AccountId: 011433970860
ContactId: 6f35ee41-b7ee-43ab-a3c6-a58023d6e556
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101120 ms
Total Talk Time (AGENT): 38792 ms
Total Talk Time (CUSTOMER): 39309 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/6f35ee41-b7ee-43ab-a3c6-a58023d6e556_20250217T19:53_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], I am calling to get outpatient benefits for a patient.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. That's [PII]
[CUSTOMER][NEUTRAL] And the first initial to my last name is [PII] and phone number is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, patient's policy number is um 0 I'm sorry 1449262.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you're calling in for benefits for this member?
[CUSTOMER][NEUTRAL] Um, yes, for outpatient.
[AGENT][NEUTRAL] OK, I'm pulling that information up for you now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With this member it is showing that they're no longer active. The term date is 21-21. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, you don't see any other active policy?
[AGENT][NEUTRAL] No other active policy.
[CUSTOMER][POSITIVE] OK perfect um I'll thank you so much. May I have a reference number for the call?
[AGENT][NEUTRAL] The call reference would be my first name, [PII] last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you I hope you have a great day.
[AGENT][POSITIVE] Thank you and thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you bye bye.