AccountId: 011433970860
ContactId: 98581a1b-9566-437f-9bf5-877e516836f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107290 ms
Total Talk Time (AGENT): 48983 ms
Total Talk Time (CUSTOMER): 41792 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=2.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/98581a1b-9566-437f-9bf5-877e516836f3_20250116T22:01_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]. Uh, my name is [PII]. I'm just calling for eligibility on a member.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. It's uh [PII], and my extension is [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, it's 01888988.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, so this policy number you gave me actually terminated [PII]. If you'll give me one moment I'll see if they have one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, they do not, this was the last policy they had with us.
[CUSTOMER][NEUTRAL] OK, great. Can you give me um a reference number for this call, please?
[AGENT][NEUTRAL] The reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's it, [PII]. Thank you so much for your help.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye. You're welcome bye.
[AGENT][POSITIVE] Thank you bye bye.