AccountId: 011433970860
ContactId: 60569060-b0d2-40b9-bafb-03a8fb1a611a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82269 ms
Total Talk Time (AGENT): 45886 ms
Total Talk Time (CUSTOMER): 28552 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/60569060-b0d2-40b9-bafb-03a8fb1a611a_20250410T14:38_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 calling because I need benefits on a patient please.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Of course, [PII], that's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The policy number you're calling on?
[CUSTOMER][NEUTRAL] The what? I'm sorry?
[AGENT][NEUTRAL] The policy number you're calling on.
[CUSTOMER][NEUTRAL] OK, it is 02263432.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and you say you're calling for benefits and eligibility?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I show that her policy with us is no longer active. It looks like it canceled on [PII] and I'm not showing any active, any active policies with us.
[CUSTOMER][NEUTRAL] OK perfect um can I have a reference number for our call?
[AGENT][POSITIVE] Yes ma'am, to reference the call, you'll use my name [PII] and today's date. And is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all for today thank you.
[AGENT][POSITIVE] You have a wonderful day [PII]. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.