AccountId: 011433970860
ContactId: 9b4e98a0-2f17-486d-a282-3c5b7d0e8848
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106519 ms
Total Talk Time (AGENT): 40184 ms
Total Talk Time (CUSTOMER): 41093 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/9b4e98a0-2f17-486d-a282-3c5b7d0e8848_20250512T15:57_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 morning. I'm calling to verify if a policy is active and if authorization is required for the patient, please.
[AGENT][NEUTRAL] OK, may I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. It's [PII], callback number is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Policy is 1561623 ML 700.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, um, patient [PII].
[CUSTOMER][NEUTRAL] [PII] is last name, [PII].
[AGENT][POSITIVE] And thank you so much [PII] for verifying the policy you're calling in for eligibility. I can assist you with that. I'm pulling that up for you now.
[AGENT][NEUTRAL] And for this policy it is showing that it's no longer active. The term date is 71-23. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] A call reference number, please.
[AGENT][NEUTRAL] The call reference would be my first name [PII], last initial of [PII] and today's date. And would you like for me to spell my first name for you?
[CUSTOMER][POSITIVE] No, that's OK. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][POSITIVE] Thank you bye.