AccountId: 011433970860
ContactId: 9bde2069-20ca-456d-97d4-178f354018d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85319 ms
Total Talk Time (AGENT): 34185 ms
Total Talk Time (CUSTOMER): 26997 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/9bde2069-20ca-456d-97d4-178f354018d9_20250128T19:46_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] Uh yeah, hi, I'm just calling to check to see, uh, patients, uh, coverage for an upcoming appointment at the hospital.
[AGENT][NEUTRAL] OK. May I have your name and a callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. Call back is [PII].
[AGENT][NEUTRAL] And may I please have the policy number?
[CUSTOMER][NEUTRAL] I have 113-7772.
[AGENT][NEUTRAL] 11377772
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], I believe it's [PII] uh [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And thank you so much, [PII] for verifying the policy. You're calling in for benefits for this policy. It is showing that it's no longer active. The term date is [PII]. Is there anything else that I can assist you with today, [PII]?
[CUSTOMER][POSITIVE] That's everything. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life. Have a great day.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you.