AccountId: 011433970860
ContactId: bb35475e-d257-4cbb-a759-c34dde7b8703
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107900 ms
Total Talk Time (AGENT): 40902 ms
Total Talk Time (CUSTOMER): 37002 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/bb35475e-d257-4cbb-a759-c34dde7b8703_20250512T21:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm just needing to verify um eligibility information for a member, but I do have to let you know the entire call will be monitored and recorded for quality and compliance purposes.
[AGENT][NEUTRAL] Oh, OK, that's fine. And um [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and that policy number is 02485390.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] And all the information
[CUSTOMER][NEUTRAL] a
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right and then do you have a reference number?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right I appreciate it thank you so much you have a great day.
[AGENT][POSITIVE] You're very welcome, [PII]. You also, was there anything else I can help with?
[CUSTOMER][NEUTRAL] Uh, no, that was all.
[AGENT][POSITIVE] All right, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.