AccountId: 011433970860
ContactId: d58ef3d5-ff7f-4ff3-9e51-ec9806cd7fff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80610 ms
Total Talk Time (AGENT): 41930 ms
Total Talk Time (CUSTOMER): 27311 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/d58ef3d5-ff7f-4ff3-9e51-ec9806cd7fff_20250214T14:38_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] Um, I need to verify eligibility for a member.
[AGENT][NEUTRAL] OK, I can help you with the eligibility. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, first name is [PII] and phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Um, yes, I have 1904274.
[AGENT][NEUTRAL] Thank you for that, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'm showing that they have no active policy with APL. Um, the policy number that you provided was effective from [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and there's been no active policy since then.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK perfect that's all I needed thank you so much.
[AGENT][POSITIVE] You're welcome, [PII], and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, bye bye.