AccountId: 011433970860
ContactId: fb706bc4-33cc-4677-8a59-56c0537c1c9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 98959 ms
Total Talk Time (AGENT): 48818 ms
Total Talk Time (CUSTOMER): 43447 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/fb706bc4-33cc-4677-8a59-56c0537c1c9e_20250207T22:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling from Memorial Herman Free Service Center. I am wanting to know if um a policy uh is still um effective.
[AGENT][NEUTRAL] Yeah, I can check to see if the policy is active. um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes ma'am I do. It is just a second, let me get that 02304303 Lima 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you and then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy is active. Effective date was [PII], and this is a secondary medical policy, so it is designed to help with co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much and what was your name again?
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with? Oh, it's [PII]
[CUSTOMER][NEUTRAL] Just a second here, do you have a reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date and so my last initial is [PII]
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][POSITIVE] OK thank you [PII].
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.