AccountId: 011433970860
ContactId: 64086900-c838-4549-a277-7d1b8f851720
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92709 ms
Total Talk Time (AGENT): 31070 ms
Total Talk Time (CUSTOMER): 38989 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/64086900-c838-4549-a277-7d1b8f851720_20250616T16:14_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] Hi, [PII]. My name is [PII]. I'm calling from [PII]. I'm trying to verify uh Mediap or a Megap policy.
[AGENT][NEUTRAL] OK, are you needing the eligibility or benefits?
[CUSTOMER][NEUTRAL] Uh, eligibility.
[AGENT][NEUTRAL] OK, and may I please have a callback number?
[CUSTOMER][NEUTRAL] Sure, [PII] direct line.
[AGENT][NEUTRAL] And may I please have a policy number?
[CUSTOMER][NEUTRAL] Sure, I have 01611789 the letter M as in Mike, L as in Larry, the number 8.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] And may I have the
[AGENT][POSITIVE] Thank you, go ahead.
[CUSTOMER][NEUTRAL] No, no, uh, he was born [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And it does show that this policy is currently active with the effective date of.
[AGENT][NEUTRAL] [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] Oh no, you've been most helpful. Thank you so much and you have a lovely day.
[AGENT][POSITIVE] You're welcome and thank you for calling American Public Life. You have a great day as well.
[CUSTOMER][POSITIVE] Sure, take care.
[AGENT][NEUTRAL] Bye bye.