AccountId: 011433970860
ContactId: ad0c63bb-6c36-4029-98f8-46d93887e934
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109110 ms
Total Talk Time (AGENT): 52382 ms
Total Talk Time (CUSTOMER): 31645 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/ad0c63bb-6c36-4029-98f8-46d93887e934_20250131T18:44_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Um, I, I was trying to see what my, um,
[CUSTOMER][NEUTRAL] My insurance active?
[AGENT][NEUTRAL] OK, I could take a look and help you, um, see if that insurance is active today. Do you have your policy number handy at all?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have a payer's ID uh, yeah, it's 02571267.
[AGENT][NEUTRAL] OK, perfect. And while I'm pulling up that policy, can I just get your first and last name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you, Ms. [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] All right. Um, would you be able to verify for me, please, your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. And then I do have a couple of pieces of information I just need to verify with you real quick if you could verify your mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you, and then it looks like just the email on file if you can.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. And I do see all of that here. And this policy with us is still active for you, yes.
[CUSTOMER][NEUTRAL] Do you know when it um when it acted, I mean, when it started?
[AGENT][NEUTRAL] I should have started [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure. Thank you. You have a wonderful day, Ms. [PII].