AccountId: 011433970860
ContactId: 529e45a0-239a-4c2a-8173-c25f4a9fc05d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122589 ms
Total Talk Time (AGENT): 55698 ms
Total Talk Time (CUSTOMER): 60638 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/529e45a0-239a-4c2a-8173-c25f4a9fc05d_20250305T16:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling to try and get a breakdown of benefits on a policy.
[AGENT][POSITIVE] Sure, I could check those benefits for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am, it's gonna be [PII], no extension.
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am, I do. Um, the policy number is 02365882.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] Um, it would be [PII] and then [PII] Uh date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. So this policy is active. Effective date was [PII], and if you'd like I can send you a fax back that shows all of the covered procedures and benefit information.
[CUSTOMER][POSITIVE] Yes ma'am, please.
[AGENT][NEUTRAL] Of course, what was that fax number for you?
[CUSTOMER][NEUTRAL] It's gonna be [PII] I mean [PII].
[AGENT][NEUTRAL] [PII]. OK, I'm gonna read that back, make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Alright, and I would just put this to your attention, [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] That's correct, yes, I'm sorry, no.
[AGENT][NEUTRAL] OK. All right, I.
[AGENT][NEUTRAL] OK, I'll go ahead and get that sent to you now. I should get it within 10-15 minutes. Uh, did you have any other questions for me?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] No, ma'am, no other questions.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.