AccountId: 011433970860
ContactId: 033dd97c-ea37-4772-a6e8-35c5d9453cd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69279 ms
Total Talk Time (AGENT): 26018 ms
Total Talk Time (CUSTOMER): 25356 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/033dd97c-ea37-4772-a6e8-35c5d9453cd1_20250226T17:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I need eligibility date for a member, please.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility date and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] direct line?
[CUSTOMER][NEUTRAL] And the policy number I have is 017.
[CUSTOMER][NEUTRAL] 40,490.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for this. I'm showing the policy is active and it's been effective since [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, [PII]. That's all I needed for today. Thank you so much. Have a wonderful day.
[AGENT][POSITIVE] OK, you're welcome, [PII]. You also, and thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome. Bye-bye.