AccountId: 011433970860
ContactId: 7024421d-5c64-428e-85a4-cb15d5e30ec6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76279 ms
Total Talk Time (AGENT): 24381 ms
Total Talk Time (CUSTOMER): 38488 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/7024421d-5c64-428e-85a4-cb15d5e30ec6_20250109T13:23_UTC.wav
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[AGENT][NEUTRAL] Morning. Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from Miami Cancer Institute. I'm wanting to check to see if a patient has active benefits.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yeah, of course, the callback number is [PII].
[CUSTOMER][NEUTRAL] And then the policy number I have is 02258745M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Thank you. Could you verify the patient's name and date of birth that you're in current eligibility for?
[CUSTOMER][NEUTRAL] Yes, I have [PII], and the date of birth I have is [PII].
[AGENT][NEGATIVE] And you're calling to verify eligibility, [PII]. Unfortunately, this policy terminated [PII] and there's no AA policy here at American Public Life.
[CUSTOMER][POSITIVE] OK. That is all I need to hear. Thank you so much for that.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.