AccountId: 011433970860
ContactId: de444e17-5b7b-4a87-a6f3-f6d199fa8e3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151500 ms
Total Talk Time (AGENT): 48429 ms
Total Talk Time (CUSTOMER): 57809 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/de444e17-5b7b-4a87-a6f3-f6d199fa8e3a_20250303T21:42_UTC.wav
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[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] For calling ATL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I have a question. I received this uh policy from my job. I'm just checking what it does for me since I have a procedure to do tomorrow.
[AGENT][NEUTRAL] OK, I can check and see what benefits you have and may I have your name and a callback number just in case you get disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII], that's what it has on the policy.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] OK, do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] I have to pay ID is that it?
[AGENT][NEUTRAL] No, it's gonna be the policy certificate number.
[CUSTOMER][NEUTRAL] I got group number coverage.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I don't see any other number on there. I just.
[AGENT][NEUTRAL] Policy start. It's gonna start with this, it's gonna start with a 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] I have in hospitals benefit certificate number, no.
[AGENT][NEUTRAL] Yeah, that's it.
[CUSTOMER][NEUTRAL] That's it?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, 02.
[CUSTOMER][NEUTRAL] 365131
[CUSTOMER][NEUTRAL] ML 7
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright. One moment.
[AGENT][NEUTRAL] OK, may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Email address [PII].
[CUSTOMER][NEUTRAL] And what was the last one?
[AGENT][NEUTRAL] Mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, this policy is not active. Um, this was uh terminated back in [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Uh, no thank you, appreciate it.
[AGENT][POSITIVE] OK, you're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Alright bye.