AccountId: 011433970860
ContactId: 90877765-ad0c-4977-a778-82b1a17cc4fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86699 ms
Total Talk Time (AGENT): 39366 ms
Total Talk Time (CUSTOMER): 35271 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/90877765-ad0c-4977-a778-82b1a17cc4fd_20250307T21:06_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling with Memorial Healthcare Systems. I'm just calling to verify that a patient is still active with American Public Life.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the eligibility. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII]. Policy number is um 01988406ML7.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment, and I am showing that the policy is active. It's been effective since [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much have a great, oh, do you have a reference number for the call? Sorry, I forgot to ask.
[AGENT][NEUTRAL] Oh, it's OK. So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, no, that's it. Thank you so much, have a great day.
[AGENT][POSITIVE] Alright, well thanks for calling APL. You're welcome. Bye bye.