AccountId: 011433970860
ContactId: 96615b7b-dd60-4c43-b2ee-a2a84c3d2ec2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156649 ms
Total Talk Time (AGENT): 57916 ms
Total Talk Time (CUSTOMER): 47953 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/96615b7b-dd60-4c43-b2ee-a2a84c3d2ec2_20250331T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, uh I was checking to see if my benefits had expired.
[AGENT][NEUTRAL] Oh, OK, yeah, I can see if your policy is still active or if it has expired. um, what was your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] I have that uh let's see.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I don't see it on here.
[AGENT][NEUTRAL] OK, um, I can start choosing your social if that's easier.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Alright, [PII], just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it's a Yahoo account.
[CUSTOMER][NEUTRAL] Uh, got [PII].
[AGENT][NEUTRAL] Um, I've got a different one.
[AGENT][NEUTRAL] Might be through your employer?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Uh, KGD Transport.
[AGENT][NEUTRAL] Yes, OK, that's the one that we've got. Thank you for verifying that. OK, so the only policy you had with us was a dental policy, and that did terminate, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty. That's what I was trying to see.
[AGENT][NEUTRAL] All right, was there anything else I could help you with?
[CUSTOMER][NEGATIVE] Uh no.
[AGENT][POSITIVE] Alright well thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye.