AccountId: 011433970860
ContactId: 1f88f63f-1557-4235-ba37-607b5013fe0d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 60000 ms
Total Talk Time (AGENT): 31391 ms
Total Talk Time (CUSTOMER): 21337 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/1f88f63f-1557-4235-ba37-607b5013fe0d_20250523T13:20_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] And I need to verify eligibility please.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes, it's [PII], that's [PII] number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02155897
[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] [PII] [PII].
[AGENT][NEUTRAL] Thank you, 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].
[CUSTOMER][POSITIVE] That's what I needed thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.