AccountId: 011433970860
ContactId: ff8568da-acf0-4623-b334-a151c50ff648
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129160 ms
Total Talk Time (AGENT): 55568 ms
Total Talk Time (CUSTOMER): 38098 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/ff8568da-acf0-4623-b334-a151c50ff648_20250203T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How did you say it was [PII]?
[AGENT][NEUTRAL] Oh this is [PII].
[CUSTOMER][NEUTRAL] I can't hear you. Hey, [PII], this is [PII] on the care team. How are you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm doing good. Um, can you look at this policy with me? I have a member asking about a waiver date, but I don't know how to find that.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And what's the policy number?
[CUSTOMER][NEUTRAL] It's 232.
[CUSTOMER][NEUTRAL] 9682.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] So from how she's explaining it, it sounds like it's every 3 months, but I don't know.
[AGENT][POSITIVE] That's good.
[CUSTOMER][NEUTRAL] How to look for that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] June, July, August.
[AGENT][NEUTRAL] October.
[AGENT][NEUTRAL] November and December.
[AGENT][NEUTRAL] Yeah, it looks like it's every 3 months, started in June, so June, July, August, October, November, December, yeah.
[CUSTOMER][NEUTRAL] She says she usually gets it in writing like some type of letter, but she didn't get anything this time. Is there something that we send? I I I've never heard. I mean, I know what she's talking about. I just didn't know about letter and stuff.
[AGENT][NEUTRAL] If she, if they do, that would be um for a question for claims because for billing all we do is apply the waiver or we'll uh take them off waivers so we will like put money into the policy or take money out of the policy but as far as like their actual claim information that that would have to be claims probably.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Claims might send her out a letter but in billing we don't.
[CUSTOMER][POSITIVE] All right well thank you.
[AGENT][POSITIVE] All right thank you.
[CUSTOMER][NEUTRAL] All right. Bye-bye.