AccountId: 011433970860
ContactId: de7d505b-54cc-4c13-96dd-7e5ed5eb78be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139649 ms
Total Talk Time (AGENT): 54987 ms
Total Talk Time (CUSTOMER): 51397 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/de7d505b-54cc-4c13-96dd-7e5ed5eb78be_20250421T17:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Miss [PII], my name is [PII] and I work in the emergency room here in [PII], and I have a patient here that, um, says that he has insurance through his employment with you guys, but he does not have a number for the insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, we can definitely take a look. Do you, [PII], do you have their name or social?
[CUSTOMER][NEUTRAL] Yes, um, the name is [PII]
[CUSTOMER][NEUTRAL] And the social is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me take a look by that and see what I can find here.
[AGENT][NEUTRAL] And then if I could get uh [PII]'s date of birth.
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So sorry.
[AGENT][POSITIVE] Perfect. No, that's totally fine. All right, so it looks like [PII] does have an active policy with us. Effective date on this is [PII], and I can give you this policy number if you need it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] All right. Policy number is gonna be 02.
[AGENT][NEUTRAL] 59.
[AGENT][NEUTRAL] 9411.
[CUSTOMER][NEUTRAL] 02599411
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright, and then you said it is active?
[AGENT][NEUTRAL] Yes, ma'am. Effective date on here is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so very much. I greatly appreciate you.
[AGENT][POSITIVE] You're welcome. Have a good rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.