AccountId: 011433970860
ContactId: 6ac92f72-da09-4c65-a8a4-0fbc6dfde7d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84059 ms
Total Talk Time (AGENT): 36691 ms
Total Talk Time (CUSTOMER): 43742 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/6ac92f72-da09-4c65-a8a4-0fbc6dfde7d3_20250324T16:17_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Nicholas Children's Outpatient Center. I'm calling on behalf of a patient today, um, just to verify their benefits, um, for the gap insurance plan.
[AGENT][NEUTRAL] OK, I can help you with that. Uh, [PII], could I get a callback number?
[CUSTOMER][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Just give me one moment. OK, that will be 1449257 ML5.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] There will be a dependent on the plan. It's [PII]. Date of birth [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy.
[AGENT][NEUTRAL] And you did say you were calling for outpatient benefits today?
[CUSTOMER][NEUTRAL] Yes, I really just need to know if they're active and then I would need to get a reference number for my notes and that'll be all.
[AGENT][NEUTRAL] OK, no problem. I do show that this policy has canceled. It looks like it turned on [PII]. I'm not showing any other active policies with us.
[CUSTOMER][POSITIVE] OK great thank you so much I really appreciate it.
[AGENT][POSITIVE] You're welcome you have a wonderful day and thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you you too.