AccountId: 011433970860
ContactId: aa2c4fdf-520f-419f-99de-371a8a8ebc97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123870 ms
Total Talk Time (AGENT): 48079 ms
Total Talk Time (CUSTOMER): 66056 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/aa2c4fdf-520f-419f-99de-371a8a8ebc97_20250328T15:56_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] and I um found in my wallet a couple of insurance cards from your company and I'm just calling to see if I still need to hang on to these or if the, if we've moved on to another company from I think it was an employer provided uh policy but I'm not sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, I can definitely look into the policies for you and see if they're still active. Um, Ms. [PII], may I have a good contact number in case we're disconnected and then on the card, it should say like in hospitals or outpatient policy er number?
[CUSTOMER][NEUTRAL] I have a policy cert number um but my phone number is [PII] and that cert number is 02133473.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Uh, [PII], um, and then you said email?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing this policy is no longer active as of [PII], um, so you don't need those cards anymore.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. I thought that, but I wanted to make sure. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alright, well, you're welcome. Thanks for calling APL. Have a great weekend.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.