AccountId: 011433970860
ContactId: e60a25c4-b977-4825-a63b-ae0838de3d7a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99720 ms
Total Talk Time (AGENT): 34710 ms
Total Talk Time (CUSTOMER): 47968 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/e60a25c4-b977-4825-a63b-ae0838de3d7a_20250217T14:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hi um my name is [PII] and we received an RA that outlined that a claim was denied due to nonpayment of premium, so I was just calling to verify if the policy has termed or when is their premium due by.
[AGENT][NEUTRAL] OK, yes, ma'am, [PII], I can help you with that. Do you have a policy number?
[CUSTOMER][NEUTRAL] The policy number that I have here is 02169326.
[AGENT][NEUTRAL] Thank you and do you have a callback number?
[CUSTOMER][NEUTRAL] I do. It's a direct line. It's [PII].
[AGENT][POSITIVE] OK, so let me get that pulled up for you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And you're just needing to know if the policy lapsed.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um, yes ma'am, it did lapse on [PII].
[CUSTOMER][POSITIVE] [PII]. Thank you, ma'am that's everything that I need.
[AGENT][POSITIVE] Wonderful, um.
[AGENT][NEUTRAL] So, uh, you don't have any more questions?
[CUSTOMER][POSITIVE] No, that's it. I hope your day is this easy.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Well, you have a wonderful day, [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] You too take care bye bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] from.