AccountId: 011433970860
ContactId: e098991e-f48a-4b35-8b59-be0c28bc2a47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146399 ms
Total Talk Time (AGENT): 69097 ms
Total Talk Time (CUSTOMER): 41340 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/e098991e-f48a-4b35-8b59-be0c28bc2a47_20250619T14:50_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, we have a policy with you guys and I've never had a problem and now my doctor is saying that it's not going through.
[AGENT][NEUTRAL] Hm, OK. They like they can't file a claim, or?
[CUSTOMER][NEUTRAL] They say it's not active. Our policy is not active.
[AGENT][NEUTRAL] All right, well.
[AGENT][NEUTRAL] Let me check it. Do you have your policy number?
[CUSTOMER][NEUTRAL] Sure, the policy, OK, see my husband's policy number says 994466.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then what is the first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then I just need to verify date of birth and then address.
[CUSTOMER][NEUTRAL] His date of birth or mine?
[AGENT][POSITIVE] You can give me his. That, that works.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what would be the physical address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so you guys do have an active plan with us. It's a different policy number which I can give you. Do you need me to send you like a card and I can give you the updated info?
[CUSTOMER][POSITIVE] Yeah, that would be great.
[AGENT][POSITIVE] Yeah, absolutely. I'm sorry for the confusion on this.
[AGENT][NEUTRAL] Um, let me know whenever you're ready for the number.
[CUSTOMER][POSITIVE] Sure, I'm ready.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the email on the um policy is [PII]. Is that still a good email?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I can send you a card there, but yeah, your secondary is active. It's um been active for some time, so it's just a new number.
[CUSTOMER][NEUTRAL] OK, alright, let me call them back then with the new number.
[AGENT][NEUTRAL] OK. Yes, ma'am. Anything else?
[CUSTOMER][POSITIVE] Uh, no, that's it. I appreciate it.
[AGENT][POSITIVE] Have a good day. You're welcome.