AccountId: 011433970860
ContactId: dbcc807e-ca06-417a-b1d7-f324dbabb621
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189800 ms
Total Talk Time (AGENT): 58096 ms
Total Talk Time (CUSTOMER): 101071 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/dbcc807e-ca06-417a-b1d7-f324dbabb621_20250429T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh hi. Good afternoon. I'm calling from uh specialist office visit. Um, we just need to check if an American public life insurance is active for uh next month for May.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 02138751.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK. And then what's your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Oh, [PII], [PII].
[AGENT][NEUTRAL] OK. And then can you verify your mailing address and email, please?
[CUSTOMER][NEUTRAL] Mhm. Sure. Address is [PII]. Email um is [PII] [PII].
[AGENT][NEUTRAL] OK [PII], it looks like we have a different email on your email on file. Would you like to update that?
[CUSTOMER][NEUTRAL] OK, um, this is uh [PII]. I'm calling from the specialist office visit.
[AGENT][NEUTRAL] Oh, so you're calling from a provider's office? OK.
[CUSTOMER][NEUTRAL] From a doctor's office. I'm
[CUSTOMER][NEUTRAL] Yes, I'm calling from provider's office just to confirm if patient um still active with this insurance.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you and then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK, I see.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. So it looks like the policy is currently active.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Um, OK, can I, can I please have your name one more time, I'm sorry.
[AGENT][NEUTRAL] Yes, of course. It's [PII]. That's [PII]
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. Um, do you have a reference number for this call or it's just your name?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So it would be my name, my last initial [PII], and today's date.
[CUSTOMER][POSITIVE] OK, perfect. OK, thank you so much, [PII]. Have a great day.
[AGENT][POSITIVE] Yeah, thanks for calling APL [PII]. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] OK. OK, bye.