AccountId: 011433970860
ContactId: eb90c61b-7fd9-43e5-a1cc-c99d5f295a3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169570 ms
Total Talk Time (AGENT): 45811 ms
Total Talk Time (CUSTOMER): 51629 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/eb90c61b-7fd9-43e5-a1cc-c99d5f295a3e_20250609T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I was double checking to see if I'm still covered under your insurance or not.
[AGENT][NEUTRAL] OK, do you have a policy number?
[CUSTOMER][NEUTRAL] No, I don't have it.
[AGENT][NEUTRAL] OK, I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] Yes, social, um, it's uh [PII].
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, give me just one moment, [PII].
[CUSTOMER][NEUTRAL] OK OK.
[AGENT][NEUTRAL] OK, can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Then what is your address and email address?
[CUSTOMER][NEUTRAL] [PII]. Email address [PII].
[AGENT][POSITIVE] OK, and you have a good callback number in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Uh, yes, looks like I've got this policy effective um and it's active, effective [PII].
[CUSTOMER][NEUTRAL] Uh, I don't even know if I still have the, the, the card. Are you able to send another card?
[AGENT][NEUTRAL] Uh, yeah,
[AGENT][NEUTRAL] Uh, yeah, I can. Do you want me to email that over to your email address you provided?
[CUSTOMER][POSITIVE] Yes, that'll be good.
[AGENT][NEUTRAL] OK, I'll get that emailed over. Just give me a few minutes. And is there anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] Two other things. What is the ID number for that card?
[AGENT][NEUTRAL] Uh, that ID number is
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02094909 and is it possible to send that by mail also?
[AGENT][NEUTRAL] Yes, we can send a hard copy as well.
[CUSTOMER][POSITIVE] OK, very good. All right, thanks a lot for your help today.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] to do right.