AccountId: 011433970860
ContactId: b2386469-0491-4ec6-a150-c58c2b8a8cbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88379 ms
Total Talk Time (AGENT): 27482 ms
Total Talk Time (CUSTOMER): 49940 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/b2386469-0491-4ec6-a150-c58c2b8a8cbe_20250625T16:04_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, I was going through some records and went across some.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] An insurance um card from [PII]. I'm just trying to find out if this is something that's still active or if this is something from the past. Could you like with our name.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, I'll be happy to assist.
[CUSTOMER][POSITIVE] Alright, thank you. What do you need?
[AGENT][POSITIVE] If I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 01927465
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Your name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] And email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] So Ms. [PII], I do show that um this policy termed as of [PII].
[CUSTOMER][NEUTRAL] OK, that's what I figured that it was a one year.
[CUSTOMER][NEUTRAL] Policy through the school, but I had no idea. I just want to verify. Thank you so much.
[AGENT][NEUTRAL] OK, was there anything else I can assist with today?
[CUSTOMER][POSITIVE] That's all I needed. Thank you, bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.