AccountId: 011433970860
ContactId: 5f652e01-44b0-473f-91d9-fc722094c73a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175160 ms
Total Talk Time (AGENT): 49192 ms
Total Talk Time (CUSTOMER): 62165 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/5f652e01-44b0-473f-91d9-fc722094c73a_20250221T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi [PII], it's [PII] giving you a call back to get some help with verifying eligibility.
[AGENT][NEUTRAL] OK. May I have the policy number?
[CUSTOMER][NEUTRAL] Um, so you got actually have 3,
[CUSTOMER][NEUTRAL] Policies that I need help with. The first one is 02061384.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And may I have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, this is [PII] [PII].
[AGENT][NEUTRAL] And for this policy it shows that it is currently active. The effective date is [PII].
[CUSTOMER][NEUTRAL] OK, you can let me know when you're ready for the next one.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Uh, we have.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 02508137
[AGENT][NEUTRAL] Patient name please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And for this member it is showing that it's currently active, effectively it is [PII] of 24.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] And the last one.
[CUSTOMER][NEUTRAL] Are you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 0214.
[CUSTOMER][NEUTRAL] 9696.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And for this member there is a new policy number. Are you ready for that?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] It is 02464978.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] And for that policy it does show that it's currently active with the effective date of [PII].
[CUSTOMER][POSITIVE] Alrighty, perfect. OK, thank you so much for your help today. You said your last initial your last initial was [PII]?
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] Alrighty perfect thank you so much for your help you have a great day and stay safe.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Bye bye bye
[AGENT][NEUTRAL] Right