AccountId: 011433970860
ContactId: 1addd283-403e-4604-a15f-649d85b0eb1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112980 ms
Total Talk Time (AGENT): 52739 ms
Total Talk Time (CUSTOMER): 44500 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/1addd283-403e-4604-a15f-649d85b0eb1b_20250407T17:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from Pada's office, checking on eligibility for a member.
[AGENT][NEUTRAL] Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Uh, could I get the policy number you're calling on?
[CUSTOMER][NEUTRAL] Sure, before that, I would like to inform you that this call is being recorded for quality and training purpose. Policy number starts with 01612786 M as Mike L as Lima 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and you said you're calling for eligibility. I show that this policy has been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Help me with the claim mailing address.
[AGENT][NEUTRAL] Mailing address for claims is [PII].
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, sure. Just help me with the call reference number.
[AGENT][NEUTRAL] To reference our call, you will use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much for your assistance. Have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day and thank you for calling APL. Bye-bye.