AccountId: 011433970860
ContactId: 73b1ad45-3370-4870-a14d-4312ed79582e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257540 ms
Total Talk Time (AGENT): 92519 ms
Total Talk Time (CUSTOMER): 77415 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/73b1ad45-3370-4870-a14d-4312ed79582e_20250130T19:54_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, this is [PII] calling from for our office checking on eligibility for a member.
[AGENT][NEUTRAL] I can verify eligibility. May I have a policy number?
[CUSTOMER][NEUTRAL] So, before that, I would like to inform you that this call is being recorded for quality and training purpose. Uh, can we search the member eligibility by their name and the date of birth?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So remember, first name is [PII], and the last name is [PII], that is [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And would she be the policy holder?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Would she be the policy holder or the subscriber?
[CUSTOMER][NEUTRAL] Uh, that I'm not aware of.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sorry, please repeat.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] No, no, no.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you for verifying that information.
[AGENT][NEUTRAL] Looks like this policy number will be 02556457.
[AGENT][POSITIVE] This plan is effective [PII] and it is active.
[CUSTOMER][NEUTRAL] Uh, what is the effective date?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] What is the factor rate of the policy?
[AGENT][NEUTRAL] The effective date, [PII].
[CUSTOMER][NEUTRAL] OK, and the member ID is 02556457.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, also help me with the mailing address of the claim.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sure, can you please spell out your name for my records?
[AGENT][NEUTRAL] Yes, it's [PII] Last initial is [PII] along with today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, thank you so much for your assistance. Have a great day.
[AGENT][POSITIVE] You're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.