AccountId: 011433970860
ContactId: c524b447-574b-4b78-89f9-f968cb9e418e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87300 ms
Total Talk Time (AGENT): 36348 ms
Total Talk Time (CUSTOMER): 35660 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/c524b447-574b-4b78-89f9-f968cb9e418e_20250203T21:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Can I give you the group number or the policy, sir, something that you can tell me if we still have available for this?
[AGENT][NEUTRAL] Yes, may I have your policy number?
[CUSTOMER][NEUTRAL] 02512938
[AGENT][NEUTRAL] May I have your name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And may I have a good call back number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Please verify your mailing address and email.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. This plan is no longer active as of [PII].
[CUSTOMER][POSITIVE] Wow, that's effective, uh, and actually the card that I have is effective date, so it's no longer active.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] On the same day. So the same day they were active, they went inactive?
[AGENT][POSITIVE] Correct. That is what it's looking like in our system.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're so welcome. Thank you for calling American Public Lifero. Have a great day. Bye.
[CUSTOMER][NEUTRAL] Bye.