AccountId: 011433970860
ContactId: 80150f2a-99c1-46cd-9e6a-220244040d8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97529 ms
Total Talk Time (AGENT): 44373 ms
Total Talk Time (CUSTOMER): 36197 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/80150f2a-99c1-46cd-9e6a-220244040d8a_20250408T18:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, can I get some benefit information?
[AGENT][NEUTRAL] I could check out if it's for you. Oh, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Well, is this for your individual policy or are you with a provider?
[CUSTOMER][NEUTRAL] I'm with the provider.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 021-95086 M as in Michael L as in Lima 8.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the member's name please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you for that. So this policy terminated [PII]. If you'll give me one moment, however, I'll see if she has one that's active, it might just be a different policy number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, she does not, this was the only policy she had with us.
[CUSTOMER][POSITIVE] OK good to know OK great well thank you so much for your help.
[AGENT][NEUTRAL] Of course. Was there anything else I could help you with though?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. Bye-bye.