AccountId: 011433970860
ContactId: 7286b2f9-4dd5-4502-8043-cb9c850494ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87029 ms
Total Talk Time (AGENT): 35320 ms
Total Talk Time (CUSTOMER): 31468 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/7286b2f9-4dd5-4502-8043-cb9c850494ee_20250221T14:36_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]. I'm trying to verify eligibility please.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and my contact number is [PII].
[CUSTOMER][NEUTRAL] [PII] and that will be option 5.
[AGENT][NEUTRAL] Thank you for that, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, 02006184 for [PII].
[CUSTOMER][NEUTRAL] It looks like her birthday is [PII].
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] OK, so it is, and [PII], do you have a reference number for this call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much for your time and you have a great Friday.
[AGENT][POSITIVE] Thank you. You also, was there anything else I can assist you with [PII]?
[CUSTOMER][POSITIVE] No, that'd be all. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, bye bye.