AccountId: 011433970860
ContactId: 01264cb2-fd92-4e7f-b1b6-ba55118535fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123250 ms
Total Talk Time (AGENT): 57920 ms
Total Talk Time (CUSTOMER): 47660 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/01264cb2-fd92-4e7f-b1b6-ba55118535fe_20250501T21:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. I'm trying to um verify benefits on a member.
[AGENT][POSITIVE] Yeah, I can check benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], can I get a good
[CUSTOMER][NEUTRAL] [PII] Uh-huh.
[AGENT][POSITIVE] Yes sir thank you. Can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then can I get that policy number, please?
[CUSTOMER][NEUTRAL] Yes. It's uh 950-149.
[AGENT][NEUTRAL] Alright, one moment please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course, uh, what was the name and date of birth for this number? Oh, I'm sorry, it's uh [PII].
[CUSTOMER][NEUTRAL] How do I spell your name, [PII]?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. So, thank you, [PII]. It's um [PII] [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. So this policy terminated, uh, [PII]. If you'll give me one moment, I'll see if they might have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So they currently do not have any active policies with us. They did have one other, but that one terminated [PII].
[CUSTOMER][NEUTRAL] OK. OK, [PII]. Um, thank you so much. What's the first initial of your last name and the reference number?
[AGENT][NEUTRAL] Sure, it's
[AGENT][NEUTRAL] Absolutely, a reference number would just be my first name, last initial, and today's date and so my last initial is [PII] and was there any.
[AGENT][NEUTRAL] Can help you with [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much, [PII], for your help.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Yeah, thanks for calling APLO. You have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.