AccountId: 011433970860
ContactId: b0105c66-f78a-4727-ae6b-0733600536e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153070 ms
Total Talk Time (AGENT): 46387 ms
Total Talk Time (CUSTOMER): 71335 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/b0105c66-f78a-4727-ae6b-0733600536e9_20250620T20:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling because um I just pulled up my, um, I, my um card on your on file and I see it has um.
[CUSTOMER][NEUTRAL] The fact the date is from [PII].
[CUSTOMER][NEGATIVE] [PII], so that means it is I would no longer have coverage.
[AGENT][NEUTRAL] Alright, let me look into that um is it for your policy?
[CUSTOMER][NEUTRAL] Yeah, with through my job. Mhm.
[AGENT][NEUTRAL] OK, um, what is your policy number?
[CUSTOMER][NEUTRAL] It's 1542282.
[AGENT][NEUTRAL] And can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can I get you to verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And you said that you are.
[CUSTOMER][NEUTRAL] I'm looking at the card, yes, and I see that the effective date is like [PII]. That's next month. So I'm trying to see if that means it's.
[CUSTOMER][NEUTRAL] You know, it's
[CUSTOMER][NEUTRAL] That's when it, you know, I no longer have coverage or what?
[AGENT][NEUTRAL] No, so your employer pays monthly and it just means that they paid theirs, so you, yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, I'm not showing anything that's showing that your your policy is lapsing. It's just showing that it's it's been paid up until then, so then come towards the end of July or towards July they'll pay for your August, um, but no, I'm still showing your policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK, thank you, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] OK. All right, bye-bye.
[AGENT][POSITIVE] You have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Mm bye.