AccountId: 011433970860
ContactId: 3705e2fc-62f2-42a5-8401-1d31d01f791a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92190 ms
Total Talk Time (AGENT): 45101 ms
Total Talk Time (CUSTOMER): 38918 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/3705e2fc-62f2-42a5-8401-1d31d01f791a_20250407T15:45_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] Uh yes, my name is [PII] and I was just calling to verify benefits and eligibility for a member.
[AGENT][NEUTRAL] OK, well, I can help you with both the benefits and eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII]. Hold on for one moment. Is there anything else I can help you with? Alright, have a good day. Sorry about that. um, yeah, I'm back, um, so you said the policy number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it is 01449665 M as in mom, L as in Larry 5.
[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 all the information provided is a verification of benefits, not a guarantee of payment, and I am showing on the policy is no longer active. It was effective from [PII], and there were no active policies uh after [PII].
[CUSTOMER][POSITIVE] OK, thank you for that information.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] No ma'am, that'll be all.
[AGENT][POSITIVE] All right. Well, thanks for calling APL. I hope you have a great week.
[CUSTOMER][NEUTRAL] Alright you do the same bye bye.
[AGENT][POSITIVE] Thank you, bye bye.