AccountId: 011433970860
ContactId: 1bfcc76b-4639-4f58-8b3e-911e67f6594e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152320 ms
Total Talk Time (AGENT): 58440 ms
Total Talk Time (CUSTOMER): 43839 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/1bfcc76b-4639-4f58-8b3e-911e67f6594e_20250421T19:50_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] Hi, [PII]. This is [PII]. I just want to check eligibility. Can you help me with that?
[AGENT][NEUTRAL] OK. You said that you needed assistance with what for the policy?
[CUSTOMER][NEUTRAL] Uh, policy number is 1475283 M as in Mary, L as in Lima 7.
[AGENT][NEUTRAL] Enjoy, may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name.
[CUSTOMER][NEUTRAL] Patient's name is [PII] [PII].
[AGENT][NEUTRAL] OK, and you're calling in for eligibility for this member?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can assist you with that and thank you so much Joy for verifying the policy. It is showing that this policy is no longer active with the term date of.
[AGENT][POSITIVE] Pull that up for you. I apologize.
[AGENT][NEUTRAL] With the term date of [PII]. Let me check that.
[CUSTOMER][NEUTRAL] OK. Provide me the effective date, ma'am.
[AGENT][NEUTRAL] The effect of that is showing.
[CUSTOMER][NEUTRAL] It was tucked
[AGENT][NEUTRAL] The effective date is showing [PII].
[CUSTOMER][NEUTRAL] [PII]. And termination?
[AGENT][NEUTRAL] The correct termination date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. Can you the name?
[AGENT][NEUTRAL] Yes, it is spelled [PII] last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Will be the call reference.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It is spelled [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You're welcome thank you for calling