AccountId: 011433970860
ContactId: 19ba8052-bfe0-4964-bab7-a0ecc7375c47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91980 ms
Total Talk Time (AGENT): 38499 ms
Total Talk Time (CUSTOMER): 35253 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/19ba8052-bfe0-4964-bab7-a0ecc7375c47_20250603T18:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I just wanted to check up um eligibility on a member.
[AGENT][NEUTRAL] OK, yeah, I could check eligibility for you. Um, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes it is. Give me just one second to pull that back up. The policy number is 02491680.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy terminated [PII]. If you'll give me one moment, I will see if they have one that's active, might just be a different policy number.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, they do not, this was the only policy they had with us.
[CUSTOMER][POSITIVE] OK perfect no problem at all. I will go ahead and terminate that thank you so much.
[AGENT][NEUTRAL] All right, sure. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] All right, well thanks for giving us a call [PII] have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank.