AccountId: 011433970860
ContactId: 5c665432-1752-45a9-94ef-20a669bf7a9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100949 ms
Total Talk Time (AGENT): 39300 ms
Total Talk Time (CUSTOMER): 28527 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/5c665432-1752-45a9-94ef-20a669bf7a9d_20250501T18:23_UTC.wav
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[AGENT][POSITIVE] Thank you for
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to see this is Hannibal Regional Hospital calling to see if this American Public Life Insurance is still active.
[AGENT][NEUTRAL] OK, I check eligibility for you. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And then what is the patient's name?
[AGENT][NEUTRAL] And policy number.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] It's 021-66553.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, I do show that this policy for [PII] is no longer active. The policy terminated on [PII].
[AGENT][NEGATIVE] And there are no active policies on file for this insured.
[CUSTOMER][NEUTRAL] 31223.
[CUSTOMER][POSITIVE] OK, that's what I needed to know, thank you.
[AGENT][POSITIVE] You're very welcome. I appreciate you calling APL today Ms. [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mm bye-bye.