AccountId: 011433970860
ContactId: 802345ac-d185-4ee7-8b91-e2357a8ee025
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90250 ms
Total Talk Time (AGENT): 37638 ms
Total Talk Time (CUSTOMER): 40637 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/802345ac-d185-4ee7-8b91-e2357a8ee025_20250624T21:01_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm just calling to get benefits for a patient.
[AGENT][NEUTRAL] OK, I can help you with that. Can I get your uh name and a callback number?
[CUSTOMER][NEUTRAL] Uh huh, [PII] and it's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] Oh gosh sorry I just had it here um 02557107.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh [PII] date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the account and you did call for eligibility. OK, it looks like this policy.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] That and yeah.
[AGENT][NEUTRAL] It's no longer active.
[CUSTOMER][NEUTRAL] No longer active. OK, do you know the term date for it?
[AGENT][NEUTRAL] Yes, ma'am. It shows it turned on [PII].
[CUSTOMER][POSITIVE] OK, all right, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, I think that's it.
[AGENT][POSITIVE] OK. You have a wonderful day. Thank you for calling APL.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Bye bye.