AccountId: 011433970860
ContactId: 3edfaef1-61c1-409b-a92a-f358d77d9029
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97959 ms
Total Talk Time (AGENT): 48697 ms
Total Talk Time (CUSTOMER): 32665 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/3edfaef1-61c1-409b-a92a-f358d77d9029_20250611T13:41_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the Duke Healthcare System. I just need to get the eligibility date, plan type, and claims address.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Can I get a callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the policy number you're calling on?
[CUSTOMER][NEUTRAL] 945137
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the policy and you need the uh effective dates. Uh, I show the policy effective from [PII] and still active. Uh, the plan type, this is a supplemental gap policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the mailing address for claims is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, great. Thank you so much for your time.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, that's it. You have a great day.
[AGENT][POSITIVE] You have a wonderful day yourself. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.