AccountId: 011433970860
ContactId: 9e1024a6-46eb-4089-a962-7951077eed12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133759 ms
Total Talk Time (AGENT): 43968 ms
Total Talk Time (CUSTOMER): 63608 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/9e1024a6-46eb-4089-a962-7951077eed12_20250602T20:09_UTC.wav
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[AGENT][NEUTRAL] For calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII]. I'm calling from uh Doctor [PII]'s office. I just need to confirm if a patient has active coverage.
[AGENT][NEUTRAL] I can help you out with that. [PII], could I get a callback number for you?
[CUSTOMER][NEUTRAL] Sure, callback number is [PII].
[AGENT][NEUTRAL] Thank you, what is the policy number you're calling on?
[CUSTOMER][NEUTRAL] That is 016701713L8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, if I could get that policy number one more time, that was too many numbers.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, let me see if I have a picture of the card. Hang on just a second.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Of course, there's no picture of the car. Oh, I think I found it.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] It's gonna be the outpatient.
[CUSTOMER][NEUTRAL] OK, so it says.
[CUSTOMER][NEUTRAL] OK, so it's gonna be 01670171ML8.
[AGENT][NEUTRAL] OK, and the date of birth one more time for the patient.
[CUSTOMER][NEUTRAL] Yeah I need to update that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying the account and you are calling for eligibility today.
[AGENT][NEUTRAL] Uh, I show the policy has been effective since [PII]. It is still active. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, my darling, just a call reference number if there is one.
[AGENT][NEUTRAL] To reference our call, you'll use my name and today's date.
[CUSTOMER][POSITIVE] OK, sounds great. Thank you so much. Have a great day.
[AGENT][POSITIVE] You're welcome, [PII]. You have a wonderful day yourself. Thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks bye bye.
[AGENT][NEUTRAL] Bye bye.