AccountId: 011433970860
ContactId: 750b998e-8006-458a-acd8-3674e6bc9839
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 134410 ms
Total Talk Time (AGENT): 71477 ms
Total Talk Time (CUSTOMER): 38590 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/750b998e-8006-458a-acd8-3674e6bc9839_20250610T18:48_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 how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Good, good. I'm going to get benefits and eligibility for a member, please.
[AGENT][NEUTRAL] I can verify benefits and eligibility. May I have your name and the policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Of course it's [PII].
[CUSTOMER][NEUTRAL] And the policy number is 1,393,120.
[AGENT][POSITIVE] Thank you. May I have a good callback number for you?
[CUSTOMER][NEUTRAL] Of course [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Of course, the name is [PII] and it's uh [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of the claim.
[AGENT][NEUTRAL] So it looks like.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] There is no active policy as of.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And this was.
[AGENT][NEUTRAL] This was under a different policy number. It was under policy number 01923525. This plan was effective [PII] through [PII], and there is no active policy on file.
[CUSTOMER][POSITIVE] OK perfect thank you so much [PII] can I have a reference for the call?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII] Last initial is [PII] along with today's date. [PII], is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that was all thank you so much you have a good rest of your day, OK?
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life, [PII]. You have a great day as well. Bye-bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.