AccountId: 011433970860
ContactId: 9497483f-b94d-4463-91f8-6f91aa3130dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76540 ms
Total Talk Time (AGENT): 26629 ms
Total Talk Time (CUSTOMER): 33180 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/9497483f-b94d-4463-91f8-6f91aa3130dd_20250403T17:29_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, good afternoon, [PII]. My name is [PII]. I'm calling from Baptist Outpatient. I'd like to find out if patient has coverage gap coverage.
[AGENT][POSITIVE] Sure, I can assist you with that.
[AGENT][NEUTRAL] Can I have the spelling of your name and a callback number?
[CUSTOMER][NEUTRAL] Sure. [PII]
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][NEUTRAL] Thank you, [PII] and what is the policy number?
[CUSTOMER][NEUTRAL] 01671559.
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] Mr. [PII], and date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This policy terminated [PII] and there is no actual policy here with us at the American Public Life unfortunately. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Me too.