AccountId: 011433970860
ContactId: 72dabcb4-1d4c-4193-bcc9-ba0918603bd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72919 ms
Total Talk Time (AGENT): 30816 ms
Total Talk Time (CUSTOMER): 33661 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/72dabcb4-1d4c-4193-bcc9-ba0918603bd3_20250325T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm calling to check patient benefits, um.
[CUSTOMER][NEUTRAL] For, uh, he's coming for a procedure.
[AGENT][NEUTRAL] I can verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's 1,296,390 ML7.
[AGENT][NEUTRAL] May I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII], um, date of birth is [PII].
[AGENT][POSITIVE] Thank you for verifying that information.
[AGENT][NEUTRAL] It looks like this policy termed on 112,020 and there is no active policy on file.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] All right, well thank you so much for checking. I appreciate your help.
[AGENT][POSITIVE] [PII], you're so welcome. And thank you for calling American Public Life. Have a great rest of your evening.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.