AccountId: 011433970860
ContactId: fc42236b-16d4-45f3-8746-23c1504893b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86459 ms
Total Talk Time (AGENT): 28680 ms
Total Talk Time (CUSTOMER): 21986 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/fc42236b-16d4-45f3-8746-23c1504893b3_20250529T20:32_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from a private office, and I want to check the eligibility of member.
[AGENT][NEUTRAL] And did you say your name is [PII]? Is that correct?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] [PII], OK, and [PII], you're needing eligibility for a member, is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] Yes, I can help you with that and [PII], what is your callback number?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What is the policy number, [PII], that you're calling about?
[CUSTOMER][NEUTRAL] Me
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, the first number is D43511079.
[AGENT][NEUTRAL] OK, thank you, but [PII], that is not an APO policy number, that is for 90 degree benefits. Were you trying to reach 90 degree benefits or APL?
[AGENT][NEUTRAL] Hello.