AccountId: 011433970860
ContactId: 23cefdd7-c1c0-45fe-a5ec-d7f666047fcb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74919 ms
Total Talk Time (AGENT): 31179 ms
Total Talk Time (CUSTOMER): 23559 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/23cefdd7-c1c0-45fe-a5ec-d7f666047fcb_20250318T12:21_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yes, I just need to check someone's eligibility.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] and the call back is [PII].
[AGENT][NEUTRAL] Thank you [PII], what is the policy number of the member that you're verifying eligibility for today?
[CUSTOMER][NEUTRAL] It's 02541659.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[AGENT][NEUTRAL] [PII], this policy terminated [PII], and [PII] don't, he does not have an active policy here at American Public Life. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] And you said it went active when?
[AGENT][NEUTRAL] This policy terminated?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] OK, that was it.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thanks you too.