AccountId: 011433970860
ContactId: 1a2fe19a-aa9d-4e2e-bced-8ebbc1892aea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104919 ms
Total Talk Time (AGENT): 43158 ms
Total Talk Time (CUSTOMER): 35479 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/1a2fe19a-aa9d-4e2e-bced-8ebbc1892aea_20250326T14:10_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, my name is um [PII], and I'm from Grand Hospital Association, and I was wondering if an individual was eligible for the date of service for American Public Life Insurance.
[AGENT][NEUTRAL] I can barely hear you.
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][NEUTRAL] That's better. I got your name as [PII].
[CUSTOMER][NEUTRAL] Uh huh, and I'm from Graham Hospital Association, and I was checking for eligibility on an individual.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] It is 02342922.
[AGENT][NEUTRAL] Mhm and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII] [PII] [PII].
[AGENT][POSITIVE] OK, thank you for that information.
[AGENT][NEUTRAL] OK, so I'm showing that the policy effective date.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the policy is no longer active as of [PII].
[AGENT][NEUTRAL] No active coverage with uh APL at this time?
[CUSTOMER][POSITIVE] OK, thank you so much and what was your name again?
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call. It's [PII] and first initial of my last name is [PII].
[AGENT][NEUTRAL] And any other questions I can assist with today [PII]?
[CUSTOMER][NEUTRAL] No, that is it.
[AGENT][POSITIVE] Alrighty well thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] Uh, you too bye bye.
[AGENT][NEUTRAL] Bye bye.