AccountId: 011433970860
ContactId: 42f3c7c2-87a8-4705-8cb8-372ac9479edd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87589 ms
Total Talk Time (AGENT): 34766 ms
Total Talk Time (CUSTOMER): 31878 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/42f3c7c2-87a8-4705-8cb8-372ac9479edd_20250409T21:24_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling uh to verify eligibility and benefits for a member.
[AGENT][NEUTRAL] OK, I can help you with that, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEGATIVE] It is 02593413. That's not right.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying her account, and you said you're calling for eligibility and benefits.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Uh, looks like this policy is no longer active. Uh, looks like it canceled on [PII].
[CUSTOMER][POSITIVE] OK, alright, perfect, thank you so much for your help, [PII].
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] OK [PII], you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.