AccountId: 011433970860
ContactId: 9cc9b673-a0fa-4a43-9c1a-d998eaf8ac31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 107699 ms
Total Talk Time (AGENT): 58601 ms
Total Talk Time (CUSTOMER): 30968 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/9cc9b673-a0fa-4a43-9c1a-d998eaf8ac31_20250616T20:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to verify benefits for a patient.
[AGENT][NEUTRAL] I can verify benefits, [PII]. May I have a policy number?
[CUSTOMER][NEUTRAL] 01842203
[AGENT][NEUTRAL] May I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised verification of coverage does not guarantee the payment of a claim.
[AGENT][NEUTRAL] One moment, it looks like this plan termed 112022, and there is no active policy on file.
[CUSTOMER][NEUTRAL] Seriously, he just thought that he has his plan.
[AGENT][NEUTRAL] Yes, ma'am, let me get this pulled up. Do you by chance have his phone?
[CUSTOMER][NEUTRAL] His social you said?
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] OK, because what I see in our system it actually termed 11 and I'm not showing any other plan in our system.
[CUSTOMER][NEUTRAL] All right. Is there a reference number?
[AGENT][NEUTRAL] Yes, it will be my name which is [PII], last initial is [PII] along with today's date.
[CUSTOMER][POSITIVE] All right, well that's all I needed. Thank you so much for your help and you have a great day.
[AGENT][POSITIVE] [PII], you're so welcome, and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Goodbye.