AccountId: 011433970860
ContactId: 0e0fee38-3678-4950-bcdf-a953818af87a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88230 ms
Total Talk Time (AGENT): 41570 ms
Total Talk Time (CUSTOMER): 28526 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/0e0fee38-3678-4950-bcdf-a953818af87a_20250521T12:42_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] Yes, can you check eligibility.
[AGENT][NEUTRAL] OK, and I can assist you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah it is 02144068.
[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] All
[CUSTOMER][NEUTRAL] [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 the policy is active. It's been effective since [PII]. And what type of benefits did you want to go over today?
[CUSTOMER][NEUTRAL] No, that's all I need just to know if it was still active. um, can I get a reference number?
[AGENT][NEUTRAL] So there's no call reference number, you can um use my name in today's date, and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you, have a great day.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome. Was there any? You also, thanks for calling ATL. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.