AccountId: 011433970860
ContactId: e3ed3c3d-4af7-40a3-bfb2-1453087e1160
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107739 ms
Total Talk Time (AGENT): 57519 ms
Total Talk Time (CUSTOMER): 40559 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/e3ed3c3d-4af7-40a3-bfb2-1453087e1160_20250127T22:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling to get eligibility on a member.
[AGENT][NEUTRAL] Yeah, I can check eligibility for you. uh, [PII], can I get a good call back callback number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you. And then, oh, sorry.
[CUSTOMER][NEUTRAL] Extension [PII]. I'm sorry. Extension [PII]. Uh-huh.
[AGENT][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] Got it. OK, thank you. uh, and then did you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 139-0598.
[AGENT][NEUTRAL] OK, thank you. And uh what was the name and date of birth for the insured?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, well thank you for verifying that [PII]. Uh, this policy actually terminated [PII]. If you'll give me one moment, I'll see if she has one that's active, might just be a different policy number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, she does not. She had one other policy with us, but that also terminated in [PII].
[CUSTOMER][NEUTRAL] OK, got it. How do I spell your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK, [PII], can you give me a call reference number, please?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date, uh, so my last initial is [PII], was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much for your help, [PII].
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. Hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you, bye bye.