AccountId: 011433970860
ContactId: 6991fd94-e4a7-4b1b-81e5-8f7bf89d6800
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89370 ms
Total Talk Time (AGENT): 40840 ms
Total Talk Time (CUSTOMER): 34330 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/6991fd94-e4a7-4b1b-81e5-8f7bf89d6800_20250604T20:27_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I was calling just to verify eligibility for one of our patients.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Uh huh. [PII], and the callback number is [PII].
[AGENT][NEUTRAL] [PII], what is the policy number of the member that you're calling to verify eligibilities for today?
[CUSTOMER][NEUTRAL] It is 249-6607.
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh huh. [PII], [PII].
[AGENT][NEUTRAL] You're calling to verify medical benefits?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] This policy terminated [PII] and there is no active policy for this member here at American Public Life. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, is there a reference number of any kind?
[AGENT][NEUTRAL] We don't provide reference numbers unfortunately, however, you can feel free to use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name was [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII], and today's date as a reference.
[CUSTOMER][POSITIVE] Oh thank you so much have a good day.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day. Goodbye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye bye.