AccountId: 011433970860
ContactId: 58942ee6-c216-4217-861d-4864a0a0d4ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72970 ms
Total Talk Time (AGENT): 32777 ms
Total Talk Time (CUSTOMER): 32882 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/58942ee6-c216-4217-861d-4864a0a0d4ce_20250602T15:17_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm not sure if I reached the right department. I'm just trying to obtain active coverage for members.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. The callback number is [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] Yes, it's 01947627, M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy and uh you did say you were calling for eligibility today?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I show the policy with us has been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No ma'am, thank you.
[AGENT][POSITIVE] You're welcome. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.