AccountId: 011433970860
ContactId: 36101e2c-1f37-494a-b507-bcf6a3340c1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103650 ms
Total Talk Time (AGENT): 53741 ms
Total Talk Time (CUSTOMER): 26783 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/36101e2c-1f37-494a-b507-bcf6a3340c1b_20250606T17:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I was calling to check my eligibility please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the eligibility. Excuse me, I was choking. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] My name is [PII]. Last initials S [PII].
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 01834986.
[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 for that, and you said you need the eligibility, correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] All right, and all the information provided is a verification of benefits, not a guarantee of payment. So I'm actually showing the policy is no longer active. It was effective from [PII], and there were no active policies since then with APL.
[CUSTOMER][NEUTRAL] OK, and do you have a reference number?
[AGENT][NEUTRAL] Sure, it'll just be my name in today's date. So that's [PII], and today's date.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you bye bye.