AccountId: 011433970860
ContactId: 141a96e4-986f-411c-857b-3aafdc01f040
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 75900 ms
Total Talk Time (AGENT): 24719 ms
Total Talk Time (CUSTOMER): 35445 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/141a96e4-986f-411c-857b-3aafdc01f040_20250327T13:47_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello [PII]. My name is [PII] and I'm calling to verify insurance for a patient.
[AGENT][NEUTRAL] Sure, [PII], I could assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] OK, callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry, you said, you said a callback, oh, that's my callback number. And then the.
[AGENT][NEUTRAL] OK, and the policy number?
[CUSTOMER][NEUTRAL] Policy number is 0202404052.
[AGENT][NEUTRAL] [PII], what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] This is for medical.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] [PII]'s policy terminated [PII] and he has no active policy here at American Public Life.
[CUSTOMER][NEUTRAL] OK, it terminated, OK.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] That should be it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Mhm thank you same to you bye.