AccountId: 011433970860
ContactId: 537d70ae-8856-4910-85c9-020934c5f76f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71779 ms
Total Talk Time (AGENT): 23668 ms
Total Talk Time (CUSTOMER): 34704 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/537d70ae-8856-4910-85c9-020934c5f76f_20250513T20:32_UTC.wav
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[AGENT][NEUTRAL] Call APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to confirm eligibility and benefits, please.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, so it's [PII] and it's um the initial to my last is [PII], uh the phone number is [PII], is a direct line?
[AGENT][NEUTRAL] What is the policy number of the member that you're calling to verify eligibility for [PII]?
[CUSTOMER][NEUTRAL] 01891191 LL 8.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Thank you. This policy terminated [PII] and there is no active policy here at American Public Life.
[CUSTOMER][NEUTRAL] And there is no
[CUSTOMER][POSITIVE] Perfect. No, nothing is OK, perfect. That's what I wanted to confirm.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that's all the help I needed thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL and have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye