AccountId: 011433970860
ContactId: 901037dd-ffc4-4ff5-a279-291087e82ab5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159229 ms
Total Talk Time (AGENT): 57634 ms
Total Talk Time (CUSTOMER): 52550 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/901037dd-ffc4-4ff5-a279-291087e82ab5_20250311T15:58_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 [PII]. This is [PII] calling from Po's office checking on eligibility for a member.
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] May I have the policy number?
[CUSTOMER][NEUTRAL] So just give me a moment.
[CUSTOMER][NEUTRAL] Uh, before providing you with any information, I would like to inform you that this call is being recorded for quality and training purpose. The policy number starts with 0245640.
[CUSTOMER][NEUTRAL] 4 M as Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] And could you spell your name for me, please?
[CUSTOMER][POSITIVE] Sure, [PII].
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] And thank you so much for verifying the policy. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, with the eligibility for this member?
[AGENT][NEUTRAL] I'm pulling that information up for you now.
[AGENT][NEUTRAL] And in regards to this member's eligibility, it shows that it is currently active. The effective date is [PII]. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, help me with the claim mailing address.
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Sure, thank you so much for your assistance. Help me with the call reference number.
[AGENT][NEUTRAL] The call reference will be my first name [PII], spelled [PII] E.
[AGENT][NEUTRAL] RR
[AGENT][NEUTRAL] E KIA last initial of [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much for your assistance. Have a great day.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII]. Have a great day as well.
[CUSTOMER][NEUTRAL] Yeah.