AccountId: 011433970860
ContactId: 9c248801-de1b-45d1-bdf9-a2e0c700c101
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107940 ms
Total Talk Time (AGENT): 44150 ms
Total Talk Time (CUSTOMER): 47494 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/9c248801-de1b-45d1-bdf9-a2e0c700c101_20250310T16:16_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Memorial Hospital. I was calling to verify eligibility.
[AGENT][NEUTRAL] Sure, I can assist you with that. I'm not sure if you said your name was [PII] or [PII].
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][POSITIVE] [PII], can I have a callback number for you and that policy number, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] [PII]. And the policy is 01891783.
[CUSTOMER][NEUTRAL] MO
[AGENT][NEUTRAL] And what is this member's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the birthday is [PII].
[AGENT][NEUTRAL] [PII], can you repeat your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] You're calling to verify eligibility for [PII], however, her policy was terminated.
[AGENT][NEUTRAL] [PII] and she has no active policy here at American Public Life.
[CUSTOMER][NEUTRAL] OK, so her, her policy terminated [PII]?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK perfect and I'm so sorry, what was your name again?
[AGENT][NEUTRAL] Is there anything else that I can assist you with? [PII], and today's date is a reference. [PII], could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] No, that'll be all thank you so much.
[AGENT][POSITIVE] Thanks for calling APL and have a great day. Goodbye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.