AccountId: 011433970860
ContactId: db3c5fa1-7e0f-4438-ad7c-cb90bb857cc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92319 ms
Total Talk Time (AGENT): 36911 ms
Total Talk Time (CUSTOMER): 38610 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/db3c5fa1-7e0f-4438-ad7c-cb90bb857cc2_20250210T15:30_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I need to know uh the date that my benefits became active.
[AGENT][NEUTRAL] OK, I can verify your uh eligibility date and your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02580603
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and Mr. [PII], I need to verify your date of birth, mail address and email address for me, please.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], [PII] and the email is [PII].
[AGENT][POSITIVE] OK, thank you so much. Uh, so your policy became effective [PII].
[CUSTOMER][NEUTRAL] OK, OK, that's what I need to know.
[AGENT][NEUTRAL] OK. Was there anything else I can assist you with?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] No, ma'am, that was all.
[AGENT][POSITIVE] OK. Well, I thank you so much for calling APL. You have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.