AccountId: 011433970860
ContactId: 11405dd2-813e-4c50-a1a4-4746d2124d15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59759 ms
Total Talk Time (AGENT): 20871 ms
Total Talk Time (CUSTOMER): 33440 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/11405dd2-813e-4c50-a1a4-4746d2124d15_20250611T15:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I am calling to verify eligibility. Our systems had been down for a couple weeks due to a breach and so I'm looking for a back date.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Absolutely, [PII], what's the policy number? Do we have that?
[CUSTOMER][NEUTRAL] Uh, let me pull that back up.
[CUSTOMER][NEUTRAL] The policy number is 02566876 for [PII].
[AGENT][NEUTRAL] Thank you. And then date of birth for faith?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you. So faith is active. Effective date on here is [PII].
[CUSTOMER][POSITIVE] Alrighty thank you so much that is all I needed.
[AGENT][POSITIVE] You're welcome. Have a good rest of your day, [PII].
[CUSTOMER][NEGATIVE] You too dear.
[AGENT][NEUTRAL] All right. Bye-bye.
[CUSTOMER][NEUTRAL] Mm bye.