AccountId: 011433970860
ContactId: 4db2de65-eda0-43a7-be88-61a69677af78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193139 ms
Total Talk Time (AGENT): 63878 ms
Total Talk Time (CUSTOMER): 80990 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/4db2de65-eda0-43a7-be88-61a69677af78_20250425T15:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and my last name is [PII]. I'm calling from products office to verify the member's eligibility and benefits.
[AGENT][POSITIVE] Um, yes, sir. I can assist you with benefits. Could I please get your name one more time and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] My name is [PII]. It's spelled like [PII], and my last name is [PII]. And my good callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you, [PII], and could I get the policy number, please?
[CUSTOMER][POSITIVE] Thank you very
[CUSTOMER][NEUTRAL] A as in Alpha, 63054634.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Do you have the member's social?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the social, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, you said it was [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK. No one's coming up under that social either. Um, I could try to look them up by name and date of birth. What's the last name?
[CUSTOMER][NEUTRAL] The member's last name is [PII].
[AGENT][NEUTRAL] And [PII], that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The last name?
[CUSTOMER][NEUTRAL] No, it's, no, it's spelled like [PII].
[CUSTOMER][NEUTRAL] And [PII], and
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's the last name. What's the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, no one's coming up in the system under that name either.
[CUSTOMER][POSITIVE] Mm, thank you so much. Could you please spell out your name for me?
[AGENT][NEUTRAL] My name is [PII]. It's spelled [PII] and my last initial is [PII] and my name and today's date is your reference number. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Initial is M like Mary.
[CUSTOMER][POSITIVE] No, thank you so much for your assistance and I wish you have a wonderful day. Bye-bye.
[AGENT][NEUTRAL] You do the same, R. Thank you for calling APL. Mm bye.