AccountId: 011433970860
ContactId: 1d157ca9-5984-4b51-be53-925fa9a7cb9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86120 ms
Total Talk Time (AGENT): 39599 ms
Total Talk Time (CUSTOMER): 37567 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/1d157ca9-5984-4b51-be53-925fa9a7cb9d_20250220T14:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling um to see eligibility date for a patient.
[AGENT][NEUTRAL] I can verify eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Yes, [PII], policy number is 01755430ML8.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] OK, currently active. OK, perfect. I, I do have a claim to submit. How many days do we have to submit a claim?
[AGENT][NEUTRAL] There is no time limit to submit a claim.
[CUSTOMER][POSITIVE] OK, no time limit. OK, perfect. Um, and if I can just get a reference number, please?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That'll be all. Thank you very much.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. Have a great day, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] You too, bye bye.