AccountId: 011433970860
ContactId: e1f42161-8451-4586-b7ce-427825768e49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249740 ms
Total Talk Time (AGENT): 74400 ms
Total Talk Time (CUSTOMER): 133918 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/e1f42161-8451-4586-b7ce-427825768e49_20250225T18:58_UTC.wav
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[CUSTOMER][NEUTRAL] not seeing you up here.
[AGENT][NEUTRAL] Hi, [PII]. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII]. And um I was wondering, is my insurance active?
[AGENT][NEUTRAL] I can definitely see if your policy is active. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. Uh, do you have a policy number?
[CUSTOMER][NEUTRAL] I do. I see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hang on, let me, let me get on my wallet real quick.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And now
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes, it's uh 02550129.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK. I'm just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Perfect, last thing I need is the email address we've got on file for you. uh, looks like it's an iCloud account.
[CUSTOMER][NEUTRAL] OK, I do have a account. It's uh TR.
[AGENT][NEUTRAL] OK, can you verify that we have the correct one? Uh huh, go ahead.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] Alright, thank you so much for verifying that information, [PII]. Uh, so this policy is active, um, it has, let's see, give me just a moment, let me go back there.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, it's effective date was [PII]. It is currently active.
[CUSTOMER][NEUTRAL] OK, cause I'm I'm over here and I was trying to use my insurance and she trying to told me that my son's not active.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, I'm not sure.
[CUSTOMER][NEUTRAL] So I'll, I'll let you talk to her. Yeah, I'll, I'll, I'll let you talk to her in a second.
[AGENT][POSITIVE] Yeah, that's perfectly fine.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, yeah, so that way that we could verify this.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] And she and she's a customer right now, so I'll wait a few minutes.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I love that.
[CUSTOMER][NEUTRAL] Hey guys.
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][NEUTRAL] I got my insurance just on the phone so I can't register you without it pulling up through the state system.
[CUSTOMER][NEUTRAL] Because she said she says that is so in order for us to register you, I have to be able to pull you up on provider one. OK, so if you wanna come back Thursday at [PII] and have Miss [PII] help you with state insurance she can.
[CUSTOMER][POSITIVE] OK, so this one is we have to take and I can't pull you up. OK, thank you, thank you, ma'am. I appreciate it.
[CUSTOMER][NEGATIVE] She says she can't take my insurance.
[AGENT][NEUTRAL] Yeah, I heard, um, so yeah, it is unfortunately up to each provider what kind of insurance they choose to accept, um, so if they don't choose to take this, then I mean you could always try calling around and asking if other people would accept APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much. I appreciate it.
[AGENT][NEUTRAL] Of course. Was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Well, I think it should work great, thank you.
[AGENT][POSITIVE] Of course, yeah, thanks for calling us. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Then call this number if we can get it in right now.
[CUSTOMER][NEUTRAL] Oh