AccountId: 011433970860
ContactId: bd20aad0-79e6-498f-8824-422d9c03b0c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79809 ms
Total Talk Time (AGENT): 30090 ms
Total Talk Time (CUSTOMER): 31735 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/bd20aad0-79e6-498f-8824-422d9c03b0c0_20250530T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I was calling because I had these cards in my purse for a long time and I wanted to see if this is.
[CUSTOMER][NEGATIVE] Not effective anymore.
[AGENT][NEUTRAL] OK, [PII], let's take a look. What is the certificate number or in hospital number? Do you have something like that on your card?
[CUSTOMER][NEUTRAL] Yeah, it says in hospital benefits.
[CUSTOMER][NEUTRAL] Certification number?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] It's 023.
[CUSTOMER][NEUTRAL] 007.
[CUSTOMER][NEUTRAL] 05
[CUSTOMER][NEUTRAL] M [PII].
[AGENT][NEUTRAL] Thank you. And then for verification, can I get your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. This was a secondary plan it looks like you had with us. It did terminate uh this year in January, so it is no longer active.
[CUSTOMER][NEUTRAL] OK, just wanna make sure before I throw them away.
[AGENT][POSITIVE] No problem, [PII].
[CUSTOMER][POSITIVE] Thank you, you have a great weekend.
[AGENT][NEUTRAL] You too. Bye-bye.