AccountId: 011433970860
ContactId: 0a46c5e7-cb90-4be4-84c0-8d5e720e53e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125660 ms
Total Talk Time (AGENT): 41188 ms
Total Talk Time (CUSTOMER): 66761 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/0a46c5e7-cb90-4be4-84c0-8d5e720e53e8_20250214T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Um, I called you earlier regarding benefits. I wanted to see if you're able to help me again. I have another.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's um let me know if you need the policy number.
[AGENT][NEUTRAL] I'm sorry, we were just checking, uh, eligibility.
[CUSTOMER][NEUTRAL] Yes, sorry.
[AGENT][NEUTRAL] OK, no, no, no, you're perfectly fine. OK, um, first, can I get a good callback number from you please, [PII]?
[CUSTOMER][NEUTRAL] I do not know it. I just know it ends in [PII], I believe it's.
[AGENT][NEUTRAL] I do have other.
[AGENT][NEUTRAL] Say it again, I'm sorry.
[CUSTOMER][NEUTRAL] This is the
[CUSTOMER][NEUTRAL] The ending of it is [PII]. I think the rest is from the caller ID [PII], I think it was [PII].
[AGENT][NEUTRAL] Oh, right, right.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, I had a few in between, sorry.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01988210.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for this uh, this number?
[CUSTOMER][NEUTRAL] [PII] and date of birth [PII].
[AGENT][NEUTRAL] OK, so yes, this policy is active, uh, effective date was [PII].
[CUSTOMER][POSITIVE] Perfect. OK, let me just make sure I don't have another one if you don't mind, but I don't have to call you.
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I think it's.
[CUSTOMER][NEUTRAL] Modify.
[CUSTOMER][NEUTRAL] No, OK, thank you, that was it for now.
[AGENT][POSITIVE] Alright, sounds good thanks for calling APL. Have a great rest of your day, of course bye bye.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] You too. Bye.