AccountId: 011433970860
ContactId: 1b4cf1cc-b103-4345-9342-1ee2674502cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171320 ms
Total Talk Time (AGENT): 44540 ms
Total Talk Time (CUSTOMER): 84155 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/1b4cf1cc-b103-4345-9342-1ee2674502cc_20250102T20:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I was calling to see if I still had this benefit. I cannot remember if I still do, but I have the card and I just wanted to make sure.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] I have the group number. Will that help?
[AGENT][NEUTRAL] Uh, no, ma'am. I have to have the policy number or your social.
[CUSTOMER][NEUTRAL] Um, I can give you my social, um, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] And what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] The address is [PII], and I'm not sure if you have my work email or my personal email. The personal email is [PII], um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's not the one we have.
[CUSTOMER][NEUTRAL] OK, it's probably my work email which has changed to kind of, it's either [PII].
[AGENT][NEUTRAL] That's the one we have.
[CUSTOMER][NEUTRAL] That's one, OK.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And you had a question about the benefits?
[CUSTOMER][NEUTRAL] I was just wondering, I'm still covered. I still have the gap insurance.
[AGENT][POSITIVE] OK, I can look that up for you. It is still active. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, that's all I wanted to know. I wanted to make sure it still was.
[AGENT][POSITIVE] OK, thank you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, thank you so much. I hope you have a blessed day.
[AGENT][POSITIVE] Thank you, Mr. [PII], for calling APL. You as well.
[CUSTOMER][POSITIVE] Thanks, bye-bye.
[AGENT][NEUTRAL] Bye bye.