AccountId: 011433970860
ContactId: 6ec5a55d-bd24-4015-9135-9fcfb82be211
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130729 ms
Total Talk Time (AGENT): 51928 ms
Total Talk Time (CUSTOMER): 41879 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/6ec5a55d-bd24-4015-9135-9fcfb82be211_20250411T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII] calling to verify members, uh, gap coverage.
[AGENT][NEUTRAL] Sure, we're just needing to check eligibility.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alrighty, I can check that for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, uh [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][POSITIVE] Yes, let me get for you.
[CUSTOMER][NEUTRAL] 01663022.
[CUSTOMER][NEUTRAL] M L
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Number 8.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy terminated [PII]. Now if you'll give me one moment, I'll see if he has one that's active, might just be a different policy number.
[AGENT][NEUTRAL] OK, he does not. This was the only policy he had with us.
[CUSTOMER][NEUTRAL] From [PII].
[CUSTOMER][NEUTRAL] What was the year again, ma'am?
[AGENT][NEUTRAL] [PII], it was [PII].
[CUSTOMER][NEUTRAL] OK, and may I have a call reference number?
[AGENT][NEUTRAL] That would just be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[AGENT][NEUTRAL] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL you too thank you bye bye.
[CUSTOMER][NEUTRAL] Bye bye.