AccountId: 011433970860
ContactId: 8fd0234b-36e0-4cc0-999e-27051d66a93c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 65459 ms
Total Talk Time (AGENT): 29808 ms
Total Talk Time (CUSTOMER): 22810 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/8fd0234b-36e0-4cc0-999e-27051d66a93c_20250611T14:35_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], I need to verify eligibility on one of your members.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. Uh, what was your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I do it's 02511320.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's [PII] and date of birth [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. So this policy is active. Effective date was [PII].
[CUSTOMER][POSITIVE] Perfect, that's what I needed. Thank you so much.
[AGENT][POSITIVE] Alright of course thanks for giving us a call I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.