AccountId: 011433970860
ContactId: 4a7d6008-b2f5-4cc4-be73-bed17b467186
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138039 ms
Total Talk Time (AGENT): 57949 ms
Total Talk Time (CUSTOMER): 59150 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/4a7d6008-b2f5-4cc4-be73-bed17b467186_20250321T19:14_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, yeah, I just need an effective date on a patient please.
[AGENT][NEUTRAL] OK, I can get that for you. Could I get your name and a callback number?
[CUSTOMER][NEUTRAL] Uh yeah, my name is [PII]. And I'm sorry, [PII], what's your last name initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Can I get a callback number?
[CUSTOMER][NEUTRAL] Oh, sorry, [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] OK, it's 9227716-030.
[AGENT][NEUTRAL] OK, that would not be one of our policy numbers.
[CUSTOMER][NEUTRAL] It doesn't look like one of your policy numbers actually now that I think about it. Um, alright, let me give you the date of birth.
[AGENT][NEUTRAL] Uh, well, let me, hold one moment.
[AGENT][NEUTRAL] What is the last name?
[CUSTOMER][NEUTRAL] Oh, I don't know what it did something other way.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII] or [PII]
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] [PII], uh-huh.
[AGENT][NEUTRAL] OK. And the first name?
[CUSTOMER][NEUTRAL] It's [PII]. It's uh [PII]
[AGENT][NEUTRAL] OK. And his date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and.
[AGENT][NEUTRAL] And you need the effective date for him?
[CUSTOMER][NEUTRAL] And the policy number, I guess now.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the policy number is 971-079.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then his effective date is [PII] and he is still active.
[CUSTOMER][POSITIVE] Fantastic. OK dokey.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am, thank you so much for your time. You have a great weekend.
[AGENT][POSITIVE] You're welcome. You too. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Thanks bye