AccountId: 011433970860
ContactId: 42dc7e44-0b7b-4d2f-b947-977409b2cc8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94370 ms
Total Talk Time (AGENT): 32528 ms
Total Talk Time (CUSTOMER): 38049 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/42dc7e44-0b7b-4d2f-b947-977409b2cc8a_20250319T15:30_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 from Doctor's Hospital. I need to verify benefits for a patient.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number.
[CUSTOMER][NEUTRAL] I have 01611589 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're calling in for benefits, is there a specific benefit you're calling in for?
[CUSTOMER][NEUTRAL] Um, she's coming in for a mammogram, bone density, and CT scan outpatient hospital.
[AGENT][NEUTRAL] OK, I'm pulling her information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] It is showing that this policy is no longer active. The term date is [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] And can I get a reference number for this call or just your name is fine?
[AGENT][NEUTRAL] The reference number will be my first name, last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.