AccountId: 011433970860
ContactId: 0065bbb8-3de7-440f-8153-8991e2dd2b30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172139 ms
Total Talk Time (AGENT): 60860 ms
Total Talk Time (CUSTOMER): 71978 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/0065bbb8-3de7-440f-8153-8991e2dd2b30_20250611T19:28_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] Yeah, um, I just got this in the mail, this, um, uh, I guess from APL. I just wanted to see if, uh,
[CUSTOMER][NEUTRAL] You know, about the eligibility.
[CUSTOMER][NEUTRAL] I'm not sure that.
[AGENT][NEUTRAL] It's active.
[CUSTOMER][NEUTRAL] It, yeah, I'm not sure if it's active or not.
[AGENT][POSITIVE] OK, well, I can definitely check and see for you if it's active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII]. My number is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 5781
[AGENT][NEUTRAL] Thank you for that. and Ms. [PII], may I have the policy certification number on the card that you have?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Where would that be?
[AGENT][NEUTRAL] Um, it should
[AGENT][NEUTRAL] Be on the front of the card, it may be in the middle or to the top or to the left, but it should say policy sir, it should start with a 01 or 02.
[CUSTOMER][NEUTRAL] 012.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] 02621448
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member, I'm sorry, can you verify your first.
[AGENT][NEUTRAL] Your date of birth, mailing, and email address on file.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII].
[CUSTOMER][NEUTRAL] You mean my address or my?
[AGENT][NEUTRAL] Um, both the mailing and email.
[CUSTOMER][NEUTRAL] The mailing is [PII]. My email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I am showing the policy is active. Um, it's been effective since [PII].
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thanks.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. Bye-bye.