AccountId: 011433970860
ContactId: 61461cdf-ef9a-475c-99f7-7c867d3bd3c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115360 ms
Total Talk Time (AGENT): 36381 ms
Total Talk Time (CUSTOMER): 42991 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/61461cdf-ef9a-475c-99f7-7c867d3bd3c1_20250312T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], I am trying to find out the benefits for this account and even if it's active or not this year for [PII].
[CUSTOMER][NEUTRAL] Calling from provider's office.
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], may I please have the policy number?
[CUSTOMER][NEUTRAL] Sure, 02458027 and [PII] 8.
[AGENT][NEUTRAL] And may I have a callback number?
[CUSTOMER][NEUTRAL] Directly to me is [PII].
[CUSTOMER][NEUTRAL] I literally just lost your name. What was your name again? I'm so sorry.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Yes, 7, [PII] 8.
[CUSTOMER][NEUTRAL] I'll go look at the card maybe um.
[CUSTOMER][NEUTRAL] Yeah, and that's the ah that's in hospital benefit.
[AGENT][POSITIVE] OK, it's no problem.
[CUSTOMER][NEUTRAL] It should be 8 at the end for outpatient benefit.
[AGENT][NEUTRAL] OK. And may I have the date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And thank you so much [PII] for verifying the policy. You're calling in for eligibility. It does show that this policy is no longer active. The term date is [PII]. Is there anything else that I can assist you with today [PII]?
[CUSTOMER][POSITIVE] No, [PII], have a great day. Bye bye for now.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.