AccountId: 011433970860
ContactId: 87c0aef7-49ac-40a4-bcfb-61915b497a3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 88809 ms
Total Talk Time (AGENT): 30037 ms
Total Talk Time (CUSTOMER): 39368 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/87c0aef7-49ac-40a4-bcfb-61915b497a3a_20250611T17:28_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thanks for calling APL speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to check eligibility for a patient.
[AGENT][NEUTRAL] OK, I can verify eligibility for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't see it. It just, it just says American Public Life Insurance Company.
[AGENT][NEUTRAL] Are you looking at the card?
[CUSTOMER][NEUTRAL] I have a card on file. I don't know if it's.
[AGENT][NEUTRAL] OK, do you see a policy number or policy certificate number?
[CUSTOMER][NEUTRAL] One moment, I see it says back of it.
[CUSTOMER][NEUTRAL] Yes, I do see it. Uh, policy number is 0212.
[CUSTOMER][NEUTRAL] 3560.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII] M.
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, so effective date of [PII], policy is active.
[CUSTOMER][POSITIVE] Uh, thank you very much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL.