AccountId: 011433970860
ContactId: b2e54699-fae2-4d5f-8d56-2af3ce66b781
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104400 ms
Total Talk Time (AGENT): 43570 ms
Total Talk Time (CUSTOMER): 31588 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/b2e54699-fae2-4d5f-8d56-2af3ce66b781_20250513T22:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] What did I just say? I don't want to hear that.
[CUSTOMER][NEUTRAL] Hi, I was calling to confirm um my benefits are in effect.
[AGENT][NEUTRAL] Yeah, I can make sure your uh policy is active. um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It is 025968448.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick. Uh, so, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying all of that. Uh, so this was a dental policy and this uh policy did terminate [PII], so you currently do not have any active policies with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][NEUTRAL] Of course is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Alright have a great rest of your day thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.