AccountId: 011433970860
ContactId: 8d3d018c-acf0-414a-9b3e-7509329f62d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97540 ms
Total Talk Time (AGENT): 54354 ms
Total Talk Time (CUSTOMER): 28423 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/8d3d018c-acf0-414a-9b3e-7509329f62d7_20250404T16:26_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 calling because I need benefits on a patient please.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a call back number?
[CUSTOMER][NEUTRAL] Sure, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for that. Just send me OK to get a call. Uh, the policy number you're calling on.
[CUSTOMER][NEUTRAL] Of course, the policy number is gonna be 1369403ML8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying the policy. You did say you were calling for benefits today.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I show let's see for [PII].
[AGENT][NEUTRAL] Um, so it looks like [PII]'s policy is no longer active with us. It looks like it, she was dropped from the policy on [PII].
[CUSTOMER][NEUTRAL] Oh, OK, and you don't show any other additional policy?
[AGENT][NEUTRAL] No, I do not show uh her on another policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, can I have a reference number for our call?
[AGENT][NEUTRAL] Yes, to reference our call, you will use my name [PII] and today's date. And is there anything else I can help you with?
[CUSTOMER][POSITIVE] That's all for today thank you so much for your help.
[AGENT][POSITIVE] You have a wonderful weekend. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.