AccountId: 011433970860
ContactId: 1fd88645-9d9b-4225-aa71-4bb40570ff86
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172949 ms
Total Talk Time (AGENT): 60605 ms
Total Talk Time (CUSTOMER): 53197 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/1fd88645-9d9b-4225-aa71-4bb40570ff86_20250414T16:20_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] Yeah, hi, this is [PII]. I'm calling from Pro's office to verify the benefits for specialist office visit.
[AGENT][NEUTRAL] OK, and did you say JP or Jamie?
[CUSTOMER][NEUTRAL] JP, J like Jack, P like Papa, and initial M C like Charlie.
[AGENT][POSITIVE] Thank you and may I please have a call back number?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line, no extension.
[AGENT][NEUTRAL] [PII]. May I please have the policy number?
[CUSTOMER][NEUTRAL] Of course, the policy number is 01653552.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, sellinger, and the date of birth [PII].
[AGENT][NEUTRAL] Thank you so much [PII] for verifying the policy you're calling in for office visit benefits. I can assist you with that, and it does show that the policy is no longer active. The term date is 7-17-23. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can I get the effective date? One more.
[CUSTOMER][NEUTRAL] Hello, ma'am.
[AGENT][POSITIVE] Yes, I'm here. I'm pulling that up for you now.
[AGENT][NEUTRAL] The effective date is showing [PII].
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] Sorry, the effective date.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII]?
[AGENT][NEUTRAL] OK, this is my last time repeating it. It is [PII].
[CUSTOMER][POSITIVE] Nice. If you don't mind, can you repeat the termination date?
[AGENT][NEUTRAL] The termination is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you. Uh, thank you. Can I get the call reference number?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] The call reference would be my first name [PII], last initial of [PII] in today's date.
[CUSTOMER][POSITIVE] OK. Thank you. Bye.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day.