AccountId: 011433970860
ContactId: 415ed6fe-c5aa-4c3e-94f6-4b52b292c799
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175820 ms
Total Talk Time (AGENT): 59532 ms
Total Talk Time (CUSTOMER): 73194 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/415ed6fe-c5aa-4c3e-94f6-4b52b292c799_20250414T16:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling to get eligibility on a member.
[AGENT][NEUTRAL] May I please have a callback number?
[CUSTOMER][NEUTRAL] Uh, sure. Uh it is uh [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] It is 01845838.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um [PII].
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] And thank you so much [PII] for verifying the policy. You're calling in for eligibility for [PII]. It is showing that the policy is currently active with the effective date of [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, yes, is he the, um, the subscriber?
[AGENT][NEUTRAL] No, he is the spouse.
[CUSTOMER][NEUTRAL] OK, um, let me see if I have, so I have a [PII] on there. Is that who that is? When I click, I see somebody on here. OK, good. Is there a group name or a group number with this plan?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The group number is 23993.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The group name is Educational Federal Credit Union.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, thank you. Let me just repeat the group number you said 23993, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you so much. How do I spell your name, [PII]?
[AGENT][NEUTRAL] It is spelled [PII] and today's date.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, one second. I'm sorry, TE.
[CUSTOMER][NEUTRAL] I'm sorry, [PII]
[AGENT][NEUTRAL] It is [PII] and today's date is the call reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. You have a wonderful day. Thanks for your help.
[AGENT][POSITIVE] You're welcome and thank you [PII] for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] Oh, thank you. Bye-bye.