AccountId: 011433970860
ContactId: 7dffad77-76b0-4b83-81c3-bbf6d8520ce0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92480 ms
Total Talk Time (AGENT): 33420 ms
Total Talk Time (CUSTOMER): 37435 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/7dffad77-76b0-4b83-81c3-bbf6d8520ce0_20250226T19:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to get some help with verifying eligibility.
[AGENT][NEUTRAL] May I please have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] last initial W [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have 02518855.
[AGENT][NEUTRAL] And you're calling in for benefits for this member?
[CUSTOMER][NEUTRAL] your
[CUSTOMER][NEUTRAL] Uh, to see if they have an active policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] And thank you so much, [PII], for verifying the policy you're calling in for eligibility. It does show that the policy is currently active. The effective date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's all, and the reference is your name, correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, and your last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alrighty, so remember that and that'll be all. Thank you so much for your help. You have a great day. Stay safe.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day as well.
[CUSTOMER][POSITIVE] Thank you bye bye