AccountId: 011433970860
ContactId: 8d58d24f-27e9-43e7-b5da-6c6e14783e47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 79419 ms
Total Talk Time (AGENT): 30724 ms
Total Talk Time (CUSTOMER): 29589 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/8d58d24f-27e9-43e7-b5da-6c6e14783e47_20250318T19:27_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] Hi, good afternoon. My name is [PII]. I'm calling from the provider's office. I was just trying to see if a member was still active on the policy.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII], no extension.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, let me pull it up. 216-1235.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And thank you so much, [PII] for verifying the policy. You're calling in for eligibility. It shows that this member is no longer active. The term date is 9-1-24.
[CUSTOMER][NEUTRAL] 9124. OK, perfect. If I may just get a reference number and I'm all set.
[AGENT][NEUTRAL] The reference will be my first name [PII], last initial of [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so very much for all your help today.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye.