AccountId: 011433970860
ContactId: 26bcb0aa-f885-4720-a939-f68cf7abba5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129820 ms
Total Talk Time (AGENT): 32175 ms
Total Talk Time (CUSTOMER): 52366 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/26bcb0aa-f885-4720-a939-f68cf7abba5d_20250331T21:29_UTC.wav
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[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. I'm calling to check if a patient has uh the policy. I'm sorry, is active.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] And [PII], do you have the uh policy number of the patient?
[CUSTOMER][NEUTRAL] The policy number, yes, I do, um.
[CUSTOMER][NEUTRAL] 01 A. 0713AM as in Mary, L as in Larry, and number 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII] and the last name is [PII]
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, looks like this policy terminated [PII].
[CUSTOMER][NEUTRAL] Alright, hold on, let me see, I have another one.
[CUSTOMER][NEUTRAL] Is this the ultimate Health?
[AGENT][NEUTRAL] Uh, this is APL.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Are you asking what company I'm with?
[CUSTOMER][NEUTRAL] Yes, I'm trying to figure out is this the correct number.
[AGENT][NEUTRAL] Yeah, this is APL we're American Public Life.
[CUSTOMER][NEUTRAL] Because they give me another ID.
[AGENT][NEUTRAL] Um, that's the only
[CUSTOMER][NEUTRAL] A as in apple.
[AGENT][NEUTRAL] Yes, the one that you gave me is the only one that I have on file.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At 1807138.
[CUSTOMER][NEUTRAL] That's the only one that you have on file?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] Thank you.