AccountId: 011433970860
ContactId: 8eaddd0c-945e-4710-9dc7-577b0c182bb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122400 ms
Total Talk Time (AGENT): 46719 ms
Total Talk Time (CUSTOMER): 54792 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/8eaddd0c-945e-4710-9dc7-577b0c182bb8_20250303T15:53_UTC.wav
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[CUSTOMER][NEUTRAL] So.
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is Nicola Sheldon Hospital calling. How are you today?
[AGENT][POSITIVE] I'm good, how are you?
[CUSTOMER][POSITIVE] Good good I wanted to check on benefits for one of your members.
[AGENT][NEUTRAL] OK, I can help you with that. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] My name is [PII] last initial [PII]
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number you called on, you're calling on?
[CUSTOMER][NEUTRAL] 01448990.
[AGENT][NEUTRAL] The patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and who is the subscriber?
[CUSTOMER][NEUTRAL] The subscriber is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the account, and you did say you were calling for benefits today?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I show that this policy canceled on [PII] and I'm not showing any other active policies with us.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] [PII] alrighty.
[AGENT][NEUTRAL] Was there anything else I can help you with?
[CUSTOMER][NEGATIVE] So not active.
[CUSTOMER][NEUTRAL] No, that's it. So what was your name again?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK, and your last initial?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII] have a wonderful day.
[AGENT][POSITIVE] You're welcome. You have a wonderful day and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Likewise bye bye.