AccountId: 011433970860
ContactId: 7f83086d-47fc-42f1-a78f-72bba1570dd0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125470 ms
Total Talk Time (AGENT): 51565 ms
Total Talk Time (CUSTOMER): 49897 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/7f83086d-47fc-42f1-a78f-72bba1570dd0_20250414T21:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I wanted just to check eligibility for a member, um, to check if they're active.
[AGENT][NEUTRAL] OK, yeah, I can check eligibility for you. Sure, I can check that for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII], and I'm sorry, did you say [PII] or [PII]?
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] OK. I was off by a lot. Sorry.
[AGENT][NEUTRAL] That's OK. All of them sound so similar. [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, that's going to be [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do. That is 01557797 M as in Mary.
[CUSTOMER][NEUTRAL] L as in Larry, and the number 8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh, so this policy terminated [PII]. If you'll give me one moment, I'll see if they might have one that's active, could just be a different policy number.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][NEUTRAL] OK, they do not, this was the only policy they had with us.
[CUSTOMER][NEUTRAL] OK, so they do not have an active secondary.
[AGENT][NEGATIVE] Not with us.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for that information.
[AGENT][NEUTRAL] Sure, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, if I can just have a reference number for the call.
[AGENT][NEUTRAL] That would just be my first name, last initial, and today's date, uh, so my last initial is A.
[CUSTOMER][POSITIVE] Perfect. Thank you so much for your help.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks, bye bye.