AccountId: 011433970860
ContactId: 7ef1465f-2a98-4582-9f52-2a6e6233d89a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101449 ms
Total Talk Time (AGENT): 42375 ms
Total Talk Time (CUSTOMER): 35928 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/7ef1465f-2a98-4582-9f52-2a6e6233d89a_20250527T15:16_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], good morning. My name is [PII]. I'm calling to, um, check a member's policy please.
[AGENT][NEUTRAL] Are we just needing to check eligibility?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Yeah, I could check that for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII] last initial is [PII]
[AGENT][NEUTRAL] OK, and then sure, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01618319 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for this number?
[CUSTOMER][NEUTRAL] [PII], um [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. So this policy uh terminated [PII]. If you'll give me one moment, I'll see if they have one that's active. It might just be a different policy number.
[CUSTOMER][NEUTRAL] Oh, it did. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, they do not this was the last policy that they had with us.
[CUSTOMER][POSITIVE] OK alright I appreciate your time thank you very much.
[AGENT][NEUTRAL] Sure, of course. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Have a great one.
[AGENT][POSITIVE] Alrighty you too thank you bye bye.
[CUSTOMER][NEUTRAL] Mm bye.