AccountId: 011433970860
ContactId: 227010a8-7123-412a-b871-6712639b3b55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150399 ms
Total Talk Time (AGENT): 48830 ms
Total Talk Time (CUSTOMER): 58049 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/227010a8-7123-412a-b871-6712639b3b55_20250220T18:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, my name is [PII] calling from Pro office to check the eligibility.
[AGENT][NEUTRAL] Yeah, I could check eligibility for you. uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, yeah, I have the callback number here. Give me one second, please.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII], sorry. Can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have the police number. Uh this [PII] 02571736.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It is the last name is [PII]. Last name is [PII].
[CUSTOMER][NEUTRAL] And date of [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, so this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] [PII] till current, right?
[AGENT][POSITIVE] Correct. I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, for till that, right?
[CUSTOMER][NEUTRAL] Yes. OK, so could you help me your call reference number, please?
[AGENT][NEUTRAL] The reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] So, so sorry. Yeah, sorry for it. So could you help you, your name, please again?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Yeah, OK. So, to, um, with your up to this date, right?
[AGENT][NEUTRAL] Uh yes, first name, last initial, and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, got you. Thank you. Thank you, yeah. Thank you very much.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yes bye bye.
[AGENT][POSITIVE] Thank you, bye bye