AccountId: 011433970860
ContactId: 593137a1-2d19-45e7-a9e2-fba6b5e27e23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122269 ms
Total Talk Time (AGENT): 58986 ms
Total Talk Time (CUSTOMER): 38510 ms
Interruptions: 0
Overall Sentiment: AGENT=3.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/593137a1-2d19-45e7-a9e2-fba6b5e27e23_20250314T15:36_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, I need an eligibility date for a member, please.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with eligibility today. Do you mind if I go ahead and grab a good call back or I'm sorry, your name and a good callback number?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And it's 786.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 59463991
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the policy number we're looking at today, ma'am?
[CUSTOMER][NEUTRAL] It's 0184235.
[AGENT][NEUTRAL] 0184235, did I get that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I don't have that pulling up any policies.
[AGENT][POSITIVE] Would you mind reading it to me one, thank you.
[CUSTOMER][NEUTRAL] 018.
[CUSTOMER][NEUTRAL] OK, 018.
[CUSTOMER][NEUTRAL] 42345.
[AGENT][POSITIVE] 45. OK, I did mistake it. Thank you so much.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And one more second.
[AGENT][POSITIVE] Thank you so much for your patience. If you could go ahead, Ms. [PII], and verify for me, pretty please, the first and last name of the insured and their date of birth.
[CUSTOMER][NEUTRAL] It's [PII], and it's [PII].
[AGENT][POSITIVE] Perfect. I do see [PII] here. He is current and active and has been effective since [PII].
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that's really all I needed. Thank you so much. And your name again was? I'm sorry.
[AGENT][NEUTRAL] Oh, yes, it's [PII], first initial, last name, [PII].
[CUSTOMER][POSITIVE] Perfect, [PII]. Thank you so much. Have a wonderful day.
[AGENT][POSITIVE] My pleasure, [PII]. Thanks for calling APL and you take care.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.