AccountId: 011433970860
ContactId: 98335f36-c61b-4a33-86e9-6e1e1ae54179
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126970 ms
Total Talk Time (AGENT): 46181 ms
Total Talk Time (CUSTOMER): 42420 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/98335f36-c61b-4a33-86e9-6e1e1ae54179_20250407T13:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, good morning. Uh, my name is [PII]. I'm calling with Pet Imaging Institute. I'm trying to confirm benefits and eligibility for a, uh, mutual member.
[AGENT][POSITIVE] OK, well, I can definitely help you with both the eligibility and benefits. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Contact number would be [PII].
[CUSTOMER][NEUTRAL] Um, and then the members, um, let me see.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] 0175.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh member's name is [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So this policy is no longer active. Um it was effective from [PII], and there were no active policies after that.
[CUSTOMER][NEUTRAL] So no longer active. OK.
[CUSTOMER][NEUTRAL] OK, is there a reference number for this call, um, [PII]?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And was there anything else I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] That is all you've been most helpful, thank you.
[AGENT][POSITIVE] You're very welcome. Well thanks for calling [PII]. I hope you have a great week.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][POSITIVE] Thank you. Bye bye.