AccountId: 011433970860
ContactId: 500339a0-4d4d-4a19-a3fd-c3c49e06e072
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 70099 ms
Total Talk Time (AGENT): 35552 ms
Total Talk Time (CUSTOMER): 28041 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/500339a0-4d4d-4a19-a3fd-c3c49e06e072_20250212T16:04_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Lives, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name is [PII], and I'm calling to confirm that a patient is active.
[AGENT][NEUTRAL] I can help you with this, [PII]. Could I get a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, the policy number you're calling on?
[CUSTOMER][NEUTRAL] I have 1617938.
[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're calling to see if the policy is uh still active?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do show that this policy did cancel [PII], and I do not show any other active policies with us.
[CUSTOMER][POSITIVE] Perfect, that's what I wanted to confirm.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, just the reference number for the call, please.
[AGENT][NEUTRAL] To reference our call, you'll use my name and today's date.
[CUSTOMER][POSITIVE] Perfect, thank you for your help, [PII]. Have a great rest of your day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day, [PII]. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.