AccountId: 011433970860
ContactId: 08ca1227-64a5-4674-af78-dac1987ec313
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88139 ms
Total Talk Time (AGENT): 36328 ms
Total Talk Time (CUSTOMER): 35859 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/08ca1227-64a5-4674-af78-dac1987ec313_20250122T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] I'm calling to get your insurance benefits for a member.
[AGENT][POSITIVE] OK, yeah, I can check benefits for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] All right, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. The policy number is 01822.
[CUSTOMER][NEUTRAL] 361 ML 8.
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm gonna spell the last name which is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, thank you for verifying that [PII]. Uh, so this policy actually terminated [PII]. If you'll give me one moment, I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, they do not, this was the only policy they had with us.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with?
[CUSTOMER][POSITIVE] That'd be all, thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.