AccountId: 011433970860
ContactId: 6160ec10-b973-4877-9983-288e7b5509b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172339 ms
Total Talk Time (AGENT): 44502 ms
Total Talk Time (CUSTOMER): 54858 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/6160ec10-b973-4877-9983-288e7b5509b7_20250619T15:00_UTC.wav
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[CUSTOMER][POSITIVE] Fortunately. Hi, how are you? I'm calling from Bro Health Coral Springs.
[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] OK. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, I just wanted to check if the station was active with American Public Life. I have the ID number.
[AGENT][NEUTRAL] OK, I can check the eligibility for you. Do you have a, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Uh, callback number?
[AGENT][NEUTRAL] OK, thank you, [PII]. And what's that policy number?
[CUSTOMER][NEUTRAL] And try with the account.
[CUSTOMER][NEUTRAL] 451-285-711
[AGENT][NEUTRAL] And do you have the last name of the patient?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] And what was that first name?
[CUSTOMER][NEUTRAL] Um [PII]
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK, looks like I found that policy. Let me pull that up.
[CUSTOMER][NEUTRAL] Let me.
[CUSTOMER][NEUTRAL] So she has some panning.
[AGENT][NEUTRAL] And what was your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes, looks like the policy is active and effective [PII], um, but that number you gave me, that was incorrect. Do you want the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, policy number 02563967.
[CUSTOMER][NEUTRAL] And effective [PII].
[CUSTOMER][NEUTRAL] OK, and the policy number I'm just gonna read it back 02563967.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Perfect. And your name?
[AGENT][NEUTRAL] My name is [PII] and first initial to last name [PII]. And anything else I can help with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.