AccountId: 011433970860
ContactId: 485d7a16-7ab5-474f-99b7-3cf38d3d4c68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99779 ms
Total Talk Time (AGENT): 45020 ms
Total Talk Time (CUSTOMER): 41238 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/485d7a16-7ab5-474f-99b7-3cf38d3d4c68_20250108T14:52_UTC.wav
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[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] and I'm calling from Prisma Health and I am just trying to find out if the subscriber's policy is still active.
[AGENT][NEUTRAL] OK, and take a look at that for you, [PII], hold one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And could I get a callback number for you?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] The Policy number is 02465504.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you so much for verifying the account and you are calling to see if the policy is still active?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, I show this policy did cancel on [PII]. Uh, I do not show any other active policies with us.
[CUSTOMER][POSITIVE] OK [PII], thank you so much. Do you give call reference numbers?
[AGENT][NEUTRAL] To reference our call, you will use my name and today's date.
[CUSTOMER][NEUTRAL] OK, great. And the first initial of your last name?
[AGENT][NEUTRAL] Is [PII]. And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That is all I needed. Thank you so much and have a wonderful week.
[AGENT][POSITIVE] OK, you have a wonderful weekend. Thank you for calling APL. Bye bye.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Bye bye.