AccountId: 011433970860
ContactId: fc62928f-32a0-48b7-92d7-b8b9247f3abd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80779 ms
Total Talk Time (AGENT): 34266 ms
Total Talk Time (CUSTOMER): 30916 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/fc62928f-32a0-48b7-92d7-b8b9247f3abd_20250109T14:35_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], just checking benefits on a secondary policy for a member.
[AGENT][NEUTRAL] OK, may I ask who's calling?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] And do you have a callback number I can get?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 02496781. It's for [PII]. You're welcome.
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. You said [PII], and what's his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing eligibility for the policy?
[CUSTOMER][NEUTRAL] Yeah, I just wanna know if it's still active.
[AGENT][NEUTRAL] OK, I can help you with that. The effective date was [PII]. It is still active.
[CUSTOMER][NEUTRAL] OK, and is there a reference number or something that we use for this call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date.
[CUSTOMER][NEUTRAL] OK, and what's the initial of your last name, [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you for your help. You have a good day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[CUSTOMER][NEUTRAL] Bye bye.