AccountId: 011433970860
ContactId: 503f3a45-ee39-45af-86ff-219ece4409a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151619 ms
Total Talk Time (AGENT): 48109 ms
Total Talk Time (CUSTOMER): 80315 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/503f3a45-ee39-45af-86ff-219ece4409a0_20250324T14:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hi, [PII], can you hear me?
[AGENT][POSITIVE] Yes I can.
[CUSTOMER][NEUTRAL] OK, this is [PII]. It's [PII] calling from DJ LLC to check on patients benefits and eligibility.
[AGENT][NEUTRAL] OK, I can help you with that. uh, could I get a callback number?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Policy number 3022.
[CUSTOMER][NEUTRAL] 63432.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Um, first name is [PII] and the last name is [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, hold one moment please.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And you said you were calling for um benefits and eligibility?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I do show that this policy is no longer active. Uh, it looks like it canceled on [PII] and I'm not showing any other active policies with us.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, so it's dated on um is from [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It uh terminated the plan terminated on [PII].
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] And there's no active coverage after that?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mm thank you. Can I get your name and the reference number for your call today?
[AGENT][NEUTRAL] To reference the call, you'll use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, initial of your license please?
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much for that information, [PII], and that's all for today. Thank you.
[AGENT][POSITIVE] You're welcome you have a wonderful day. Thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you.