AccountId: 011433970860
ContactId: 725e09ec-2f73-4dc6-9669-579ceb26a4ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157699 ms
Total Talk Time (AGENT): 49193 ms
Total Talk Time (CUSTOMER): 75445 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/725e09ec-2f73-4dc6-9669-579ceb26a4ac_20250407T17:10_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, did you say your name was [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] With the [PII]. My name is [PII] and I'm calling you from Women's Care Florida, and I do need your assistance please with um eligibility and benefits.
[AGENT][NEUTRAL] OK, may I please have a callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is 01575.
[CUSTOMER][NEUTRAL] 688, then the letters M as in Mary, L as in Larry.
[CUSTOMER][NEUTRAL] And the number 8.
[AGENT][NEUTRAL] Thank you and may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, her name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy. You're calling in for eligibility and benefits. I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] That's why. I don't know if they've told you. You you have like a very soothing voice.
[AGENT][NEUTRAL] It is
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEGATIVE] You do, you do, like my day's convoluted and I'm hearing you and I'm like, OK, I'm gonna calm down now.
[AGENT][POSITIVE] Thank you. No one has ever said that, but thank you so much.
[CUSTOMER][POSITIVE] But it's, it's true though, uh, in this industry we work, we deal with so many people that are um hot-headed and lack of patience. So when you get somebody who's different, it stands out.
[AGENT][POSITIVE] Thank you. I so appreciate that.
[AGENT][NEUTRAL] And for this member, it does show that the policy is no longer active. The term date is [PII].
[CUSTOMER][NEUTRAL] Gotcha. And Ms. [PII], can I have please a reference number for the call?
[AGENT][NEUTRAL] Yes, it would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] You said H as in Harry?
[AGENT][NEUTRAL] H as in Harry, yes.
[CUSTOMER][POSITIVE] Alrighty well I do appreciate your time once again, Mr. [PII]. Have a nice day.
[AGENT][POSITIVE] You're welcome and thank you so much for calling American Public Life. Have a great day as well.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.