AccountId: 011433970860
ContactId: 42367d94-db93-4d01-bef4-16477a8c438e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82660 ms
Total Talk Time (AGENT): 43989 ms
Total Talk Time (CUSTOMER): 27852 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/42367d94-db93-4d01-bef4-16477a8c438e_20250115T15:47_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] Hi [PII], my name is [PII], and I need to verify that, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the benefits, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, [PII] policy is 10699998.
[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] Uh, [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment.
[AGENT][NEUTRAL] So I'm actually showing this policy is no longer active. It was effective from [PII]. There was a policy after that, um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] But it also is no longer active.
[CUSTOMER][POSITIVE] OK, thank you, [PII]. All right.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help with?
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you very much. Have a good day bye bye.
[AGENT][POSITIVE] Alright, thanks for calling APO you also bye bye.