AccountId: 011433970860
ContactId: 894a1975-206e-4559-a162-034b5c7e68a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120449 ms
Total Talk Time (AGENT): 48934 ms
Total Talk Time (CUSTOMER): 47101 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/894a1975-206e-4559-a162-034b5c7e68a7_20250612T13:36_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a provider's office about a patient that's coming in for an office visit and ultrasound, so I just need to check benefits.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yeah my name is [PII] and the call back is [PII].
[AGENT][POSITIVE] OK, thank you so much for that [PII], and what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] It's 01662936 ML 8.
[AGENT][NEUTRAL] OK. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the policy. And you did say you were calling for benefits and eligibility?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. I show this policy is no longer active. It looks like it canceled on [PII].
[AGENT][NEUTRAL] Um, and I do not show any other active policies with us.
[CUSTOMER][NEUTRAL] OK, when did the term? I'm sorry.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, got it. um, alright, and you said no more policies right, um, what was your name again? I'm sorry.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] My name is [PII] And is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, just a reference number if you have one.
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] OK, cool, thanks so much have a good day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling APL. Bye bye.