AccountId: 011433970860
ContactId: 5533ecba-0bd9-4b75-b0cc-1778aaf13a1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136550 ms
Total Talk Time (AGENT): 45325 ms
Total Talk Time (CUSTOMER): 36057 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/5533ecba-0bd9-4b75-b0cc-1778aaf13a1a_20250409T15:53_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] Good morning [PII]. This is [PII] at Benefits in a car. I was calling to see if you guys show a member active on your system already.
[AGENT][NEUTRAL] OK, I can help you with the eligibility and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Um, we don't have the policy number as that has not been uploaded to the portal that we have access to.
[CUSTOMER][NEUTRAL] And the best number to call back will be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, do you have the member's social or?
[AGENT][NEUTRAL] I need something to pull the, OK, the social sign.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the member's first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the policy number is 260.
[AGENT][NEUTRAL] 68
[AGENT][NEUTRAL] 89
[AGENT][NEUTRAL] And the policy has been active since [PII].
[CUSTOMER][POSITIVE] [PII]. Thank you so much love and what was your name one more time?
[AGENT][NEUTRAL] You're welcome. My name is [PII]. First initial and my last name is [PII].
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a great day.
[AGENT][POSITIVE] You also, [PII], thanks for calling APO. Bye-bye.
[CUSTOMER][NEUTRAL] Of course bye bye.