AccountId: 011433970860
ContactId: ef97b8d6-2c07-4c41-ab9c-b0bc6b05e8b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117190 ms
Total Talk Time (AGENT): 54881 ms
Total Talk Time (CUSTOMER): 38660 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/ef97b8d6-2c07-4c41-ab9c-b0bc6b05e8b2_20250304T22:27_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello. Hi, [PII]. This is [PII]. I just need to check if this plan is active or not.
[AGENT][NEUTRAL] OK, I can confirm the eligibility for you and for my notes, can you spell your first name for me, please?
[CUSTOMER][NEUTRAL] Sure, it is [PII]
[AGENT][NEUTRAL] Thank you, and [PII], may I have the uh good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the policy ID is 1088971.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Member's first name is [PII]. Last name is [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. And I'm showing the policy is no longer active. It was effective from [PII], and there were no active policies after this uh policy here.
[CUSTOMER][NEUTRAL] OK, so this has been done, right? And there's no other uh insurance active, right?
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you please spell your name for me?
[AGENT][NEUTRAL] Sure, my name is [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] And what will be the call reference number?
[AGENT][NEUTRAL] Um, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much for your help. Bye, take care.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too.