AccountId: 011433970860
ContactId: 1f080d10-294f-4839-8582-e5bfc90c88bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83430 ms
Total Talk Time (AGENT): 29549 ms
Total Talk Time (CUSTOMER): 33213 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/1f080d10-294f-4839-8582-e5bfc90c88bd_20250501T15:07_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] Yes, my name is [PII]. Last name initial is [PII]. I'm calling from a medical provider's office, and I'd like to check the benefits for a member.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Let's see 01705366.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I Matthew [PII].
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And you're calling in for benefits. Is there a specific benefit you're calling in for?
[CUSTOMER][NEUTRAL] Deductible office visit specialist.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And for this member it does show that it's no longer active. The term date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] Well I do wanna thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, bye.