AccountId: 011433970860
ContactId: 398e09b7-69b1-4cda-b513-fd5d2970b8e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90470 ms
Total Talk Time (AGENT): 42461 ms
Total Talk Time (CUSTOMER): 30197 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/398e09b7-69b1-4cda-b513-fd5d2970b8e6_20250528T18:22_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] Uh yes, I need to verify eligibility for a member.
[AGENT][NEUTRAL] OK, I can help you with the eligibility and may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number and your name?
[CUSTOMER][NEUTRAL] Uh my name is [PII] Policy number is 02565549.
[AGENT][NEUTRAL] Thank you, and that was 02565549?
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII] A. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Perfect that is all I needed. Can I just get a reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name at today's date. And again, that's [PII], first initial is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thank you. Bye-bye.