AccountId: 011433970860
ContactId: 873aad49-ddeb-4e79-863c-db901cb57dbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101370 ms
Total Talk Time (AGENT): 38671 ms
Total Talk Time (CUSTOMER): 37058 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/873aad49-ddeb-4e79-863c-db901cb57dbc_20250619T19:07_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] Yes, my name's [PII]. I'm calling from the provider's office trying to see if this patient had um.
[CUSTOMER][NEUTRAL] Benefits eligibility.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Um, yeah, it is going to be.
[CUSTOMER][NEUTRAL] 02567533
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and it's [PII].
[AGENT][POSITIVE] Thank you. And you're calling in for eligibility and benefits for this member?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, I can assist you with that and thank you so much [PII] for verifying the policy for this member it is showing, let me pull that up for you.
[AGENT][NEUTRAL] It's showing this member is no longer active. The term date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] 121.
[CUSTOMER][NEUTRAL] Um, yeah. Do you know if he has Cobra?
[AGENT][NEUTRAL] I'm not sure if he has COBR. You will have to check with the insured on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right, appreciate your help today. Thank you. Have a good day. Bye bye.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.