AccountId: 011433970860
ContactId: 0652d76d-3e3f-43f3-afaf-ae52b5691982
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96220 ms
Total Talk Time (AGENT): 35100 ms
Total Talk Time (CUSTOMER): 40743 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/0652d76d-3e3f-43f3-afaf-ae52b5691982_20250506T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], just checking eligibility please.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and a policy number?
[CUSTOMER][NEUTRAL] Yup, uh, my name is [PII], that's [PII] policy ID 02550749.
[AGENT][NEUTRAL] I do apologize. I heard 025.
[CUSTOMER][NEUTRAL] Yes, 02550749.
[AGENT][POSITIVE] Thank you, may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is for um [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][POSITIVE] Oh perfect you're a secondary, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And this is a gap plan?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, got it. And lastly, do you see uh an end date already or not yet?
[AGENT][NEUTRAL] No, ma'am. There's no termination date as of today.
[CUSTOMER][POSITIVE] All right, that is all I need you, uh, [PII]. Thank you for your help.
[AGENT][POSITIVE] Fine, you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too. Thanks, bye.