AccountId: 011433970860
ContactId: 4acd19ad-7ec0-466f-b8dd-5bad864a2853
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 105849 ms
Total Talk Time (AGENT): 35261 ms
Total Talk Time (CUSTOMER): 48309 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/4acd19ad-7ec0-466f-b8dd-5bad864a2853_20250114T16:13_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I am calling because I wanted to verify benefits for a member.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII], that's [PII].
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And I'm sorry, I didn't get your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can I have the policy number of the member?
[CUSTOMER][NEUTRAL] 01823014, M as in Mary, L as in Larry, and the number 8.
[AGENT][NEUTRAL] Thank you. And can you verify the patient's name and date of birth for me [PII]?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] This policy was terminated [PII] and she has no active policy here at American Public Life.
[CUSTOMER][NEUTRAL] OK, so she's not active as of December what sorry?
[AGENT][NEUTRAL] Let me go back and give it to you again.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. OK, thank you very much. Can I have a reference number for the call?
[AGENT][NEUTRAL] Is there anything else that I could assist you with? We don't provide those. You can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] No, that'll be all.
[CUSTOMER][NEUTRAL] OK, can I have the initial of your last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] That'll be all. Have a good day.