AccountId: 011433970860
ContactId: 61621910-caf3-45f4-a15a-e01f0818f999
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76410 ms
Total Talk Time (AGENT): 33767 ms
Total Talk Time (CUSTOMER): 28999 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/61621910-caf3-45f4-a15a-e01f0818f999_20250121T16:48_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, are you guys, I know I just listened to the thing before this, but are you able to verify an eligibility?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, I can verify eligibility for you.
[CUSTOMER][POSITIVE] OK, OK, awesome.
[AGENT][NEUTRAL] All right. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, yeah, my name is [PII], and you could just do [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, all right, so it's gonna be 017.
[CUSTOMER][NEUTRAL] 35266.
[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] [PII].
[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 I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK awesome that's all I needed.
[AGENT][POSITIVE] Alrighty well thank you so much for calling APL [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.