AccountId: 011433970860
ContactId: a9439443-cb15-4a17-be91-ce4b7bd8d6b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428119 ms
Total Talk Time (AGENT): 66158 ms
Total Talk Time (CUSTOMER): 69898 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/a9439443-cb15-4a17-be91-ce4b7bd8d6b3_20250609T18:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I um had coverage with y'all through a former employer.
[CUSTOMER][NEUTRAL] And I need to get proof of that coverage for both me and my husband.
[AGENT][POSITIVE] OK, I can help you with that. Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh-huh. My name is [PII]. The phone number is [PII].
[CUSTOMER][NEUTRAL] And I'm sorry, I apologize, what was your name again?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Give me just a moment. And what is your policy number?
[CUSTOMER][NEUTRAL] It was to do do you want the member ID or the group number?
[AGENT][NEUTRAL] Uh, the member ID if you have it.
[CUSTOMER][NEUTRAL] Uh huh D 419.
[CUSTOMER][NEUTRAL] 0202600
[CUSTOMER][NEUTRAL] And it was back in [PII] just uh are you award job.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] Um, is it alright if I look you up by your social?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and what is that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Give me just one moment.
[AGENT][NEUTRAL] And what did you say the last name was? or first and last name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], I'm [PII]. My husband's [PII].
[AGENT][NEUTRAL] OK, give me just one second.
[AGENT][NEUTRAL] And can I get you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me just one minute.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] I'll get a request to get that put in, so one moment.
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] Right, I just put in a request to get that sent out to you. Uh, is there anything else I can help you with until then?
[CUSTOMER][NEUTRAL] Um, will it be mailed or emailed or?
[AGENT][NEUTRAL] I believe it will be mailed.
[CUSTOMER][NEUTRAL] OK, so there's no way to get it sooner than that?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Yeah it looks like it's going to be mailed.
[CUSTOMER][NEUTRAL] OK, can you, um, at least let me know, um, can you verify the dates for me because I showed that it was, um, [PII].
[AGENT][NEUTRAL] OK, so the policy effective date was [PII] and the policy lapsed on [PII].
[CUSTOMER][POSITIVE] OK, all right, thank you so much I appreciate it.
[AGENT][POSITIVE] Alright, thank you so much for calling [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] But