AccountId: 011433970860
ContactId: 0d4131e0-2371-45bd-a64b-a05d5ad86360
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104260 ms
Total Talk Time (AGENT): 40311 ms
Total Talk Time (CUSTOMER): 43493 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/0d4131e0-2371-45bd-a64b-a05d5ad86360_20250402T18:12_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] Hi, this is [PII]. I'm calling from University of Michigan S Clinton, and I was just checking for eligibility for insurance.
[AGENT][NEUTRAL] OK, well, I can help you with the eligibility, and ma'am, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] Thank you. And for the area code, did you say [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] 02230089
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Um, it's through [PII].
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] Um, I don't have her date of birth since it's for her husband.
[AGENT][NEUTRAL] Oh, you can give the husband's first and last name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active, it's been effective since [PII].
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] No that was it thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome bye bye.
[CUSTOMER][NEUTRAL] Mm bye.