AccountId: 011433970860
ContactId: e07b7d03-1e99-46cd-865c-ad0a98f56d50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76150 ms
Total Talk Time (AGENT): 39043 ms
Total Talk Time (CUSTOMER): 19911 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/e07b7d03-1e99-46cd-865c-ad0a98f56d50_20250211T19:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes I was calling to check eligibility.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. Uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 02462885.
[AGENT][NEUTRAL] Alright, thank you. And then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. So this policy is active. Effective date was [PII].
[CUSTOMER][NEUTRAL] OK, great, and can I get a reference number?
[AGENT][NEUTRAL] Yeah, that would just be my first name, last initial, and today's date. Uh my name is spelled [PII] Last initial is [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, well thanks for calling HTL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.