AccountId: 011433970860
ContactId: 1febb255-25ba-48ca-ab12-2ca5d9209380
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89099 ms
Total Talk Time (AGENT): 42101 ms
Total Talk Time (CUSTOMER): 29080 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/1febb255-25ba-48ca-ab12-2ca5d9209380_20250519T21:32_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] Um, yes, my name is [PII]. I'm from, um, Doctor Kill and Associates. I was in eligibility and benefits on a patient.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number for you?
[CUSTOMER][NEUTRAL] OK, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The policy number you're calling on?
[CUSTOMER][NEUTRAL] OK it is 1375589.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the account and you did say you were calling for benefits and eligibility today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I show that this policy is, uh, has termed. It looks like it was effective, uh, and it looks like it turned on [PII]. I'm not showing any other active policies with us.
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] Bye-bye.