AccountId: 011433970860
ContactId: 24848d82-4211-44d2-b654-0be62e62735c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76940 ms
Total Talk Time (AGENT): 34060 ms
Total Talk Time (CUSTOMER): 22674 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/24848d82-4211-44d2-b654-0be62e62735c_20250320T16:36_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get patient benefits for a member, please.
[AGENT][NEUTRAL] I can help you with that. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you [PII], and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 01449458
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and you said you're calling for outpatient benefits?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I show that this policy with us, uh, termed on [PII]. I'm not showing any other active policies with us at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] OK, have a wonderful day and thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Yeah bye.