AccountId: 011433970860
ContactId: ea86ae9b-0077-4799-9e87-c942a70572ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144029 ms
Total Talk Time (AGENT): 58556 ms
Total Talk Time (CUSTOMER): 57459 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/ea86ae9b-0077-4799-9e87-c942a70572ac_20250602T21:11_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes, my name is [PII] and um I um have y'all through my employer but I don't have an up to date card. It says effective date [PII], so I'm just wondering, um, am I still active?
[AGENT][NEUTRAL] OK, um, I can look and see if your policy is active, but just to let you know, you don't get uh new cars like every year, but I can just make sure for you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] OK, and may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] Uh, my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and the
[CUSTOMER][NEUTRAL] And then my policy, oh sorry.
[AGENT][POSITIVE] Oh, no, no, you're good. Go ahead.
[CUSTOMER][NEUTRAL] My policy number is 02.
[CUSTOMER][NEUTRAL] 465-534
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, now I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, date of birth is um [PII].
[CUSTOMER][NEUTRAL] My mailing is [PII].
[CUSTOMER][POSITIVE] And my email is [PII].
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So, yes, ma'am, it's the same card, um, your policy has been active since [PII]. Um you won't get new cards unless there's a change in like the product name or something or if if um like this terms and is reinstated or something and it's a new policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I was just making sure.
[AGENT][NEUTRAL] Yeah, right. Well, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be all.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] OK