AccountId: 011433970860
ContactId: 69f61e77-1886-4d8e-aff7-82f3189c7600
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77400 ms
Total Talk Time (AGENT): 31169 ms
Total Talk Time (CUSTOMER): 40722 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/69f61e77-1886-4d8e-aff7-82f3189c7600_20250206T16:53_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], I'm just trying to verify eligibility. I'm not sure if I pushed the right um response for that.
[AGENT][NEUTRAL] You did? Yeah, no, that's, yeah, it's kinda hard to know. Um, so what is the policy number, please?
[CUSTOMER][NEUTRAL] Um, the member ID is 02140646.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is gonna spell this first name, it's [PII] and the last name is [PII]
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] Thank you. I just need to call that number, please, and, and I, I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] Thank you. And if I could just get a call.
[CUSTOMER][NEUTRAL] And I am at [PII].
[AGENT][NEUTRAL] Thank you. The policy went into effect on [PII]. It is active. Is there anything else I can tell you about the secondary or gap insurance?
[CUSTOMER][POSITIVE] Nope, that is exactly what I need. I just needed to verify that it is active. I appreciate you.
[AGENT][POSITIVE] OK, well, thank you for contacting ATL. Have a very good morning