AccountId: 011433970860
ContactId: 24cc9edc-2ff1-4adc-b5b6-90cb5b42bc24
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83440 ms
Total Talk Time (AGENT): 35595 ms
Total Talk Time (CUSTOMER): 26471 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/24cc9edc-2ff1-4adc-b5b6-90cb5b42bc24_20250324T19:55_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII] how may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling with Memorial Healthcare System. Just wanted to quickly check if a patient is active with American Public Life.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you the policy number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the policy number as well?
[CUSTOMER][NEUTRAL] 02506043.
[AGENT][NEUTRAL] Thank you. Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] At least you're calling to verify benefits eligibility. This member's policy has been active since [PII].
[AGENT][NEUTRAL] Of [PII] and it's currently active.
[CUSTOMER][POSITIVE] Perfect thank you so much you have a reference number for today's call?
[AGENT][NEUTRAL] We don't provide those. However, you can use my name in today's date as a reference. [PII] in today's date. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Perfect thank you.
[CUSTOMER][POSITIVE] Uh, no thank you I appreciate your help. Have a great day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great one as well. Bye bye.
[CUSTOMER][NEUTRAL] You too bye.