AccountId: 011433970860
ContactId: b622e5b6-e63b-4246-8910-bce045b578d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109010 ms
Total Talk Time (AGENT): 31501 ms
Total Talk Time (CUSTOMER): 49250 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/b622e5b6-e63b-4246-8910-bce045b578d9_20250609T17:27_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I received uh some cards in the mail. Could you tell me what these cards are for?
[AGENT][NEUTRAL] Um, does it have a certificate number on the front of the card?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh.
[CUSTOMER][NEUTRAL] I have 02.
[CUSTOMER][NEUTRAL] 63
[CUSTOMER][NEUTRAL] 658-8, I think, let me get my glasses.
[AGENT][NEUTRAL] What was your first and last name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And could you provide your date of birth for me, Miss [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your address and email address?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Or they might have it's [PII]. I don't know which one they.
[AGENT][NEUTRAL] So it looks like this is for your hospital indemnity policy. It's like a limited medical plan.
[AGENT][NEUTRAL] Um, that your employer has providing you.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] My employer provided.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Do I, I've never applied for the hospitalization because my husband has the insurance or whatever, so I don't know how my name got into this.
[AGENT][POSITIVE] OK, you just wanna contact your human resources with your employer and they'll be able to assist you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK. Thanks for calling [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Bye.