AccountId: 011433970860
ContactId: 828462ea-ad78-4d46-baf2-0a5bf7d4950a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71319 ms
Total Talk Time (AGENT): 30119 ms
Total Talk Time (CUSTOMER): 27747 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/828462ea-ad78-4d46-baf2-0a5bf7d4950a_20250502T14:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] As
[CUSTOMER][NEUTRAL] Hi, I need to verify eligibility.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Hey [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do. It is 02605686.
[AGENT][NEUTRAL] All right. And what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] It is [PII], and her date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, all right, that's what I needed.
[AGENT][NEUTRAL] Alright, there wasn't anything else I can help you with?
[CUSTOMER][NEUTRAL] I don't think so.
[AGENT][POSITIVE] Alright, well thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.