AccountId: 011433970860
ContactId: e57925a6-c459-47df-ae66-417b1bfd69ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70300 ms
Total Talk Time (AGENT): 34883 ms
Total Talk Time (CUSTOMER): 33700 ms
Interruptions: 1
Overall Sentiment: AGENT=3.5, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/e57925a6-c459-47df-ae66-417b1bfd69ca_20241230T20:33_UTC.wav
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[CUSTOMER][NEUTRAL] need to
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to verify eligibility please.
[AGENT][POSITIVE] OK, I can definitely help you with the eligibility. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Phone number is [PII].
[AGENT][NEUTRAL] Thank you for that. And [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's 02466344.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm [PII] 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. I am showing the policy is active. It's been effective since [PII].
[CUSTOMER][NEUTRAL] Uh yeah.
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Is there anything else I can help with?
[CUSTOMER][POSITIVE] No ma'am, that'll be all thank you.
[AGENT][POSITIVE] All right, thanks for calling [PII]. Bye bye.
[CUSTOMER][POSITIVE] [PII]. Bye bye.