AccountId: 011433970860
ContactId: 4b558a78-10d2-4d20-ae06-d76110a79040
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93660 ms
Total Talk Time (AGENT): 30289 ms
Total Talk Time (CUSTOMER): 41944 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/4b558a78-10d2-4d20-ae06-d76110a79040_20250303T15:18_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, yes, my name is [PII]. I'm calling from Gashoha trying to provide the benefits for my patient.
[AGENT][NEUTRAL] May I have a call back number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] 1253575 ML8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII], [PII].
[AGENT][NEUTRAL] And you're calling in for benefits. Is there a specific benefit you're calling in for?
[CUSTOMER][NEUTRAL] Co
[CUSTOMER][NEUTRAL] Patient is having an outpatient colonoscopy?
[AGENT][NEUTRAL] And I'm pulling this information up for you now.
[AGENT][NEUTRAL] And in regards to this member, it is showing that they're no longer active. The term date is [PII].
[CUSTOMER][NEGATIVE] Not active.
[CUSTOMER][NEUTRAL] OK. So, and it doesn't have any other one active, correct?
[AGENT][NEUTRAL] No other active policy.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. I really appreciate your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.