AccountId: 011433970860
ContactId: bcc8a935-641e-4b8a-95ce-fe9f50151390
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113910 ms
Total Talk Time (AGENT): 43153 ms
Total Talk Time (CUSTOMER): 34008 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/bcc8a935-641e-4b8a-95ce-fe9f50151390_20250115T20:32_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm just trying to verify benefits please.
[AGENT][POSITIVE] Oh, I'd love to help you with that, my friend. And do you mind if I get your name, please?
[CUSTOMER][NEUTRAL] My first name is [PII]. It's [PII] My last initial is [PII]
[AGENT][POSITIVE] Thank you, Ms. [PII], and what's a great callback number I can snack from you real quick?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's your member's policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 02454807
[AGENT][POSITIVE] Perfect. And give me just one moment to get that pulled up.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sorry, I appreciate your patience. Um, what is your member's first and last name and date of birth, my friend?
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, let me take a look at Miss [PII] real quick for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, I mean, I do see Ms. [PII] here, but unfortunately, this policy is no longer active with us. It looks like it terminated 601-2024.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Turned 601-2024.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. I hope you have a wonderful day.
[AGENT][POSITIVE] Hey, it's my pleasure. Likewise, you too, Ms. [PII]. You take care.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thanks, bye bye.