ms
Total Talk Time (CUSTOMER): 76356 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/a5a256b3-d353-4f53-ba6b-ecc26c46d27a_20250228T16:49_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, I just need to check and see if some coverage is still in effect.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] Uh, [PII], last name is [PII]
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] I have a certificate number is that?
[AGENT][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Oh wait, no, I do have a I do have a policy number. Uh, one is 18,610.
[AGENT][NEUTRAL] Well, it sounds like a group number, but give me one moment.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I've got a certificate number. I don't know if that would help.
[AGENT][NEUTRAL] Does it start with a 01 or 02?
[CUSTOMER][NEUTRAL] Uh 0.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Did you ask what the certificate number started with?
[AGENT][NEUTRAL] Yes, ma'am. I asked if it starts with a 01 or 02.
[CUSTOMER][NEUTRAL] 0, 02.
[AGENT][NEUTRAL] OK, what's that number?
[CUSTOMER][NEUTRAL] I have uh I've actually got two policies. I've got this one is uh 02265859.
[CUSTOMER][NEUTRAL] The other one is 852.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK. And Ms. [PII], verify your date of birth, mailing address, and email address for me, please.
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] Email address, it would be [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] Uh, I sure you had a policy with us. Uh, it looks like it terminated [PII] of this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] [PII], perfect that's what I needed to know.
[AGENT][POSITIVE] OK, Ms. [PII], um, well, thanks for calling AP. You have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.