AccountId: 011433970860
ContactId: 071a8370-cb02-4553-b932-89bee2003bb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167839 ms
Total Talk Time (AGENT): 53051 ms
Total Talk Time (CUSTOMER): 44992 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/071a8370-cb02-4553-b932-89bee2003bb6_20250117T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm calling on a patient. My name is [PII]. I'm with UW Health for eligibility.
[AGENT][NEUTRAL] And may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 023520217.
[AGENT][NEUTRAL] And it's 023520217.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEGATIVE] That's too many numbers.
[CUSTOMER][NEUTRAL] 023520217
[AGENT][NEGATIVE] That's too many numbers.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's what I have for her.
[AGENT][NEUTRAL] May I have the member's first and last name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And could you spell the last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I please have a date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I did pull that policy up. It did have an additional number in there that the correct number is 02.
[AGENT][NEUTRAL] 350217
[CUSTOMER][NEUTRAL] So I have an extra 2.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, and I did pull the number up. How may I assist you on this policy?
[CUSTOMER][NEUTRAL] Is it, is she um active?
[AGENT][NEUTRAL] For this policy, it does show that it is currently active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the effect
[CUSTOMER][POSITIVE] Alright, that's what I needed, go ahead.
[AGENT][NEUTRAL] OK, did you need the effective date or anything for this member?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] The effective date is [PII].
[CUSTOMER][POSITIVE] All right. Thank you and have a great day.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][POSITIVE] Thank you.