AccountId: 011433970860
ContactId: 7f656124-ee1a-4ccb-a9d8-64fda92bfc3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166199 ms
Total Talk Time (AGENT): 50111 ms
Total Talk Time (CUSTOMER): 67311 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/7f656124-ee1a-4ccb-a9d8-64fda92bfc3e_20250131T20:19_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, can you repeat your name? I'm so sorry you cut off.
[AGENT][NEUTRAL] Sure, no problem. My name is [PII], that's [PII] last initial [PII]
[CUSTOMER][POSITIVE] Love it. Uh, hey, so, my name is [PII]. How are you today?
[AGENT][POSITIVE] I'm good. OK, [PII]. I'm good. How about you?
[CUSTOMER][NEUTRAL] I'm doing OK. Um, I'm calling. I'm a general agent with Centerone or Benefit Mall. Um, we sent in a member termination effective [PII]. We're trying to see if it's been completed.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, that's great.
[AGENT][NEUTRAL] And let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Yeah, of course. Uh, it's gonna be [PII].
[AGENT][NEUTRAL] OK. And do you have the group number?
[CUSTOMER][NEUTRAL] I do. It's 16143.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. And may I have your email address for verification?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And what's the name of the insured?
[CUSTOMER][NEUTRAL] Uh, the name of the insured is [PII].
[CUSTOMER][NEUTRAL] So, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] OK. Let me a minute. I'm looking for her name.
[AGENT][NEUTRAL] OK, it has been terminated.
[CUSTOMER][NEUTRAL] Uh, effective [PII].
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][POSITIVE] Perfect. Uh, so do you have, do you have a reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You, you can use my name in today's day, yeah.
[CUSTOMER][NEUTRAL] Or APL?
[CUSTOMER][POSITIVE] Perfect. It's just your name and your last yup. Perfect. I will go ahead and let the broker know. Thank you so much for your help and I hope you have an amazing rest of your weekend.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. Mhm. Bye-bye, Ms. [PII].
[CUSTOMER][POSITIVE] Have a great day.
[AGENT][NEUTRAL] You too.