AccountId: 011433970860
ContactId: e2760810-4689-4dc2-b9d1-588754905eff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137960 ms
Total Talk Time (AGENT): 52103 ms
Total Talk Time (CUSTOMER): 49178 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/e2760810-4689-4dc2-b9d1-588754905eff_20250117T16:52_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] Yes, [PII], I'm, I'm calling to, to figure out what my what my benefits are.
[CUSTOMER][NEUTRAL] With APL is this, is this like a supplemental plan? What is this?
[AGENT][NEUTRAL] Um, well, I have to see what type of policy you have with us, but I'll be more than happy to help you with your benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, sure, [PII].
[AGENT][NEUTRAL] And then a good contact number in case we're disconnected and your policy number.
[CUSTOMER][NEUTRAL] Yes, contact number would be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 02579090.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And Mr. [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII].
[CUSTOMER][NEUTRAL] And the email on file should be first [PII].
[AGENT][NEUTRAL] All right, and thank you so much for verifying your information and all the information provided is a verification of benefits, not a guarantee of payment. So let me see.
[AGENT][NEUTRAL] It actually looks like the policy is no longer active as of [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] When, when was it first active?
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][NEUTRAL] For 24
[CUSTOMER][NEUTRAL] Oh, so this is, this is done, this is over with then, huh?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK. All righty.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] All right. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'd be it.
[AGENT][POSITIVE] All right, thanks for calling [PII]. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You're welcome thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye