AccountId: 011433970860
ContactId: f5f5a5a7-5617-47b5-ac57-f3689a70f48f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102370 ms
Total Talk Time (AGENT): 39408 ms
Total Talk Time (CUSTOMER): 46246 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/f5f5a5a7-5617-47b5-ac57-f3689a70f48f_20250210T16:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm calling for eligibility, please.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and Miss [PII], spell your name for me so I don't misspell it, please.
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 02361574 M as in Mary, L as in Larry the 8.
[AGENT][POSITIVE] OK, thank you. And do you have a callback number? I'm so sorry.
[CUSTOMER][NEUTRAL] And this is gonna
[CUSTOMER][NEUTRAL] No, you're fine. [PII].
[AGENT][POSITIVE] OK, and I apologize, go ahead.
[CUSTOMER][NEUTRAL] I was just gonna give you the name [PII] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm showing her effective date is [PII], and I show she is active on the policy.
[CUSTOMER][NEUTRAL] [PII]. All right, thank you very much. And [PII], do you have a reference number for this call?
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK, may I have the first initial to your last name, please?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][POSITIVE] Awesome thank you so much you have a great rest of your day OK?
[AGENT][POSITIVE] Alright, you too, and thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Awesome my pleasure. Bye-bye.
[AGENT][NEUTRAL] Bye.